Common FAQs about Special Handling
How do I change the legislation of a locked-in account?
Updating a client's account legislation for their account is essential to ensure compliance with current financial regulations and laws.
In order to submit this request, you will need:
- A signed Locked-in Legislation Addendum
Learn how to submit a Account Legislation Update Request
How do I update a client's marital status due to a breakdown?
You will need to submit a ticket in Special Handling called "Marital Breakdown". Attach a signed T2220 - Transfer Due to Marital Breakdown . Please ensure that the attached form has been signed by both spouses or a Certificate of marriage if only signed by one spouse, and the information provided in the previous step matches the details on the form.
Where do I find the unlocking forms when unlocking from a LIRA?
For Alberta:
Please provide the below details and attach the applicable unlocking form(s) signed by the client.- For Alberta locked-in plans, please refer to the following links: Forms related to Alberta Locked-In Plans and Application for One-Time 50% Unlocking from a LIRA
- Please note, once the 50% Unlocking (Alberta) request has been completed for the LIRA account, you must then submit a Transfer request under the Cash and Security Management tab to rollover the remainder of the account to a LIF account
For Non-Alberta:
- For federal locked-in plans, please refer to the following link based on the nature of the unlocking request: Federal Forms
- For provincial locked-in plans, please refer to the following links based on the province that the plan is registered in: British Columbia, Manitoba, New Brunswick, Ontario, Saskatchewan
- Please note, to process a 50% unlocking from a locked-in account (Non-Alberta) you must first submit a request to rollover the entire account to a LIF account before submitting this 50% Unlocking Request
My client passed away. How do I let Optimize know and what do I have to submit?
When your client has passed away you will need to submit a "Client Passed Away" request in Special Handling. As a result of submitting this ticket and indicating that the client is deceased:
1. All correspondence will be stopped
2. All currently active systematic plans on the deceased client's accounts will be stopped
My client holds GICs that have not yet matured and I need to settle their estate. What is the process?
If your client holds GICs that have not yet matured and you need to settle their estate, the process involves providing the necessary documentation to Optimize where the GICs are held. You will need to submit a copy of the client's death certificate, along with any other required forms or information requested by the institution.
Learn more about which documentation you need
Also, you will need to submit an Estate Request.
How can I rebate a client's account for a charge that they incurred?
This Request can occur by adding funds or reducing charges to their account balance. You will need to submit a Crediting Client Account Request.
How long does it take to update client information at the custodian?
Updating client information requests are generally completed in 7 business days.
How do I cancel a Special Handling request?
To cancel a Special Handling request on the CRM, you can follow these steps:
- Navigate to the ticket where you submitted the request.
- Look for the action button on the ticket.
- Click on the action button and then click on cancel.
- Follow any additional prompts or confirmation steps, if required.
- Once the cancellation process is complete, ensure to verify that the banking request has been successfully cancelled.
By following these steps, you can easily cancel a banking request on the CRM system, providing you with control and flexibility in managing banking activities for your clients effectively.
If you require assistance with cancelling your request, please reach out to us at service@optimize.ca
How do I transfer from a LIRA to a LIRA due to a marital breakdown?
Please read this article to learn how to submit a marital breakdown service request.