Enhancing the Client paperless experience: Simplifying eligibility criteria

Starting December 5, we’ll be simplifying the requirements for Clients to receive a paperless experience.

Currently, for a Client to be paperless eligible and have their key paper documents suppressed (not printed/mailed), they must meet three criteria:

1. Have a valid email address
2. Opt-in to paperless preferences
3. Be registered on mysunlife.ca or the Sun Life mobile app

We've identified that the third requirement has been preventing some Clients from receiving the paperless experience they requested. To address this, we're removing the registration requirement, maintaining only the valid email and opt-in criteria for paperless eligibility. This change will allow us to provide more Clients with their preferred paperless experience, delivering their documents digitally via email notifications*.

*Note: The Client communications will highlight some documents that are not yet available digitally and will still be mailed to Clients.

Key dates:

• October 30, 2025: First Client email communication (5 weeks before change)
• November 24, 2025: Second Client email communication (1 week before change)
• December 5, 2025: Implementation of new paperless eligibility criteria

Calls-to-action:

• Prepare for Client questions about the email communications they’ll receive.
• Inform Clients they can change their paperless preference anytime (via mysunlife.ca or mobile): Sign-in (or register), navigate to Profile, Preferences and select Paper/Paperless.
• Encourage Clients to keep their email addresses up-to-date for seamless digital communication.