Submit or track a claim

If you bought coverage through your advisor

For life insurance, critical illness, disability or long-term care insurance claims, you can speak with your advisor. 

Your advisor is the person who worked out the details of your insurance policy. Give them a call and they’ll be happy to help.

Do you need your advisor’s email or phone number? Go to Find an advisor and search by their last name. You can also contact them directly through the my Sun Life mobile app.

 Unable to reach your advisor? Find next steps to file a claim below.

3 helpful tips

1. Be timely. Contact us as soon as you know you need to file a claim for life insurance.

2. Be thorough. Give us as much information as you can when you send us your claim. 

3. Be complete. Please fill out all of the information on the claim form. Remember to sign and date the forms you send us.

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 you for basic information: 

  • 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. Confirm if we need more information 

Once we’ve confirmed the basic information for your claim, we’ll let you know if we need anything else.

Depending on your policy, we may be able to review your claim without needing a Claimant Statement form or proof of death.

If we do need more information, an advisor will connect with you to help. 

If you have questions, you can also call us at 1-877-786-5433, Monday to Friday from 8 a.m. to 8 p.m. ET. 

3.  Send us your claim information

You can send forms and any other details to us using one of the options below. Please keep a copy of the documents you send us for your records.

If you need to send medical details for your claim, your doctor can send us the information directly.

Fax:
1-866-487-4745

Mail:   
Sun Life
227 King St S
PO Box 1601 Station
Waterloo, ON  N2J 4C5
Sun Code: 300A50

Courier:   
Sun Life
227 King St S
Waterloo, ON  N2J 4C5
Sun Code: 300A50

Email: 
LFCLM@sunlife.com
If you choose to send your information by email, we can’t guarantee the privacy or security of email communications while they’re on their way to us.

4. Our review 

After we receive the information we need, we’ll start our review of your claim. We may also reach out for further information if we need it.   

You can ask your advisor for an update on your claim or send them more information any time during our review. 

You can also call us at 1-877-786-5433, Monday to Friday from 8 a.m. to 8 p.m. ET. We’re here to help.

5. The claim decision 

If we approve the claim, we’ll make the payment by electronic funds transfer (EFT) or by cheque, depending on what you choose on your Claimant statement form. If you’d like your payment by EFT, include a void cheque with your Claimant statement form.

If we don’t approve the claim:

  • We’ll send you a letter with a detailed explanation about our decision, including any relevant medical information.
  • If you choose to appeal our decision, we’ll give you next steps. 
  • You’ll have 90 days to send us new information. If you’re charged a fee to send us new medical information, you’ll have to pay the cost.

3 helpful tips

1. Be timely. Contact us as soon as you know about your illness within one year of your diagnosis.

2. Be thorough. Give us as much information as you can when you send us your claim. 

3. Be complete. Please fill out all of the information on the claim form. Remember to sign and date the forms you send us.

The most common missing information is:

  • Physician contact information: the full address, including postal code and phone number of all of the doctors you consulted. This includes regular attending physicians and specialists.
  • Signatures: If you’re unable to sign the claim form due to your illness, make sure it’s signed by your power of attorney for property. Submit the form appointing the power of attorney along with the signed claim form.

1. Contact us

Please call us at 1-877-786-5433, Monday to Friday from 8 a.m. to 8 p.m. ET as soon as you find out you’ve been diagnosed with a covered critical illness. 

We’ll start by asking you for basic information: 

  • Your name
  • Policy number
  • Date of birth
  • Telephone number
  • Address
  • The type of illness

2. Send us additional information

Once we’ve confirmed the basic information for your claim, we’ll ask you to complete one or more forms depending on the type of illness. 

An advisor will connect with you to confirm what we need. They’re also happy to answer any questions about your claim.

You can also call us at 1-877-786-5433, Monday to Friday from 8 a.m. to 8 p.m. ET. We’re here to help.

3. Send us your claim information

You can send forms and any other details to us using one of the options below. Please keep a copy of the documents you send us for your records.

If you need to send medical information for your claim, your doctor can send us the information directly.

Fax:
1-866-487-4745

Mail:   
Sun Life
227 King St S
PO Box 1601 Station
Waterloo, ON  N2J 4C5
Sun Code: 300A50

Courier:   
Sun Life
227 King St S
Waterloo, ON  N2J 4C5
Sun Code: 300A50

Email: 
disable@sunlife.com
If you choose to send your information by email, we can’t guarantee the privacy or security of email communications while they’re on their way to us. 

4. Our review 

After we receive the information we need, we’ll start our review of your claim. We may also reach out for further information if we need it.   

You can ask your advisor for an update on your claim or send them more information any time during our review. 

You can call us at 1-877-786-5433, Monday to Friday from 8 a.m. to 8 p.m. ET. We’re here to help.

5. The claim decision 

Once we’ve finished our review, we’ll send you a letter to let you know if your claim is approved.

  • If we approve the claim, we’ll make the payment by cheque. 
  • If you’d prefer your payment by electronic funds transfer (EFT), be sure to give your advisor a copy of a void cheque when you start your claim.
  • Depending on your policy, there may be a waiting period before we can make the payment. This is what your policy calls a survival period. Your advisor can give you more information.

If we don’t approve the claim:

  • We’ll send you a letter with a detailed explanation about our decision, including any relevant medical information.
  • If you choose to appeal our decision, we’ll give you next steps. 
  • You’ll have 90 days to send us new information. If your doctor charges a fee to send us new medical information, you’ll have to pay the cost.

3 helpful tips

1. Be timely. Contact us as soon as you’re aware that you need to file a disability claim.

2. Be thorough. Give us as much information as you can when you send us your claim.

3. Be complete. Please fill out all of the information on the claim form. Remember to sign and date the forms you send us.

The most common missing information is:

  • Physician contact information: the full address, including postal code and phone number of all of the doctors you consulted. This includes regular attending physicians and specialists.
  • Signatures: If you’re unable to sign the claim form due to your illness, make sure it’s signed by your power of attorney for property. Submit the form appointing the power of attorney along with the signed claim form.

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 condition. 

We’ll start by asking you for basic information: 

  • Your name
  • Policy number
  • Date of birth
  • Telephone number
  • Address
  • The type of illness or condition 

2. Send us additional information

Once we’ve confirmed the basic information for your claim, we’ll ask you to complete one or more forms depending on your condition. 

An advisor will connect with you to confirm what we need. They’re also happy to answer questions about your claim.

You can also call us at 1-877-786-5433, Monday to Friday from 8 a.m. to 8 p.m. ET. We’re here to help.

3. Send us your claim information 

You can send forms and any other details to us using one of the options below. Please keep a copy of the documents you send us for your records.

If you need to send medical information for your claim, your doctor can send us the information directly.

Fax:
1-866-487-4745

Mail:   
Sun Life
227 King St S
PO Box 1601 Station
Waterloo, ON  N2J 4C5
Sun Code: 300A50

Courier:   
Sun Life
227 King St S
Waterloo, ON  N2J 4C5
Sun Code: 300A50

Email: 
disable@sunlife.com
If you choose to send your information by email, we can’t guarantee the privacy or security of email communications while they’re on their way to us.

4. Our review

After we receive the information we need, we’ll start our review of your claim. We may also reach out for further information if we need it.   

You can ask your advisor for an update on your claim or send them more information any time during our review. 

You can call us at 1-877-786-5433, Monday to Friday from 8 a.m. to 8 p.m. ET. We’re here to help.

5. The claim decision 

Once we’ve finished our review, we’ll send you a letter to let you know if your claim is approved.

If we approve the claim, we’ll apply the payment to your policy.

If we don’t approve the claim:

  • We’ll send you a letter with a detailed explanation about our decision, including any relevant medical information.
  • If you choose to appeal our decision, we’ll give you next steps. 
  • You’ll have 90 days to send us new information. If your doctor charges a fee to send us new medical information, you’ll have to pay the cost.

  • For long-term care claims, it's a good idea to wait until your policy’s waiting period is over before starting your claim. This is in case you recover before the waiting period ends. 
  • For Retirement Health Assist (RHA) policies, it’s best to wait until your policy’s coverage effective date to start your claim. 
  • To be eligible for long-term care, you need to:
    • always need substantial physical or stand-by assistance from another person to perform two or more of the activities of daily living.
    • need continual supervision by another person for protection from harm to your physical health and safety as the result of mental deterioration due to an organic brain disorder such as Alzheimer’s disease, irreversible dementia or brain injury.
  • Activities of daily living:
    • Bathing (washing oneself)
    • Dressing (to put on, take off, fasten and unfasten)
    • Feeding (feeding oneself by getting food into the body, NOT including cooking or preparing a meal)
    • Toileting
    • Transferring (moving to or from a bed or chair)
    • Continence

The above definitions are general information only. Your policy will include the specific definitions that apply to your coverage, which may be different. Please speak with your advisor if you have questions about your policy’s definition of long-term care eligibility.

3 helpful tips

1. Be timely. Contact us as soon as you’re aware that you need to file a long-term care claim.

2. Be thorough. Give us as much information as you can when you send us your claim.

3. Be complete. Please fill out all of the information on the claim form. Remember to sign and date the forms you send us.

The most common missing information is:

  • Physician contact information: the full address, including postal code and phone number of all of the doctors you consulted. This includes regular attending physicians and specialists.
  • Signatures: If you’re unable to sign the Long Term Care insurance – Claimant’s statement form due to your illness, make sure it’s signed by your power of attorney for property. Submit the form appointing the power of attorney along with the signed Long Term Care insurance – Claimant’s statement form.

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 you’re planning to file a claim for long-term care insurance. 

We’ll start by asking you for basic information: 

  • Your name
  • Policy number
  • Date of birth
  • Telephone number
  • Address
  • The type of illness or condition

2. Send us additional information

Once we’ve confirmed the basic information for your claim, we’ll ask you to complete one or more forms depending on your illness or condition. 

An advisor will connect with you to confirm what we need. They’re also happy to answer questions about your claim.

If you have questions, you can also call us at 1-877-786-5433, Monday to Friday from 8 a.m. to 8 p.m. ET. We’re here to help.

3. Send us your claim information 

You can send forms and any other details to us using one of the options below. Please keep a copy of the documents you send us for your records.

If you need to send medical information for your claim, your doctor can send us medical information directly.

Fax:
1-866-487-4745

Mail:   
Sun Life
227 King St S
PO Box 1601 Station
Waterloo, ON  N2J 4C5
Sun Code: 300A50

Courier:   
Sun Life
227 King St S
Waterloo, ON  N2J 4C5
Sun Code: 300A50

Email: 
Ltcclaims@sunlife.com
If you choose to send your information by email, we can’t guarantee the privacy or security of email communications while they’re on their way to us.

4. Our review

After we receive the information we need, we’ll start our review of your claim. We may also reach out for further information if we need it.   

You can ask your advisor for an update on your claim or send them more information any time during our review. 

You can call us at 1-877-786-5433, Monday to Friday from 8 a.m. to 8 p.m. ET. We’re here to help.

5. The claim decision 

Once we’ve finished our review, we’ll send you a letter to let you know if your claim is approved.

  • If we approve the claim, we’ll make the payment by cheque. 
  • If you’d prefer your payment by electronic funds transfer (EFT), be sure to give your advisor a copy of a void cheque when you start your claim.
  • Depending on your policy, there may be a specific period of time before we can make the payment. This is what your policy calls a waiting period. 

If we don’t approve the claim:

  • We’ll send you a letter with a detailed explanation about our decision, including any relevant medical information.
  • If you choose to appeal our decision, we’ll give you next steps. 
  • You’ll have 90 days to send us new information. If your doctor charges a fee to send us new medical information, you’ll have to pay the cost.

If you have coverage through your employer, or you bought it online or by phone

For health or dental claims:

If you're already registered:

  1. Sign in to mysunlife.ca.
  2. Under Benefits, click my claims.
  3. If you see the header Submit a claim, you can submit a claim online.
  4. Choose the claim type that you need (such as paramedical or vision) and follow the steps to submit.

Haven’t yet signed up for direct deposit or online claims? Please take a few minutes to register now. You will need your contract number and member ID number. Find them on your coverage card, your claim statement or your new plan-member welcome letter.

If you don’t see Submit a claim, you can’t submit a claim online. Go back to the previous screen and choose I want to submit a paper claim.

If you have more questions about submitting a claim online, contact your plan administrator. Or call us at 1-800-361-6212 Monday to Friday, 8 a.m. to 8 p.m. ET. Or sign in to mysunlife.ca to send us a secure message.

Register before you download:

Haven’t yet signed up for direct deposit or online claims? Take a few minutes to register now. You’ll need your contract number and member ID number. Find them on your coverage card, your claim statement or your new plan-member welcome letter.

If you're already registered:

To submit and track claims through my Sun Life Mobile, download the app for iPhone and Android devices:

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Your pharmacist or dentist may submit some claims directly to us for you. All you need to do is show your coverage card.

To get your coverage card:

  1. Sign in to mysunlife.ca.
  2. Under Benefits, click Benefits centre.
  3. Choose Print drug card from the Take me to drop-down menu.
  4. Click the Print button at the top right-hand corner of the web page.

By downloading our mobile app, you can also use your smartphone as your coverage card.

Can’t claim for a service online? You can print a paper form with your personalized information, contract number and the mailing address for Sun Life.

To get your claim forms:

  1. Sign in to mysunlife.ca.
  2. Under Benefits, click Benefits centre.
  3. Choose Submit a claim from the Take me to menu.
  4. Choose Claim form from the list.
  5. Choose the PDF claim form you need and fill out your claim information online. Or print and fill it out by hand.
  6. When you’ve finished filling out the form, sign it, attach all original receipts and mail it to the address on the form.

Co-ordinating your claim with spouse or partner’s benefits plan

Are you claiming under both your and your spouse’s or partner’s workplace benefits plans (a “co-ordination of benefits” claim)?

If you’re submitting your claim to Sun Life first:

  • Remember to send us a signed claim form and the original receipts.

If you’re submitting your claim to Sun Life second:

  • Remember to send us a copy of the claim statement from your spouse’s or partner’s insurance provider.

If you need help submitting your claim, contact your plan administrator. Or call us at 1-800-361-6212 Monday to Friday, 8 a.m. to 8 p.m. ET. Or sign in to mysunlife.ca to send us a secure message.

Generic group claim forms:

If your employer or organization doesn’t offer personalized claim forms, you can get the most popular non-personalized group claim forms.

To check status of a claim:

  1. Sign in to mysunlife.ca.
  2. Click My Claims.
  3. Under View a claim statement click Recent claims.
  4. If you’re waiting for us to pay a claim, click In progress to see what stage it’s at.

Not registered yet? Take a few minutes to register now. You can also call the Customer Care Centre at 1-800-361-6212, Monday to Friday, 8 a.m. to 8 p.m. ET. Please have your coverage card ready.

To get your coverage card:

  1. Sign in to mysunlife.ca.
  2. Under Benefits, click Benefits centre.
  3. Choose Print drug card from the Take me to menu.
  4. Click the Print button at the top right-hand corner of the web page.

For life insurance or accidental death and dismemberment (AD&D) claims:

Call us at 1-800-361-2128 Monday to Friday, 8 a.m. to 8 p.m. ET.

For critical illness insurance claims:

3 helpful tips

1. Be timely. We need to know about your illness within one year of your diagnosis.

2. Be thorough. Give us as much information as you can when you send us your claim. 

3. Be complete. Please fill out all of the information on the claim form. Remember to sign and date the forms you send us.

The most common missing information is:

  • Physician contact information: the full address, including postal code and phone number of all of the doctors you consulted. This includes regular attending physicians and specialists.
  • Signatures: If you’re unable to sign the claim form due to your illness, make sure it’s signed by your power of attorney for property. Submit the form appointing the power of attorney along with the signed claim form.

Step 1. Contact us

Call us at 1-800-669-7921 as soon as possible after the date of your diagnosis or surgery to let us know about your critical illness. We’re open any business day between 8:30 a.m. and 5 p.m. ET. 

We’ll start by asking you for basic information:

  • Your name
  • Date of birth
  • Phone number
  • Address
  • The type of illness

Please ensure you review the definitions, terms and conditions of your coverage. Depending on your plan, you can find coverage details in your certificate, employee booklet, group contact or benefits administrator.

Step 2.  Complete the Critical Illness claim forms

After we speak with you, we’ll send you a package with these forms:

  • Proof of Claim
  • Confidential Physician’s Report
  • Authorization Form

If your doctor charges a fee to help you complete the forms, you’ll have to pay the cost.

If you’d like help with these forms, please call us at 1-800-669-7921, Monday to Friday from 8:30 a.m. to 5 p.m. ET. 

3. Send us your completed forms

You can send us your information using one of the options below.

Please keep a copy of the documents you send us for your records.

If you need to send medical information for your claim, your doctor can send it to us directly.

Fax:
1-855-233-9880

Mail:   
Sun Life
227 King St S
PO Box 1601 Station
Waterloo, ON  N2J 4C5
Sun Code: 300A50

Courier:   
Sun Life
227 King St S
Waterloo, ON  N2J 4C5
Sun Code: 300A50

Email: 
A&Aclaims@sunlife.com
If you choose to send your information by email, we can’t guarantee the privacy or security of email communications while they’re on their way to us.

4. Our review

Once we have your claim information, we’ll send you a letter with the name and contact of your dedicated case manager. They’ll be your main point of contact for your claim. You can also ask them for an update or send them more information any time while we’re reviewing your claim. 

You can also call us at 1-800-669-7921, Monday to Friday from 8:30 a.m. to 5 p.m. ET.

5. The claim decision 

Once we’ve finished our review, we’ll send you a letter to let you know if your claim is approved.

  • If we approve the claim, we’ll make the payment by cheque. 
  • If you’d prefer your payment by electronic funds transfer (EFT), be sure to give your case manager a copy of a void cheque when you start your claim.
  • Depending on your policy, there may be a waiting period before we can make the payment. This is what your policy calls a survival period.

If we don’t approve the claim:

  • We’ll send you a letter with a detailed explanation about our decision, including any relevant medical information.
  • If you choose to appeal our decision, we’ll give you next steps. 
  • You’ll have 90 days to send us new information. If your doctor charges a fee to send us new medical information, you’ll have to pay the cost.

This information can be sent by: 

  • Fax: 1-855-233-9880
  • Mail:   
    Sun Life
    227 King St S
    PO Box 1601 Station
    Waterloo, ON  N2J 4C5
    Sun Code: 300A50
  • Courier:   
    Sun Life
    227 King St S
    Waterloo, ON  N2J 4C5
    Sun Code: 300A50
  • Email: A&Aclaims@sunlife.com. If you choose to send your information by email, we can’t guarantee the privacy or security of email communications while they’re on their way to us.

For disability insurance claims:

Call us at 1-800-361-6212 Monday to Friday, 8 a.m. to 8 p.m. ET.

Are you with the Public Service Health Care Plan (PSHCP) or the Pensioners’ Dental Services Plan (PDSP)? Then call 1-888-757-7427 Monday to Friday, 6:30 a.m. to 8 p.m. ET.