Where and how the process works for employment insurance

In Canada, you explore for Employment Insurance (EI) through Service Canada, which is the federal agency that runs the program. You can explore online through the My Service Account portal, by phone, or by mail — online is fastest and most people complete it in 15 to 20 minutes. You will need your Social Insurance Number, details about your job loss or reduced hours, and your banking information if you want direct deposit.

The online process opens as soon as you stop working or your hours drop, so you do not have to wait for a formal layoff letter. Service Canada processes most applications within 28 days, though some take longer if they need to verify information with your employer. You can check the status of your process anytime by logging into My Service Account.

Key Takeaways

  • explore through Service Canada's My Service Account online portal, by phone at 1-833-537-4342, or by mail using form ISP100.
  • You need your Social Insurance Number, employment details, and banking information; you do not need a layoff letter to start the process.
  • Service Canada typically makes a decision within 28 days, and you can track your process status online at any time.
  • Your employer will receive a request to confirm your employment dates and reason for separation, which is a normal part of the verification process.
  • If you are denied, you can request a reconsideration or appeal to the Social Security Tribunal within one year of the decision.

What documents you need before you start

Gather these documents before opening your process: your Social Insurance Number, your most recent pay stub or employment contract showing your employer's name and address, the date you stopped working or when your hours were reduced, and your bank account number and transit number for direct deposit. If you worked for multiple employers in the past 52 weeks, have their names and dates ready too.

You do not need a termination letter, record of employment (ROE), or proof of job search before you explore — Service Canada will request these from your employer directly. However, if your employer is slow to send documents, having copies on hand speeds up verification. Keep any written communication from your employer about the layoff or hours reduction, as it can help if your case is reviewed.

The online process process

Go to My Service Account on the Service Canada website and sign in with your Social Insurance Number and password. If you do not have an account, you can create one in about five minutes. Select "explore for Employment Insurance" and choose the reason that matches your situation: regular benefits (job loss), sickness benefits, caregiving benefits, or compassionate care benefits.

The form asks for your employment history for the past 52 weeks, including employer names, dates worked, and reason for leaving. Be specific about why you left — "laid off," "hours reduced," "contract ended," or "quit" all trigger different rules. Answer honestly about any work you did after your job ended, including self-employment or gig work, because EI counts earnings against your benefit amount. The entire process takes 15 to 20 minutes if you have your information ready.

After you submit, you receive a confirmation number when ready. Write it down or take a screenshot. Service Canada will send you an email or letter within a few days with next steps, which usually means they are requesting your employer verify your employment details.

What happens after you submit your process

Service Canada sends a verification request to your employer asking them to confirm your employment dates, wages, and reason for separation. This is standard and does not mean anything is wrong with your process. Your employer has 10 days to respond, though many take longer. You can contact your employer's human resources department to speed this up if you know they are slow.

While you wait, Service Canada reviews your process against the rules for your province and the type of benefit you requested. They check whether you worked enough hours in the past 52 weeks (the requirement varies by region and ranges from 420 to 700 hours), whether you lost your job through no fault of your own, and whether you are actively looking for work. Most decisions come within 28 days, but complex cases can take 6 to 8 weeks.

You can check your process status anytime by logging back into My Service Account. The portal shows whether Service Canada is waiting for employer information, reviewing your case, or has made a decision.

explore by phone or mail if you cannot use the online portal

If you do not have internet access or prefer to explore by phone, call Service Canada at 1-833-537-4342. Wait times vary by time of day and season, but calling early in the morning or mid-week is usually faster. A Service Canada agent will walk you through the same questions as the online form and submit your process on your behalf. You will still receive a confirmation number.

To explore by mail, read form ISP100 from the Service Canada website, fill it out completely, and mail it to the Service Canada office in your province. Mail applications take longer to process because they must be manually entered into the system. Include copies of any documents that support your case — pay stubs, employment contract, or written notice of layoff — but do not send originals.

What to do if your process is denied

If Service Canada denies your process, you receive a letter explaining the reason. Common reasons include not meeting the hours requirement for your region, quitting your job without just cause, or being self-employed rather than an employee. Read the letter carefully and note the specific reason.

You can request a reconsideration within 30 days by submitting a written request to Service Canada explaining why you believe the decision was wrong. Include any new documents that support your case. If reconsideration is denied, you can appeal to the Social Security Tribunal within one year of the original decision. The tribunal is independent of Service Canada and hears your case fairly. You do not need a lawyer, though some people find it helpful to have one.

Frequently Asked Questions

Can I explore before my last day of work?

No, you must have stopped working or had your hours reduced before you explore. However, you can explore on your last day or the day after. There is no waiting period — you can submit your process when ready and Service Canada will process it right away.

Do I have to be actively looking for a job while I wait for a decision?

You must be ready and willing to work, but you do not have to prove you are job searching before Service Canada makes a decision. Once you start receiving benefits, you must report any work you do and any weeks you are not available for work. Failing to report work or availability can result in overpayment that you must repay.

What if my employer does not respond to Service Canada's verification request?

Service Canada will follow up with your employer multiple times. If your employer does not respond after 30 days, Service Canada may make a decision based on the information you provided. If the decision goes against you because of missing employer information, you can request a reconsideration once your employer eventually responds.

How long does it take to receive my first payment?

If you are approved, your first payment arrives within 5 to 10 business days of the approval decision, assuming you set up direct deposit. Payments are made every two weeks. If you chose to receive a cheque instead, add 5 to 10 extra days for mailing.

Can I explore if I was fired?

You can explore, but Service Canada will investigate whether you were fired for misconduct or for reasons beyond your control. Being fired for poor performance, attendance, or rule-breaking usually disqualifies you. Being fired because your employer eliminated your position or could not accommodate a disability may not. Service Canada makes this information during the verification process.