Client health

Reducing barriers to help everyone get health support

It’s more important than ever that health education and services are proactive and available. Location, income, background or work arrangement should not be a barrier to access.

Our approach

We’re committed to being a partner for Clients throughout their health journey. We offer a growing suite of resources, including innovative wellness apps, health education and voice technology powered by artificial intelligence. These resources inspire and encourage healthier living and help Clients find the right support.

In the U.S., we also offer return to work programs. For example, our workplace accommodation consultative service helps ill or injured U.S. Clients in an employer disability plan remain productive at work or return to work, when appropriate. The service provides resources to assist with medical limitations and helps employers manage productivity.

Mental health is one of the key issues of our time. Half a million Canadians miss work each week due to mental illness1. The COVID-19 pandemic has increased mental health challenges, leading to new cases of depression and anxiety worldwide2. That’s why we continue to focus on mental health for Clients. Our focus is on removing barriers to effective treatment and recovery.

We collaborate with health-care leaders and external partners to create and/or deliver wellness programs for organizations. Through these partnerships and offerings, we aim to create healthier workplaces for employees. One example in the U.S. is our PinnacleCare business. Through dedicated relationships with top medical centers, PinnacleCare’s personal health advisors help plan members access highly regarded medical professionals for their specific condition. This service helps people get the right diagnosis, treatment and outcomes.

More people are turning to digital options to address their health concerns and connect with medical professionals virtually. The COVID-19 crisis transformed this type of health-care offering from an emerging trend into an essential service for many. Sun Life continues to invest in virtual care solutions, ranging from health-care navigation assistance to online ask-an-expert features. One example in Canada is Lumino Health. It’s a free and accessible tool that allows our Clients to connect with local health-care providers and book an appointment. Another example is our online Dental Health Center (the “Center”) in the U.S. The Center enables members to obtain an estimate of dental costs and access advice virtually from licensed dentists.

Drawing on our experiences in creating wellness solutions for our own employees, we share what we’ve learned with others. We do this by developing resources, such as white papers, videos, and podcasts that all employers can use to advance health in their own organizations. For example, Sun Life’s Bright Paper reports combine research and analysis to help employers gain a deeper understanding of health issues.  

We continue to be an advocate and thought leader. We work with researchers and government bodies worldwide to solve issues standing in the way of every employee getting health benefits and preventive health care. Refer to our Sustainability Report for examples.

Goals

  • Help Clients take positive health actions. We are working towards setting a target.

  • Address regional health issues (e.g., mental health in Canada) 

2021 highlights

  • 378,000 positive health actions taken by Clients in Canada in 2021 after a nudge from our digital coach, Ella
  • 556,000 Clients and their family have access to Lumino Health Virtual Care in Canada
  • US$24.5 million in savings for Sun Life and our stop-loss Clients through our Clinical 360 program in the U.S.

Learn more about our progress and performance in our 2021 Sustainability Report and ESG Performance Tables.

Helping Clients navigate the health-care journey

Finding and accessing the right health care can be a daunting task. Sun Life’s new Health Navigator powered by PinnacleCare makes it easier by giving Clients one-on-one support and guidance.

Learn more

More resources

1 Centre for Addiction and Mental Health. “Workplace mental health playbook for business leaders”. 2020.

2 The Lancet, “Global prevalence and burden of depressive and anxiety disorders in 204 countries and territories in 2020 due to the COVID-19 pandemic”. 2021.