We’re sorry for your loss. During this difficult time, we want to support you by making sure you have everything you need for your life insurance claim.
You can speak with the advisor who worked out the details of your loved one’s insurance policy. Give them a call if you want any help.
Need to find the advisor’s email or phone number? Go to Find an advisor and search by their last name.
Can’t reach the advisor? Please follow these steps to submit your claim.
Step 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 loss.
We’ll start by asking you for basic information:
- Full name of the insured person
- Policy number
- Date of birth of the insured person
- Date of passing
- Country of passing
- Cause of death
- Funeral home name, address, and phone number
- Your name
- Your relationship to the insured person
- Your address, email, and phone number
Step 2. Confirm if we need more information
Once we’ve confirmed the basic information for your claim, we’ll let you know if we need anything else.
Depending on your policy, we may be able to review your claim without needing a Claimant Statement form or proof of death.
If we do need more information, an advisor will connect with you to help.
If you have questions, you can also call us at 1-877-786-5433, Monday to Friday from 8 a.m. to 8 p.m. ET.
Step 3. Send us your claim information
You can send us forms and any other details using one of the following options. Please keep a copy of the documents you send us for your records.
If you need to send medical details 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:
LFCLM@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
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 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.
Step 5. The claim decision
If we approve the claim, we’ll make the payment by electronic funds transfer (EFT) or by cheque, depending on what you choose on your Claimant statement form. If you’d like your payment by EFT, include a void cheque with your Claimant statement form.
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. Please note that you may be charged a fee to send us new medical information.