The Chartered Insurance Institute (CII) is continuing its efforts to solve technical issues with online examinations.

The issue that has flared on and off since the start of the pandemic has caused outbursts from advisers on social media.

Cura managing director Kathryn Knowles says the CII contacted her the day after she flagged up issues she and members of her team encountered.

The issues were linked to the identification process.

She tells Mortgage Strategy sister magazine Money Marketing: “They called me to investigate the issue and they are doing a very clear investigation.

“They discussed some steps that they are taking to improve the examination process.”

It was reported last month that the CII set up an action group to improve its remote exam offering based on feedback the organisation receives.

The CII recently investigated a complaint that had been made about an exam sitting at the end of January.

Technology issues at the verification stage may have been the cause of the problem.

Knowles and her colleagues were taking the R01 examination last week.

She says: “We have all had issues with the identification process. For one of my colleagues, it took 45 minutes.

“Another one was told to get a glass and put it between her camera and the ID because that could potentially stop it being as blurry.

“I would not have been able to sit the exam if my husband had not been here because he works in tech.

“We use dual monitors, so I unplugged all the monitors before I turned the computer on. The computer was still saying that there were two monitors. My husband had to go into the background to tell the computer there was only one monitor.

“Without this, I would not have even been allowed into the exam.”

The CII confirmed to Money Marketing it is aware that a candidate had an issue signing-into last week’s R01 examination.

This was due to the computer set-up. The CII added that 700 sittings were successfully completed.

CII chief customer officer Gill White says: “Any candidate facing an issue with signing-in to a CII remote invigilation examination should use webchat facility or call the PSI Technical Support number provided at the beginning of the exam.

“We investigate all issues so we can learn and improve the customer experience.

“It is only from such issues being reported that we can continually improve this offering that is allowing so many candidates to complete their qualification and continue their career journey.”

Knowles said that everything went well apart from this technical issue.

“I passed the exam, so that’s all good. It was just a very difficult time while it was actually happening,” she says.

The CII said that examinations are available via remote invigilation or can be booked to be sat in centres.