How are we funded?
Every Insurer underwriting compulsory motor insurance is obliged, by virtue of the Road Traffic Act 1988, to be a member of MIB and to contribute to its funding.
A company limited by guarantee
The Motor Insurers' Bureau is a company limited by Guarantee registered in England and Wales under company number 412787 (VAT number 991 2548 92) whose registered office is at Linford Wood House, 6-12 Capital Drive, Milton Keynes MK14 6XT.
The MIB Group consists of the Motor Insurers’ Bureau (MIB) and subsidiary companies Tracing Services Limited, MIB Management Services Limited and MIB Portal Services Limited.
Through these subsidiaries, in addition to managing CUE (Claims and Underwriting Exchange), MIAFTR (Motor Insurance Anti-Fraud & Theft Register) and the Claims Portal, we also provide management services to the Employers’ Liability Tracing Office (ELTO) and support services to the Insurance Fraud Bureau (IFB).
Our standards of achievement
With Chartered Insurer status and as a signatory to the CII Aldermanbury Declaration, the Bureau has made a demonstrable commitment to high standards and professional development.
Our Investors in People (IiP) accreditation and membership to the Institute of Leadership and Management (ILM) signifies that MIB recognises the importance of learning and development to achieving corporate objectives through investment in our people.
We are committed to protecting the data assets we have been entrusted to manage, at the same time as enhancing our attention to security across all areas of the business, supported by good processes and trained people. The organisation is proud to have been formally recognised and certified against the ISO27001 information security standard.
Our promise to you
We promise to deliver a prompt and fair service and everyone we deal with is protected by our Customer Charter.
The services provided by the MIB Group all aim to achieve our mission and are carried out to a standard which reflects our core organisational values.
We always aim to treat our customers with respect. We will be open, honest and fair in everything that we do.
You can expect that we will:
- Answer your telephone calls promptly
- Try to help you on your first call without transferring you to someone else
- Respond to any voice messages within 24 hours
- Respond to any letters, e-mails or faxes within 10 working days
- Provide you with the name of the person you are communicating with
- Make reasonable adjustments to accommodate disability.
Complaints and feedback
We value feedback on the services we provide, whether good or bad. If you would like to contact us to make a complaint or to provide feedback on any of our services, please contact our Customer Services Manager:
Telephone: 01908 830001
Post: FAO Customer Services Manager
Motor Insurers’ Bureau
6-12 Capital Drive
We will start investigations into any complaints immediately and will provide a full response within 10 working days.
Our core office hours are from 9am to 5pm, Monday to Friday, excluding public holidays.
Please note that we record all incoming and outgoing telephone calls for compliance purposes.