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Update on our service levels during the COVID-19 pandemic

Supporting your clients and their plan members is more important than ever during the ongoing COVID-19 pandemic

So, we’re providing an update on our service levels.

We acted quickly to ensure there were no disruptions in service – most of our staff were working remotely from home and fully functional within a few days. We’ve reallocated resources from functions where volumes are down, such as dental claims, to those experiencing higher volumes. We also created a separate queue for COVID-19-related STD claims.

As a result, we’ve been able to maintain the industry-leading service levels you have come to expect from us, and our turnaround times continue to be well within our targets.

Here’s a summary of what you and your clients can currently expect in terms of average turnaround times:

Service category	Average Turnaround Time (as of April 26^th)
Customer Care Centre wait times	89% of calls answered within 20 seconds
Responses to emails to our Service Team	Within 24 hours
Health claims	2 days
Dental claims	2 days
Life claims	1 day
STD claims	4 days
LTD claims	4 days
Plan member updates	2 days
New customer implementations	16 days
COVID-19-related plan amendments	4 days
Other plan amendments	8 days
Quotes	2 days ahead of deadline

We will closely monitor the situation and continue to adapt to ensure we maintain our service levels. And we will do our best to resolve any service issues that arise as quickly as possible.

Please feel free to contact your Group Account Executive or myFlex Sales Manager and let us know how we’re doing.

5 topics to discuss with large case clients Are you working with high-net-worth business owner clients? It’s important to ask the right questions to get them interested in learning how corporate-owned life insurance might benefit their situation.

Here are a few suggestions from our large case team:
1. Capital Dividend Account: Are you taking full advantage of your company’s Capital Dividend Account for your family?
2. Cash flow and surplus: Do you have surplus cash or cash flow in your corporation? Why is it there? If it is for tax deferral, would you like to make some or all of that deferral permanent?
3. Legacy: What do you want to happen to your business when you’re no longer there? How much of what you have built do you want to preserve for your family? How much will be preserved?
4. Shareholder’s agreement: Do you have a shareholder’s agreement? How is it funded? Does it deal with triggering events like death, disability, and retirement?
5. Worse-case scenarios: If you were not able to show up at your business for 3 months, and no one expected it, what would happen? What would creditors, customers, suppliers, and employees do?

Visit our large case webpage and watch Ask our Experts to learn more about the importance of careful planning when it comes to corporate policy ownership.
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An Exciting Fund Lineup Offered with Equitable Generations Equitable Generations™ is a Universal Life product that offers investment options that resonate with today’s 21^st century client while reducing every fee possible. It also reduces the cost of insurance to help clients maximize their opportunity to purchase coverage and build tax-advantaged wealth.

Fund Features of Equitable Generations:

● 34 fund options, including 18 new investment options, tracking funds managed by Fidelity™, Dynamic™, Invesco™ and more.
● 3 sustainable investment “ESG” (Environmental, Social & Governance) options – because today’s buyer cares as much about impact as they do about returns.
● Target date funds that auto-rebalance over time so that as a client approaches retirement, the fund adjusts its risk automatically.

Learn more about our new funds:

● American Equity Index (ESG)
● Canadian Equity Index (ESG)
● Special Situations fund (Fidelity)
● Sustainable Equity, Balanced, and Bond Funds (Fidelity)
● Target Date funds (Fidelity)
● Details on funds available
● Get all your ESG questions answered with Margaret Dorn, S&P
Universal Life Savings and Investment Options Updates
The fund pages for our Universal Life products have been updated.

Full details on the Equitable Generations™ funds available, visit Equitable Generations Savings and Investment Options (2055 pdf).

Full details on the Equation Generation^® IV funds available, visit Universal Life Savings and Investment Options (1193 pdf).

We launched our Universal Life product update in September 2022, when an exciting new fund lineup became available.

Learn more about the funds:
_{^® and ™ denote trademarks of The Equitable Life Insurance Company of Canada.}