Welcome Book (English)

Europ Assistance Hungary

Welcome
Book

Dear new colleague,
welcome to the team Europ Assistance Hungary.

I.

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ContentsGroundXPIVla. n NoteIsII.
ExtensXioVn.s PoXlicI-yXII. GreetiVn.g
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OstrrguacntuisrIeaXt-ioXn. al

Notes Notes

Greeting Dear new colleague, welcome to Europ Assistance Hungary

Organogram About Us We would like to let you know the most significant work related information with this
book which is supposed to be a general summary. For the details please contact the
Policies HR department. The comprehensive description of the working procedures could be

Extensions Groundplan Dresscode found on the intranet system.

We hope that these pieces of information will help your integration.

First Workday

The paperwork shall be adjusted on the first day. The entrance takes place on the Generali
customer service. More details from the HR Department.You shall receive your badge, cupbo-
ard keys, headset and thin client card cetrified on the entry sheet. Your access to the system
(e-mail adress, user profile, Group Intranet, EALive) will be granted by the IT Department
followed by a notiication via e-mail. To make your integration easier, we send out your introdu-
cing lines and photo to every colleague.

Worktime

We workwithin a work time frame of 2 months. This means the differences (overtime, minus
hours) will be settled in every 2 months. In case of uninterrupted working program, we work on
the basis of the work schedule.

Lunchtime

The lunch break at Europ Assistance Ltd takes 30 minutes along with your working time.

Holidays

The holidays for the given year are determined by he Hungarian Labour Law. The Holiday
Form could be found on the Platform Bible. After you notificated your holiday in the mentioned
form, you also need an authorisation of your direct Manager, than you are able to hand it in at
the HR department.

In labour and pay roll cases have a recourse to:
Marinetta Molnar and Sara Vogel

Cafeteria:

We have fringe benefits at our company. You find more information in the related policy on
Platform Bible.

The recieving of wage sheets and meal tickets.

It always takes place on the HR Department after the notification was sent via internal e-mail.

III.

The performance evaluation and premiums

Employees may recieve premiums based on their
performances after the probation period. For more
information about the premiums, please find the re-
levant internal rule. (based on ’TÉR’ system for back
office, internal policy for Platform). The consideration
of premiums takes place quarterly on the platform
and annually on the back office under the direction of
the head of the department. You may also find more
information about premiums in your labour contract.

Dictionary

Back Office - A part of the company which includes the followings:
network and service development, finance and admin, sales and
marketing, HR, assistant of the managing director, reception, legal
department.
Platform – Another part of the company. Here we can find the cus-
tomer service colleagues, claim handler colleagues, seeded claim
handlers, customer relations officers, deputy operational officer,
operational officer.
PB – Platform Bible – a database wich includes every work related
information you might looking for.
Group Intranet – The internal intranet of the Europ Assistance com-
panies where every international news and relevant informations are
available.

For more informations about this topic,
please check the internal policies on intranet.

Good luck for your work with the team
of Europ Assistance!

IV.

Greeting Greeting

Policies Organogram About Us Dear Colleague,

Extensions Groundplan Dresscode very warm welcome to the team of Europ
Assistance Hungray Ltd!
As you may already know, our company is
the most innovative part of the area of assis-
tance services with a market leader position.
This would not have been possible without
our committed and responsible colleagues
as parts of the company, whom our custom-
ers could count on in 24 hours a day.
The philosophy of Europ Assistance with the
„You live We care” slogan already reflects
to our business approaches: to play a key
role in the life of our clients, to increase the
safety and wellbeing of our clients with our
professional assistance services worldwide.
In view of this the colleagues of us represent
the values of our company – the commitment
for our clients, teamwork, value creation, pio-
neering spirit and integrity – which appear also in the everyday work, in the treatment of
our clients and in their labour relations as well. Among others these have made it possible
for us to recieve the Business Superbrands Award in 2011, 2012 and 2015.
I hope that you could find your place at this community, where you will be an equal and im-
portant member of the team and you will be able to develop your knowledge and trustingly
turn to your leaders and mates with your problems.
I am thankful, that you have chosen the field of assistance, and you enhance with your
work the reputation of the company.

I wish you perseverance, good luck and any more joy for your work!

Kalmár László
General manager

V.

About us About us Organogram Policies

Since the establishment of Europ Assistance in France 1963, it is the world number

one reference datum level provider on the field of assistance (professional assistance)
services. We have 115 million clients worldwide who can count on our colleagues and
partners in any problematical cases. This is true on informational assistance as well as
any problems arising at home or during their travel.

Europ Assistance has been present in Hungary since 1997 and it guarantees assis-
tance services for its partners and clients on the Hungarian, Rumanian and Serbian
markets. As a regional headquarter Europ Assistance Hungary - thanks to its unique
international network - is able to help its clients in any kind of situation on the territory
of the surrounding countries and worldwide as well. Our world-network is the key of our
services , which contains our peerless provider pratners and our 40 specialised 7/24
working emergeny call centers which make available the immediate on-the-spot inter-
vention in 208 countries in 365 days a year.

al consciousness is our aim As a company providing professional Dresscode Groundplan Extensions
assistance services – on the fields of health,
automotive, travel, home & family – Europ Assi-
stance Hungary finds it prominently important to be
active in the area of social responsibility helping the needy.

The significant element of our strategy is our CSR programme,
as part of which we visited the playground of the Children Psychi-
atry department of Szent János Hospital, which had been renovated
by our colleagues in 2009, and this year, we gifted toys to the child-
ren, further on we executed the needed renovation processes – the
painting of garden tables and chairs, trimming of the hedge, painting
of the garden container. As part of our CSR programme we donated
10 computers to the children’s ward, without display, in order to help
the work of the doctors and nurses, as well as making the childca-

re more efficient.

Needless to say we would like to support the needy
through similar initiatives just like we help our clients

day by day with our assistance services that are
available all day and night.
Active soci
VI.

Our Values

About us Value Creation Pioneering Spirit

Commitment to our Customers

Szervezeti Team Play Integrity
fOrelgéapnítoégsram
Be Open Value Our People

Policies Deliver on the promise

Live the Community

Extensions Groundplan Dresscode You can find more information about our values here:
Platform Bilbe > HR Dokumentumok > Group Rules Hungary

VII.

About us Organogram Policies Dresscode Groundplan Extensions

About EA in Numbers
VIII.

Organisational structure

personal assistant
Bernadett Hiesz

Reception

Policies Organogram Finance department Sales and marketing department Operation platform
finance manager sales and marketing director operational manager
Extensions Groundplan Dresscode Janos Boros Gyula Hajdu
Ferenc Nagy
senior accountant key account managers
Barbara Bartfaine Amir Banyai assistant
Eszter Sara Pinter
Berek Mark Attila Kovacs account managers
accountants Szabolcs Szilagyi Csaba Bisztriczki
Tamas Csanyi sales manager
Gabriella Lazar Tunde Laszlo
Brigitta Szarvas Szilvia Bodri Gabor Timar
Szilvia Szeverenyi sales support supervisor
controller claims supervisor
Norbert Koos Balazs Fajd Agnes Daroczi
administrator sales controller
Adam Ignacz Andrea Keresztesi claim manager
accountant sales assistant supervisors
Kata Zelei Adam Nemeth Marton Mate
Roland Sovari
Eszter Petervari
consultant Janos Volter
(insurance expert)
travel claims expert
Ferenc Borokay Gabor Kapcsos
operators
black employees damage experts
red agency contracts Carmen Covaci
green students Timea Gyorgy
blue double functions
Nikolett Meszaros
Laszlo Szabad
Akos Stoll
min team
doctors

Marianna Hegyi dr.
doctors with agency

contract

IX.

general manager
Laszlo Kalmar

legal counsel quality assurance and process
dr. Gergely Jávorszki
Legal counsel assistant development manager
Balazs Kovacs
Szilard Varga
quality assurance associate
Andane Noemi Kelemen

Network HR department IT department
regional network and HR and Arwin Ltd.
commercial director IT manager
communication
0,5 Vuk Susic manager Balazs Nemeth

Network team (HU,RO) Marinetta Molnar Andras Szekely
service development manager CTO
HR assistant
Csaba Terenyi Sara Vogel IT secondline staff
Gergely Sarközi
network supervisors marketing assistant Mihaly Laskocicz
Peter Mecs Zsuzsanna Bognar
IT database admin
0,5 Claudia Bandi Generali Georgina Gyetvai
Serbian network supervisor payroll, wages
Gergely Nagy
Djordje Pesic AGC Grup
payroll, wages IT firstline staff
Tamas Felegyhazi
(Romania)
Alex Biro
BG Ekonomist Tamas Sari
payroll, wages

(Serbia)

Romanian Branch Serbian Branch
regional network and
commercial director

0,5 Vuk Susic

X.

Policies Policies

Extensions Groundplan Dresscode Hereby we would like to ask every dear colleague to make and
maintain a civilized workplace in compliance with the following

rules.

Thank you.

Regular rules

We greet our colleagues at their daily arrival and leave. At the office internal�-
ly we use informal language but in any conversation with guests we shall keep
it formal. Please be careful to behave and talk as it is expected at a workplace
in any field of your work. Keep in mind, that we all work on different schedule so
please do not disturb each other during our personal break times. We would like
to raise the awareness of the smoking colleagues, that smoking is only allowed at
the smoking area – ground floor, next to the building at the covered corner on the
right side of the entrance. Please do not stand at the entrance because it is going
to block the main way in-and out of the building for others.

Kitchen

Everyone shall clean up after their meals. It means that you should wash your
flatware or put them in the washing machine. These rules shall be applied with the
mugs and glasses as well. If you see the washing machine is full, please start the
program. If it is necessary, please wipe the table after your meal. Your food in the
fridge is your own responsibility so please throw it out if it gets deteriorated. If any
of our kitchen equipment have got destroyed, please clean up the remains to avoid
accidents.

XI.

Toilets

In the case of toilet usage please act in accordance with the general hygiene
rules. Use the toilets in the way that leave the opportunity for others to use them
comfortably later: if you notice, that the toilet paper or hand wiper cases are
empty, please refill them. You can find these materials at the reception. Hand
wipers after usage shall be trashed.

Working areas

Everyone is obliged to keep their own working area clean and well organised.
We clean the whole office every night, so in the daytime we just have to keep it
arranged. Be careful with coffee, refreshers and else, because these could stain
the carpet. If anything leave smudge on the carpet, please notify the reception.
To make things in order on your own desk is a top priority in this topic. We frequ-
ently welcome guests and partners and we would like to convey a good impres-
sion on them with pleasant surroundings.

Cleaning

The cleaners usually arrive between 14 p.m. and 19 p.m. They tidy up the kit-
chen and the toilets in the daytime and the working areas in the evening. They
collect the lonely dishes and empty the bins. The area is big and we have a lot of
colleagues. We would like to ask your helpfulness, since we all want to work in a
clean and pleasant environment on the next day. If there is any arising problem
(for example: your work is disturbed) please notify the reception about it to be
able to solve the problem as soon as possible.

XII.

Extensions Groundplan Dresscode Office Dresscode

Dear Colleague!

We would like to offer you some useful suggestions in connection with
dressing in office. With any related questions please contact the
HR Department.

Greetings,

Marinetta Molnár
HR and communication manager

It is important to keep in mind that this is an office and we are often visited by
partners, important clients and foreign colleagues whom we offer an office tour
with the back office and platform included. The impressions they get is an im-
portant matter. Of course it is not required to wear suits all the time but we still
should be comply with a few basic rules.

• Our appearance must be neat and ordered – that will make you feel better
as well!

• In the case of ladies, the skirt/trousers should not run higher than the
middle of their thighs.

• Please avoid the tightened and flaunty clothes.
• If your top is sleeveless it is deserving to cover your shoulders, chest
and back.
• Gentlemen, please neglect the usage of tightened T-shirts, vests, shorts
and sweat-pants.

• Everyone should keep their underwear covered and use their slippers
at home, or at the beach.

• Clothes or accessories with totalitarian, rancorous or racist symbols are abso-
lutely unallowable.

We keep in respect everyone’s own style, but we would like to ask you to dress
in accordance with the above mentioned criteria at work.

XIII.

Please avoid
these pieces.

XIV.

Extensions Groundplan

GroundplanDévai Center - 2nd Floor: Europ
Assistance Hungary Ltd.
Escape routesEscape Routes
XV.
Electronic switch-box You are standing here
Escape route First aid equipment
Emergency exit Fire extinguisher
Fire-alarm Fireplug

Extensions

General manager

Kalmár László 1402

Asistance of General manager Product development

Hiesz Bernadett 1400 Kovács Balázs 1470
1476
Sales and Marketing Kelemen Noémi
1471
Hajdú Gyula 1424 Ignácz Péter 1305
1464
Bányai Amir 1428 Mécs Péter
1477
Barabás Pál 1426 Terényi Csaba 1477

Bodri Szilvi 1430 Transferring place 1500
1500
Borókay Ferenc 1431 Legal Department
1300
Fajd Balázs 1432 Dr. Jávorszki Gergely 1303
1454
Keresztesi Andrea 1472 Varga Szilárd 1461
1467
Kovács Márk 1421 Reception 1130
1169
Németh Ádám 1435 Mikodi Alex 1131
1464
Sóvári Roland 1434 Szántó Erika 1074
1301
Szilágyi Szabolcs 1422 Operation 1466
1462
HR Nagy Feri 1302
1331
Molnár Marinetta 1481 Bisztriczki Csaba 1065

Vógel Sára 1482 Covaci Carmen

Bognár Zsuzsanna Daróczi Ágnes

Finance György Tímea

Boros János 1450 Kapcsos Gábor

Bártfainé Berek Barbara 1455 László Tünde

Csányi Tamás 1463 Máté Márton

Koós Norbert 1452 Mészáros Nikolett

Lázár Gabriella 1453 Pétervári Eszter

Szarvas Brigitta Pintér Eszti

Szeverényi Szilvia 1451 Stoll Ákos

IT Szabad László

Helpdesk 1444 Tímár Gábor

Gyetvai Gina 1446 Vinkovic Zita

Székely András 1332 Volter János Extensions

XVI.

Dear colleagues!
We hope that this handout was helpful to feel more comfortable at our company.
It is good to see you here, and we wish you common joyful working experiences and a very suc-

cessful term in office!
The team of Europ Assistance Hungary Ltd.

XVII.