Staying connected: your guide to Sun Life services during emergencies and disruptions


At Sun Life, we understand that unexpected events like emergency evacuations or service disruptions can significantly impact you and your employees. We're committed to ensuring continuous support for our Clients, no matter the circumstances.

Emergency evacuations

We recognize the devastating effects of emergencies requiring evacuation. Here’s how we support you during these times:

  1. Medication and Medical Equipment Assistance: Call 1-877-786-5433 (1-877-SUN-LIFE) if you had to evacuate without your medication or medical equipment.
  2. Client Care Centre (CCC): Our team is ready to address the unique needs of Clients affected by evacuations.
  3. EAP Support: If you offer the Sun Life Employee Assistance Program (EAP), plan members can access immediate help by calling 1-844-342-3327 or through the Lumino Health Virtual Care mobile app or website.

If your organization is impacted by an emergency evacuation, please contact your Sun Life Group Benefits representative immediately.

Service disruptions

There may be times delivery operations have come to a complete stop. To minimize the impact on your Sun Life business, we encourage you and your employees to:

  1. Submit claims online
  2. Set up Pre-Authorized Debit (PAD), Electronic Funds Transfer (EFT), or wire transfer payments
  3. Submit forms by fax or send documents by courier

Don’t let your business with Sun Life be interrupted

If you currently submit group benefits insurance premiums or ASO payments by cheque, you can change your payment method to one of the following options:

  • Pre-Authorized Debit (PAD)
  • EFT
  • Wire transfers

Please contact our Billing Management team for more information:

Sending items to Sun Life that can’t be submitted digitally

During an interruption, items such as claim forms, policy payments, etc. can be dropped off at any of Sun Life’s major locations. Packages may also be sent to us by courier, if the sender pays the courier fees. Some forms can also be faxed to the receiving business unit. You can check this contact list for:

  • the correct address for anything you may need to send by courier
  • the correct fax number for anything you may need to fax to us directly

You can also drop mail off at any of our Financial Centres. Mail must be in a sealed envelope, with the receiving department or business unit clearly identified. You can find a list of all the Sun Life Financial Centres here.

For your employees

To help them stay connected to their group benefits plan, we’re encouraging them to:

  • use the my Sun Life mobile app or mysunlife.ca to submit claims and
  • be sure they’re set-up for direct deposit to receive claim payments.

Our support page is a hub of information to help your employees manage their group benefits plan using our digital tools.

Stay connected with us

For general inquiries:

  • Clients with fewer than 50 employees: Contact your Client Service Specialist at 1-877-786-7227
  • Clients with more than 50 employees: Reach out to your Sun Life Group Benefits representative

At Sun Life, we're here to help you navigate through emergencies and service disruptions. Your well-being remains our top priority, and we're committed to providing uninterrupted service and support when you need it most.