客户投诉解决流程

Sun Life 努力满足并超越客户的期望。客户对我们的产品和服务的满意是我们成功的基石。

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.

联系信息

如果您的投诉是关于 Sun Life 的人寿保险保单，请通过以下联系方式告诉我们有关问题：

电话：+1 (441) 294-6060

传真：+1 (441) 296-4726

星期一至星期五

美国东部时间上午 9:00 至下午 5:00

电子邮箱： bii@sunlife.com

特快专递或隔夜邮件

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

普通邮件

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

如果您的投诉是关于 Sun Life 的投资账户或浮动年金，请通过以下联系方式告诉我们有关问题：

电话：

美国：(800) 300-1728
国际：+1 (441) 296-3084
传真：+1 (441) 296-3181

星期一至星期四

美国东部时间早上 5:00 至下午 5:00

星期五

美国东部时间上午 9:00 至下午 5:00

电子邮箱：wealthcs.international@sunlife.com

特快专递或隔夜邮件

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

普通邮件

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

向我们提交投诉之后的预期事项

如果您的投诉没能通过电话解决，或者如果您提交了书面投诉，我们的问题解决团队将采取以下行动：

  • 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 SC 0624 Exp 0626