How to make a complaint

If you’re not happy with us, we want to help.

Call us at 1 877 SUN LIFE (1-877-786-5433), Monday to Friday, 8 a.m. to 8 p.m. ET. If you have an advisor, please contact them.

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

For the Canadian Dental Care Plan (CDCP), call us at 1-888-888-8110, Monday to Friday, 7 a.m. to 6 p.m. (based on your time zone).

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 you've spoken with us or your advisor and you’re still not satisfied, 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. You’ll hear from us within 2 business days.

When we’re not able to resolve your complaint or problem within 20 days, we’ll let you know in writing. We’ll also ask our Client Advocacy team for help.

If you’re a Quebec Client, you can fill out the complaint form from the Autorité des marchés financiers (AMF) and send it to us. You can find our contact information in the FAQ.

If your problem or complaint is about the CDCP, call us at 1-888-888-8110 and ask for the problem resolution team to get involved.

If our problem resolution team hasn’t been able to help within 20 days, our Client Advocacy team is here for you. We'll take the lead and review your concerns and the steps taken so far.

You'll hear from us within 2 business days. We’ll send you a final position email or letter within 60 days of the date you first contacted our problem resolution team.

Contact our Client Advocacy team using this digital form

You can contact an industry ombuds service or regulatory body if you're not happy with our final position. You can find these in the FAQ.

If you live in Quebec, you can contact us at any time to ask that the AMF review your complaint. We’ll send your complaint record to the AMF no later than 15 days after receiving your request.

Frequently Asked Questions

A complaint is when you’re unhappy with something and you want us to fix it. A complaint could be about:

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

You’ll hear from us within 2 business days and, within 20 days, we'll propose a way to resolve the situation.

When we reach an agreement to resolve your problem, we’ll complete the resolution as soon as possible, within a maximum of 30 days. If it’s in your best interest, we can also agree to different time frame.

Call us at 1 877 SUN LIFE (1-877-786-5433), Monday to Friday, 8 a.m. to 8 p.m. ET.

We have a separate complaint handling procedure for mutual funds, including a specific procedure for Quebec.

Industry Ombudservices

Regulators

If you need to send us something related to your complaint by mail, here’s our address:

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

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.