Getting started with Sun Life

Get familiar with support teams, New Business processes, and tools at Sun Life.

Contracting

  • You can self-enroll for a temporary code. The temporary code will allow you to submit your first piece of business.
  • Once you submit your first piece of business, we’ll give you a permanent advisor code. If there any concerns, your back office may be able to help you. However, if you have additional questions, you can contact our contracting team at contract.section@sunlife.com or call 1-800-800-4SUN (4786).

Sales

  • salesdesk@sunlife.com
  • 1-800-800-4SUN (4786).
  • Get help with questions about potential sales, products, and sales strategies.

Advisor Experience Team

  • advisorexperienceteam@sunlife.com
  • 1-800-800-4SUN (4786)
  • The Advisor Experience Team will assist you with:
    • Questions while the policy is pending
    • Sun eApp support
    • General inquiries and feedback on new business processes and resources

Commission

  • remun@sunlife.com
  • 1-800-800-4SUN (4786)
  • Get answers to questions about commissions and commission payment dates.

In force and claims: Advisor Support

  • While signed into the secure Advisor site, you can request information from the home page with Client Service Tools. This allows you to:
    • check the status of new business by selecting Activity Centre,
    • view Client information by selecting Client Portfolio, and
    • make a Client service request for help with insurance contracts, insurability inquiries, and more by selecting Request Centre.
  • 1-800-800-4SUN (4786)

Advisor Technology Support

  • PCAID@sunlife.com
  • 1-800-800-4SUN (4786)
  • Get help with passwords and other technical issues.

Submitting an application:

Requirements for life insurance coverage:

Requirements for critical illness insurance coverage:

Preparing Clients for Tele-interviews:

What to expect after the Sun eApp has been sent to Sun Life:

Timeline of New Business Applications
Day 1

Day 2 - onward
  • Application automatically added to system the next business day after submission
  • Visible on Suncentral
  • Quality review process and validation
  • Case Manager and Underwriter are assigned
  • All requirements are ordered, as outlined by the application (e.g. tele-interview)
  • Note: Paramedical services are ordered automatically from Dynacare after application submission
  • Tele-interview (based on scheduled appointment)
  • Underwriter initial review
  • Decision on medical requirements/APS
  • Case manager review (admin and compliance)
  • Additional requirements review if required
  • Underwriting decision
  • Policy issued
  • Policy settled

What to expect after the paper application has been sent to Sun Life:

Timeline of New Business Applications

Day 1

Day 2

Day 3 - onward
  • Application received
  • Quality review process and validation
  • Application added to system
  • Visible on Suncentral

 
  • Case Manager and Underwriter are assigned.
  • All requirements are ordered, as outlined by the application (e.g. tele-interview)
  • Underwriter initial review
  • Decision on medical requirements/APS
  • Case manager review (admin and compliance)
  • Tele-interview
  • Additional requirements review
  • Underwriting decision
  • Policy issued
  • Policy settled

If you have questions while an application is in any of these stages, please connect with our New Business and Underwriting teams.

  • Strategic Partner Program advisors can contact their dedicated case manager
  • Otherwise, call 1-800-800-4786 ext. 4413132
  • Or email advisorexperienceteam@sunlife.com

  • Strategic Partner Program advisors can contact their dedicated underwriter
  • Otherwise, call 1-800-800-4786 ext. 4413132
  • Or email advisorexperienceteam@sunlife.com

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