Award in Customer Service in Insurance


This single-unit qualification is designed for those working in customer facing roles in insurance outside the UK. It helps build the skills and knowledge required to deliver excellence in customer service.

Who is it for?

  • Non-UK insurance practitioners at the start of their career.
  • Customer facing staff or those looking to move into such a role.
  • Sales support and claims settlement staff within intermediaries and providers.


What candidates will learn

At the end of this qualification, candidates will be able to demonstrate their knowledge and understanding in the following areas:

  • how to fulfil customer requirements in the insurance sector;
  • the importance of customer feedback to improve service in the insurance sector;
  • the importance of good communication to maintain and build client relationships in the insurance industry;
  • how to deal with conflict within an insurance environment;
  • the importance of keeping accurate and confidential records when dealing with customers;
  • how to manage own workload and time to meet business requirements and timescales;
  • how to work with others to achieve team and organisational objectives;
  • the sales process;
  • how to increase sales activities.


Entry requirements


Recommended study time

50 study hours

Completion requirements

To complete you need to obtain 15 CII credits by passing unit (W04) Award in Customer Service in Insurance.

Package contents

  • Study text
  • Exam guide
  • First exam entry.


Exam format

  • 1.5 hour exam
  • 50 multiple choice questions written to 10 case studies
  • 70% nominal pass mark
  • Results released after 5 weeks.


Member designation

CII (Award)

More details and to enrol online

Visit the CII website

How to get in touch

You can discuss this qualification with our Corporate Customer Service team either by calling 020 8530 0862 or emailing They can also put you in touch with one of our Corporate Development Managers.