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Life and pensions customer operations

LP1 (15 CII credits – Certificate level)

The objective of this unit is to develop a knowledge and understanding of how life and pensions customer operations activities and customer services techniques relate to the consumer environment, and to develop an ability to apply this understanding to a range of customer operations scenarios.


Download 2019/20 syllabus (PDF)

Download 2019/20 exam guide (PDF)

Download 2020/21 syllabus (PDF)

Download 2020/21 exam guide (PDF)


  • 90 minutes exam
  • 15 multiple choice questions
  • 35 multiple choice questions related to 7 case studies
  • The pass rate for those completing the unit is currently 88%
  • The nominal pass mark is 70%

Recommended study hours: 60 (will vary depending on your experience and ability)

Printed and digital options

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£15 per order: All other countries.

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Enrolment – 2020–21 edition (applicable to exams sat 01 Sep 20 to 31 Aug 21)

Information Study text and exam entry

  • Non-members £199.00
  • Members £163.00

Study text renewal

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

  • Non-members £36.00
  • Members £31.00

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

  • Non-members £36.00
  • Members £31.00