COVID-19 FAQs

General

We know there’s nothing more important than the health and security of you and your loved ones. That’s why we’re continuing to find ways to help maintain your physical, mental and financial well-being. 

Our employees are dedicated to helping you with whatever you need. Reach out to us.

Connecting with us

Your Sun Life Financial advisor can meet with you online using Zoom video chat. We use an Enterprise version of Zoom, which runs over an encrypted internet connection to keep your computer and webcam information private and secure. This version also has new security features that allow advisors to:

  • validate and admit the participants prior to entering the Zoom session,
  • lock the meeting to prevent anyone else to join,
  • limit what participants can do, and
  • remove anyone who should not be part of the meeting.

During the meeting, you’ll be able to see your advisor and the information they share from their computer screen. You’ll be in full control of your video camera.

Other video conference platforms will not be as secure, so your advisor will only video conference with you using Zoom.

Call or email your advisor for more information or to set up a meeting.

We keep your personal information secure no matter where our employees are located. Even though some employees are working from home, we haven’t changed the way we access, use and store your data. Our existing privacy and security controls are still in place.

Most Clients can sign up for this through their mysunlife.ca account. Other Clients will have to send us their banking information before we can send electronic payments. Give us a call at 1-877-SUN-LIFE (1-877-786-5433) and we’ll walk you through it.

Health benefits 

No. When medically necessary, the government funds COVID vaccines and tests. As a result, costs for COVID vaccines and/or tests are not eligible for reimbursement under EHC plans.

If prescribed by a Medical Doctor or a Nurse Practitioner, costs for COVID vaccines and tests are eligible for reimbursement under HSA plans. 

Canadians do not require a prescription for COVID tests taken to satisfy an employer’s health and safety requirements or for personal wellness reasons (which include traveling or visiting a vulnerable person).

COVID vaccines are not wellness-related expenses. As a result, they aren’t eligible for reimbursement under PSA plans.

Unprescribed COVID tests taken for personal wellness reasons are eligible for reimbursement under certain PSA plans: if your employer’s plan allows for customizations and your employer agreed to add this expense. Personal wellness reasons include taking a test before traveling or visiting a vulnerable person.

Insurance

No. The COVID-19 vaccine will not affect your current life or health insurance policies. It will also have no impact on your ability to apply for future coverage with Sun Life.

We're supportive of the government-approved vaccines to combat the COVID-19 pandemic. And we continue to follow guidance from the Canadian government. 

If you purchased your insurance through an advisor and you’re facing financial hardship due to the pandemic, we have solutions to help you keep your valuable life and health insurance coverage in place.

Please speak with your advisor or contact us at 1-877-SUN-LIFE (1-877-786-5433) to see how we can help you.

You can rest assured that the coverage you bought through your advisor remains the same. We haven’t made any changes to your policies because of COVID-19. We’ll continue to pay claims for policies in good standing (in force), and as long as the information you provided was accurate when you applied.  

  • Life insurance: We’ll pay claims when death is due to COVID-19. 
  • Critical illness insurance covers critical illnesses such as heart attack or stroke. COVID-19 is not a covered illness. We’ll continue to cover Clients who suffer a covered critical illness after contracting COVID-19.  
  • Personal Health, Insurance Personal Health Direct, My Health Choice and Health Coverage Choice: Usually, policies cover emergency travel medical coverage for 60 days. You can submit your claims as usual or give us a call at 1-800-361-6212.  We’ll continue to visit this time frame as the situation progresses. 
  • Long Term Care Insurance: We’ll continue to pay claims for Clients who meet the requirements in their policy.  

Your policy includes the details about your coverage. Your advisor can help you with any questions. 

Retirement, investments

We know it’s emotional to see your portfolio go down in the short term. But if your long-term goals haven’t changed, it pays to stay the course.
Maybe you are thinking of ways to invest the money you saved during quarantine. Whatever changes you need to make to your investment outlook, we are here for you. If you do need to make a change, here’s more information:

To change your investments in savings accounts set up through your employer:

  • Sign in to mysunlife.ca.
  • Under Investments, select my financial centre.
  • Under Requests, select Change investments.
  • Not registered yet? Take a few minutes to register now.

To change the investments in accounts you set up through your advisor:

  • Contact your advisor. If you can’t find your advisor’s number or email address, go to Find an advisor and enter your advisor’s last name.

For more information, you can go to our Contributions, withdrawals and fund changes page.

Out-of-Country Travel

No. A COVID test for the purpose of travel is a non-emergent medical requirement and not eligible when not prescribed by a medical practitioner. Therefore, the cost of a test to leave or return to Canada is not eligible for reimbursement under travel plans.

COVID-19 tests for travelling are also not eligible under Extended Health Care or standard Personal Spending Accounts. Plan members may have coverage under a Health Spending Account if prescribed by a medical doctor or nurse practitioner. Canadians do not require a prescription to obtain a test to travel.

No. The government funds vaccines available in Canada, when medically necessary. Receiving a COVID vaccine(s) outside of Canada is a non-emergent medical requirement. Therefore, the cost of a COVID vaccine(s) outside of Canada is not eligible for reimbursement under travel plans. 

Our Extended Health Care (EHC) travel benefit includes Out-of-Country (OOC) coverage. This benefit offers coverage in the event of epidemics or pandemics. So if you have this benefit, then you’ll remain covered for COVID-19 and any other out-of-country medical emergencies.

  • A medical emergency is an acute illness or accidental injury that requires immediate, medically necessary treatment prescribed by a doctor.

We won’t cover you if you’re required to quarantine unless you require immediate emergency medical treatment. This includes:

  • If you test positive for COVID-19 but are asymptomatic or are experiencing mild symptoms that do not require immediate medical treatment; or
  • If you test negative for COVID-19 but are still required to quarantine.

If you have Out-of-Country coverage and you experience symptoms of any illness (including COVID-19), then you can call Allianz for help:

  • In Canada and the USA, call: 1-800-511-4610
  • From anywhere else, call: 1-519-514-0351. You can reach this number through an international operator.
  • Allianz is available 24 hours a day, 7 days a week.

These numbers are also indicated on your Travel Card. You can find your Travel Card on the my Sun Life mobile app.

No, standard Out-of-Country coverage under EHC does not include trip cancellation and interruption insurance. Your plan doesn’t cover the cost of:

  • Flight cancellations, delays, or other expenses caused by border closures,
  • Difficulties meeting Canada’s border entry requirements, or other trip disruptions due to COVID-19.

  • We strongly encourage you to consider getting fully vaccinated prior to travelling. Full vaccination will ensure you will have significant protection against COVID-19. It’ll also reduce the risk of serious illness and/or hospitalization while abroad.
  • We highly encourage you to purchase additional travel insurance, including trip cancellation and interruption insurance, before leaving. 
  • Medical resources in some countries handling COVID-19 can be extremely taxed and there may be delays in assistance that are beyond the control of Sun Life and Allianz. 

You can verify your coverage by:

  • logging on to the mysunlife.ca website,
  • logging on to my Sun Life mobile app or,
  • contacting the Sun Life Client Care Centre at 1-800-361-6212.