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© Sun Life Assurance Company of Canada. All rights reserved.
We're glad to inform you that the third-party outage is now resolved. Due to this outage, some of Sun Life’s systems, business teams and external providers experienced disruption. This disruption limited our access to emails as well as the ability to process new insurance applications and other administrative requests. As a result, we’re now ramping back to full operational service over the next few days. We apologize for any inconvenience this might have caused. Again, we thank you for your patience and understanding.
Inforce Insurance Service Delivery by Key Process (in business days) |
Service Level Target |
Current Service Level |
Service Level Status |
---|---|---|---|
Accounting History |
10 |
6 |
|
Beneficiary Change |
5 |
5 |
|
Illustrations |
10 |
11 |
|
Inquiries & Investigations |
15 |
4 |
|
Ownership Change |
20 |
11 |
|
Premium Payment Change |
7 |
9 |
|
Contact Changes (address, email) |
5 |
4 |
|
Plan Change without UW |
20 |
18 |
|
Plan Change with UW |
30 |
20 |
|
Reinstatement |
20 |
18 |
|
Surrender |
5 |
9 |
|
Withdrawal/Loans/Transfers |
5 |
6 |
|
Key process for Wealth | Service Standards for Wealth |
---|---|
Investment direction on wealth products | 2 business days and effective the date received. |
Wealth income payment updates Includes new additions or change to existing income payments on wealth products |
Processed within 2 business days |
Withdrawals on wealth products | 1 business day and sent via cheque |
Cheque holds for guaranteed investment certificates | 4 - 7 business days, depending on cheque amount and if deposit was in person. Request for first $100 processed immediately if deposited in person. |
Inquiries and investigations | Responded to within 1 - 5 business days, depending upon complexity. |
Address changes | Processed within 3 business days. |
Beneficiary changes | Processed within 5 business days. |
Payments, premiums, deposits and PAC changes | Payments will be processed within 2 business days effective the date received, if received before 4:00 p.m. at our head office. |
Internal Transfers within SLF on wealth products | 5 business days (backdated to date requested) |
Transfers to external company on wealth products (including transfers to CI/SLGI) | Where advisor is the same and no conservation is required, processed within 2 business days. |
Transfers with conserve to external company on wealth products (including transfers to CI/SLGI) | Processed within 10 business days, including the 5 day conservation period. |
Payout illustrations | Processed within 2 business days. Rates used in the illustration are guaranteed for 3 business days. |
Key Process For Claims | Service Standards for Claims |
---|---|
Life claim payments |
Life claim payments Life Claims where full requirements are received are paid within 5 to 7 business days. |
© Sun Life Assurance Company of Canada. All rights reserved.