Our Service Standards
Service standards apply when all required information is received and in good order. If more information is required, the service standard timeline restarts.
| Service/Transaction | Processing Time |
|---|---|
| Life New Business | |
| Application processing – Paper or electronic | 1–2 business days |
| Policy settlement – Documents required to place policy in force | 98% completed by end of business week |
| Policy issuance | 1–3 business days |
| Advisor Contracting | |
| New agent contract set-ups – Sponsorships | 5 business days |
| Licensing and E&O updates – License renewals and E&O updates for existing agent records |
5–7 business days |
| Buy and sells – Complete or partial blocks of business sold to another advisor or distributor |
10–15 business days |
| Contact Centre | |
| Speed to answer | 75% of calls answered within 120 seconds |
| Inforce Business | |
| Financial requests – Disbursements due to full or partial surrenders, loans and withdrawals |
5–7 business days |
| Banking changes – Banking information and draw date changes | 3–7 business days |
| Non-financial changes – Address, beneficiary and ownership changes | 5–15 business days |
| Policyholder requested fund-related transactions –Universal life and segregated funds, including fund transfers, allocation changes, rebalancing, dollar cost averaging, and bulk fund transfers |
1–2 business days |
| Email correspondence response time after initial auto-acknowledgement | 7–10 business days |