Our service standards - Individual insurance
Equitable service standards as of July 21, 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 | 2 business days | 3 business days |
Time from Decision to Policy Issue - EZcomplete Application | 2 business days | 2 business days |
Time from Decision to Policy Issue - Paper Application | 2 business days | 2 business days |
Underwriting | ||
Time from date of last requirement to decision date (Underwriting) | 10 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 | 4 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 | 4 business days | 4 business days |
Average time to complete once all information received in good order | 2 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 | 5 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 | 5 business days | 4 business days |
Average time to complete once all information received in good order | 3 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 | 2 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 | 7 business days | 4 business days |
Average time to complete once all information received in good order | 25 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 | 6 business days | 10 business days |
Contracting and Payroll | ||
Advisor Contracting Requests - Set-ups/Changes/Sponsorships |
15 business days | 2 business days |
Advisor Contract Transfer | 13 business days | 2 business days |
Advisor Contracting Inquiries | 18 business days | 2 business days |
Advisor Information Updates | 11 business days | 2 business days |
Advisor Licensing | 1 business day | 2 business days |
Advisor of Record Changes incl Block Transfers | 8 business days | 2 business days |
Advisor Payroll Inquiries | 6 business days | 2 business days |
Advisor Payroll Updates | Same day | 2 business days |
Equinet Access Request | 12 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 | 5-10 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 | 1-2 business days | 2 business days |
Client Care Centre | ||
Call wait time | 90 seconds | 60 seconds |
Email response time | 2 business days | 2 business days |