Privacy and Cookie Policy of MIB's website

The Motor Insurers’ Bureau (MIB or “we”) provide several different services to the public, Insurance Industry and other organisations. We respect your privacy and are committed to protecting your personal data. Our Privacy Notices are designed to be as clear as possible, while delivering the information required for the different audiences.

Privacy Notices for MIB Services

To view the specific Privacy Notices, please click on the appropriate links below:

MIB website privacy policy

By submitting any information about you and/or others within this website, you and they consent to its use as set out in this Privacy Policy.

This Policy (together with our Terms of Use and Cookies Policy and any other documents referred to in it) sets out the basis on which any personal data we collect from you, or that you provide to us via this website, will be processed by us. Please read the following carefully to understand our views and practices regarding your personal data and how we will treat it. By visiting www.mib.org.uk (this “Website”) you are accepting and consenting to the practices described in this policy.

For the purpose of the General Data Protection Regulations, the data controller is Motor Insurers’ Bureau of Linford Wood House, 6-12 Capital Drive, Milton Keynes MK14 6XT (“us”, “our”).

1. Introduction

This Privacy Notice (“Notice”) explains how Motor Insurers Bureau (“MIB”) and its affiliated companies and subsidiaries collects and uses personal data in connection with this website. Throughout this Notice MIB may be referred to as “we”, “us” or “our” or “MIB”.

MIB is the data controller responsible for the personal data collected about you connection with this website.

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2. Information We Collect About You

The personal data we collect and use in connection with this website may include:

contact details, such as your name, email address, postal address or telephone number;
other personal details, such as your date of birth or gender;
financial details, such as your bank account details or payment card details;
demographic details, such as your information about your lifestyle, insurance requirements or insurance status;
health information, such as information about your existing health status or prognosis;
insurance claims history, such as information concerning your previous insurance claims;
information your provide when you register to use our website or enquire about our products or services;

technical information, such as information about your device IP address, geolocation, MAC access and other information about the devices you use to access our website.

If you are an individual involved in a claim, please see below in more detail the types of personal data that is processed.

Categories of individuals	Categories of data we collect
Claimants	User name, email address, company name, company address, date of birth, contact details, employment details, gender, bank details, health information, benefits information (for injury claims), taxi and private hire license, educational information, social service documents, insurance details, vehicle ownership details, vehicle registration marks, national insurance no, criminal convictions and offences, driving license details, tax details, VAT registration number
Defendants	Insured Name, driving licence number, Licence valid to and from dates, entitlement details, endorsement details, medical restrictions, penalty points and disqualification, details date of birth, contact details, employment details, bank details, health information, national insurance number, benefits information(for injury claims), insurance details, vehicle ownership information, criminal convictions and offences, vehicle registration marks. Driving license details, VAT registration number
Witnesses	IP Address, browser information, times and dates, response times, page interactions, contact details, gender, vehicle registration marks, names, VAT registration number
Experts	Employment details, contact details, gender, name, expressions of opinion

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3. How We Collect Your Information

3.1	We may collect personal data from you directly when you interact with or use our website or where you choose to correspond with us in connection with our products and services.
3.2	You are required to provide any personal data we reasonably require to enable us to meet our obligations in connection with the services we provide to you, including any statutory or contractual obligations. Where you are unable to provide us with personal data we reasonably require to meet our obligations, we may be unable to offer services to you and we may have to terminate any existing services with immediate effect.
3.3	Where you provide personal data about other third-party individuals, such as your spouse, civil partner, children, dependants or emergency contacts, where appropriate, you should direct these individuals to this Notice to ensure they understand how we collect and use their personal data.
3.4	In addition to collecting personal data from you directly, we may also collect information about you from other third parties, such as such as insurers, reinsurers, underwriters, loss adjusters, medical professionals, forensic experts, data validation agencies, government departments, local authorities, law enforcement, fraud prevention databases, Financial organisations , ID and background verification organisations, banks and building societies, defendants, registered keepers or owners of vehicles, witnesses, professional advisers, other medical or non-medical experts, other service providers and other public private sector bodies. This information may be sourced prior to or whilst we are making arrangements to provide the services to you.

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4. How We Use Your Information

The personal data we collect in connection with this website is used or the following purposes:

to send you direct marketing communications about products and services we feel may be of interest to you. We will only send you direct marketing where you agree to receive such communications from us and you can withdraw your consent at any stage;
to assess your request to receive the services we offer and where necessary conduct identity and credit reference due diligence checks;
to offer and administer the services we provide to you, including administering our customer records and notifying you of changes and updates to our services. Please see a full list of the services we provide on the left;
to authenticate your identity when you access secure areas of our website or when you contact us by phone or email;
to train our customer personnel and ensure they are adhering to our internal quality standards when engaging with customers;
to investigate, administer and settle insurance claims;
to process your payment for the services that you have elected to receive;
to prevent, detect and investigate fraud or other criminal conduct;
for security purposes;
research & management information to allow MIB to identify claims trends and to assist in internal resource allocation;
to analyse and determine the level of engagement with our website and whether the communications that we send to customers are relevant, e.g. we may analyse your browsing behaviours and whether or not you open the communications that we send you;
staff training and records maintenance to improve the service MIB provides to customers and partners; and
providing guidance to claimants (as appropriate); to handle customer enquiries and complaints, e.g. where you enquire or raise complaints about our services.

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5. Legal basis for Processing Your Information

5.1

We rely on the following lawful bases to collect and use your personal data.

To pursue our legitimate interests or a third party's legitimate interests to provide the services in the most appropriate way. This means that we will process and share your personal data to carry out some ancillary activities in connection with the services you have requested, such as performing identity and due diligence checks, monitoring communications for training and quality purposes, identity verification, claims investigation and administration, fraud and crime prevention, research and management information to identify trends and to assist resource allocation, business administration and debt administration and recovery of losses from liable parties, maintaining the security and integrity of our website.
To fulfil our obligations in connection with any contract that we may have with you or take appropriate steps prior to entering into a contract with you. This means that we will process and share your personal data to provide any services you have requested and fulfil our contractual obligations, including responding to any prospective enquiries that you make about our services.
Where we have your prior consent. We will rely on your consent to carry out some processing activities involving your personal data, such as where we send you direct marketing communications about products and services we feel may be of interest to you.
To comply with our legal obligations. This means that we will process and share your personal data where we are subject to laws that require us to do.

5.2

To provide these services, we may need to process some personal data, such as details relating to criminal convictions and health, which are deemed to be sensitive. We would process these details under the following conditions:

For insurance purposes- including advising on, arranging, underwriting, and administering contracts of insurance, administering claims under a contract of insurance and exercising rights, or complying with obligations that arise in connection with contracts of insurances.
Preventing or detecting unlawful acts.
Preventing fraud, which includes investigating alleged fraud.
For the administration of justice.
To administer insurance and legal claims, including establishing, exercising or defending insurance and legal claims.

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6. Who We Share Your Information With

We generally share the personal data we collect on our website with the following recipients:

subsidiary companies within the group, where necessary to provide or administer our services;
third party service providers and partners that process personal data on our behalf, where necessary to provide or administer our services. These processing operations will be carried out under our strict instructions and control;
insurance market participants, such as insurers;
legal advisors and claims investigators, where necessary to exercise, investigate or defend legal claims, insurance claims or other similar claims;
law enforcement bodies and other public authorities, e.g. where necessary for the prevention and detection of crime or the apprehension or prosecution of offenders;
government departments, such as the Driver and Vehicle Licensing Agency and the Driver and Vehicle Agency Northern Ireland.
professional advisors including lawyers, accountants, bankers, auditors;
agencies whose purpose is the detection and prosecution of fraud e.g. the Insurance Fraud Bureau and those who manage anti-fraud databases e.g. the Claims Underwriting Exchange and Insurance Fraud Register;
local authorities, who provide us with information relating to an accident;
financial, ID and background verification organisations;
medical or non-medical experts we may instruct as part of the handling of your claim;
successors of our business, where our business is sold to, acquired by or merged with another organisation, in whole or in part; and
other third parties, e.g. where necessary to comply with our legal obligations, at the request of a public authority conducting an investigation, to obtain legal advice or where we believe in good faith the law requires us to disclose information.

We may also disclose your personal data to third parties to whom we may choose to sell, transfer, or merge parts of our business or our assets. Alternatively, we may seek to acquire other businesses or merge with them. If a change happens to our business, then the new owners may use your personal data in the same way as set out in this Data Protection Privacy Notice. We require all third parties to respect the security of your personal data and to treat it in accordance with the law.

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7. Accuracy of Your Information

We rely on the availability of accurate personal data to enable us to provide the services to you and operate our business. You should therefore notify us of any changes to your personal data that may affect the proper management and administration of the services we provide to you.

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8. Overseas Transfers of Your Information

Although we are established in the UK, sometimes it may be necessary to transfer your personal data to other countries outside the UK or European Economic Area. Where we do so we will ensure that suitable safeguards are in place to protect the rights conferred to you under the applicable data protection laws. For example, where necessary we will put in place contractual agreements approved by the UK or European data protection authorities to ensure an adequate level of protection for the personal data.

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9. Retention of Your Information

We retain appropriate records of your personal data to operate our business and comply with our legal obligations. These records are retained for predefined periods that may extend beyond the period for which we provide services to you. The retention periods for the services that we provide can be found in the privacy notices below. The remaining data retention periods are as follows:

Our Data Retention Periods are:

MIB retains a claimant’s personal data for 7 years after conclusion of the claim, to take into account the statutory limitation regarding legal claims;
call recordings are held for up to 7 years, to take into account the statutory limitation regarding legal claims;
if the claim involves a minor, the data retention period is 3 years (for a personal injury claim) or 6 years (for a property damage claim) from the minor’s 18th birthday, or 7 years from conclusion of the claim (whichever is later), to take into account the statutory limitation regarding legal claims;
bank details will usually be held only until payment has been confirmed;
in cases involving provisional damages or periodical payments, the data retention period is in line with the terms of the relevant provisional damages or periodical payments order and may well thereby be for the life of the claimant;
where claimants do not have mental capacity (under the Mental Capacity Act 2005) and no payment has been made to the claimant, the data retention period is for the life expectancy of the claimant, decided on a case by case basis.
Experts’ data will be kept for 6 years after closure of case.
Where we have processed data relate to a data subject request will be kept for two years after the request was made.
We will stop sending you marketing communications if you withdraw your consent to such communication. Data relating to your marketing preferences will be kept on a suppression list, to ensure that we do not communicate with you after you’ve withdrawn your consent.

In some circumstances MIB may anonymise your personal data for research or statistical purposes in which case MIB may use this information indefinitely without further notice to you.

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10. Your Information Rights

You have the following rights in relation to the personal data we hold about you.

The right to access and inspect your personal data or be provided with a permanent copy of the information we hold about you.
The right to request inaccurate personal data about you is rectified, particularly if it is factually inaccurate.
The right to request your personal data is erased in certain circumstances, e.g. if it is no longer necessary for us to retain the information.
The right to object to the use of your personal data, particularly where you feel there are no longer sufficient grounds for us to continue processing the information or we rely on the legitimate interests lawful basis to carry out the processing.
The right to request the restriction of your personal data from further processing, e.g. where the personal data is inaccurate and you request the restriction of the information until it is corrected.
The right to request that some aspects of your personal data be provided to you or a third party of your choice in electronic form to enable its reuse.
The right to refuse direct marketing communications or ask to stop sending you direct marketing communications.
The right to withdraw your consent, where you have previously given your consent for us to collect and process your personal data.
The right to object to a decision which is based solely on automated processing and which creates legal or other significant effects.
The right to complain to the data protection supervisory authority if you have concerns about the way we collect and use your personal data.

Please note that some of the rights described above may be limited in certain circumstances, such as where exemptions or legal obligations apply or there is an overriding legitimate interest in continuing to process the personal data. If we are unable to fulfil a request from you to exercise one of the above rights, we will contact you to explain the reason for our refusal. If you wish to exercise your rights or have concerns about the way we collect and process your personal data please contact us at: dsar@mib.org.uk.

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11. Cookies

We collect information about you automatically when you visit our website by using cookies and other tracking technology. MIB may collect information by 'cookies' about your device including the IP address, operating system and browser type. This information is used to improve the use of this website, to track visitor use of this website and to compile statistical reports on website activity. For further information visit www.aboutcookies.org. MIB uses the following cookies:

Strictly necessary cookies. These are cookies that are needed for the operation of this website. They include cookies that enable you to log into secure areas of this website;
Analytical/performance cookies. They allow us to recognise and count the number of visitors and to see how visitors move around this website when you are using it. This helps us to improve the way this website works, for example, by ensuring that users are finding what they are looking for easily;
Functionality cookies. These are used to recognise you when you return to this website. This enables us to personalise our content for you, greet you by name and remember your preferences;
To collect generic information using Google Analytics to see how visitors use this website. The cookies collect information in an anonymous form, including the number of visitors to this website, what websites visitors have come from and the pages they visited. MIB uses this information to compile reports and help us improve this website;
Retargeting cookies. To control a form of marketing called Retargeting. When a user visits one of MIB's websites the browser will identity the 'cookie' on the hard drive of the user's device, and it will know if it has previously visited this website or not. The type of information gathered by this process counts the hits to this website and/or banner(s) linked to an IP address and domain. This information is used by MIB in reporting statistical information. MIB uses tracking technologies in a variety of ways including:
Keeping count of return visits to this website or our partners' or third party websites;
Accumulating and reporting aggregate statistical information on this website and advertisement usage, and determining which features users likes best. Such information may be transferred and/or accessed by third party motor insurance organisations. Please not that third parties (including for example, advertising networks and providers of external services like web traffic analysis services) may also use cookies, over which we have no control. These cookies are likely to be analytical/performance cookies or targeting cookies.

At any time, you may refuse to accept cookies on this website by activating the setting on your browser which allows you to refuse the setting of cookies. Information on deleting or controlling cookies is available at www.aboutcookies.org. If you refuse to accept 'cookies', you may be unable to access all or certain parts of this website.

To opt out of being tracked by Google Analytics across all websites visit http://tools.google.com/dlpage/gaoptout.

Performance cookies (third party cookies)

Azure Application Insight is a powerful monitoring and analytics tool provided by Microsoft that helps track and analyze the performance and usage of applications. One of the features of Application Insight involves the use of cookies to gather certain information about users and their interactions with application. These cookies contain anonymous data that can be helpful in understanding user behavior, preferences, and usage patterns. Data collected through cookies in Azure Application Insight is strictly for monitoring and analytics purposes and does not include any personally identifiable information (PII).

Performance cookies are used on our site to let us track how it is performing, and to help us fix issues. Without them we will not be able to track usage of our site, which makes it much harder for us to optimize performance.

Manage your cookies

You can change your settings at any time though the One Trust Privacy Preference Center bottom left on the website.

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12. Service Complaints

If you wish to make a complaint or enquire about any aspect of the services we provide, please contact us at:

Customer Operations
Motor Insurers Bureau
Linford Wood House
6-12 Capital Drive
Milton Keynes
MK14 6XT

email: feedback@mib.org.uk

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13. Data Protection Complaints

If you wish to make a complaint about the way we use your personal data you should contact us in the first instance at:

Data Protection Officer
Motor Insurers Bureau
Linford Wood House
6-12 Capital Drive
Milton Keynes
MK14 6XT

email: privacy@mib.org.uk

If you are not satisfied with the way we have handled your data protection complaint you may refer your complaint to the UK data protection supervisory authority at:

Information Commissioner's Office
Wycliffe House,
Water Lane,
Wilmslow,
SK9 5AF

Website: www.ico.org.uk

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14. Changes to this Notice

We will update this Notice from time to time to ensure it continues to reflect the way we collect and use your personal data. Any changes to this Notice will be posted here and notified to you via email and such changes will become effective as soon as they are posted. You should therefore periodically review this notice to ensure you understand how we collect and use your personal data.

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