1. Contact us
Please call us at 1-877-786-5433, Monday to Friday from 8 a.m. to 8 p.m. ET to let us know about your condition.
We’ll start by asking you for basic information:
- Your name
- Policy number
- Date of birth
- Telephone number
- Address
- The type of illness or condition
2. Send us additional information
Once we’ve confirmed the basic information for your claim, we’ll ask you to complete one or more forms depending on your condition.
An advisor will connect with you to confirm what we need. They’re also happy to answer questions about your claim.
You can also call us at 1-877-786-5433, Monday to Friday from 8 a.m. to 8 p.m. ET. We’re here to help.
3. Send us your claim information
You can send forms and any other details to us using one of the options below. 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 us the information directly.
Fax:
1-866-487-4745
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:
disable@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.
4. Our review
After we receive the information we need, we’ll start our review of your claim. We may also reach out for further information if we need it.
You can ask your advisor for an update on your claim or send them more information any time during our review.
You can call us at 1-877-786-5433, Monday to Friday from 8 a.m. to 8 p.m. ET. We’re here to help.
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 apply the payment to your policy.
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.