COVID-19 update – new Canada Life policies

We at Canada Life continue to closely monitor the ongoing and evolving COVID-19 situation. We are committed to serving our customers and our advisors through this difficult time. We hope these updates may act as reference for you in managing your own business and inform you of the efforts we are making to ensure the health and safety of our people, customers and communities. 

1. Continuing to connect with clients

We know that connecting with your clients continues to be a top priority and is especially important for them in this uncertain and fearful period. Here are some tips to follow to help you continue to have meaningful engagements with your clients: 

·        Meet virtually, leveraging technology such as Skype or Teams, especially if your client is considered vulnerable (due to age or a pre-existing medical condition).

• If you’re both comfortable and plan to meet in-person confirm that no one present has travelled anywhere outside Canada within the last two weeks, or is exhibiting any adverse symptoms (fever, cough or shortness of breath).

·        Exercise caution with hand washing and recommend a no-handshake policy. 

·        Leverage the market update information provided by Canada Life to help address their questions. Market updates will occur every Wednesday, with updates from our medical and market experts. 

Hear from Jeff Macoun, President and Chief Operating Officer, Canada, about how we’re supporting clients through COVID-19.  

2. Update on Paramedical

Yesterday we learned that Dynacare is suspending their services effective immediately as a result of the ongoing COVID-19 situation. This obviously raises questions about processing some of your business moving forward. We’re investigating implications due to this change and we’ll provide you with an update as soon as possible.

If you have any questions in the meantime, please reach out to your New Business Associate.   

3. Working from home  

While we remain open for business, we’re taking proactive measures and asking all employees who are able to work from home (WFH) to do so effective immediately. But essential services teams will continue to work in Canada Life offices in order to serve our customers. We’ll continue to look for new ways to transition these teams to WFH wherever possible. 

Our Product Solutions Centre (PSC) teams are fully available, working from home using phone and other virtual connection platforms. But PSC offices are closed, with only limited access for urgent items, such as daily mail pick up. 

4. Quarantine protocols

We’re following guidelines shared from the federal, provincial and local health. At Canada Life, our employees or anyone who works in any of our offices must work from home and must not come into work for a period of 14 days, if:

• They have recently traveled internationally or;
• They have been in close personal contact with anyone who recently traveled internationally or;
• They believe they have contracted the coronavirus or;
• They are exhibiting symptoms of the coronavirus (symptoms can include fever, cough or shortness of breath) or;
• They have come into contact with someone who has been exposed to the coronavirus, even though they have not travelled to any of the listed risk zones

5. Financial Centres

While we appreciate you do not do business with our Financial Centres, we thought you might appreciate knowing the steps we are taking with our centres to support both clients and staff.

Our financial centres are open, but staffing is reduced, with more limited operational and management support on site. Additional support is available remotely.

Customers may visit centres by appointment only. Door signs will instruct visitors without an appointment to contact their advisor or reception to make one.

Staff expecting visitors will need to:

• Screen the customer in advance, confirming they have no flu-like symptoms such as a cough, fever and shortness of breath and have not travelled to or transited through any high-risk locations within 14 days prior to that day.  
• Inform building security the visitor has passed screening and is expected at the date and time arranged.
• Repeat the screening questionnaire to ensure nothing has changed when the client arrives

All offices will display signage advising clients and staff of these conditions.