Our service standards - Individual insurance
Equitable service standards as of June 15, 2026
| Service | Current Service Standard |
| New Business | |
| EZcomplete Application Received to Entry | Same day |
| Paper Application Received to Entry | 2 business days |
| Inquiry Responses | 3 business days |
| Time from Decision to Policy Issue - EZcomplete Application | 3 business days |
| Time from Decision to Policy Issue - Paper Application | 3 business days |
| Underwriting | |
| Face amounts up to $4,999,999 and premiums up to $24,999 Time to review new evidence |
Oldest date: 20 business days 93% within 10 business day |
| Face amounts $5,000,000 and premiums $25,000 and above Time to review new evidence *Large cases take additional time as cases can require review by reinsurers, medical doctors, pricing, and/or senior leadership |
Oldest date: 22 business days 85% within 10 business day |
| Reopen Requests *An application, less than 12 months old, that has been approved in underwriting but closed prior to settlement. |
Oldest date: 23 business days |
| Reconsideration Requests *Applications less than 12 months old where the underwriting decision was postponed, and where the Underwriter indicated reconsideration would be available if specific conditions were met. |
Oldest date: 15 business days |
| Inforce Business Policy Updates (assignments, bankruptcies, policy values, subcopy contracts ) |
|
| Time to complete once all infomation is received in good order | 4 business days |
| Name, Beneficiary, Ownership Changes | |
| Time to complete once all infomation is received in good order | 4 business days |
| Loans/Withdrawals | |
| Time to complete once all infomation is received in good order | 13 business days |
| Banking Requests/Changes | |
| Time to complete once all infomation is received in good order | 11 business days |
| Policy Terminations/Internal Replacements | |
| Time to complete once all infomation is received in good order | 13 business days |
| Policy Reinstatements | |
| Time to complete once all infomation is received in good order | 5 business days |
| Inforce Illustration / Quotes | |
| Time to complete once all infomation is received in good order | 6 business days |
| Complex Policy Changes & Inquiries (decreases, deletions, SPO's, GIO's, exchanges, commissions) | |
| Time to complete once all infomation is received in good order | 12 business days |
| Term Conversions | |
| Time to complete once all infomation is received in good order | 8 business days |
| Contracting and Payroll | |
| Advisor Contracting Requests - Set-ups/Changes/Sponsorships |
28 business days |
| Advisor Contract Transfer | 10 business days |
| Advisor Contracting Inquiries | 34 business days |
| Advisor Information Updates | 15 business days |
| Advisor Licensing | 9 business days |
| Advisor of Record Changes incl Block Transfers | 30 business days |
| Advisor Payroll Inquiries | 17 business days |
| Advisor Payroll Updates | 2 business day |
| Equinet Access Request | 36 business days |
| Claims | |
| Dedicated contact reaches out to Claimant and/or Advisor after claim notification | 2 business days |
| Average number of days for Initial Review of claim by adjudicator | 5 business days |
| Average number of days from last requirement received to decision | 5 business days |
| Average number of days for Inquiries | 1-2 business days |
| Client Care Centre | |
| Call wait time | 1m 26s |
| Email response time | 1 business days |
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