Frequently asked questions

How can we help you today?

How do I find my contract number and member ID?


You can find your contract number and member ID on your claim statement, drug, or travel card.

How do I submit a medical or dental claim through my group plan?


Depending on your plan, Sun Life Financial provides members with numerous ways to submit a group claim whether it is online, on your smartphone or by mail.

Submitting your claims online is a convenient way to get your claims processed. It is quick, easy, and allows you the opportunity to be reimbursed, faster. Why spend time filling out paper forms and waiting for the mail when you can sign in to my Sun Life and make your life easier? For more information on how this works, discover the benefits of going online.

Submitting a claim online:
If you have not yet signed up for direct deposit or online claims, please take a few minutes to register now. You will need your contract number and member ID number, which can be found on your coverage card, your claim statement or your new plan member welcome letter.

If you are already registered, proceed as follows:
  1. Sign in to my Sun Life.
  2. Under the "my health and well-being" section, select "my claims."
  3. If the header "Submit a claim" appears, this indicates you are able to submit a claim online.
  4. Choose the appropriate claim type (i.e., paramedical, vision) and follow the steps.
  5. If the "Submit a claim" header does not appear, you are unable to submit a claim online.
  6. Proceed to the "Submitting a paper claim" directions below.
Submitting a claim on your mobile device:
To submit and track claims through my Sun Life Mobile, download the app to your BlackBerry1® from BlackBerry App World to your iPhone from the Apple App Store or to your Android™ device from the Google Play store. If you use an older Apple, BlackBerry or Android device, or a device that uses a different operating system, you may be able to access our my Sun Life Mobile web app at m.mysunlife.ca. For more information about the app and to view a demo, visit my Sun Life Mobile.

Some claims may be submitted directly by your pharmacist or dentist. Sign in to my Sun Life and select "my coverage" from the "my health and well-being" section to print a coverage card. You can also use your smartphone as your coverage card by accessing my Sun Life Mobile.

Submitting a paper claim:
If you are making a claim for a service you can't submit online, you can print out a paper form that is pre-populated with your personalized information and contract number.

To access your claim forms, sign in to my Sun Life using your access ID and password and follow these steps:
  1. Under my health and well-being, select "Submit a claim" from the "Take me to…" drop-down menu.
  2. Select "Claim form" from the list.
  3. Select the appropriate PDF claim form and fill out your claim information, or print and fill it out manually.
  4. Sign the form, attach all original receipts and mail to the address on the form.
Don't have an account? Register now.

If you have any questions, contact your plan administrator or contact us.

Generic claims forms*
If your organization does not offer personalized claims forms, you can access the most popular generic claim forms.

*Note: Some employers and other organizations offer personalized forms. Use of generic forms by plan members who belong to group plans that use personalized forms is governed by the same terms and conditions set out in the customized form for your plan sponsor. If you are unsure if this applies to you, please sign in to my Sun Life to access your plan's forms or contact your employer.

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

If you need help submitting your claim, contact us at 1-800-361-6212 Monday to Friday, 8 a.m. to 8 p.m. ET, or sign in to my Sun Life to send us a secure message.

1. BlackBerry and the BlackBerry logo are registered with the U.S. Patent and Trademark Office and may be pending or registered in other countries - these and other marks of Research In Motion Limited are used under license. . iPhone is a trademark of Apple. App Store is a servicemark of Apple. Android is a trademark of Google Inc. Google Play is a trademark of Google Inc

How do I find my drug or travel card?


You can find your drug or travel card by signing into www.mysunlife.ca. Once signed in, you can click the "Take me to …" drop-down menu and select "Print drug card" or "Print travel card".

How do I check the status of a submitted group medical or dental claim?


To check your claim status online:
Sign in to my Sun Life.
• Select "my claims" from the "my health and well-being" section.
• Select "Recent claims" under the "View a claim statement" section.

Details can also be obtained in the following ways:
• through the my Sun Life Mobile
• via the Sun Life automated telephone system
• Contact us at 1-800-361-6212, Monday to Friday, 8 a.m. to 8 p.m. ET
• by sending us a secure message on the my Sun Life website.

Please allow for sufficient mailing/processing time before checking claim status.

What is my group coverage or eligibility for a particular medical/dental expense?


Coverage inquires:
You can check your benefits booklet or sign in to mysunlife.ca and select 'my coverage' from the 'my health and well-being' section.

Eligibility inquiries:
Sign in to mysunlife.ca 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 mysunlife.ca to send us a secure message.

What can I do on my Sun Life?


Sign in to mysunlife.ca to access our many self-service options and useful resources to help you manage your benefits plan or your group retirement or savings plan. The my Sun Life website is password protected, fast, convenient and great for the environment. Sign in today to get access to these great features*:

If you have a group benefits plan:
• Sign up for direct deposit and submit your claims online for instant processing to get your money back faster than waiting for a cheque.
• View your claims statements as well as your claims history.
• See details of what's covered under your specific plan.
• Check when you or your family members are eligible for your next glasses or lens purchase, or your next dental checkup.
• Print an "all-in-one" coverage card to keep in your wallet.
• Access and print your customized claim forms.

If you have a group retirement or savings plan:
• View account balances and perform transactions.
• Use online financial tools to create a retirement plan or build your portfolio.
• Get investment performance and other detailed information about your funds.
• View messages and updates from your employer or Sun Life Financial.
• View your personalized action items that are most relevant to you.
• Print duplicates of your original RRSP receipts and/or tax slips.

You can also access many of these features* right in the palm of your hand through my Sun Life Mobile. You can download this app to your BlackBerry from BlackBerry App World or to your iPhone from the Apple App Store. Android and other smartphone users can access my Sun Life Mobile at m.mysunlife.ca. For more information about the app and to view a demo, visit my Sun Life Mobile.

* Features may vary according to your plan.

I don't understand my group claim payment and/or I believe it is incorrect. What if I didn't receive my payment? How do I request it be re-issued?


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 mysunlife.ca 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 mysunlife.ca 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.

What should I do if I have a complaint or concern with my group benefits claim?


Disability claims:

For group benefits disability claims, you can escalate your complaint or concern to the appropriate office handling your claim. It is important that you complete this step before contacting the Sun Life Ombudman's office. Here are the office contact phone numbers:

Vancouver: 1-800-663-5655
Edmonton: 1-800-661-7334
Toronto: 1-800-361-9606
Kitchener/Waterloo: 1-866-648-4040
Montreal: 1-800-361-2128
Montreal (federal government members): 1-800-361-5875
Halifax: 1-800-565-1717


Health and dental claims:

For group benefits health and dental claims, please contact the Customer Care Centre at 1-800-361-6212 Monday to Friday, 8 a.m. to 8 p.m. ET.

Can I make transactions on my group retirement and savings accounts online?


Depending on your plan, you can enrol, make a contribution, transfer and/or withdraw online. Sign in to mysunlife.ca, 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.

How can I transfer money from one group retirement savings plan product to another or change my fund line-up?


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 mysunlife.ca, 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 mysunlife.ca, 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 mysunlife.ca to send us a secure message.

When will I receive my RRSP receipt or tax slip from my group plan? How do I request a duplicate?


If you participate in a group retirement or savings plan, Sun Life Financial will be sending your original RRSP receipts and/or your tax slips (depending on the product you have) between the beginning of January and the end of March.

If you need a duplicate, there are 2 options:

Options

Instructions

Access your RRSP receipts and tax slips on mysunlife.ca.

 

 

 

 

 

  1. Sign in to mysunlife.ca.
  2. Click on "Tax slips & RRSP info" from the "Take me to…" drop down menu under my financial future.
  3. Click on "RRSP receipts" or "Tax slips" where you will find a copy of your original RRSP receipt or tax slip (you will need Adobe Acrobat Reader to print it). It will be clearly marked as a DUPLICATE.*

    *If your RRSP receipt or tax slip was amended or cancelled, you will see a copy of the amended or cancelled RRSP receipt/tax slip on either the "RRSP receipt" page or the "Tax slip" page. These will be clearly marked as AMENDED or CANCELLED.

If you're unable to access your RRSP receipts or tax slips on mysunlife.ca, you can either check the website at a later date or contact the Sun Life Financial customer care centre.

Phone: 1-866-733-8612
Email: Can_PenControl@sunlife.ca
Hours: Monday to Friday, 8 a.m. to 8 p.m. ET


I have terminated my employment with the sponsor of my group plan. What are my options?


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.

A pre-authorized payment from my personal plan account was returned. Can you issue a withdrawal to replace the missed payment?


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.

What is the current cash value of my personal policy? Is there any money that I can withdraw?


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.

Are my premiums paid to date? Also, what will my premium be at the next term renewal?


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.

How can I update my personal information (i.e. contact, address, direct deposit and/or beneficiary/dependant information)?


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 mysunlife.ca 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 mysunlife.ca 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.

I just received a Sun Life letter in the mail asking me for my address. Why?


Sun Life does not have your current address on file. Canada Post recently returned some mail we sent you. We are asking for your current mailing address to provide you with better service and to update our records. Please update your address online at www.mysunlife.ca. If this does not answer your question and you need further assistance, please call Sun Life at 1-800-361-6212 if your inquiry relates to your Group Benefits plan. If your inquiry relates to the Public Service Health Care Plan (PSHCP) or Pensioners' Dental Service Plan (PDSP), please call 1-888-757-7427. If your inquiry relates to an Association & Affinity or Creditor plan, please call 1-800-669-7921 or 416-408-7390 in the Toronto area.

I received a Sun Life letter in the mail saying a cheque related to a claim I made has not been deposited. What's next?


Sun Life would like to re-issue the cheque to you - but in order to do that, we need some information from you. Please complete the form you received and send it to Sun Life in the postage paid envelope. Within 30 business days, we will either re-issue you a cheque or contact you by telephone. If this does not answer your question and you need further assistance, please call Sun Life at 1-800-361-6212 if your inquiry relates to your Group Benefits plan. If your inquiry relates to the Public Service Health Care Plan (PSHCP) or Pensioners' Dental Service Plan (PDSP), please call 1-888-757-7427. If your inquiry relates to an Association & Affinity or Creditor plan, please call 1-800-669-7921 or 416-408-7390 in the Toronto area.

What should I do if I have a complaint or concern with my mutual fund account?


Complaint handling process
Sun Life Financial Investment Services (Canada) Inc. ("SLF Investment Services") has procedures in place to handle complaints received from clients in a fair and prompt manner. Clients wishing to complain to SLF Investment Services may refer to the Client Complaint Information Form ("CCIF") given to them when their account was opened. The CCIF provides general information about their options for making a complaint. Clients may make their complaint, either verbally or in writing, to our head office by contacting our Customer Care Centre at 1-877-786-5433 or their Financial Centre Manager. Where clients have difficulty putting their complaint in writing, SLF Investment Services can provide assistance.

We will acknowledge receipt of complaints promptly within 5 days and provide you with a copy of the CCIF and this summary. In the course of our investigation, we will:

- assign a Customer Relations Consultant to handle the complaint,
- obtain input from you, the advisor and the Financial Centre Manager,
- review your client file, and
- provide you with our response, generally within 90 days, which will summarize your complaint and inform you of our decision in writing. The decision may be an offer to resolve the complaint, a denial of the complaint with reasons or another appropriate response and will include a reminder about your options with the Ombudsman for Banking Service and Investments.

If you are not satisfied with the results, you may contact the office of the Sun Life Financial Ombudsman at 1-877-786-5433, ext. 3328954. This office will undertake an additional review of your complaint and provide you with their final position on the matter.

I am a dental provider, how do I access the Sun Life Direct website for dental providers?


If you already have an access ID and password for the Sun Life Direct website, you can follow this link to login to the site:
https://www.sunnet.sunlife.com/signin/provider/e/home.wca?

If you have not yet completed your registration, please call us at 1-855-301-4SUN (4786) to get started.