Coverage inquires:
You can check your benefits booklet or sign in to www.sunlife.ca/member and select ’my coverage’ from the ‘my health and well-being’ section.

Eligibility inquiries:
Sign in to www.sunlife.ca/member to check current eligibility for many expenses (i.e. vision care, dental procedures) or to check the amounts claimed versus your coverage to determine the remaining amount for a particular expense.

If you need additional information about your coverage or eligibility, please call our customer care centre at 1-800-361-6212, Monday to Friday, 8 a.m. to 8 p.m. ET, or sign in to www.sunlife.ca/member to send us a secure message.

Submitting a claim:
To find out if you can submit a claim online or to obtain a personalized claim form, sign in to www.sunlife.ca/member and select ‘my claims’ from the ‘my health and well-being’ section.

Remember to submit a signed claim form, the original receipts, and a copy of the claim statement from the first payor if this is a co-ordination of benefits (COB) claim.

Some claims may be submitted directly by your pharmacist or dentist. Sign in to www.sunlife.ca/member and select ‘my coverage’ from the ‘my health and well-being’ section to print a coverage card.

If you need help submitting your claim, please call our customer care centre at 1-800-361-6212, Monday to Friday, 8 a.m. to 8 p.m. ET, or sign in to www.sunlife.ca/member to send us a secure message.

Checking your claim status:
To check your claim status online, sign in to www.sunlife.ca/member and select ‘my claims’ from the ‘my health and well-being’ section. You can also obtain these details via our automated telephone system, through a customer care centre representative at 1-800-361-6212, Monday to Friday, 8 a.m. to 8 p.m. ET, or by sending us a secure message. Please allow for sufficient mailing/processing time.

Did you know? If you sign-up for paperless statements, we will email you when your claim is paid.

Claims are subject to your contract provisions. The claim statement, either sent to you by mail or obtained online, provides details on how the claim was processed. For additional explanation or if there was an error entering your claim, call our customer care centre at 1-800-361-6212, Monday to Friday, 8 a.m. to 8 p.m. ET, or sign in to www.sunlife.ca/member to send us a secure message.

If additional details were requested to process your claim, submit the requested information to the claims office with a copy of the claim statement.

Didn’t receive your payment?
If your claim submission has been delayed or lost in the mail, please resubmit your claim with copies of the required documentation, indicating that this is a second submission.

If your claim payment cheque has not arrived after allowing sufficient processing/mailing time, you can request the cheque be re-issued by contacting our customer care centre at 1-800-361-6212, Monday to Friday, 8 a.m. to 8 p.m. ET, or signing in to www.sunlife.ca/member to send us a secure message.

Did you know? If you sign-up for paperless statements, your claim payments can be deposited directly in to your bank account.

Depending on your plan, you can enrol, make a contribution, transfer and/or withdraw online. Sign in to www.sunlife.ca/member, select ‘my info Café’ from the ‘my financial future’ section. You’ll be able to request a transaction using the options in the ‘Requests’ menu. You can also call our customer care centre at 1-866-733-8612, Monday to Friday, 8 a.m. to 8 p.m. ET, or send us a secure message.

Transferring money:
You can transfer your current assets online from one group retirement savings plan to another, if applicable to your plan. Sign in to www.sunlife.ca/member, go to ‘my info Cafe’ and select ‘Transfer’ from the ‘Requests’ menu.

Changing your fund line-up:
You can change your fund line-up or investment mix for your future contributions, if applicable to your plan. Sign in to www.sunlife.ca/member, go to ‘my info Café’ and select ‘Investment Instructions’ from the ‘Requests’ menu.

Important: To change your investment mix for both your current and future assets, you must request both a ‘Transfer’ and provide new ‘Investment Instructions’.

If you need additional help transferring money or updating your fund direction, please call our customer care centre at 1-866-733-8612, Monday to Friday, 8 a.m. to 8 p.m. ET, or sign in to www.sunlife.ca/member to send us a secure message.

Leaving your group plan for a new job, a change in employment status or retirement doesn’t mean you have to leave your employee group benefits behind. Sun Life Financial’s My CHOICE plans are designed to go where you go. You may be eligible to maintain life and health coverage and continue your savings plan with Sun Life Financial. Simply call our Client Solutions Centre at 1-877-893-9893, Monday to Friday between 8 a.m. and 8 p.m. ET and one of our Financial Services Consultants will walk you through your options.

Please note: If you are leaving a group savings plan, your previous employer will contact us to inform Sun Life Financial of your employment change. You should receive a savings information package from us within 4-6 weeks.

Yes, please contact your advisor or call our customer care centre at 1-877-786-5433 (1-877-SUN-LIFE), Monday to Friday, 8 a.m. to 8 p.m. ET, to arrange the withdrawal.

The cash value at the most recent policy anniversary is available on your annual statement; otherwise current-dated values can be obtained by calling our customer care centre at 1-877-786-5433 (1-877-SUN-LIFE), Monday to Friday, 8 a.m. to 8 p.m. ET.

To confirm if there is any money that you can withdraw from your policy, please contact your advisor or call our customer care centre at 1-877-786-5433 (1-877-SUN-LIFE), Monday to Friday, 8 a.m. to 8 p.m. ET.

Coverage obtained through an advisor:
To confirm if your premiums have been paid to date or what your premium will be at the next term renewal, please contact your advisor or call our customer care centre at 1-877-786-5433 (1-877-SUN-LIFE), Monday to Friday, 8 a.m. to 8 p.m. ET.

Optional coverage obtained through an employer (premiums paid by credit card or bank account):
To confirm if your premiums have been paid up-to-date, please call our customer care centre at 1-800-669-7921 or, if you live in the Toronto area, please call 416-408-7390, Monday to Friday, 8:30 a.m. to 5 p.m. ET.

Coverage obtained through an Association or Affinity group:
To confirm if your premiums have been paid up-to-date, please call our customer care centre at 1-800-669-7921 or, if you live in the Toronto area, please call 416-408-7390, Monday to Friday, 8:30 a.m. to 5 p.m. ET.

Coverage obtained online or on the phone:
To confirm if your premiums have been paid up-to-date, please call our customer care centre at 1-800-669-7921 or, if you live in the Toronto area, please call 416-408-7390, Monday to Friday, 8:30 a.m. to 5 p.m. ET.

Coverage obtained through an advisor:
You can update your personal information by mailing or faxing a written request. You can also contact your advisor or call our customer care centre at 1-877-786-5433 (1-877-SUN-LIFE), Monday to Friday, 8 a.m. to 8 p.m. ET.

   Mailing address:
   227 King Street South
   PO Box 1601 Stn Waterloo
   Waterloo, Ontario
   Canada N2J 4C5

   Fax numbers:
   1-866-487-4745 (in Canada)
   1-519-888-2164 (outside Canada)

Coverage obtained through your employer:
You may be able to update your personal information online. Sign in to www.sunlife.ca/member and select ‘Personal Info’ from the ‘Profile’ section. You can also call our customer care centre at 1-866-896-6976, Monday to Friday, 8 a.m. to 8 p.m. ET, or sign in to www.sunlife.ca/member to send us a secure message.

Optional coverage obtained through your employer (premiums paid by credit card or bank account):
Call our customer care centre at 1-800-669-7921 or, if you live in the Toronto area, please call 416-408-7390, Monday to Friday, 8:30 a.m. to 5 p.m. ET.

Coverage obtained online or by phone:
Call our customer care centre at 1-800-669-7921 or, if you live in the Toronto area, please call 416-408-7390, Monday to Friday, 8:30 a.m. to 5 p.m. ET.