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Who We Are > Manitoba Public Insurance's Operational Divisions

Strategy and Innovation
The Strategy and Innovation division is an agent of change for Manitoba Public Insurance. It assists the corporation’s management committee by identifying and qualifying strategic opportunities and, based on committee approval, planning, implementing and operationalizing these opportunities throughout the Corporation.

The division administers programs and policies associated with the licensing of drivers and vehicles throughout Manitoba and the issuance of enhanced identification cards. It also develops and manages products and services to meet the insurance needs of Manitobans, including optional products through the Autopac Extension line of business and a range of competitive, specialized vehicle insurance products through the Special Risk Extension (SRE) department. In addition, it is responsible for the ongoing development and support of the Basic Autopac program and the Personal Injury Protection Plan (PIPP). The work is these areas is supported by the division’s strategic research and business analytics units.

The division's efforts also support vehicle registration, driver licensing, insurance and claims administration services to Manitoba motorists through key corresponding enterprise systems and software.

Included in this division is the Information Technology (IT) department which provides support and guidance with respect to information technology matters for the entire Corporation, and helps ensure that IT requirements align with corporate business needs and direction. This includes both hardware and software service and support, network and database administration, and IT security, controls and practices.

The vice-president of Strategy and Innovation is also the Corporation's Chief Information Officer (CIO), and has overall responsibility for effectively leading the delivery of integrated business solutions.

To meet its mandate, the division includes four key departments:

• Enterprise Systems Support
• Product and Policy Management
• Business Transformation Office
• Information Technology

Community and Corporate Relations
This division is responsible for the corporation’s human resource management and public affairs areas, and administers its legal services.

Human Resources
The division's human resources services and programs support the corporate business goals by focusing on talent acquisition, development and retention. These programs and services include staff training and education, organizational development strategies, change management, recruitment, selection and retention, workplace health and safety, compensation and benefits, employee and labour relations, and corporate policies that comply with Human Resources legislation.

Public Affairs
Public affairs departments conduct communications and advertising, customer relations, and research services on behalf of the corporation. They actively seek out Manitoba drivers’ opinions and ensure customers get the information they need to maximize the value of their insurance coverage. As part of this mandate, the division tracks customer service standards and resolves customer complaints to maintain high-quality service. It also co-ordinates corporate sponsorships and community partnerships.

Legal
This department provides legal services and advice to the Corporation and ensures the Corporation complies with all appropriate legislative and regulatory requirements. The Corporate Secretary also maintains communications with the Board of Directors. The Legal Department includes the Internal Review Office for PIPP and represents the Corporation in PIPP appeals at the Automobile Injury Compensation Appeal Commission. Legal also assists in preparing all contracts, leases, Requests for Proposals/Tenders, and agreements entered into by the Corporation.

Finance
The Finance division manages corporate financial activities including financial policies and control, planning, budgeting, reporting, accounts receivable, accounts payable, treasury, investments and reinsurance.

Claims Control & Safety Operations
The Claims Control and Safety Operations Division has a dual mandate: regulating driver licensing and vehicle standards, and overseeing loss prevention and road safety activities. The division also works with Service Operations to help ensure customers receive service that is professional, cost-effective, consistent and timely by developing and maintaining claims operating policies and procedures, and operating our world-class physical damage centre.

Driver Safety & Regulatory Control
Driver Safety and Regulatory Control aims to ensure Manitoba drivers are properly trained and educated, thereby reducing the frequency of accidents. It does this by providing information and education programs for drivers, such as the High School Driver Education Program, and by working in partnership with other stakeholders to develop community-based road safety programs. This area is also responsible for the regulatory oversight of driver and licensing programs, including adherence to national and international driver and vehicle standards, intervening appropriately whenever driver safety is at risk.

Physical Damage Management
Physical Damage Management ensures Manitobans receive quality estimating and vehicle repair services by setting high performance standards for MPI staff and industry partners. World-class research and training programs for the industry, as well as effective quality control programs, help produce the most technologically advanced and safest vehicle repair methods anywhere. To ensure cost-effective repairs, we also actively promote the use of quality recycled and aftermarket parts.

Loss Prevention and Business Operations
Loss Prevention and Business Operations minimizes corporate claims expenses without compromising service or contractual obligations. Ongoing analysis and audits of claims operations ensure they are efficient and cost-effective, while continuous monitoring of claims costs ensures MPI obtains maximum value. This area also works to maximize revenue from salvage sales and subrogation activity. In addition, the Special Investigations Unit is responsible for investigating suspicious claims that expose MPI to unwarranted financial risk and/or fraud.

Service Operations
The Service Operations division is responsible for all aspects of delivery and managing the customer service experience for automobile claims, driver licensing and testing, and vehicle registration and insurance.

More specifically, it provides front-line customer service through walk-in customer service centres, a province-wide broker network supported by a broker contact centre, a central phone-in customer contact centre that handles claims reporting and customer enquiries, and a back-office support facility that handles specialized as well as complex financial transactions.