sample employee handbook

Agency Staff Handbooks Agency Staff Handbooks

Creating an agency staff handbook can be a difficult task. There are a variety of tools and resources you may choose to aid you in the creation of your personalized agency staff handbook. Whatever resource(s) you choose, please keep in mind the following:

Employment and other laws vary from state to state. It is strongly recommended that you review the contents of your agency staff handbook with your legal representative before distributing it to your agency staff.

The sample handbook included in this document contains sample subject areas and verbiage options that were provided by top performing exclusive Allstate agencies for the purpose of sharing ideas with other agencies. This sample language should not be viewed as a complete handbook. You may wish to add, delete or revise both the subject areas and/ or verbiage options to meet the individual needs of your agency. In some instances, there is more than one version of sample language per subject area available. In these cases, you can choose language from the versions available to create your own or you can create your own from scratch.

Allstate makes no warranty or representation as to whether the samples provided are appropriate for your agency or compliant with state and/ or federal laws and regulations. As an independent contractor, you have the sole and exclusive control over the manner, method and means by which you operate your agency including the decision to develop an agency staff handbook and the policies that you establish for your agency.

This material has been reformatted by Allstate for ease of use.

You have the sole and exclusive control over the manner, method and means by which you operate your agency. The use of these processes/samples is strictly voluntary. This material is contained in the Agency Staff

section of Agency Business Services Confidential and proprietary to Allstate Insurance Company 2011

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Agency Staff Handbook

External resourcesThere are a variety of external resources that may assist you in creating your personalized agency staff handbook. These professional resources provide handbook templates containing sample subject areas and phrasing options that may aide you in the development of your personalized agency staff handbook. There may be a charge to use the services of these companies.

Please note that Allstate makes no warranty or representation as to whether the language contained in the vendor options provided are appropriate for your agency or compliant with state and/or federal laws and regulations.

You are strongly encouraged to review the contents of your agency staff handbook with your legal representative prior to distributing your handbook to your agency staff.

CCHKnowledgePoint's Policies Now ($107.40). Offers a revolutionary approach to writing, maintaining and publishing an employee handbook by answering just a few questions. This software is available on CD only. To order Policies Now® contact [email protected]

Employee Handbook Store ($24.00). Offers a downloadable sample employee handbook template for all 50 states that was developed by HR and management professionals. To order: Employee Handbook Store.

Sample Employee Handbook ($24.95). Offers a downloadable employee handbook containing over 80 topics that were written by top employment lawyers. Also contains state-by-state compliance information. To order: Sample Employee Handbook.

Small Business Association (Free). Offers a variety of company employee policies including examples to help you develop your own company employee handbook. To access: Small Business Association

Sample language from exclusive Allstate agenciesThere is also sample language, provided by top performing exclusive Allstate agencies, that you may want to consider using as alternatives and/or additions to those options provided by the external vendors. The sample language options should not be viewed as a complete handbook. You may wish to add, delete or revise both the subject areas and/or verbiage options to meet the individual needs of your agency.

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http://ag/id/17480

http://www.onlinewbc.gov/docs/manage/hrpol_idx.html

http://www.sampleemployeehandbook.com/allstate.html

http://www.sampleemployeehandbook.com/allstate.html

http://www.employeehandbookstore.com/order/special/allstate/504allstate.html

mailto:[email protected]

Agency Staff Handbooks SAMPLE COVER PAGE

AGENCY STAFF

HANDBOOK

OUR AGENCY MISSION IS ...

“Enter Mission Statement Here”

“XXXXXXXX” AGENCY<Street Address>

<City>, <State> <ZIP>xxxxx-xxxx

OFFICE (XXX)-XXX-XXXX

FAX (XXX)-XXX-XXXX

MOBILE (XXX)-XXX-XXXX

E-MAIL [email protected]

WEB SITE http://agent.allstate.com/agentname

[EFFECTIVE DATE]



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http://agent.allstate.com/agentname


SAMPLE TABLE OF CONTENTS

Agency Staff Administration:ACKNOWLEDGEMENT INCLUDING EMPLOYMENT AT WILL ........................................06EXPECTATIONS……………………………………………………………………………………08AGENCY MEETINGS .........................................................................................................09AGENCY STAFF DEVELOPMENT AND EDUCATION ......................................................10ALLSTATE AGENCY STANDARDS ...................................................................................11CUSTOMER COMPLAINTS................................................................................................12CUSTOMER INFORMATION PROTECTION......................................................................13DISABILITY ACCOMMODATION........................................................................................15DRUG TESTING .................................................................................................................16EQUAL EMPLOYMENT OPPORTUNITY............................................................................17EXPENSES ......................................................................................................................... 18INJURIES ............................................................................................................................ 19LOITERING ......................................................................................................................... 20OPEN DOOR POLICY ........................................................................................................21OUTSIDE EMPLOYMENT ..................................................................................................22PAYROLL ADMINISTRATION ............................................................................................23PERFORMANCE REVIEW..................................................................................................24PERSONNEL RECORDS ...................................................................................................26PROBATIONARY PERIOD……………………………………………………………….............27REFERENCE REQUEST…………………………………………………………………............28SEXUAL HARASSMENT ....................................................................................................29TERMINATION OF EMPLOYMENT……………………………………………………………...30TRADE SECRETS AND CONFIDENTIAL BUSINESS INFORMATION…………………......31

Agency Office Guidelines:ACCEPTANCE OF GIFTS…………………………………………………………………………32AGENCY SECURITY…………………………………………………………………………....…33AGENCY STAFF PARKING ................................................................................................34CONFLICT OF INTEREST……………………………………………………………………...…35DRESS CODE .....................................................................................................36DRUGS AND ALCOHOL……………………………………………………….......……………..38EMERGENCY PROCEDURES ...........................................................................................39HOUSEKEEPING/CLEANLINESS.......................................................................................40LUNCH HOUR ....................................................................................................................41OFFICE HOURS/PUNCTUALITY/TIMELINESS .................................................................42PREMIUM FUND……………………………………………………………………………………44SMOKING ........................................................................................................................... 45VISITORS ........................................................................................................................... 46

Agency Property Usage & SecurityUSE OF AGENCY PROPERTY ..........................................................................................47USE OF AGENCY COMMUNICATION VEHICLES ............................................................48USE OF ELECTRONIC MAIL AND COMPUTER……………………………………………….49

Time Away:ABSENCES AND SICK LEAVE ..........................................................................................50FUNERAL LEAVE ...............................................................................................................51HOLIDAYS........................................................................................................................... 52INCLEMENT WEATHER.....................................................................................................54JURY DUTY......................................................................................................................... 55LEAVE OF ABSENCE.........................................................................................................56MILITARY LEAVE................................................................................................................57SHORT-TERM DISABILITY.................................................................................................58TARDINESS………………………………………………………………………………..............60VACATION........................................................................................................................... 61

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Agency Staff Handbooks VOTING TIME...................................................................................................................... 66

Miscellaneous:BENEFITS .......................................................................................................................... 67MISSION STATEMENT.......................................................................................................68



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Agency Staff Handbook SAMPLE ACKNOWLEDGEMENT INCLUDING EMPLOYMENT AT WILL STATEMENTS

Version 1:

The policies described in this handbook are not intended to create a contract or rights of any nature between the agency, [Agency Name], and agency staff or any right to employment or continued employment.

All agency staff are employed “at-will” which means that the agency has the right to terminate the employment relationship at any time with or without notice and with or without cause.

The policies contained in this handbook have been read and it is understood that it is the agency staff’s responsibility to comply with these policies including any additions or revisions that may be made from time to time at the sole discretion of the agency.

_________________________ _____________________Agency Staff Signature Date

Version 2:

I have received and read the agency staff handbook that outlines my privileges and obligations as an agency staff member. I realize that I am responsible for understanding this information and complying with the general policies of the agency.

I understand that the policies given to me should not be considered, nor implied in any way, as a contract between the agency and me. Also, the relationship between the agency and myself may be terminated by the agency at any time and for any reason, with or without notice. I understand that the agency, at its sole discretion, can make changes to the policies described in this handbook at any time.

Date: _ Print Name

Signed

____________________________________ Agency Principal Name

Agency Name

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Agency Staff Handbooks SAMPLE ACKNOWLEDGEMENT INCLUDING EMPLOYMENT AT WILL STATEMENTS (CONTINUED)

Version 3:

This will serve as confirmation that I have received a copy of the agency staff handbook. I hereby understand and agree to abide by the policies set forth in the agency staff

handbook and understand that failure to do so could result in my termination. I understand that my ability to work at the agency is at the mutual consent of the agency

principal and myself. Either party may terminate that relationship at any time, with or without cause, and with or without notice.

_____________________________ _____________Name Date_____________________________ _____________Agent Name/Agency Principal Date

Version 4:

The policies described in this handbook are not intended to create a contract or rights of any nature between the agency, Agency, LLC, and agency staff or any right to employment or continued employment.

All agency staff are employed “at-will” which means that the agency has the right to terminate the employment relationship at any time with or without notice and with or without cause.

The policies contained in this handbook have been read and it is understood that it is the agency staff’s responsibility to comply with these policies including any additions or revisions that may be made from time to time at the sole discretion of the agency. Staff will be notified when an official change in the handbook has been made. Because of the possibility of differences in the interpretation of the clauses in this manual, the final interpretation will be determined by the agency principal and will be final.

The Agency, LLC values the many talents and abilities of its staff and seeks to foster an open, co-operative and dynamic environment where employees and the company alike can thrive. If you would like further information or have questions about policies and procedures outlined in the handbook, please feel free to bring them to the attention of the agency principal.

I have received a copy of the Agency, LLC Agency Staff Handbook. I have familiarized myself with the contents and by my signature below, acknowledge, understand, accept and agree to comply with the information contained in the handbook. I understand that this handbook is not intended to cover every situation, which may arise during my employment, but is simply a general guide to the goals, policies, practices, benefits and expectations of the agency.

__________________________________ ___________________________________Staff Print Name Staff Signature

__________________________________ ___________________________________Agency Principal Date

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Agency Staff Handbook SAMPLE AGENCY EXPECTATIONS

Version 1:

As a member of the Agency team, you are expected to:

1. Always treat everyone with the same respect and courtesy that you would expect as a customer.

2. Make service to our customers a top priority.3. Report to the agent any incident where a customer treats you in a hostile or abusive

manner. You are not expected to endure hostility or abusive language and should ask the customer to discontinue such behavior before you can continue your services, or refer the matter to the agency principal.

4. Keep the lines between you and the agency principal open at all times.5. Keep your compensation and benefits you receive confidential.6. Be a team player.7. Receive and maintain all appropriate licenses.8. Be a professional at all times.9. Ask if you are not sure about something!10. Honesty, Integrity and a strong work ethic.

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Agency Staff Handbooks SAMPLE AGENCY MEETINGS

Version 1:

The agency will periodically hold meetings to cover new material and agency results. These meetings will be held on any day specified by the agency staff office manager or the agency principal. You will be compensated for attendance and the meetings are mandatory.

Version 2:

The agency holds an agency staff meeting each Tuesday for one hour prior to office opening. Your attendance is expected, as this time is used for training and for updating all agency staff on any upcoming or recent changes.

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Agency Staff Handbook SAMPLE AGENCY STAFF DEVELOPMENT AND EDUCATION STATEMENTS

Version 1:

Opportunities will arise to further the education of agency staff. Agency staff will be paid to attend classes and seminars, which have been approved by the agency principal. If agency staff wish to attend an approved out-of-town seminar, expenses will be reimbursed and agency staff will be paid for an 8-hour day. The agency will pay for study materials, pre-licensing classes and the actual testing charges one time. (Any additional licensing charges would be paid by agency staff if not passed). Continuing education is also required to maintain agency staff licenses.

Version 2:

Opportunities will arise to further the education of agency staff. Agency staff will be paid to attend classes and seminars, which have been approved by the agency principal. Full-time agency staff will be required to obtain Property and Casualty and Life and Health licenses within one year of hire or in timeframe determined by the agency principal. Continuing education credits are the responsibility of agency staff. However, the agency principal will reimburse full-time agency staff for fees involved with continuing education credits.

Version 3:

All licensed and appointed agency staff are responsible for fulfilling their continuing education requirements as required by the state. The agency principal will reimburse the annual fee to maintain their license, and will offer educational opportunities to fulfill the continuing education requirements. It is the responsibility of agency staff to see that they fulfill the continuing education requirements at least 3 months prior to their license renewal date. Agency staff must present the continuing education credit forms to the agency principal at the time the license renewal is submitted.

Version 4:

All full-time agency staff are required to obtain and maintain a P &C (Property & Casualty) license. In addition to the P&C license, agency staff in a sales producer role must obtain and maintain a Life license within six months of hire. At least one license must be obtained within three months of hire.

The agency will pay for study materials, an approved pre-licensing class once, and the actual testing charges once. Agency staff are responsible for additional licensing charges, late fees, and/or re-testing fees. Continuing education (CE) requirements must be met to maintain licenses. Agency staff are responsible for all CE expenses.

Opportunities may also arise to further the education and development of agency staff. Agency staff will be paid their regular hourly rate to attend classes and seminars, which have been approved by the agency principal.

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Agency Staff Handbooks SAMPLE ALLSTATE AGENCY STANDARDS

Version 1:

Licensed and unlicensed agency staff are required to comply with Allstate Agency Standards. This includes, but is not limited to, the standards set forth regarding the duties of unlicensed agency staff. Failure to comply with Allstate Agency Standards may result in termination. Allstate Agency Standards are located on Agency Gateway for your reference.

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Agency Staff Handbook SAMPLE CUSTOMER COMPLAINT STATEMENT

Version 1:

Occasionally, even though we have done our best, a customer may be dissatisfied with the products or services that the agency offers. Agency staff that have reason to believe a customer is upset with the agency, or them, should report the incident immediately to the agency principal. If a customer tries to argue with agency staff, above all, be courteous. Do not engage in an argument.

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Agency Staff Handbooks SAMPLE CUSTOMER INFORMATION PROTECTION STATEMENT

Version 1:

At the [Agency Name], we have a responsibility to protect customer information against unauthorized used, theft, and damage. This includes, but is not limited to, customer information contained within an information system (e.g. desktops, laptops, personal digital assistants (PDAs), cell phones, etc), a portable storage device (e.g. USB memory keys, card readers, external hard drives, disks, CDs/DVDs, etc.) or customer information appearing in paper form (e.g. papers on your desk, papers in a file cabinet, fax machine transmissions, etc.)

To the extent possible, all information systems containing customer information should be locked down or stored in a safe location when not in use. Agency staff must lock their workstation when they are temporarily away from their computer. In addition, agency staff must terminate their network session(s) and log off their computers prior to leaving for the day, or leaving for any extended time. Computer log-on passwords must not be shared, written down, reused or transferred to another user. Wireless WAN cards used in notebook computers will be secured if the card has been removed. File cabinets containing customer information should also be locked prior to leaving for the day, or leaving for an extended time.

Agency staff must not leave customer information visible to the public when not being used. In addition, customer information should not be displayed on documents that are widely seen by others or shown to any other customer whom is not authorized to view such records. For example, you should not have customer information displayed on your computer screens where another customer can see it.

Fax communications that are sent from the agency, and contain customer information, should include a cover page with the recipient’s name listed and a notice of confidentiality that states: “ The information contained in this transmission is confidential and intended only for the individual or company named on this cover page. If you are not the intended recipient, please note that disclosure, copying, distribution, or use of the contents of this transmission is strictly prohibited. If you received this transmission in error, please notify us by telephone at the phone number listed on the cover page.” Where possible, verify that the intended recipient is available to receive your fax.

Received fax communications, which contain customer information, must not be left unattended at the fax unit. In addition, it is the policy of this agency not to receive faxes containing customer information at third party fax machines (i.e. Kinko’s, Office Max, etc.)

E-mail and Internet use if for business purposes only. Agency staff may not send customer information to any outside e-mail address in response to a customer inquiry. An appropriate response to such e-mail would be to inform the customer via e-mail that, for the customer’s security and privacy, you will contact them via phone regarding their request. The e-mail reply function should not be used to reply back as it may re-transmit any personal information contained in the original customer e-mail.



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Agency Staff Handbook SAMPLE CUSTOMER INFORMATION PROTECTION STATEMENT (CONTINUED)

Version 1 (CONTINUED):

Any documents or records containing customer information must not be thrown in the trash. The agency principal or designated agency staff member will dispose of all records and their copies that both no longer have any business value and are no longer subject to any records retention requirements in a secure manner. A secure manner means shredding, erasing or otherwise destroying the personal information in those documents and records to make it unreadable or undecipherable. For CD-ROMs and disks, this means cutting them into pieces.

Measures will be taken to ensure that telephone and other verbal conversations in which customer information is discussed is not overheard by persons who do not have legitimate need to know the content of the conversation. In addition, a voice-mail message containing customer information will not be left on an answering machine that is accessible by someone other than the individual that has a legitimate need to know the content.

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Agency Staff Handbooks SAMPLE DISABILITY ACCOMMODATION STATEMENT

Version 1:

Employment practices and activities are conducted on a non-discriminatory basis. Reasonable accommodation is available to all disabled agency staff. All employment decisions are based on the merits of the situation as it relates to the job requirements regardless of the disability of the individual. In the event that accommodations need to be provided, the agency principal should be notified.

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Agency Staff Handbook SAMPLE DRUG TESTING STATEMENT

Version 1:

The agency principal reserves the right to institute, without notice, a drug testing policy. If a drug testing policy is instituted, drug testing may take place multiple times throughout the year, as a requirement for maintaining a relationship with agency.

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Agency Staff Handbooks SAMPLE EQUAL EMPLOYMENT OPPORTUNITY STATEMENT

Version 1:

It is the policy of the agency to provide equal employment opportunities without regard to race, color, age, religion, sex, national origin, sexual orientation, disability, citizenship or other legally protected characteristic. This policy relates to all phases of employment, including (but not limited to) recruitment, employment, placement, promotion, transfer, rates of pay and other forms of compensation, benefits, layoff, recall, termination, selection for training, use of all facilities, and participation in all agency sponsored agency staff activities.

Version 2:

It is agency policy to hire the most qualified person without regard to race, creed, color, sex, national origin, religion, or disability.

Applicants for employment will be evaluated and team members promoted on the basis of qualifications to meet the requirements of the position and ability to perform in a satisfactory manner.

Employment is “at will” where either party is free at any time to dissolve the relationship.

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Agency Staff Handbook SAMPLE EXPENSES STATEMENT

Version 1:

Agency staff will be reimbursed for all reasonable and actual required travel and education expenses. This primarily involves transportation and education material expenses. Prior to incurring the expense, please obtain approval from the Agency Principal.

Version 2:

Agency staff must obtain prior approval from the agency principal to obtain reimbursement for educational expenses. In addition, agency staff will be reimbursed, at the federally approved rate per mile, for mileage costs if their personal vehicle is used for business. Accurate mileage reporting is required for reimbursement. Requests for mileage reimbursements must be received within 30 days from the date that the mileage expenses were incurred.

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Agency Staff Handbooks SAMPLE INJURIES STATEMENTS

Version 1:

It is the responsibility of all agency staff to make the agency principal aware of any safety hazard. In the event of an injury on the job, the agency principal should be notified immediately. Workers’ compensation insurance will be maintained by the [agency name/ payroll company name] to provide coverage for work related injuries.

Version 2:

Agency staff health and security is very important to the [Agency Name]. The [Agency Name] is willing to make reasonable efforts to address agency staff safety concerns. Agency staff should remember to use caution and good judgment in all activities and should notify the agency principal if they believe there is a safety issue that should be addressed.

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Agency Staff Handbook SAMPLE LOITERING STATEMENT

Version 1:

Loitering is not allowed on agency property. If you notice someone you do not know acting in a suspicious manner, offer the individual your assistance, if you do not feel threatened. If you are not satisfied with the person’s response, it is important to report the situation to the office manager or the agency principal immediately.

If you have a serious concern or feel threatened do not approach the person. Please call 911 and ask an officer to come.

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Agency Staff Handbooks SAMPLE OPEN DOOR POLICY STATEMENTS

Version 1:

Open communication is encouraged within the agency. If agency staff have questions or concerns, it is important that they discuss these with the agency principal.

Version 2:

Agency staff that have a problem or topic they would like to discuss with the agency principal or any other team member are welcome to do so. Just indicate if the discussion needs to be in private. By discussing concerns openly and frankly, little problems can be prevented from becoming big ones.

Version 3:

Free and open communication is one of our important ways to further harmonious relationships among all agency staff. We hope that you will express your ideas, suggestions and problems. The accumulation of unanswered questions and concerns can result in dissatisfaction and destroy what otherwise can be a pleasant work relationship.

If you have a personal need for guidance or if you should have a problem or question, it is to everyone’s benefit to discuss it. You should review the problem with the office manager as soon as possible. The office manager will give serious and thoughtful consideration to any matter you wish to discuss.

If the office manager cannot resolve the problem or if you feel that the matter cannot be discussed with the office manager, you may to discuss the problem with the agency principal, who will review all aspects of the matter and reach a final solution.

If, at any time, you desire to talk with the agency principal, the door is always open and you are always welcome.

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Agency Staff Handbook SAMPLE OUTSIDE EMPLOYMENT STATEMENT S

Version 1:

Full-time agency staff are discouraged from having regular outside or “moonlight” employment. The agency believes that customers are entitled to be served to the best of the agency’s abilities and deserve the agency’s full attention and energy. Agency staff should not engage in any outside employment that would interfere with their ability to perform their job at top efficiency.

Version 2:

Agency staff may hold an outside job in non-related businesses or professions as long as they meet the performance standards of their job description with the agency. Unless an alternative work schedule has been approved by the agency principal, agency staff will be subject to the agency’s scheduling demands, regardless of any outside work assignments.

[Agency Name]’s office space, equipment, and materials are not to be used to perform services for any outside business.

Version 3:

Agency staff are to devote full-time hours and attention to the agency’s interest during working hours. Agency staff are expected to avoid outside business and gainful activities that could divert their time, energies, interest, and talents away form the agency’s business.

Outside employment will not be considered a reasonable excuse for poor performance, absenteeism, tardiness, or poor productivity. If outside employment can constitute a conflict of interest, agency staff must terminate employment with the outside employer or this agency.

Version 4:

Agency staff may hold a job with another employer as long as he or she satisfactorily performs his or her job responsibilities. Agency staff may not work for, or have any financial interest in, any other business that is insurance related.

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Agency Staff Handbooks SAMPLE PAYROLL ADMINISTRATION STATEMENTS

Version 1:

Agency staff will be paid bi-weekly for the two weeks prior to payroll week. Payroll advances will not be provided.

Paychecks will not be released to family members or friends without a signed note from the agency staff member authorizing us to release the paycheck.

It is the policy of the agency to pay salaries and wages that are fair and reasonable and that compare favorably with salaries and wages paid both in the area and in the industry. Because salaries and wages vary widely based on the type of work performed, you are asked not to discuss your pay with other agency staff members or with agency staff/ exclusive agents of other Allstate agencies. If you have questions about your salary, please discuss them with the agency principal.

Version 2:

The agency will deduct from your pay federal withholding tax, state withholding tax, and FICA tax, as required by law.

Agency staff may elect to have optional deductions for other agency-approved benefits or services deducted from their paycheck.

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Agency Staff Handbook SAMPLE PERFORMANCE REVIEW STATEMENTS

Version 1:

Agency staff are entitled to know how they are doing in their position. A formal performance review will take place approximately every [X] months (more often if corrective action is necessary). Monthly checkpoints will be conducted to evaluate progress. Disciplinary action may call for any of four steps: verbal warning, written warning, suspension with or without pay, or termination of employment. Examples of rules of conduct that may result in termination include but are not limited to:

1. Insubordinate or other disrespectful conduct.2. Any action that could result in termination of an agency staff’s licenses or agency binding

authority (i.e. misuse of customer payments or forgery).3. Agency staff’s unwillingness to perform the work assigned.4. Verbal or physical abuse or threat to any other agency staff or customer.5. Unauthorized absence from workstation during the workday.6. Use of any illegal drugs on premises or conducting business-related activities while

under the influence of alcohol or illegal drugs.7. Sexual or other unlawful or unwelcome harassment.8. Possession of dangerous or unauthorized materials, such as explosives or firearms, in

the workplace.9. Excessive absenteeism or any absence without notice.10. Unauthorized use of telephones, mail system, or other Allstate owned or agency-owned

equipment.11. Unauthorized disclosure of confidential information including disclosure of, or

discussions around, agency staff payroll.12. Failure to abide by Allstate Agency Standards.

Version 2:

Agency staff are entitled to know how they are performing in their position. Agency staff performance salary reviews will be conducted on an annual basis. Checkpoints will be conducted as often as needed. Performance reviews will be based on individual agency staff performance as well as performance as a member of the agency staff team.

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Agency Staff Handbooks SAMPLE PERFORMANCE REVIEW STATEMENTS (CONTINUED)

Version 3:

The agency principal will conduct performance reviews and planning sessions with all agency staff on a semi-annual basis.

For new agency staff, the agency principal will conduct performance reviews and planning sessions after three months of service. After the three-month review, new agency staff will also be reviewed on a semi-annual basis.

The agency principal may conduct informal performance reviews and planning sessions more often, as necessary.

Performance reviews and planning sessions are designed for the agency principal and the agency staff to discuss current job tasks, encourage and recognize good attributes, and discuss positive, purposeful approaches for meeting work-related goals. Together, the agency principal and agency staff can discuss ways in which agency staff can accomplish goals or learn new skills. These planning sessions are designed for the agency staff and the agency principal to make and agree on new goals, skills and areas for improvement.

[Agency Name] directly links wage and salary increases with performance. Agency staff performance reviews and planning sessions will have a direct effect on any changes in agency staff compensation. For this reason, it is important to prepare for these reviews carefully and participate in them fully.

Version 4:

The agency principal will conduct performance reviews and planning sessions with all agency staff after six months of service. The agency principal may conduct informal performance reviews and planning sessions more often if they choose.

Performance reviews and planning sessions are designed for the agency principal and the agency staff to discuss current job tasks, encourage and recognize good attributes, and discuss positive, purposeful approaches for meeting work-related goals. Together, the agency principal and agency staff can discuss ways in which agency staff can accomplish goals or learn new skills. The planning sessions are designed for the agency staff and the agency principal to make and agree on new goals, skills and areas for improvement.

[Agency Name] directly links wage and salary increases with performance. Agency staff performance reviews and planning sessions will have a direct effect on any changes in agency staff compensation. For this reason among others, it is important to prepare for these reviews carefully and participate in them fully.

New agency staff will be reviewed at the end of three months. After the initial review, agency staff will be reviewed according to the regular semi-annual schedule.

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Agency Staff Handbook SAMPLE PERSONNEL RECORDS STATEMENT

Version 1:

Please advise the agency principal or office manager promptly of any change that should be made to your personnel records. Such changes may include: name, address, telephone number, marital status, number of dependents, beneficiary designations and the name of the person to be notified in case of an emergency. It is important to both you and the agency that such information be up to date, as it is needed in the event of emergencies and/or for maintaining proper payroll deductions, etc.

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Agency Staff Handbooks SAMPLE PROBATIONARY PERIOD STATEMENTS

Version 1:

For all new employees there is a ninety-day probationary period. At or before the end of this period, the employee will be evaluated for permanent status. Failure to meet goals during the probationary period may lead to termination.

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Agency Staff Handbook SAMPLE REFERENCE REQUEST STATEMENTS

Version 1:

It is the agency policy that all requests for information concerning current and former team members be handled in a consistent and appropriate manner. Such requests usually involve credit information, personal and business descriptions of job duties and responsibilities, etc. All written, oral, or informal requests for information about team members or former team members are to be referred to the agency principal.

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Agency Staff Handbooks SAMPLE SEXUAL HARASSMENT STATEMENTS

Version 1:

It is the agency’s policy to provide agency staff a workplace free of sexual harassment and intimidation. Sexual harassment (both overt and subtle) is a form of misconduct that can be demeaning to another person. Agency staff who become aware of sexual harassment or who believe that they have been subjected to such treatment should report such actions to the agency principal immediately.

Version 2:

It is the agency’s policy to maintain a work environment that is free from discrimination and sexual advances or harassment.

The harassment of any person by an agency staff member is prohibited. Sexual harassment is defined by the EEOC as “unwelcome sexual advances, requests for sexual favors or other verbal or physical conduct of a sexual nature constitute sexual harassment when: (1) submission to such conduct is made either explicitly or implicitly a term or condition of an individual’s employment; (2) submission to or rejection of such conduct by an individual is used as the basis for employment decisions affecting such individual; or (3) such conduct has the purpose or effect of unreasonably interfering with an individual’s work performance or environment.”

Agency staff who become aware of, or believe they have been subjected to, sexual harassment, should notify the agency principal immediately. All reports of sexual harassment will be investigated and where appropriate, the agency will take the necessary corrective action.

Version 3:

This agency is committed to a workplace environment where everyone is treated with respect and dignity. We expect all workplace relationships to be professional and free of harassment, unlawful bias, and other offensive conduct.

We will not tolerate unlawful discrimination, including harassment, based on a person’s status, such as, but not limited to age, race, color, religion, sex, national origin, national origin, sexual orientation, or disability. We will also not tolerate offensive or otherwise unprofessional behavior which management determines is inappropriate in the workplace, even if it does not amount to unlawful harassment. This policy applies to conduct by or directed toward any customer, business associate, agent, team member, or other Allstate associate in our workplace. It also applies to any business-related outside the workplace, including business trips, meetings, and social events.

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Agency Staff Handbook SAMPLE TERMINATION STATEMENTS

Version 1:

Terminations are either voluntary or involuntary. “Mutual Agreement” terminations will be classified as either voluntary or involuntary so that they may be processed in accordance with the termination policies and procedures that follow:

Voluntary Termination – A voluntary termination is a resignation that you initiate.Occasionally, team members will resign to pursue other interests. It is accepted business practice and common courtesy to give two weeks notice so that a replacement can be found to fill your position. Because of the amount of time required to find and train a team member, as much time as possible beyond two weeks will be appreciated.

Involuntary Termination – A permanent termination is initiated by the agent due to, but not limited to:

1. Illegal activity2. Lack of work3. Inability to perform satisfactorily the duties of the position4. Re-organization5. Retirement6. Discharge7. Job Abandonment8. Failure to maintain or loss of appropriate licenses to sell insurance and relate

products

The above is not intended to list all possibilities that might result in involuntary release from employment.

Upon termination, you are required to return all agency and company property (including, but not limited, to keys, manuals, forms and any other items provided to you) on date of termination.

Team members who are discharged, or who quit without giving two-week notice, shall forfeit all company benefits, except for benefits required under Federal and State laws.

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30

Agency Staff Handbooks SAMPLE TRADE SECRETS AND CONFIDENTIAL BUSINESS INFORMATION STATEMENTS

Version 1:

The information, formulas, and/or processes referred to herein this agency are proprietary in nature, constitute trade secrets, and are for the sole use and benefit of agents and employees of the Allstate Insurance Companies. The information, formulas, and/or processes referred to herein this agency are for internal use only, are not to be disseminated beyond the beyond the intended recipient, and are not to be photocopied or otherwise reproduced without the express written consent of the Allstate Insurance Company. Any team member violating this policy will be subject to immediate termination.

All client information is confidential and will not be shared outside of Allstate personnel or this agency.

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31

Agency Staff Handbook SAMPLE ACCEPTANCE OF GIFTS AND GRATUITIES STATEMENTS

Version 1:

Agency staff may neither accept anything that would result in personal gain for referring business nor pay any monies to anyone offering to refer business to the agency.

Version 2:

No team member is to accept any gift of more than $50 from any customer, supplier, or competitor. Any gift of greater value is to be returned with an explanation of agency policy.

No team member is to accept free or discounted services, travel, entertainment, vacation trip, accommodations, or anything that could be construed as an attempt to influence the team member.

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32

Agency Staff Handbooks SAMPLE AGENCY SECURITY STATEMENTS

Version 1:

The agency takes no responsibility for team members’ personal belongings.Team members with keys are to notify the agent immediately if a key is lost. Duplicate keys are not to be made.No outside visitors are permitted the premises before or after normal working hours without prior approval by the agent.The agent is to be notified immediately of harassing phone calls, threatening situations, etc.Firearms and other weapons are strictly forbidden.

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33

Agency Staff Handbook SAMPLE AGENCY STAFF PARKING STATEMENTS

Version 1:

The parking lot beside the building has been designated for agency staff parking. Agency staff are asked NOT to park in other areas (for example, the front of the building) that are reserved for customers and visitors. The agency principal is the only person allowed to park in the front of the building.

Version 2:

Agency staff must park their cars in areas designated by the agency principal.

Version 3:

Certain areas have been designated for agency staff parking, and you are asked not to park in other areas that are reserved for customers and visitors. If in doubt about where to park, consult with the office manager.

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34

Agency Staff Handbooks SAMPLE CONFLICT OF INTERST STATEMENTS

Version 1:

It is this agency’s policy that team members shall not become involved with activities or practices, which directly or indirectly could be detrimental to the best interests of the agency. Nor shall team members place themselves in a position, which may be perceived by others to be in conflict with the interest of the agency and its clients.

If a spouse of a team member works for a supplier, client, or competitor, both individuals are to act in such a way as to preserve the integrity and confidentiality each owes his or her respective employers.

Conflicts of interest may be cause for termination.

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35

Agency Staff Handbook SAMPLE DRESS CODE STATEMENTS

Version 1:

Agency staff have an obligation to the agency to present themselves in a manner, which would be acceptable to the general public. Agency staff represent the [Agency Name], therefore, the way they dress, their appearance, along with their attitude, are very important qualities that they need to consider when they talk to customers.

All shirts and blouses must have an average cut neckline T-shirts with slang logos are not allowed Shirts must be tucked in Blouses and t-shirts must meet belt-line with no exposed skin No spaghetti strap tops without covered shirt Blue jeans and blue jean skirts worn on Friday only

(No holey or extremely faded jeans) Tennis shoes worn only on Friday, and they must be neat and clean No flip-flops Fingernails and toenails must be neatly manicured. When wearing polish, the fingernails

and toenails should be neatly painted with no half painted nails Clothes worn must be neat without wrinkles Skirts must be no shorter than arms length

Version 2:

Office attire and general appearance should be professional and businesslike. Business casual is acceptable and expected. Agency staff should consider their function on the team. Cleanliness and neatness is expected. Avoid extremes in hairstyles, make-up, and clothing. Customers judge the agency in several ways, and one of those is how agency staff look and dress. Customers identify professionalism with business attire. Blue jeans, t-shirts or athletic shoes are not appropriate at any time during normal business hours.

The agency principal may declare a “theme day” or a sport casual dress day as a reward for exceptional performance. On a sport casual day, blue jeans and athletic shoes are acceptable.

Version 3:

Appropriate dress is expected on a daily basis and contributes to the morale of all agency staff members as well as setting the image of the agency. Appropriate dress attire Monday through Thursday includes slacks or dress pants, dresses or skirts, and collared shirts. A coat and tie is not required but may be appropriate in certain circumstances. Inappropriate clothing includes denim jeans, sweats, shorts, and tee shirts. Athletic shoes, beach sandals, and flip-flops are also not appropriate office attire. Nice denim jeans are acceptable on Fridays and Saturdays only.

36

Agency Staff Handbooks SAMPLE DRESS CODE STATEMENTS (CONTINUED)

Version 4:

Professional dress is expected on a daily basis and contributes to the morale of all staff members as well as setting the image of the agency. Appropriate dress attire on Monday through Thursday includes suits, dresses, dress pants, etc. Inappropriate clothing includes denim jeans, sweats or shorts. On Friday’s denim jeans are acceptable (no T-Shirts). Sweats or nice shorts are appropriate on Saturday’s only. Tennis shoes should be worn on Fridays or Saturday’s only. Back office support (part-time agency staff members who do not have in-person customer contact) can wear denim jeans daily if appearance is tactful.

Version 5:

We require that all agency staff members maintain an acceptable standard of modesty and good taste in their dress. It is important that you be neat in appearance, well groomed and appropriately dressed. Any staff member arriving to work with markings on any visual area which may be distasteful and offensive will be sent home without pay and may only return once markings have disappeared completely.

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37

Agency Staff Handbook SAMPLE DRUGS AND ALCOHOL STATEMENTS

Version 1:

Drugs or alcohol or the influence or drugs or alcohol, are not permitted on the office premises or while on company business. Violation of this policy could result in immediate termination.

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38

Agency Staff Handbooks SAMPLE EMERGENCY PROCEDURES STATEMENT

Version 1:

Catastrophe Preparation Checklist

1. Each person in the agency has a complete list of agency staff phone numbers. Agency staff should provide at least two phone numbers where they could be reached. Agency staff will be responsible for making contact with the agency principal daily to discuss the timely resumption of business. The phone list should include a phone number for the Allstate market distribution leader (MDL).

2. Agency principal will contact the MDL and make him/her aware of how the agency principal can be reached.

3. ALSTAR equipment will be secured and a back-up tape will be in the possession of the agency principal. If applicable, agency staff should remove the agency principal’s laptop if the agency principal is not present.

4. Agency principal will secure a printed list of customers. 5. Agency principal will secure a printed list of the cancellation audit and all notes regarding

contacts of those customers who are in cancellation status.6. Agency principal will secure a printed list of endorsements that are pended and

applications that are pended.7. Agency principal will take any applications or endorsements that have been sent but

have not yet processed.8. Agency principal will close out the remittance report and removed all customer payments

and cash from the agency. If feasible, a bank deposit will be made.9. Agency principal will secure a copy of the policy jackets for all P&C policies.10. Agency principal will take all possible documentation regarding taxes and record

keeping.11. In the event that time permits, the agency will review the coverage provided on the basic

homeowners policy prior to closing the office as a refresher.12. Agency staff understand that they are expected to remain accessible and available to

assist in implementation of post-catastrophe communication and claim handling.

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39

Agency Staff Handbook SAMPLE HOUSEKEEPING/ CLEANLINESS STATEMENTS

Version 1:

Agency staff are expected to keep their work area neat and do their part in keeping the remainder of the agency clean at all times. Desktops should remain organized during the workday to assist in efficient operation.

Version 2:

Agency staff are expected to keep their work area and the agency clean. Janitorial service is provided 5 days a week.

Version 3:

The agency endeavors to provide a clean place in which to work. You are expected to keep your work area clean, neat and free of articles not being used. Materials and equipment should be stored in an orderly manner in designated places only and waste should be disposed of in proper containers. Housekeeping is a responsibility that should be shared by all employees. By practicing good housekeeping, you are also contributing to a safe work environment.

Version 4:

We will all share equally in housekeeping duties, which involve emptying wastebaskets. Each team member should keep their work area neat and their part to keep the rest of the office clean and tidy.

Customers judge us on the professionalism of our appearance, and that includes the appearance of the office. Desks and work areas should be cleaned up and organized at the end of each day.

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40

Agency Staff Handbooks SAMPLE LUNCH HOUR STATEMENTS

Version 1:

Full-time agency staff will have one full hour for lunch. Lunch shifts are assigned each week by the agency principal with alternating times. Agency staff lunch times will be scheduled with different individuals each week in order to maintain relationships with one another. Agency staff are expected to take their lunch at the time specified and the agency should never be left unattended.

Version 2:

Full-time agency staff will have one full hour for lunch. Lunch shifts are assigned by the agency principal with alternating times. Agency staff are expected to take their lunch at the time specified and the agency should never be left unattended.

Version 3:

Full-time agency staff will have one hour for lunch. Lunch shifts should be staggered to provide for adequate staffing for the customer’s convenience. It is left to staff cooperative efforts to balance lunch shifts, and expected that you respect each other’s time and needs, while focusing on our customer experience.

Version 4:

Agency staff are provided with an unpaid lunch period which normally is one hour each day, but could be shortened depending on circumstances. The agency principal or office manager will inform you of the exact time for your lunch period.

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41

Agency Staff Handbook SAMPLE OFFICE HOURS/ PUNCTUALITY/ TIMELINESS STATEMENTS

Version 1:

Agency hours are Monday through Thursday from 8:30 a.m. to 5:30 p.m. On Friday, the agency hours are 9:00 a.m. to 5:00 p.m. Agency staff may stay after normal business hours to catch up on work, work on special projects or perform other work-related duties. Telemarketers may also work after the office is closed to the public.

Version 2:

Being at work on time is a common courtesy. Agency staff are expected to be on time in the morning and in getting back from lunch. If there is a problem, which will make an agency staff member late, agency staff should call [Name] prior to the time they are expected or as soon as possible. There is no time for personal reading, playing games or Internet surfing. Excessive tardiness is an obvious sign of disrespect and may result in disciplinary action up to and including termination.

Version 3:

Your regular attendance and punctuality are necessary for the efficient operation of the agency. Absences of personnel place an extra burden on the remaining agency staff and will seriously affect service to the customers. If you expect to be absent for any reason, you should notify [Office Manager / Agency Principal] prior to your normal starting time. If you fail to give this notice, the absence will be treated as unexcused unless circumstances prevent you from notifying the agency. You may be required to substantiate the reason for your absence. Unexcused absences of 3 or more days will be considered excessive absenteeism and may result in termination.

Punctuality is another important factor in judging your dependability and value. If you expect to be tardy, you should personally notify the Agency Principal or Office Manager prior to your normal start time.

Version 4:

Office hours are Monday – Friday, 8:00 A.M. - 5:00 P.M. The agency will have at least one licensed and appointed agency staff “on duty” at all times during office hours. Licensed and appointed agency staff may, at their discretion, schedule evening and weekend hours and appointments as this is an excellent time to reach prospects and customers who are unavailable during office hours.

42

Agency Staff Handbooks SAMPLE OFFICE HOURS/ PUNCTUALITY/ TIMELINESS STATEMENTS (CONTINUED)

Version 5:

Office business hours are as follows:Monday – Friday 8:00 – 6:00Saturday 9:00 – 1:00

You are expected to be at your desk with your computer on, and ready to work at the designated time. All agency staff are expected to work one of every three weeks on a Saturday. The following Friday’s workday will be four hours. Overtime is not expected and requires prior written authorization, if requested.

Version 6:

Our normal hours of operation are from 8:30 A.M. – 5:30 P.M. Monday – Friday. You should be on the job, ready to work on time, a few minutes early and should never be late.

All full-time staff members are expected to work a 40-hour week. There may be times you are asked to work longer hours or come in on Saturdays for such things as CAT Claims or agency meetings. The Agency Principal must approve any time worked in excess of the standard 40-hour workweek.

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43

Agency Staff Handbook SAMPLE PREMIUM FUND STATEMENTS

Version 1:

Premium funds in your possession are your responsibility. Error sequences are as follows: First time, I pay. Second time, you pay all.

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44

Agency Staff Handbooks SAMPLE SMOKING STATEMENTS

Version 1:

Smoking in the office will NOT be allowed by agency staff.

Version 2:

Smoking is only allowed in designated areas. Please check with the agency principal for information on designated areas.

Version 3:

Smoking is not allowed in the office.

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45

Agency Staff Handbook SAMPLE VISITORS STATEMENTS

Version 1:

Only customers and authorized visitors are permitted at the [Agency Name] offices. Unauthorized sales persons, or those collecting for charitable causes are not permitted at the [Agency Name] offices. Visits from friends and family should be kept to a minimum and should not exceed fifteen (15) minutes. Agency staff are responsible for the conduct of their guests.

Agency staff that notice an unauthorized visitor should notify the agency principal immediately.

Version 2:

No outside visitors are permitted on the premises before or after normal working hours without prior approval from the agency principal. Notify the agency principal immediately of threatening situations, harassing phone calls, etc.

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46

Agency Staff Handbooks SAMPLE USE OF AGENCY PROPERTY STATEMENTS

Version 1:

Agency staff who resign, or are terminated, will be required to return all items of equipment, supplies, keys, etc., issued by the agency for use in the performance of their job and to repay any outstanding debts owed to the agency.

Version 2:

All agency workspace, including file cabinets and desks are the property of [Agency Name] and must be available at all times. The use of personal locks on any agency property is strictly forbidden. No agency property may be used to house personal files or items. No agency equipment, including computers, photocopiers or printers may be used for personal business.

Version 3:

Agency staff may not use or permit the use of agency property such as furniture or furnishings, office machines, vehicles, tools, computers, software, supplies, or agency information for their personal use without express written permission of the agency principal.

Version 4:

You are urged to be as careful with agency and Allstate property assigned to your care as you are with your own belongings. Every piece of property in the agency represents an investment in the business. Agency and Allstate property is not to be used for personal use or removed from the premises unless approved by the agency principal or agency staff office manager and signed for by the agency staff member.

Version 5:

All agency workspace, including file cabinets and desks are the property of the Agency and must be available at all times. Team members may not use or loan agency property such as furniture or furnishings, office machines, vehicles, tools, computers, software, supplies, or agency information for their own personal use without the agent’s permission.

The use of personal locks on any agency property is strictly forbidden. No agency property may be used to house personal files or items. No agency equipment, including computers, photocopiers, printers, software and supplies may be used for personal business.

Agency staff that resign, or are terminated, will be required to return all items of equipment, supplies, keys, etc. issued by the agency for use in the performance of their job and to repay any outstanding debts owed to the agency.

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47

Agency Staff Handbook SAMPLE USE OF COMMUNICATION VEHICLES STATEMENTS

Version 1:

Personal telephone calls, both outgoing and incoming, must be limited to emergency situations or to calls that agency staff cannot place at some other time. If a personal long distance call must be made, it should not be charged to the agency.

E-mail and Internet use is for business purposes only. Internet usage, from Allstate owned computer equipment, will be monitored. There should be no personal Internet usage, including incoming and outgoing e-mail. Any abuse of any of the above may lead to termination.

Version 2:

Personal telephone calls are permitted on a limited basis (3 calls for 5 minutes per day maximum) as long as they do not interfere with the daily operation of the office, customer service, or production requirements, and they do not become excessive. If you have an emergency, this time frame is relaxed. Emergency telephone calls will always be accepted and put through. If you must make a personal long distance call, it should not be charged to the agency. Any violation of this policy may lead to termination.

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48

Agency Staff Handbooks SAMPLE ELECTRONIC MAIL AND COMPUTER USE

Version 1:

Email and computer systems allow us to communicate in a timely manner and process information. With the use of the email and computer systems come responsibilities. It is understood that:

1. The email and computer systems are the property of the company.2. This agency reserves the right to monitor email messages on any computer on agency

premises at any time. 3. We prohibit email messages that are obscene, harassing, or libelous in nature.4. Email use should be limited to Allstate business. 5. Internet usage may be monitored, and visiting offensive, pornographic, or obscene sites

may result in termination of employment. 6. Downloading programs or software from the Internet or from CDs is prohibited unless

approved by Allstate.7. You will adhere to all Allstate Insurance Co. information technology rules and

regulations.

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49

Agency Staff Handbook SAMPLE ABSENCES AND SICK LEAVE STATEMENTS

Version 1:

Full time agency staff will be provided five days of sick/personal leave annually. In the event that it is necessary to take more than five days, the time missed will be subtracted from vacation time due. After vacation time is used, additional days will be granted without pay. Unused sick/personal leave will NOT carry over into a new calendar year nor will it be paid to agency staff while they are employed or upon termination. Part-time agency staff have no sick/personal leave provided. Excessive absences may result in grounds for termination.

Version 2:

Full time agency staff will be provided [x] days of sick/personal leave annually. Unused sick/ personal days will NOT carry over into a new calendar year nor will they be paid to agency staff while they are employed or upon termination. Part-time agency staff have no sick/ personal leave provided. Excessive absences may result in termination.

Version 3:

Agency staff are to notify the agency principal of doctor's appointments and other events that would cause staff to be late or have to leave early. With agreement from the agency principal, agency staff may work additional hours to "make up" time so long as their total weekly hours worked does not exceed their normal workweek.

Regarding emergency situations, agency staff should notify the agency principal and/or office manager as soon as practical. Depending on the situation, the Agency staff's pay may or may not be reduced due to time away. If necessary, and with agreement from the agency principal, agency staff may use vacation time (full or partial) to address time away.

Version 4:

Frequent absences and excessive tardiness are not acceptable and constitute an unsatisfactory work record. This may be subject to disciplinary action. Accommodations for Americans with Disabilities Act arranged with the agent will not be considered frequent or excessive.

To determine what is “frequent” or “excessive”, a variety of factors are considered including:

1. Attendance history: the frequency, total time out, and the time span involved.2. The reason for being absent.3. The timeliness of the notice given.4. The effect on the service of the agency.5. Consistent and fair administration of personnel policies.

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50

Agency Staff Handbooks SAMPLE FUNERAL LEAVE STATEMENT

Version 1:

Agency staff will be paid for up to [X] days due to the death of an immediate family member. An immediate family member may be defined as a spouse, child, parent, sibling, grandparent, grandchild, stepchild of the agency staff member or the agency staff member’s spouse.

Additional unpaid days may be granted by the agency principal in extenuating circumstances.

Version 2:

Full-time agency staff will be paid for up to 3 days if there is a death in the immediate family. Payment for an absence of this type would normally be the day before, the day of, and the day after the funeral, assuming all occur during the workweek. Additional time off without pay may be granted with approval from the agency principal. Immediate family includes mother, father, children (including those legally adopted), brother, sister, spouse, mother-in-law, father-in-law, grandparents and grandchildren.

Version 3:

Time off work will be granted to team members due to the death of an immediate family member or specified relative without loss of pay according to the following:

1. Up to three days may be granted for the death of an immediate family member. An immediate family member is a father, mother, sibling, husband, wife, child, parent-in-law, grandparent, grandchild, or any in-law or relative with whom you reside.

2. Team members may be granted up to two days from work for the death of a relative. A relative is any in-law, niece, nephew, aunt, or uncle.

3. Time off is subject to approval.4. Death and bereavement pay will not be paid in addition to any other allowable pay for

the same day, such as holiday pay, sick leave, etc.

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51

Agency Staff Handbook SAMPLE HOLIDAY STATEMENTS

Version 1:

An announcement of holidays will be made in December of each year for the following calendar year. They will coincide with Allstate’s regional office holidays. Holidays for which full-time agency staff will receive paid leave are typically:

New Year’s Day Memorial Day July 4th

Labor Day Thanksgiving Christmas Day

Version 2:

The following are paid holidays for eligible agency staff:

New Year’s Day Memorial Day Independence Day Labor Day Thanksgiving Day Christmas Day

Note: The agency will make reasonable efforts to accommodate holidays pertaining to an agency staff member’s established cultural or religious beliefs that are not included in the above list. Agency staff should speak with the agency principal to obtain approval for taking time off to observe such holidays.

52

Agency Staff Handbooks SAMPLE HOLIDAY STATEMENTS (CONTINUED)

Version 3:

An announcement of holidays will be made in December of each year for the following calendar year. They will coincide with Allstate’s regional office holidays. Holidays for which full-time agency staff will be paid are typically:

New Year’s Day Memorial Day July 4th

Labor Day Thanksgiving Christmas Day

Plus: Two (2) additional personal days

Agency staff hired after July 1 will not be eligible for personal days in the year of hire. Personal days must be approved by the agency principal in advance. No more than one agency staff member should be out of the office at the same time.

Version 4:

The following holidays are paid at 100% for full-time agency staff and at 50% for agency staff, whose work hours average 26 or fewer hours weekly. . New Year’s Day Memorial Day Fourth of July Labor Day Thanksgiving Day Christmas Day

All agency staff must have 12 months or more service with the agency to be eligible for this benefit.

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53

Agency Staff Handbook SAMPLE INCLEMENT WEATHER STATEMENTS

Version 1:

In case of hazardous road conditions, the agency principal will make the decision to close or delay the opening of the agency. Agency staff will be paid for the normal working hours missed. This is ONLY if the agency principal has made the decision to close or delay the opening of the agency. Otherwise, agency staff will need to use vacation for time missed due to inclement weather.

Version 2:

Unless notified by the agency principal, agency staff are expected to report to work on all regularly scheduled days, regardless of weather conditions. Agency staff, that are unable to report to work due to weather conditions, must notify the agency principal as soon as possible.

In the event that the agency closes due to severe weather conditions or another reason, agency staff will not be required to report to work. Agency staff will be paid for that day and it will not be counted as a vacation day.

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54

Agency Staff Handbooks SAMPLE JURY DUTY STATEMENTS

Version 1:

Agency staff will be granted time off to serve on a jury without pay. A copy of the jury duty summons and all other associated paperwork are required to be shown to the agency principal.

Version 2:

Full-time agency staff, who are summoned for Jury Duty, will be compensated up to 3 days per calendar year. Agency staff are required to show summons to the agency principal as soon as possible to rearrange the work schedule. In order to receive compensation, agency staff will be required to show proof of jury service.

Version 3:

Full-time agency staff who are summoned for jury duty will be entitled to their regular pay for up to ten days of jury service during any one year period of time. Agency staff must show the jury duty summons to the agency principal as soon as possible so that arrangements may be made to accommodate their absence. Agency staff are expected to report for work whenever the court schedule permits. In order to receive compensation, agency staff will be required to show proof of jury service for each day served.

Version 4:

Agency staff, who are summoned for jury duty or called as a witness at a trial, will be compensated for up to 3 days per calendar year. To be eligible for this benefit, agency staff must notify the agency principal or office manager one week in advance or immediately upon receipt of a summons to serve on a jury or as a witness. This is necessary so that arrangements can be made for the absence. If an agency staff member is released or excused from jury duty on any working day, he/she must report to work for the balance of that day.

In order to receive compensation for time off due to jury duty, agency staff must secure and present to the agency principal or office manager a receipt from the clerk of court.

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55

Agency Staff Handbook SAMPLE LEAVE OF ABSENCE STATEMENT

Version 1:

Agency staff with three or more months of service, may request leave of absence without pay for a period not to exceed one month for illness or compelling personal reason. Extensions may be granted only under unusual or unavoidable circumstance, which necessitate that an extended period of time away from work is needed. Leave requests must be made in writing and must set forth the reasons for the request and the length of leave requested. The granting of leave is done at the discretion of the agency principal.

While on leave, agency staff will remain an employee of the agency. Agency staff will not be entitled to holiday pay while on leave. Vacation time will not accrue while an agency staff member is on leave.

If leave is granted for medical reasons, agency staff will be required to provide a doctor’s release before they will be permitted to return to work.

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56

Agency Staff Handbooks SAMPLE MILITARY LEAVE STATEMENT S

Version 1:

Full-time agency staff will be granted a military leave of absence of up to five years without pay if they are absent from work because of service in the U.S. uniformed services.

Version 2:

Agency staff, who are members of the National Guard or military reserves, will be allowed time off from work to attend weekend training and annual training. For the two-week annual training requirement, agency staff may elect to obtain a leave of absence or use their vacation time. If a leave of absence is elected, agency staff will be entitled to their unused vacation and should provide as much notice as possible to the office manager.

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57

Agency Staff Handbook SAMPLE SHORT TERM DISABILITY STATEMENT

Version 1 :

To be eligible for short-term disability, agency staff must:

Have worked for the [Agency Name] for a total of 12 months Have worked at least 1250 hours over the previous 12 months

Eligible agency staff will be granted up to a total of 6 workweeks of unpaid leave during any 12-month period for one or more of the following reasons:

For the birth and care of their newborn child For placement of a son or daughter for adoption or foster care To care for an immediate family member (spouse, child or parent) with a serious health

condition To take medical leave when the agency staff member is unable to work because of a

serious health condition

Also, subject to certain conditions, agency staff may choose to use accrued paid leave (such as sick or vacation leave) to cover some or all of their leave.

“Serious health condition” means an illness, injury, impairment, or physical or mental condition that involves either:

1. Any period of incapacity or treatment connected with inpatient care (i.e. an overnight stay) in a hospital, hospice, or residential medical-care facility and any period of incapacity or subsequent treatment in connection with such inpatient care; or

2. Continuing treatment by a health care provider which includes any period of incapacity due to:

A health condition (including treatment therefore, or recovery there from) lasting more than three consecutive days and any subsequent treatment or period of incapacity relating to the same condition, that also includes:

Treatment two or more times by or under the supervision of a health care provider; or One treatment by a health care provider with a continuing regiment of treatment; or Pregnancy or prenatal care. A visit to the health care provider is not necessary for

each absence; or A chronic serious health condition, which continues over an extended period of time,

required periodic visits to a health care provider and may involve occasional episodes of incapacity (e.g. asthma, diabetes). A visit to a health care provider is not necessary for each absence; or

58

Agency Staff Handbooks SAMPLE SHORT TERM DISABILITY STATEMENT (CONTINUED)

Version 1 (CONTINUED) :

A permanent or long-term condition for which treatment may not be effective (e.g. Alzheimer’s, a severe stroke, terminal cancer). Only supervision by a health care provider is required, rather than active treatment; or

Any absences to received multiple treatments for restorative surgery or for a condition which would likely result in a period of incapacity of more than three days if not treated (e.g. chemotherapy or radiation treatments for cancer)

If applicable, group health insurance coverage will be maintained for agency staff on leave whenever such insurance was provided before the leave was taken and on the same terms as if agency staff had continued to work. If applicable, arrangements will need to be made for agency staff to pay their share of health insurance premiums while on leave.

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59

Agency Staff Handbook SAMPLE TARDINESS STATEMENT

Version 1 :

When you are going to be more than fifteen minutes late reporting to work, call the agent to give the expected time of your arrival and reason for being late.

Chronic tardiness will result in disciplinary action and can result in termination.

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60

Agency Staff Handbooks SAMPLE VACATION STATEMENTS

Version 1:

Full-time agency staff receive:

1 week paid vacation after 1 year of service2 weeks paid vacation after 5 years of service3 weeks paid vacation after 10 years of service4 weeks paid vacation after 15 years and above

Vacation schedules are arranged to ensure an adequate work force at all times. No more than one agency staff member should be out of the office on vacation at one time. A vacation schedule will be made in January of each year with first choice of vacation being rotated amongst agency staff. The agency principal must approve dates desired. Vacation time must be used during the calendar year or it will be forfeited. Vacation days may be taken in ½ day increments. No more than 5 consecutive days may be used at one time.

Vacation days may be scheduled before the holiday or after but not both before and after the same holiday. Agency staff receiving first choice of vacation time one year will move to the last choice the following year.

Version 2:

Personal Time Off

As part of your total compensation, the Agency provides employees paid time away from work in the form of a Paid Time Off (PTO) Bank to address personal needs such as vacation, family illness, personal days, and illness. When taken, paid time off reduces the bank either in partial (hourly) and daily increments (for complete days taken) for employees. Allstate company holidays will not reduce an employee's PTO Bank.

Eligibility

Full-time and regular part-time employees are eligible for PTO. Temporary employees are not eligible for PTO. Part-time employees are eligible for two PTO days in each calendar year. Part-time employees PTO eligibility for the first calendar year is limited to 1 day if hired after on or after July 1. Eligible employees will earn and take PTO within the same calendar year. On January 1 of each year, the PTO Bank will be replenished and available for eligible employees to take. PTO days will be used in the following order:

Days carried over from the prior calendar year; Current year PTO days;

Length of service as of January 1 Vacation time

Less than 1 year* 10 days*1 to 4 years 16 days5 to 9 years 21 days

10 years or more. 27 DaysSAMPLE VACATION STATEMENTS (CONTINUED)



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Version 2 (CONTINUED) :

Unused vacation time may be carried over to the next year up until January 31. Pregnancy leave days are coordinated and limited up to the state limit for payments. All Personal time requires advance notice and approval. Only one team member at a time can be off on Personal Time. Seniority will dictate scheduling.

*New hires will earn personal time on a pro-rata basis based on when they were hired and how many months are left in the year up to a maximum of eight days. For example, a team member hired on June 1 will have 6 days of personal time for the remaining six months of the year. Personal Time will be coordinated to ensure proper staffing.

A time off schedule will be made in January of each year with first choice of vacation being rotated amongst agency staff. The agency principal must approve dates desired. Time off days must be taken in full day increments. No more than 5 consecutive days may be used at one time.

Time off days may be scheduled before a holiday or after but not both before and after the same holiday.

Birthday Benefit:

We will allow an additional day off with pay on your official date of birth. If your birthday falls on a weekend, Friday will be your scheduled day off for a three-day weekend.

Education and Development

Compensation for expenses incurred by team members attending a conference or seminar will be determined as follows when attendance is requested or approved by the agent.

1. I will pay any required fees.2. The team member will receive full pay for the time during attendance.

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Agency Staff Handbooks SAMPLE VACATION STATEMENTS (CONTINUED)

Version 3:

The vacation year begins on January 1st and ends on December 31st. Full time agency staff will earn vacation days based on their length of service as shown below.

Length of Service as of January 1st Paid Vacation Days

Less than 1 year No paid days

1 year 5 days2 years 6 days3 years 7 days4 years 8 days5 years 9 days6 years 10 days7 years 12 days8 years 13 days9 years 14 days10 years 15 days11 years 16 days12 years 17 days13 years 18 days14 years 19 days15 years 21 days16 years 22 days17 years 23 days18 years 24 days19 years 25 days20 years 30 days

Vacations should be taken in units of at least one day. Dates must be approved in writing by the agency principal at least two weeks in advance.

Agency staff that wish to carry over unused vacation days to the next vacation year must discuss this with the agency principal before October 15th of the current year. Unused vacation days cannot be redeemed for cash unless approved in writing by agency principal. Such approval will only be granted in unusual circumstances.

Agency staff will be paid for any unused vacation and/or personal time days for that year should their employment end.



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Agency Staff Handbook SAMPLE VACATION STATEMENTS (CONTINUED)

Version 4:

Full-time agency staff will receive: Five (5) days of paid vacation each year after one year of continuous service, Ten (10) days of paid vacation beginning the first calendar year after three years of

continuous service. Vacation must be taken at a time that is convenient to both your schedule and to the agency. Agency staff should request vacation as far in advance as possible so as to avoid conflicts and help with the smooth operation of the agency.

If you take one, two, or three days, it cannot be connected with a holiday and it must have seven working days notice or approval. No fractional days of vacation are allowed.

Version 5:

Full-time agency staff will receive: [X] days of paid vacation each year after one year of continuous service, [X] days of paid vacation beginning the first calendar year after [X] years of continuous

service.

Vacation is granted according to seniority and set up at the beginning of each calendar year. All requests should be made to the agency principal no later than January 10th for vacation during the coming year. Staffing of the office will require that agency staff stagger all vacation. Changes are approved on the calendar in a limited basis.

Full-time agency staff will receive their regular pay during periods of vacation. Part-time agency staff will receive vacation based on normal hours worked.

Vacation days cannot be accumulated. Agency staff will forfeit unused vacation days if not taken before the end of the calendar year in which it was earned.

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Agency Staff Handbooks SAMPLE VACATION STATEMENTS (CONTINUED)

Version 6:

Agency staff hired after May 1st of any year will be granted 6 vacation days.

All full-time agency staff will accrue vacation days as follows: 90 days – 2 years 12 days annually 2 years – 5 years 15 days annually 5 (+) years 18 days annually

Agency staff that average 20-29 hours weekly will accrue vacation days as follows: 6 months – 2 years 6 days annually 2 years – 5 years 7.5 days annually 5 (+) years 9 days annually

Vacation days cannot be carried over from one year to the next.

Each January of every year, agency staff, who have vacation days, will be given the opportunity to select their designated dates for vacation days for that year. This will be given based on seniority and rotated within the agency accordingly. Any days not designated at the beginning of the year will need to be taken with advance notice of 7 days for approval. Please consult with the office manager should any extenuating circumstances occur. Vacation days must be taken in whole increments of 1 day not in hours.

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Agency Staff Handbook SAMPLE VOTING TIME

Version 1:

We want you to take an interest in the civic and national affairs of our community and country. Hours that polls are open generally allow time to vote without interference with normal work hours. However, if your work interferes, you may request unpaid time off from the office manager to vote.

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Agency Staff Handbooks SAMPLE BENEFITS STATEMENTS

Version 1:

Health insurance, disability insurance or retirement benefits are provided by the [agency name/ payroll company name]

Version 2:

The following is a list of benefits that the [Agency Name] makes available to eligible agency staff. The descriptions in this handbook are a summary only. The separate plan documents explain each benefit in more detail and the language of the plans’ documents controls the various plans. Benefits may be modified, added or terminated at any time by the insurance company or benefit provider, per the terms of the plan, or by the [Agency Name], at its discretion.

Benefits Eligibility

Full-time agency staff that have been employed for three months or more are eligible for the benefits outlined below. Part-time agency staff (less than 35 hours per week) are not eligible for these benefits.

Medical Insurance

Medical insurance is available for eligible agency staff and their qualified dependents. Refer to the plan summary for details regarding coverage, eligibility, waiting periods and cost.

401K

Eligible agency staff will be given the option to enroll in the [Agency Name] 401K program.

Workers Compensation

The [Agency Name] requires that all agency staff report job-related accidents or injuries to the agency principal immediately, whether the accident occurred on or off agency premises. Failure to report an injury, regardless of how minor, could result in difficulty with the agency staff’s claim to the workers’ compensation insurance carrier.

All workers’ compensation claims will be paid directly to agency staff. Agency staff are expected to return to work immediately upon release by their doctor.

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Agency Staff Handbook SAMPLE MISSION STATEMENTS

Version 1:

At the [Agency Name], our mission, individually and as a team, is to consistently provide the very best insurance and financial services to customers in a friendly, professional, enthusiastic manner with a positive attitude.

Version 2:

The goal from the inception of the agency has been to work together as a team. The teams’ number one priority is the customer. Our commitment to the customer and Allstate is to give excellent customer care. As an agency and team, we strive to be a leader and role model to other Allstate agencies on a local, regional and national level. Our success as an agency is measured by customer satisfaction with the value we bring to them.

Version 3:

Our mission is to be the best insurance agency in our region. By accomplishing our mission, we will be able to provide a decent life for our families as well as be an active employer in the community. We are committed to providing friendly and accurate customer service and offer value to customers by being there whenever we are needed. We want to be an asset to the customer and our agency.

Version 4:

The [Agency Name] is a very pro-active agency that strives to be a sales leader and role model to other Allstate agencies on the local, regional and national level. Our commitment to quality and excellence serves Allstate and customers well. We strive to be the best that we can be in all aspects of our business.

Version 5:

To run an efficient and effective customer focused agency that helps existing and future targeted customers with their insurance needs while supporting the Allstate mission and providing opportunities to the agency staff.

Version 6:

The agency mission is to provide personal attention and professional service to customers. We strive to be the agency that offers products and services to help customers meet their protection and accumulation needs. It is with pride that we will exceed their expectations of quality service and build long-term relationships, allowing us to earn the referrals of family and friends. We will demonstrate honesty and integrity in all of our relationships, while striving to perform duties in a correct and complete manner the first time, every time.

Version 7:

Our agency is dedicated to achieving the highest level of professionalism while assisting customers with insurance and financial services needs. We are a “full service” agency with a wide variety of products available, which can be tailored to meet the needs of each customer as an individual. We pride ourselves in delivering a level of service that each current and future customer expects and deserves.

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Agency Staff Handbooks SAMPLE MISSION STATEMENTS (COUNTINUED)

Version 8:

Welcome to the Agency. Providing my team members a pleasant work atmosphere is important to me. It also helps to ensure excellent customer service and marketing of the highest quality insurance and financial products through Allstate Insurance Company and its affiliates.

You have been selected from a pool of other candidates because I believe you will be an asset to this agency. I am pleased you have chosen to add your talents to assist the agency fulfill its mission.

Mission:

Our agency is committed to providing insurance and financial products that meets the needs of our customers and provides them peace of mind against the risks they face. We will always treat each of our customers with dignity and respect and provide them with the highest level of customer service. Our success will be determined by:• Developing long-term relationships with our customers • Being allowed to handle all of our customer’s insurance and financial services needs • Our customers referring their friends and family to do business with our agency.

Our Values:

To our customers and prospects: They are the only reason we exist We must always acknowledge a customer or prospect who walks in our agency even if

we can not attend to right away We must respect them at all times. This means we should never lose our temper with

them, never be sarcastic, never yell or raise our voice at them. We must have patience with them We must respect their cultural differences We must do everything for them with the utmost integrity. This means honoring the letter

of the law, and also the spirit as well We need to have open and honest conversations with them We must do the ethical and moral thing for them all the time We must always give them the best professional advice and counsel

Our Purpose:

It is our intention to meet customer needs by proactively marketing and selling Allstate products. This primarily achieved by us asking each and every prospect and/or customer about their insurance and financial service needs and to allow us the opportunity to review those needs.

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