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

If you’re unhappy with our final position, you can contact an external regulator or ombuds service. Who you need to contact depends on where you live and what your complaint is about. 

For insurance

OmbudService for Life & Health Insurance (OLHI) – Include your final position letter when you submit your complaint. OLHI can be reached at 1-888-295-8112 or in writing using the complaint form at olhi.ca.

If you live in Quebec – You can contact Sun Life at any time to ask that the Autorité des marchés financiers (AMF) review your complaint. They send your complaint record to the AMF no later than 15 days after receiving your request. AMF can be reached at 1-877-525-0337, by email at information@lautorite.qc.ca or in writing using the complaint form at lautorite.qc.ca.

If you live in Saskatchewan – The Superintendent of Insurance can be reached at 306-787-5634 or 1-877-880-5550, or by using the complaint form on the Financial and Consumer Affairs Authority website at fcaa.gov.sk.ca, or in writing to FCAA, 4th Floor, 2365 Albert Street, Regina, SK, S4P 4K1.

For mutual funds

Ombudsman for Banking Services and Investments (OBSI) – Include your final position letter from Sun Life when you submit your complaint. You can reach OBSI at 1-888-451-4519, by email at ombudsman@obsi.ca or in writing using the complaint process on their website at obsi.ca.

If you live in Quebec

You can contact Sun Life at any time to ask that the Autorité des marchés financiers (AMF) review your complaint. They will send your complaint record to the AMF no later than 15 days after receiving your request. AMF can be reached at 1-877-525-0337, by email at information@lautorite.qc.ca or in writing using the complaint form at lautorite.qc.ca.

If you live outside of Quebec

For complaints about mutual funds outside of Quebec, you can contact the Canadian Investment Regulatory Organization (CIRO) at 1-877-442-4322 or in writing using the complaint form on their website at ciro.ca.

About the Financial Consumer Agency of Canada

The Financial Consumer Agency of Canada (FCAC) supervises all federally regulated financial institutions, which includes federally regulated insurance companies, for compliance with federal consumer protection laws, including the requirement to have a complaint-handling process in place. FCAC does not resolve individual complaints.

If you have a problem with a financial product or service, you may file a complaint with Sun Life. If you’re not satisfied with how your complaint has been handled, you can escalate the complaint to the third-party complaints body listed above.

If you want to know your rights or need information about Sun Life’s complaint-handling process, you may contact FCAC by online form, mail, or telephone. FCAC uses information from consumer enquiries to support its mandate.

Website: https://www.canada.ca/en/financial-consumer-agency/

Online form: https://www.canada.ca/en/financial-consumer-agency/corporate/contact-us.html

Phone:

For service in English: 1-866-461-FCAC (1-866-461-3222)

For service in French: 1-866-461-ACFC (1-866-461-2232)

For calls from outside Canada: 1-613-960-4666

Teletypewriter (TTY): 1-866-914-6097 / 613-947-7771

Video Relay Service: FCAC welcomes Video Relay Service (VRS) calls. You do not need to authorize the relay service operator to communicate with FCAC. Visit https://srvcanadavrs.ca/en/ to learn more.

Mailing address:

Financial Consumer Agency of Canada
427 Laurier Avenue West, 5th Floor
Ottawa ON
K1R 7Y2

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.

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.