Cookies on the CII website

By using and browsing the CII-HK 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 (non-UK)

W04 (15 credits – Certificate level 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. This unit can only be awarded to non-UK residents. 

Download the 2019/20 exam guide (PDF) 

Download 2019/2020 syllabus (PDF)

 

Assessment 

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

Recommended study hours: 50

Remote Invigilation for this unit

Toilet breaks are not allowed for remotely invigilated examination so please ensure you go before the start of your examination.  If you require an adjustment to this rule please apply here.

Recreating a formal exam centre, remote invigilation connects you to a live invigilator for your exam. There is an additional fee of £25 to sit your exam by remote invigilation. Before choosing to sit your exam by remote invigilation you must check that your equipment is suitableImportant: Scroll down the ‘Testing Your Equipment’ page, complete the ‘Live technician’ form to connect to a Help Desk Technician and ask for a full system check. You must use Chrome or Firefox. Safari is not compatible with CII testing software. Further information can be found on the remote invigilation page. If you would like to sit your exam by remote invigilation you will be required to place your booking through the UK website. Exam results will be immediately available as soon as you have completed your exam.

 

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

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

 

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

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

Members
£92.00
Non-members
£102.00
Digital course, study text and exam entry **Availability: study text - 28 Feb 20 / digital course - 31 Mar 20**

Included in your Enrolment (access to digital products available until 30 Apr 2021):

Digital course

This interactive course covers the content of the unit syllabus and includes lots of additional features over the study text, such as videos, animations, infographics, illustrations and self-test questions.

This is available via RevisionMate and access is only available during your enrolment period.

Please note:

  • An internet connection is required to make use of all the features.
  • You can only access the digital course using a web browser and not via the RevisionMate app.

Study text

Developed to assist you in understanding and learning the exam syllabus, the study text breaks down the syllabus into concise sections, with each chapter containing clearly defined learning outcomes and a series of self-test questions.

A printable PDF and ebook of the study text are available on RevisionMate. Access is only available during your enrolment period. Online updates to the study text will also be made available (further details are included on the title page of the study text).

Printable PDF

PDFs can be opened and printed with Adobe Acrobat Reader (free download from http://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, as study texts are typically 200 pages long; and
  • print double-sided, if supported by your printer.

ebook

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.

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

Printed copy of the study text

If you would like a printed copy of the study text, please select the ‘Printed and digital’ option, which will incur postage and packaging charges:

  • £7 per order: UK, Channel Isles, Isle of Man, Republic of Ireland, Malta and Gibraltar.
  • £15 per order: All other countries.

RevisionMate

You will have access to an unrivalled suite of online services to support your studies through our RevisionMate study tool. Access is only available during your enrolment period.

Support typically includes a study planner, a knowledge check (multiple-choice test) facility covering each chapter, student discussion forum and the latest examination guide.

Exam entry

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


Digital course, study text and exam entry **Availability: study text - 28 Feb 20 / digital course - 31 Mar 20**

Included in your Enrolment (access to digital products available until 30 Apr 2021):

Digital course

This interactive course covers the content of the unit syllabus and includes lots of additional features over the study text, such as videos, animations, infographics, illustrations and self-test questions.

This is available via RevisionMate and access is only available during your enrolment period.

Please note:

  • An internet connection is required to make use of all the features.
  • You can only access the digital course using a web browser and not via the RevisionMate app.

Study text

Developed to assist you in understanding and learning the exam syllabus, the study text breaks down the syllabus into concise sections, with each chapter containing clearly defined learning outcomes and a series of self-test questions.

A printable PDF and ebook of the study text are available on RevisionMate. Access is only available during your enrolment period. Online updates to the study text will also be made available (further details are included on the title page of the study text).

Printable PDF

PDFs can be opened and printed with Adobe Acrobat Reader (free download from http://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, as study texts are typically 200 pages long; and
  • print double-sided, if supported by your printer.

ebook

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.

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

Printed copy of the study text

If you would like a printed copy of the study text, please select the ‘Printed and digital’ option, which will incur postage and packaging charges:

  • £7 per order: UK, Channel Isles, Isle of Man, Republic of Ireland, Malta and Gibraltar.
  • £15 per order: All other countries.

RevisionMate

You will have access to an unrivalled suite of online services to support your studies through our RevisionMate study tool. Access is only available during your enrolment period.

Support typically includes a study planner, a knowledge check (multiple-choice test) facility covering each chapter, student discussion forum and the latest examination guide.

Exam entry

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

Enrolment – 2019–20 edition (applicable to exams sat 01 May 19 to 30 Apr 20)

Members
£92.00
Non-members
£102.00
Study text and exam entry

Included in your Enrolment:

Study text

Developed to assist you in understanding and learning the exam syllabus, the study text breaks down the syllabus into concise sections, with each chapter containing clearly defined learning outcomes and a series of self-test questions.

A printable PDF and ebook of the study text are available on RevisionMate. Access is only available during your enrolment period. Online updates to the study text will also be made available (further details are included on the title page of the study text).

Printable PDF

PDFs can be opened and printed with Adobe Acrobat Reader (free download from http://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, as study texts are typically 200 pages long; and
  • print double-sided, if supported by your printer.

ebook

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.

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

Printed copy of the study text

If you would like a printed copy of the study text, please select the ‘Printed and digital’ option, which will incur postage and packaging charges:

  • £7 per order: UK, Channel Isles, Isle of Man, Republic of Ireland, Malta and Gibraltar.
  • £15 per order: All other countries.

RevisionMate

You will have access to an unrivalled suite of online services to support your studies through our RevisionMate study tool. Access is only available during your enrolment period.

Support typically includes a study planner, a knowledge check (multiple-choice test) facility covering each chapter, student discussion forum and the latest examination guide.

Exam entry

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


Study text and exam entry

Included in your Enrolment:

Study text

Developed to assist you in understanding and learning the exam syllabus, the study text breaks down the syllabus into concise sections, with each chapter containing clearly defined learning outcomes and a series of self-test questions.

A printable PDF and ebook of the study text are available on RevisionMate. Access is only available during your enrolment period. Online updates to the study text will also be made available (further details are included on the title page of the study text).

Printable PDF

PDFs can be opened and printed with Adobe Acrobat Reader (free download from http://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, as study texts are typically 200 pages long; and
  • print double-sided, if supported by your printer.

ebook

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.

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

Printed copy of the study text

If you would like a printed copy of the study text, please select the ‘Printed and digital’ option, which will incur postage and packaging charges:

  • £7 per order: UK, Channel Isles, Isle of Man, Republic of Ireland, Malta and Gibraltar.
  • £15 per order: All other countries.

RevisionMate

You will have access to an unrivalled suite of online services to support your studies through our RevisionMate study tool. Access is only available during your enrolment period.

Support typically includes a study planner, a knowledge check (multiple-choice test) facility covering each chapter, student discussion forum and the latest examination guide.

Exam entry

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

Redeem exam voucher or book re-sit

Members
£51.00
Non-members
£61.00
Unit W04 exam
 

Study text renewal

Members
£21.00
Non-members
£21.00
Update your study text to the next edition (Digital only)

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.

Printed copy of the study text

If you would like a printed copy of the study text, please select the ‘Printed and digital’ option, which will incur postage and packaging charges:

  • £7 per order: UK, Channel Isles, Isle of Man, Republic of Ireland, Malta and Gibraltar.
  • £15 per order: All other countries.

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

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.

Printed copy of the study text

If you would like a printed copy of the study text, please select the ‘Printed and digital’ option, which will incur postage and packaging charges:

  • £7 per order: UK, Channel Isles, Isle of Man, Republic of Ireland, Malta and Gibraltar.
  • £15 per order: All other countries.
Members
£21.00
Non-members
£21.00
Update your study text to the next edition (Printed and digital)

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.

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

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.

Learning solutions update

These updates are Learning Solutions updates for study purposes.

2019-20 edition

Pdf icon small W04 2019-20 edition changes

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.