We’re defaulting some Clients to paperless: Here’s what you need to know
To aid our sustainability efforts, we’re transitioning some Clients who haven’t selected a document delivery preference to online-only delivery in 2027. Learn how we’ll notify these Clients and the steps they’ll be provided if they want to continue receiving paper documents.
What’s changing
Starting in January, Clients with a valid email address on file, who haven’t selected paper as their default document delivery preference (and who were receiving paper as a default at purchase or at application) will be switched to receive digital documents, statements and confirmations through email and mysunlife.ca.
The specific documents impacted are:
- In-Force Sun UL and Clarica UL statements
- Non-term insurance policy statements
Policy booklets, amendments and Universal Life contracts are not affected.
Why we’re making this change
This initiative aligns with the overall direction of the industry, Sun Life’s commitment to sustainability and reduces printing and distribution costs, allowing us to reinvest in other areas.
How Clients will be notified
We’ll contact Clients through email, and for some, direct mail, letting them know about the change and outlining the steps they can take to continue receiving paper documents if they so choose. Those who don't respond will be automatically switched to paperless delivery.
Timeline
- October 19: Email notifications to Clients begin (sent in waves through October).
- November 2: Clients over the age of 70 will receive a mailed letter (in addition to the email), letting them know this change is coming, along with the steps they can take to continue receiving paper documents.
- January 2027: Clients who haven’t responded and still have no document delivery preference will be switched to paperless.
Important: Clients can request paper delivery anytime and can easily switch preferences through mysunlife.ca or by contacting the Client Care Centre (CCC), who can now change a Clients document delivery preference for them.
Your role in this change
For Clients who prefer paper statements, ensure they know how to opt-in before the transition occurs. This is an opportunity to strengthen Client relationships by demonstrating a commitment to choice and accessibility.
Calls-to-action:
- Review the list of affected documents and timeline so you can answer Client questions.
- Direct Clients to mysunlife.ca or the CCC (at 1-877-786-5433 any business day between 8 a.m. and 8 p.m. ET.) to update preferences.
- Remind Clients that they can request paper delivery anytime—no action needed if they prefer to stay digital.