Customer Access

What is Customer access?

Customer access is a secure area of the Sun Life Financial website. It offers your clients a convenient self-serve view into their individually owned Sun Life Financial insurance and investments. You can assure your clients that the Customer access site is very secure. We've created our site following the best practices used in the industry. Some of the security features include:

  • detailed authentication questions during customer registration
  • a 12-digit Access ID and an 8-character temporary password
  • separate mailings for Access ID and password
  • stringent rules for resetting a forgotten password, and
  • your client requiring a Web browser that supports a 128-bit encryption to sign in to the secure area of our website.

With these and other practices, we are protecting your client’s privacy online.

What can my client see on Customer access?

Once your client signs in to Customer access, their individually-owned insurance and investment plans will be displayed with the exception of Personal Health Insurance, Health Coverage Choice and segregated funds. They can also see their personal contact information.

They'll see detailed information about:

They'll see limited information about:

Insurance

  • SunUniversalLife and Sun Limited Pay Life
  • Sun Critical Illness Insurance

Insurance

  • Sun Life permanent and term insurance policies issued before September 2003
  • Sun LifeAssist
  • SunTerm
  • Sun Par Protector and Sun Par Accumulator
  • Sun Lifetime Alternative

Investments

  • Guaranteed investment certificates (GICs), including SunGIC Max          

Investments

  • Sun Life Accumulation Annuities issued before June 2003 (no longer available for sale)
  • Income Master RRIFs and LIFs
  • Superflex
  • Payout annuities

What can the Customer access support tool offer?

You can use Customer access by visiting www.sunlife.ca/CustomerAccess to access your own personal accounts with Sun Life Financial.

What information can I see using the Customer access support tool?

  • You will only see policies for which you are the advisor of record.
  • You will not be able to initiate changes on your client's behalf through the Customer access support tool. Only your client can request changes when they are signed in to Customer access with their Access ID and password.

How does my client register for Customer access?

If your client owns a personal Sun Life Financial product, they can visit the sunlife.ca sign in page and select the Register button. They need to provide their policy number in order to register.

Can I register my clients for Customer access?

Promoting Customer access is an excellent way to demonstrate how you can provide leading edge and competitive services for your clients.

For security, it's important that clients initiate and complete the Customer access registration themselves. It's okay for you to encourage and help. It's not appropriate for advisors to register a client without the client's knowledge.

 

Can clients pay their premiums on Customer Access?

We don't currently support premium payments for insurance policies through Customer access. For web banking users, premiums can be paid through the online banking sites of most major financial institutions.

Do we track customer activity on the Internet?

Yes, we track all visits to www.sunlife.ca to understand what areas of the site are being used most, to remember customers' personalized home page settings, etc.

Because of privacy guidelines we do not report on an individual customer's website activity unless the information is required to service their account. For example, if your client requested an address change online, you would be notified of that change so that you can continue to provide service. However, if your client visited the careers page on our website, that information has no relevance to the servicing of their insurance and investments and therefore would not be reported to you.

Who will clients call for password resets, ID problems or questions?

Clients who forget their password can request a new password online. Or they can call the Customer Care Centre at 1-877-SUN-LIFE (1-877-786-5433).

What is secure messaging?

Secure messaging allows your client to communicate confidentially with Sun Life Financial. Secure messages never travel through the internet as unprotected email, where they could be viewed by others. Messages are stored on Sun Life Financial's computers and can only be viewed by your clients when they sign in to Customer access.

Can my client have one ID and password for their personal and trustee accounts?

If your client is the trustee of a plan, they must register for a separate Access ID and password to access a policy or account for which they are a trustee. This means they’ll have two different Access IDs and passwords.

Who is able to access spousal policy information in Customer access?

For spousal policies, only the owner of the account may see it in his or her online insurance and investments in Customer access.

Are clients able to access corporately-owned policies in Customer access?

Clients are not able to access corporately-owned policies in Customer access.

Contact information

For problems with passwords, IDs or general questions, your client can:

  • call the Customer Care Centre (CCC) 1-877-SUN-LIFE (1-877-786-5433), or
  • send a secure message within Customer access