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Paramedicals are Re-opening Shortly
We are pleased to announce that face-to-face insurance testing paramedical services, including the collection of vitals & fluids, are resuming shortly. Our service providers, Dynacare and ExamOne, have been monitoring the public health standards and have established standards they will operate under to protect the health of both the applicant and health professionals.
Our commitment to your client’s safety
It is Equitable Life's commitment that both clients and advisors will be provided clear and thoughtful communication before initiating any testing. Clients should fully understand the potential risks associated with having a paramedical test taken at this time and are always able to choose not to attend the appointment if they do not feel comfortable or safe.
How will paramedical services be conducted?
Dynacare is conducting appointments at fixed site facilities where clients will travel to the health professional for their appointment. The paramedical questions will be covered by video or telephone to minimize the time spent in the fixed site facility. For more information, see Dynacare’s COVID-19 client guide that will be provided to the client directly.
ExamOne examiners will travel to the client’s home for their appointment and the entire paramedical will be conducted at that time. Information about ExamOne’s COVID-19 processes and their Preparing for my exam client guide will also be provided to the client directy.
When are paramedical services re-opening?
In person paramedical services for Equitable Life cases will begin opening gradually. We have worked closely with our service providers, the CLHIA & provincial governments and believe it is prudent to begin re-opening services in the provinces that have a lower incidence of COVID-19. We will expand the schedule as the incidence of COVID-19 lowers or is expected to lower in specific regions.
Please note if you had an order in process prior to services shutting down, the provider will be looking to re-open and complete those orders. If requirements are no longer needed given the non-med limit changes, the order will remain closed.
Schedule for re-opening paramedical services:Province Start Date Saskatchewan June 1-Dynacare, June 11-ExamOne New Brunswick June 8-Dynacare, June 11-ExamOne PEI and Newfoundland June 15, Dynacare and ExamOne Manitoba June 15, Dynacare and ExamOne Alberta June 18, Dynacare and ExamOne British Columbia June 22, Dynacare and ExamOne Nova Scotia June 22, Dynacare and ExamOne Ontario* By June 30, Dynacare and ExamOne Quebec * By June 30, Dynacare and ExamOne
Note: Start dates are subject to change based on the progress of COVID-19.
*Ontario & Quebec to re-open regionally (starting with areas with lower incidence of COVID-19). Specifics for Ontario and Quebec will be communicated closer to the implementation dates for these provinces. Further details can be found in this communication. - [pdf] Balancing need and affordability
- Fiera Capital
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New internal transfer enhancement available on Equitable’s EZcomplete
Advisors will now notice a new internal transfer enhancement in EZcomplete®, Equitable’s online application platform — and it’s designed to make life a whole lot easier. With this update, moving a client’s funds from an existing Equitable® segregated fund contract into a new Equitable Guaranteed Investment Funds™ contract is now faster, smoother and far more intuitive.
Here’s what you can expect:
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A clear, consolidated view of clients’ current contracts.
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Key details — like product type, current market value, sales charge and Guaranteed Interest Account terms — displayed right up front.
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Options to complete full or partial transfers.
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Helpful alerts that guide you through each step and help prevent mistakes.
Everything you need to complete an internal transfer is now in one spot — no more digging through old statements or searching for external documents. It’s a more streamlined, transparent experience for both you and clients.
You can access the enhancement directly within EZcomplete (Individual Wealth).
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If you have questions, speak with your Director, Investment Sales or Advisor Services Team Monday to Friday, 8:30 a.m. – 7:30 p.m. ET at 1.866.884.7427, or email individualwealth@equitable.ca.
® or ™ denotes a trademark of The Equitable Life Insurance Company of Canada.
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Homewood Health COVID-19 Resources
As the COVID-19 situation continues to rapidly evolve, you may need information from a trusted source to support your clients, their organizations and their employees.
Through our partnership with Homewood Health, the Canadian leader in mental health and addiction services, all of our clients and their plan members have access to a number of tools and resources designed to provide guidance and support.
Online Cognitive Behavioural Therapy
For plan members dealing with increased anxiety during these uncertain times, Homewood’s Online Cognitive Behavioural Therapy tool, i-Volve, can help. Through self-paced, web-based therapy, i-Volve can help plan members identify, challenge and overcome anxious thoughts, behaviours and emotions.
All Equitable Life clients and their plan members have access to i-Volve. It’s available 24 hours a day, seven days a week, wherever you choose to access it.
Learn more about Online CBT or access i-Volve at Homeweb.ca/Equitable.
COVID-19 Support Resources
Drawing on their expertise in mental health, as well as guidance from trusted sources including Health Canada, the Public Health Agency of Canada and the World Health Organization, Homewood has created a number of resources to help support your clients and their plan members.
- Self-isolation and quarantine: What you need to know
- Quelling COVID-19 Anxiety
- Managing stress and anxiety
- How to speak to children
- How to stay productive and motivated when working from home
- The COVID-19 Pandemic: Managing the Impact
- Support for First Responders, Front Line Workers and Public Facing Employees
- Financial tips for your financial health
- Increases in Domestic Violence
- Those with family members in long-term care facilities
- Parenting during a pandemic
- COVID-19: Employee Fatigue, Isolation and Loneliness
- COVID-19 Back to School - Considerations and tips for parents and caregivers
- COVID-19: Back to School Support for Kids
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Enhancing the Transfer Process: Equitable's New Signature Guarantee Service
Equitable® is making transfers even easier with EZcomplete®.
This enhancement will help advisors and clients by reducing the number of rejections from other institutions that need a signature guarantee. Reducing transfer rejections means less time and effort for advisors, and faster transfers from other institutions.
Signature Guarantees
Equitable will now offer signature guarantees on most transfers requested through EZcomplete.
When is a signature guarantee not available?
• For entity owned accounts
• If a Power of Attorney is signing on behalf of an owner
• If the transferring account has an irrevocable beneficiary
Watch the quick Identity Check with Persona video or read through instructions below.
To offer a signature guarantee, Equitable first needs to check the identity of all owners using Persona, a third-party service provider.
The advisor starts by selecting a signature guarantee in EZcomplete. An email link is sent to all proposed owners.
Clients can click the link within the email to Persona's verification process.
They will be prompted to take a picture of their photo ID and a selfie, turning their head slightly left and right by following the prompts.
Their identity can then be confirmed in seconds.
Sending Transfer Forms:
• If all owners' identities are verified, Equitable will send the transfer form with a signature guarantee stamp and the e-signature audit log to the transferring institution.
• If ID verification fails, clients will be prompted to try up to three times. If still unsuccessful, the transfer form and e-signature audit log is sent to the transferring institution without the signature guarantee stamp.
Handling Issues:
• Advisors’ obligations to verify ID is not affected by this process; ID verification is still required.
• If the client times out or loses the email to access Persona, the advisor can resend the link.
• If the client’s name or email changes after ID verification, the advisor will need to redo the ID verification with the updated information to get a signature guarantee.
This update strives to make processes smoother and more efficient for everyone. Just another reason to do business with Equitable. When we work together, success is mutual.
For more information or assistance, please contact your Director, Investment Sales.
Date published: May 7, 2025 -
Elevate your business with industry best practices and needs-based selling
Keeping your business aligned with industry best practices is vital for your success. It not only supports the fair treatment of clients – it also helps you meet certain market conduct requirements and Equitable’s expectations for needs-based selling.
The Financial Services Regulatory Authority of Ontario (FSRA) has a program that checks how well advisors follow the Insurance Act and its conduct rules. FSRA looks at how well advisors follow industry best practices and fair treatment of clients guidance (see CLHIA’s guidance document, “The Approach”). Their focus is on key areas such as giving sound advice, managing conflicts of interest, and putting clients’ needs first. FSRA selects advisors’ client files and looks for documentation that indicates needs-based selling.
In December 2024, FSRA released its latest Market Conduct Supervision Report. It highlights the need for advisors to follow certain rules and industry best practices. The report found five key areas where improvement is needed:
1. Missing notes from client meetings and calls
2. Inadequate advisor disclosure
3. Missing sales illustrations for different product options
4. Missing insurance needs analysis
5. Missing policy delivery receipts
By following industry best practices and keeping thorough records, you show your commitment to providing clients with the solutions they need. For example, taking notes during client meetings helps you track all discussions that support your recommendations. Having an insurance needs analysis shows you are providing clients with suitable advice to buy the solutions that best meet their needs.
Resources: Equitable® has resources that can help improve your business practices and help you treat clients fairly. We encourage you to check these out:
1. PPT: “Ensuring a Compliant, Needs-based Insurance Sale”. The steps to follow in needs-based selling and the records to keep.
Get CE credits! We offer the above as a self-study course that qualifies for 1 Continuing Education (CE) credit. Access it here: https://equitable-life-education.teachable.com/. (Use your contracted email to log in).
2. Client File Reference: The records to keep when selling investments, life insurance, or critical illness insurance, including key documents insurers and regulators look for during compliance audits.
3. Investor Profile Questionnaires: These will help you document your sales recommendations for:
● Universal Life (UL) sales: 1190.pdf, and
● Pivotal Select (Segregated Fund) sales: 1165.pdf
Questions? Contact your Equitable wholesaler. They are ready to support your success! -
Dialogue Virtual Healthcare now available to add to Equitable Life benefits plans
We’re pleased to announce we are partnering with Dialogue, Canada’s leading virtual health provider, to offer unlimited and on-demand virtual access to primary healthcare practitioners.
Virtual Healthcare is the latest addition to our HealthConnector suite of health and wellness services. It is available to add to all Equitable Life benefits plans for an additional cost as of July 1, 2023.Features of Dialogue Virtual Healthcare
Available 24/7, 365 days a year, Dialogue Virtual Healthcare provides access to unlimited non-urgent medical care for a wide range of health concerns. Plan members get fast access to the largest, most experienced and bilingual medical team in Canada for non-urgent medical issues. They also benefit from in-app prescription renewals and refills, personalized follow-ups after every consultation, and concierge-level navigation support for all referrals to in-person specialists when needed.
Dialogue’s industry-leading platform provides an all-in-one patient journey to address health issues, reducing long wait times and time away for doctor appointments. Plan members and their families can access Dialogue Virtual Healthcare through the secure web portal or mobile app. The Dialogue medical team includes doctors, nurse practitioners and nurses. Plan members can use the service even if they’re already receiving care from a family doctor.
For your clients
Benefits of Virtual Healthcare
By providing access to Virtual Healthcare, plan sponsors can help to:-
Drive employee engagement;
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Reduce absenteeism related to in-person medical appointments;
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Manage chronic health issues;
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Attract and retain top talent; and
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Build a healthier workforce.
By providing easier access to primary healthcare practitioners, Virtual Healthcare can offer extra health and wellness support for plan members. It also supports members that may experience barriers to accessing in-person healthcare, such as:-
Living in a remote location;
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Work or family obligations during standard medical clinic hours;
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Mobility challenges related to a disability; and
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Transportation challenges.
Click the link to learn more about Dialogue Virtual Healthcare : Welcome to Dialogue!Questions?
To learn more about how your clients can add Virtual Healthcare to their benefits plan, please contact your Group Account Executive or myFlex Sales Manager. -
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Mental health support for all plan members
As the COVID-19 pandemic continues, many Canadians are dealing with increased stress and anxiety. Now, more than ever, plan members need easy to access resources to help them cope with these uncertain times.
Through our partnership with Homewood Health®, the Canadian leader in mental health and addiction services, all of our clients and their plan members have access to tools designed to provide guidance and support, including i-Volve, Homewood’s Online Cognitive Behavioural Therapy tool.
Proven therapy, at your own pace
Included with Homewood Online resources in every Equitable Life® plan, i-Volve can help plan members identify, challenge and overcome anxious thoughts, behaviours and emotions. It encourages incremental changes in behaviour and is proven to be an effective therapeutic approach for dealing with mild to moderate anxiety or depression. Plan members work at their own pace through a series of web-based exercises, ultimately helping to change the ways in which they think, feel and react in various situations.
Free for all Equitable Life plan members
All Equitable Life clients and their plan members have access to i-Volve. It’s available 24 hours a day, seven days a week, wherever you choose to access it.
Contact your Group Account Executive or myFlex Sales Manager to learn more about Homewood Health and i-Volve Online CBT. -
Making it easier to do business with us
At Equitable® we are always looking for ways to improve your experience with us. We’ve made the following enhancements to make it easier for you to put your business with us.
New and Improved UL Fund Performance page
Access more fund performance information faster and easier on our new and improved Fund Overview & Performance website for funds held within Equitable universal life policies.
We partnered with Fundata to build a central location for fund performance, fund information (available in web and PDF) and Management Expense Ratios (MERs). This fund reporting will be available for all our universal life business (both legacy products and products currently being sold).
Highlights include:
● Save your favourite funds for easy access.
● Fund search and tools to filter by product, asset class and sustainability.
● Share feature allows you to easily share fund information with clients.
● Ability to compare fund performance.
Check out the new Fund Overview & Performance website today. See how Equitable is making fund information faster and easier to access.
New “Update Payment” feature for banking changes has launched!
Great news! We have launched a new self-serve "Update Payment" feature in Client Access and on EquiNet®. This new online capability enables clients and advisors to easily submit key banking change requests for eligible insurance policies*, with no need to complete a physical form.
*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.
What’s new? Clients and advisors can now submit banking changes via EquiNet under Policy Inquiry. It allows them to easily submit requests for the following: stop and resume pre-authorized payments or change banks. Learn more.
Speak to your individual life wholesaler to learn more about these great enhancements!
® or TM denotes a trademark of The Equitable Life Insurance Company of Canada