How to make a complaint

Sun Life’s Problem Resolution Process

If you’re not happy with us, we want to help. Your complaint could be about:

  • our products or services,
  • our processes,
  • how we’ve treated you,
  • something we’ve done wrong, or
  • your experience with us.

Here’s how to tell us about it.

Please call us at 1 877 SUN LIFE (1-877-786-5433), Monday to Friday, 8 a.m. to 8 p.m. ET to tell us about the problem you’re experiencing or speak with your advisor. We’ll record your problem and get the right team involved right away.

If you have a problem with a disability claim, your case manager can help. Find their contact information on your claim correspondence or by signing in to your account.

If your plan is through the federal government, call 1-888-757-7427, Monday to Friday, 6:30 a.m. to 8 p.m. ET.

Complaint handling procedure for mutual funds

Complaint handling procedure for mutual funds - Quebec

If you’ve spoken with us or your advisor but your problem hasn’t been resolved, call us at 1 877 SUN LIFE (1-877-786-5433), Monday to Friday, 8 a.m. to 8 p.m. ET and ask for the Problem Resolution Team to get involved. The team will review your problem within 5 business days and make sure we keep you up to date as we complete our review.

If you have a problem with your disability claim, and your problem hasn’t been resolved after you’ve spoken with your case manager, or you have trouble reaching your case manager, please call us at 1 877 SUN LIFE (1-877-786-5433), Monday to Friday, 8 a.m. to 8 p.m., ET and ask for the Disability Problem Resolution Team to get involved.

If your plan is through the federal government, call 1-888-757-7427, Monday to Friday, 6:30 a.m. to 8 p.m. ET.

If our Problem Resolution team or your case manager haven’t been able to help, our Client Advocacy team is here for you. We’ll review your concerns and the steps taken so far.

Share your experience with the team through this digital form.

You’ll hear from us within 2 business days.

Or, if you want to send us a letter, you can mail it to us at:

1155 Metcalfe Street
Montreal H3B 2V6
Delivery code – 602E15

Industry Ombudservices

If you’re not happy with our Client Advocacy team’s final position and would like to take your complaint further, you can choose one of these options.

For complaints about:

  • Life and health insurance – both Individual and Group
  • An advisor’s conduct (except for mutual fund-related complaints)
  • Annuities
  • Group Retirement Services and pension products

Contact the OmbudService for Life & Health Insurance (OLHI). The OLHI is part of the Financial Services OmbudsNetwork, a national industry-based dispute resolution system for consumers of financial services. They can help you if you have concerns about life and health insurance products and services that haven’t been resolved through an insurance company’s problem resolution process.

Website: olhi.ca

Mailing address:

OmbudService for Life and Health Insurance (OLHI)

2 Bloor St. West, Suite 700

Toronto, ON M4W 3E2

For complaints about:

  • A mutual fund account
  • A mutual fund dealer or representative (such as Sun Life Financial Investment Services Inc.)
  • Trust company products and services

Contact the Ombudsman for Banking Services and Investments (OBSI). OBSI is part of the Financial Services OmbudsNetwork, a national industry-based dispute resolution system for consumers of financial services. They deal with concerns about banking services and investments that haven’t been resolved through a company’s problem-resolution process.

Website: obsi.ca

Mailing address:

Ombudsman for Banking Services and Investments

20 Queen St. W. Suite 2400

P.O. Box 8

Toronto, Ontario M5H 3R3

Regulators

Several different regulators oversee Sun Life’s products and services. Most regulators will bring our Ombudsman’s Office into a review of your complaint and will make a final decision. 

For Quebec residents who have complaints about life and health insurance, financial products and services, including mutual fund dealers or representatives.

Contact the Autorité des marchés financiers (AMF). The AMF is mandated by the government of Quebec to regulate the province’s financial markets and assist consumers of financial products and services. At any time, you can ask Sun Life to transfer a copy of your complaint file to the AMF. You can find information about the AMF on its website at lautorite.qc.ca.

Mailing address:

Autorité des marchés financiers

Direction des plaintes et de l’indemnisation

800, rue du Square-Victoria, 22 étage

C.P. 246, tour de la Bourse

Montreal (Quebec) H4Z 1G3

For complaints outside Quebec about a mutual fund account, a mutual fund dealer or representative (Sun Life Financial Investment Services Inc.).

Contact the Mutual Fund Dealers Association of Canada (MFDA). The 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. You can find out more about the MFDA by visiting its website at mfda.ca.

Mailing address:

Mutual Fund Dealers Association of Canada

121 King Street West, Suite 1000

Toronto, ON  M5H 3T9

For complaints about

  • our complaint handling procedures
  • our Public Accountability Statement
  • our compliance with federal consumer protection laws

Contact the Financial Consumer Agency of Canada (FCAC). The FCAC supervises federally regulated financial institutions to ensure they comply with federal consumer protection laws. For more information about the FCAC, you can visit the FCAC website at fcac-acfc.gc.ca.

Mailing address:

Financial Consumer Agency of Canada

427 Laurier Avenue West, 6th Floor

Ottawa, ON K1R 1B9

For Saskatchewan residents who have complaints about insurance products, please contact the Superintendent of Insurance.

Mailing address:

Superintendent of Insurance

Insurance and Real Estate Division

Financial and Consumer Affairs Authority of Saskatchewan

4th Floor, 2365 Albert Street

Regina, Saskatchewan S4P 4K1

Phone: 1-306-787-6700

Fax: 1-306-787-9006

Email: fid@gov.sk.ca

Website: www.fcaa.gov.sk.ca

Fair Treatment of Clients

At Sun Life, we’re committed to treating our Clients fairly through both our decisions and actions.

Our culture focuses on the needs of our Clients. This means:

  • We treat our Clients fairly and keep them at the centre of everything we do.
  • We work to understand our Clients’ needs and present clear solutions with those needs in mind.
  • We give information to our Clients about our products that’s clear and easy to understand.
  • We ensure that we manage conflicts of interest appropriately.
  • Our Clients’ claims are important to us. We handle them promptly and with care.
  • We give priority to our Clients’ concerns. Our clear channels and processes are accessible and help resolve our Clients’ concerns.

Questions?

We’re here to help. Call us at 1-877-SUN-LIFE (1-877-786-5433) any business day from 8 a.m. to 8 p.m. ET.