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