Sun eApp

Time is on your side. Sun eApp has upgrades that make doing business a snap.
  • Apply directly for par, perm and universal life
  • Access your illustrations directly in Sun eApp and prefill applications for all life and CII products
  • See if a Client qualifies for temporary insurance coverage, apply for it and put it in place
  • Guide applications to the right underwriting queue with our intuitive flow

See what's new


Read more
about the new upgrades and what’s coming next.


Benefits

  • Apply for any life product
  • Faster turnaround
  • Intuitive flow guides you though the specifics of each application
  • Smart input fields make sure nothing gets missed
  • Dashboards organize your open cases and Client actions
  • Applications save and are available to complete on your schedule
  • Practice environment

Features

  • View sorted by Client and product information
  • Digital policy settlement
  • Attachments for new and in-force business
  • Individual, joint and corporate ownership
  • Remote and in-person eSign
  • Age and amount requirements update automatically for each application
  • Dynamic notifications for Accelerated Underwriting
  • New features every month

Sun eApp. It's about time.

Upgrade - Sunday December 6 (12:00 a.m. to 12:00 p.m.)

Sun eApp will be unavailable on December 6 from 12:00 a.m. to 6:30 a.m. ET. There may also be intermittent service outages until noon. We'll be applying system upgrades during this time.

Please schedule your usage around this window.




NEED ACCESS?

Register here

Type “Sun eApp” in Comments and we’ll get back to you within two business days.

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Sun eApp: latest upgrades tour webinar
time is on your side. Sun eApp has upgrades that make doing business a snap.

We continue to look for ways to make Sun eApp even better. Here are the latest updates:

November 23, 2020


  • Seamless Illustration integration: Access your illustrations directly in Sun eApp and prefill applications for all life and CI products.
  • Apply directly for par, perm and UL: Easy access to full applications for all life and CII products. Custom fields for each product, including par, perm and UL.
  • Access Temp insurance coverage (TIC): See eligibility, apply and put coverage in place. All in Sun eApp.
  • Intuitive flow through to underwriting: Updated to show evidence requirements for par, perm and UL. Eligible applications are guided to accelerated underwriting.
  • Updated tele-scheduler calendar view: Quickly book appointments in a scheduler with a new look and feel.

And more upgrades are coming! Look for enhancements to AML and attachments in early 2021.

August 30, 2020


You asked, we listened! Watch for Sun eApp improvements, driven by your feedback

Sun eApp, our new platform for life and critical illness applications, was built with extensive advisor feedback. We continue to listen to your feedback to make further improvements.

Here are some features you asked for that are in the August release:

  • Expanded practice environment that lets you add attachments and unlock applications to make edits
  • For clarity, “Send document” feature renamed to “Send for eSign”
  • Incorporated advisors can now complete the Advisor report
  • Small bugs have been fixed

Keep sending us your feedback through the Sun eApp platform. We’re listening.

Contact: Remember, if you need help with Sun eApp, you can email us any time at salesdesk@sunlife.com


July 26, 2020


We’ve added Canada Post address lookup. You can now select Client addresses from a dropdown menu – right after you start typing.

We’ve also added new in-force attachments for:

  • Address change
  • Request to cancel policy
  • Transfer of ownership

With every release we also add small enhancements and bug fixes based on your feedback.


June 28, 2020


  • Policy settlement with eSign
  • Real-time eligibility notifications for Accelerated Underwriting
  • Updates to AML for non-individual ownership
  • Sun CII max coverage increased
  • Application unlocking
  • New practice environment
  • Attachments for new and in-force business:
  • Illustration
  • Authorization to disclose information to advisor
  • Verification of Identity – Corporate
  • Verification of Identify – Individual
  • Disclosure Statement
  • International tax classification for an entity
  • International tax classification for an individual
    • Pre-authorized chequing (PAC) authorization
    • Beneficiary change
    • Name change
    • Application for a withdrawal or transfer of funds
    • Application for premium offset payment arrangement

    Upgrade - Sunday December 6 (12:00 a.m. to 12:00 p.m.)

    Sun eApp will be unavailable on December 6 from 12:00 a.m. to 6:30 a.m. ET. There may also be intermittent service outages until noon. We'll be applying system upgrades during this time.

    Please schedule your usage around this window.




    NEED ACCESS?

    Register here

    Type “Sun eApp” in Comments and we’ll get back to you within two business days.

    REGISTER FOR A WEBINAR

    Sun eApp: latest upgrades tour webinar
    time is on your side. Sun eApp has upgrades that make doing business a snap.
    How do I use Sun eApp?

    What can I do with Sun eApp

    You can use Sun eApp to help Clients apply for new individual or corporate owned life and critical illness policies. Applications can be for single or joint policies.

    Can I use Sun eApp to complete a multi-life application?

    For now, use Sun eApp to submit two separate applications. In special instructions, provide both policy numbers and tell us that this is part of a multi-life term and needs to combine into one policy.

    How do I prefill an application in Sun eApp from an illustration?

    1. On the Product details screen in Sun eApp, select Prefill from an illustration.
    2. Search for and select the illustration, then click Prefill application.
    3. Sun eApp will add the product information automatically.

    How do I make changes to a product after I prefilled an illustration?

    1. On the Product details screen in Sun eApp, delete the product.
    2. After deleting the product, make the necessary changes to the illustration in Sun Life Illustrations and save.
    3. On the Product details screen in Sun eApp, select Prefill from an illustration.
    4. Search for and select the illustration, then click Prefill application.
    5. Sun eApp will add the product information automatically.

    Why can’t I make changes to my Client’s date of birth, gender or smoking status after prefilling from an illustration?

    When you prefill from an illustration, these Client details are locked. If you need to make changes, follow these steps:

    1. On the Product details screen in Sun eApp, delete the product.
    2. After deleting the product, make the necessary changes to the Client details in Sun eApp or the illustration in Sun Life Illustrations (If required).
    3. Continue to prefill the application again.

    Do I need to include an illustration with a Sun eApp application?

    For term and critical illness policies, an illustration is not required. For all other products, attach the illustration before submitting the application. If you choose to prefill an Illustration for a Universal life or Participating policy, the illustration will automatically be attached.

    Will Sun eApp collect beneficiary details with an application?

    Yes. Sun eApp collects beneficiary information for individuals, trusts and charitable organizations. Sun eApp also allows for minor beneficiaries, trustees and contingent beneficiaries.

    How do I bookmark Sun eApp?

    You can bookmark Sun eApp by adding the link “sunlife.ca/suneapp” to your bookmarks. You will have to add this link specifically in order for your bookmark to work. Do not bookmark the URL of the Sun eApp webpage.

    Can I use Sun eApp to work remotely with a Client?

    Yes. You can submit applications using our temporary non-face-to-face process.

    Does the Client need to be in Canada to complete a non face-to-face application?

    Yes. The Client needs to be in Canada. We cannot initiate a new application for a Client that is out of country.

    Can I submit an application for a Client in a different province?

    You can submit an application for a Client in another province, using the temporary non face-to-face process, as long as you are licensed in the province where the Client resides. It’s important you indicate the province in which the Client resides as the “Signing Province.” We need this information to determine which provincial rules and regulations govern the contract.

    Can I conduct my meeting with the Client over the phone instead of by video conference?

    No. The temporary non-face-to-face process between you and your Client must be conducted by video conference.

    How do I indicate that an application was completed using the temporary non face-to-face process?

    You can indicate this on the Client Details page of Sun eApp. 

    Can a Client apply for temporary insurance?

    Yes. During the application process, Sun eApp will let you know if the Client qualifies for temporary insurance. When you select the option for temporary insurance and provide payment information, the details and agreement will be sent to the Client on the signature page.

    Why do I need to ensure I am using a secure email link/How do I ensure I am using a secure email link?

    We require you to use secure messaging when transferring documents because of the confidential content of Client  applications, and their associated documents. You must send emails with Client documents using head office domain emails. These cannot be sent from your personal email accounts.

    Most firms have TLS secured email. However, if you have any concerns about the email domain you are using, or are unsure if you have TLS security, we suggest you complete and send a paper application, and any associated documents, by courier.

    How do I complete the settlement process electronically?

    You will receive PDF versions of the Policy provisions, Policy delivery receipt and Acceptance of changes forms.

    1. Set up a video conference with the Client to review.
    2. Ask all relative questions.
    3. Use the Send for eSign feature in Sun eApp to send any forms the client needs to sign (i.e. Policy delivery receipt, Acceptance of changes, Illustration). For now, each document must be sent in a separate request.
    4. The Client will receive e-mails containing the necessary eSign instructions.
    5. Once signed, the documents will be sent directly to Sun Life for processing.

    How do I make a request for changes during settlement electronically?

    You will receive PDF versions of the Policy provisions, Policy delivery receipt and Acceptance of changes forms.

    1. Set up a video conference with the Client to review.
    2. Ask all relative questions.
    3. Use the Send for eSign feature in Sun eApp and select Policy settlement as the type of request.
    4. Check ‘Include request for changes’ and indicate the change(s) in the field provided.
    5. Fill out the required information and attach the Policy delivery receipt.
    6. The Client will receive an email containing the necessary eSign instructions.
    7. Once signed, the Policy delivery receipt with the request for changes will be sent directly to Sun Life for processing.

    How do I complete the settlement process by mail?

    1. Once you receive the policy from us, please mail it to the client.
    2. Set up a video conference with the Client to review.
    3. Ask all relative questions.
    4. Have the Client sign Policy Delivery documents (i.e. Policy Delivery Receipt, Acceptance of changes, Signed Illustration, Missing info on AML/VOI etc.)
    5. Have the Client email or fax them back to you, or send them by courier. 
    6. Once you’ve received the documents from the Client, please follow your firm’s instructions for submitting them to us.

    What documents are supported in the Send for eSign feature?

    You can now send requests to your Clients to eSign documents in support of in-progress applications and for in-force business. The following forms are available:

    • Illustration
    • Authorization to disclose information to advisor
    • Verification of Identity – Corporate
    • Verification of Identify – Individual
    • Disclosure Statement
    • International tax classification for an entity
    • International tax classification for an individual
    • Pre-authorized chequing (PAC) authorization
    • Beneficiary change
    • Name change
    • Application for a withdrawal or transfer of funds
    • Application for Premium Offset payment arrangement

    You can also use Send for eSign to settle a policy through Sun eApp.

    How do I send a non Sun Life fillable form using the Send for eSign feature?

    1. Open the form in Adobe Reader
    2. Fill out all required information
    3. From the menu, select File and Print
    4. Select Microsoft Print to PDF as the Printer
    5. Click Print. This will save a PDF file to attach in the Send for eSign feature.

    How do I give Sun Life a Client's payment details?

    Sun eApp will allow you to provide payment details now, or on delivery and acceptance of the policy. Sun eApp will prompt you to enter all required information.

    A client qualifies for "Zippy." What does that mean?

    We've confirmed the Client's application qualifies for our Zippy queue. If you submit the application by 4PM EST, you'll hear back in as little as 1 business day.

    To remain eligible for our Zippy queue, the Client must complete the evidence within Sun eApp. If they choose to do a tele-interview, they must complete it before we'll review their application.

    Can I provide Sun Life with additional information related to a Client's application?

    Yes. On the summary page, you can provide any extra information under "Add special instructions". You can provide details like reuse of evidence, shared ownership splits, if you will order any lab requirements, and instructions regarding the Client's evidence information.

    Can I backdate an application in Sun eApp?

    Yes. You can backdate an application up to 90 days within the application if eligible. You can also ask us to backdate a term application up to 6 months by leaving a note in the "Additional Comments" section of your advisor statement.

    Can I review locked applications during the issue process?

    Yes. You can view the administrative details of a locked application from within a Client’s record. These records are accessed through your dashboard. These PDF versions will remain available until a policy is issued.

    What should I do once I've submitted an application through Sun eApp?

    Once you submit an application, you can follow its status in your once it appears in Activity centre.

    Will my firm receive a copy of the application for their review?

    Yes. Once you submit an application, we'll email the advisor statement and a copy of the administration details to your firm. We won't share the Client's medical evidence.

    I'm an Insurance Specialist associated with a National Account. How do I update the Advisor of Record (AOR) information?

    Leave us a note in your advisor report, under "Additional Comments," naming the Advisor of Record (AOR).

    How do I tell you that evidence is being ordered from another company?

    On the Summary page, use "Add special instructions" and provide the name of the Insurance company and the policy number of the Insurance company.

    I'm getting an error message when I try to access Sun eApp?

    The advisor site thinks you're still in an older session. Close and re-open your browser. Log in to the advisor site, then log out of the advisor site. You should now be able to log in again and access Sun eApp.

    What can I do if I have issues downloading fillable forms from Sun eApp?

    1. Click the form link and download the fillable form to your computer.
    2. Open Adobe Acrobat Reader.
    3. In the menu, select File, Open and select the file that you saved.
    4. Fill out the form and save it on your computer.
    How do I use remote eSign with Sun eApp?

    How do Clients receive eSign instructions?

    Clients are emailed instructions by Sun eApp when it's time for them to sign.

    How do Clients receive a text with a passcode in order to eSign the document?

    Clients will receive an email from Sun Life containing the necessary eSign instructions. Once they click the link in the email, a text message will be sent to their mobile phone with their passcode to eSign.

    Why is the eSign package showing a different time?

    Our eSign system uses GMT, the international time zone standard.

    How do I resend the email to a signer?

    Locate the Client’s application on the Sun eApp dashboard.  Click on it to display the Sign and Submit page.  Click on ‘Manage details’ to get to the eSignature package. Select which signer you need and click “Resend email.” Sun eApp will only email the selected signer.

    How do I resend the passcode to a signer?

    Locate the Client’s application on the Sun eApp dashboard.  Click on it to display the Sign and Submit page.  Click on ‘Manage details’ to get to the eSignature. Select which signer you need and click “Resend email.” Sun eApp will send the selected signer the passcode email.

    How do I cancel an eSign Package?

    You can only cancel an eSign package if no one has signed. Locate the eSign package on the dashboard. Click on it to display the Details screen. Click "Cancel package."

    How do I change the email address used for a Client's signature?

    Locate the Client’s application on the Sun eApp dashboard.  Click on it to display the Sign and Submit page. Click on ‘Manage details’ to get to the eSignature package. Click on it to display the Details screen. Then:

    1. Click the pencil icon next to the signer's email address
    2. Enter their new email
    3. Click "Done"

    Sun eApp will automatically send an email to the new email address. This this won't affect other signers.

    Remember, you're not able to enter your email for the Client. Each signer must have a unique email address.

    How do I change a Client's mobile phone number?

    Locate your the Client’s application on the Sun eApp dashboard.  Click on it to display the Sign and Submit page.  Click on ‘Manage details’ to get to the eSignature package. Click on it to display the Details screen. Then:

    1. Click the pencil icon next to Client's mobile number
    2. Enter their new number
    3. Click "Done"

    Sun eApp will automatically send an email to the new email address. This this won't affect other signers. When the signer clicks on the hyperlink in the email a passcode will be sent to the updated mobile phone number.

    Remember, each signer must have a unique mobile number.

    How do I use in-person eSign with Sun eApp?

    Do I need a Client's address and mobile phone number required for in-person eSign?

    If a Client has chosen to receive their fully signed package by "email and passcode," they'll have to provide a unique email address and mobile number.

    If a Client has chosen to receive their fully signed package by "email and security question," they'll only have to provide a unique email address.

    Can I change the security question and answer if a Client has forgotten it?

    No. You can't change a security question once it's set. But you can look up the answer. To do so:

    1. From the Sun eApp Dashboard select the Client’s application to open the “Sign and submit” page
    2. Click on “Manage details”
    3. Click on the package to access the Details screen
    4. Click on "Security Question" under "Authentication Method"

    Why did a Client receive an eSign package expiry notification? I'm meeting with them today to have the documents eSigned in person.

    Avoid starting the in-person eSignature process until the Client is with you.

    • If a Client needs the package in advance, initiate it for them the same day they plan to sign.
    • If a Client reschedules their meeting, you'll need to cancel their eSign package and initiate a new one later on.
    How do I use eSign for joint accounts?

    Can one Client sign in person and another one remotely?

    Yes. Each Client can sign as best suits their needs.

    Does each Client need a different security question?

    No. Clients can reuse the same security question.

    If one Client signs in person but the remote Client doesn't sign within the 7 day window, do both Clients have to resign?

    Yes. You'll have to restart the eSign process, and the client that had already signed will have to sign again.

    How do I collect evidence with the Client?

    Can a Client use previously collected evidence?

    Yes. We're happy to look at evidence already collected in the past 9 months for Clients age nearest 70 or less (for ages 71 and older collected in the past 6 months) if there has been no change to their risk profile. For Clients age 71 and older, we’ll look at evidence collected in the last 6 months.

    You can request that we do this by including a note in your advisor statement, under "Additional comments." Be sure to indicate the source of the evidence (e.g., name of the other insurance company and policy, the other Sun Life policy, etc.).

    What if I need to submit a Life insurance replacement declaration, aviation, or specific form not in Sun eApp?

    As we build Sun eApp, some application forms are still on paper. Just for now, if you need to submit one of these with a Client, you'll have to use the paper version. Send it to us, and we'll process it with the Client's application.

    How soon should I schedule a tele-interview for a Client?

    Our Tele Interviewers are available for appointments Monday - Saturday.  Sun eApp will show available appointment dates and times two business days out

    If you anticipate a delay in submitting the application to us, please schedule the tele-interview for later. We won't be able to complete the tele-interview until after we have received the Client's application.

    Note: Due to a current high-volume of requests for tele-interviews, we may be unable to accommodate your Client’s selected time. Book the time your Client prefers and if there's an issue, we’ll contact them to reschedule within 48 hours of receiving the application.

    Can a Client complete their tele-interview in a language other than English?

    Yes. You can change the language to French or Other. If you select Other, please indicate the Client's preferred language.

    Who orders any additional requirements?

    Sun Life will order all requirements other than the non-medical and the tele-interview. If you want to make specific arrangements for a Client, please indicate this in your advisor statement under "Additional comments."

    Upgrade - Sunday December 6 (12:00 a.m. to 12:00 p.m.)

    Sun eApp will be unavailable on December 6 from 12:00 a.m. to 6:30 a.m. ET. There may also be intermittent service outages until noon. We'll be applying system upgrades during this time.

    Please schedule your usage around this window.




    NEED ACCESS?

    Register here

    Type “Sun eApp” in Comments and we’ll get back to you within two business days.

    REGISTER FOR A WEBINAR

    Sun eApp: latest upgrades tour webinar
    time is on your side. Sun eApp has upgrades that make doing business a snap.

    Who can I contact for help?

    Need to reset your advisor site password?

    • Email PCAID@sunlife.com and provide your name, advisor site access ID, and date of birth

    Questions about Sun eApp?

    • Sales Desk: 1-800-800-4SUN (4786)

    On a case already submitted

    Upgrade - Sunday December 6 (12:00 a.m. to 12:00 p.m.)

    Sun eApp will be unavailable on December 6 from 12:00 a.m. to 6:30 a.m. ET. There may also be intermittent service outages until noon. We'll be applying system upgrades during this time.

    Please schedule your usage around this window.




    NEED ACCESS?

    Register here

    Type “Sun eApp” in Comments and we’ll get back to you within two business days.

    REGISTER FOR A WEBINAR

    Sun eApp: latest upgrades tour webinar