Customer service monitor
Our priority is to provide the best possible customer service. With this in mind, we've created service monitors that show you our current service and turnaround times.
Employers/Customer service monitor
Providing high quality service for our members and employers is a priority.
Turnaround times
While our service target is three days, the actual turnaround time for our key processes is – on average – less than two days.
Retirement claims |
|
Set-up/election form sent |
1 – 3 business days
To prepare and send a Benefit application form to the member once we receive notice of the retirement from the employer |
|
Benefit processed |
1 – 3 business days
To process the retirement benefit once we receive the completed Benefit application form (or “Advance Election” form) and supporting documents from the member |
Termination claims |
|
Set-up/election form sent |
1 – 3 business days
To prepare and send a Benefit application form to the member once we receive notice of the termination from the employer |
|
Benefit processed |
1 – 3 business days
To process the termination benefit once we receive the completed Benefit application form and supporting documents from the member |
Pension estimates |
|
Estimate processed |
1 – 3 business days
To prepare and send a pension estimate to the member once we receive the request – either a Form 190 - Request for a pension estimate or a signed letter |
Service purchases |
|
Set-up/Cost estimates sent |
1 – 3 business days
To prepare and send the cost estimate and election form to the member once we receive the completed Form 160 - Service purchase application |
|
Purchase processed |
1 – 3 business days
To process the service purchase once we receive the completed Buy-back election form and supporting documents from the member |
Disability claims |
|
Set-up/election form sent |
1 – 3 business days
To prepare and send a Benefit application form to the member once we receive notice of the disability from the employer |
|
Benefit processed |
1 – 3 business days
To process the benefit once we receive the completed Benefit application form and supporting documents from the member |
Pre-retirement death claims |
|
Set-up/election form sent |
1 – 3 business days
To prepare and send a Benefit application form to the survivor or estate once we receive notice of the death from the employer |
|
Benefit processed |
1 – 3 business days
To process the benefit once we receive the completed Benefit application form and supporting documents from the survivor or estate executor/administrator |