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

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

Phone:

International: +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

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
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.

SLB-3151 0624 Exp 0626