New! Outbound messages in the Request Centre: a more secure and efficient way to connect with you

As we continue to further enhance the Request Centre, we’re thrilled to introduce the new “Outbound messages” function. It will empower the Operations team at Sun Life to proactively reach out to you through the Request Centre when additional information or action is required regarding your requests. This will ensure a faster, more efficient and secure resolution process. 

What does it mean for you?

Today, when we have a question or want to send you a report, we are using email, either regular or secure. Regular emails are not secure, while secure emails, in turn, present certain challenges that may impact efficiency and user experience (ex. the link expires in 14 days; you can’t copy anyone on your replies or see who we sent the message to). 

With the new Outbound messaging:

• You’ll get an email notification each time there is a new message on the site that requires your attention.
• Outbound messages from Sun Life will be easy to identify on your dashboard (marked with the Sun Life logo beside the message).
• We’ll be able to send the notification to multiple contacts.
• Reports and attachments will be sent via a significantly more secure way than traditional email. In addition, they’ll be available in the system for 2 years.
• Convenient way of having two ways conversation with the Operations team. 

NOTE: As we gradually roll out this new feature, some teams at Sun Life may still communicate with you via email. During this transition, you may receive messages through both channels – Request Centre and email.

Questions? We’re here to help.

Please reach out to your Sun Life Group Retirement Services representative.