Motor Insurers' Bureau Customer Charter. OUR VISION To reduce the level and impact of uninsured driving in the UK

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1 Motor Insurers' Bureau Customer Charter OUR VISION To reduce the level and impact of uninsured driving in the UK

2 OUR COMMITMENT TO YOU We are accessible Our office working hours are from 9am to 5pm, Monday to Friday excluding Public Bank Holidays. We are customer focused We expect our employees to be focused on our customers needs and professional at all times. Our employees will provide their name on the phone, in all letters and messages. We are fair and inclusive We will always treat our customers fairly, and will constantly aim to ensure that nothing stands in the way of receiving good service. We are polite, sensitive and respectful We are sympathetic to the needs of our customers. Our employees will behave in a polite and respectful manner. In return we expect the same for our people. It is our policy not to tolerate verbal abuse or threats of physical abuse towards them.

3 OUR SERVICE STANDARDS New Claims Upon receipt of a claim form, we will send an acknowledgement and begin our investigations within 10 working days. With regard to Property Damage claims our investigations typically include: Establishing the facts Confirming the identity of those involved Obtaining independent reports from motor engineers or witnesses Obtaining a police report Contacting other bodies such as the DVLA, your Insurer or a Foreign Bureau. Investigating a Claim In some cases we may ask for additional information from you, such as a sketch of the accident scene. If you are claiming for personal injury, we may also need to obtain: Copies of your medical records from your GP and any hospital you attended after the accident An independent medical report. Dealing with Telephone Calls We will answer telephone calls within 15 seconds during normal working hours (9am - 5pm, Monday to Friday). Your call will be answered in a friendly and professional manner. We will provide technical guidance and support to direct claimants. Please note that we record incoming and out-going telephone calls for training purposes. Dealing with Correspondence We will provide responses to letters within 10 working days. Complaints If you contact us with a complaint, we will investigate it immediately. We will send a full response within 10 working days, unless we need to investigate further. In which case we will let you know when you can expect a full reply.

4 COMPLAINTS AND COMMENDATIONS At the MIB we value your feedback. In the unfortunate event that you feel your claim is not being handled in accordance with your expectations you should contact your claims handler in the first instance, to discuss and advise them of your concerns or issues. The handler will then attempt to resolve the situation. If you remain dissatisfied, you may lodge a formal complaint. You can write to the Customer Service Manager who will investigate your complaint and attempt to resolve the matter. The address is provided opposite. We will welcome positive feedback. If you are happy with our service, please tell us. It helps us to identify good practices and encourages our staff to apply them at all times. Contacting Us Phone us: (Mon - Fri 9am-5pm excluding Public Bank Holidays) us: enquiries@mib.org.uk If you feel your complaint has not been resolved through this procedure, the Chief Executive of the MIB is always happy to review any decisions on complaints. If you are still not satisfied and your complaint is a matter of principle that may be of public interest, you can write to the Minister for Transport. The minister will want assurance that our complaints procedure has been followed before becoming involved. Write to: Minister for Transport Department for Transport Licensing, Roadworthiness & Insurance Division Great Minster House 76 Marsham Street London SW1P 4DR Write to: COMPLAINT/FEEDBACK Customer Service Manager Motor Insurers' Bureau Linford Wood House 6-12 Capital Drive Milton Keynes MK 14 6XT You can also find out more about us on our website at:

5 OUR STAKEHOLDERS Today, there are many people involved in the work of the MIB. From member insurers, claimants and our people, through to solicitors, the police, the judiciary, the medical profession, central and local government agencies - they all have a part to play in the fast and efficient settlement of claims, and in helping to reduce the level and impact of uninsured driving. OUR VALUES - Customer focus - Striving for excellence - Passion - Valued and empowered people - Strong leadership - Unity of purpose