FAQs

Creating an Account

After I create my Equitable Client Access account, will my policies be visible the next time I Sign in?

No. In order to view your policy you must connect your policy to your Equitable Client Access account.

How do I connect the policy to my account?

Once you have logged into client.equitable.ca. You can click on the green Connect Policy button. It will bring up a screen where you will enter your policy number, postal code, and date of birth of the insured/annuitant. Click on the “Add” button. Your policy will be instantly connected to your account.

My spouse and I are joint owners on an Equitable Life policy. Can we both create an account and have access to this policy information?

Yes, you may each create your own account. However, only one joint owner may attach the joint policy to their account in Equitable Client Access. In order to give the other joint owner the ability to view this policy, contact the Individual Contact Centre – 1-800-668-4095 for assistance.

General Questions

When is Equitable Client Access available for viewing?

Equitable Client Access will be available to users 23 hours per day / 7 days per week. The system will be updated each day in the early morning hours and will not be available for viewing for approximately 1 hour. Notification will be posted on the site to inform users of any extended outages which may occur from time to time for system maintenance.

How current is the data displayed in my account?

The data displayed in Equitable Client Access is shown in ‘real’ time. This enables you to view information as soon as it is processed on Equitable Life systems.

Will all mail relating to my policies be sent electronically to my Equitable Client Access inbox?

Yes. By creating an Equitable Client Access account all your policy mail, including statements, will be sent electronically to your Equitable Client Access inbox, as well as being mailed (Canada Post) to you. In the future, you will have the option to select how you would like your policy mail sent to you.

Technical

If I have problems connecting to my Equitable Client Access account who should I contact?

If you have problems connecting to any website, then please contact your internet service provider for assistance. If internet connectivity is not the problem, and you are still having difficulty connecting to your Equitable Client Access account, contact the Individual Contact Centre – 1-800-668-4095 for assistance.

Is there any online help available on the Equitable Client Access site?

Yes. Tool Tips are found throughout the site – hover over the icon to reveal helpful information.

Security

How secure is the Equitable Client Access site?

Equitable Client Access uses the SSL (Secure Socket Layer) communications protocol to send information to and from your computer. The role of this protocol, recognized by the most popular Web browsers (Mozilla Firefox, Explorer), is to encrypt the data during transmission so that unauthorized persons cannot read it.

Will my Equitable Client Access account log off after a period of inactivity?

Yes, after 30 minutes of inactivity your Equitable Client Access account will be logged off for security purposes. In order to return to your session, you will be required to log in.

Policy Related Questions

If I have questions about my policy who should I contact?

Please contact your personal financial advisor. Advisor contact information can be found on your current policy statement, and also in your Equitable Client Access account. At the Account Overview screen click on your policy to display the policy details. Click on the Advisor tab to access your advisor contact information. If you do not currently have an advisor, contact the Individual Contact Centre – 1-800-668-4095 for assistance.

Will my Advisor be able to view my Equitable Client Access account?

No. Your advisor will not be able to view your Equitable Client Access account. Your advisor will be able to view a similar program which they can use to assist with any inquiries you have about your policy.

Can I change my address in the Equitable Client Access site?

No. You can however change your address in Equitable Life’s corporate website: go to www.equitable.ca / Resources/ Individual Forms / Address Change and complete the email. Be sure to include your full name, all your policy numbers, and your former and new addresses.

What happens if I terminate my policy with Equitable Life?

Should you cease to be an Equitable Life policy owner your access to Equitable Client Access will be terminated.

Can I update my personal information in the Equitable Client Access site?

Yes, you can update your personal information that appears in your Equitable Client Access account by going to Profile, clicking on Edit and making your changes. This will update your personal information on the Equitable Client Access site only. It will not update your personal information on the Equitable Life Systems. To ensure that all your policies are updated on all Equitable Life systems, please contact the Individual Contact Centre – 1-800-668-4095.

Can I change my beneficiary information in the Equitable Client Access site?

No. You can however access the required form to change your beneficiary in Equitable Life’s corporate website: go to www.equitable.ca / Resources/ Individual Forms / Beneficiary Change Request Form. You would mail the completed form to our Head Office in Waterloo, Ontario. You could also contact your personal financial advisor for assistance with this.

Can I request a different servicing advisor in the Equitable Client Access site?

No, you cannot request a different servicing advisor from Equitable Client Access. Please contact the Individual Contact Centre – 1-800-668-4095 for assistance.