Submit a disability claim

Call us at 1-800-361-6212 Monday to Friday, 8 a.m. to 8 p.m. ET.

Are you with the Public Service Health Care Plan (PSHCP) or the Pensioners’ Dental Services Plan (PDSP)? Then call 1-888-757-7427 Monday to Friday, 6:30 a.m. to 8 p.m. ET.

3 helpful tips

1. Be timely. Contact us as soon as you’re aware that you need to file a long-term care claim.

2. Be thorough. Give us as much information as you can when you send us your claim.

3. Be complete. Please fill out all of the information on the claim form. Remember to sign and date the forms you send us.

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 Long Term Care insurance – Claimant’s statement form due to your illness, make sure it’s signed by your power of attorney for property. Submit the form appointing the power of attorney along with the signed Long Term Care insurance – Claimant’s statement form.

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. 


Sun Life 
227 King St S 
PO Box 1601 Station 
Waterloo, ON  N2J 4C5 
Sun Code: 300A50 

Sun Life 
227 King St S 
Waterloo, ON  N2J 4C5 
Sun Code: 300A50 

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. 

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