New Pay Direct Drug (PDD) card simplifies claims processing for Quebec Clients

This digital solution automates drug claims, reduces manual processing and will help enhance the Client experience.

What's changed

The new PDD digital card automates prescription drug claims processing and provides Clients with seamless access to their coverage through:

• Secured website – Clients can log in to view, copy or print their digital drug card
• Sun Life mobile app – Card access directly in the app or downloaded to digital wallet (Please note that this functionality is not available to Android users)
• Call center support – Our team is ready to assist with questions

Why we're making this change

Currently, over 296,000 drug claims submitted to Sun Life require manual intervention annually in Quebec, creating processing delays and increasing error risk. By automating this process, will help to:

• Reduce manual handling of drug claims
• Speed up claims adjudication and reimbursements
• Standardize processing across all policies
• Decrease manual errors and inconsistencies

When it's happening

Clients will be able to access their PDD digital cards on August 1, 2026. 

How this impacts you and Quebec Clients

There are no changes to existing processes or actions required on your part. As an advisor, you may notice fewer Client complaints about slow claims processing and more consistent experiences across your book of business.

We'll be proactively reaching out to Clients with information on how to access and use their new PDD digital card and are here to support them through this positive change.

Due to a technical limitation, some policyholders will need to follow an alternate submission process to submit drug claims online. Affected policyholders will receive notification with instructions on how to submit drug claims through the alternate process using the same online tool for the remainder of this benefit year.