Digital Insurance Client Charter

This Charter is Sun Life’s commitment to you, our Clients, to provide the highest level of service. It provides a glimpse into Sun Life’s client care principles, which guides us as we strive to meet your expectations. 

Service 

At Sun Life, we put our Clients at the center of everything we do. From the time you start planning for your future and as you move from one life stage to another, Sun Life is here to support you in every step of the way. Our financial advisors, digital partners, and support teams are here for you. 

For concerns, complaints and/or general inquiries, you may contact us through the following channels:

1) Sun Life Client Care

For Metro Manila: +632 8 849 9888; 

Toll-free number: 1-800-10-SUNLIFE (1-800-10-7865433).  

Our Client Service Associates are available on weekdays except holidays, from 8:00 AM to 5:00 PM, to address your inquiries and requests.

2) Sun Link Email

sunlink@sunlife.com

Sun Life will respond to your inquiries and concerns through this channel within 24 to 48 hours from receipt of the email.

3) My Sun Life Client Portal (www.sunlife.com.ph)

This online facility for Sun Life clients can help you conveniently manage your Sun Life product/s and seek our assistance as needed. 

4) Sun Life PH Mobile App (available in iOS and Google Play)

Our mobile application, like the My Sun Life Client Portal, may be used to view the details of your Sun Life products and lodge product-related transaction requests, inquiries, or concerns. Download the app to access these features. 

5) Sun Chat (www.sunlife.com.ph)

Sunshine, Sun Life’s chatbot, is available 24/7 to answer simple questions about Sun Life. 

6) Sun Life Client Service Centers

Visit our service center locator to learn the addresses and contact details of branches near you.

7) Sun Life Advisors

Your Sun Life financial advisor can assist you with any concern you may have and in filing your requests through any of the aforementioned channels.

You can manually download your required forms by visiting our Find a Form page. Also, you can access information about filing claims by reading our how-to guide and FAQ.

Transparency

As your partner for life, Sun Life values your aspiration and dedication to reach your financial goals. We strive to provide you with accurate and accessible information so you can make an informed choice as you avail of our financial products. We disclose the benefits, features, and exclusions of available products.

You may review and return your policy to Sun Life within a specified period, called the Cooling-Off Period, should you decide that the policy does not meet your needs or expectations. If the policy is returned within the Cooling-Off Period, Sun Life will cancel your policy, or coverage as in the case of Group products, and you will receive payment in accordance with what is written in the policy or proof of coverage, whichever is applicable.  The Cooling-Off Period feature applies to certain products*. Kindly refer to your policy or proof of coverage for details.

*Variable unit-linked insurance products, health insurance products with exclusions for pre-existing conditions, and group insurance products offered online 

Data Security and Privacy 

At Sun Life, we value your privacy. You are not required to provide personal data to use our websites, unless a feature requires it. In such cases, Sun Life has physical, electronic and procedural safeguards in place to help protect your personal data from improper access and unauthorized use. Examples of these are passwords, personal identification numbers, and data encryption. 

On some of our websites, we may use online data collection tools to improve functionality, enhance security, evaluate the effectiveness of our websites, and advertising campaigns, or provide visitors with a customized online experience. For more information about our use of cookies and web beacons and to know how Sun Life safeguards your personal data online, examine our Global Privacy Statement.

Sun Life recognizes and values your data privacy rights, and we seek to uphold them in accordance with applicable laws and regulations. We adhere to the principles of transparency, legitimate purpose and proportionality in processing personal data. We are committed to implementing reasonable and appropriate organizational, physical and technical measures to protect personal data against any accidental loss or destruction, unlawful access, fraudulent misuse, unlawful destruction, alteration and contamination, and unlawful processing. For detailed information on how Sun Life protects your rights on data privacy, please see our Privacy Policy Statement.

Consumer Protection

Sun Life of Canada (Philippines), Inc. (“Sun Life”), with Certificate of Authority Number 2011/77-R, is a life insurance company duly registered and regulated by the Insurance Commission (IC). 

The Insurance Commission is the government office in charge of the enforcement of all laws relating to insurance and has supervision over insurance companies. With offices in Manila, Cebu and Davao, it is always ready to render assistance in settling any controversy between an insurance company and a policyowner relating to insurance matters. Concerns may also be referred to the Insurance Commission through contact channels available on their website.

Bill of Rights of Policyholders

Sun Life commits to uphold the Bill of Rights of Policyholders under the Insurance Commission’s Circular Letter No. 2016-30.

Complaints Handling

For details on how Sun Life handles complaints, peruse our Complaints Handling Manual. 

[Last update of the charter: June 2023]