Making it easier for Clients to do business with us. Request Centre and new Inquiry function

June 17, 2024

In 2023, we launched the Request Centre - one of our primary innovations designed to drive greater efficiency and convenience into daily activities. After an extremely successful pilot, we’ve gradually made the portal available to the majority of our Clients (over 5400). The focus was made on Clients who submit paper requests. This year, we’re rolling out new features and enhancements to the portal.

What’s in it for your Clients?

  • One place for request management and organizing active work.
  • Up-to-date status & progress tracking.
  • Secure transmission of documents.

What’s new in 2024?

More additional features will become available this year, including:

  • Inquiry function

The conversation thread experience will allow Clients to ask questions or add comments to their request. Organized conversation with the Operations team will help manage more complex inquiries.

  • Search capability

Ability for Clients to search their submissions for a historic case by member’s last name, first name, member ID, request type etc.

  • Proactive email notifications

No need to always come into the Request Centre. We’ll let you know via email when the status of your request has changes (for ex. we’ve provided a response to your inquiry or need additional information).

What you need to know:

We've started to launch the Inquiry function with a phased approach. The pilot was launched on May 21 and provided 75 Clients with access to the new Inquiry feature. We’ll be adding more plan sponsors over the coming months, aiming to make the feature available to majority of our Clients by the end of the year.

Here is a short video to give you a sneak peek into Request Centre and the new Inquiry function Request Centre video.

Saty tuned for more updates and information!

Questions?

Please contact your Group Retirement Services Representative.