The health interview/The memory exercise

The health interview

This interview is required if you're applying for Sun Long Term Care Insurance

What is a health interview?

As part of the underwriting process for Sun Long Term Care Insurance, a health professional may interview you either by telephone or in person. Health interviews are used to gather additional information about your medical history and perform memory exercises (see below), such as word recall tests.

Who performs the interview?

A health professional from our contracted service providers, Watermark Insurance Services & BW Underwriting Services, will complete the interview.

How is the interview scheduled?

A representative will call you to schedule an appointment at your convenience. When the representative calls, it may be displayed as a toll-free number. The representative will leave a message if you don't answer, with instructions to call their number to set up an interview. Please call back to schedule your appointment to complete the interview.

If you have any questions about the scheduling of your interview, please contact the applicable service provider below.

For a Telephone interview, please contact BW Underwriting Services toll free at 1-888-421-5350. Hours of operation are 8 am - 5 pm EST Monday through Friday.

For a Face to Face interview:
English: Please contact Watermark Underwriting Services toll free at 1-877-421-5419. Hours of operation are 8 am - 6:30 pm EST Monday through Friday.

French: Please contact Watermark Underwriting Services toll free at 1-866-665-9915. Hours of operation are 9 am - 5 pm EST Monday through Friday.

How the interview works

A representative will call you. They will start off by stating that they're calling on behalf of Sun Life Financial and will ask if it's a convenient time. They will ask you a few questions to verify that they're speaking with the correct person and inform you that the call is being recorded. After receiving confirmation, the representative will ask you a number of questions about your lifestyle and personal health history.

Preparing for the interview

Due to the personal nature of the interview, please ensure that you can be in a location where you'll be uninterrupted and comfortable answering these questions. You can help speed up the interview and ensure it goes smoothly by being prepared. You may want to make a note of the following information that will be requested:

  • Name, address and phone number of your medical advisor/clinic and the date of your last checkup
  • Name and dosage of any medications
  • Lifestyle questions such as employment, driving, and recreational activities
  • Personal health history questions and your ability to perform everyday activities

While certain questions may have already been answered on the application, a health professional will be confirming the answers and obtaining additional details when necessary.

You will be asked to complete a memory exercise (see below). It's important that you follow the interviewer's instructions carefully to avoid having a follow-up face-to-face interview.

Telephone interviews

Telephone interviews are intended for individuals age 50 and over, but may also be required for younger individuals, depending on information provided in the application. The telephone interview takes approximately 30 minutes to complete but can vary in length depending on the amount of information we need to gather from you. Based on the information developed during this interview, a face-to-face interview may be required.

Face-to-face interviews

Face-to-face interviews are intended for individuals age 70 and over. We may also conduct them for younger persons depending on the answers given on the application or on the phone. The interview will take approximately 45 minutes to complete. It can be shorter or longer depending on the information we need. At the end of the interview, you'll be asked to review, sign and date the face-to-face interview form.

The memory exercise

The memory exercise is required if you're applying for Sun Long Term Care Insurance or Sun Retirement Health Assist

What is a memory exercise?

A memory exercise is an underwriting requirement requested for individuals age 50 and over who apply for Sun Long Term Care Insurance, and those age 60 and over who apply for Sun Retirement Health Assist.

This exercise evaluates memory through two different word recall exercises. During the memory exercise:

  • you will be instructed not to write down the words
  • the interviewer will give you a list of 10 words to memorize
  • a few minutes later you'll be asked to repeat as many of the 10 words as possible
  • the interviewer will then read you animal names in groups of three and ask you to choose which of the animals is most different
  • a few minutes later you'll be asked to recall the names of the animals

A health professional will contact you by telephone to perform the memory exercise. For a successful memory exercise it's important to follow the instructions of the interviewer. Please ensure you can be in a location where you'll be uninterrupted and comfortable answering the memory exercise.

How the interview works

A representative will call you. They'll start off by stating that they are calling on behalf of Sun Life Financial and will ask if it's a convenient time. They'll ask you a few questions to verify that they're speaking with the correct person and inform you that the call is being recorded. After receiving confirmation, the representative will begin the memory exercise.

The stand-alone memory exercise takes approximately 15 minutes to complete.