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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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Insights from a pandemic: STD claims during COVID-19
The spread of COVID-19 has had a significant impact on short-term disability (STD) claims. We’re providing an update on what we’ve seen so far in terms of STD experience on our block.
Claim volumes
Initially, as COVID-19 started to spread, STD claims ramped up quickly as plan members tested positive for or developed symptoms associated with the virus and were unable to work. Overall, we saw a 34% increase in the volume of claims on our block in Q1, compared with the first quarter of 2019, primarily due to COVID-19-related claims.
Since then, we’ve seen the number of COVID-19-related STD claims slow. Claims levelled off to a 21% year-over-year increase by the end of May. We haven’t seen any meaningful increase in STD claims related to mental health.
Most of the COVID-19-related STD claims so far have been in the manufacturing, retail and healthcare and social assistance sectors where physical distancing can be challenging.
Somewhat surprisingly, Alberta had for the largest share of STD claims on our block, accounting for 40% of claims, followed by BC with 28% and Ontario with 21%.
Claim durations
While STD claim volumes have increased, we’ve seen a notable decrease in claim durations so far this year. As of the end of May, 59% of closed claims resolved in the first two weeks, compared with only 20% the previous year. This is expected given the nature of COVID-19 and that, for most people, symptoms dissipate within about two weeks./p>
Of the STD claims we’ve approved, approximately 25% were paid for the full 14 days. In most cases, this meant the plan member had tested positive for COVID-19.The remaining 75% of paid claims were paid based on the elimination period in the contract, with the most common elimination period of 7 days accounting for 35% of paid claims.
We will continue to provide timely updates on any development/p>
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Welcome EZtransact from Equitable Life
On July 28, 2021, Savings & Retirement is launching online transactions for segregated funds. A new way to make managing your client’s policies quick and convenient. With a growing need for digital solutions, Equitable Life’s new EZtransact eliminates the hassle of filling out forms, facilitating signatures yourself, submitting copies to your MGA and being tied down to business hours for submitting transactions.
Available on EquiNet's secure website, EZtransact’s first service will allow advisors to setup a one-time or recurring deposit or edit an existing pre-authorized debit already in place. In just five simple steps, EZtransact:- Collects the deposit details,
- Pre-populates pre-existing relevant details,
- Alerts you to any missing information,
- Facilitates the signing process and
- Sends a copy of the transaction to your MGA, eliminating any need for duplicate copies, or additional steps.
“We are excited to be able to launch a new digital solution for our advisors”, said Vice-President, Savings and Retirement, Judy Williams. “We feel this new application complements our existing highly rated EZcomplete® online application process. With both solutions available to advisors, we are making it even easier to do business with Equitable Life”.
If you are already registered with EquiNet, go online today, and give EZtransact a try. If you are not registered, contact your local Regional Investment Sales Manager or, call our Advisor Services Team to have a Regional Investment Sales Manager in your area contact you.
To learn more, click here.
® and TM denote trademarks of The Equitable Life Insurance Company of Canada
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Taking the guess work out of market volatility with Equitable Life
Investing during market highs and market lows can leave even the most seasoned investors scratching their heads. Knowing when to buy and when to sell is not easy, but disciplined investing can be.
Dollar cost averaging with Equitable Life® is designed to provide a long-term investment solution. This strategy helps take the guesswork out of knowing when to get into the market. It can also provide consistency for a long-term financial plan regardless of whether there is a lot or a little to invest.
And for a limited time only, we’ve increased the initial commission for the CB5 sales option from 5.6% to 7.0% on Pivotal Select™ segregated funds*, effective from May 20 to August 31, 2022.** During this time, advisors earn the increased full initial commission even if funds are placed into Equitable Life Money Market Fund to start the PAC.
For more information on dollar cost averaging, please contact your Equitable Life Regional Investment Sales Manager.
* Applies to FundSERV trades occurring between May 20 and August 31, 2022. Initial commission on non-FundSERV trades occurring between May 20 to August 31, 2022 increases from 4% to 5%. Initial commission is subject to a chargeback.
** Equitable Life reserves the right to end the campaign at any time and without notice.
™or ® denotes a registered trademark of The Equitable Life Insurance Company of Canada.
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Join us for an Equitable Life Master Class webcast featuring Daryl Diamond, Dynamic Funds
Building Your Business in the Retirement Income Market featuring Daryl Diamond, Chief Retirement Income Strategist, Dynamic Funds
You’re invited to our next Equitable Life Master Class webcast offering compelling topics and unique ideas from leading experts to help you manage and grow your business.
Daryl Diamond is an author, educator and sought-after speaker on how clients can achieve the greatest security and satisfaction during the retirement years.
In this Master Class, Daryl Diamond will discuss how the last four years have been extremely challenging for retirees, pre-retirees and for the advisors who service them. He will focus on key aspects of retirement income planning from the perspective of:-
delivering and sustaining tax-efficient income,
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managing high inflation,
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investing in volatile markets, and
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navigating high interest rates.
Learn more
Posted October 11, 2023Continuing 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.
® denote a registered trademark of The Equitable Life Insurance Company of Canada -
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Join us for an Equitable Master Class webcast featuring Rob Kochel from Invesco
Equitable® Master Class webcasts offer compelling topics and unique ideas from leading experts to help you manage and grow your business.
Losing a top client is never a pleasant experience because it makes it difficult to maintain current production levels and grow organically.
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• 72.2% of financial professionals lose a top client each year1
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• 61.3% of those financial professionals were “surprised”1
Join us for our Master Class webcast featuring Rob Kochel to discover how it’s surprisingly simple to manage clients. Contrary to most client retention models that are intensive and time consuming, the Golden Hour model aims to deliver maximum benefit at a truly implementable level.
Learn more
Shannon Labby
Vice-President, National Investment Sales
Equitable
Rob Kochel,
Director
Invesco Global ConsultingDate posted: March 27, 2024
Continuing Education Credits
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.
1Source: Study of 405 financial professionals, as conducted by R.A. Prince & Associates, Inc., under a proprietary contract of Invesco Global Consulting during the second half of 2015. Used with permission.
™ and ® denote trademarks of The Equitable Life Insurance Company of Canada.
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Build more meaningful connections with help from Equitable and Franklin Templeton Academy
Equitable® Savings & Retirement and Franklin Templeton Academy have teamed up with two On-Demand webcasts that can easily fit into any summer schedule.
Reaction to Reason
Emotional intelligence is the capacity to be aware of, control, and express one's emotions, and to handle interpersonal relationships judiciously and empathetically.
Jenn Louth, Senior Learning Consultant, will discuss how advisors can incorporate emotional intelligence into their practice to foster deeper client relationships.
Register to watch
The Intergenerational Divide
It’s critical to develop meaningful relationships with valued clients’ families, loved ones, and heirs.
Presented by Jocelyn Duncan, Learning Consultant, this session is designed to help you build a bridge with the next generation and equip you with tools and resources.
Register to watch
Join your host, Joseph Trozzo, Investment Sales Vice President, Equitable, along with the Franklin Templeton Academy this summer to learn how you can foster deeper client relationships and more meaningful connection in your practice.
Continuing Education Credits
These webcasts have been accredited for 1 Life continuing education (CE) credit with the Insurance Council of Manitoba and Alberta Insurance Council for all provinces excluding Quebec. To be eligible for CE credits, you must register individually, watch the webcast in full and complete a short quiz. These webcasts are available in English only.
Date posted: July 17, 2024 -
Reframing retirement with help from Equitable and the Franklin Templeton Academy
Equitable® Savings & Retirement and Franklin Templeton Academy have teamed up again with two pre-recorded On-Demand webcasts that can help you reframe retirement goals and planning discussions with clients.
Rethinking Retirement Income
The traditional view of retirement income assumes clients will need a specific percentage of their annual pre-retirement income through their senior years. In this session you will learn how our notions of retirement have changed over the years, the difference between the traditional and goals-based planning approaches, and how we can help you implement a goals-based retirement income planning strategy.
Register to watch
Ethics of Aging
According to Statistics Canada, by 2036, Canadians aged 65 and older are estimated to represent 24% of our total population. In this session, you will learn about challenges that come with aging, helping clients prepare for the worst, and identifying and handling elder financial abuse.
Register to watch
Join your host, Joseph Trozzo, Investment Sales Vice President, Equitable, along with guest speaker Jocelyn Duncan, Senior Learning Consultant with the Franklin Templeton Academy, to reframe retirement and help clients develop a strategic retirement mindset.
Continuing Education Credits
These webcasts have been accredited for 1 Life continuing education (CE) credit for all provinces excluding Quebec via the Insurance Council of Manitoba and Alberta Insurance Council. To be eligible for CE credits, you must register individually, watch the webcast in full and complete a short quiz. These webcasts are available in English only.
Date posted: December 19, 2024 -
A message from Cam Crosbie
What an exciting year it’s been at Equitable®. There’s more to come in 2025!
In this short video, I share with you some of the things we’ve done to show our commitment to you in 2024 and some of the great things we’ve got planned for 2025.
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.
Please take a few minutes to watch the video.
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Cam Crosbie,
Savings & Retirement Holiday Hours
Executive Vice-President, Savings and Retirement Division
Equitable
All transaction requests to be handled same business day must be submitted in good order by:- • December 24, 2024, 11:00 a.m. ET
- • December 31, 2024, 11:00 a.m. ET
- • December 31, 2024, 11:59 p.m. ET
- • December 24, 2024, 4:00 p.m. ET
RRSP deposits to be considered for the 2024 tax year must be:- Dated March 3, 2025, or before
- Must be submitted to Head Office in good order by March 7, 2025, by 4:00 p.m. ET
- March 3, 2025, 11:59 p.m. ET
- RRSP loan deposits must be received by March 14, 2025, by 4:00 p.m. ET
Note: Transactions submitted after these dates will not receive a 2024 contribution receipt
Date posted: December 5, 2024 -
A message from Cam Crosbie WFG
What an exciting year it’s been at Equitable®. There’s more to come in 2025!
In this short video, I share with you some of the things we’ve done to show our commitment to you in 2024 and some of the great things we’ve got planned for 2025.
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.
Please take a few minutes to watch the video.
Cam Crosbie,
Savings & Retirement Holiday Hours
Executive Vice-President, Savings and Retirement Division
Equitable
All transaction requests to be handled same business day must be submitted in good order by:- • December 24, 2024, 11:00 a.m. ET
- • December 31, 2024, 11:00 a.m. ET
- • December 31, 2024, 11:59 p.m. ET
- • December 24, 2024, 4:00 p.m. ET
RRSP deposits to be considered for the 2024 tax year must be:- Dated March 3, 2025, or before
- Must be submitted to Head Office in good order by March 7, 2025, by 4:00 p.m. ET
- March 3, 2025, 11:59 p.m. ET
- RRSP loan deposits must be received by March 14, 2025, by 4:00 p.m. ET
Note: Transactions submitted after these dates will not receive a 2024 contribution receipt
Date posted: December 5, 2024