Last year, we saw that some users failed to register on their first try, as they didn’t have all the required information at hand e.g. Member ID or Contract Number. This new process will help reduce abandonment during registration.

How does this affect me?

As a plan sponsor you work closely with new hires to help them register and use and the my Sun Life mobile app. We have created a new Online Registration flyer that will help you educate your employees about the steps to follow for online access.

How does the new registration flow work?

Plan member registration is now simplified:

  • Once they have entered their personal details (first name, last name, date of birth and postal code) plan members will be matched to these same details in the data you provided.
  • The users will then be asked to authenticate their information through one of three ways: email, postal mail or by Social Insurance Number (SIN)/account number (if applicable).
    • If we have an email address on file from you, we’ll email the plan member a temporary registration code, which will be delivered within a few minutes, and available for 48 hours. When it arrives, the plan member will then enter the code on the registration screen and complete their registration – all within a single session.
    • If we don’t have an email address on file, a temporary registration code will be mailed to the plan member. Once they receive the code in the mail, they can complete the registration process by going to the Client Sign In on and entering both the email address and password they originally selected.
    • Only plan members with both Sun Life benefits and retirement savings plans can be validated by their SIN/account number.
  • Plan members will have the option of finishing registration at a later time or date. Until they complete their registration, they will have limited online access. To complete their registration, they will be able to enter the email address and password (as selected when starting the registration process) at the Client Sign In on, rather than starting from the beginning.
    • Plan members who receive the temporary registration code by email and are unable to complete their registration in the one session can complete their registration at a later date without having to re-enter their information. Please note that the code will expire within 48 hours. However, the plan member can sign in and request a new code.

What happens if there isn’t an email address or the data doesn’t match?

If we don’t have an email address for any of your employees, they will receive the registration code by mail.

If the data doesn’t match e.g. they use a nickname but you’ve provided their legal name, they will be asked to provide their policy number and they will then receive the registration code by mail.

More enhancements coming soon

In addition, as announced in this media release, to better support plan members registering using their smartphone, we are partnering with SecureKey and their Verified.Me app. Verified.Me is a service that helps plan members verify their identity when they register for their my Sun Life account, quickly and securely from any iOS- or Android-enabled mobile device. They will be able to register using

Verified.Me to help them securely prove their identity using their online banking credentials from their financial institution.

More details will be available soon.

Questions? We’re here to help.

For Clients with less than 50 employees, please contact your Client Service Administrator at 1-877-786-7227.

For Clients with more than 50 employees, please contact your Sun Life Group Benefits representative.