Renewal FAQs
Personal Information and Coverage
How do I update my contact information?
Simply log on to our Client Portal and review your details like email address, mailing address and phone number. Consider adding a personal email address instead of a work email in case your employment changes in the coming year.
You can read more tips on our blog.
How do I update my beneficiary/beneficiaries?
To review your beneficiaries, log on to the Client Portal.
Updating your beneficiaries is a two-step process:
1. After making changes, click Save.
2. On the next screen, click Submit to finalize the update. This will guide you through the electronic signature process to complete the change.
How do I check if I have sufficient coverage?
Review your current coverage on our Client Portal and take our handy Needs Assessment to check how much coverage you should have. To add a spouse or discuss your insurance needs, book an appointment with a Licensed Advisor or give us a call at 1-800-661-6430.
I have multiple certificates. How do I access them on the Client Portal?
To locate your other certificates on the member portal, please click the “v” beside your last name on the main page. You can then toggle back and forth between the certificates.
Payments
How do I sign up for the Client Portal?
You can create an account in a few easy steps:
1. Go to the Client Portal.
2. Click Create an Account located under the Sign In button.
3. Check your inbox to verify your email address.
4. Enter your information as prompted. Please enter information exactly as written below, as registration can be case sensitive.
Enroll as an Individual
ID Number: (xxxxxxxx)
Name on file: (Name on file)
Date of birth: (dd-mmm-yyyy)
5. Select whether you want to receive notifications.
6. ... And you’re done!
Can I pay over the phone?
We no longer take credit card payments over the phone to protect your privacy and security. However, you can pay by credit card via the Client Portal.
How do I pay using credit card?
Log in to the Client Portal. Click on Invoices in the menu on the left-hand side of your screen, then click Pay Now.
Please note: If paying by credit card, your invoice will continue to show the balance due; however, once paid, the “Amount Due” section should have a zero balance.
How do I pay using online banking?
To pay with Online Banking, your account number is the last 5 digits of your Certificate Number.
Please note: It may take 3-5 business days for your payment to be applied. The “Amount Due” section will show $0 once payment has been applied.
Can I pay by cheque?
Yes. However, please be advised that your payment may be delayed if you send a cheque through regular mail. The quickest way to renew your coverage is to pay by credit card through the online portal.
How do I sign up for monthly pre-authorized payments?
To sign up for monthly pre-authorized payments, please complete this form.
Why does my invoice still show a premium amount after I've paid?
Your invoice always displays the premium amount as a record of the policy charges. It's not a live invoice and doesn't update in real time. However, if the "Pay Now" button is no longer visible and the balance shows $0, this means your policy has been paid in full and no further action is required.
Premiums
What are age band premium changes?
These increases may be due to your moving up in our age brackets, which increases the cost of insurance. You can find age band charts in the Individual Insurance Summary.
What factors impact my Long-Term Disability and Office Overhead rates?
Several factors contribute to changes in Long-term Disability (LTD) rates, including claims experience, economic factors, medical trends, regulatory requirements, and underwriting considerations.
We always work to keep your rates as low as possible. However, the claims within our plan and in the marketplace continue to increase. This year, there is a smaller increase in LTD rates to allow us to continue providing comprehensive, long-term coverage at competitive rates.
What factors impact my Term Life rates?
We’re excited to pass along savings to you in 2025-2026! Due to positive plan performance, many of our life rates decreased this year.
As a not-for-profit organization, our goal is to provide the best value to our clients. CPA Insurance Plans West operates on a fully pooled experience-rated plan, where we assess risk and determine premiums based on the collective experience of the entire pool rather than through an individual’s claim history.
We calculate premiums by considering the overall claims and administrative costs of all entities insured within the pool. This allows us to distribute risk evenly among all clients to ensure sustainability. We also consider factors such as inflation and industry trends, with the aim of keeping premiums stable for all clients to enhance accessibility.
By participating in our fully pooled, experience-rated plan, you enjoy a collective approach to risk management, resulting in more predictable costs than traditional individual rating methods.
Why am I getting a reduction in coverage due to age?
Our Term Life has been extended to 75 years old. However, with this extension, there was a reduction clause, where your coverage will be reduced at ages 66 and 70. For more coverage details, review our Individual Insurance Summary.
Why is there no experience refund?
We have restructured our pricing this year. Any experience refund has been built into our rate table for a more consistent pricing approach.