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  1. Dynamic
  2. Update on our service levels during the COVID-19 pandemic

    Supporting your clients and their plan members is more important than ever during the ongoing COVID-19 pandemic

    So, we’re providing an update on our service levels.

    We acted quickly to ensure there were no disruptions in service – most of our staff were working remotely from home and fully functional within a few days. We’ve reallocated resources from functions where volumes are down, such as dental claims, to those experiencing higher volumes. We also created a separate queue for COVID-19-related STD claims.

    As a result, we’ve been able to maintain the industry-leading service levels you have come to expect from us, and our turnaround times continue to be well within our targets.

    Here’s a summary of what you and your clients can currently expect in terms of average turnaround times:

    Service category Average Turnaround Time
    (as of April 26th)
    Customer Care Centre wait times 89% of calls answered within 20 seconds
    Responses to emails to our Service Team Within 24 hours
    Health claims 2 days
    Dental claims 2 days
    Life claims 1 day
    STD claims 4 days
    LTD claims 4 days
    Plan member updates 2 days
    New customer implementations 16 days
    COVID-19-related plan amendments 4 days
    Other plan amendments 8 days
    Quotes 2 days ahead of deadline

    We will closely monitor the situation and continue to adapt to ensure we maintain our service levels. And we will do our best to resolve any service issues that arise as quickly as possible.

    Please feel free to contact your Group Account Executive or myFlex Sales Manager and let us know how we’re doing.

  3. [pdf] Pivotal Select Application - FHSA
  4. EZcomplete Online Application for non face-to-face meetings


    Practice self-distancing by conducting non face-to-face sales meetings and completing your applications online.

     
    Using our EZcomplete Online Application allows you to keep your distance while keeping your business moving forward.

    You can complete applications and obtain the necessary signatures remotely.

    Log in to EquiNet® and click on the EZcomplete Online Application link in the selection panel at the top of the page.

    The following resources are available on the EZComplete Online Application page on EquiNet.
    Quick Reference Guide for Life Insurance and Critical Illness
    Non face-to-face meetings – ID Verification Options
    Remote Signing Process
    EZcomplete tutorial (video)
    EZcomplete FAQ - Special COVID-19 Issue

    Read other important COVID-19 related news
     
    Questions? 
    Contact your Equitable Life Regional Sales Manager, or the Advisor Services Team (for life and critical illness insurance) at:
    Phone: 1.800.668.4095
    Email: western-service@equitable.ca             mailto:eastern-service@equitable.ca
                (BC, AB, SK, MB)                                 (ON, QC, NB, NS, PE, NF)
  5. Did you know that you can generate a report detailing all or some of your client’s investment policy
    This can be a great tool when meeting to review your client’s account.

    This easy to read PDF gives you and your client some, or all, of the pertinent policy information to discuss overall investment goals. The reporting tool also allows you to exclude any “Advisor only information” sections. With active links to fund pages, you can even review risk ratings, calendar and compound returns.

    Generate the report just prior to your meeting to ensure the most up-to-date information is available to your client. Located in the top right corner of your client’s policy page on EquiNet®, it also makes a great takeaway or follow up for your client before or after your meeting. 
  6. Going digital with Pivotal Select Fund Facts
    Did you know, with every new policy, your client should receive a copy of Equitable Life’s Pivotal Select™ Fund Facts (Form #1366)? Did you know you can send it electronically?
     
    Over the last year, more and more advisors are opting out of traditional paper. Instead, advisors are going digital. Here are the top three reasons why.
     
    1. Clients receive the information quickly and conveniently.
    2. Advisors are confident clients are receiving the most current version available.
    3. Advisors can easily adhere to regulations. When providing the client with a link to the electronic Contract and Information Folder (Form #1403), it is easy to also provide a link to the Pivotal Select Fund Facts.
     
    Make it easy and convenient by getting in the habit of going digital.
        
    Does your client prefer a PDF brochure with Fund Facts for all the available funds? Download your copy by logging on to EquiNet®. For more information contact your Regional Investment Sales Manager.

    ® and TM denote trademarks of The Equitable Life Insurance Company of Canada.
  7. Instructions
  8. Generating client policy information is easy with Equitable Did you know that Equitable® makes it easy to create a report with client policy information using Policy Inquiry? This tool makes a simple PDF that gives advisors and clients all the policy details they need to talk about investment goals.

    Key features of the Policy Inquiry tool:
    •  Exclude “Advisor Only Information” sections: Customize the report by leaving out sections meant only for advisors.
    •  Access active links to fund pages with risk ratings: Quickly go to fund pages and check risk ratings from the report.
    •  View calendar and compound returns: See a clear picture of a client's investment performance history with detailed return information.
    Generate the report just before meeting with a client to have the most current information. You can find this tool in the top right corner of the client’s policy page on EquiNet®. It is a great takeaway or follow-up item for client meetings.

    Clients can also access their policy information report anytime through Client Access®. Remind clients that they can view the report online as well.
    For more information please contact your Director, Investment Sales. 

    Date posted: June 17, 2025
     
  9. Elite Advisor Program

    At Equitable®, we believe that when we grow together, success is mutual. Our Elite Advisor Program recognizes our top investment advisors and provides unique benefits to support your business.

    This year, we have enhanced our Program to offer more valuable resources and opportunities to help you thrive.

    • Marketing and event support, and
    • invitations to our Business/Advisor Practice Support conferences for Platinum and Diamond production levels.




    While maintaining great benefits like:
    • Increased bonus rate on our Step Up Your Wealth Sales Program for Elite Advisor re-qualifiers1.
    • Enhanced services including access to a priority phone line and a dedicated inside sale representative.

    You can check out all the details here.

    If you have any questions, you can reach your Director, Investment Sales.

     
    1Elite Advisor re-qualifiers are advisors who attained Elite Advisor status in2024 and 2025.
    Equitable reserves the right to end or alter the Elite Advisor Program and/or the Step Up Your Wealth sales campaign at any time and without notice.
    ® or TM denotes a trademark of The Equitable Life Insurance Company of Canada
  10. Critical Illness Path to Success Program Instructions