As one of Canada’s oldest mutual life insurance companies, we’re in the business of paying out on the promises we make to clients. In 2023, we paid $1.1 billion in claims and benefits.
To receive insurance plan benefits and get reimbursement for eligible expenses covered under your policy, you need to file a claim with us. We’re here to help you through every step of the process. Our goal is to make claims for life insurance, critical illness coverage, investment products and group insurance as smooth as possible.
What type of claim are you making?
Life Insurance or Critical Illness
Savings and Retirement Investment claims
Health and Dental
Claims for Life Insurance or Critical Illness
We understand that filing a claim during challenging times can be overwhelming. Having life or critical illness insurance gives you and your loved ones financial protection when you need it most.
Our highly experienced Insurance Claims team has the skills to support you at claim time. We want to make this process as straightforward as possible, helping you get the benefits meant for your care and protection.
Who can make a claim:
For a life insurance claim:
- a beneficiary named on the policy, or
- the estate representative.
For a critical illness claim:
- the person insured by the policy.
What to have ready:
For a life insurance claim:
- policy number (this 9-digit number can be found on the policy contract)
- insured person’s first and last name
- copy of the death certificate
- name of the legal next of kin (if known)
For a critical illness claim:
- policy number (this 9-digit number can be found in your Client Access account or on your policy contract)
- insured person’s first and last name
- diagnosis and date of diagnosis
At claim time, we’re here to help
Individual Claims Team:
1-800-668-4095
individualclaims@equitable.ca
Here’s what happens next:
- The claim process starts.
After we’re notified of the insured person’s critical illness or death, we will send the claim requirements with instructions.
- Required forms are requested and received by Equitable.
Complete and submit the forms. The insured person’s doctor or coroner may need to sign some forms.
- The claim is reviewed.
We may contact you for more supporting documents such as medical records, proof of age, beneficiary’s identification, proof of death, specialist records, etc.
- A claims decision is made.
Our team will assess the claim and contact you in writing once a decision is made. They will also let you know what the next steps are.
Savings & Retirement Investment Claims
To make a claim for an Equitable Segregated Fund, Daily Interest Account, Guaranteed Interest Account, or Payout Annuity, here’s what you need to know:
Who can make a claim:
- a beneficiary named on the account, or
- the estate representative.
Step 1: Submit a claim
Tell us about the loss of a loved one by contacting the client’s advisor or our Client Care Team.
If you choose to contact us, you’ll need to have the following information ready:
- the contract number or policy number,
- the name of the deceased and date of death, and
- your relationship to the deceased.
We will work directly with the client’s advisor, beneficiary or with the executor of the estate. If you are not the executor, you can still inform us of the death. We will start the claims process right away after being notified.
At claim time, we’re here to help
Client Care Team:
1-800-668-4095
savingsretirement@equitable.ca
Step 2: Prepare the necessary documents
Send us the following documents when ready:
- A copy of the death certificate
- A copy of the deceased’s will
- A claimant statement completed by each beneficiary of the policy. They can be found here:
- Void cheque or bank letter confirming the bank account details for each beneficiary if they want direct payment to their bank account.
We suggest keeping a copy of all documents provided for your records.
We may reach out for additional documents or information, or for return of payments made after the date of death.
Step 3: Paying the claim
Once we’ve got all the requirements, we will pay each beneficiary their portion of the claim benefit. Any applicable tax forms will be sent to the executor or mailed to the estate address on file.
Health and Dental Claims
Want to submit a health or dental claim? There are a few options including online submission through our website or mobile app. Please see the detailed process to guide Equitable group plan members through each step:
Submitting a claim
Our printable health and dental claim forms are available on EquitableHealth.ca.
At claim time, we’re here to help
Health Claims Team:
1-800-265-4556
group-health-claims@equitable.ca
Dental Claims Team:
1-800-265-4556
group-dental-claims@equitable.ca
Contact us
One Westmount Road North
P.O. Box 1603, Stn Waterloo
Waterloo, Ontario N2J 4C7
Phone: 519.886.5210
Toll Free: 1.800.722.6615
