Sun eApp

Sun eApp – Giving you more of what you need

Get decisions on your applications up to 50% faster than submitting a paper application. Sun eApp offers a seamless and intuitive way to submit insurance applications so you can focus on Clients.

Recent enhancements include:

  • Add replacements, conversions & options available on Sun eApp
  • Automatic labs ordering available on Sun eApp     
  • Instant underwriting approval for qualifying applications.
  • Straight-through underwriting, for eligible applications, when choosing the non-medical option instead of a tele-interview
  • In-app anti-money laundering (AML) questions
  • Auto-filled fields
  • An easy payment collection process
  • Flexible navigation, allowing you to move throughout the application how you want
  • Tele-interview scheduling
  • Easily attach documents right in the application
  • eSign capabilities – letting Clients sign forms through their phones
  • Intuitive application – removing the guess work when evidence is needed
  • The ability to apply for multiple products with multiple insureds in one application 

Get started with Sun eApp

Simplylog in to start using Sun eApp.

Advisor Testimonials

“Sun eApp is simple, efficient, and convenient for not only myself but also my clients. The ease of use in the way it's been designed has been a game changer for me and the advisors at my firm.

Clients are impressed with how quickly we can complete an application and it allows for us advisors to be more present in our conversations with our clients during what used to be a straining experience.“

“It's easy to understand and operate. Yes, I have to keep using it! Quick and convenient to write applications.”

“I like being able to schedule the telephone interview with the client and add placeholder info when the client doesn't have it on hand is very helpful. The value is in the team behind the application. Sun Life service is next level"

“The Sun eApp has continued to improve since its launch, and is definitely an essential tool for our team as we continue to improve the speed and efficiency of our clients experience.”

Learn more

Watch ourSun eApp overview video to see an application from start to finish. For additional questions, contact our Advisor Experience Team. We’re happy to help. 

Our journey doesn’t end here.

Our teams are constantly working on new features and app updates. Look for new announcements coming soon!

Sun eAppp. Try out Sun eApp.

Come see how your feedback is shaping the future of Sun eApp

Here are the latest updates:

September 17, 2024:

Sun eApp now supports internal replacements, conversions and options

We want to ensure Sun eApp is easy to use and saves you time. We heard your feedback and made improvements!  

With this latest update, we're introducing:

  • the ability to submit internal replacements, conversions and options 
    • this means you no longer need to submit paper applications, it’s all handled in Sun eApp 
    • once Clients provide all details, you’re guided through evidence options and relevant questions to ensure key information is captured before submission  
    • for more details on this process, look to our How-To video and join upcoming training sessions 
  • improved backend support for a faster, smoother experience   
    • instant approval for certain ages and amounts 
    • reduced process time with straight-through underwriting 
    • integrated eSign with a single Client eSign package

Watch our how-to video:

November 19, 2023

You can tell Clients if they’re instantly approved 

We’re excited to introduce a feature that’s unique in the industry: Instant underwriting approval on qualifying applications. Using real-time, predictive modelling, you’ll be able to tell Clients during their application if they’re instantly approved.

How does it work?

If the application qualifies for instant approval, we’ll let you know on the ‘Interview selection’ screen. When you choose to complete the non-medical questions, you’ll find out on the ‘Requirements’ screen if the Client is instantly approved.

We've expanded Instant approval eligibility for both individual and corporate policies. It’s available at the following amounts:

Life insurance Critical illness insurance
Age Amount Age  Amount
0-15 Up to $500K 0-1 Up to $250K
16-17 Up to $3M 2-17 Up to $500K
18-50 Up to $1M* 18-40 Up to $250K
51-60 Up to $500K* 41-50 Up to $100K
61-70 Up to $100K    

*If Labs are not raised as requirements.

Instant approval is only available for single product applications with a single insured.

More new Sun eApp features to watch for

  • Easily select preferred rates. For term products, you’ll have the option to select preferred rates. Based on your selection, we'll automatically add labs as a requirement and let you know if the Client is approved for reduced rates after underwriting. This feature will save you time – as you don’t need to make notes in the special instructions.
  • Re-use evidence from applications. Sun eApp will now ask if there’s previous evidence submitted to Sun Life (within the last 6 months). This enhancement will provide a better Client experience, as you won’t have to ask them for evidence again.
  • Fewer restrictions for ordering requirements. We’re removing a previous restriction on who can order underwriting requirements. In all scenarios, we’re allowing you to indicate who’s ordering requirements; there’s no need to make notes in special instructions.

September 18, 2023

Get decisions 10-12 days faster using Sun eApp

Discover new straight-through underwriting in the new Sun eApp September 17 release. Choose non-medical instead of a tele-interview, for new eligible insurance applications, and let our powerful underwriting AI do more of the work for you.

With straight-through underwriting, your submitted application could fast track. Underwriting AI can quickly and skillfully assess applications like you’ve never seen from Sun Life before.

Try it in any new application you start after September 17

  • Start a new Sun eApp
  • Choose non-medical
  • Provide Client responses
  • Submit the application
  • Give Clients a decision 10-12 days faster

For faster results, Sun eApp is your best choice for non-medical applications. See what our powerful underwriting AI can do for your business — both today and later this year when we release more game-changing enhancements.

Life insurance Critical illness insurance

0-15 years – up to $500K

0-12 months – up to $250K

16-17 years – up to $3M

12 months-17 years – up to $500K

18-40 years – up to $3M*

18-40 years – up to $250K

41-50 years – up to $2M*

41-50 years – up to $100K

51-60 years – up to $1M*

  

61-70 years – up to $100K

  

* Tele-interview completed and determined labs are NOT required

Notes:

  • Premiums must be under $50,000
  • Clients can apply for multiple products

January 16, 2023

New year, new Sun eApp enhancements.

Sun Life’s online application tool is one of the best in the industry. This is because we constantly refine it to meet your needs, based on your feedback.

Take a look at the most intuitive Sun eApp yet.

The January 16 version now has:

  • a simple in-app AML process,
  • an improved payment collection process that’s easier and more intuitive, and
  • cycle times that are up to 10 days shorter for pre-approved applications.

Experience the new Sun eApp for yourself.

You’ll find out why it earns excellent ratings by advisors, who call it “easy to use,” “seamless” and “intuitive.”

And don’t forget that select cases are eligible for pre-approval. This means you can give Clients some great news sooner and know about any potential roadblocks instantly.

Watch for more exciting changes in the coming year!

July 31, 2022

Sun eApp is upgrading the underwriting process and adding more opportunities for pre-approval.

With expanded pre-approval eligibility, you can tell even more Clients the likely outcome of their application, pending final review.

We've expanded pre-approval to life and critical illness insurance and for both individual and corporate policies. Pre-approval is available at the following amounts:

Life insurance Critical illness insurance
  • 0-15 – up to $500K
  • 16-17 – up to $3M
  • 18-40 – up to $500K
  • 41-50 – up to $250K
  • 51-60 – up to $100K
  • 61-70 – up to $100K
  • 0-1 – up to $250K
  • 2-17 – up to $1M+
  • 18-40 – up to $250K
  • 41-50 – up to $100K
Pre-approval is only available for single product applications with a single insured.

And there’s more

  • Sun eApp now performs Medical Information Bureau (MIB) checks during the application process to increase accuracy of pre-approval.
  • You can now find a Client’s evidence requirements summary on the Summary screen.

Important dates

These changes are effective as of July 31, 2022. They don’t affect in-progress applications started after March 6.

If you want to continue with applications started before March 6, please contact the Advisor Experience Team for support. If we don’t hear from you, we’ll archive the applications 60 days after you last saved it. You’ll then have to start a new application.

March 7, 2022

You can now use Sun eApp’s new reflexive questionnaire to answer the non-medical (electronic health) questionnaire. This means fewer touchpoints for eligible Clients and an even better experience.

As part of this exciting enhancement, the non-medical questionnaire now includes the COVID-19 questionnaire.

Additionally, we’ve added a pre-approval feature. This means you can tell Clients the likely outcome of an application in select cases, pending final review.

These changes don’t affect applications currently in progress. You can still complete applications started before March 6, 2022 using the current process.

To qualify for pre-approval, the following guidelines apply:

Eligible products and options:

 Eligible ages and face amounts:
  • There is one insured and only one owner
  • Individually owned insurance (not corporately owned)
  • The Client is a Canadian citizen or has been in Canada for more than 12 months
  • Life insurance
  • Total disability and/or Accidental death (if selected)
  • Purpose of insurance:
    • Estate protection
    • Income replacement
    • Charitable donation
    • Asset protection
    • Mortgage protection
    • Tax or estate planning
  • 51-60 up to $100K
  • 41-50 up to $250K
  • 18-40 up to $500K
  • 0-17 up to $500K

October 26, 2021

Making insurance applications easy

If you have questions about submitting an application in Sun eApp, take a look at our new Sun eApp checklist. This document will give you quick tips, helping you complete your applications with ease.

 

August 16, 2021

Introducing flexible navigation

Flexible navigation makes it easier to move between pages and sections, pre-fill applications and save your work. Here’s how it works:  

  • Jump forward: Move ahead and pre-fill applications with the information you already have.
  • Move backwards: Head back to previous screens if you need to make a change. 
  • See where you left off: Log in and find the last page you worked on - and keep going. 
  • Follow your progress: See the status of your pages in the left-hand navigation menu:
    • Not started
    • In progress
    • Attention required
    • Complete

Other signing enhancements:

  • See who’s signed: Confirmation of eSignature emails show the Client's name in the body – without signing in. 
  • Change signing officers easily: You can change signing officers for an application in progress – right until it’s signed.

April 19, 2021

April brings fresh Sun eApp upgrades to attachments, eSign & more

Our latest round of Sun eApp upgrades includes some new things you’ve asked for, plus some we wanted to surprise you with to help make placing business even smoother.

  • Simplified attachments
    • Add attachments earlier in the process.
    • Attach larger PDF and JPG files – up to 10MBs each.
    • Option to delete uploaded attachments before submitting the application.
  • More convenient eSign
    • Clients can now sign forms and their application at the same time, in a single email.
    • Use Send for eSign to send up to 10 forms at once for signing.
    • Now you and the Client can review and sign evidence information before submitting the application.
    • After submitting an application, you can download a copy of it to review both administrative and evidence information.  
  • Smarter forms and bank lookup
    • Anti-money laundering (AML) forms 4830 and 4831, as well as Foreign Account Tax Compliance Act (FATCA) form 4545, will now load in Chrome when accessed from Sun eApp. That means you can fill out and attach these forms easily.
    • Sun eApp will now look up a Client’s bank and branch information based on the institution and transit number – so you don’t have to.

Look for more upgrades coming later this year.

April 5, 2021

In non face-to-face situations, Sun eApp now provides the option to complete a non-medical or a tele-interview. While there are many benefits to a tele-interview, this change will give you and your Clients flexibility on deciding whether it’s the best option for them. 

Non face-to-face applications will still need to follow the Dual Process Verification of identity method.

January 29, 2021

  1. Retained Age with prefilled illustrations. Now you can enter a Client’s retained age in Sun Life Illustrations to prefill your Sun eApp application.
  2. Special quotes. You can now use Sun eApp for Clients to submit applications based on a special quote using the new “New special quote application” feature from your dashboard. It will calculate the evidence requirements when you provide the coverage amount.
  3. Additional risk questions. You’ll see some new questions about how the life insurance will be used and the source of payment for certain tax strategies. These new questions will help us manage risk and better understand:
    • policy use among high net worth clients
    • advisor business practices, and
    • who is lending to the Client.
Sun eAppp. Try out Sun eApp.

What is instant approval?

In some cases, Clients may be instantly approved; meaning that based on the underwriting information provided, the application has been instantly approved. Final coverage will begin once the application is submitted and our team has reviewed and confirmed that all requirements are satisfied.

In order to qualify for instant approval, the following guidelines apply:

Life Insurance

Critical Illness Insurance

Age

Amount

Age

Amount

0-15

Up to $500K

0-1

Up to $250K

16-17

Up to $3M

2-17

Up to %$500K

18-50

Up to $1M*

18-40

Up to $250K

51-60

Up to $500K*

41-50

Up to $100K

61-70

Up to $100k

 

 

*If Labs are not raised as requirements.

Instant approval is only available for single product applications with a single insured.

What is Straight Through Underwriting?

Straight-through underwriting (STU) is when an application is approved standard by the underwriting AI without human underwriter intervention.​ There’s no visible indication in Sun eApp if an application has qualified for STU. 

Life insurance​

Critical illness insurance​

0-15 years – up to $500K​

0-12 months – up to $250K​

16-40 years – up to $3M​

12 months-17 years – up to $500K​

41-55 years – up to $2M​

18-40 years – up to $1M​

56-65 years – up to $1.5M​

41-50 years – up to $500K​

66-70 years – up to $500K​

51-60 years – up to $250K​

61+ - up to $100K ​
  • Premiums must be under $50,000

How do I bookmark Sun eApp?

You can bookmark Sun eApp by adding the link “sunlife.ca/suneapp” to your bookmarks. You will have to add this link specifically in order for your bookmark to work. Do not bookmark the URL of the Sun eApp webpage.

What can I do with Sun eApp?

You can use Sun eApp to help Clients apply for new individual or corporate owned life and critical illness policies. Applications can be for single or joint policies.

How do I use the flexible navigation feature?

Just enter a minimum amount of Client information to get started: Involvement, name, date of birth, gender and smoking status. Afterwards, you can use the left navigation to jump ahead to other sections in the application.

In order to provide evidence information, you'll need to add all the information in the Client, product and purpose of insurance sections.

What are the main features of flexible navigation?

You can now:

  • Jump forward - Move ahead and pre-fill applications with the information you already have.
  • Move backwards - Head back to previous screens if you need to make a change. 
  • See where you left off - Find the last page you worked on. Then use the navigation to get to that page and keep going. 
  • Follow your progress - See the status of the sections in the left-hand navigation menu: Not started, In progress, Attention required and Complete. 

Can I use Sun eApp to complete a multi-life application?

Yes you can! To learn more, please watch this tutorial video

Can I use Sun eApp to complete a UL application with multiple COI coverages?

For now, use Sun eApp to submit two separate applications. In special instructions, provide both policy numbers and tell us that this is part of a multi-coverage UL and needs to combine into one policy.

How do I prefill an application in Sun eApp from an illustration?

  1. On the Product details screen in Sun eApp, select Prefill from an illustration.
  2. Search for and select the illustration, then click Prefill application.
  3. Sun eApp will add the product information automatically.

How do I make changes to a product after I prefilled an illustration?

  1. On the Product details screen in Sun eApp, delete the product.
  2. After deleting the product, make the necessary changes to the illustration in Sun Life Illustrations and save.
  3. On the Product details screen in Sun eApp, select Prefill from an illustration.
  4. Search for and select the illustration, then click Prefill application.
  5. Sun eApp will add the product information automatically.

Why can’t I make changes to my Client’s date of birth, gender or smoking status after prefilling from an illustration?

When you prefill from an illustration, these Client details are locked. If you need to make changes, follow these steps:

  1. On the Product details screen in Sun eApp, delete the product.
  2. After deleting the product, make the necessary changes to the Client details in Sun eApp or the illustration in Sun Life Illustrations (If required).
  3. Continue to prefill the application again.

Do I need to include an illustration with a Sun eApp application?

For term and critical illness policies, an illustration is not required. For all other products, attach the illustration before submitting the application. If you choose to prefill an Illustration for a Universal life or Participating policy, the illustration will automatically be attached.

Will Sun eApp collect beneficiary details with an application?

Yes. Sun eApp collects beneficiary information for individuals, trusts and charitable organizations. Sun eApp also allows for minor beneficiaries, trustees and contingent beneficiaries.

Can I use Sun eApp to work remotely with a Client?

Yes. You can submit applications using our non-face-to-face process.

Does the Client need to be in Canada to complete a non face-to-face application?

Yes. The Client needs to be in Canada. We cannot initiate a new application for a Client that is out of country.

Can I submit an application for a Client in a different province?

You can submit an application for a Client in another province, using the non face-to-face process, as long as you are licensed in the province where the Client resides. It’s important you indicate the province in which the Client resides as the “Signing Province.” We need this information to determine which provincial rules and regulations govern the contract.

Can I conduct my meeting with the Client over the phone instead of by video conference?

No. The non-face-to-face process between you and your Client must be conducted by video conference.

How do I indicate that an application was completed using the non face-to-face process?

You can indicate this on the Client Details page of Sun eApp. 

Can a Client apply for temporary insurance?

Yes. During the application process, Sun eApp will let you know if the Client qualifies for temporary insurance. When you select the option for temporary insurance and provide payment information, the details and agreement will be sent to the Client on the signature page.

Why do I need to ensure I am using a secure email link/How do I ensure I am using a secure email link?

We require you to use secure messaging when transferring documents because of the confidential content of Client  applications, and their associated documents. You must send emails with Client documents using head office domain emails. These cannot be sent from your personal email accounts.

Most firms have TLS secured email. However, if you have any concerns about the email domain you are using, or are unsure if you have TLS security, we suggest you complete and send a paper application, and any associated documents, by courier.

How do I complete the settlement process electronically?

You will receive PDF versions of the Policy provisions, Policy delivery receipt and Acceptance of changes forms.

  1. Set up a video conference with the Client to review.
  2. Ask all relative questions.
  3. Use the Send for eSign feature in Sun eApp to send any forms the client needs to sign (i.e. Policy delivery receipt, Acceptance of changes, Illustration). 
  4. The Client will receive an e-mail containing the necessary eSign instructions.
  5. Once signed, the documents will be sent directly to Sun Life for processing.

How do I complete the settlement process by mail?

  1. Once you receive the policy from us, please mail it to the client
  2.  Set up a video conference with the Client to review. 
  3. Ask all relative questions. 
  4. Have the Client sign Policy Delivery documents (i.e. Policy Delivery Receipt, Acceptance of changes, Signed Illustration, Missing info on AML/VOI etc.) 
  5. Have the Client email or fax them back to you, or send them by courier. 
  6. Once you’ve received the documents from the Client, please follow your firm’s instructions for submitting them to us.

How do I make a request for changes during settlement electronically?

You will receive PDF versions of the Policy provisions, Policy delivery receipt and Acceptance of changes forms.

  1. Set up a video conference with the Client to review.
  2. Ask all relative questions.
  3. Use the Send for eSign feature in Sun eApp and select Policy settlement as the type of request.
  4. Check ‘Include request for changes’ and indicate the change(s) in the field provided.
  5. Fill out the required information and attach the Policy delivery receipt.
  6. The Client will receive an email containing the necessary eSign instructions.
  7. Once signed, the Policy delivery receipt with the request for changes will be sent directly to Sun Life for processing.

What forms can be signed with the Sun eApp application?

If you include any of the following documents on the Attachments screen, they will be included and signed with the application:

  • International tax classification for an entity (4545)
  • Sun Life Illustration

What documents are supported in the Send for eSign feature?

You can now send requests to your Clients to eSign documents in support of in-progress applications and for in-force business. The following forms are available:

  • Illustration
  • Authorization to disclose information to advisor
  • Verification of Identity – Corporate
  • Verification of Identity – Individual
  • Disclosure Statement
  • International tax classification for an entity
  • International tax classification for an individual
  • Financial questionnaire
  • Pre-authorized chequing (PAC) authorization
  • Beneficiary change
  • Name change
  • Transfer of ownership
  • Third party determination
  • Request to cancel policy
  • Address change
  • Application for a withdrawal or transfer of funds
  • Application for Premium Offset payment arrangement

You can also use Send for eSign to settle a policy through Sun eApp.

What browsers are supported in the Send for eSignfeature?

We recommend you and Clients use one of the following browsers for signing:

  • Chrome (the latest version, plus the two previous versions)
  • Firefox (the latest version, plus the two previous versions)
  • Safari (the latest version, plus the two previous versions)

Please remind Clients to use one of the browsers above when signing and to check their browser if they’re having issues. If a Client is having trouble signing with Internet Explorer, ask them to copy the URL from Internet Explorer and paste it into one of the compatible web browsers listed above.

How do I provide AML information within Sun eApp?

  • In Sun eApp, when you add a product that requires AML information, the AML/FATCA section will automatically appear
  • If the application includes temporary insurance, you will need to provide AML information. If not, you will have the option to provide AML information at a later time
  • When you lock the application, Sun eApp automatically generates the applicable form and includes it in eSigning: Identity verification, third party determination and politically exposed persons (PEP) for individual owners (4830) or Identity verification and third party determination for entity owners (4831)
  • Note, for Entity owned applications FATCA form (4545) and Corporate resolution (5091) are not included in this feature at this time

How do I send a non Sun Life fillable form using the Send for eSign feature?

  1. Open the form in Adobe Reader
  2. Fill out all required information
  3. From the menu, select File and Print
  4. Select Microsoft Print to PDF as the Printer
  5. Click Print. This will save a PDF file to attach in the Send for eSign feature.

How do I unlock an application?

You can unlock Sun eApp up to 4 times to make changes. If you unlock, it may no longer qualify for Instant approval. In order to unlock, it depends on the status of the application:

  • If the application has not been sent for signing
    • Use the Unlock and edit button on the Sign and submit screen. 
  • If the application has been sent for signing
    • Ask your Client to cancel the signature process using the eSign e-mail they received.
    • Then, use the Unlock and edit button on the Sign and submit screen. 
  • If the application has been signed
    • The Unlock feature is only available prior to the Client signing.

How do I give Sun Life a Client's payment details?

Sun eApp will allow you to provide payment details now, or on delivery and acceptance of the policy. Sun eApp will prompt you to enter all required information.

​Can I provide Sun Life with additional information related to a Client's application?

Yes. On the summary page, you can provide any extra information under "Add special instructions". You can provide details like reuse of evidence, shared ownership splits, if you will order any lab requirements, and instructions regarding the Client's evidence information.

How do I tell you that evidence is being ordered from another company or that I wish to order evidence?

On the Evidence requirements page, under Ordering evidence requirements choose Another insurance carrier and provide the information if another company is ordering. If you wish to order yourself, click beside advisor.

Can I backdate an application in Sun eApp?

Yes. You can backdate an application up to 90 days within the application if eligible. You can also ask us to backdate a CI up to 6 months, a Par up to 10.5 months and a Non-par up to 12 months by leaving a note in the "Additional Comments" section of your advisor statement.

Can I review locked applications during the issue process?

Yes. You can view the administrative details of a locked application from within a Client’s record. These records are accessed through your dashboard. These PDF versions will remain available until a policy is issued.

What should I do once I've submitted an application through Sun eApp?

Once you submit an application, you can follow its status in your once it appears in Activity centre.

Will my firm receive a copy of the application for their review?

Yes. Once you submit an application, we’ll email the advisor statement and a copy of the administration details to your firm. We won’t share the Client’s medical evidence.

I'm an Insurance Specialist associated with a National Account. How do I update the Advisor of Record (AOR) information?

Leave us a note in your advisor report, under "Additional Comments," naming the Advisor of Record (AOR).

I'm getting an error message when I try to access Sun eApp?

The advisor site thinks you're still in an older session. Close and re-open your browser. Log in to the advisor site, then log out of the advisor site. You should now be able to log in again and access Sun eApp.

What can I do if I have issues downloading fillable forms from Sun eApp?

  1. Click the form link and download the fillable form to your computer.
  2. Open Adobe Acrobat Reader.
  3. In the menu, select File, Open and select the file that you saved.
  4. Fill out the form and save it on your computer.

Sun eApp allows advisors to submit applications for internal replacements, conversions and options directly on the app eliminating the need for paper-based applications for RCOs.

To start an application for a replacement, conversion or option select this option from the drop-down menu in the dashboard and follow the prompted steps.

How do Clients receive eSign instructions?

Clients are emailed instructions by Sun eApp when it's time for them to sign.

How do Clients receive a text with a passcode in order to eSign the document?

Clients will receive an email from Sun Life containing the necessary eSign instructions. Once they click the link in the email, a text message will be sent to their mobile phone with their passcode to eSign.

Why is the eSign package showing a different time?

Our eSign system uses GMT, the international time zone standard.

How do I resend the email to a signer?

Locate the Client’s application on the Sun eApp dashboard.  Click on it to display the Sign and Submit page.  Click on ‘Manage details’ to get to the eSignature package. Select which signer you need and click “Resend email.” Sun eApp will only email the selected signer.

How do I resend the passcode to a signer?

Locate the Client’s application on the Sun eApp dashboard.  Click on it to display the Sign and Submit page.  Click on ‘Manage details’ to get to the eSignature. Select which signer you need and click “Resend email.” Sun eApp will send the selected signer the passcode email.

How do I cancel an eSign Package?

You can only cancel an eSign package if no one has signed. Locate the eSign package on the dashboard. Click on it to display the Details screen. Click "Cancel package."

How do I change the email address used for a Client's signature?

Locate the Client’s application on the Sun eApp dashboard.  Click on it to display the Sign and Submit page. Click on ‘Manage details’ to get to the eSignature package. Click on it to display the Details screen. Then:

  1. Click the pencil icon next to the signer's email address
  2. Enter their new email
  3. Click "Done"

Sun eApp will automatically send an email to the new email address. This this won't affect other signers.

Remember, you're not able to enter your email for the Client. Each signer must have a unique email address.

How do I change a Client's mobile phone number?

Locate your the Client’s application on the Sun eApp dashboard.  Click on it to display the Sign and Submit page.  Click on ‘Manage details’ to get to the eSignature package. Click on it to display the Details screen. Then:

  1. Click the pencil icon next to Client's mobile number
  2. Enter their new number
  3. Click "Done"

Sun eApp will automatically send an email to the new email address. This this won't affect other signers. When the signer clicks on the hyperlink in the email a passcode will be sent to the updated mobile phone number.

Remember, each signer must have a unique mobile number.

Do I need a Client's address and mobile phone number required for in-person eSign?

If a Client has chosen to receive their fully signed package by "email and passcode," they'll have to provide a unique email address and mobile number.

If a Client has chosen to receive their fully signed package by "email and security question," they'll only have to provide a unique email address.

Can I change the security question and answer if a Client has forgotten it?

No. You can't change a security question once it's set. But you can look up the answer. To do so:

  1. From the Sun eApp Dashboard select the Client’s application to open the “Sign and submit” page
  2. Click on “Manage details”
  3. Click on the package to access the Details screen
  4. Click on "Security Question" under "Authentication Method"

Why did a Client receive an eSign package expiry notification? I'm meeting with them today to have the documents eSigned in person.

Avoid starting the in-person eSignature process until the Client is with you.

  • If a Client needs the package in advance, initiate it for them the same day they plan to sign.
  • If a Client reschedules their meeting, you'll need to cancel their eSign package and initiate a new one later on.

Can one Client sign in person and another one remotely?

Yes. Each Client can sign as best suits their needs.

Does each Client need a different security question?

No. Clients can reuse the same security question.

If one Client signs in person but the remote Client doesn't sign within the 7 day window, do both Clients have to resign?

Yes. You'll have to restart the eSign process, and the client that had already signed will have to sign again.

Can a Client use previously collected evidence?

Yes. We're happy to look at evidence already collected in the past 9 months for Clients age nearest 70 or less (for ages 71 and older collected in the past 6 months) if there has been no change to their risk profile. For Clients age 71 and older, we’ll look at evidence collected in the last 6 months.

You can request that we do this by including a note in your advisor statement, under "Additional comments." Be sure to indicate the source of the evidence (e.g., name of the other insurance company and policy, the other Sun Life policy, etc.).

What if I need to submit a Life insurance replacement declaration, aviation, or specific form not in Sun eApp?

As we build Sun eApp, some application forms are still on paper. Just for now, if you need to submit one of these with a Client, you'll have to use the paper version. Send it to us, and we'll process it with the Client's application.

How soon should I schedule a tele-interview for a Client?

Our Tele Interviewers are available for appointments Monday - Saturday.  Sun eApp will show available appointment dates and times two business days out

If you anticipate a delay in submitting the application to us, please schedule the tele-interview for later. We won't be able to complete the tele-interview until after we have received the Client's application.

Note: Due to a current high-volume of requests for tele-interviews, we may be unable to accommodate your Client’s selected time. Book the time your Client prefers and if there's an issue, we’ll contact them to reschedule within 48 hours of receiving the application.

Can a Client complete their tele-interview in a language other than English?

Yes. You can change the language to French or Other. If you select Other, please indicate the Client's preferred language.

Who orders any additional requirements?

If a paramedical and/or blood and vitals are required, in most cases you can select who will order these in Sun eApp. If the application is eligible for accelerated underwriting, the ordering of these requirements will be locked to Sun Life. Any other additional underwriting requirements will be ordered by Sun Life. If you would prefer to make special arrangements for a Client, please indicate this in your advisor statement under “Additional Comments”.

Sun eAppp. Try out Sun eApp.

Who can I contact for help?

Questions about Sun eApp?

Advisor Experience Team: 1-800-800-4SUN (4786)

Need to reset your advisor site password?

Email PCAID@sunlife.com and provide your name, advisor site access ID, and date of birth.

Note: These details are required to authenticate you. If you prefer not to share these details by email, you can phone Advisor Site Support at 1-800-800-4SUN (4786).