Insurance Agency

BEST

Insurance Agency

Employee Handbook

Sample

Disclaimer: The accompanying Employee Handbook Sample is intended to be a sample for format and examples of content only. It is intended to be used as a guide in preparing an Employee Handbook to be reviewed by an attorney or your state’s regulatory agency. Advanced Automation highly recommends that the completed manual be reviewed and approved by such attorney or state’s regulatory agency prior to introducing it to employees. The manual should be reviewed in meetings with staff, individually or jointly, to answer any questions and misconceptions. Minutes of such meetings should be kept with other documentation relative to this manual. Finally, at least annual reviews of this content should be made and documented. There is no guarantee expressed or implied that with the use of this Employee Handbook Sample will address every issue or situation related to human resource management.

THE BEST

INSURANCE AGENCY

WELCOMES YOU

We are happy to have you join our outstanding group. Our agency is composed of many individuals who work together to produce the product of which we are most proud - quality. This agency has grown through team effort, and it is through team effort that we will continue to grow. We work hard to help each staff member develop the skills and knowledge that foster success for both the individual and the agency.

You will be asked to absorb our philosophy and take advantage of the leadership, guidance, and education offered to all staff members. Your initiative, enthusiasm, and effectiveness in using our resources will be a major factor in determining both your personal success and the success of the BEST Insurance Agency. We are proud of the relationship maintained between management and our staff members. Members of management are always willing to discuss your aspirations, questions, suggestions, and problems. We encourage open discussion of your concerns, and we appreciate your need for confidentiality, when appropriate. We welcome and encourage your ideas.

So, welcome to our agency! We look forward to having you with us, and wish you much success.

AGENCY MISSION STATEMENT

The mission of BEST Insurance Agency, Inc. is:

To optimize our clients’ financial security through professional risk analysis, including cost effective arrangement of appropriate insurance coverages:
To aggressively ensure fair and ethical treatment of our clients’ interests in each and every circumstance, without exception;
To recognize, encourage and reward the professional development, integrity and loyalty of our employees;
To make positive contributions to the prosperity and quality of our community and its citizens, of which we are one:
To achieve growth and success through profits fairly earned.

OUR AGENCY HISTORY

The BEST Insurance Agency was founded in Holyoke, Massachusetts in 1898. From its small beginnings, the BEST Agency has grown into one of the area’s largest Commercial Insurance firms. Continuing with fifteenth generation personnel, it is one of the oldest family-owned businesses in the state.

Its new, modern building is conveniently located at the junction of Route 109, the Cross State Turnpike, and U.S. Route 588, which runs from Alaska to Hawaii. The Agency currently has two locations with a third planned for early 2007.

We currently have 22 insurance carriers licensed within the firm, as well as a strong brokerage network in which to place insurance specialty markets. The operations of the firm are complete with multiple fax machines, collating copier, computerized account billing, and most recently, multiple pages on the Internet. The communication aspects of our operation are paramount, and we have recently expanded our 800 number to be used throughout the United States.

Our modern facilities will ensure that certificate of insurance needs are done the same day, that important insurance documents are delivered in a timely fashion, and that we can respond to any client location.

The BEST Insurance Agency is a sales organization, committed to the growth of new focus markets and to the development of profitable accounts. We also achieve operational and service effectiveness by focusing on quality, using highly automated systems, and rotational servicing of our clients and other client-focused service methods.

PERSONNEL POLICIES

All of us at the BEST Insurance Agency work as a group to provide the best service possible to our clients and our communities.

Because giving the best service to others requires a highly disciplined and cooperative effort, we work hard to contribute our best. Our emphasis on cooperation, from the owner to the newest staff member, creates an enjoyable work experience with a minimum of frustration.

Over the years we found that, a framework of guidelines and procedures, gives us a better understanding our benefits and responsibilities and enables us to work together more effectively.

The Employee Handbook is designed to help you understand the philosophy, practices, requirements, opportunities, and benefits of your employment at the BEST Insurance Agency. As you familiarize yourself with its contents, many of your questions will be answered. If you have concerns that are not addressed in this handbook, feel free to ask your manager/supervisor.

This handbook is not a contract. Any contract of employment will be executed in writing between the staff member and the agency. Your specific contract of employment always takes precedence in governing your relationship with the BEST Insurance Agency.

The policies and programs in this manual may be changed in whole or in part, at any time, with or without notice. While the BEST Insurance Agency believes wholeheartedly in the policies and programs described here, the language is not intended to create, nor should you interpret this to be, a contract between the agency and any one or all of its employees.

The same is true for the basic employment relationship. While we hope that our employment relationship with staff members will be mutually enjoyable and lasting, staff members may terminate their employment at any time, with or without cause or notice, and the agency may do the same. Two weeks notice would be appreciated.

Any modification of this arrangement must be in writing and signed by the owner.

GRIEVANCE REVIEW

If you have an issue, which is not addressed by any other policy in this handbook, the

grievance procedure outlined below should be followed:

The staff member must present a written statement of the grievance to their manager within 5 days of the cause of the grievance.
The manager must answer the issue within 5 days of receipt of statement.
If the staff member is not satisfied with the manager's decision, a written appeal must be sent to the human resources department within 5 days of receipt of manager's response.
After investigation, the agency owner or human resources director will convey a decision within 5 days of receipt of the appeal.
If the staff member is still not satisfied, a hearing may be requested, with all parties involved. The manager will preside.
The decision of the manager will be final.

It will be presented in writing within 5 days of the hearing.

STAFFING THE ORGANIZATION

WORKING AT BEST

ADMINISTRATIVE MATTERS

EQUAL OPPORTUNITY

The BEST Insurance Agency has a policy of selecting and promoting staff members strictly by merit.

The BEST Insurance Agency complies with the regulations set forth by the Equal Employment Opportunity Commission and the Americans With Disabilities Act. Our employment practices prohibit discrimination with respect to race, color, sex, sexual orientation, religion, age, national origin, marital status, disability, or for any other reason. This policy applies to all phases of employment, from recruitment through, and including, promotion, demotion, compensation, training and termination.

CONFIDENTIAL INFORMATION

STAFF/HUMAN RESOURCES FILES

A confidential personnel file is kept for each staff member. This file is readily available to managers, government inspectors, and YOU. Every effort is made to ensure that the information contained in the file is accurate, complete, and contains only information specifically related to your job or job performance.

It is the intention of the BEST Insurance Agency that files remain entirely confidential. Information contained in these files will not be issued to others without the specific, written consent of the staff member involved. Occasionally an outside source will call to verify the employment or salary of a staff member. (Such requests generally arise from credit applications.) It is the practice of the BEST Insurance Agency only to verify the information given. Written requests, along with written consent, become a permanent part of the staff member's file.

It is important to be sure your address, phone number, and the name of the person to contact in case of emergency are always kept up-to-date. Please be sure to notify management immediately if any information changes.

CLIENT FILES

NEVER DISCUSS ANYTHING ABOUT A CLIENT OUTSIDE OF THE AGENCY WITH ANYONE, FOR ANY REASON - EVER!!!

You are continually handling information regarding the personal business of others. Such matters are to be treated with the strictest of confidence. Maturity and respect for others' problems and needs are required at all times.

You personally, and the agency, can be held legally liable for information disclosed to anyone outside of the agency.

AGENCY FILES

The agency and its employees' business-related information is never discussed outside the office. Any violation of the rule of confidentiality may result in your immediate dismissal.

Agency information, such as expiration lists are the property of this agency and cannot be furnished to others or used by you in any way, shape or form other than as an employee of this agency. Laws governing "Non-Piracy of Trade Secrets" can result in your being prosecuted for violation of this rule.

For your own protection, never breach confidentiality.

DESTRUCTION OF RECORDS

No agency record of any kind will be destroyed without prior approval of the management.

COPYRIGHTS

Company rate manuals are furnished to our agency for our use and remain the copyrighted property of the company. Employees are not to divulge their contents to the representative of any other company.

PAYROLL

Payroll is processed weekly by our accountant and distributed each Thursday. All requests for changes in the payroll status must be reported to the Administration Manager for processing. This includes changes in marital status, residence, number of W4 allowances, and additional withholding requests regarding taxes, payroll savings, 401(k) contributions, etc.

PAYROLL DEDUCTION

Payroll deduction may be used for items such as dependent group insurance coverage. Any requests for additional payroll deductions will be granted at the discretion of management.

SALARY ADVANCE

There will be no salary advances. Should you encounter financial difficulty, please consult management to see if assistance can be arranged.

OVERTIME

The agency strongly desires to attain a "24-hour turnaround time" on daily mail, new business and binders. Please notify your manager if you fall behind. When your responsibilities and department are current, you are expected to offer your assistance to those who are not.

There may be situations (both mandatory and voluntary) when overtime is necessary.

Non-exempt staff are eligible for overtime and will be paid according to the Fair Labor Standards Act. The overtime rate equals one and one half times the regular rate of pay, for all hours exceeding a 40-hour workweek. In case of illness, sick time will be deducted from the 40 hours, and regular rate of pay will continue until hours worked exceed 40.

Exempt Staff members are generally not eligible to be compensated for overtime. All overtime must be authorized in writing and pre-approved by the Agency President.

LOANS TO EMPLOYEES

The Bookkeeping Department should not be confused with a bank. No loans or IOUs will be granted.

PERSONAL CHECKS

The agency Bookkeeping Department keeps a limited amount of cash on hand for security reasons. This cash is needed for agency use. Please do not ask our Bookkeeper to cash your personal checks.

MEMBERSHIP/DUES

The agency will pay for industry-related memberships and dues subject to prior management approval.

CONTRIBUTIONS/DONATIONS

Occasionally, the agency staff may wish to purchase a gift for someone. Contributions are not mandatory; it is up to you individually.

ATTENDANCE

Satisfactory attendance is an essential factor in our agency's operation. The agency is designed to be run with a full staff. If you weren't an important member, you wouldn't be here. When you do not report for work, it places an extra burden on your fellow team members.

ABSENTEEISM

Chronic absenteeism, regardless of reason, causes problems in the agency. An excessive record of absenteeism could be cause for dismissal (refer to Attendance, Sick/Personal Work Hours).The agency's Performance Evaluation policy will include attendance as one of its criteria.

SICK/PERSONAL TIME

Please take care of yourself. Stay in good physical condition. You have been hired because we need and want you as an active member of our team.

If you become ill while you are in the office and feel it is necessary to leave, be sure to notify your manager and the receptionist before leaving. If you are unable to report to work because of illness, notify the appropriate staff member via voice mail and leave a message, or call your manager at home or on the direct line prior to 8:00 a.m. Important items on your desk which may need attention should be reported during the call. (Refer to Sick/Personal Hours, Unpaid Days of Absence.)

Once the 90-day probation period is completed, you will have five (5) sick/personal days per year. Personal time must be taken in increments of no less than one-half day, unless you have specific permission from your manager. No pay will be issued for unused absences.

Personal days must be specifically approved by management; otherwise they will be considered unexcused absences and you will not be paid for the time lost. Please notify your manager as far in advance as possible.

PERSONAL APPOINTMENTS

Before scheduling any medical, legal or other personal appointments, please consult management to be sure no one else will be out of your department at the same time. Do not make appointments on Mondays or Fridays since these are our busiest days.

We depend on you to be in the office at all times during your regularly scheduled work hours, but we know that this is occasionally not possible. So that we may plan around your absence, notify your manager in advance if you expect to be out of the office. In case of an emergency, notify your manager as soon as possible. If it is necessary for you to leave the building during the workday, notify the receptionist of your expected time of return.

TARDINESS

Tardiness cannot be tolerated. Everyone is expected to begin work on time. You are also expected to return from lunch on time and BE AT YOUR DESK READY TO WORK at the time your lunch period is scheduled to end. Tardiness will be noted on your Employee Evaluation.

If there are extraordinary circumstances regarding tardiness, be sure to discuss this with management. Chronic tardiness, regardless of reason, causes problems in the agency and an excessive record could be cause for dismissal.

Accepting a job includes accepting the responsibility of arriving to work on time. If you are going to be late arriving at work, notify your manager the same way you report any other absences.

FUNERALS

Depending on individual circumstances (such as relation of the deceased, travel time, etc.), you will be granted up to a three-day leave of absence, with pay, in the event of the death of an immediate family member.*

You will be granted a one-day leave, with pay, for other relatives. This time will not be considered on your evaluation. Other funerals must be taken as personal time and will be considered on your evaluation, unless prior approval has been arranged with management.

*Immediate family includes: spouse, parent, grandparent, sibling, child, in-law, or relative you live with.

LEAVE OF ABSENCE

From time to time, it is necessary for a staff member to be absent for an extended period. Requests for medical or personal leave of absence will be granted at the option of the BEST Insurance Agency. The Family Leave Act provides up to twelve weeks of unpaid leave during any twelve month period where such leave is made necessary by the birth or adoption of a child or, the serious health condition of the staff member or an immediate family member.

The guidelines for such leaves are:

Leave should be requested by the staff member in written form and given to the manager.
The request must state the reason for the leave and,
The dates on which the leave will begin and end.
Personal leaves are considered on a case-by-case basis, and the manager's decision is final.

The benefits administrator can assist you in the preparation of this request.

A request for a medical leave must be supported by the written advice of your physician or other professional advisor. (The statement should include the diagnosis, prognosis, and expected date of return.) For a personal leave, a full explanation is needed.

Leave of absence begins only after accumulated excused absences have been used. No pay will be received for days covered under this leave of absence. You may choose to use vacation time earned prior to the unpaid leave.

A personal leave of absence does not extend more than 30 days beyond the last available excused absence. At the manager's discretion, the leave may be extended an additional thirty 30 days. The BEST Insurance Agency reserves, as its option, the right to require evidence of a second medical opinion.

Group insurance benefits will be paid for the remainder of the calendar month in which your unpaid leave begins and will be paid on your behalf for an additional 60 days. After this time, you will be responsible for paying the entire medical insurance premium. The benefits administrator will assist you in this arrangement. Should termination of your employment occur, you may be eligible to continue your group health insurance through the COBRA Extension of Benefits provision. (See section entitled COBRA, Section 5.) If you do not return to work on the expected date, and do not notify the manager in advance, you will be considered to have abandoned your position and will be terminated. When you return to work from a medical leave, you will be required to submit a doctor's release for work statement. When you return from a leave, the BEST Insurance Agency will provide a position at the pay level you occupied at the beginning of your leave.