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Customer service policy statement

Providing products and services to persons with disabilities

In this document we, us and our mean Sun Life Financial Inc., Sun Life Assurance Company of Canada, and their affiliates in Canada.

1. Our commitment

We strive to provide products and services in a way that respects the dignity and independence of persons with disabilities. We are committed to giving persons with disabilities the same opportunity to access our products and services and allowing them to benefit from the same services, in the same place and in a similar way as other clients.

2. Providing products and service to persons with disabilities

We are committed to excellence in serving all clients including persons with disabilities and we will carry out our functions and responsibilities in the following areas:

2.1 Communication

We will communicate with persons with disabilities in ways that take into account their disabilities. We will train those who communicate with clients on how to interact and communicate with people with various types of disabilities.

2.2 Telephone services

We are committed to providing accessible telephone service to our clients. We will train those who communicate with our clients over the telephone in plain language and to speak clearly and slowly.

We will offer to communicate with clients in an alternate format if telephone communication is not suitable to their communication needs or is not available.

2.3 Assistive devices

We are committed to serving persons with disabilities who use assistive devices to obtain, use or benefit from our products and services. We will ensure there is awareness that assistive devices may be used by clients with disabilities while accessing our products and services and we will respond appropriately.

2.4 Written communication

We are committed to providing accessible communication to all of our clients.

3. Use of service animals and support persons

We are committed to welcoming persons with disabilities who are accompanied by a service animal and/or a support person on the parts of our premises that are open to the public and other third parties. We will also ensure that all those that deal with the public are properly trained in how to interact with people with disabilities who are accompanied by a service animal or support person.

4. Notice of temporary disruption

We will provide clients with notice if there is a planned or unexpected disruption in the facilities or services usually used by people with disabilities. This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available.
Where appropriate, this notice will be placed at all public entrances, and/or on our website at www.sunlife.ca.

5. Training

Sun Life will provide training to all employees, CSF Advisors and Long Term Care insurance specialists who deal with the public or third parties. We will require outsourced service providers who deal with the public or third parties on our behalf to comply with accessibility legislation.
This training will be provided within a reasonable period of time after their contract begins. Training will include the following:

  • The purposes and requirements of relevant Accessibility legislation
  • How to interact and communicate with people with disabilities
  • How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or support person
  • What to do if a person with a disability is having difficulty in accessing our products and services
  • Our policies, practices and procedures relating to client service

Training will be provided on an ongoing basis when changes are made to these policies, practices and procedures.

6. Feedback process

To provide feedback regarding the way we provide products and services to people with disabilities please contact our Ombudsman office at ombudsman@sunlife.com.

7. Modifications to this or other policies

We are committed to developing client service processes that respect and promote the dignity and independence of people with disabilities. No changes will be made to this policy before considering the impact on persons with disabilities.

8. Questions about this policy

If anyone has a question about this policy, or if the purpose of a policy is not understood, please contact our Ombudsman office at ombudsman@sunlife.com.