The Group Benefits Plan consists of the Health and Dental Plan and the Group Life Insurance Plan with Sun Life Financial. These plans can go through changes and updates from time to time and it is important to keep informed about how these changes may effect you. All up-to-date information will be provided on this page for any changes made.
Flexibility for Health and Dental Coverage – Sun Life Financial, March 27, 2020
We know you may not have access to your regular health-care providers right now to get an updated referral. Don’t worry if your referral is expired. We’ll keep paying claims up to June 1, 2020, without an updated referral. This means we’ll still reimburse you without an updated:
• Prescription or doctor referral for paramedical services
• Drug exception forms
We’re accepting digital copies of forms. You don’t need to mail us the original. It’s a small step that will help you get the continuity of care you need.
Please take care and stay healthy!
Sun Life Financial
Please call us at 1-800-361-6212, Monday to Friday, 8 a.m. to 8 p.m., and Saturday, 9 a.m. to 5 pm ET.
I’m reaching out to you in unprecedented times. The impact of COVID-19 is changing at a rapid pace. One thing that will not change is our commitment to your health and well-being. We are mobilizing to protect our Clients, our advisor partners, our employees, and the communities across Canada.
We serve Clients across Canada, in many different ways. I want to ensure that regardless of how you do business with Sun Life, you know how to connect with us.
We’re here to keep you informed
Now, more than ever, protecting your health is a top priority. As one of Canada’s largest insurers, we have access to information from health professionals nationwide. We’ll be sharing insights, tools and resources to help you care for your health and the health of your loved ones. We have launched a dedicated page at www.sunlife.ca/covid-19 that we will continually update with the latest information.
We’re here for your insurance, benefits and savings needs
We serve more than 6 million Canadians and their families from coast to coast. Regardless of which need we help you fulfill or how you do business with us, whether it be with an advisor, through your workplace or as an individual, we will be here. We will be working hard to answer your questions and process your transactions or claims as soon as possible.
You can make a claim, check your coverage, or manage your investments at any time. If you need help, our support page has everything you need in one place.
We’re here if you’re directly impacted by COVID-19
We understand the challenges Canadians are facing right now. If you are directly impacted by COVID-19 and face concerns that we can help you address, or financial hardship, please let us know. We’ll discuss how we can help.
We’ll be continually updating information online. We’ll be providing answers to the most frequently asked questions we receive. As you may expect, many Canadians are trying to reach us right now. We ask for your patience as we are receiving many questions.
We are committed to be by your side and provide you with relevant information, tools, and solutions.
Effective May 24, 2020, Sun Life is updating its dental administrative practices for desensitization services and certain exams.
Recall examination vs. emergency/specific examination
A recall examination (exam) occurs when you return to your dental provider for your regular appointment and you receive a cleaning and an exam by your dentist. If your dentist submits a specific or emergency exam with recall services, it is still considered a recall exam. The office should bill you for a recall exam, not a specific exam.
Sun Life considers an exam to be an emergency when:
◆ it occurs separately from a recall appointment, and
◆ your dentist is required to check your pain points or discomfort, and/or
◆ an infection in a localized area requires immediate treatment.
A specific exam is an exam that’s requested by a patient, to address issues outside of an emergency or recall exam.
Desensitization with a routine hygiene appointment
If a tooth is sensitive during or after deep scaling or root planing, your dental provider might put a chemical on the tooth. The provider usually applies desensitization as a varnish. There is no needle involved, so Sun Life considers this desensitization as part of the fee for your cleaning.
These rules apply to services performed by a general dentist or dental hygienist.
Understanding your claims
Your claim statement will include an explanation of how we processed your claim. You can refer to this statement to better understand payment decisions.
Please speak with your dentist if you have questions about their services.
When Sun Life delists health-care service providers, clinics, facilities or medical suppliers (referred to as the “provider” below), we no longer process or pay for claims for services or supplies obtained from that provider. These providers are placed on a Sun Life “delisted providers” list.
Delisted provider update
Our list has been updated. To view the newly delisted providers, you must log in to your own password protected web page through mysunlife.ca and select the message for delisted providers.
We encourage you to check the list periodically so that you don’t unknowingly use a delisted provider, which would result in your claim being declined.
Why delisting a provider is necessary It’s important that only eligible claims are processed and paid. It allows us to better protect you, your employer and your group benefits plan.
Please contact the Client Care Centre at 1-800-361-6212, Monday to Friday, 8 a.m. to 8 p.m. ET.