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  1. Why fair treatment of clients matters

    Building strong client relationships


    Fair treatment of clients and excellent service goes beyond offering great products. It's about understanding and meeting clients’ needs at every single stage of life. At Equitable, we believe in putting clients first and building lasting, trusting relationships. 

    As an advisor, it’s important to build these strong client relationships for your business growth and success. This is achieved by focusing on each client’s interests and providing personalized financial care and support. 

    Here are some tips to build and maintain strong client relationships:
    ● Meet with clients at a minimum of every two years to maintain relationships and ensure clients have the right coverage for their needs. Updates to their insurance may be needed with life changes like marriage, children or purchasing a home. 
    ● Regularly review products with investment components with clients. This may help ensure client investments stay on track to meet their needs and align with their financial goals. 
    ● Reassess term policies and riders with clients throughout the term period, and at least six months before renewal. This can help clients understand any premium changes and consider options that may meet their ongoing needs. 


    Another important tip:
    ● Document each attempt to engage with clients. Regular meetings with advisors are needed to ensure the client has the right coverage for their current and future needs. Keeping a record of these attempts helps protect advisors when clients don’t respond or don’t want to meet. 

    Treating clients with fairness and ensuring their interests are protected will show that you are providing support to help ensure your clients' needs are covered. Building trust leads to happier clients, stronger relationships, and more business opportunities to help protect clients throughout their lifetime.
  2. [pdf] Aviation Questionnaire
  3. [pdf] Financial Questionnaire - Business
  4. Equitable Life Coronavirus Update – March 13, 2020

    As the coronavirus (COVID-19) continues to spread, it’s important that you, your clients and their plan members have the most up-to-date information. We are providing timely updates on any developments that impact your clients and their plan members or their benefits coverage.

    Please share this information with your clients. You can direct them to EquitableHealth.ca, where we have posted a version of these updates.

    Coronavirus travel coverage*

    For groups with Travel Assist coverage

    The Public Health Agency of Canada has issued several Travel Health Notices advising Canadians to avoid travel to countries and regions where there have been outbreaks of coronavirus (COVID-19).

    A good resource to help your clients and their plan members understand how the spread of the coronavirus may impact their travel plans is the Public Health Agency of Canada’s Coronavirus Travel Advice site. The levels of risk by country and region are regularly updated.

    If your clients’ plan members cannot avoid travelling, Public Health recommends they take steps to prevent illness and seek medical attention if they become sick.

    Where to find the latest information

    The list and level of travel advisories can change at any time. Please check the Government of Canada’s Travel Advisor and Advisory page for the most current information.

    If your clients’ plan members have coronavirus symptoms while travelling, please advise them to contact Travel Assist at the numbers listed below for assistance.

    Advise plan members to call before they travel

    If a plan member is travelling anywhere outside of the province or country and their benefits plan includes Travel Assist, plan administrators should advise them to make sure they’re prepared for a medical emergency by following these steps.

    1. Check the Government of Canada’s Travel Advisor and Advisory page. Note that it is important to click on the country to check whether any specific regions of that country have travel advisories.
    2. If they have questions, they should call Travel Assist before they travel for assistance and benefit information.
    3. Pack their Equitable Life benefits card and provincial health card.
    4. In a medical emergency, call the Travel Assist 24-Hour Hotline:
    • Toll-free Canada/USA: 1.800.321/9998
    • Global call collect: 519.742.3287
    • Allianz Global Assistance ID #9089

    Allianz Global Assistance administers Equitable Life’s Travel Assist benefits. Allianz has an international network of medical facilities, transportation providers, medical correspondents and multilingual administrative agents who aid with medical, legal and most travel-related emergencies 24-hours a day, seven days a week.

    Early prescription refills and drug shortages*

    In response to concerns about COVID-19 TELUS Health, our pharmacy benefits manager, has announced it is maintaining its standard rules for refills of medication. Plan members can refill their medications when at least two-thirds of the last dispensed supply has been used.

    If plan members need more than the maximum supply allowed on their plan, they must pay out-of-pocket for the excess amount. They can then submit a claim to ask for an exception request.

    TELUS is taking this position to help maintain access to medication for all patients. They continue to monitor the situation. We will provide an update if it changes.

    Drug shortages

    TELUS Health monitors for drug shortages and updates their system for any unavailable drugs. This helps to ensure accurate claims payment. If a referenced lowest-cost generic drug is unavailable, claims for drugs in the class will be paid at the next lowest-cost generic alternative available.

    *Indicates content that will be shared with your clients

  5. NEW MARKETING MATERIAL! Flexibility for supplemental income with Equimax Equitable has created a new piece to help you understand our new Equimax® illustration feature, Paid-Up Additions (PUA) to Cash Dividends, now available!

    Did you know Equimax clients can switch from the PUA dividend option to the cash dividend option by simply requesting a dividend option change?1,2

    You can illustrate this for paid-up 10 pay and 20 pay Equimax plans! Show clients how they can build in added flexibility and use their policy to create a source of future supplemental income by simply changing the dividend option to cash.3
     
    Illustration Considerations:
    ● Works with Equimax Estate Builder® or Equimax Wealth Accumulator®.
    ● Illustrate the Excelerator Deposit Option (EDO) to help build the policy values while the PUA dividend option is in effect. EDO payments can’t be made once the policy is switched to the cash dividend option.
    ● If a client needs temporary insurance coverage – like mortgage protection - illustrate term riders for how long they are needed to meet the specific goal.3
    ● If critical illness coverage is needed our competitively priced 20 pay critical illness riders are a great fit to provide paid-up critical illness coverage.3 

    Clients should apply for the coverage they need. This concept is about flexibility to create a future source of supplemental income.

    Want to learn more? Check out our new marketing piece: Flexibility for supplemental income with Equimax (2077).

    For more information, reach out to your local wholesaler.
     
     
    ® and TM denote trademarks of The Equitable Life Insurance Company of Canada.
    1 Dividends are not guaranteed and are paid at the sole discretion of the Board of Directors.  Dividends may be subject to taxation. Dividends will vary based on the actual investment returns in the participating account as well as mortality, expenses, lapse, claims experience, taxes, and other experience of the participating block of policies.
    2 To request a change to the dividend option complete and submit form 558 (Request for Withdrawal of Dividends, Change in Option, or Premium Offset). A client can request a change to the cash dividend option from any other dividend option regardless of the premium type or whether premiums continue to be payable, subject to our current administration rules and guidelines. Some dividend option changes are subject to underwriting. Underwriting is not required to change from the PUA to cash dividend option, however, underwriting is required to change from the cash dividend option to the PUA dividend option.
    3 This concept is intended to illustrate a one-time switch to cash dividends once premiums are no longer payable for the policy (including premiums for riders). Premiums are paid with after-tax dollars and dividends paid in cash are subject to taxation.  If premiums are payable there will be tax savings for the client to use the before-tax cash dividend to reduce the premium instead of taking it entirely as a cash payment.  This concept is intended for longer term planning, not to meet short term cash needs by switching back and forth between the PUA and cash options. Clients should consider a policy loan or a cash withdrawal to meet short-term cash needs; policy loans and cash withdrawals may be subject to taxation.
     
  6. [pdf] Daily/Guaranteed Interest Account Contract
  7. Equitable Life Group Benefits Bulletin - November 2022

    The importance of timely plan member eligibility updates*

    Effective Dec. 1, 2022, we are implementing a revised process for managing plan member and dependent health and dental claims that have been incurred and paid after coverage has been terminated. This new process is consistent with industry practices.
     
    If health or dental claims have been incurred and paid after a plan member’s termination date but before we received notice of the termination, we will align the plan member’s or dependent’s termination date with the service date of the last paid claim, retaining premiums up until that date.
     
    If no claims have been incurred and paid after the termination date, Equitable Life will process the termination as requested and refund any excess premium, subject to a maximum premium refund credit of three months.
     
    Currently, we process the termination as requested and attempt to recover any claim overpayments directly from the plan member. We then refund any excess premiums that have been paid, subject to the maximum refund credit amount.
     
    To avoid claims being incurred and paid after a plan member’s termination date, it is important for your clients to update plan member and dependent eligibility dates on or before the effective date of the change.
     
    If you have any questions about the process your clients should follow for updating plan member eligibility, please contact your Group Account Executive or myFlex Sales Manager.

    QuickAssess®: Absence and accommodation request review services*

    It can be difficult to navigate chronic or complex cases of absenteeism or accommodation requests. That’s where QuickAssess® can help.
     
    QuickAssess is an optional, fee-per-use service that can provide your clients with an unbiased, timely assessment of complex plan member absences and workplace accommodation requests. Our disability experts can provide recommendations to help your clients manage:
    • Workplace absences
    • Chronic or patterned absenteeism
    • Requests to modify workplaces or duties
    • Return-to-work coordination
    • Employee Insurance sick leaves
    Based on a thorough review of information provided by the plan sponsor, the plan member, and their physician, our QuickAssess specialists provide a recommendation within two business days on how to manage the absence or accommodation request.** Your clients can then decide how to manage the plan member request and communicate their decision accordingly.
     
    For more information on using QuickAssess, including eligibility requirements, please contact your Group Account Executive or myFlex Sales Manager.

    **Within two business days of receiving a completed QuickAssess Absence and Accommodation Review Referral Form and all required information. For more complex referrals, more time will be required.

    Finding a health care provider with TELUS eClaims direct billing*

    By visiting TELUS’s Find a Provider page, your clients’ plan members can now easily search for paramedical and vision providers who are registered on the TELUS Health eClaims network and who can submit claims directly to us on behalf of their patients. Searches can be filtered by postal code to help plan members find the most convenient provider options.

    As our direct billing provider for pharmacy, vision and paramedical claims, TELUS Health has an extensive network of 70,000 health care providers that provide direct billing to streamline the claims process.

    Please note, plan members should always check Equitable Life’s list of de-listed providers before selecting a health care provider. The list is available for your clients and their plan members on EquitableHealth.ca, and is updated regularly.

    For more information about TELUS eClaims, please contact your Group Account Executive or myFlex Sales Manager.

    First phase of the Canada Dental Benefit proposed for Dec. 1, 2022*

    The federal government’s new Canada Dental Benefit is proposed to take effect on Dec. 1, 2022, subject to Parliamentary approval. The program will cover eligible expenses retroactive to Oct. 1, 2022, and this first phase would apply to Canadians under 12 years of age.

    If implemented, the Canada Dental Benefit will provide dental care to Canadian families with under $90,000 adjusted net income annually. By 2025, the federal government expects to extend the benefit to children under 18, senior citizens and Canadians with disabilities.

    Parents or guardians will be required to apply for this coverage through the Canada Revenue Agency (CRA) and must not have private dental coverage for the child(ren).

    This new program will have no impact on your clients’ dental coverage and no action is required on their part.

    * Indicates content that will be shared with your clients.
     
  8. [pdf] Equitable's Competitive Advantage
  9. This year’s RSP contribution deadline is March 1, 2022

     

    Does your client want to contribute or open a new policy this Retirement Savings Plan (RSP) season?  Whether using paper or our recent EZtransact online platform, here are some important things to remember.
     

    Issuing New Policy with EZcomplete®

    • All online applications must be digitally signed and submitted and have a date stamp no later than March 1, 2022.


    Issuing New Policy using Paper Application

    • For contributions to qualify for the first 60 days, all paperwork must be completed and signed by March 1, 2022. Equitable Life must receive all paperwork by March 7, 2022.



     

    Deposits to Existing Policy

    • Advisors can setup a one-time or recurring deposit or edit an existing pre-authorized debit already in place using EZtransact. Online deposits must be made and have a date stamp by March 1, 2022, to qualify for a 2021 tax receipt. New to EZtransact? Try our EZtransact Practice Site to see how EZ it is to use.
    • Clients can make online deposits to Equitable Life® through their financial institution’s online banking service. Online deposits must be made and have a date stamp by March 1, 2022, to qualify for a 2021 tax receipt. 
    • Clients can also make a new deposit to an existing policy by cheque. The cheque must be dated and signed by March 1, 2022. Equitable Life must receive the cheque no later than March 7, 2022.
    If online banking is being used to fund the policy – either topping up an existing policy or opening a new policy – the online banking transaction must be completed by March 1, 2022, to receive a 2021 tax receipt.

    Do not miss your opportunity to have your contributions count for 2021!

    Please note that cheques and other paperwork cannot be backdated.  They must be completed and signed by March 1, 2022, to qualify for a 2021 tax receipt.
     
     
    ® denotes a trademark of The Equitable Life Insurance Company of Canada.
  10. 2023 Holiday Hours The Holiday season brings thoughts of gratitude, and there is no better time to express our thanks and sincere appreciation for your dedication and commitment to Equitable Life.
     
    Thank you for your support this past year and for trusting Equitable Life with your Individual Insurance and Savings & Retirement business. Happy Holidays!
     
    Client Care Centre Holiday Hours
    Friday December 22, 2023 - 8:30 a.m. – 7:30 p.m. ET
    Monday December 25, 2023 – CLOSED
    Tuesday December 26, 2023 – CLOSED
    December 27, 28 and 29, 2023 - 8:30 a.m. – 7:30 p.m. ET
    Monday January 1, 2024 - CLOSED

    Savings & Retirement
    To settle on December 22, 2023, the transaction must be received that day by 11:00 a.m. ET
    To settle on December 29, 2023, the transaction must be received that day by 11:00 a.m. ET


    Individual Insurance
    Underwriting
    ● Underwriting must receive all evidence and outstanding Underwriting requirements by December 15th- at the latest. Underwriting will then be able to decision these cases by December 21st. This will give the New Business team December 21st – December 29th to issue and settle policies.  

    New Business
    ● New Business will continue to process all issue and settle requirements every business day until the last working day of the year – December 29th. New Business needs to receive ALL final settle documents in Good Order within our posted service standards. We are currently operating at a 3 business day turn around time.

    Field Payroll
    ● Second Last Pay Period for 2023 – December13, 2023 to December 19, 2023 (Transmission/Statement date December 20, 2023)
    ● Last Pay Period of 2023 – December 20, 2023 to December 29, 2023 (Transmission/Statement date January 2,2024)
    ● First Pay of 2024 – January 1, 2024 to January 9, 2024 (Transmission/Statement date on January 10,2024)  

    Daily Pay will run on business days.

     
    Please note that all requirements must be received in Head Office by the above dates to guarantee settlement for year end.