Benefits & claims service update

Last updated: June 20, 2022

We’ve resolved the issue with our benefits claims system. All functions on the my Sun Life mobile app and mysunlife.ca are fully operational.

We thank you for your patience – and we sincerely apologize for the disruption.

Here are some answers to questions you may have:

Can I submit a claim now?

Yes, you can submit claims using our app or our website.

 

Here’s a guide for how to submit a claim

 

If you haven’t signed in before, you’ll need to register for an online account first. Register for an account

 

What was the impact of the system outage?

During the outage:

  • Clients were unable to submit claims on our mobile app or website.
  • Clients were unable to view their benefits claims history on our mobile app or website.
  • Our Client Care Centre didn’t have access to Clients claims history or information.
  • Electronic Data Interchange (EDI) and eClaims from dental offices and paramedical providers could not be processed. 
  • Paid Direct Drug (PDD) pharmacy claims were not affected.

Now that our benefits claims system is restored there’s a sizeable backlog of claims to be processed. Call volumes are also higher than usual.

What caused the outage?

The issue was related to an internal upgrade to our claims payment system.
 

Was the outage caused by a cyber security event?

No, the issue was not caused by a cyber security threat or data breach. 
 

Will the disruption continue to impact claims being processed or service levels?

We’re working hard to ensure your claims are processed as quickly as possible and get all our services times back to normal. We will continue to keep the additional staffing and hours. This will help us to complete our claims backlog until turnaround times have fully recovered. 

Need more help or have a specific inquiry? 

Visit our contact us or support page