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1. Claims payments and notifications will go fully digital on July 1, 2023 We are committed to providing a better benefits experience. We have secure and convenient digital options to make it easier for plan members to access and use their benefits plan, including EquitableHealth.ca and the EZClaim Mobile app.
   
   Most plan members are already using these tools to set up email claim notifications and direct deposit. They get their claim updates faster and their claims paid more quickly, right into their bank account.
   
   To help ensure that all plan members benefit from faster claim payments and notifications, we are making these services fully digital as of July 1, 2023. That means, in most cases, we will no longer mail paper claim cheques or explanation of benefits (EOB) notifications.**
   
   Plan members who haven’t already activated direct deposit and email notifications will need to activate these services via their plan member account on EquitableHealth.ca. 

   How we’ll help plan members get set up

   Fortunately, it’s simple for plan members to set up these features. And it only takes a few minutes. To make it even easier, we’ve created a Plan Member Guide to Getting Started Online. It includes simple instructions to help plan members use our digital features and get the most from their benefits plan. 
   
   We have also created a toolkit that plan administrators can email to their plan members to walk them through the simple steps. Access the toolkit here.
   
   And we’re available to guide plan members who may need help. They can call us at 1.800.265.4556 and select “Plan Member Web Support”. Our Client Care Centre Team is happy to help them activate these services. 

   How we’ll communicate with plan members

   We will start communicating this change to plan members in April. For plan members who aren’t taking advantage of these convenient features, we will send them an email to let them know about the change, with instructions and support on getting set up.
   
   We will also include an insert with all mailings of paper cheques and EOB notifications sent out. And we will post an announcement and banner on EquitableHealth.ca to let plan members know about the change.
    

   How we’ll support plan members who need extra help or accommodations

   After July 1, 2023, we will follow up with plan members who have not yet activated direct deposit or email notifications for their claims and provide any extra help and support they may need. And, of course, we’ll make exceptions for plan members who aren’t willing or reasonably able to use these features. 

   Questions?

   If you have any questions, please contact your Group Account Executive or myFlex Sales Manager.
   
   ** Disability claimants will continue to receive paper Explanation of Benefits notifications in the mail. Some pay-direct drug claims will also continue to be paid by cheque.
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3. 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. Benefits of Virtual Healthcare For your clients By providing access to Virtual Healthcare, plan sponsors can help to: Drive employee engagement; Reduce absenteeism related to in-person medical appointments; Manage chronic health issues; Attract and retain top talent; and Build a healthier workforce. For their plan members 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; Work or family obligations during standard medical clinic hours; Mobility challenges related to a disability; and Transportation challenges. Learn more about bringing Dialogue Virtual Healthcare to your clients 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.

4. Easy and convenient digital options for your clients and their members

   During this time of physical distancing, people are looking for ways to interact with their providers virtually. We have several convenient digital options available to make it easier for Plan Members and for Plan Administrators. Below is an overview to refer to when you're meeting with your clients. Or you can download this PDF version

   For Plan Administrators:

   Plan Administrator Portal (EquitableHealth.ca)

   Our secure portal allows Plan Administrators to easily manage their plan anytime and anywhere. Instead of printing and mailing forms, Plan Administrators can make real-time updates at their convenience. The site also makes it easy to view or upload forms and other important documents, retrieve billing information, estimate monthly premium costs, and view announcements, tips and reminders. Plan Administrators can visit www.equitablehealth.ca to activate their account.

   Online Plan Member Enrolment

   Our Online Plan Member Enrolment tool simplifies the onboarding process for both Plan Administrators and Plan Members and offers a more secure and efficient alternative to traditional paper enrolment. The user-friendly interface allows Plan Members to easily enrol in their benefits plan in just minutes from their computer or mobile device. That saves work for Plan Administrators by eliminating the need to manage paper forms. And since Plan Members receive automatic reminders, it reduces late applicants and eliminates the need to chase down Plan Members for their paperwork. (This option is currently only available for new clients. It will soon be available for existing clients to add new hires.)

   Digital Welcome Kits

   Instead of paper kits that can easily get lost or quickly become outdated, Plan Members receive personalized welcome kits via an interactive email, including instructions on how to activate their online group benefits account, download their digital benefits card, submit claims from their computer or mobile device, review their coverage details, and explore their health and wellness resources.

   Easy automated payments

   Automated payments are a convenient way to avoid missed payments, suspended claims and disruption. Plan Administrators simply need to complete thepre-authorized debit formand send to GroupCollection@equitable.ca. Or contact Group Collections about online banking and electronic funds transfer (EFT).

   We can help

   For assistance, Plan Administrators can contact their Client Relationship Specialist or our Web Services team at 1.800.265.4556 ext. 283 or groupbenefitsadmin@equitable.ca.

   For Plan Members:

   Plan Member Portal (EquitableHealth.ca)

   By logging into EquitableHealth.ca, Plan Members have secure 24/7 access to their personalized Group Benefits account where they can submit claims, view their claims status and history, and review their coverage details from their computer or mobile device. They can also visit Equitable HealthConnector®, our suite of services to help employees stay healthy and productive. They can simply visit www.equitablehealth.ca to activate their Group Benefits account.

   Electronic Claim Payments and Notifications

   Once Plan Members have activated their Group Benefits account on EquitableHealth.ca, they can easily get set up to receive their claim payments via direct deposit, and their claim notifications via email. Once logged in they simply click “My Information” and enter the required information.

   EZClaim Mobile App

   Submitting claims is fast, easy and secure with the Equitable EZClaim® mobile app. Plan Members can submit health and dental claims and receive payments directly to their bank account via direct deposit. Most claims are processed within three business days; some are processed in as little as 24 hours. They simply download the EZClaim app for their iPhone®, or Android™ device, fill out the interactive health or dental claim form, attach their receipt and submit.

   Digital Benefits Cards

   Instead of digging through their wallets, Plan Members can download a digital version of their benefits card on their mobile device via the Equitable EZClaim® Mobile app to easily provide coverage details to health providers.

   We can help

   We’ve created a video guide to help Plan Members access and use their digital resources. For further assistance, Plan Members can contact our Web Services team at 1.800.265.4556 ext. 283 or groupbenefitsadmin@equitable.ca.

5. 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!
6. Equitable explains individual life and critical illness insurance with client-focused videos! In today’s busy world, clients need guidance to help them pick the right solutions for their needs. They need quick, easy-to-understand information. With so many options out there, it can get overwhelming to make the right choice.
   
   The same goes for individual life and critical illness insurance. Which type of insurance is right for the client? Advisors can help provide that support and guidance. But perhaps, to get that conversation started, you just need to give clients a little nudge.
   
   We get it. That’s why Equitable has produced a series of client-focused videos to help advisors start those conversations.
   
   Check out our explainer videos below and share them with clients today!
   
   ●  Equimax^® participating whole life for children
   ●  Dividends
   ●  EquiLiving^® critical illness insurance
   ●  Term life insurance
   ●  Equitable Generations^™ universal life insurance
   
   
   
   Want to learn more?
   Contact your Equitable Wholesaler – we’re here to help!
   
    
   ^® or ^™ denote trademarks of The Equitable Life Insurance Company of Canada.
    
7. Login information for current advisors
8. The new segregated fund EZcomplete cloning feature will save time and errors.

    

   The new cloning feature for Savings & Retirement EZcomplete^® applications means that advisors don’t need to enter the same client information when completing multiple applications for the same client. 

    

   Here's how easy it is to use.

   

   Best of all, you can clone in progress and submitted applications.
   
   This is just some of the information that will be automatically copied:

   • Name

   • Date of birth

   • Gender

   • Occupation

   • Address

   • Phone numbers

   • Email address

   • Social Insurance Number

   • All beneficiary information

   
   The new EZcomplete cloning feature will save advisors time and reduce errors.

    

             
   
                                                                     
    

    

   If you have any questions, contact your Regional Investment Sales Manager

   
   ® denotes a trademark of The Equitable Life Insurance Company of Canada.
   Posted April 6, 2023
9. Start a Conversation with EZstart – Now Available for Equimax Wealth Accumulator Looking for an easy way to explain insurance? We have a digital tool to do just that!
    
   Start a Conversation with EZstart™
    
   EZstart helps to commence those initial client conversations. Think of it like a digital brochure: you start a conversation about life goals, enter a few details - and within a few clicks - get a quick quote on your phone or tablet instantly.
   
   We have a NEW EZstart for Equimax Wealth Accumulator® available. Go to the EZstart for Equimax Wealth Accumulator now.
   
   Don’t forget about our other EZstart tools that are available for you. Learn more. 
    
   _{^® and ^TM denote trademarks of The Equitable Life Insurance Company of Canada.}
10. [pdf] Pay Instruction Changes