Technical FAQs for Plan Member Services

Are there any special browser requirements to use the Plan Members site?
I can’t find my Claim/Control number. What should I do?
The Claim/Control number has more than 11 digits. What should I do?
I'm doing everything correctly but I still can't log in. Why?
Are the messages I send through the Plan Members site secure?
How can I print out the information on the Claim Status screens?
Whom do I contact with questions or suggestions concerning the Plan Members site?
If I’m away from my computer, can I still call and get updated Claim Status?
How often and how long can I be connected to the Plan Members site?
I need help with Adobe Acrobat Reader. What should I do?


Are there any special browser requirements to use the Plan Members site?

Our site requires a browser that supports Secure Sockets Layer (SSL) and "cookies." (A "cookie" is a small identifying file written to the hard drive of your computer.) We recommend version 5.0 or later of Microsoft Internet Explorer and version 5.0 or later of Adobe® Acrobat®.


I can’t find my Claim/Control number. What should I do?

Look for your Claim Number (also called "Control Number") on your benefit check stub or at the top of the letter sent to you by Sun Life Financial.


My Claim/Control number has more than 11 digits. What should I do?

Please enter the first eleven digits of your Claim/Control number. Enter without dashes or spaces. You may ignore any additional numbers after the first eleven digits of your Claim/Control number.


I'm doing everything correctly but I still can't log in. Why?

Please try logging in again, making sure you are correctly entering the 11-digit Claim/Control number (without dashes or spaces) and your Social Security number (with dashes). If you are connecting to our Plan Members site from work, your computer may be behind a firewall that prevents access to secure sites. Check with your local Internet administrator. Additionally, newer versions of some browsers allow "cookies" to be turned off. Make sure your browser's settings permit the use of cookies. (A "cookie" is a small identifying file written to the hard drive of your computer.)

If you still continue to experience difficulty, please call our Customer Service Center at 1-800-247-6875, Monday through Friday, 8:00 a.m. to 6:00 p.m., Eastern Time.


Are the messages I send you through the Plan Members site secure?

Our web site is protected by Secure Socket Layer (SSL). That means that all of the information that passes from your computer to our system via the web is encrypted.

Using the unique combination of Claim number + Social Security number is the first step in protecting your information. All communication within the Plan Members site is conducted as a "secure" activity, which means that data is encrypted in both directions as it travels over the Internet between Sun Life Financial and your computer.

Your web browser also displays a site's security status. For instance, when you are on a secure site, on Microsoft Internet Explorer, you will see a closed padlock in the lower right corner of your screen, while on Netscape Navigator, you will see an unbroken key in the lower left corner.


How can I print out the information on the Claim Status screens?

Within the Claim Status screens of our Plan Members site, you will see a Print icon towards the top of the page. Select the icon to bring up a print-friendly version of the page. Then, choose File and Print from your browser's drop-down menu.


Whom do I contact with questions or suggestions concerning the Plan Members site?

Questions can be sent to us via e-mail by selecting "Contact Us" within Plan Members. E-mail sent from within our site is encrypted and is therefore secure. (Please note that regular Internet e-mail is not secure and should not be used to send confidential information to Sun Life Financial.)

If you'd like to give us feedback and suggestions to improve our Plan Members site, we would appreciate your input. To do this, log in and select Contact Us.


If I’m away from my computer, can I still call and get updated Claim Status?

Yes. You can call 1-800-247-6875, 24-hours-a-day, seven-days-a-week and use our interactive Claim Status system. The system provides you with the same, up-to-date claim information as our web site. Just enter your claim/control number and Social Security number and follow the prompts for fast, automated service.

If your call is during our regular business hours (Monday through Friday, 8:00 a.m. to 6:00 p.m. Eastern Time), you can press "0" at any time to speak to a Customer Service Representative.


How often and how long can I be connected to the Plan Members site?

You can connect to our site as often as you like. If there is no activity of any kind for ten minutes, your connection will be reset. If you wish to continue using the site after you have been reset, you will need to log in again.


I need help with Adobe Acrobat Reader. What should I do?

Adobe Acrobat Reader is free software that lets you view and print Adobe Portable Document Format (PDF) files. PDF is the standard for electronic document distribution worldwide. By using Acrobat Reader, you can print and fill out any of the customer service forms we've included on the Plan Members site. Because Acrobat Reader was created by Adobe, any questions or concerns with the software itself must be directed to them. Visit their web site at www.adobe.com.