Equitable service standards as of May 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 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 business days 2 business days
Underwriting
   
Time from date of requirement to decision date (Underwriting) 8 business days 2 business days
Inforce business
   
Policy Updates (assignments, bankruptcies, policy values, subcopy contracts) business day 4 business days
Name and Beneficiary Changes business days 4 business days
Ownership Changes  business days 4 business days
Reallocation of Funds business day 2 business days
Loans/Withdrawals business days 4 business days
Banking Requests/Changes 4 business days 3 business days
Policy Terminations/Internal Replacements 4 business days 4 business days
Policy Reinstatements 1 business day 4 business days
Inforce Illustration Quotes business days 4 business days
Policy Changes 9 business days 4 business days
Conversions 4 business days 2 business days
Change Inquiries business days 2 business days
Policy Changes (approved by Underwriting) 1 business day 3 business days
Contracting and Payroll
   
Advisor Contracting Requests - Set-ups/Changes/Sponsorships business days 2 business days
Advisor Contract Transfer 7 business days 2 business days
Advisor Contracting Inquiries 9 business days 2 business days
Advisor Information Updates 6 business days 2 business days
Advisor Licensing Same day 2 business days
Advisor of Record Changes including Block Transfers 8 business days 2 business days
Advisor Payroll Inquiries 7 business days 2 business days
Advisor Payroll Updates Same day 2 business days
Equinet Access Request 7 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 business days 5 business days
Average number of days from last requirement received to decision 8 business days 5-10 business days
Average number of days for Inquiries 5 business days 2 business days
Customer service
   
Call wait time 1m 50s 60 seconds
Email response time 2 business days 2 business days