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Common questions

How can I pay my premium?

For SunAffinity coverage, you have the option to pay:

  • on a monthly basis through pre-authorized chequing
  • on a monthly basis through credit card payments

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How do I apply?

Just click on Quote and apply and you can calculate the cost of your choices and apply online.

How is my application processed?

Once you submit your application, it is recorded in our administration system by our Underwriting unit. Based on standard industry practice, the Medical Information Bureau (MIB) is contacted to review information, if available. The application and MIB report are then passed to an Underwriter for review. The review may necessitate additional medical information and you will be contacted by the preferred method indicated in your application. Once all requirements have been reviewed and your coverage has been approved, your policy documents will be mailed to you within 14 business days. If your coverage is not approved, you will be informed of our decision by letter.

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How do I get more information (i.e. about the application process or available coverage)?

If you have any questions regarding SunAffinity, you can either:

  • contact a Customer Service Representative toll-free at 1-800-669-7921 or at
    416-408-7390, or
  • email a Customer Service Representative at einsurance_inquiries@sunlife.com

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 Underwriting information

In Association & Affinity Business at Sun Life Assurance Company of Canada (Sun Life), we believe that an informed customer is a smart customer.  When you purchase insurance, the application and underwriting processes can be confusing.  This brochure is designed to help you understand what you need to do and what to expect when you apply for coverage.

Underwriting

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 Claims information

The claims process requirements will vary depending on the type of claim you file.

Term Life, Accidental Death (AD) and Critical Illness (CI) insurance claims

To obtain a Term Life, AD or CI insurance claim form, please call our Customer Service department toll-free at 1-800-669-7921 or at 416-408-7390 from Monday through Friday between the hours of 8:30 a.m. to 4:30 p.m. EST. All the forms you need to make your claim will be sent to you.

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Personal Health Insurance (PHI) claims

There are two ways for you to obtain a PHI claim form:

  1. Visit the Plan Member Services website. After inputting you ID and password, you’ll be able to print out, complete and mail us your personalized claim form.  You can also:

    - Instruct us to deposit your claim payment directly into your bank account
    - View or print detail of your claims
    - Look up when you are eligible for your dental recall exam
    - Print a personalized Pay-Direct drug card

    For PHI claims, a completed claims form is required and can be submitted by you, or your dentist or practitioner can send us the information directly.Sign on to our Plan Member Services website by clicking on the following button:

    Member Services

    An ID and password are required to access this site.  You must be a current member of our PHI plan to obtain an ID and password.  If you are enrolled in a PHI plan, but do not have an ID and password or have forgotten your ID and/or password, please call 1-877-521-8805.

  2. Your Pay-Direct drug card and Medi-Passport are also available on our Plan Member Services website.  These are printable, personalized wallet size convenience cards that contain important information about your plan coverage.
  3. Call our Customer Service department toll-free at 1-800-669-7921 or at 416-408-7390 from Monday to Friday between 8:30 a.m. and 4:30 p.m. EST.  A Customer Service Representative will send you a form to complete.

Mailing address for your completed claims:

Send your completed claim forms to:
Sun Life Assurance Company of Canada
Association & Affinity Business
P.O. Box 365 Stn Waterloo
Waterloo, Ontario N2J 4A4

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 Pay-Direct drug card

Accepted at pharmacies across Canada, your Pay-Direct drug card can be used when paying for prescription drugs covered in your plan.  It's easy and convenient - just print your card, present it to your pharmacist and only pay the deductible or co-insurance that applies to your coverage.

With our Pay-Direct program, you are also connected to a network that tracks your drug purchases.  This means that your pharmacist can inform you about duplicate medications, early refills and potential drug interactions.

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 Medi-Passport

With Medi-Passport, you are one phone call away from the emergency medical help to see you through a crisis when you are away from home.  You're automatically covered any time you leave the province in which you live.

Medi-Passport gives you access to the expertise of Europ Assistance USA, Inc. Services, Inc., part of the world's largest emergency travel assistance network.  Your spouse and children can also receive travel assistance, provided they are included under your Personal Health Insurance plan.  Be sure to print this card and carry it with you when you travel.

What to do in a medical emergency

 

  • You, or someone with you, must call the Europ Assistance USA, Inc. 24-hour operations centre before receiving medical care. The toll-free numbers are on the travel card. Any invasive and investigative procedures (i.e. surgery, angiogram, MRI) must be pre-authorized by Europ Assistance USA, Inc., except in extreme circumstances. If you don’t contact Europ Assistance USA, Inc., your claim could be reduced or declined.
  • Give Europ Assistance USA, Inc. the information on your travel card and describe the situation.
  • Stay in touch with Europ Assistance USA, Inc. throughout the emergency, until they confirm that you no longer need to do so. Please give Europ Assistance USA, Inc. your hospital, hotel or other current telephone number.

An emergency means an acute illness or accidental injury that requires immediate, medically necessary treatment prescribed by a doctor.

Emergency services means any reasonable medical services and supplies, including advice, treatment, medical procedures or surgery, required as a result of an emergency. When you or your family member has a chronic condition, emergency services do not include treatment provided as part of an established management program that existed before leaving your province of residence.

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