Our mission

To lead the insurance industry's collective fight against organised fraud.

Our values

We conduct ourselves in accordance with the highest ethical principles

• We are honest, trustworthy, reliable, dependable and respectful
• We don’t take advantage of customers, colleagues or third parties
• Our actions don’t bring the industry or the Bureau into disrepute
• We embrace and promote the value of professional standards
• We work to the highest standards of integrity in everything we say and do.

We put our customers first

• We provide a first class proactive service to our customers who are at the forefront of all we do, and we adhere to our Customer Charter
• We base our decisions on a clear understanding of our stakeholders’ needs, priorities, concerns and circumstances - acting with skill, care and diligence
• We communicate accurately and in a way our customers can understand, providing all the information needed to make informed decisions
• We are transparent in our approach and make sure the promises we make are achievable
• We respect the confidentiality of information, ensuring this is not used improperly or to advantage, and any records kept are adequate and accurate
• We always operate within our ability and authorisation, seeking help where necessary
• We ensure that our knowledge and expertise is kept up to date and relevant.

We make a difference together

• We build diverse teams to generate better ideas and reach more balanced decisions
• We put the common goals first; trusting, respecting and working with each other
• We believe in each other; supporting, understanding and providing commitment
• We create and maintain strong relationships with all areas of the business; developing new relationships to accomplish our goals and create a best practice environment.

We take pride in what we do

• We hold ourselves accountable to deliver on our promises - no excuses
• We strive for operational excellence by doing the right thing. We treat others as we would want to be treated
• We demonstrate a desire to succeed; maintaining a focus on the outcome
• We are constantly looking to exceed expectations; taking on challenges with passion and enthusiasm.

We respect each other

• We treat each person as an individual without discrimination, respecting those we work with and the contribution they make
• We challenge and report unlawful or otherwise unfair discriminatory behaviour and practice
• We always act openly and fairly and treat colleagues, customers and suppliers with equal respect
• We build trust and listen to others’ views and opinions.

We are compliant with all relevant law and regulations

• We deal with all parties in an open, clear and co-operative manner
• We work not only within the law but within the spirit of the law
• We report and meet all compliance requirements as appropriate
• We meet our continuous professional development requirements
• We understand the importance of internal policy and procedure.