Service standards apply when all required information is received and in good order. If more information is required, the service standard timeline restarts.
Application processing, paper or electronic
1 to 2 business days
Policy settlement, documents required to place a policy in force
98% completed by end of business week
Policy issuance
1 to 3 business days
New agent contract set-ups
5 business days
Licensing and E&O updates for existing agent records
5 to 7 business days
Buy and sells, complete or partial blocks of business
10 to 15 business days
Speed to answer
75% of calls answered within 120 seconds
Financial requests: disbursements due to full or partial surrenders, loans and withdrawals
5 to 7 business days
Banking changes: banking information and draw date changes
3 to 7 business days
Non-financial changes: address, beneficiary and ownership changes
5 to 15 business days
Policyholder requested fund-related transactions
1 to 2 business days
Email correspondence response, after initial auto-acknowledgement
7 to 10 business days
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