Ana, 47, lives in Winnipeg, Manitoba, with her husband and two teenagers. Three years ago she bought a non-registered segregated fund contract with a 10-year maturity guarantee and a deferred sales charge schedule. She now calls her agent to say she has lost her job as a warehouse supervisor and will need cash for household bills within 6 months. Her husband's wages cover about half of the family's expenses. Apart from the contract, she has $15,000 in a savings account and no other investments. What should the agent do?
Know-your-customer information must be kept current, and a material change in circumstances, such as a job loss and a short-term cash need, calls for an updated profile and a review of suitability. Withdrawals are possible, though they reduce guarantees and may trigger charges. Source: CCIR/CISRO Segregated Funds Guidance (Nov 2025), s. 3 (know your customer and suitability) (as at 12 Oct 2026); CISRO LLQP Curriculum (May 2015), Segregated Funds and Annuities module, component 1.1 (client's situation, investment objectives and investor profile).
Treating KYC as a one-time form.
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