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

Key information

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:


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



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Due to the extent of syllabus overlap, certain combinations of current and withdrawn CII units will result in only one award of credits.

If a withdrawn equivalent is held you may not need to complete a current unit in order to satisfy a qualification's completion rules.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 »