INDUSTRIAL ATTACHMENT REPORT

A Case Study of Pioneer Insurance Company Limited

By

Carolyne Achieng Ojuok

ADM No: KIM/461033/24

Nairobi Branch

A report submitted in partial fulfillment of the requirement for the award in Diploma in
Management (Human Resource Management) submitted to the Kenya Institute of Management.

September 2025

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DECLARATION

I, Carolyne Achieng Ojuok, hereby declare that this Industrial Attachment Report is my original
work and has not been submitted, either wholly or in part, to any other institution for academic
purposes. All sources of information have been duly acknowledged.

Student’s Name: Carolyne Achieng Ojuok

Admission Number: KIM/461033/24

Signature: _____________________

Date: _____________________

Supervisor’s Declaration (Institutional Supervisor)

This Industrial Attachment Report has been submitted for examination with my approval as the
appointed supervisor.

Name: Mr. Paul Muchire

Signature: _____________________

Date: _____________________

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Workplace Supervisor’s Declaration

This is to confirm that the student named above successfully carried out her industrial attachment
at Pioneer Insurance Company Limited under my supervision.

Name: Ms. Wendy Aketch

Position: HR/ ADMIN Officer

Signature: _____________________

Date: _____________________

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ACKNOWLEDGMENT

I thank the Almighty God for granting me good health, wisdom, and strength throughout my
attachment.

Special thanks to my institutional supervisor, Mr. Paul Muchire, for his guidance and
encouragement. I also appreciate my work supervisor, Ms. Wendy Aketch, who patiently signed
my logbook and mentored me throughout my stay at Pioneer Insurance Company Limited.

My gratitude also goes to the Human Resource Department team of 12 employees, who
welcomed me warmly and provided hands-on learning experiences.

Lastly, I sincerely thank my family, classmates, and friends for their encouragement and support
during my attachment journey.

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DEDICATION

I dedicate this report to my beloved family for their unwavering love, encouragement, and
support throughout my academic journey.

Special appreciation goes to my dear sister, Linet Orogo, whose encouragement and belief in me
have been a constant source of motivation.

I also extend my gratitude to my lecturers and colleagues at the Kenya Institute of Management
for their guidance and inspiration.

Above all, I dedicate this work to the Almighty God, whose grace and strength have enabled me
to successfully complete my attachment.

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Table of Contents

Contents

DECLARATION.........................................................................................................................................ii

Workplace Supervisor’s Declaration..........................................................................................................iii

ACKNOWLEDGMENT.............................................................................................................................iv

DEDICATION............................................................................................................................................v

Executive Summary..................................................................................................................................viii

SECTION 1: INTRODUCTION.................................................................................................................1

1.1 General Description of the Organization...............................................................................................1

1.2 Geographical Location..........................................................................................................................1

1.3 Historical Background...........................................................................................................................2

1.4 Vision, Mission, and Core Values.........................................................................................................2

1.5 Organizational Structure........................................................................................................................2

1.6 Placement Department (Human Resource Department)........................................................................4

SECTION 2: ATTACHMENT EXPERIENCES.........................................................................................5

2.1 General Activities Undertaken...............................................................................................................5

2.2 Specific Activities Undertaken..............................................................................................................5

2.5 Observations and Critique.....................................................................................................................7

2.6 Strategy for Utilization of Contacts Established During Attachment.....................................................8

SECTION 3: SUMMARY, CONCLUSION AND RECOMMENDATIONS.............................................9

3.1 Summary...............................................................................................................................................9

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3.2 Conclusion.............................................................................................................................................9

3.3 Recommendations...............................................................................................................................10

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Executive Summary

This report presents the findings and experiences gained during my industrial attachment at
Pioneer Insurance Company Limited. The attachment was carried out at both the Head Office
and Nairobi Branch within the Human Resource Department. The main objective was to bridge
the gap between classroom knowledge and practical organizational experience.

Pioneer Insurance Company Limited is one of Kenya’s leading insurance providers, with over
196 employees and a strong presence across the country. The Human Resource Department,
where I was attached, comprises 12 staff members and plays a central role in ensuring effective
employee management, organizational culture, and policy implementation.

During the attachment, I was exposed to various aspects of Human Resource Management,
including employment contracts, types of leave and entitlements, training and development,
organizational culture, performance management, and employee relations. I also gained practical
knowledge on file management, front office operations, and branch activities, which broadened
my understanding of HR functions within the insurance sector.

Key insights gained include the importance of aligning HR practices with organizational goals,
effective communication between management and staff, the role of performance improvement
plans (PIP) in enhancing productivity, and the value of maintaining positive employee relations.

Overall, the attachment provided me with practical exposure to real workplace challenges and
opportunities, complementing my academic learning in Human Resource Management. The
experience strengthened my professional skills and prepared me for future roles in HR practice.

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SECTION 1: INTRODUCTION
1.1 General Description of the Organization

Pioneer Insurance Company Limited is a leading insurance provider in Kenya, offering a wide
range of life and general insurance products to both individuals and businesses. The company
was established in 1930 and has over the years built a reputation as a trusted and reliable
financial partner.

On 1st January 2002, Pioneer Assurance Company Limited acquired the closed life funds of
Occidental Insurance Company Limited and Fidelity Shield Insurance Company Limited, further
strengthening its market presence. In 2015, Pioneer General Insurance Limited was incorporated
and licensed by the Insurance Regulatory Authority (IRA) to underwrite all classes of general
insurance in Kenya.

The company has 18 sales offices across the country, supported by over 700 independent sales
representatives. Its head office is located at Pioneer House along Moi Avenue, Nairobi, Kenya.
Pioneer Insurance has grown steadily, and as of 2016, the company’s annual premium turnover
was in excess of Kshs. 5.2 billion, placing it among the top ten life underwriters in Kenya.

Currently, the company employs approximately 196 staff members, with 12 working within the
Human Resource Department.

1.2 Geographical Location

The company’s head office is situated at Pioneer House, Moi Avenue, Nairobi. In addition,
Pioneer Insurance has established 18 branch offices strategically located across major towns in
Kenya to ensure accessibility of services to clients countrywide.

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1.3 Historical Background

Over its decades of existence, Pioneer Insurance has remained committed to providing financial
security and peace of mind to Kenyans despite economic challenges. Its growth has been
anchored on strong customer service, robust ICT systems, and support from well-rated
reinsurance companies such as African Reinsurance Corporation, PTA (Zep) Reinsurance
Company, Kenya Reinsurance Corporation Ltd, and East Africa Reinsurance Company Ltd.

1.4 Vision, Mission, and Core Values

Vision:

Protect, Build and Restore Wealth

Mission:

To consistently deliver value to all stakeholders through innovative insurance and financial
services

Core Values:

Integrity, Innovation, Customer-Centricity, Teamwork

Purpose Statement: Your Future, Our Commitment

Rallying Call: We are the Pioneers

1.5 Organizational Structure

Pioneer Insurance has a formal organizational structure that ensures efficiency and accountability
in operations. The structure is hierarchical, with the Board of Directors at the top, followed by
the Chief Executive Officer (CEO), then senior managers heading various departments such as
Human Resource, Finance, Underwriting, Claims, Marketing, ICT, and Customer Service.

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Below the managers are departmental supervisors, team leaders, and officers who execute day-
to-day operations. This structure promotes effective communication, decision-making, and
performance management across the organization.

ORGANIZATION STRUCTURE DIAGRAM

C.E.O

BOARD MEMBERS

DIRECTORS

FINANCE HUMAN ICT PROCUREMEN

DEPARTMENT RESOURCE DEPARTMENT TDEPARTMEN
DEPARTMENT T

SALES CUSTOMER
CASHIERS
SERVICE
DEPARTMENT

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1.6 Placement Department (Human Resource Department)

During my attachment, I was placed in the Human Resource Department, which has a staff of 12.
The department is responsible for managing the employee life cycle, including recruitment and
selection, performance management, employee relations, training and development, payroll
administration, and welfare management.

The HR Department also ensures compliance with labor laws, manages employee grievances,
coordinates performance improvement plans (PIPs), and fosters a positive organizational culture
that supports both employees and management.

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SECTION 2: ATTACHMENT EXPERIENCES
2.1 General Activities Undertaken

During my attachment at Pioneer Insurance Company Limited, I was exposed to various

activities both at the Head Office (HR Department) and at the Nairobi Branch. These activities
allowed me to integrate classroom knowledge with practical experiences in the workplace. The
general activities included:

Assisting in front office operations such as welcoming clients and directing them to the relevant
offices.

Supporting file arrangement, updating employee records, and maintaining proper documentation.

Participating in meetings, departmental briefings, and observing organizational culture.

Assisting in the processing of staff leave applications and updating leave records.

Supporting training and development coordination by preparing training schedules and recording
participant details.

Engaging in employee relations activities such as grievance handling support and welfare
administration.

Observing performance appraisal processes and learning how Performance Improvement Plans
(PIPs) are implemented.

2.2 Specific Activities Undertaken

Some of the specific tasks I personally handled included:

1. Employee File Management – Sorting, arranging, and labeling employee files for easy
retrieval.

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2. Leave Management – Recording leave days, assisting in updating leave balances, and ensuring
compliance with organizational leave policies.

3. Front Office Duties – Attending to client inquiries, directing visitors, and handling phone calls
when required.

4. Data Entry – Updating HR databases with employee details and contract information.

5. Training and Development Support – Assisting in preparing training attendance lists, issuing
training evaluation forms, and recording feedback.

6. Performance Management Support – Observing appraisal discussions, helping circulate

appraisal forms, and filing completed reviews.

7. Employee Relations – Supporting grievance handling by documenting issues raised and

observing how managers mediate disputes.

2.3 Analysis of Learned Knowledge and Applied Skills

Through these experiences, I was able to apply theoretical knowledge gained in class, such as:

Human Resource Practices: Understanding HR policies on recruitment, contracts, and employee

welfare.

Employment Laws: Exposure to different types of employment contracts and labor regulations
governing leave, overtime, and employee rights.

Training and Development: Practical knowledge of how organizations plan, implement, and
evaluate training programs.

Performance Management: Understanding of appraisal systems, KPIs, and how PIPs are
structured to improve employee performance.

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Organizational Behavior: First-hand observation of organizational culture, teamwork, and
employee motivation strategies.

2.4 Profile of Skills and Competencies Gained

During the attachment, I developed the following skills and competencies:

Communication Skills: Improved interpersonal skills by interacting with employees, managers,

and clients.

Record-Keeping Skills: Accuracy in maintaining confidential HR files and databases.

Teamwork: Ability to work collaboratively with HR colleagues and branch staff.

Problem-Solving Skills: Exposure to employee grievances and understanding strategies used in

conflict resolution.

Time Management: Balancing multiple tasks such as filing, data entry, and assisting with
training coordination.

Professional Ethics: Handling confidential information with integrity and respecting

organizational policies.

2.5 Observations and Critique

While the attachment experience was very beneficial, I also noted some areas of concern:

Strengths Observed:

Strong organizational culture built on teamwork and integrity.

Effective training programs to upskill employees.

Proper performance management systems in place.

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The HR department is sometimes understaffed compared to workload (12 staff managing 196
employees).

Manual filing systems still consume time despite availability of ICT systems.

Some employees expressed dissatisfaction with workload distribution and communication gaps.

2.6 Strategy for Utilization of Contacts Established During Attachment

The contacts I established during my attachment, including HR officers, trainers, and

supervisors, will be valuable for my career development. These contacts can provide:

Professional Mentorship: Guidance on career progression in the HR field.

Networking Opportunities: Recommendations for future employment opportunities.

Reference Support: Serving as referees when applying for jobs or further studies.

Learning Resources: Continued advice on HR trends and best practices.

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SECTION 3: SUMMARY, CONCLUSION AND RECOMMENDATIONS
3.1 Summary

My industrial attachment at Pioneer Insurance Company Limited provided valuable exposure to

the practical operations of a Human Resource Department. I was involved in general and specific
activities such as employee file management, leave administration, training coordination, front
office duties, and observing performance management processes including Performance
Improvement Plans (PIPs).

The experience enabled me to apply classroom knowledge on HRM concepts such as contracts
of employment, types of leave, organizational culture, training and development, performance
management, and employee relations. In addition, I gained essential soft skills including
communication, time management, teamwork, and problem-solving.

I also observed the strengths of the organization, including a strong culture built on integrity and
teamwork, effective training programs, and robust performance management systems. However,
challenges such as workload pressure on the HR department, reliance on manual filing systems,
and occasional communication gaps were noted.

3.2 Conclusion

The attachment was an eye–opening experience that bridged the gap between theory and
practice. It provided me with a clear understanding of how HR functions contribute to
organizational success. Pioneer Insurance demonstrated a commitment to employee development
and performance management, which are critical for sustaining productivity and competitiveness
in the insurance sector.

For me as a student, the experience enhanced my confidence, equipped me with practical HR

competencies, and provided professional networks that will be instrumental in my career.

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Overall, the attachment met its objectives by preparing me for the professional world of Human
Resource Management.

3.3 Recommendations

To the Organization (Pioneer Insurance Company Limited):

1. Consider digitizing and automating HR records to reduce reliance on manual filing systems
and improve efficiency.

2. Recruit or reassign additional HR staff to reduce workload pressure on the current team of 12
serving 196 employees.

3. Enhance internal communication channels to reduce occasional information gaps between

management and staff.

4. Continue investing in training and development to build staff capacity and sustain motivation.

5. Strengthen employee welfare and recognition programs to improve job satisfaction and
retention.

To the Student (Self):

1. Continue building on the HR knowledge and skills gained during the attachment.

2. Maintain professional networks established at Pioneer for mentorship and career opportunities.

3. Pursue further learning opportunities such as professional HR certifications.

4. Improve ICT proficiency to complement HR work in digital environments.

5. Apply the lessons learned in future employment or entrepreneurial ventures within the HR
field.

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