Announcing changes to our Edmonton and Toronto Atria offices

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On May 13, 2009, Sun Life Financial Canada announced decisions to transition its Group Benefits Customer Care Centre, Organizational Effectiveness and Health & Dental claim functions at our Toronto Atria site and the Health & Dental claim function at our Edmonton site to our Waterloo Westmount and Montreal offices. These moves will be completed no later than July 2010.

Why are we making these changes?

We’re committed to providing the best customer service possible and maintaining a strong organization. The changes we’re making will result in a more consistent experience for you and your plan members by allowing for more effective knowledge sharing, training, and balancing of workloads.

Technology continues to impact the way health and dental claims are adjudicated, with a continued increase in the use of online claim submissions by plan members, additional provider submissions and the leveraging of scanning technologies. These technological enhancements will continue to alter the face of claims adjudication over the coming years and these moves will ensure we are ready for these changes.

What’s the impact?

While some of our Group Benefit teams will be impacted by the transition, we do not anticipate any impact to you or your plan members – we hope to gain efficiencies during the transition. These moves do not affect our Group Benefits Sales and Service team in Edmonton, or our Edmonton Disability claims office. 

We are committed to providing plan sponsors and members with a high quality service experience, and we will be taking steps through the transition to ensure that there is no impact to our service levels. These steps include the retention of key talent through relocation or alternate work arrangements.

These measures were taken as a proactive approach to make the best use of the offices we own by consolidating similar functions in fewer locations, and to maximize efficiencies throughout our organization. Sun Life is a strong and healthy company that is well capitalized and our focus on providing the best possible customer service continues to be a top priority.

Questions?

Please contact your Sun Life Financial group representative.