Claims made easier for Clients with long-term disabilities
Sun Life has enhanced its Long-Term Disability claims process based on Client feedback, making it easier to submit and manage disability claims.
At Sun Life, we’re always evolving to better understand and support our Clients. By listening to their ideas and concerns, we have uncovered Client pain points and opportunities where we can improve. Client feedback revealed that because filing a disability claim is often a unique and unfamiliar experience, many individuals find the process stressful and overwhelming. These findings indicated a need for more comprehensive guidance and proactive support throughout their journey.
Over the past couple of years, Sun Life has taken steps to address this pain point by improving our Long-Term Disability (LTD) services, making it easier for Clients to submit and process claims. LTD coverage provides income replacement for individuals who are unable to work for an extended period of time due to illness or injury.
The improvements are the result of feedback gathered through our CSAT Client Experience Program. CSAT surveys are sent to all Clients who have filed an LTD claim, specifically after an initial liability decision has been made on their claim. Our aim is to collect meaningful insights from LTD claimants regarding their experience with the claim process.
The Client Experience program benefits Clients by providing a platform to voice their perspectives. This valuable feedback paves the way for Sun Life to refine our processes and enhance the management of ongoing LTD claims.
The program, which tracks overall Client experience scores as well as more specific insights, is having a tangible, positive impact on Client service and satisfaction as well as business results. Client satsifaction went from 54% from January 2023, when the program was launched, to 73% as of September 2025.