Update on Sun Life Group Benefits Claims System Issues

June 9, 2022

Sun Life has provided further information about the recent disruption to its group benefits system:

We’re making great progress on providing access to submit claims on the my Sun Life mobile app and mysunlife.ca.

We’re finalizing some updates on the plan sponsor and plan advisor sites. Those will be available, including reporting, to you soon.

Thank you for your patience – and we sincerely apologize for the disruption.

The cause of the issue
The issue was related to an internal upgrade to our claims system.

The issue was not caused by an external breach or cyber security threat. Our cyber security team continues to monitor all activity to be thorough.

Going forward
We expect claims and call volumes to be higher over the next couple of weeks as we work through the backlog of claims. We’ve increased staffing and hours to clear this as quickly as possible. We’ll continue this additional staffing until the backlog is completed and our turnaround times have fully recovered.

We’re working on estimating processing turnaround times for the backlog of claims. Once we have more information, we’ll share claims processing times so that you can share with your plan members. We expect to have an update for you early next week.

We know that systems issues like this one are trying. We thank you again for your patience and we sincerely apologize to you and your plan members for any inconvenience this issue has caused.