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FAQ – Questions sur Google Home

Have questions about connecting with Sun Life on Google Home? Here are some answers.

Getting started

  1. To enable Provider Search, there’s nothing for you to do! Simply say, “Ok Google, talk to Sun Life to find me a provider.”
  2. To check account balances, first you need to link your Sun Life account – see ‘How do I link my Sun Life account’ below.

Refer to the Google Home Help page to learn more about how your Google Home device works.

  1. Open the Google Assistant or Google Home app on your smartphone, and go to the “Explore” section to search for Sun Life.
  2.  Open the Sun Life app, click on Link. If you are a Sun Life plan member, you can now link your Sun Life Group Benefits account with your Google account.
    1. Select “I am a Client.”
    2. Agree to the terms and conditions.
    3. Enter your Sun Life sign-in ID and password (which is the same as your mysunlife.ca login details).
    4. Select Connect.
  3. Create a 4 digit voice security PIN code that you will use when checking your balances.

In your Google Assistant app, search for the Sun Life app page. If there’s an “UNLINK” button, that means you are linked.

Both English and French are available on the Sun Life app.

You can check the balances on the following accounts (if you have them): Health Spending Account, Personal Spending Account or your Vision Care account (for both you and your dependents).  You can use the Provider Search tool to look for certain types of health-care providers near you.

No, if you choose not to turn on Voice Match on your Google Home device, you will still be able to use the features of the Sun Life app. If you choose to turn on Voice Match, the Google Assistant will not respond with your personal results to a voice it doesn’t recognize as yours. For your own privacy, you should enable Voice Match when using the Sun Life app, as it will help prevent others with a different voice profile from accessing your information.

Yes. Please make sure that you turn on Personal Results in the Google Home app, so we can help you access features such as Check Balances and Provider Search. If Voice Match is turned on, the Google Assistant will not respond with your personal results to a voice it doesn’t recognize as yours.

Questions about security or my PIN:

When you use the Sun Life app, Google shares the content of your requests with Sun Life. You can review Sun Life’s Legal, privacy, security and fraud information here. Your use of the Google Home service is subject to Google’s data security and privacy terms.

Your numeric voice security PIN is used as an extra layer of security to prevent any unauthorized people from getting into your Sun Life account. You’ll be asked to say your 4 digit numeric PIN whenever you use your Google Home device / Google Assistant to check your Sun Life account information. This PIN is unique to you. It should be separate from your mysunlife.ca login credentials and PIN codes used for other accounts and services. Don’t share this PIN with anyone else, as it gives access to information that may be confidential. Please be cautious when saying your PIN, as other people nearby may overhear you.

To reset your PIN, you will need to unlink and re-link the Sun Life app within the Google Assistant mobile app. You’ll need to sign in with your Sun Life ID and password, then you can set your new PIN. If you have forgotten your Sun Life sign in password, you can visit mysunlife.ca to reset it.

Yes, you need to ensure that your account is linked and that you have set your 4 digit numeric PIN so you can sign in and get information about your Health Spending Account, Personal Spending Account or your Vision Care account.

If you have been locked out of your Sun Life account, please call the Client Care Centre at 1-800-361-6212.

Certain plans or plan sponsors do not allow their plan members to access their Sun Life accounts with this type of technology. You can still use the Provider Search feature on the Sun Life app on the Google Home device to look up health-care provider information without linking your Sun Life account. Simply say “Hey Google, talk to Sun Life to find me a provider” or “Ok Google, talk to Sun Life to find me a provider”.

Questions about access:

Please refer to your Employee benefits booklet for full details of eligible expenses under your plan, including limitations, exclusions and conditions of coverage.

If you are not a Sun Life plan member, you can still use the Provider Search feature, which is available to all Canadians on the Google Home device.

You can check your remaining vision care balance for both you and your dependents (if you have them). Your remaining balance includes the coverage information for lenses, contacts and frames only. We do not yet support checking coverage related to eye exams, optometrists or ophthalmologists. Please refer to your Employee benefits booklet for full details of eligible expenses under your plan, including limitations, exclusions and conditions of coverage.

Depending on your plan setup, your dependents may not be identified on your account until a first claim has been made for each dependent. If you have dependents visible on mysunlife.ca and on the my Sun Life mobile app, you may need to try saying the name(s) again when checking coverage information. Our technology is continuously improving and we are working on enhancing our name-recognition capabilities.

Questions about Provider Search:

Provider Search is a tool that makes it easier for you to find certain kinds of health-care providers in your area who have been rated by other Sun Life plan members. It can help you find the closest or highest-rated dentist, physiotherapist, chiropractor, massage therapist or psychologist. You can use Provider Search through Google Home, the my Sun Life mobile app and sunlife.ca

You can search for nearby dentists, physiotherapists, chiropractors, massage therapists or psychologists. You can request a text message with their address and phone number.

Yes, anyone can use the Provider Search tool, regardless of whether they are a Sun Life plan member. All Canadians can use it to help them find the health care provider(s) they need.

First, make sure you’re an eligible Sun Life plan member. Then, be sure you have linked your Sun Life account via the Google Assistant app, and authenticated using the 4 digit numeric voice security PIN that you have set up for that purpose. If you’ve tried all these steps and are still having difficulty, please call the Sun Life Client Care Centre at 1-800-361-6212.