my Sun Life mobile FAQs

Depending on your plan, policy or contract, the my Sun Life mobile app lets you access your information in one convenient app.

Depending on your plan set-up, if you belong to a group benefits plan or you have personal health insurance coverage with us, you can submit a claim, view claims paid within the last 90 days and access your drug and travel cards. You can check coverage details for health, drugs, vision care, health spending and personal spending accounts. You can also rate healthcare providers when you submit certain types of claims, and search for healthcare providers in your area.

If you’re a group retirement services plan member, you can make lump-sum contributions, view your account balances and review your transaction history.

You can also view balances, transaction history and other details of mutual fund accounts and segregated fund contracts purchased from a Sun Life Financial Advisor.

You’re also able to view details for most insurance policies purchased through an advisor.

You’ll also have convenient access to tools, videos and tutorials to help you understand and make decisions about your benefits and investment plans, as well as additional products and services to complement your workplace plan. You will also find valuable local resources to help you lead a healthier life.

Yes, the my Sun Life mobile app is free to download, access and use. However, your wireless carrier's data charges may apply if you are not connected to a Wi-Fi network.

You can download the my Sun Life mobile app from Google Play™ or the Apple App Store.

Tablet users can access the desktop version of mysunlife.ca.  The my Sun Life mobile app is not accessible from a desktop computer. If you don’t use a mobile device, you can continue to sign in to mysunlife.ca on your desktop computer.

When you visit mysunlife.ca from your desktop, you’ll see our full range of services, information and tools, and be able to update contact or banking information or change your investment asset mix. When you access the my Sun Life mobile app, you’ll see specific services, information and tools to help you on the go. Using your smartphone, you can quickly access policy details, account balances and contributions, make lump-sum contributions, submit claims, access drug and travel cards, view coverage, explore drug alternatives and find a healthcare provider.

Yes, lump-sum contributions to workplace investment accounts are processed the same way as on a desktop. If you submit a lump-sum contribution before 4 p.m. ET, we will process it overnight based on that night's closing unit values. If you request a transaction after 4 p.m. ET, on a weekend or holiday, it will be effective the next Sun Life Financial business day and will be based on the closing unit values for the next business day.

If you invest a lump-sum contribution in a stock fund, it will take us an additional business day to process it and we’ll base it on the trading price/unit value in effect for that day. We’ll hold this transaction as pending until it is fully processed.

Note: For now, you can’t make lump-sum contributions to your personal investments with the app.

Claims submitted either through the my Sun Life mobile app or online through mysunlife.ca are settled immediately and if approved, any reimbursement amount is usually deposited into your bank account within 2 business days.

Note: Occasionally, longer processing times for claims may occur if we need to conduct an additional review or if some banks take longer to apply the transactions.

Depending on your plan, you can access coverage details concerning:

• Extended health, dental and vision care (including deductibles, maximums, eligibility)
• Health spending and personal spending accounts (including remaining balances) and
• Drug coverage (including amount covered and additional information)

The drug coverage information helps you when discussing your prescription medications with your doctor or healthcare professional. It includes potential generic and/or therapeutic drug alternatives, detailed information about the drug and how it works and a history of your drug claims submitted over the past 12 months.

Tools & calculators are available from the Help menu for everyone without signing in to the my Sun Life mobile app. You can use them to learn more about saving today for a more financially secure tomorrow.

To use the secure section, you must be one of the following:

• a Sun Life Financial group benefits or group retirement services plan member
• a client with personal health insurance coverage through Sun Life Financial
• a client with mutual funds or segregated fund contracts with a Sun Life Financial advisor

If none of these categories describe you, you won’t be able to sign in to the secure section of the app. If you fit one or more of these descriptions, you’ll need an email address, Access ID and password. If you’ve forgotten your Access ID or password, you can retrieve them by going to mysunlife.ca on a desktop computer and clicking on I forgot my Sign-in ID or I forgot my password.

Yes.  If you haven’t registered for an Access ID or password, open the app and select "Register" below the sign-in box, or visit mysunlife.ca. To submit claims through the my Sun Life mobile app, you’ll also need to provide your banking information and register for paperless payment at mysunlife.ca before using the app.

Please note: You can’t sign in with a temporary password. If you have a temporary password, please go to mysunlife.ca to create a permanent password.

A few employers are still reviewing the my Sun Life mobile app for their group plans and have chosen not to make it available to their employees right now. If this is the case for your plan, you won’t be able to access your account on the app. To access your contract information, you can continue to sign in to mysunlife.ca from a desktop or call us at 1-877-SUN-LIFE (1-877-786-5433). You can also use the tools, videos and tutorials on the my Sun Life mobile app to help you understand your benefits and investment plans.

If you’ve entered an incorrect email address, Access ID or password, just tap 'OK' and re-enter them. For your convenience, the my Sun Life mobile app can save your email address and Access ID if you select 'Save my Access ID.'

If you can’t remember your email address, Access ID or password, you’ll need to visit mysunlife.ca and select either I forgot my Sign-in ID or I forgot my password.  You’ll need to enter information about your plan, so please have this information handy. If you enter your email address, Access ID or password combination incorrectly 3 times, you’ll be locked out of both the my Sun Life mobile app and mysunlife.ca. You can retrieve your email address, Access ID or password by contacting us.

To let you search providers in your area, the app needs to know where you are. It uses your phone’s location to display the closest paramedical providers to you. If your location does not display correctly, try turning on Wi-Fi to improve location accuracy. You can also save a provider’s information to your Contacts, by allowing access to your contact list.

The my Sun Life mobile app is available on most Canadian mobile service providers.

• for Apple users it’s available in the App Store. It requires iOS 8 or higher and is compatible with iPhone, iPad and iPod touch
• for Android users it’s available in Google Play and requires OS 2.2 or higher

Yes. If you’re using the secure section of the my Sun Life mobile app, your session will time out after 18 minutes of inactivity.

Very secure: You need both your Access ID and your password to reach the secure sections of the my Sun Life mobile app. We regularly test, update and validate our security systems to keep you safely protected.

If you lose your mobile device, call your wireless carrier immediately to have them disable your device. Your personal information will be protected because you need both your Access ID and password to access the secure portion of the my Sun Life mobile app. Remember: Don’t share your Access ID and password with anyone.

Sun Life promotes the my Sun Life mobile app on Facebook. In order to understand the effectiveness of these ads, Facebook needs to tell Sun Life how many people downloaded the my Sun Life mobile app after interacting with the ads on Facebook. When you launch the app for the first time, only your device Advertising ID is automatically sent to Facebook. Facebook will match this Advertising ID to Advertising IDs of devices who clicked on a Sun Life Facebook ad. Facebook will only tell Sun Life how many downloads resulted from that Sun Life Facebook ad in order to report on how successful that ad was in encouraging people to download the my Sun Life mobile app.

The app allows you to send e-claims and other documents that relate to your Sun Life products to Sun Life. To do this, you take photos of these documents with your mobile device. These pictures are stored in your photo library. From your photo library, you can attach the photos to your e-claim.

Yes, but you’ll need to have a mobile device supported by a Canadian mobile operator. You’ll also need to ensure that your mobile device allows you to use data while out of Canada or that you have access to a Wi-Fi network. Your mobile operator may also charge higher rates for mobile usage while abroad, so you should check before you travel. If you’d like to submit a claim from abroad, you’ll need to have a valid bank account in Canada and a home address registered in Canada. If you are using Provider search to look for a healthcare provider, only providers located in Canada will be displayed.

For information on how Sun Life Financial protects your personal information, please read our legal, privacy, security & fraud policies.

If you have questions about my Sun Life mobile, please contact us.

If you need help with your Internet connection, settings, downloading or installing our app please contact your wireless carrier.