Service Turnaround Times

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