At Amica, having the right talent provides customers peace of mind

PROBLEM-SOLVING: Amica Mutual Insurance Co. employees, from left, Kimberly Meriweather, Keila Bianco and Esther Garcia work together at a computer station at the company’s Lincoln office.
COURTESY AMICA MUTUAL INSURANCE CO.
PROBLEM-SOLVING: Amica Mutual Insurance Co. employees, from left, Kimberly Meriweather, Keila Bianco and Esther Garcia work together at a computer station at the company’s Lincoln office.
COURTESY AMICA MUTUAL INSURANCE CO.

PBN DIVERSITY & INCLUSIONS 2020 AWARDS
Insurance/Financial Services: Amica Mutual Insurance Co.


FOR AMICA MUTUAL INSURANCE CO., a commitment to diversity and inclusion is not only the right thing to do, but it is also a key part of the Lincoln-based company’s identity.

“We consider diversity and inclusion to be ingrained in our corporate culture,” said Jill Andy, Amica’s senior vice president for human resources. “It’s not just about checking a box or doing something because you ‘have to.’ You have to deeply believe in it and make it part of everything you do.”

Ramona Royal, Amica’s talent acquisition and diversity officer, said diversity and inclusion directly relate to the company’s mission, which is to provide peace of mind for its customers while building enduring relationships.

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Having employees who can reflect Amica’s customer base, and the communities they live and work in, is important, Royal said. But she said the values are important not just for customer service but for all of Amica’s 3,800 employees.

A more diverse company, Royal said, tends to be a more innovative company, and innovation is vital in a dynamic business environment.

“Amica aligns its diversity-and-inclusion strategy with its overall business objectives,” Andy said. “Metrics are important in measuring our success, but diversity and inclusion aren’t just quantitative. There is also a qualitative piece where we want employees to know they work for a company that accepts and respects them for who they are.”

Amica also looks at the companies it does business with. There is a supplier diversity program to incorporate companies owned by minorities, women, gay and lesbian people, and disabled veterans into Amica’s competitive bidding processes whenever possible.

Royal said hiring is a key element in creating and maintaining a diverse workforce. The first step toward that, she said, is to have a wide pool of candidates by reaching out to them at colleges and career fairs.

Amica started reshaping its talent pipeline in 2010, and the number of employees from underrepresented populations has increased every year since 2012. Amica has trained hiring managers on interviewing techniques and introduced digital interviews even before the COVID-19 pandemic to allow more candidates to apply for jobs in person.

Royal said a commitment to inclusion has to be authentic. “People talk to each other,” she said. “The people who are applying to you need to feel comfortable.”

Amica takes pride in the longevity of its employees, with an average tenure of more than 10 years.

The grow-from-within philosophy means a continual process of training and mentoring, including quarterly training on diversity and inclusion. Topics have included gender diversity, world beliefs, exploring perceptions, being an ally, working across cultures and building resilience.

Royal said some of the training examines the “filters” people might bring to work with them.

“We naturally see the world based on our lived experience,” she said. “Sometimes we forget how these lived experiences influence the way we see things and interact with people.”

Royal is impressed with a learning-management system at Amica that uses videos, which she called a very engaging combination of sound and visuals. “They’re not flat, they’re very dynamic,” Royal said. “It’s a hallmark of how we drive this forward.”

Amica does not limit its efforts to formal training sessions. There are also articles in the company’s internal media, Amica News; presentations in the amphitheater; summer luncheons that explore the food of other cultures; and posters around the offices.

The COVID-19 pandemic may have complicated things but it has not changed the company’s values, Royal said. Amica has continued to hire even during the pandemic. Many of the new hires start working from home and then transition into Amica offices when possible. The company has also created training programs to explain the culture of Amica for the newcomers who are unable to experience it in person.

“We’ve changed the mediums in which we operate but not how we operate,” Royal said. “We just don’t have the ability to meet face to face as much as we’d like. We still have Zoom, and we still send out training materials to our employees. We haven’t left anything on the back burner.”

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