Client Complaint Resolution Process

Client Complaint Resolution Process


Sun Life strives to meet and exceed our Clients’ expectations. Clients’ satisfaction with our products and services is the cornerstone of our success.

If you are unhappy with our product or service, we want to hear from you. We are here to resolve your concerns. We kindly ask that you please follow the process below so we can get to the root of the concern, fix the problem and learn from the experience.

You have two options for sharing a complaint with us:

  • Give us a call
    Depending on the product or service you are calling about, please call the respective Customer Service center number listed below, and we will try to resolve the issue over the phone.
  • Submit your complaint in writing via email or letter
    If you have a concern that cannot be resolved over the phone or simply prefer to reach us in writing, please send an email or letter describing the details of the problem and the names of the people you may have discussed it with.

Contact Information


  • Life insuranceOpen or Close

    If your complaint is about your life insurance policy with Sun Life, please let us know about the problem via the following contacts:

    Phone: +1 (441) 294-6060
    Fax: +1 (441) 296-4726

    Monday – Friday
    9:00 am – 5:00 pm EST

    Email: bii@sunlife.com

    Express or Overnight Mail
    Sun Life Assurance Company of Canada
    Washington House, 3rd Floor
    16 Church Street
    Hamilton HM 11
    Bermuda

    Regular Mail
    Sun Life Assurance Company of Canada
    P.O. Box HM 3070
    Hamilton HM NX
    Bermuda

  • WealthOpen or Close

    If your complaint is about your investment account or variable annuity with Sun Life, please let us know about the problem via one of the following contacts:

    Phone:
    U.S.: (800) 300-1728
    UAE: (800) 017-8208
    Qatar: (800) 100-166
    Bahrain: (800) 04904
    International: +1 (441) 296-3084
    Fax: +1 (441) 296-3181

    Monday – Thursday
    5:00 am – 5:00 pm EST

    Friday
    9:00 am – 5:00 pm EST

    Email: wealthcs.international@sunlife.com

    Express or Overnight Mail
    Sun Life Financial Investments (Bermuda) Ltd
    Washington House, 3rd Floor
    16 Church Street
    Hamilton HM 11
    Bermuda

    Regular Mail
    Sun Life Financial Investments (Bermuda) Ltd
    P.O. Box HM 3070
    Hamilton HM NX
    Bermuda

What to Expect After Sharing Your Complaint
with Us

If your complaint hasn’t been resolved over the phone, or if you have submitted a written complaint, our Problem Resolution team will:

  • Acknowledge receipt of your complaint in writing in the manner you reached out to us (by e-mail or regular mail) within 2 business days of receipt of the complaint. Please allow additional time for our letter to reach you via regular mail.
  • Investigate and review your complaint thoroughly.
  • Respond within 30 calendar days, offering a complaint resolution or instructions on further steps needed to resolve your complaint.

We thank you for your business and hope to resolve any problems in a prompt and satisfactory way.


Sun Life Assurance Company of Canada – Bermuda branch

Sun Life Financial Investments (Bermuda) Ltd.

The Sun Life Financial group of companies operates under the "Sun Life" name. Sun Life Financial Inc., the publicly traded holding company for the Sun Life Financial group of companies, is not a product offering company and is not the guarantor of the obligations of its subsidiaries.

Life insurance products available through the international business based in Bermuda are offered by Sun Life Assurance Company of Canada (Bermuda Branch). These products may not be sold in the United States, nor to citizens or residents of the United States, nor to residents of Bermuda or Canada.

Wealth and Investment products through the international business based in Bermuda were issued by, and supported by the financial strength and claims paying ability of, Sun Life Financial Investments (Bermuda) Ltd. ("SLFIB"). Certain payment obligations of some products issued by SLFIB are supported by a guarantee in its favor by its parent company, Sun Life Assurance Company of Canada; see product offering document(s) for details. Among other restrictions, these products were not available for sale in the United States, nor to citizens or residents of the United States or Canada, nor to residents of Bermuda. SLFIB no longer markets the Wealth and Investment products, having discontinued new sales as of December 2015.

In certain communications, the company may be referred to as 'Sun Life Financial International" strictly as a marketing name and no legal significance is expressed or implied.

Sun Life Financial Investments (Bermuda) Ltd., Hamilton, Bermuda, is regulated and licensed to conduct Investment Business by the Bermuda Monetary Authority under Bermuda's Investment Business Act.

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