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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!
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.
Coming March 23, 2020 – Equimax enhancements include 60 months of flexibility to make extra deposits
The following features will be available on Equimax Estate Builder® and Equimax Wealth Accumulator® plans!

60 months of Excelerator Deposit Option (EDO) flexibility
- Up to 60 months to make initial EDO payment or resume stopped or reduced payments. No additional underwriting required.
- For approved EDO amounts exceeding $150,000 annually ($12,500 monthly), clients have up to 12 months from the date the EDO application was signed or the date of the last EDO payment to make an EDO payment before a contribution cap may apply.
- Available on all policies with an effective date of March 23, 2020 or later.
EDO available on case ratings of 300% or less
- If a policy already in effect has a rating over 200% and up to and including 300%, the owner can apply to add EDO provided the policy was issued under the 2017 tax rules.
- Additional underwriting and submission of satisfactory evidence may be required.
Disability Benefit Disbursement at no extra cost
- If a life insured becomes disabled from a severe mental or physical impairment as defined in the policy contract, the owner may apply for a tax-free,* lump sum payment of up to 100% of the policy’s cash value.
- Exclusions apply. See sample policy contract for full details, including the qualifications for the disbursement.
- Available on all policy issued under the 2017 tax rules.
* Tax laws are subject to change. The payment of the disability benefit disbursement may affect the adjusted cost basis (ACB) of the policy as it is considered payment of a capital benefit. Changes in ACB can affect the future taxation of the policy.

Processing your Application
To make the transition as smooth as possible, please take a moment to review the following transition rules.
Sales Strategies
[pdf] Insights into non-registered taxation
New marketing material! 10-Pay Equimax Estate Builder - Enhanced Protection Dividend

Let's take a second look at the Enhanced Protection dividend option

Do you have clients who need a permanent plan with no out-of-pocket premiums payable after 10 years? Are they looking for a long-term permanent insurance solution for estate needs, but also would appreciate having some extra initial coverage for outstanding loans or other obligations?

If so, it might be time to take a second look at the Enhanced Protection dividend option with a 10-pay Equimax Estate Builder^® plan.

Learn more by checking out our new marketing piece
Client Access login is changing Equitable wants to keep client’s information safe. Starting in January 2026, all clients will be asked to use an email address to log in to Client Access^®, our secure client website for insurance and investments transactions.

What’s changing?
In January, all clients must use their email address to log in to Client Access. They will no longer be able to use a username. If clients can’t remember which email they used to register for Client Access, they can simply click “Forgot email” on the login page to get help. If clients use a password, they may need to enter a one-time code sent to their email.

Clients looking for extra security?
Clients can also create a Passkey. This makes logging in easier and safer.
[pdf] Application for Agency Contract to Sell Insurance Products - MGA, AGA and National
Product at a glance- Adults
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.