CII Customer Service in Insurance (IF9) — Information & Free Practice

About CII Customer Service in Insurance (IF9)

CII Customer Service in Insurance (IF9) · GB

Key exam facts

Provider

The Chartered Insurance Institute (CII) owns and develops IF9; its Qualifications and Assessment Department produces the examination guide.

Format

Computer-based, four-option single-response multiple-choice questions written to 10 case studies. Available at exam centres or by remote invigilation; daily bookings are subject to availability.

Exam questions

Total questions: 50.

Time limit

90 minutes of examination time; not the 60 recommended study hours or the enrolment/voucher validity period.

Passing score

Standard pass mark: 70%. CII adjusts MCQ marks where necessary for exam-version difficulty and reports adjusted marks relative to the standard; 70% is not a guarantee of an invariant raw-score threshold.

Exam fee

UK English Enrolment only displayed price checked 30 October 2026: GBP £274 for members, £359 for non-members; includes 12-month study-material access and assessment entry with an 18-month exam voucher. Printed material incurs additional postage/packaging at checkout; revision aids are additional purchases. This is the enrolment bundle price, not a separately verified resit-only fee.

Topics covered

• Know how to fulfil customer requirements in the insurance sector (18%)

  • Outline the structure and operation of the insurance market.
  • Describe the features of good faith and the methods used to obtain material information.
  • Explain the various types of customer in the insurance sector including their demands and needs.
  • Explain the importance of customers’ experiences in developing good relationships.
  • Explain why it is important to observe legal, organisational and ethical rules when providing information to customers.
  • Explain the possible consequences of not giving customers current and accurate information.
  • Explain the importance of effective complaints handling.
  • Explain the factors affecting the attraction and retention of customers.
  • Explain ways in which relationships with customers can be improved.
  • Describe the issues and concerns which may affect both internal and external customers.
  • Explain the importance of keeping customers updated.

• Understand the importance of customer feedback to improve service in the insurance sector (8%)

  • Explain the importance of customer feedback.
  • Describe different methods of collecting formal and informal feedback.
  • Explain various ways that feedback can be depicted (charts, graphs, pictograms).
  • Describe data protection legislation and its implications for collecting, storing and using customer feedback.

• Understand the importance of good communication to maintain and build client relationships in the insurance industry (14%)

  • Explain the stages in the communication process.
  • Describe barriers to communication and how these can be overcome.
  • Explain the advantages and disadvantages of the various methods of communication.
  • Explain how non-verbal communication can influence relationships in the insurance industry.
  • Explain why it is important to use feedback to check the effectiveness of the communication process.
  • Explain the importance of accurate and clear written communication.
  • Describe the steps of the ideal call structure and the skills needed at each stage.
  • List common forms of challenging calls and describe ways to deal with them.

• Know how to deal with conflict within an insurance environment (8%)

  • Describe factors that can trigger a negative response in customers.
  • Explain the stages in the escalation of conflict.
  • Explain the importance of following organisational policies and guidelines when dealing with conflict situations.
  • Describe ways in which conflict can be diffused.

• Understand the importance of keeping accurate and confidential records when dealing with customers (6%)

  • Explain the importance of keeping accurate records of communication with customers.
  • Explain the importance of keeping customers’ information confidential.
  • Explain the possible consequences of not maintaining client confidentiality.

• Know how to manage own workload and time to meet business requirements and timescales (4%)

  • Describe factors that may impact on personal workload and time availability.
  • Explain techniques for managing workload and time more effectively.

• Know how to work with others to achieve team and organisational objectives (14%)

  • Explain what makes teams effective.
  • Explain how relevant information can be shared to enhance team effectiveness and lead to a positive customer experience.
  • Explain how individual behaviour can have a positive or negative effect on the team and how this may impact the customer.
  • Explain how individuals can contribute towards the achievement of team and organisational goals.
  • Explain what situations should be referred to someone with higher authority.

• Understand the sales process (14%)

  • Explain the difference between processing orders and selling.
  • Describe the stages that lead to a sale.
  • Explain the difference between advised and non-advised sales.
  • Describe the key characteristics in successful selling.

• Know how to increase sales activities (8%)

  • Explain how to obtain sufficient information from customers to support sales.
  • Describe how to make links between information provided by customers and products to create sales opportunities.
  • Describe how to communicate the features and benefits of products to customers.
  • Explain how to identify cross-selling and up-selling opportunities.
  • Explain how to develop customer loyalty and retention.

• Know the main regulatory and legal requirements applicable to the application of insurance business (6%)

  • Explain the role of the Financial Conduct Authority (FCA) and Prudential Regulation Authority (PRA) in the authorisation, supervision and regulation of insurers.
  • Explain the importance of Consumer Duty and achieving positive customer outcomes.
  • Describe the FCA’s requirements in relation to handling complaints.
  • Describe the services provided by the Financial Ombudsman Service.

How to prepare

Work through the topics, read the explanation after each answer, and revisit the areas where you miss questions. Use the official outline and reference materials below to guide your study.

These independent practice questions are not actual exam items and do not guarantee a passing result.

Frequently asked questions

Official sources and references

• IF9 examination syllabus 2027

  p. 1, Important notes

• IF9 examination syllabus 2027

  pp. 2–3, assessment criteria 1.1–10.4

• IF9 examination syllabus 2027

  p. 1, test specification footnote

• IF9 examination syllabus 2027

  p. 1, Important notes, syllabus examination-period end date

• IF9 examination syllabus 2027

  p. 1, Important notes

• IF9 examination guide 2027

  p. 5, Examination Information

• CII Customer Service in Insurance (IF9) unit page

  Assessment

• CII IF9 rendered purchase options

  Product purchase options, Enrolment only

• CII Understanding your exam result

  p. 1, Awarding process – MCQ exams

• IF9 examination syllabus 2027

  p. 1, Important notes, syllabus examination-period bullet

• CII Customer Service in Insurance (IF9) unit page

  Study material currently available on RevisionMate, 2027 examination-period end date

Confirm current exam arrangements with the exam provider.