Step 1. Contact us
Call us at 1-800-669-7921 as soon as possible after the date of your diagnosis or surgery to let us know about your critical illness. We’re open any business day between 8:30 a.m. and 5 p.m. ET.
We’ll start by asking you for basic information:
- Your name
- Date of birth
- Phone number
- Address
- The type of illness
Please ensure you review the definitions, terms and conditions of your coverage. Depending on your plan, you can find coverage details in your certificate, employee booklet, group contact or benefits administrator.
Step 2. Complete the Critical Illness claim forms
After we speak with you, we’ll send you a package with these forms:
- Proof of Claim
- Confidential Physician’s Report
- Authorization Form
If your doctor charges a fee to help you complete the forms, you’ll have to pay the cost. If you’d like help with these forms, please call us at 1-800-669-7921, Monday to Friday from 8:30 a.m. to 5 p.m. ET.
The most common missing information is:
- Physician contact information: the full address, including postal code and phone number of all of the doctors you consulted. This includes regular attending physicians and specialists.
- Signatures: If you're unable to sign the claim form due to your illness, make sure it's signed by your power of attorney for property. Submit the form appointment the power of attorney along with the signed claim form.
Step 3. Send us your completed forms
Please keep a copy of the documents you send us for your records. If you need to send medical information for your claim, your doctor can send it to us directly.
You can send us your information using one of these options:
Fax:
1-855-233-9880
Mail:
Sun Life
227 King St S
PO Box 1601 Station
Waterloo, ON
N2J 4C5
Sun Code: 300A50
Courier:
Sun Life
227 King St S
Waterloo, ON
N2J 4C5
Sun Code: 300A50
Email:
A&Aclaims@sunlife.com
If you choose to send your information by email, we can’t guarantee the privacy or security of email communications while they’re on their way to us.
Step 4. Our review
Once we have your claim information, we’ll send you a letter with the name and contact of your dedicated case manager. They’ll be your main point of contact for your claim. You can also ask them for an update or send them more information any time while we’re reviewing your claim.
You can also call us at 1-800-669-7921, Monday to Friday from 8:30 a.m. to 5 p.m. ET.
Step 5. The claim decision
Once we’ve finished our review, we’ll send you a letter to let you know if your claim is approved.
- If we approve the claim, we’ll make the payment by cheque.
- If you’d prefer your payment by electronic funds transfer (EFT), be sure to give your case manager a copy of a void cheque when you start your claim.
- Depending on your policy, there may be a waiting period before we can make the payment. This is what your policy calls a survival period.
If we don’t approve the claim:
- We’ll send you a letter with a detailed explanation about our decision, including any relevant medical information.
- If you choose to appeal our decision, we’ll give you next steps.
- You’ll have 90 days to send us new information. If your doctor charges a fee to send us new medical information, you’ll have to pay the cost.
This information can be sent by:
Fax:
1-855-233-9880
Mail:
Sun Life
227 King St S
PO Box 1601 Station
Waterloo, ON
N2J 4C5
Sun Code: 300A50
Courier:
Sun Life
227 King St S
Waterloo, ON
N2J 4C5
Sun Code: 300A50
Email:
A&Aclaims@sunlife.com
If you choose to send your information by email, we can’t guarantee the privacy or security of email communications while they’re on their way to us.
