Service improvements: Client Care Centre (CCC) telephone system

In 2023 we launched Amazon Connect, a cloud-based Interactive Voice Response (IVR) phone system.  Since implementation it has been easier, quicker, and more efficient for plan members to get the assistance they need.

Throughout 2025, we’ll continue to add new features to our telephone system – such as self-serve IVR and chatbot for mobile devices– as we continue to enhance the plan member experience with our Client Call Centre.

Some of the new features we’ll be rolling out are:

• Upon successful authentication with IVR, plan members will be provided with the total balance of their account followed by balances by product.
• Plan members using the my Sun Life mobile app will be able to access both live chat and the chatbot on their mobile device (IOS & Android). 
• Enhancements to language selection features and other conversational abilities.

We continue to commit to making improvements to provide a simplified and convenient user experience.

Questions? We’re here to help.

Please contact your Sun Life Group Retirement Services representative.