Our service standards - Individual insurance
Equitable service standards as of August 5, 2025
| Service | Current Service Standard | Posted Service Standard |
| New Business | ||
| EZcomplete Application Received to Entry | Same day | 2 business days |
| Paper Application Received to Entry | 2 business days | 3 business days |
| Inquiry Responses | 3 business days | 3 business days |
| Time from Decision to Policy Issue - EZcomplete Application | 3 business days | 2 business days |
| Time from Decision to Policy Issue - Paper Application | 3 business days | 2 business days |
| Underwriting | ||
| Time from date of last requirement to decision date (Underwriting) | 11 business days | 2 business days |
| Inforce Business Policy Updates (assignments, bankruptcies, policy values, subcopy contracts ) |
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| First Review: expected follow up time if additional information is required or time to complete if in good order on first review | 2 business days | 4 business days |
| Average time to complete once all information received in good order | 1 business day | 5 business days |
| Name, Beneficiary, Ownership Changes | ||
| First Review: expected follow up time if additional information is required or time to complete if in good order on first review | 2 business days | 4 business days |
| Average time to complete once all information received in good order | 1 business day | 5 business days |
| Loans/Withdrawals | ||
| First Review: expected follow up time if additional information is required or time to complete if in good order on first review | 5 business days | 4 business days |
| Average time to complete once all information received in good order | 3 business days | 5 business days |
| Banking Requests/Changes | ||
| First Review: expected follow up time if additional information is required or time to complete if in good order on first review | 6 business days | 3 business days |
| Average time to complete once all information received in good order | 2 business days | 5 business days |
| Policy Terminations/Internal Replacements | ||
| First Review: expected follow up time if additional information is required or time to complete if in good order on first review | 8 business days | 4 business days |
| Average time to complete once all information received in good order | 2 business days | 5 business days |
| Policy Reinstatements | ||
| First Review: expected follow up time if additional information is required or time to complete if in good order on first review | 2 business days | 4 business days |
| Average time to complete once all information received in good order | 1 business day | 5 business days |
| Inforce Illustration / Quotes | ||
| First Review: expected follow up time if additional information is required or time to complete if in good order on first review | 3 business days | 4 business days |
| Average time to complete once all information received in good order | 3 business days | 5 business days |
| Complex Policy Changes & Inquiries (decreases, deletions, SPO's, GIO's, exchanges, commissions) | ||
| First Review: expected follow up time if additional information is required or time to complete if in good order on first review | 11 business days | 4 business days |
| Average time to complete once all information received in good order | 27 business days | 10 business days |
| Term Conversions | ||
| First Review: expected follow up time if additional information is required or time to complete if in good order on first review | 1 business day | 2 business days |
| Average time to complete once all information received in good order | 7 business days | 10 business days |
| Contracting and Payroll | ||
| Advisor Contracting Requests - Set-ups/Changes/Sponsorships |
15 business days | 2 business days |
| Advisor Contract Transfer | 12 business days | 2 business days |
| Advisor Contracting Inquiries | 18 business days | 2 business days |
| Advisor Information Updates | 9 business days | 2 business days |
| Advisor Licensing | 1 business day | 2 business days |
| Advisor of Record Changes incl Block Transfers | 9 business days | 2 business days |
| Advisor Payroll Inquiries | 5 business days | 2 business days |
| Advisor Payroll Updates | 1 business day | 2 business days |
| Equinet Access Request | 4 business days | 2 business days |
| Claims | ||
| Dedicated contact reaches out to Claimant and/or Advisor after claim notification | 2 business days | 2 business days |
| Average number of days for Initial Review of claim by adjudicator | 15 business days | 5 business days |
| Average number of days from last requirement received to decision | 5-10 business days | 5-10 business days |
| Average number of days for Inquiries | 2-3 business days | 2 business days |
| Client Care Centre | ||
| Call wait time | 2 minutes 4 seconds | 60 seconds |
| Email response time | 6 business days | 2 business days |