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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 26th)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.
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Delivery Update of Pivotal Select segregated fund client statements
We understand the importance of timely delivery of our Pivotal Select™ segregated fund client statements. We have resolved the issue with delivery of these statements. I can confirm that our Pivotal Select segregated fund client statements will be delivered on February 17, 2025.
We regret the impact this delay may have had on you and clients. Rest assured, we are committed to delivering the highest standard of service and will continue to work hard to earn your business and that of clients. If you have questions or need further assistance, reach out to our Client Care Team at 1.866.884.7427.
Best Regards,
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Cam Crosbie,Executive Vice-President, Savings and Retirement Division
Equitable
Posted: February 12 2025 -
A message from Cam Crosbie, EVP, Savings and Retirement, Equitable
The first half of 2025 has been an exciting and busy year for us at Equitable®. In this short video, I share with you some of the things we’ve done to show our commitment to you and some of the great things we’ve got planned for the remainder of the year.
I want to thank you again for your continued support and trust in us. We value our partnership and are always working hard to make things better. When we work together, success is mutual.
Please take a few minutes to watch the video.
Thank you,
Cam Crosbie, Executive Vice-President,
Savings and Retirement Division
Equitable
Date posted: June 19, 2025 -
A message from Cam Crosbie, EVP, Savings and Retirement, Equitable
The first half of 2025 has been an exciting and busy year for us at Equitable®. In this short video, I share with you some of the things we’ve done to show our commitment to you and some of the great things we’ve got planned for the remainder of the year.
I want to thank you again for your continued support and trust in us. We value our partnership and are always working hard to make things better. When we work together, success is mutual.
Please take a few minutes to watch the video.
Thank you,
Cam Crosbie, Executive Vice-President,
Savings and Retirement Division
Equitable
Date posted: June 19, 2025 -
Equitable.ca gets a fresh new look
We’re excited to introduce you to our refreshed Equitable.ca, marking another milestone in our ongoing commitment to elevate the Equitable brand and enhance your digital experience.
This upgrade is part of a broader initiative to update all our digital properties, making every interaction with Equitable easier, more intuitive, and more rewarding.
Our strengthened online presence is designed to reinforce our partnership with you and highlight the value of the independent advice you provide to Canadians.
By investing in these improvements, we’re driving brand awareness at a scale that’s unprecedented for our company.
We remain dedicated to making it simpler and more efficient to do business with us—today and into the future. Stay tuned for more updates as we continue to innovate and invest in your experience. - [pdf] Equitable Guaranteed Investment Funds – Protection Class
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Clients looking to add a little balance and diversification to their investment mix?
An Equitable® Guaranteed Interest Account (GIA) may be just the right fit for them. With competitive interest rates, Equitable GIAs may be an ideal solution for clients looking to create a well-diversified and balanced portfolio.
A few reasons to consider Equitable for your GIA business:
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• The GIA advantage – a life insurance contract can provide many estate planning benefits.
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• Advisor rate discretion – advisors can forego up to 40bps of commission for an equal increase in interest rate, making our great rates even better.
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• Step Up Your Wealth Sales program1 – 100% of GIA net deposits are used to calculate the 0.75% bonus commission earned on net deposits for 20242.
Bookmark this page to check our current rates.
For more information, please contact your Director, Investment Sales.
1 Equitable reserves the right to alter or terminate this program at any time and without notice.
2 All eligible deposits, sales, and redemptions occurring between January 1 and December 31, 2024, will be used to calculate an advisor’s 2024 net deposits. See full Step Up Your Wealth Sales program details for more information.
® denotes a registered trademark of The Equitable Life Insurance Company of Canada.
Date posted: May 9, 2024 -
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Message from Ron Beettam
As COVID-19 continues to spread, we want to reassure you that we remain ready and committed to support you and your clients.
We have a robust and well-tested business continuity plan in place and our business is almost 100% digital. Almost 90% of our employees are now working remotely from home and are maintaining the high level of service you have come to expect from us. We still have a fully functioning Document Services Centre that is managing our incoming and outgoing mail. Our sales and customer service teams remain open to support you and your clients.
Equitable Life’s online application process, EZcomplete®, offers non face-to-face capability and continues to be your go-to resource for managing your business virtually. We are receiving a record number of online applications and are committed to helping you maintain a certain degree of daily activity. EZcomplete® non-face-to-face works for all life, critical illness and segregated fund applications.
Advisors will be pleased to know that we have increased non-medical limits for life insurance. We are also looking at other underwriting changes, digital delivery of life insurance contracts and additional digital payment options.
Our Savings & Retirement advisors will find our new Transaction Authorization Requirements table a valuable resource for submitting forms and documents. Can’t meet with your client in person to get a signature? Not to worry. You can have your client sign a letter of direction and take a picture to authorize a number of transactions.
Transacting in a non face-to-face environment can be a challenge but we will continue to revisit existing processes and look for ways to modify requirements to help you to continue managing your business. All of us are facing an unprecedented number of urgent situations where there is no established protocol. Our commitment to you and your clients is to respond quickly, and to be flexible where we can, tailoring solutions to specific needs.
To stay up-to-date, please refer to Equitable Life’s COVID-19 information page. There you will find the latest information for all lines of business.
As the global situation continues to evolve rapidly, we ask for your patience as our solutions also evolve quickly and accordingly. Rest assured that Equitable Life is unwavering in our support, and we will be here to help you protect what matters most to Canadians.
Ron Beettam, President and CEO -
A year of celebration - 100 years of protecting what matters most to Canadians
We’re proud to be celebrating 100 years of experience in the insurance industry. Over the last 100 years, through significant historic and financial challenges – two World Wars, the Great Depression, economic crises in the 80s and 90s, regulatory challenges and significant growth and expansion in the face of stiff industry competition – Equitable Life of Canada® has become one of Canada’s largest and most financially stable mutual companies.
2020 marks our 100th anniversary and we want to thank everyone who has been a part of this journey. A special 100th anniversary website, www.equitable100.ca, highlights the company’s historic milestones and shares information about the anniversary-related activities. Special celebrations will be taking place including:
- The Equitable Gives Back Contest that will award five charitable organizations in Canada a grant of $10,000 each based on their winning entries;
- The $100 a day giveaway where randomly selected clients will receive $100. In addition, there will be three grand prizes awarded to randomly selected clients at the end of the year; and
- The 100th Anniversary Legacy Donation, that will be announced in May, to an organization in Waterloo Region that helps strengthen our community.
® denotes a registered trademark of The Equitable Life Insurance Company of Canada.