Lumino Health Virtual care

Secure access to healthcare
when it matters most.
Lumino Health Virtual Care Pilot ends April 30, 2021.

See what Sun CII can do.

Lumino Health Virtual Care gives Clients access to health-care professionals through Dialogue – online and by phone.

Important update:

The Lumino Health Virtual Care pilot will end on April 30, 2021 for Individual Sun Critical Illness Insurance (CII) policies. This means any Clients that are insured by a Sun CII policy with an issue date after May 1, 2021 will not be eligible for Lumino Health Virtual Care. For example, if an application is signed and received on April 30, 2021, but the issued date is after May 1, 2021, the Client will not eligible for Lumino Health Virtual Care.

Who is eligible?

Clients who are insured by a Sun CII policy with an application signed date and issue date between April 20, 2020 and April 30, 2021 – and their immediate families – will still have access to Virtual Care for one whole year from their policy issue date.

Lumino Health Virtual care lets Clients connect with health-care professionals from the comfort of their own homes. They can speak with a nurse for any questions related to their health, or consult a doctor through a secure video if a diagnosis or prescription is required. It’s confidential, and completely free of charge. They can also consult other health professionals (e.g. nutritionists) for an additional fee.

With this virtual walk-in clinic, they can:

  • Talk to a nurse or doctor about their physical or mental health
  • Receive a diagnosis
  • Receive a prescription

Best of all, Sun Life is providing this service free for a year to Clients insured by a Sun CII policy purchased between April 20, 2020 and April 30, 2021, and their immediate families.*

About 70% of walk-in clinic cases are suitable for Lumino Health Virtual Care. The service is accessible 24/7 from within Canada. Some features aren’t available outside regular business hours (you can’t refill a prescription at 2 a.m.). Regular hours are Monday to Friday, 8 a.m. to 8 p.m. and Saturdays and Sundays, 10 a.m. to 4 p.m. (across all time zones in Canada).

To get started

Clients will need their Sun Life welcome letter.

To register, they can visit Lumino Health Virtual Care or download the Lumino Health Virtual Care app for iPhone or Android. They will have to

  • Fill in the Insured's name and birthdate 
  • Type in the postal code listed at the top of their welcome letter

It’s that easy. 

Questions? Contact us at individual.health.product@sunlife.com

Frequently Asked Questions

Q) Who is eligible?

A) Clients who are insured by a Sun Critical Illness (CII) policy with an application signed date and issue date between April 20, 2020 and April 30, 2021 – and their immediate families – will have access to Virtual Care for one whole year from their policy issue date. This means any Clients that are insured by a Sun CII policy with an issue date after May 1, 2021 will not be eligible for Lumino Health Virtual Care.

Q) Does my Client still have access to the service after April 30, 2021?

A) Clients who are insured by a Sun Critical Illness (CII) policy with an application signed date and issue date between April 20, 2020 and April 30, 2021 – and their immediate families – will still have access to Virtual Care for one whole year from their policy issue date.

Q) Can my Client pay a fee to continue their access to Lumino Health Virtual Care after the one year period?

A) No. The Client will only have access to Lumino Health Virtual Care for one year from their policy issue date. After the one year period expires, Clients will no longer have access to the service, nor can they pay a fee to remain on the service.

Q) If my Client has access to Lumino Health Virtual Care through their group plan, will their service also end?

A) No. The pilot end date is for Individual policies only. The Lumino Health Virtual Care service through Group Benefits will not be impacted.

Q) How does it work?

A) Clients can easily connect to the Lumino Health Virtual Care service through a mobile app or web browser. Once connected, clients are triaged through an artificial intelligence-based system. The client answers a series of questions that can identify red flags or signs of a serious condition.

Based on these answers, the system creates a medical history. The system then places the client into a video chat with a nurse, nurse practitioner, doctor or other health professional. The health professional selected depends on the condition being treated. The system is highly efficient. When the video chat begins, the health professional already has a pre-written chart and history for the client. If there is waiting time required, the practitioner or doctor will call the client back directly, versus having them wait on hold.

Health professionals can diagnose any condition that doesn't require a physical exam. Dialogue estimates this to be about 70% of primary care cases. Dialogue employees can also help patients book an appointment with a specialist or direct patients to a nearby clinic.

Q) How does a client access virtual care?

A) To register for Lumino Health Virtual Care:

  • Go to luminovc.dialogue.co or download the Lumino Health Virtual Care app for iPhone and Android.
  • Type in your name and birthdate. 
  • For your Medical Contract #, type 079999.
  • For your Member ID #, type in your policy number (no letters, spaces or hyphens). 

Q) Which family members are included in Lumino Health Virtual Care?

A) The insured person and their immediate family members, including their dependents can access the service. Dependents would be:

  • the client's or their spouse's children
  • under age 21 or under age 25 if they are full time students, and
  • live in the same household.

Q) How do clients add family members to Lumino Health Virtual Care?

A) You can add additional email addresses for family members once you register. Email addresses are needed for anyone over the age of 14, based on medical privacy laws.

Q) I purchased a CII policy for my child between April 20 and December 31, 2020. Can I access Lumino Health Virtual Care?

A) Yes. To sign in to Lumino Health Virtual Care:

  • Go to luminovc.dialogue.co or download the Lumino Health Virtual Care app for iPhone and Android.
  • Type in your name and birthdate 
  • For your Medical Contract #, type 079999
  • For your Member ID #, type in your child's policy number (no letters, spaces or hyphens) 

Q) What languages are supported with Lumino Health Virtual Care?

A) At this time, Lumino Health Virtual Care is available in English and French.

Q) Does a family member need a Provincial Health Card to access this service? 

This service is not provincially integrated. In order to qualify for the service, individuals must provide identification that proves they are legally in Canada. Any type of official document that proves this information is sufficient. To register, they will need to provide the picture of an ID card such as their visa and their passport or one piece of photo ID that shows proof that they are legally in Canada. However, If available, the service provider will use the health card number for any kind of external referral (prescriptions, labs, specialists, etc.).


*Lumino Health Virtual Care isn’t part of any issued policy. We can't guarantee its availability. It may be withdrawn or modified at any time without any notice.

The insured person and their immediate family members, including their spouse and dependents, can access the service. Dependents are:

  • the children of the insured or their spouse
  • under age 21 or under age 25 if they are full-time students, and
  • living in the same household.