For now we have extended our call centre days to include Saturdays from 9:00 a.m. to 5:00 p.m. ET. We will continue to assess to ensure plan members needs are being met.

 

We are committed to keeping you up to date and will post new information as it becomes available

Sun Life is operating with an abundance of care to limit the spread of COVID-19 amongst our employees – and the world around us. Our top priority is the health and well-being of our employees, Clients, advisors, consultants and communities.

We are monitoring the global developments related to COVID-19 and adjusting our processes, practices and procedures as the situation evolves.

We want to ensure we continue to deliver for you, our Clients. We know that you need us now, more than ever. We will provide regular updates on this page to help keep you informed.

What's new

  • Our video on supporting employee mental health is now available.
  • Benefits coverage during lay-off or shutdown
  • Premium payment and renewal flexibility
  • Updated: Out of Country coverage

Business Continuity and Pandemic plans

At Sun Life, we are monitoring global developments related to coronavirus very closely.  We are following the guidance of trusted global agencies, as well as medical experts within Sun Life.  We are taking precautionary measures with our own employees in order to minimize any potential risk of disruption to servicing our Clients.

Our enterprise-wide business continuity policy governs business continuity (including pandemic planning) and disaster recovery planning for critical business functions performed at all our major business locations. The focus of our plans is to protect the health and safety of our employees, mitigate business and operational disruptions for our Clients and carry out our regulatory and contractual obligations in a responsible manner. The business continuity plan is flexible and can be adapted to a wide range of events.

Our approach includes building contingency plans founded on “all hazards” crisis management, business continuity, and disaster recovery services including support from vital external service providers and external business partners. Response plans include pandemic, facility outages, systems, power outages, etc.

Disaster recovery plans include offsite recovery and back-up data storage facilities. We also employ a dual recovery strategy which includes redirecting work and/or staff amongst multiple sites, or having staff work-from-home where possible. In some circumstances elements of our recovery plan include participation of major third party service providers. These elements are governed by contracts which include service level agreements.

Overall coordination, guidance and compliance monitoring for business continuity across Sun Life is a centralized function, and a crisis management team comprised of senior management across Sun Life with support teams for Human Resources, Legal and Compliance, Communications, Information Technology and Facilities, is responsible for overseeing all aspects of the business continuity and recovery activities.

Our business continuity policy requires all business continuity plans to be tested at a minimum on an annual basis.

 

Taking steps to prevent diabetes

Out of country

Updates on Out of Country (OOC) coverage

Short term disability

Short-term disability

Information on short-term disability (STD)

Virtual Care

Virtual Care

Extending virtual health care

Drug Claims

Drug claims

Information on drug refills

Health and dental claims

Health & dental claims

Updates on claims and coverage

Information for plan members

To help educate plan members about COVID-19 and how it may impact them, we are continuously sharing information on the my Sun Life mobile app, mysunlife.ca, and on sunlife.ca.

We have launched a dedicated page for plan members at sunlife.ca/covid-19 that we will continually update with the latest information.

How to stay up-to-date on COVID-19

You can also visit the Canadian Life and Health Insurance Association (CLHIA) website for industry-related information.