Sun Life Medical Second Opinion, by Dialogue brings Clients a concierge-style service from a care team dedicated to their needs. Clients can access and follow their request through the digital platforms for a secure and seamless experience that keeps them informed about their progress.
If they’re unsure about how to manage their medical condition or need additional support, this service can help them make informed decisions about their health care and treatment plans. This service offers:
Eligible Sun CII individual policy owners can access these services for diagnosed medical conditions at no cost without making a claim. It’s available through:
A call centre agent will walk them through creating an account on Lumino Health Virtual Care. Clients can create an account on the Lumino Virtual Health Care app via mobile or web ahead of time to speed up the process. A QR code for app download can be found on the Client brochure. Please ensure they have their policy number on hand for this step.
Once their account is setup, they can continue using the service through the Lumino Health Virtual Care.
Why are we changing the service provider?
This is a partnership between Sun Life and Dialogue, leveraging both organizations' expertise. Dialogue has a proven track record of delivering exceptional virtual care services, as evidenced by their recent Accreditation with Exemplary Standing from Accreditation Canada – the highest level of accreditation in virtual care. The services provided will be similar to what was previously offered through Teladoc. Sun Life is actively involved in the development and implementation of this program, ensuring it meets our high standards. Dialogue's expertise in virtual care and their success with other programs gives us confidence in their ability to deliver excellent service from day one.
What happens to Clients/dependents who have an open case with Teladoc?
There won’t be any impact for Clients. Teladoc will continue to provide their services for open cases at the time of transition. No action is required from policy owners. For any new cases on or after June 1, 2025, policy owners and dependents can use the Sun Life Medical Second Opinion, by Dialogue.
When should a Client seek a second opinion?
A second opinion is recommended any time a Client is given a diagnosis that may have important health implications. Some examples include:
Who is eligible for this service?
Parents and parents-in-law don't need to live with the plan member to be eligible for coverage. The insured person can also extend a one-time gift of services to grandparents or siblings.
Is there a fee for the service?
There is no service fee for Sun Life Medical Second Opinion, by Dialogue.
How do Clients access the service?
The insured person may access to the Sun Life Medical Second Opinion, by Dialogue through:
A policy owner who is not the insured person can only create an account by phone. Once an account is created, they can initiate future requests via the mobile app or website.
What information will the Client need to register?
To register for an account, they need to provide their:
What happens if the insured has a parent living outside Canada who wants to use the service?
For Expert Medical Opinion, we can accommodate people outside of Canada as long as they’re able to provide medical history in English or French.
For Find a Medical Specialist Dialogue can only accommodate Canadian and U.S. specialists.
How are medical experts chosen?
The selection of medical experts for this service involves a thorough evaluation process managed jointly by the internal Talent Acquisition and Service Operations teams. These experts are chosen based on a set of qualifications including:
The internal Dialogue team, with support from the Clinical Quality team, meticulously reviews the credentials and professional standing of each physician to ensure they meet Dialogue's high standards for clinical excellence and the provision of reliable second opinions. Each profile is reviewed carefully to maintain the integrity, safety and quality of care provided to our members.
Who makes up the Care Team?
The Care Team is made up of both care coordinators (case administrators) and clinical practitioners (registered nurses, medical doctors, etc.).
Members benefit from a dedicated Care Team for each case. This means a dedicated care coordinator assigned to the case as well as dedicated clinical practitioners working on the case.
How is Clients’ confidential information protected?
Sun Life Medical Second Opinion, by Dialogue complies with all relevant provincial, national and international privacy laws and regulations. Client’s identity and personal health information will not be shared with anyone, including their employer and insurance company, without their written consent. On occasion, the program may share aggregated information to help improve the services and experience of the members.
1Any financially dependent child of the insured person who has a marital status of single and is: younger than 21; younger than 25 if attending college or university full time; or physically or mentally disabled before age 21 and continues to be dependent.
Dialogue is a wholly-owned subsidiary of Sun Life Assurance Company of Canada operating as a stand-alone entity.
All representations about the services of Sun life Medical Second Opinion, by Dialogue are those of Dialogue, Inc. and not Sun Life Assurance Company of Canada. Sun Life Assurance Company of Canada cannot guarantee the availability of the services and reserves the right to cancel the services at any time.
Sun Life Medical Second Opinion, by Dialogue isn't part of the policy. We can't guarantee its availability. It may be withdrawn or modified at any time without any notice.
Sun Life Medical Second Opinion, by Dialogue is available for some individual Sun Life Critical Illness insurance (Sun CII) policies. Clients have access to the service while the policy is in effect and up to four months after their policy ends.
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