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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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Take emotions out of investing
Taking the emotion out of investing can be easier said then done. Most of us at one time or another have decided upon something strictly because of how we felt at the time, not because it was logical or made good financial sense. I am sure most of us have a good story to tell.
When it comes to financial planning, you always want to encourage your clients to be a rational investor and accept that market fluctuation is part of the investment journey. Over the last few months, even the hardiest rational investor has been challenged to accept the market fluctuations. History shows us that this too, shall pass and markets will rise once more. The biggest question asked is always, when?
While no one has a crystal ball with that answer, the best we can do is help our clients understand that when building portfolios, risk is always at the forefront of any good investment strategy. The level of risk is just one of the building blocks to constructing a financial portfolio that will see the client through good times and bad.
Need more help? Equitable Life has created an emotional investing brochure to help your clients manage through these extraordinary times. To download a copy, click here. We have also included a template letter that you can personalize and use to reach out to your clients. To download an editable copy, click here.
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Tools to manage mental health
As we all continue to manage the impacts of the COVID-19 pandemic, it’s important to remind your clients of the valuable supports available to help their plan members cope through this challenging time.
Free trusted information and COVID-19 resources
Our partner FeelingBetterNow® is responding to the pandemic by providing trusted public resources that offer mental health support. They are available to anyone 24 hours a day, seven days a week, and include:
- What to do if you’re anxious or worried about COVID-19;
- Resources for parents and caregivers; and
- National and Provincial Public Health resources.
Access COVID-19 resources from FeelingBetterNow.
FeelingBetterNow Mental Health Assessment
In addition to these public resources, Equitable Life clients with FeelingBetterNow as part of their group benefits plan have access to online mental health resources. FeelingBetterNow can help plan members identify their risk for mental health concerns and work with their doctor on diagnosis and treatment. It’s an anonymous tool developed by mental health experts which provides:
- Emotional and mental health assessments;
- Practical, evidence-based tools employees and their doctor can use to assess, treat, and follow-up on emotional and mental health concerns; and
- Convenient online access to information and effective resources.
FeelingBetterNow is easy to use and completely anonymous. It takes less than 20 minutes to complete the assessment and view your results.
Learn more about FeelingBetterNow, then contact your Group Account Executive or myFlex Sales Manager to discuss how your clients can add this service to their plan.
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Have you heard about Equitable Client Access?
Equitable Client Access® allows clients to self-serve on some of the more popular requests. Thousands of clients have already signed up for Equitable Client Access and are enjoying the benefits of accessing their secure information 24/7.
• Does your client need to change or stop existing Pre-Authorized payment (PAD)? Equitable Client Access can do that.
• Does your client need to change a withdrawal date for a PAD? Equitable Client Access can do that too.
• Address or banking information changes? Equitable Client Access has your clients covered.
• Does your client need to change her beneficiary from Aunt Flora to Uncle Ned? Equitable Client Access can even do that.
Equitable Client Access is a secure online client site that connects clients with policy information, right at their fingertips. In addition to the self-serve features, Equitable Client Access can also provide:
• Insurance coverage and guarantees
• Investment allocation, performance and market values
• Transaction history
• Statements and letters
• Advisor contact information, along with so much more.
If your clients have not signed up for Equitable Client Access, direct them to client.equitable.ca - it only takes a few minutes to set up an account, and connects your clients with their policy information online – anytime!
Have a question about Equitable Client Access? Want to tell your client how to go paperless? Check out our updated FAQ or contact your Regional Investment Sales Manager today.
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Changes to Short Term Disability Benefit Calculations
The Canada Employment Insurance Commission and Canada Revenue Agency have announced the 2022 changes to Maximum Insurable Earnings, and premiums for employment insurance. These changes take effect January 1, 2022.
2021 Amount As of Jan. 1, 2022 Maximum Insurable Earnings (MIE)
$56,300 $60,300 Maximum Weekly Insurable Earnings (MWIE)
$1,083 $1,160 EI Benefit
(55% of the MWIE, rounded to the nearest dollar)$595 $638
How does this affect your clients?
If your client’s Group Policy with Equitable Life includes a Short Term Disability (STD) benefit which is tied to the EI Maximum Weekly Insurable Earnings, and at least one classification of employees has less than a $638 maximum, then to comply with the provisions of their policy, their STD benefit will be revised with the maximums updated based on the percentage of EI Maximum Weekly Insurable Earnings shown in their policy.
The additional premium for any increase from their previous STD amounts and new STD amounts will be show on their January 2021 Group Insurance Billing (as applicable).
If their STD maximum is currently higher than $638 or based on a flat amount (not based on a percentage or regular earnings), no change will be made to their plan unless otherwise directed.
If your clients wish to provide direction regarding revising their STD maximum, or have questions about the process, they can email Kari Gough, Manager, Group Quotes and Issue. -
Equitable Life Savings & Retirement Webinar Series featuring Equitable Asset Management Group
In 2022, Equitable Life’s® S&R team will continue to spotlight various aspects of our competitive fund lineup and product offerings. Each webinar in the series features a new topic. This series gives advisors an opportunity to:- learn more about various products and product features,
- hear from industry professionals,
- learn about investment strategies; and so much more.
Learn More
Continuing Education Credits
This webinar has been submitted for continuing education (CE) approval with the Insurance Council of Manitoba and Alberta Insurance Council for all provinces excluding Quebec. Upon approval, you will be sent an email notification to come back to the webinar presentation console to download your personalized certificate from the tool bar. To be eligible for CE credits, you must register individually, watch the webcast in full and complete a short quiz. This webcast is available in English only.
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NEW Jump Around feature available on EZcomplete
One of the most requested features is available on EZcomplete® effective November 19, 2022. We like to call it “jump around”. It’s the ability to jump from one part of the application to another and back again. You no longer have to complete the application one section after another in order. This will allow a lot more flexibility when submitting a policy application.
This functionality is helpful as you can input basic client information ahead of a meeting to review with the client later. After completing the Owner’s step (step 1), you could jump to step five (Subsequent Payment) or step six (Third Party). This allows you the opportunity to easily jump back and add a second owner once you have all their details from the client. You can also return to your dashboard, and when you go back into the application, you will be returned to the owner’s section.
Hitting the Save button will save the information you have inputted already, so after jumping ahead to a different section, you can return to complete those questions knowing your progress will be saved. When you have completed all the necessary fields, hitting the Done button will validate all the information and the step will be complete. A check mark will appear beside each completed and validated step.
Please note, if you go back to a previously validated step and change information you will have to go through all subsequent steps and complete and validate them again by clicking next if nothing has changed or making any necessary changes.
To Equitable Life®, the term EZ really means something! Learn more about how doing business with Equitable Life continues to be easy.
Questions: Please contact your Regional Sales Manager
® denotes a trademark of The Equitable Life Insurance Company of Canada.
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December 2022 eNews
Update: EI Sickness Benefit Extension confirmed for Dec. 18, 2022*
The federal government confirmed on Nov. 25, 2022, that it is extending the Employment Insurance (EI) Sickness Benefits period permanently from 15 weeks to 26 weeks. The change takes effect on Dec. 18, 2022.
Equitable Life will not require or implement any changes to our disability plan designs based on this extension. However, plan sponsors may wish to amend their short-term disability (STD) and long-term disability (LTD) plans and policies to align with the new 26-week EI period.
If your clients choose to amend their plan design in response to this extension, we have created an overview of how amendments may affect common plan design scenarios. Click here to learn more.
If you have any questions, please contact your Group Account Executive or myFlex Sales Manager.
QDIPC updates terms and conditions for 2023*
Every year, the Quebec Drug Insurance Pooling Corporation (QDIPC) reviews the terms and conditions for the high-cost pooling system in the province.
Based on its latest review, QDIPC is revising its pooling levels and fees for 2023 to reflect trends in the volume of claims submitted to the pool, particularly catastrophic claims:
We will apply the new pooling levels and fees to future renewal calculations that involve Quebec plan members.
If you have any questions, please contact your Group Account Executive or myFlex Sales Manager.
*Indicates content that will be shared with your clients