Terms and conditions

My Sun Life App

TERMS OF USE

By using the my Sun Life app (the “App”) to access your Sun Life wealth, health, and insurance products and services (“Account”), You agree to these terms (the “Agreement”). Please read carefully.

This is a legal agreement between You and Sun Life Assurance Company of Canada (“Sun Life”, “Us”, “Our” or “We”).   

By using the App or the products and services in the App, You acknowledge that You have read and understood this Agreement and agree to be bound by and to comply with the terms of this Agreement.

We may add, delete, or change certain sections of this Agreement at times, and when that happens, You will be prompted to review and consent to the Agreement the next time You log into the App. A current copy of the Agreement is available in the App under the “Legal & Privacy” section. 

IF YOU DO NOT ACCEPT AND AGREE TO ALL OF THESE TERMS, DO NOT USE THE APP.

1. How you can use the App

Subject to the terms and conditions of this Agreement, Sun Life grants to You a personal, limited, revocable, non-transferable, and non-exclusive right to install and use the App on a mobile device or computer (“Device”) in order to access Your Account and perform transactions relating to Your Account.

What this means:

  • The App is for Your personal use only, which includes using the App on behalf of Your dependents; and
  • Some products, services, or features may not be available to You depending on Your group plan, where You live or the location from which You are accessing Your Account.

When using the App:

  • Don’t share, submit, or publish any false, defamatory, obscene, or threatening content or other information that is intended to harm anyone;
  • Don’t copy, upload, post, publicly display, translate, transmit, or distribute any part of the App including information, content, or materials;
  • Don’t transfer or sublicense any of Your rights under this Agreement to anyone else;
  • Don’t attempt to gain unauthorized access to any portion, service or feature of the App by hacking, password mining or other means;
  • Don’t share Your password or allow anyone to access Your Account;
  • Don’t scan or test the vulnerability of the App, or breach the security or authentication controls;
  • Don’t use any device, software, or other action to interfere or attempt to interfere with the proper working of the App, any transaction being conducted on the App or with any other person’s use of the App;
  • Don’t take any action that overloads or overburdens the operation of the App;
  • Don’t decompile, reverse engineer, dissemble, attempt to derive any source code of, or modify any portion of the App or use the App to develop similar functionality. Do not use any device, program, algorithm or process to access, obtain, copy, or monitor any portion of the App or its contents or use the App to train artificial intelligence models; and
  • Don’t do anything illegal. 

If You break these rules, We will close Your Account and we may hold you personally responsible for Your misconduct. Further, You agree to compensate Us for any losses, damages, costs or expenses We incur as a result of Your misuse of the App and/or Your violation of these rules or the rights of any person.

2. Your Account

Login: You’ll use a password or Your fingerprint/face ID to access Your Account.  This biometric data will stay on Your Device – Sun Life does not see it or store it.  

Keep it safe: It is Your responsibility to keep Your Device and Account safe. Don’t share Your login credentials or allow anyone else to use Your Account. You should not leave your Device unattended while logged into Your Account and should log off immediately upon the completion of each session.  Notify Us right away if someone else accesses Your Account or if you notice any unusual, suspicious or fraudulent activity (refer to contact information in Section 16). Change Your password immediately if You know or suspect that someone else has seen or used Your password. 

Who can use Your Account: You, and only You, are authorized to use Your Account. This means You will submit health claims, for example, on behalf of You and Your dependents. Please note that Third Party Healthcare Providers may require dependents over a certain age to register and use their own account when utilizing certain Healthcare Services (see Section 4). 

Your Information: Make sure everything You tell Us in the App is accurate and complete. Keep Your information up to date. We are not responsible for any misdirected communications because information You have provided in the App is inaccurate, incomplete, or no longer valid.

3. Sun Life owns the App and trademarks

Everything in the App belongs to Sun Life (or its licensors) – including the design, content, words, images, videos, code, and logos/trademarks.  You can use the App, but You don’t own it.  Except for the limited right to use the App, Sun Life reserves all other rights, including intellectual property rights, in the App.

4. Third Party Healthcare Services

DO NOT USE THE APP FOR MEDICAL EMERGENCIES. IF YOU HAVE A MEDICAL EMERGENCY, PLEASE CALL 911 IMMEDIATELY OR ATTEND THE EMERGENCY ROOM OF THE NEAREST HOSPITAL OR HEALTH CENTRE.

On the App You may have access to certain healthcare services (“Healthcare Services”) provided by third party service providers, including Sun Life affiliates (“Third Party Healthcare Providers”) through secured messaging and video consultations. There is no requirement to use or access the Healthcare Services available in the App. You acknowledge and agree that if You choose to use the Healthcare Services available in the App, such use is voluntary and at Your sole discretion.  Please note that Your choice to use (or not use) the Healthcare Services in the App has no impact, positive or negative, on Your benefits and benefits coverage.  

We reserve the right to discontinue access to any Healthcare Services, for any reason, without notice.

WHEN BOOKING APPOINTMENTS (VIRTUAL OR PHONE) OR SUBMITTING PRESCRIPTIONS WITH A THIRD PARTY HEALTHCARE PROVIDER, YOU MUST:

(a) BE PHYSICALLY LOCATED IN CANADA; AND

(b) REGISTER AND USE YOUR OWN ACCOUNT IF YOU MEET OR EXCEED THE AGE REQUIREMENT TO HAVE YOUR OWN ACCOUNT AS SET OUT IN THE THIRD PARTY HEALTHCARE PROVIDER’S TERMS.

Healthcare Services are governed by the Third Party Healthcare Provider’s terms and conditions which are presented to You when You first access/register for the applicable Healthcare Service(s), and thereafter, as may be updated from time to time by the Third Party Healthcare Provider. You are required to review and accept the Third Party Healthcare Provider’s Terms of Use and Privacy Policy if You wish to use or continue to use the Healthcare Services.  If You do not agree to such terms, You should not access and / or immediately discontinue using the Healthcare Services.  

If You use a credit card to make payments for certain Healthcare Services, You acknowledge that the Third Party Healthcare Provider is responsible for the collection, use, and security of Your credit card information. If You are a dependent, You must have permission from the authorized cardholder to use their credit card for the payment of any related fees.

It is important that You understand and accept the following terms when using the Healthcare Services:

  • The Third-Party Healthcare Provider(s) is solely responsible for the provision of Healthcare   Services to You;
  • Sun Life does not review, evaluate, or guarantee the quality, availability, effectiveness, accuracy, completeness, timeliness, lawfulness, or any other aspect of any Healthcare Services;
  • Sun Life is not liable for the acts or omissions of any Third Party Healthcare Provider, whatsoever, including but not limited to their negligence, breach of contract, or use or disclosure of Your personal information; and
  • If You have a complaint, concern, or claim against a Third Party Healthcare Provider, such matter is strictly between You and the Third Party Healthcare Provider. You agree that Sun Life will not be held responsible or liable for any such complaint or claim.

5. Third party materials

The App may include, display, or link to content, data, information, materials, offers, websites, or applications from other third parties (“Third Party Materials”). We do not review, evaluate, or guarantee the accuracy, completeness, usefulness, timeliness, validity, legality, decency, or quality of any such Third Party Materials. Any opinions, statements, or advice made in Third Party Materials are those of the respective author(s) or entity(ies) and not of Sun Life.  

Except for Third Party Healthcare Providers, We do not endorse or recommend any third party or its advice, opinions, information, products or services.  

Except for personalized information You receive from a Third Party Healthcare Provider performing Healthcare Services through the App (e.g. case notes, treatment plans, prescriptions) all other Third Party Materials are intended for general informational purposes only. Third Party Materials do not constitute wealth, health, or insurance advice and are not a substitute for professional advice, opinions or diagnoses.

6. Technical information We collect

We collect information about how You use and interact with the App (such as clicks, the pages You view, how long You are in the App), IP addresses and information about Your Device, operating system, internet browser, and security events. We will use such information to keep the App secure, to provide technical and product support, to update the software, and to develop and improve the App and Our products and services.  We will retain and use this information after Your Account is closed for any reason.

7. Privacy

To provide You with access to the App and related services, You understand and agree that Sun Life will collect, use, and disclose certain information about You, including Your personal information as defined in, and in accordance with, Sun Life Canada’s Privacy Policy.

8.  How We contact You

When You use the App, You agree that Sun Life is permitted to send alerts to Your Device via email, push notifications and any other method of communication We may offer from time to time. It is Your responsibility to determine if Your mobile carrier or internet service provider supports the type of alert and if Your Device is capable of receiving such alerts. You are responsible for any fees or charges of any kind whatsoever imposed by Your mobile service provider and internet service provider.

You can unsubscribe to these alerts, at any time, in Your settings. We are not responsible for any delays, errors, or failures in the transmission of such communications. 

We may deliver to You various digital documents and statements relating to Your Account and products and services (e.g. dealer statements, trade confirmations, policy statements, tax slips) through the App. 

Third Party Healthcare Providers will manage their own alerts (i.e. emails, push notifications) and electronic communications separately.  We are not responsible for these communications.  Please be advised it may not be possible to “opt-out” of receiving certain notifications relating to transactional aspects of Healthcare Services, such as appointment reminders and the processing of prescriptions.

9. Chatbots

Within the App, we may present an interactive chat service that takes the form of a bot, chatbot, virtual assistant, virtual concierge, or other non-human (each, a “Chatbot”) to communicate automated responses and to assist You with general inquiries. We will disclose the use of a Chatbot to the extent required by applicable law.  When engaging with Us through a Chatbot, be advised that chats (including prompts and responses) will be monitored and retained.

Chatbots may have limited capacity to answer certain questions and may not be able to provide the information You seek. Any response generated by a Chatbot is intended for general informational purposes only. Chatbots may not be used for transactional purposes, including to enter into agreements or to purchase products or services. 

We recommend that You limit or exclude personal and health information when using a Chatbot. You agree not to submit any sensitive personal information (e.g. passwords, social insurance numbers) to a Chatbot. Any personal information received by a Chatbot will be treated in accordance with Sun Life’s Privacy Policy. 

You are solely responsible for verifying the accuracy and appropriateness of any information, responses, or outputs provided by a Chatbot. Chatbots are not a substitute for professional advice and outputs should not be relied on for any decision-making.  

SUN LIFE DISCLAIMS ALL LIABILITY FOR ERRORS, OMISSIONS, OR DAMAGES ARISING FROM THE USE OF OR RELIANCE ON OUR CHATBOTS AND THEIR OUTPUTS.

10. Closing Your Account

You can stop using the App anytime by deleting and uninstalling it from Your Device.

We may need to close or suspend Your Account if:

  • You break any of the rules in this Agreement;
  • The law requires it; or
  • There are concerns relating to the security of the App or the safety or privacy of others.

When Your Account closes, You will need to delete and uninstall the App from Your Device.

Sun Life is not liable to You or Your dependents for closing or suspending Your Account for any reason.

If either You or Sun Life closes Your Account for any reason, that will not change or void any payment obligations incurred prior to the date of termination.

11. No promises; disclaimers

USE OF THE APP IS AT YOUR OWN DISCRETION AND AT YOUR SOLE RISK.  

The App and related services are provided to You “as is” and “as available”.  Sun Life does not promise or make any warranties, express or implied, that the App will be uninterrupted, secure, accurate, non-infringing, free of errors, viruses, contamination or other destructive features, that any defects will be corrected, or that the App will serve a particular purpose or provide specific results.

Sometimes the App or a portion of the App (e.g. certain features or services) may not work for a short time while we fix technical issues, release updates or for other reasons outside of Our control. We are not responsible to You for any such interruptions and will take reasonable steps to minimize any inconvenience. 

Your access to certain services may be discontinued or restricted at any time, without notice.

We have implemented technical and organizational measures designed to secure Your confidential information from accidental loss and from unauthorized access, use, alteration, or disclosure. However, We cannot guarantee that unauthorized parties will never be able to defeat those measures or use Your confidential information for improper purposes. You understand that there are risks associated with using a mobile device, and that in the event of theft, loss, or unauthorized use, Your confidential information may be compromised. You accept those risks.

We believe that personalized information, documents and statements relating to Your Sun Life products and services are accurate when posted to Your Account, however, We do not guarantee the accuracy, currency, or completeness of Your information.

While efforts have been made to ensure that non-personalized information, content, and materials are current and error-free, We make no guarantees regarding their accuracy, currency, completeness, suitability, reliability or security. Non-personalized information, content, or materials in the App may change at any time, without notice.

Regarding benefits plans, the information You obtain through the App is not intended to be a comprehensive explanation of Your health/dental benefits. You should refer to your member booklet(s) for more information or contact Your plan sponsor to address any questions you may have requiring a detailed description of benefits covered under Your plan. 

Our financial, retirement, and insurance projection tools and calculators rely on certain assumptions – including inflation, interest, and rates of return – to generate results. We reserve the right to change the assumptions at any time, without notice, which may impact results. Results are intended for general informational purposes only. Results do not constitute personalized recommendations and do not confirm your eligibility for any specific product. Further, any results You receive through the use of these tools and calculators are not guaranteed.

12. Not offering any advice

Subject to section 5, the App and the services, information, and content contained within the App are provided for general informational purposes only and are not intended to provide You personalized wealth, health, or insurance advice unless We specify.  Always seek professional advice as it relates to your wealth, health, and insurance needs.

13. We are not liable to You

Sun Life is not liable for any delay, error, omission, interruption, lost or inaccurate information, computer viruses, malicious code or other defect in the App, or for the incompatibility between the App and Your Device or internet browser. We are not responsible for damages arising from Your acts or omissions or those of any third party. 

TO THE FULLEST EXTENT PERMITTED BY APPLICABLE LAWS, SUN LIFE, ITS AFFILIATES, AND THEIR DIRECTORS, OFFICERS, EMPLOYEES, AGENTS, CONTRACTORS, LICENSORS, AND SERVICE PROVIDERS SHALL NOT BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, CONSEQUENTIAL, SPECIAL, OR PUNITIVE DAMAGES, INCLUDING BUT NOT LIMITED TO, LOST PROFITS, LOST ANTICIPATED SAVINGS, LOST OPPORTUNITIES, LOST OR DAMAGED OR CORRUPTED DATA, BUSINESS INTERRUPTION, ANY PERSONAL INJURY, EMOTIONAL DISTRESS, LOSS OF USE, LOSS OF GOODWILL, OR ANY OTHER DAMAGES OR LOSSES ARISING OUT OF OR RELATING TO YOUR  USE OF OR INABILITY TO USE THE APP, OR RELIANCE ON THE APP, THE SERVICES OR ANY INFORMATION, CONTENT, OR MATERIALS THEREON, HOWEVER CAUSED AND REGARDLESS OF THE CAUSE OF ACTION, INCLUDING BUT NOT LIMITED TO, BREACH OF CONTRACT OR TORT, EVEN IF WE HAVE BEEN PREVIOUSLY ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.  

YOU ACKNOWLEDGE THAT THIS EXCLUSION OF LIABILITY IS AN ESSENTIAL TERM BETWEEN YOU AND US RELATING TO THE PROVISION OF THE APP AND SERVICES, AND WE WOULD NOT PROVIDE THE APP OR SERVICES TO YOU WITHOUT THIS LIMITATION.  IN THOSE JURISDICTIONS WHERE THE EXCLUSION OR LIMITATION OF LIABILITY MAY NOT APPLY, SUN LIFE’S AGGREGATE LIABILITY SHALL NOT EXCEED ONE HUNDRED ($100) CANADIAN DOLLARS.

14. Which laws apply

Except where prohibited by the laws of Your province, this Agreement will be governed by the laws of the Province of Ontario and the federal laws of Canada without regard to the principles of conflicts of law.  If there’s a legal problem or dispute relating to the App or this Agreement, it will be handled by the courts in Toronto, Ontario.

15. Apple rules

If You are using an iPhone, You also need to follow Apple’s terms of use and rules.

16. Contact Us

If You have questions or concerns, please contact Us:

17. General

Some parts of the Agreement (including sections 3, 4, 6, 7, 10, 11, 12, 13, 14 and 17) will still apply if You stop using the App or close Your Account.   

If one part of this Agreement is held to be invalid or unenforceable, the rest of the Agreement continues to apply.

You agree that Third Party Healthcare Providers may rely on these rules to protect themselves and enforce the terms of the Agreement against You.

This Agreement is in English, however, a French version is available as well.

For Your Reference, below are links to Third Party Healthcare Provider’s Terms of Use and Privacy Policies: