1. Contact us
Please call us at 1-877-786-5433, Monday to Friday from 8 a.m. to 8 p.m. ET to let us know about your loss.
We’ll start by asking for basic information including:
- full name of the insured person,
- policy number,
- date of birth of the insured person,
- date of passing,
- country of passing,
- cause of death,
- funeral home name, address, and phone number,
- your name,
- your relationship to the insured person,
- your address, email, and phone number.
2. Complete claim requirements
Depending on the policy, the claim may be considered an ‘express claim’. This means we don’t need a claim form or proof of death of the insured person.
If the claim does not qualify as an express claim, an advisor will connect with you to confirm what’s needed.
If you’d like help with the process, please call us at 1-877-786-5433, Monday to Friday from 8 a.m. to 8 p.m. ET.
3. Return forms
You can send forms and any other details to us by:
- Fax: 1-866-487-4745
- Mail or courier:
Sun Life
227 King St S
PO Box 1601 Station
Waterloo, ON N2J 4C5
Sun Code: 300A50
- *Email: LFCLM@sunlife.com
Please keep a copy of the documents you send us for your records.
*Although Sun Life uses reasonable means to protect the security and confidentiality of the email content it sends and receives, the privacy or security of email communications cannot be guaranteed.
4. Reviewing your claim
After we receive the claim forms, we:
- review your claim to determine its eligibility.
- monitor the progress of your claim and provide updates.
- may ask for more information, if necessary.
If you’d like an update or want to provide more information, you can contact us while we’re processing the claim by calling 1-877-786-5433, Monday to Friday from 8 a.m. to 8 p.m ET.
5. The claim decision
If we approve the claim, we’ll make the payment by electronic fund transfer (EFT) or by cheque, depending on what you selected on the claimant statement.
If we don’t approve the claim, we understand you may have questions about the decision. You’ll receive a letter explaining our decision and the appeal process. If you want to have the decision reviewed again, you’ll need to provide a letter within 60 days that gives us:
- new medical information to support the claim, or
- details of your reason to appeal the decision.
This information can be sent by:
- Fax: 1-866-487-4745
- Mail or courier:
Sun Life
227 King St S
PO Box 1601 Station
Waterloo, ON N2J 4C5
Code 300A50
- *Email: LFCLM@sunlife.com
*Although Sun Life uses reasonable means to protect the security and confidentiality of the email content it sends and receives, the privacy or security of email communications cannot be guaranteed.
