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Chartered Insurance Institute
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This single-unit Award is designed for those working in customer facing roles in insurance outside the UK. It helps build the skills and knowledge required to deliver excellent customer service.

  • how to fulfil customer requirements in the insurance sector
  • the importance of customer feedback to improve service in the insurance sector
  • the importance of good communication to maintain and build client relationships in the insurance industry
  • how to deal with conflict within an insurance environment
  • the importance of keeping accurate and confidential records when dealing with customers
  • how to manage own workload and time to meet business requirements and timescales
  • how to work with others to achieve team and organisational objectives
  • the sales process
  • how to increase sales activities

Who's it for

  • Non-UK insurance practitioners at the start of their career or seeking to build on existing knowledge through formal study.
  • Non-UK insurance practitioners needing to satisfy the minimum operating standards set by a local regulator.

The Award also supports ongoing professional development as, on passing the exam, you will hold one of the three Awards needed to complete the Certificate in Insurance and Financial Services.

Members are also entitled to use the designation CII (Award), subject to membership and Continuing Professional Development (CPD) requirements.

Before embarking study, check to see whether any of your previous academic qualifications or credits from other professional bodies and institutes can be carried towards completion of the Certificate. Find out more about recognition of prior learning »

Completion requirements

Those wishing to further their studies and achieve the Certificate in Insurance can use The Award in General Insurance as an alternative to the Certificate in Insurance unit (IF1) Insurance legal and regulatory to meet the compulsory unit requirements for the Certificate in Insurance. Please note: due to the amount of syllabus overlap, candidates passing both IF1 and the Award will only be awarded one set of credits.

Learning Support

A range of study materials are available, including: study texts, revision aids, ebooks and key fact booklets. For full unit availability, click the unit links to the right of this page.

Introduction

CII qualifications involve the completion of one or more units, each covering an individually assessed topic. Assessment methods vary and depend on a unit's level and subject matter.


Study and assessment methods include:

  • Multiple-choice question (MCQ) exam - Study is based on a specified enrolment period, from 01 January – 31 December. MCQ exams are available weekly at UK and select non-UK online exam centres, or twice-yearly in April and October at non-UK paper-based exam centres.
  • Written exams - Study is based on a 12 month enrolment period from the date of purchase. Written exams are held twice-yearly in April and October, with the exception of unit R06 which is tested four times-yearly, at UK and non-UK exam centres.
  • Coursework assessment - Study is based on a 12 month enrolment period from the date of purchase. Three written assignments, each typically between 2,000 - 3,000 words, need to be passed.
    Download Coursework assessment guidelines and instructions »
  • Mixed assessment - Study is based on a 18 month enrolment period from the date of purchase. A combination of a single coursework assignment must be passed within the first six months and a MCQ exam passed within 18 months.
    Download Mixed Assessment guidelines and instructions »
  • Dissertation assessment - Study is based on a 18 month enrolment period from the date of purchase. A dissertation, typically between 10,000 - 11,000 words, on an agreed subject must be submitted.
    Download Dissertation guidelines and instructions »

It is essential that candidates familiarise themselves with the guidelines and instructions. Candidates should also familiarise themselves with the coursework and dissertation policies as well as exam policies before the assessment, and notes to results post-assessment.

Key facts

What does this qualification involve?

The Award comprises one compulsory unit from the CII insurance qualifications framework, providing a total of 15 credits upon successful completion.

Candidates are required to take the following compulsory unit:

  • (W04) Award in Customer Service in Insurance

For unit syllabuses, return to the Award in General Insurance page, and click on the ‘Syllabuses’ link to the right of the page.

Overview of Award-level units:

Unit

Assessment format

Study hours

Credits awarded

 

 

 

 

(W04) Award in Customer Service in Insurance

·         90 minute exam

·         50 multiple choice questions based on 10 case studies

·         70% nominal pass mark

50

15

Find out more about assessment methods, including exam policies and centres »

Units treated as equivalent

Due to the extent of syllabus overlap, certain combinations of current and withdrawn CII units will result in only one award of credits.

If a withdrawn equivalent is held you may not need to complete a current unit in order to satisfy a qualification's completion rules. Clarification should always be sought from CII Customer Service.

Find out more about credit awards for equivalent units »

Assessment information

It is important that candidates entering for a CII assessment familiarise themselves with our service, in particular the rules and procedures that are in place.

Syllabuses

At the end of this unit, candidates will be able to demonstrate knowledge and understanding of:
  • fulfilling customer requirements in the insurance sector
  • the importance of customer feedback to improve service in the insurance sector
  • the importance of good communication to maintain and build client relationships in the insurance industry
  • dealing with conflict within an insurance environment
  • the importance of keeping accurate and confidential records when dealing with customers
  • managing own workload and time to meet business requirements and timescales
  • working with others to achieve team and organisational objectives
  • the sales process
  • increasing sales activities