CEO Today United Kingdom Awards

www.ceotodaymagazine.com 50 CEO Today United Kingdom Awards 2019 INSURANCE DOMINIC CLAYDEN Chief Executive of MIB (Motor Insurers’ Bureau) Many people might not be aware of the full extent of MIB’s reach. What services does MIB provide? MIB’s services are designed to benefit society and our reach has grown over the years as we’ve been asked to lead or provide essential support to insurance industry and government initiatives. These requests reflect stakeholder groups’ confidence in our impartiality and our status as a not- for-profit, trusted organisation. MIB is already charged with dealing with the causes and consequences of uninsured and ‘hit and run’ driving but we’re also a utility that delivers secure and reliable services driven by data that the insurance industry wants to, and needs to, provide. Through our managed services function we are able to support a range of interested parties to interact in the interests of claimants. Our capability also includes the work of the Insurance Fraud Bureau which is the UK insurance industry’s central data intelligence hub to identify fraud. The IFB supports authorities to bring those responsible to justice. A regrettable feature in recent years has been the increased use of vehicles in terrorist-related incidents which have had tragic consequences. Following consultation in 2018, the motor insurance industry voted overwhelmingly for MIB to handle claims for terrorism arising out of the use of a vehicle. Our operational responsibility for this took effect from 1 January 2019. What are the core values at MIB? MIB is an organisation determined to provide great service and to demonstrate value and benefit to all who have a vested interest in the unique and diverse role we play. The passion, One year in at MIB, Dominic Clayden is still struck by the scope of what the organisation delivers and how colleagues are deeply connected to its social purpose. Here he explains all. belief and commitment that colleagues show every day is outstanding. Recruiting, retaining and motivating talented staff involves having a great culture and this means a workplace which genuinely includes and fosters all those within it. Our vision is quite simple: “When our people come into work each day, we want them to do so with a smile on their face because they’re excited by the work they do; they’re managed by inspirational leaders; and work with amazing people who are dedicated to making a difference to society. In fact, regardless of your background, gender, sexual orientation or anything else you consider yourself to be, there is a place for you at MIB. A place where you can be yourself and bring your best self to work. Every day.” What’s next for MIB? What’s clear, and in common with most organisations, is how we continue to grapple with the advance of technology and the ethical use of the data that we hold. The services we provide are broader than dealing exclusively with the insurance and legal sectors - we’re increasingly developing our offering to the consumer market. For example, MIB has been selected by the UK government’s Ministry of Justice to deliver the Litigants in Person Portal in 2020. Evolution is a fact of life and a necessity for every business. At MIB we’re embarking on our own programme to transform our systems to keep up to date with what customers expect and improve their experience, for example we’re introducing new technology and ways of working which will enable us to process claims more efficiently and through online systems. I’m hugely excited about what lies ahead for MIB and what we can achieve with our diverse, talented people. We’re ambitious about the services we’ll provide and what we have to do to get there – we know the public and our business customers expect nothing less. Q Q Q www.mib.org.uk