Table of Contents
1.1 - Our Core Values 1.2 - Our Vision for the Future 1.3 - What We Expect From Teammates
2.1 - Client Courtesy and Etiquette 2.2 - Professional Attire 2.3 - Male Dress Code 2.4 - Female Dress Code 2.5 - Wardrobe No-No’s
3.1 - Your Desk / Workspace 3.2 - Coffee Room 3.3 - Front Counter and Entrance Way
4.1 – Engagement and Probationary Period
5.1 - Salary and Salary Reviews 5.2 - Performance Appraisal 5.3 - Hours of Work 5.4 - Variation of Office Hours 5.5 - Punctuality 5.6 - Over Time 5.7 - Pay Day 5.8 - Benefits 5.9 - Vacation 5.10 - Vacation Requests 5.11 - Vacation Approvals 5.12 - Statutory Holidays 5.13 - Underwriters Extra Holidays 5.14 - Personal Absence 5.15 - Leaves 5.16 - Sick Leaves 5.17 - Bereavement 5.18 - Jury Duty 5.19 - Voting 5.20 – Resignation and Termination
6.1 - Teammate Conduct 6.2 - Personal Problems 6.3 - Teammate Conflicts 6.4 - Harassment Policy 6.5 - Clean Air 6.6 - Personal Telephone Calls 6.7 - Personal Use of Office Facilities and Equipment 6.8 - Diversity & Beliefs
7.1 - Education 7.2 - Team Mentoring
8.1 - Personal Safety and Security 8.2 - Keys 8.3 - Parking 8.4 - Robbery
9.1 - Computer and Information Security
10.1 - Confidentiality and Privacy
1.1 Our Core Values
Passion: We are passionate about our work and demonstrate it through our professionalism, energy, and integrity
Solutions: We provide the best insurance solutions for our clients
Teamwork: Counting on each other, and working as a team we use our natural talents to achieve exceptional performance
Success: We measure our success through profitability for our firm, and positive relations with our clients and insurers
1.2 Our Vision for the Future
Leadership
Commitment to our Clients
Commitment to our Team
Growth Strategy
1.3 What We Expect from Teammates
2.1 Client Courtesy and Etiquette
Courtesy to our clients at all times is imperative. Remember the following guidelines: · Whenever possible greet and interact with clients using their name. · Know and understand your job and your job function so you may efficiently deal with the client. · If unable to handle a client’s request. Immediately relay the request to the appropriate person, ensuring a smooth transition to your teammate. · Your manner should be friendly and businesslike. Be respectful of clients and their needs. Clients who are substantially older than you should be treated with additional respect since their manner will tend to be more formal. Be courteous at all times and never use foul language · Smile while you are talking, it will ensure that you sound pleasant and cheerful · Simple Rule: Be nice!
2.2 Professional Attire
We are employed in a professional business that has a high level of expectation from our clients. We need to meet those expectations, and exceed them. This requires that you be attired in appropriate business apparel during work hours. Maintaining this level of professionalism at all times is a requirement.
2.3 Male Dress Code
Long dress pants shall be worn at all times. No jeans, or shorts shall be worn in the office. Men should wear dress socks, and shined business shoes. If you deal with the public, a dressy casual look shall be the goal. Turtlenecks, dressy mock necks, open neck long sleeved dress shirts and golf style shirts worn with a suit jacket in a “business casual” format are acceptable. If you are seeing clients or insurers whose own environment is tie and jacket oriented, you should dress for that environment.
2.4 Female Dress Code
Dresses, skirts, dress pants, “skorts”, and dressy longer styled shorts are acceptable any time of year. No jeans, or jean skirts should be worn. Blouses or shirts may be long or short sleeved. Business clothing should always cover your mid-section. Please simply keep your wardrobe businesslike and professional in nature, but also comfortable enough for the office.
2.5 Wardrobe No-No’s
No tracksuits, no athletic apparel or footwear, sweatpants or sweatshirts, halter-tops, or revealing clothing should be worn.
Section 3 – Office Housekeeping
3.1 Your Desk / Workspace
A clean, organized and tidy office is not only pleasing to the eye but it is relaxing to the mind. Such a workspace breeds a more productive and efficient environment. Your desk or office is a direct reflection of you and your work habits. Demonstrate a functional work area and your results will speak for themselves. At the end of the day, ensuring your desktop is clear, electrical equipment is turned off and files are returned to their cabinets, will not only ease your mind but make the job of the cleaning staff that much easier. Avoid placing things all over your space, such as cartoons, “excessive” numbers of personal pictures, etc.
3.2 Coffee Room
It is appreciated that you leave places like the coffee room tidy for the next person. Nobody takes pleasure in cleaning up after someone else, so don’t leave anything that you wouldn’t like left for you. This thoughtfulness will be reciprocated upon you, and will promote greater overall efficiency.
3.3 Front Counter and Entrance Way
The entrance and front counter is our customer service area. They are the first impressions our clients get of us; we need to ensure the image we are presenting is one of professionalism. Taking a step back and looking at these areas from our clients perspective is a way to recognize our opportunities. Making certain that items that don’t serve a client service purpose, are not on the counter is a good start.
Section 4 – New Teammate Hiring Policy
4.1 Engagement and Probationary Period
Unless otherwise stated, new employees joining the firm are engaged for a probationary period. At the end of this time, consideration will be given by both the firm and the employee as to whether their employment ought to continue. Upon completion of the probationary period and successful performance review, the employee joins the permanent staff of the firm.
5.1 Salary & Salary Reviews
The success of Underwriters relies on the skills and abilities of the individuals working within it. This fact is recognized in the policies that govern our salaries. The more complex and responsible your role, the higher the salary will be. The system that dictates our salaries is derived from the following principals: 1) Adequate reward for performance and merit 2) Commensurate salary for each position, duties, and responsibilities
Salary increases, reviewed once a year prior to May 31st., are also done with the above points in mind, as well as, promptness, cooperation, regular attendance, performance, personal image, ability, client service attitude and teamwork skills. Your performance review will aid in determining if you are ready to handle increased responsibilities and are thus due for a merit increase.
5.2 Performance Appraisal
Each year every team member will be given a written performance appraisal which will be made up of your own thoughts on your performance, coupled with the thoughts of at least one teammate and one manager or supervisor in order to give you a rounded view of how you perform your duties, how you interact with others, and how you are meeting expectations set by your manager. Expectations of your performance will be set out clearly in advance, and what you need to do to meet those expectations. If your manager has done their job well, the results of your performance appraisal should come as no surprise since you will have had several opportunities throughout the year to chat about your performance and to address problem areas and to congratulate you on your successes. This process is meant to be positive in nature and to be a constructive feedback and learning experience for all.
5.3 Office Hours Kamloops: Monday to Friday, from 8:30am to 5:00pm. Autoplan road service teammates are scheduled for 40 hours per week.
Vancouver: Monday to Friday from 8:30am to 5:00pm, and Saturday 9:30am to 3:30pm.
Penticton: Monday to Friday 8:30am to 5:00pm, and Saturday 9:00am to 1:00pm. Autoplan road service teammates are scheduled for 40 hours per week.
Valemount: Monday to Thursday from 9:00am to 5:00pm, and Friday 9:00am to 6:00 pm. 5.4 Variation of Office Hours
Depending on business volume, or seasonal considerations, the manager may at his or her discretion alter the hours of business in order to facilitate smooth operation. The manager must approve any regular departure from the schedule, and advise the President of the changes and the reasons for them.
5.5 Punctuality
It is your responsibility to be on time. It is inappropriate to “roll into the office” as the doors are being unlocked, or arriving after operations have started. The firm is aware of the oddities that are beyond one’s control, that result in us being late. A sick child, a malfunctioning alarm clock, or a car not cooperating, are the sorts of situations that are understood, as long as they are not a constant circumstance.
Chronic Lateness by teammates will not be tolerated, and disciplinary action may be taken. After three formal written warnings, lateness will be considered insubordination, and may be grounds for dismissal.
5.6 Over Time and Banked Time
Overtime and banked time are only considered when requested and approved in advance by your office manager and Kevin McIntyre.
5.7 Pay Day
Payday comes twice a month, the last working day before the fifteenth and the last working day of the month. Appropriate deductions for government pension plan, unemployment insurance, federal taxes, medical plans and other benefits as they become available.
5.8 Benefits
Underwriters provides teammates with a generous benefit plan. Each teammate will be provided with a detailed benefit certificate once you qualify for benefits. The benefit plan is paid for as follows: Firm pays 50% of BC Medical premium Firm pays 100% of life insurance premium Firm pays 100% of accidental death and dismemberment premium Teammate pays 100% of long term disability benefit premium Firm pays 100% of extended health care benefit premium Firm pays 100% of basic dental benefit premium There is also counseling coverage available for up to 12 hours, if you are recommended for this treatment by your manager.
5.9 Vacation
Underwriters Insurance has a generous holiday policy. In addition to the holidays which you earn during the year, the firm grants a few other dates that are extra free days. Following is a list of vacation time earned as set by Underwriters Insurance: http://www.labour.gov.bc.ca/esb/facshts/annualfact.htm · During 1st year – 2 weeks · During 3rd year – 3 weeks · During 10th year – 4 weeks
5.10 Vacation Requests
The management of your department or office approves vacations. You make your request to your manager, and every effort will be made to meet your needs whenever possible. Keep in mind that sufficient staff must be on hand to continue to deliver the high quality of service our clients have become accustomed to. Therefore, approval of your requested vacation will be subject to staffing and availability.
The decision-making philosophy for the granting of holidays focuses on FAIRNESS, to ensure reasonable equality amongst all teammates. The key factors that govern decisions are outlined below: · Offices must be adequately staffed in your absence. · Between June 15 – Sept. 15 – only two weeks vacation per employee · Christmas vacation will be granted first to those who must travel to be with family. · All staff will share the opportunity to enjoy the “best weeks of summer”. Peak times of the season will be divided amongst those requesting it. · Parents with child custody issues will be accommodated whenever possible, to enable them to spend the holidays with them. · Fairness will take precedence in decision-making. · Wherever possible, no more than one staff member from a department or small office, will be away on vacation at one time. · Holidays must be taken in the year they are earned and cannot be carried forward, except with the permission of your manager and the President.
5.11 Vacation Approvals
The following people will approve vacations: · Kamloops Commercial Dept.: Carl Sulkowski · Kamloops Personal Lines and Autoplan & Road Service: Brenda Carto · Kamloops Admin. /Accounting & Financial Services: Kevin McIntyre · Vancouver – All Departments: Glen Kirkpatrick · Penticton – All Departments: Neil Jamieson · Valemount – All Departments: Peter Reimer · ALL REQUESTS will require a second signature from the President
Below is a chart with the dates that requests are due by, in order for them to receive priority consideration. Occasions may arise that will result in a request being made after the required due date, if possible accommodations will be made.
Vacation Period Request Due Jan. 1 – Mar. 31 Nov. 31 Apr. 1 – June 15 Feb. 28 June 16 – Sept. 15 Apr. 15 Sept. 16 – Dec. 15 Aug. 15 Dec. 15 – Dec. 31 Oct. 31
A holiday schedule will be posted in each office. They will be filled in upon approval. Once the vacation has been approved by both your manager and the President, they will then be sent for recording to: · Pat Bitz for the Kamloops and Penticton offices · Lorrie Kirkpatrick for the Vancouver and Valemount offices for tracking purposes.
5.12 Statutory Holidays
The firm recognizes the following days as paid holidays as earned and proscribed in legislation: · New Year’s Day · Good Friday · Victoria Day / Canada Day · Dominion Day · B.C. Day · Labour Day · Thanksgiving Day · Remembrance Day · Christmas Day
When a statutory holiday falls on a day of an employee’s annual vacation, they will be entitled to an additional day off with pay. It may be possible to include this day at the end of the vacation. http://labour.gov.bc.ca/esb/facshts/statutory_holidays.htm
5.13 Underwriters Extra Holidays
As a reward for your extra effort, the firm grants three extra paid days off per year. · Easter Monday (not a legal statutory holiday) · Boxing Day (not a legal statutory holiday) · Your Birthday (not a legal statutory holiday)
In addition to those bonus days, the firm is usually closed at 1:00 pm on Christmas Eve and New Years Eve, if they fall on a workday. This time is in recognition of the extra time you put in throughout the year, a few minutes here, an hour there and for your extra commitment contributing to the success of the firm. Holiday/Vacation time cannot be carried forward from one year to the next without prior approval of the President.
5.14 Personal Absences
Every effort should be made to schedule medical, dental and other personal appointments in time slots that do not interfere with your attendance or punctuality at the office. Requests that fall outside of these areas require approval from your manager, prior to the day of.
5.15 Leaves of Absence
In the event you need to be absent from the office for extraordinary personal reasons, please discuss the matter with your manager. Each case is considered on its merits, having regards to all pertinent facts. http://www.labour.gov.bc.ca/employers/facts/faq.htm#leaves
5.16 Sick Leave
When illness or accident necessitates your absence from work, you will usually be paid as though you had worked based on the following policy: · Each employee will be allowed up to five days time off for illness in the following year. A year will be Jan. 1st. to Dec. 31st. · Employees, who have worked for less than a full year, will have days adjusted appropriately. http://www.labour.gov.bc.ca/esb/easguide/faqs.htm
5.17 Bereavement
Underwriters follows the Employment Standards Act regarding Bereavement, and an employee is entitled to up to 3 days of unpaid leave on the death of a member of the employee's immediate family. Further information can be found at: http://www.labour.gov.bc.ca/esb/igm/esa-part-6/igm-esa-s-53.htm
5.18 Jury Duty
Underwriters’ adheres to the Labour Standards Act regarding the requirement of attending court on Jury Duty, which effectively grants the employee unpaid leave from their employment to serve on jury duty. http://www.labour.gov.bc.ca/esb/igm/esa-part-6/igm-esa-s-55.htm
5.19 Voting
Underwriters’ encourages you to vote. A number of our employees find it convenient to vote on their way to or from work, or on their lunch break. Should this not be convenient for you, Underwriters will be pleased to grant you three consecutive hours, as required by the Canada Elections Act. http://www.canlii.org/ca/sta/e-2.01/sec132.html
5.20 Resignation and Termination
If you decide to leave Underwriters to accept a position with another firm in our industry, and give us the customary 2 weeks notice, we will thank you for your service and end your employment on the day of your resignation, but of course will still pay you for the 2 week notice period as required. It is generally standard practice in the business world today that if someone is resigning, their employment ends immediately.
If the decision is made to terminate your employment by Underwriters, you will be asked to leave that day, but you will be paid as required by the Employment Standards Act. http://www.qp.gov.bc.ca/statreg/stat/E/96113_01.htm - section62
Section 6 – Conduct
6.1 Teammate Conduct
Tact: It is important that you fit in with the team. If you are tactful, positive and cooperative with your teammates, then they will mirror those traits back to you. The combination of these ingredients will create a pleasant and productive working environment for all concerned.
Stress: Stress is a known side effect of life and how you deal with it, is completely in your hands. Remain calm, breathe deeply and be tolerant of mistakes made by yourself and/or others. When you find yourself in doubt, ask questions and let yourself be guided by the advice offered by the more experienced individuals within the firm. If you are dealing with a difficult client and are losing control of the situation, politely let the client know that you need some assistance to help them and seek your manager’s help.
Professionalism: Effective communication with teammates revolves around respect. The use of curse words, slang, or street-talk is not considered acceptable or appropriate. Treat your co-workers with courtesy and respect at all times. Clients will definitely notice if you are courteous to one another and it will reflect positively on the firm.
6.2 Personal Problems
Problems can arise at anytime that we have little or no control over. There are a lot of things that can cause us to under perform at the office and sometimes we may require some help. Underwriters is understanding of these circumstances and with the assistance of your manager is willing to do what we can to help you through these difficult times.
6.3 Teammate Conflicts
The firm strives to maintain healthy and pleasant working relationships amongst teammates on an ongoing basis. We are all people working with people and undoubtedly issues can arise. We need to solve problems as they develop rather than allowing them to manifest into something that will affect the entire organization. It is only through this route that we can work on a successful resolution for all those involved. If an issue arises with a teammate, avoid causing a scene or confrontation. Consult with your manager on the best course of action to resolve the issue.
6.4 Harassment Policy
Underwriters is dedicated to a supportive, professional and rewarding workplace that values dignity, equality, diversity, and fair treatment of all team members, and is also free of discrimination or harassment of any kind. Any situations where this may occur will be handled swiftly and efficiently.
6.5 Clean Air
In accordance with the local by-laws, smoking is not permitted in the building or in front of doorways in or out of the building.
6.6 Personal Telephone Calls
Personal calls into or out of the office can result in disruption to not only yourself but also those teammates working around you. Restricting these to important personal matters would be appreciated. Personal cell phones should be turned off while in the office.
6.7 Personal Use of Office Facilities and Equipment
· Telephones / Faxes: The equipment in the office is for business use. Any personal usage of this equipment needs to be minimal. · Photocopier: A photocopy or two, etc. will not be an issue, if these begin to become a common occurrence however, issue will be taken. If a personal situation necessitates a number of photocopies, get permission from the manager and possible charges may be established. · Computers: The computers are the firms’ property, for internal integrity and stability, personal use of the computers, example being Internet use, is restricted. · Other Products: The removal of any office equipment or files from the building is strictly prohibited without permission of your manager. · Postage Meter: The postage meter is for firm related business only. · Company Letterhead and Stationary: The firms’ letterhead and stationary may not be used for personal correspondence.
6.8 Diversity and Beliefs
- Displaying political, religious, or satirical materials which may be designed to promote or may offend such beliefs or causes are not acceptable. We respect everyone's personal beliefs, but in the workplace we will conduct ourselves as professionals, and work to promote insurance and the needs of our clients. Our clients may have very different beliefs than those of our individual teammates, and we will not attempt to impose our beliefs on anyone else. Our outside personal interests and beliefs will be dealt with on our own time. Our workplace will therefore be kept clear of such items and issues at all times.
Section 7 – Education and Mentoring
Section 7 .1 - Education
Underwriters is committed to helping you expand your knowledge through continuing education. We will pay 100% of your education as follows: · CAIB designation · CIP designation · Continuing education for the maintenance of your license
Please have courses approved in advance by your manager for payment. The only costs you are responsible for are for re-examination fees.
Section 7.2 – Team Mentoring
The ongoing mentoring of teammates is a commitment made by our firm. We strive to help make you the best that you can be in your chosen field. The role of the mentor will be: · To answer questions · To help teammates improve in their field · Increase comfort and knowledge in the industry · Coaching in professionalism, polish and tact · A caring person to help you deal with difficulties · Cooperative spirit
These are just some of the roles of the mentor. They will exemplify our commitment to our team, and help ensure we achieve our vision for the future.
Section 8 – Personal Safety
8.1 Personal Safety and Security
· If you are the last person to leave the office in the evening, ensure that all doors are locked behind you and alarms are set. · If you are in the building outside of regular operating hours, first off ensure the doors are closed behind you upon entrance and exit, as well, if you use the coffee room; leave it clean when you are done. · We have a security system in most offices. Please make yourself familiar with it, as you may be required to contact the security company and give them a personal code if you are in the building outside of regular business hours.
8.2 Keys
Your key is for your personal use, and is never to be used by anyone else. In the event that your key is lost, please advise your manager immediately so that locks may be changed to ensure building security.
8.3 Parking
Parking is not provided for teammates by Underwriters Insurance.
8.4 Robbery
In the event of a robbery, do your best to remain calm, don’t make any sudden movements and try to remember as much about the person as you can. Once they have left the building, secure it behind them and use the panic alarm or dial 911. Your safety is more important than the stolen products. With the idea of a robbery in mind, please keep excess cash in the safe.
Section 9 – Computer Security
9.1 Computer and Information Security · The computers are the firm’s property. · Our offices are equipped with an e-mail system, with each employee having a personal e-mail address. These addresses are not property of the employee, but belong to the firm. Personal e-mails are like phone calls, and should be kept to a minimum. Keep in mind, if you are on vacation, another employee will have to access your account to respond to any possible urgent e-mails. · If you require a personal email account, we recommend you set up a free Hotmail account through Microsoft; this Hotmail account can be accessed from home or the office, before or after work as well as lunch hours. · There can be no on-line chatting and any such active systems will be disconnected by management if found on your computer. · No music downloading, videos, jokes, internet radio, inappropriate material or pornography are to be viewed on the firm’s computers. · Confidential information is sent over the network, so practice safe habits when using your account.
Some Internet tips: · Do not accept cookies while on the Internet, they track your travels and spawn junk e-mails that slow down your computer and cause worse issues throughout the network. · Viruses and Worms are a reality. Scan EVERYTHING for viruses, regardless of who it is from, prior to downloading it. This is not optional, as failure to do so could result in the entire network being compromised. · ALWAYS delete junk mail, DO NOT OPEN!!
Section 10 - Confidentiality
10.1 Confidentiality and Privacy
All services provided by the Underwriters’ offices involve the private information of clients. Clients trust us and expect us to retain their information in complete confidence. You have a legal responsibility not to discuss matters concerning the business of the firm or its clients with anyone, except insurers and fellow staff members when appropriate. The reputation of the firm depends on how faithfully this confidence is kept. Discussing the confidential information of any client, or any confidential matter is a serious breach of trust, and a breach of the Provincial Privacy Act. Always, guard your conversations accordingly.
When a client divulges private information to us, there are three levels of permission they can grant us to utilize their information.
“Implied consent” is the first level wherein it is considered that the client has given their consent for us to use their information simply by giving us the information we require. No verbal or written consent is required. The provincial privacy legislation requires only “implied consent” for the use of information, so long as the information collected is only for the purpose intended.
“Express consent” is the second level, which requires that the client acknowledge verbally that we can use their information as needed. “Express written consent” is the third and highest level of consent and requires that the insured give us consent “in writing”. For this level of consent, we utilize our privacy consent form, which we ask the clients to sign. The federal legislation requires this level of consent, but all transactions within B.C., technically only implied consent is needed.
At all times clients should be assured that we safeguard their information, and that we do not sell or distribute their information to anyone or any other organization.
Print This Page
Email This Page