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  5. New “Update Payment” feature for banking changes has launched! Great news! Equitable® has launched a new self-serve "Update Payment" feature in Client Access and on EquiNet®. This new online process enables clients and advisors to easily submit key banking change requests for eligible insurance policies*, with no need to complete a physical form.

    What’s new?

    A new "Update Payment" feature is now available on Client Access and on EquiNet under Policy Inquiry. It allows clients (and advisors) to easily submit requests for the following three transactions online:

    1.  STOP pre-authorized payments.

    2.  RESUME pre-authorized payments on overdue accounts.

    3.  CHANGE which bank we withdraw money from.




    The new "Update Payment" feature replaces the previous "Edit" button in Client Access. The old banking change options are still available in the client’s Profile section. They can be used to request a change to the payment withdrawal date, as that option is not yet available with the new Update Payment feature. 

    How it works!

    When a change is requested using the new Update Payment feature, our Operations team receives it online.  They will review and process the changes within three business days, as per Equitable’s current service standards. 

    The Update Payment feature in Client Access is a self-serve process. However, if a client prefers, their advisor or an Equitable Customer Service associate can assist them by submitting the request on their behalf. Clients will be asked to sign to approve any such requests that are submitted by someone other than the owner of the policy.

    *The Update Payment transactions are only available for eligible policies: those that have not lapsed, are not on Automatic Premium Loan, and are not owned by a corporation or other entity.

    We trust that these digital enhancements will help make the client and advisor experience even simpler and more efficient.

    Need more information? Please contact your Equitable wholesaler.

    ® or TM denotes a trademark of The Equitable Life Insurance Company of Canada.
  6. Protect clients and yourself from cyber attacks Cyber criminals are targeting advisors’ computers and email accounts. They are targeting advisors because you have detailed financial information about clients. These attacks put you and clients at risk by exposing private financial data, allowing unauthorized withdrawal attempts, and easing identity theft. A breach can lead to financial loss and a damaged reputation.

    How to stay safe:
    • Use strong security: Turn on multi-factor authentication, change your passwords often, and make sure passwords are unique.
    • Install antivirus or internet software: Use trusted programs such as Norton or McAfee to protect your computer.
    • Keep everything updated: Make sure your computer’s operating system and software are up to date.
    • Get expert help: Ask an IT professional to check your security system.
    • Be careful online: Take cybersecurity training to learn about new threats. Don’t click on suspicious links, including from people you don’t know.
    • Have cyber insurance: This can help protect you if something goes wrong. You can usually get it through your E&O provider.

    Remember: Cyber criminals also target the public, including client email accounts. They may use a client’s email to send you requests that look real. Call clients to confirm emailed requests, especially if someone asks to withdraw money or change banking information.

    Our clients trust you with their financial future. Do everything you can to keep their information safe.
  7. 2025 Holiday hours Individual Insurance
    Thank you for your trust and partnership with Equitable. Wishing you a joyful holiday season and a successful year ahead.

    Client Care Centre holiday hours
    Dec 24, 2025: 8:30 a.m. – 3:00 p.m. ET
    Dec 25–26, 2025: CLOSED
    Dec 29–31, 2025: 8:30 a.m. – 7:30 p.m. ET
    Jan 1, 2026: CLOSED

    Individual Insurance deadlines
     • Underwriting evidence due: Dec 10, 2025
     • Final settle documents due: Dec 22, 2025
     • Policy settlement by: Dec 30, 2025




    Field Payroll
     • Second last pay period: Dec 17–23, 2025 (Statements Dec 24)
     • Last pay period: Dec 24–31, 2025 (Statements Jan 2, 2026)
     • First pay of 2026: Jan 1–6, 2026 (Statements Jan 7)

    Note: All requirements must be received by Head Office by the above dates to guarantee year-end settlement. Late submissions will be processed as quickly as possible, but settlement by year-end cannot be guaranteed.

    Looking for Individual Wealth holiday hours? Please click here.
     
  8. Passkey: The fastest, safest way to log in to Client Access
    We’ve upgraded the Client Access® portal to make access easier and more secure.

    What’s new?
    • Passkey: The easiest way to log in
    Passkey is now available across all Equitable portals. With passkey, clients can log in quickly and securely using biometrics like face or fingerprint recognition, eliminating the need for passwords. 
    • Extra protection for email/password users
    For clients who continue to use their email and password, extra security may be required. Clients may be prompted to enter a one-time passcode sent to their email, ensuring only authorized access.

    What you need to know:
    • Clients sign in to Client Access the same way you do on EquiNet, making it easier to support your clients.
    • “Forgot email” is available to help clients recover the email they need to log in.
    • Passkey setup is easy and safe. Just follow the prompts when you  login. Watch the video to learn how to create a passkey.