CII candidates hit with exam woes at test centres

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CII candidates hit with exam woes at test centres

Candidates sitting exams with the Chartered Insurance Institute have been hit with more woes at test centres across the country. 

Numerous candidates sitting the R06 exam last week claimed the system froze or shut down hours into the exam, and in some cases work was not saved. 

The candidates sat the exams in person at test centres, but the issues followed a string of technical glitches which plagued advisers taking assessments remotely this summer. 

At test centres in Preston, Leicester, Newcastle and London advisers and trainees reported technical issues, including being kicked out of the computer system multiple times. 

Gill White, chief customer officer of the CII, said there were a "small number of isolated incidents" during the R06 exam where candidates encountered technical issues with the test centre equipment.

She said a power cut had affected one test centre.

Ms White added: "Our exam centre and assessment provider PSI is investigating why these issues occurred so that measures can be put in place to ensure it will not happen again.

"We apologise to this candidate and will discuss their circumstances with them to understand and support them effectively.

"As with any session, any candidate who feels their performance was impacted by a technical issue – or personal circumstance – should email us to request special consideration during marking."

Some candidates also hit stumbling blocks with the onscreen calculator used throughout the exam. 

Luiza Todd, director at Bespoke Training Solutions, said:Following on from the challenges that the CII experienced in July with the remote exam system, I wanted to sit R06 myself, so that I would be better-informed, and could give a more accurate steer to future candidates who would be using the remote system.

"I approached this with some trepidation, but reassured by the fact that the CII had enough confidence to offer remote sittings again. However, it was not all smooth sailing."

She said two hours and 40 minutes into the exam the screen display disappeared, which took half an hour for the invigilators to resolve. 

Ms Todd said she had submitted a complaint to the CII. 

She said her candidates sitting the R03 taxation exam were also formally told by the CII they could use their own calculators, but on the day the exam invigilator insisted they use the onscreen calculator instead – with which they had not practised. 

Ms White said this was due to invigilator "oversight" at two test centres. 

She said: "Following feedback from our candidates on the use of the onscreen calculator, we decided to allow candidates to take a non-programmable calculator into October CII exam sittings. 

"This was communicated to our exam and assessment provider PSI. Unfortunately, we have been made aware of two centres that did not follow our instructions and permit candidates to use a non-programmable calculator.

"PSI have raised this issue with the centres concerned and reinforced this change with all their invigilators. We apologise for this oversight by these centres."

Ms White again urged any candidates who felt the issue had impacted their performance to get in touch with the CII. 

Remote exams

The latest incidents followed a series of technical pitfalls that troubled candidates sitting their exams with the CII remotely this summer amid the coronavirus crisis.  

In July and August FTAdviser reported how advisers were repeatedly falling foul of the issues, with some dubbing the process an "absolute disgrace". 

In response to the backlash, the professional body confirmed it would be offering a free October re-sit to all candidates who failed the remote exams in July, regardless of whether they reported technical issues at the time. 

During one exam in August the glitches prevented 10 per cent of candidates from completing the test.

Some advisers claimed they had been left in the dark by the professional body throughout the process, with candidates unable to contact the CII via email or telephone for updates. 

Last month, the CII wrote to more than 4,500 candidates set to sit exams in October, warning their timetable may change to comply with coronavirus safety measures at test centres. 

The changes, intended to ensure the safety of candidates, meant some did not get a place at their preferred test centre. The professional body promised an alternative sitting would be arranged free of charge before April next year. 

The CII told FTAdviser it had chosen to exclusively use test centres for exams in October after "carefully reflecting" on the experience of candidates sitting remotely invigilated exams in July. 

rachel.mortimer@ft.com 

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