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Award in Customer Service in Insurance (non-UK)

W04 (15 credits – Certificate level)

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. This unit can only be awarded to non-UK residents. 

Download the 2019/20 exam guide (PDF) 

Download 2019/2020 syllabus (PDF)

Download the 2020/21 exam guide (PDF) 

Download 2020/2021 syllabus (PDF)


  • 90 minute exam
  • 50 multiple choice questions based on 10 case studies
  • 70% nominal pass mark

Recommended study hours: 50

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 or sit your exam from home with remote invigilation
  • 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

Printed and digital options

*** Click here for an important notice for international deliveries ***

By purchasing the ‘Printed and digital’ option, you will incur an additional charge for postage and packaging:

£7 per order: UK, Channel Isles, Isle of Man, Republic of Ireland, Malta and Gibraltar.

£15 per order: All other countries.

For more information on Digital-only options, please visit: 'Digital Only' FAQ's


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Enrolment – 2020-21 edition (applicable to exams sat 01 May 20 to 30 Apr 21)

Information Study text and exam entry

  • Non-members £102.00
  • Members £92.00

Redeem exam voucher or book re-sit

Information Unit W04 exam

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.

  • Non-members £61.00
  • Members £51.00

Study text renewal

Information Update your study text to the next edition (Digital only)

  • Non-members £21.00
  • Members £21.00

Information Update your study text to the next edition (Printed and digital)

  • Non-members £21.00
  • Members £21.00