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) 296-4726Monday – Friday
9:00 am – 5:00 pm ESTEmail: bii@sunlife.com
Express or Overnight Mail
Sun Life Assurance Company of Canada
Washington House, 3rd Floor
16 Church Street
Hamilton HM 11
BermudaRegular 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) 296-3181Monday – Thursday
5:00 am – 5:00 pm ESTFriday
9:00 am – 5:00 pm ESTEmail: wealthcs.international@sunlife.com
Express or Overnight Mail
Sun Life Financial Investments (Bermuda) Ltd
Washington House, 3rd Floor
16 Church Street
Hamilton HM 11
BermudaRegular 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 group of companies operates under the "Sun Life" name. Sun Life Financial Inc., the publicly traded holding company for the Sun Life 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 sold 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. 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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