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Chartered Insurance Institute
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Award in Customer Service in Insurance

W04 (15 Certificate credits)

Designed for customer-facing insurance practitioners working outside the UK, this single-unit qualification is ideal for those starting their careers in the insurance sector, or needing some formal training on customer service issues. It helps develop the skills and knowledge to deliver excellent customer service in the insurance sector.

 

Please note:

  • Award in Customer Service in Insurance Enrolments are not available in the UK. Non-UK candidates can enrol online and by phoning Customer Service. You will be prompted to select your chosen international exam centre location and date.
  • To enrol for the Award in Guernsey, Jersey, Isle of Man or the Republic of Ireland please call Customer Service on +44 (0)20 8989 8464.

Study material testing period

2018–19 editions are applicable to exams sat from 01 May 2018 to 30 April 2019.

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Enrolment – 2018–19 edition (applicable to exams sat 01 May 18 to 30 Apr 19)

Members
£90.00
Non-members
£100.00
Enrolment for W04 includes: study text (printed, ebook and printable PDF) with updates, RevisionMate, exam guide and exam entry

This includes a printed study text, ebook and a printable PDF (ebook and PDF available on RevisionMate, with access granted until 30 Apr 2019 when your enrolment expires) with electronic updates. Updates will be made available for the examination period to which the study text relates (further details are included on the title page of the study text). Developed to assist you in understanding and learning the exam syllabus, the text breaks down the syllabus into concise sections, with each chapter containing clearly defined learning outcomes and a series of self-test questions.

RevisionMate
You will have access to an unrivalled suite of online services to support your studies through our RevisionMate study tool. Please note: Access is granted until 30 Apr 2019 when this study text enrolment expires.

Support typically includes a study planner, a knowledge check (multiple-choice test) facility covering each chapter, student discussion forum, the latest examination guide and hints and tips on how to pass the exam. Full details will be provided with your study text.

Exam entry
Exams can be booked at the point of enrolment or at a later date.

ebooks
ebooks are compatible with most portable electronic devices including Android tablets/smart phones, Kindles and iPads/iPhones. They can also be viewed on desktop and laptop computers using appropriate EPUB/Kindle reader software (required).

ebooks are not pdf files and cannot be printed. The reading experience will depend on the portable device used or the reading software installed, if viewed on a computer.

Sample chapter download
To check that the file formats are compatible with your device/chosen e-reader software, click on the link below to download a sample.

• Free sample chapters

Printable PDF
A printable PDF of the study text is included within RevisionMate. PDFs can be opened and printed with Adobe Acrobat Reader (free download from www.adobe.com). You can also view a PDF on most portable electronic devices including Android tablets/smart phones, Kindles and iPads/iPhones.

It is strongly recommended that you:

• ensure you have sufficient paper/ink/toner before starting to print; and

• print double-sided, if supported by your printer.

Examination guide

This consists of a specimen examination (with multiple-choice questions), answers and useful hints on how to prepare for the examination.


Enrolment for W04 includes: study text (printed, ebook and printable PDF) with updates, RevisionMate, exam guide and exam entry

This includes a printed study text, ebook and a printable PDF (ebook and PDF available on RevisionMate, with access granted until 30 Apr 2019 when your enrolment expires) with electronic updates. Updates will be made available for the examination period to which the study text relates (further details are included on the title page of the study text). Developed to assist you in understanding and learning the exam syllabus, the text breaks down the syllabus into concise sections, with each chapter containing clearly defined learning outcomes and a series of self-test questions.

RevisionMate
You will have access to an unrivalled suite of online services to support your studies through our RevisionMate study tool. Please note: Access is granted until 30 Apr 2019 when this study text enrolment expires.

Support typically includes a study planner, a knowledge check (multiple-choice test) facility covering each chapter, student discussion forum, the latest examination guide and hints and tips on how to pass the exam. Full details will be provided with your study text.

Exam entry
Exams can be booked at the point of enrolment or at a later date.

ebooks
ebooks are compatible with most portable electronic devices including Android tablets/smart phones, Kindles and iPads/iPhones. They can also be viewed on desktop and laptop computers using appropriate EPUB/Kindle reader software (required).

ebooks are not pdf files and cannot be printed. The reading experience will depend on the portable device used or the reading software installed, if viewed on a computer.

Sample chapter download
To check that the file formats are compatible with your device/chosen e-reader software, click on the link below to download a sample.

• Free sample chapters

Printable PDF
A printable PDF of the study text is included within RevisionMate. PDFs can be opened and printed with Adobe Acrobat Reader (free download from www.adobe.com). You can also view a PDF on most portable electronic devices including Android tablets/smart phones, Kindles and iPads/iPhones.

It is strongly recommended that you:

• ensure you have sufficient paper/ink/toner before starting to print; and

• print double-sided, if supported by your printer.

Examination guide

This consists of a specimen examination (with multiple-choice questions), answers and useful hints on how to prepare for the examination.

Redeem exam voucher or book re-sit

Prices displayed apply to those who wish to purchase an exam re-sit. You can also book here if you have a valid exam voucher for which you will not be charged.

Members
£50.00
Non-members
£60.00
Unit W04 exam
 

Study text renewal

Members
£20.00
Non-members
£20.00
Upgrade your study text (printed, ebook and printable PDF) to the next edition

We offer the option for you to extend the life of your enrolment once your course has expired and receive the next edition of the study text together with electronic updates. This option is renewable on an annual basis.

Upgrade your study text (printed, ebook and printable PDF) to the next edition

We offer the option for you to extend the life of your enrolment once your course has expired and receive the next edition of the study text together with electronic updates. This option is renewable on an annual basis.

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 Insurance Coursework assessment guidelines and instructions »
    Download Personal Finance Coursework assessment guidelines and instructions >>
    Download Personal Finance Coursework assignment 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.

Award in Customer Service in Insurance (non-UK) units

W04
Award in Customer Service in Insurance

Learning solutions update

These updates are Learning Solutions updates for study purposes.

2018-19 edition

Pdf icon small W04 2018-19 edition changes

Study text updates:

Pdf icon small W04_2018-19_web_update_1_27-04-2018

Other information:

Pdf icon small International current editions

Exam guide update

The W04 Examination Guide for exams from 1 May 2016 to 30 April 2017 was first published in May 2016. Any questions which have been amended since the examination guide was first published will appear below.

Questions 2, 3, 6, 7 and 21 - amended 14.9.16

 

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.