In-force client service standards

Important information about our service standards:

Unless specifically stated otherwise, the key processes include the service standards for Life, Universal Life, Critical Illness, and Wealth products (which include Guaranteed and Payout Annuity Products).
The service standards provided are based upon all completed requirements having been received.
A service standard of 1 business day means that any request received today, will be processed or responded to by the end of the following business day.
A notification is sent to the advisor of record upon completion of the request.

Inforce Insurance Service Delivery by Key Process (in business days)	Service Level Target	Current Service Level	Service Level Status
Accounting History	10	7	Yes
Beneficiary Change	5	7	No
Illustrations	10	4	Yes
Inquiries	15	9	Yes
Ownership Change	20	11	Yes
Premium Payment Change	7	6	Yes
Contact Changes (address, email)	5	7	No
Plan Change without UW	20	11	Yes
Plan Change with UW	30	34	No
Reinstatement	20	18	Yes
Surrender	5	9	No
Withdrawal/Loans/Transfers	5	5	Yes

Service standard description for wealth
Key process for Wealth	Service Standards for Wealth
Investment direction on wealth products	2 business days and effective the date received.
Wealth income payment updates Includes new additions or change to existing income payments on wealth products	Processed within 2 business days
Withdrawals on wealth products	1 business day and sent via cheque
Cheque holds for guaranteed investment certificates	4 - 7 business days, depending on cheque amount and if deposit was in person. Request for first $100 processed immediately if deposited in person.
Inquiries and investigations	Responded to within 1 - 5 business days, depending upon complexity.
Address changes	Processed within 3 business days.
Beneficiary changes	Processed within 5 business days.
Payments, premiums, deposits and PAC changes	Payments will be processed within 2 business days effective the date received, if received before 4:00 p.m. at our head office.
Internal Transfers within SLF on wealth products	5 business days (backdated to date requested)
Transfers to external company on wealth products (including transfers to CI/SLGI)	Where advisor is the same and no conservation is required, processed within 2 business days.
Transfers with conserve to external company on wealth products (including transfers to CI/SLGI)	Processed within 10 business days, including the 5 day conservation period.
Payout illustrations	Processed within 2 business days. Rates used in the illustration are guaranteed for 3 business days.

Service standard description for claims
Key Process For Claims	Service Standards for Claims
Life claim payments	Life claim payments Life Claims where full requirements are received are paid within 5 to 7 business days.