Trust GICs
If you have a concern about a GIC you have with Sun Life Financial Trust, go to Sun Life Financial Trust Inc. - Problem Resolution Process.
Insurance GICs
If you’re not happy with us, we want to help.
1. Let us or your advisor know: If you have a problem or concern about a specific GIC, contact your advisor or one of our client service representatives.
Phone: 1-877-SUN-LIFE (1-877-786-5433)
Mail: Sun Life Assurance Company of Canada, PO Box 1601 Stn Waterloo, Waterloo, ON N2J 4C5
2. How to make a complaint: If you’re not satisfied with the resolution, call us at 1-877-786-5433 and ask for the problem resolution team to get involved. Our problem resolution team is here for you if you need help filing your complaint or you need more information about our resolution process.
You’ll hear from us in 2 business days.
When we’re not able to resolve your complaint or problem within 20 days, we’ll let you know in writing. We’ll also ask our Client Advocacy team for help.
If you’re a Quebec Client, you have the option to use the complaint form from the Autorité des marchés financiers (AMF) and send it to us.
3. Engage our Client Advocacy team: If our problem resolution team or your advisor haven’t been able to help within 20 days, our Client Advocacy team is here for you. We’ll take the lead and review your concerns and the steps taken so far.
You’ll hear from us within 2 business days. We’ll send you a final position email or letter within 60 days of the date you first contacted our problem resolution team.
Contact our Client Advocacy team using this digital form
If you need to mail us something related to your complaint, here’s our address:
1155 Metcalfe Street
Montreal, QC H3B 2V6
Delivery code – 602E15
4. Explore external options: If you’re not happy with our Client Advocacy team’s final position and would like to take your concern further, you can contact the OmbudService for Life and Health Insurance (OLHI).
The OLHI is part of the Financial Services OmbudsNetwork, a national industry-based dispute-resolution system for consumers of financial services. They can help you with concerns about life and health insurance products and services that haven’t been resolved through the insurance company’s problem resolution process.
Website: olhi.ca
Mail: OmbudService for Life and Health Insurance (OLHI)
2 Bloor St. West, Suite 700
Toronto, ON M4W 3E2
For Quebec residents who have complaints about life and health insurance, financial products and services, including mutual fund dealers or representatives:
Contact the Autorité des marchés financiers (AMF). The AMF is mandated by the government of Quebec to regulate the province’s financial markets and help consumers of financial products and services. At any time, you can ask Sun Life to transfer a copy of your complaint file to the AMF. You can find information about the AMF on its website at lautorite.qc.ca.
Mail: Autorité des marchés financiers
Direction des plaintes et de l’indemnisation
800, rue du Square-Victoria, 22 étage
C.P. 246, tour de la Bourse
Montreal, QC H4Z 1G3
For Saskatchewan residents who have complaints about insurance products, please contact the Superintendent of Insurance:
Phone: 1-306-787-6700
Fax: 1-306-787-9006
Email: fid@gov.sk.ca
Website: www.fcaa.gov.sk.ca/
Mail: Superintendent of Insurance
Insurance and Real Estate Division
Financial and Consumer Affairs Authority of Saskatchewan
4th Floor, 2365 Albert Street
Regina, SK S4P 4K1
