May 2026 eNews

In this issue:

• Save the date: Group benefits advisor roadshow is returning to a city near you

• One-time passcodes will be added to our login experience this week*

• Delisted service providers: What clients need to know*

• Keeping plan member information up to date*

   

*Indicates content we will share with your clients.
 

Save the date: Group benefits advisor roadshow is returning to a city near you

 

Mark your calendars—our annual group benefits advisor roadshow will be travelling across Canada this fall.

 

Watch your inbox for an invitation with more details soon. In the meantime, here’s our full list of event dates and cities.

 

• Monday,  Sept. 28 – Vancouver, BC

• Tuesday, Sept. 29 – Edmonton, AB

• Wednesday, Sept. 30 – Calgary, AB

• Thursday, Oct. 1 – Saskatoon, SK

• Friday, Oct. 2 – Winnipeg, MB

• Tuesday, Oct. 6 – Halifax, NS

• Wednesday, Oct. 7 – Ottawa, ON

• Thursday,  Oct. 8 – Markham, ON

• Tuesday,  Oct. 20 – London, ON

• Wednesday, Oct. 21 – Kitchener, ON

• Thursday, Oct. 22 – Oakville, ON

 

One-time passcodes will be added to our login experience this week

Starting next week, anyone who logs in to EquitableHealth.ca^® or the Equitable EZClaim^® mobile app with an email address and password may also need to enter a one-time passcode to access their account. The one-time passcode will be provided by email.

 

Adding this form of multi-factor authentication (MFA) to our login process will further enhance our digital security and help safeguard your account and our clients’ personal data.

 

Don’t forget—you can create a passkey instead.

 

Passkeys are another form of MFA. They provide a quick, easy and secure way to access your account, using either biometrics—your face or fingerprint—or a PIN authenticator to confirm your identity.

 

Anyone who uses a passkey to log in to their account will never be required to enter a one-time passcode.

 

In case you get questions…

 

If a client asks you about these changes to our login process, consider sharing this fact sheet with them. The fact sheet highlights the value of adding MFA to the login process and describes the differences between logging in with a one-time passcode versus a passkey.

 

More information about one-time passcodes and passkeys is included at equitable.ca/effortless. There, you’ll also find short videos that show how easy it is to create a passkey on your mobile device and computer.

 

Please reach out to your Group Account Executive if you have any questions.

If you use the same email address to log in to your accounts on EquitableHealth.ca, EquiNet^® and Equitable Client Access^®, you can use the same passkey. Equitable Client Access is our secure site for Individual Insurance and Individual Wealth clients.

 

Delisted service providers: What clients need to know

 

Protecting clients’ group benefits plans is our priority. That’s why we regularly assess healthcare service providers, clinics, facilities and medical suppliers in our network. These reviews help ensure the claims plan members submit meet eligibility requirements.

 

If our review indicates a provider is not meeting those requirements, we may delist them.  

 

Common reasons we delist providers include:

• Billing for services that weren’t provided or aren’t medically required

• Changing information about treatments provided (e.g., service dates or patient names)

• Incomplete records or treatment notes

• Lack of cooperation with an audit

• Suspension of the provider by their licensing college or association

• Criminal convictions

   

What clients need to know

 

If a provider is delisted, we will not accept or process claims for services or supplies they provide. However, plan members can still choose to use delisted providers at their own expense.
 

We provide clients instructions on where to find our current list of delisted providers in each Plan Administrator eNews announcement. We also encourage them to share the list with their plan members.
 

Whenever we delist a provider, we try to contact plan members, who have recently submitted claims for their services, to inform them of the change and help prevent future claim submissions. However, plan members are responsible for checking our list of delisted providers before purchasing any product or service to avoid having to pay at their expense. The list is available on EquitableHealth.ca.
 

If you have questions about our list of delisted service providers or our process of reviewing providers, please contact your Group Account Executive.
 

Keeping plan member information up to date

 

Keeping plan member information current helps ensure accurate benefits coverage and premium calculations.

 

When a plan member’s earnings or occupation changes, the plan administrator must update this information as soon as possible. Updates made before a benefits plan renewal helps ensure renewals are based on current data.

 

If a plan includes short-term disability (STD) or long-term disability (LTD) benefits, outdated earning information can affect disability claim payments for plan members.
 

We send an annual reminder to plan administrators before renewal. The email includes step-by-step instructions on how to review and update plan members’ earnings and occupation information.

 

Three ways to update earnings and occupation information

 

Plan administrators can review and update plan members’ information by either:

1. Making updates directly through the plan administrator site (update access required),

2. Generating an earnings and occupations worksheet through the plan administrator site (online reporting access required), or

3. Requesting a worksheet by emailing groupbenefitsadmin@equitable.ca.

    

The worksheet includes instructions on how to submit completed updates to us. If you have any questions, please contact your Client Relationship Specialist or email groupbenefitsadmin@equitable.ca.