When you have a concern or complaint
Sun Life Financial's Customer Complaint Process
Complaints do arise from time to time -- you may feel you've been dealt with unfairly, or perhaps there's been a misunderstanding. Whatever the nature of your concern, we'll treat it professionally, confidentially and courteously. As a valued customer, this is what you expect, and deserve.
Working with you on these matters also presents an important opportunity for us to make improvements that could enhance the customer service experience for everyone doing business with us.
Here's how our Customer Complaint Process works
If you have a complaint or concern about a product or service from one of the Sun Life Financial group of companies in Canada, you can address the situation by following the steps below:
|Step 1: Let us know|
Discuss your concerns with your advisor or with the appropriate customer service team at head office. Often, a simple correction or explanation by these front-line people can quickly resolve the problem.
Here's how to contact our customer service teams at head office:
|(For faster service, please provide your policy or contract number and your member ID or certificate number for Group plans)||
(Internet e-mail is not a secure method of communication)
For health and dental claims:
For disability claims:
|Association & Affinity Groups||
For claims-related questions:
For all other inquiries:
|Public Service Health Care Plan (PSHCP) and Pensioners' Dental Services Plan (PDSP)||
|Individual Insurance and Investments||
|Group Retirement Services
(e.g. Group RRSP, DCPP, DPSP)
|General question or comment||
|Step 2: Escalate your complaint within the business area|
If you are not satisfied with the outcome of Step 1, ask the appropriate area listed above to whom you can escalate your complaint. Each business area at Sun Life Financial has a defined complaint handling process. Depending on your product or service, you will be referred to a team leader, supervisor, manager or consultant who will review your complaint with a fresh set of eyes. It is important that you complete this step before contacting the Sun Life Ombudsman's office.
|Step 3: Contact the Ombudsman's Office|
The Ombudsman's Office does not review complaints that have not completed Steps 1 and 2, so you'll want to indicate who you've already contacted, and why you disagree with their decision.
If you are still not satisfied after following the previous steps, you can contact the Sun Life Financial Ombudsman's Office:
Sun Life Financial
225 King Street W.
Toronto, ON M5V 3C5
|Fax:||416-595-1431 or 514-866-2548|
After the Ombudsman's Office review, you'll receive a written response, except in some cases where a simple problem can be cleared up quickly and to your satisfaction over the phone. Most investigations are completed within 30 days of receiving your complaint and all supporting information. If this deadline cannot be met, we will contact you to let you know why the extra time is necessary and when you can expect a response.
The written response from the Ombudsman's Office is considered Sun Life Financial's final position on a complaint. Unless you present any new and relevant information that was not previously reviewed, your complaint will not be reopened.
|Step 4: External recourse options|
If you remain dissatisfied with the Ombudsman's Office's final position and wish to pursue your complaint further, there are several regulatory and industry bodies available to you free of charge, depending on the product or service involved and your province of residence. These third parties will usually decline to review your complaint until after the Ombudsman's Office has reviewed it. If your unresolved complaint is eligible for further review externally, the Ombudsman's office will provide you with detailed contact information for the appropriate third party(ies) in its final position letter.
|For complaints about...||External recourse option|
||The OmbudService for Life & Health Insurance (OLHI) is part of the Financial Services OmbudsNetwork (FSON), a national industry-based dispute resolution system for consumers of financial services. The OLHI deals with concerns about life and health insurance products and services that have not been resolved through the company's dispute resolution system. Information about the OLHI is available on their website at www.olhi.ca.
OLHI's mailing address is:
OmbudService for Life & Health Insurance
401 Bay Street, Suite 1507
P.O. Box 7
Toronto, ON M5H 2Y4
|...a mutual fund account or a mutual fund dealer or representative (Sun Life Financial Investment Services Inc.) -- outside Quebec||
The Mutual Fund Dealers Association of Canada (MFDA) is the national self-regulatory organization for the distribution side of the Canadian mutual fund industry (excluding Quebec). The MFDA's primary focus is on compliance and enforcement rather than customer compensation. You can find out more about the MFDA from their website at www.mfda.ca.
The Ombudsman for Banking Services and Investments (OBSI) is part of the Financial Services OmbudsNetwork (FSON), a national industry-based dispute resolution system for consumers of financial services. The OBSI deals with concerns about banking services and investments that have not been resolved through the company's dispute resolution system, and may recommend compensation if it determines that a customer has been treated unfairly. Information about the OBSI can be found on their website at www.obsi.ca.
OBSI's mailing address is:
|for Quebec residents only: ...all products and services, including mutual fund dealers or representatives||The Autorité des marchés financiers (AMF) is the body mandated by the government of Quebec to regulate the province's financial markets and provide assistance to consumers of financial products and services. At any time after Step 2 of our Customer Complaint Process (but preferably after Step 3), you can ask Sun Life Financial to send a copy of your complaint file to the AMF by completing a Request for the Transfer of a File form. This form, and other information about the AMF, is available on their website at www.lautorite.qc.ca/index.en.html.
The AMF's mailing address is:
Autorité des marchés financiers
Service du traitment des plaintes et de l'assistance
800, square Victoria, 22e étage
C.P. 246, tour de la Bourse
Montréal (Québec) H4Z 1G3
...federal consumer provisions.
Among the consumer provisions that apply to life and trust companies are those requiring them to:
...and requirements for them to provide consumers with information about:
|The Financial Consumer Agency of Canada (FCAC) supervises federally regulated financial institutions to ensure they comply with federal consumer protection laws (or "consumer provisions"). The FCAC focuses on compliance and enforcement, and does not provide compensation or get involved in individual disputes. For more information about the FCAC, including a complete listing of consumer provisions that apply to Sun Life Financial's insurance and trust companies, please visit the FCAC's website at www.fcac-acfc.gc.ca.
FCAC's mailing address is:
Financial Consumer Agency of Canada
427 Laurier Avenue West, 6th Floor
Ottawa, ON K1R 1B9