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[pdf] Equitable Investor Profile Questionnaire
Cost Transparency: Why Preparation Matters

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.

Secure your GIA with Equitable today! In uncertain times, a Guaranteed Interest Account (GIA) is a safe and stable investment opportunity. Now is a great time to consider a GIA with Equitable^®.

Equitable offers:
• market leading interest rates¹, with higher rates for larger deposits;
• many account types, including the First Home Savings Account; and
• options to invest up to age 95².

“GIAs offer a number of benefits for investors, especially in times of market volatility.” said Cam Crosbie, Executive Vice President, Savings & Retirement. Equitable. “In uncertain times, let your investments be certain. Choose GIAs for guaranteed peace of mind and predictable returns, along with estate planning benefits, and potential creditor protection.”

GIAs are simple fixed-income investments that add value to a portfolio. Equitable GIAs provide competitive interest rates and protection from market volatility. For more information visit EquiNet^® and don’t forget to register for our interest rate change alert email.

For more information or assistance, please contact your Director, Investment Sales.

1 Equitable has made every effort to ensure accuracy of competitive information. Accuracy is not guaranteed.
2 Some available term lengths may be limited starting at age 90.

Date posted: May 14, 2025
Individual insurance video library
EZstart
[pdf] Ownership Change Form
Policy change begins eDelivery of contracts and documentation Effective February 16, requested contract changes for inforce Life policies will be completed as per our usual process. However, the contracts and documentation will now be sent out electronically.

We are leveraging the same electronic delivery solution as the New Business process currently in place. An acknowledgement or e-signature will be required to electronically complete the requested change.

Advisors/MGA and Policy Owners will receive an e-mail notification when review, acceptance or eSignature are required.

Looking for more information?
Additional details regarding the process can be found here and in the FAQ.
Please contact your Regional Sales Manager if you have any questions.
Equitable Life Welcomes Donna Carbell as Senior Vice President, Individual Insurance Donna Carbell joins the executive leadership team as Senior Vice President, Individual Insurance, overseeing product development, distribution, marketing and client service for the line of business. With more than 20 years' experience, Donna brings a wealth of cross functional industry knowledge to Equitable Life.

Donna is passionate about supporting the health and wellness of Canadians and it is through the insurance and service we offer, that we provide support to families when they need it most during a health event. Donna is looking forward to working closely with our partners to support all aspects of delivering a best-in-class experience for you and your clients.
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.

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