Cookies on the CII website

By using and browsing the CII website, you consent to cookies being used in accordance with our policy. If you do not consent, you are always free to disable cookies if your browser permits, although doing so may interfere with your use of some of our sites or services. Find out more »

Chartered Insurance Institute
Recently added to my basket
 
Sorry but there was an error adding this to your basket. Please try adding it again
 
 

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.

Enrolment for the Award in Customer Service in Insurance includes everything you need for a single fee: study text, examination guide and exam entry:

  • The study text covers the exam syllabus in a straightforward and user-friendly format, and includes examples, key point  summaries and self-test questions.
  • The exam guide includes a specimen exam paper and hints and tips on how to pass.   Download a free copy of the exam guide.
  • The price below covers the study text, examination guide and one exam entry. To enrol on the package simply select your exam centre location and date below.
  • The Award in Customer Service in Insurance not available for enrolments in the UK. Outside the UK, enrol online using the 'Book now' button below. To enrol for the Award in Guernsey, Jersey or Isle of Man, please call Customer Service on +44 (0)20 8989 8464.

Exam re-sits

To book an exam re-sit for the Award in Customer Service in Insurance please contact customer service on +44 (0)20 8989 8464.

Not a member?

Members receive exclusive discounts on CII tuition, courses and exam entry


Select the arrow on the right, next to the displayed currency to show the price in your preferred currency. Please note that this is only a guide and all payments are currently taken in Pound Sterling (£ GBP) only.
Currency conversion:
Guide exchange rate 0

Study package - 2017/18 edition (applicable to exams sat 01 May 17 to 30 Apr 18)

Members
£90.00
Non-members
£100.00
Study text (printed and ebook) with updates, RevisionMate, exam guide and exam entry

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.

Enrolment for the Award in Customer Service in Insurance includes everything you need for a single fee: study text, examination guide and exam entry:

  • The study text covers the exam syllabus in a straightforward and user-friendly format, and includes examples, key point  summaries and self-test questions.
  • The exam guide includes a specimen exam paper and hints and tips on how to pass.    Download a free copy of the exam guide.
  • The price below covers the study text, examination guide and one exam entry. To enrol on the package simply select your exam centre location and date below.
  • The Award in Customer Service in Insurance not available for enrolments in the UK. Outside the UK, enrol online using the 'Book now' button below. To enrol for the Award in Guernsey, Jersey or Isle of Man, please call Customer Service on +44 (0)20 8989 8464.

ebooks

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

Please note:

  • 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.

An ebook provides the same benefits as the the printed study text, with the same enrolment period, updates to content and access to RevisionMate. The cost (incl.VAT) is the same as the equivalent printed study text.

Additional benefits include:

  • Portability - study on the move and when using a printed study text isn't practical
  • Reduced paper use - paperless study reduces your impact on the environment
  • No postage fee - ebooks are delivered electronically through RevisionMate
  • Fast delivery - we aim for same day delivery for orders before midday Monday to Friday(customers receive an email to confirm their ebook is ready to download).

Depending on the device used, ebook features can include:

  • Annotation tools - these include the ability to add notes to pages and highlight key points
  • Easy navigation - interactive contents page and search function help you pinpoint content
  • Quick web link access - related articles and resources can be accessed with a single click
  • In-built dictionary - definitions for unfamiliar words
  • Read-aloud - available on supporting devices, allowing increased accessibility.

Find out more


Study text (printed and ebook) with updates, RevisionMate, exam guide and exam entry

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.

Enrolment for the Award in Customer Service in Insurance includes everything you need for a single fee: study text, examination guide and exam entry:

  • The study text covers the exam syllabus in a straightforward and user-friendly format, and includes examples, key point  summaries and self-test questions.
  • The exam guide includes a specimen exam paper and hints and tips on how to pass.    Download a free copy of the exam guide.
  • The price below covers the study text, examination guide and one exam entry. To enrol on the package simply select your exam centre location and date below.
  • The Award in Customer Service in Insurance not available for enrolments in the UK. Outside the UK, enrol online using the 'Book now' button below. To enrol for the Award in Guernsey, Jersey or Isle of Man, please call Customer Service on +44 (0)20 8989 8464.

ebooks

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

Please note:

  • 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.

An ebook provides the same benefits as the the printed study text, with the same enrolment period, updates to content and access to RevisionMate. The cost (incl.VAT) is the same as the equivalent printed study text.

Additional benefits include:

  • Portability - study on the move and when using a printed study text isn't practical
  • Reduced paper use - paperless study reduces your impact on the environment
  • No postage fee - ebooks are delivered electronically through RevisionMate
  • Fast delivery - we aim for same day delivery for orders before midday Monday to Friday(customers receive an email to confirm their ebook is ready to download).

Depending on the device used, ebook features can include:

  • Annotation tools - these include the ability to add notes to pages and highlight key points
  • Easy navigation - interactive contents page and search function help you pinpoint content
  • Quick web link access - related articles and resources can be accessed with a single click
  • In-built dictionary - definitions for unfamiliar words
  • Read-aloud - available on supporting devices, allowing increased accessibility.

Find out more

Study text renewal

Members
£20.00
Non-members
£20.00
Upgrade your study text (printed and ebook) 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 and you will be sent a letter inviting you to update your material.

Upgrade your study text (printed and ebook) 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 and you will be sent a letter inviting you to update your material.

Book exam or redeem exam voucher

Book here if you have not yet booked your exam and have a valid exam voucher. You will not be charged. Prices displayed apply to those with a valid enrolment who wish to re-sit the exam.

Members
£50.00
Non-members
£60.00
Unit W04 exam
 

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.

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.

2017-18 edition

Pdf icon small W04 2017-18 edition changes

There are currently no updates to this study text:

View the latest information on:

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.