Sun Life Group Benefits System Outage: UPDATE

June 3, 2022

Sun Life has provided the following update on efforts to restore their group benefits systems:

We continue to experience a systems outage that began yesterday. The outage impacts benefits functions on the my Sun Life mobile app, and the plan sponsor and plan member service websites. This includes the ability for plan members to submit claims. The one exception is for Pay Direct Drug Pharmacy claims, which continue to be processed as normal.

Our teams are working diligently to fix the systems issue. We will let you know as soon as all systems are up and running.

Our Client Care Centre is continuing to experience extremely high call volumes. For this reason, we’re asking plan members to call back at a later date if their call is not urgent.

We know that systems outages can be trying, and we thank you for your patience. We’ve committed all available resources to restoring service as quickly as possible. We will continue to update you as more information becomes available.

We are adding additional resources over the course of the weekend to support processing claims. This will ensure there is less disruption to plan members who may have been affected by this outage.