Frequently Asked Questions

To find out if Lumino Health Virtual Care is part of your group benefits plan, please contact us at 1-877-SUN-LIFE (1-877-786-5433), Monday to Friday 8:00 a.m. to 8:00 p.m., ET.  You can also chat with us on

Lumino Health Virtual Care addresses the needs of you and your family members who:

  • do not have a family doctor, or
  • cannot book an appointment to see their doctor quickly.

The service can also help you decide whether you need more urgent care, such as hospital emergency services.

Lumino Health is growing as a platform, connecting Canadians with local health-care providers and sharing innovative health solutions. Lumino Health is actively encouraging appropriate medical and paramedical professionals to adopt virtual platforms. Lumino Health is a natural fit for our new virtual health solution.

Lumino Health Virtual Care brings the best of two offerings together – Lumino Health and Dialogue. The virtual care service is powered by Dialogue, Canada’s leading telemedicine provider.

We’ll have alerts on and the my Sun Life mobile app, with links to all the details.

Download the Lumino Health Virtual Care app, called Lumino Health Virtual Care, on your mobile device (iPhone or Android).


Or, you can access the web app on your computer at

Once on the app or online for the first time:

  • Enter your name.
  • Enter your date of birth as it appears on your government documents (driver’s license or health card, for example).
  • Enter your Sun Life medical contract and plan member ID numbers. This will enable you to enter and use the app or online service at no cost.
  • Enter your personal information, including name, date of birth, email address and provincial health card number. You’ll also need to consent to Dialogue’s terms of use and privacy policy.


  • Sign in to
  • Under Benefits, click Coverage information.
  • Click Print my Coverage card(s) in the Resources section. 
  • You’ll find your Member ID # and Medical Contract # in the top section.

Mobile app

  • Sign in and go to your Benefits section.
  • Pick Coverage card from the list of options.
  • Then click the Coverage card link.
  • You’ll find your Member ID and Medical Contract number listed.

You can reach out to Sun Life at 1-800-361-6212, Monday to Friday, 8:00 a.m. to 8:00 p.m., ET.  You can also chat with us on

EFAPs do not provide medical advice, access to a medical doctor, or primary care services related to physical health. Lumino Health Virtual Care offers acute physical and mental health care, similar to medical services provided at a primary care clinic.

Lumino Health Virtual Care supports physical or mental health primary care needs, such as urgent care or prescription refills. Online CBT from Beacon provides mental health therapy.

EHC benefits are what most plan members consider the main part of their group benefits package, they often include:

  • Prescription drugs
  • Hospital care, such as a semi-private hospital room
  • Medical services and equipment, such as private duty nursing, ambulances, crutches, and hearing aids
  • Paramedical services, such as chiropractors, naturopaths, massage therapists, and psychologists
  • Out-of-province emergency travel assistance
  • Vision care, such as coverage for eyeglasses and contact lenses.

EHC benefits do not include benefits such as life insurance, and short or long-term disability insurance.

Lumino Health Virtual Care is a new medical service under your EHC benefits. Primary care appointments with a nurse, nurse practitioner or doctor remain covered by your provincial health plan.

Yes. When you enrolled/re-enrolled in your benefits plan:

  • if you selected single coverage, you can add one additional email address to your account.
  • if you selected family coverage, you can add up to four additional email addresses.

We need email addresses for anyone over the age of 14, based on medical privacy laws.

The service is available 24 hours/day, seven days/week.

There is no limit to the number of consultations. However, in its terms of use, Dialogue reserves the right to terminate an account for any reason without notice.

Dialogue can share medical records, but upon request only. You have access to all of your own medical records through the app. This feature makes it easy to share your records with your family doctor.

Yes. When you create an account, you are creating your own medical record with Dialogue. The notes from any previous calls are available to the Dialogue practitioner.

No. Neither Sun Life nor your employer have access to any medical information you provide to Dialogue or discuss with them during the visit. This medical information is confidential. Only you and Dialogue will have access to your medical information.