CII IF9 CUSTOMER
SERVICE IN INSURANCE
PRACTICE TEST 2026
COMPLETE 50Q
Question 1: Case 1: Northbridge Insurance Brokers receives an enquiry from Maya, who wants household insurance solely for her own home. For customer- classi�cation purposes, Maya is best described as which type of customer?
Choices:
1) A consumer because she is acting outside a trade or profession 2) A commercial customer because she is buying a �nancial product 3) An internal customer because the broker will service her policy 4) A wholesale customer because the policy is placed through an intermediary
Correct Answer: A consumer because she is acting outside a trade or profession
Explanation: Maya is buying insurance in a private capacity rather than for a trade or profession, so she is a consumer. Commercial customers buy insurance for business or professional purposes.Page 1
Question 2: Case 1: Northbridge also advises a manufacturing company arranging property insurance. Before the commercial contract is entered into, what disclosure standard is most relevant to the insured under the Insurance Act 2015?
Choices:
1) It must make a fair presentation of the risk 2) It must disclose only facts speci�cally requested by the insurer 3) It must guarantee that every estimate it gives is exact 4) It has no disclosure duty once a broker is appointed
Correct Answer: It must make a fair presentation of the risk
Explanation: For non-consumer insurance, the Insurance Act 2015 requires the insured to make a fair presentation of the risk before the contract is entered into. This includes appropriate disclosure and substantially correct material representations.Question 3: Case 1: Maya asks what an insurance intermediary normally does in the market. Which description is most accurate?
Choices:
1) It sets the statutory solvency requirements for insurers 2) It brings customers and insurers together and may arrange or advise on cover 3) It guarantees payment of every claim declined by an insurer 4) It acts as the �nal independent appeal body for complaints Correct Answer: It brings customers and insurers together and may arrange or advise on cover Explanation: An insurance intermediary helps connect customers with insurers and may arrange, introduce or advise on insurance depending on its permissions and service model.Prudential regulation and independent complaint resolution are di�erent functions.Page 2
Question 4: Case 1: A Northbridge adviser discovers that an old product summary sent to customers understates a key exclusion. What is the most important immediate customer-service reason to correct the information?
Choices:
1) Accurate information removes the need for customers to read policy documents 2) Only insurers, not intermediaries, are responsible for information accuracy 3) Current and accurate information supports informed decisions and reduces the risk of customer detriment 4) Corrections are necessary only when a customer has already complained Correct Answer: Current and accurate information supports informed decisions and reduces the risk of customer detriment Explanation: Customers need current and accurate information to make informed decisions.Incorrect or outdated information can cause misunderstanding, unsuitable decisions, complaints, reputational damage and regulatory concerns.Question 5: Case 1: Northbridge wants feedback after every completed household quotation and needs numerical results that can be compared month by month.Which method would best support that objective?
Choices:
1) An unstructured conversation with one adviser 2) A short survey using a consistent rating scale 3) A focus group with no standard questions 4) A review of one individual complaint �le
Correct Answer: A short survey using a consistent rating scale
Explanation: A consistent rating-scale survey produces quantitative data that can be aggregated and compared over time. Unstructured conversations and focus groups are mainly qualitative and are less suitable for routine numerical trend measurement.Page 3