7. PLAN MEMBER EXPERIENCE
YOUR DIGITAL

8. Stay Connected with Sun Life

9. Sun Life Services – Online
mysunlife.ca
Check coverage
Print coverage cards
Manage personal information
Claims paid within hours (random auditing)
Direct deposit and confirmation
Claims status & history
The website that gives you access to your benefits information and claims;
It is fast, easy and convenient;
It also allows you to view details of what is covered under your plan
It also provides lots of useful member resources including articles, tools, calculators, videos and tutorials

10. Go to sunlife.ca/mobile for more info and demos
my Sun Life Mobile
Fast, easy benefits information Submit claims anywhere, anytime
Go to sunlife.ca/mobile for more info and demos
NOTE: Link to mobile app demo
Designed and built using an industry leading Mobile Application Development Platform
Available on Apple and Android platforms via both native and mobile web apps
Streamlined interface for fast, secure and convenient claims submission
1.3 million Canadians connect to the Internet exclusively on mobile. (*ComScore)
Our approach will enable us to create a platform from which to continually enhance a robust experience. You will be able to:
Submit a claim with instant, real-time processing (as per existing e-claim types) – they get their payment faster than if it was processed manually = less opportunity for error, typically less than 48 hours
View: my claims, my coverage card (member cert and policy #s), including Drug and Travel cards
Claims in progress
Medical and vision coverage
Spending account balances
Drug look up to view coverage, potential generic and /or therapeutic drug alternatives and cost-saving opportunities, and detailed information about the drug and how it works
access to a history of drug claims submitted over the past 12 months
Seamless access to Group Retirement Services mobile features for joint members

11. What’s new in Technology
Mobile enhancements
Mobile photo submit
Mobile Notification
Access with one touch
Apple Wallet
Mobile photo submit
Plan members can now submit more expense types online, by enabling them to submit images of receipts for items such as medical services and supplies, as well as images of doctor’s referrals.
Members will only be requested to use the image feature if an image is required; all mobile claim expense types enabled prior to this feature won’t require images and are still processed in real time.
Mobile notification
We’ve added the ability for the sponsor to add messaging and notifications on my Sun Life Mobile. This enables contextual, targeted and relevant communications.
Much like messaging that can be done on desktop, this capability can also include plan-specific messaging that you’d like to promote or convey such as plan member education sessions.
This new notification framework will also be extended to desktop as part of new messaging experience for plan members.
One touch access + Apple Wallet
In February 2016 , we launched Touch ID for iPhones that enables plan members to use the Touch ID feature on their smartphone to access the my Sun Life App. By linking this feature to their Sun Life ID and Password, plan members will be accessing the app instantly without having to enter their PW each time.
We’re initially starting with the iPhone for this capability as there is one common platform for all Apple smartphones. We will also explore opportunities to extend to other types of smartphones.
And new in April 2016 is the ability for plan members to store their coverage cards and wallet cards in their Apple Wallet app (formally called Passbook) on their iPhones. Much like a traditional wallet, this digital wallet will provide easy access to benefits cards on the go (without having to access the my Sun Life Mobile app).

12. What’s new in Technology
Submit post claim
documentation
There are several exciting upcoming enhancements coming this year to make access even easier for plan members:
The initial registration process for creating an ID and PW (the same ID and PW is used for the website, mobile app and IVR) will be mobile responsive. Meaning, the registration pages will be automatically be optimized (re-sized) to fit the device screen being used by the member (desktop, tablet or smartphone) enabling members to onboard on their device of choice wherever they are, whenever they choose to do so.
Once signed into the app, if a member taps the phone icon in the Contact Us section, not only does it automatically initiate the call, but the plan member’s information is automatically passed over to the Customer Care Centre, so the rep can skip the authentication questions and begin to service the plan member’s inquiry right away
Nov
We’ll also be extending the mobile photo submit capabilities, launched in 2015 , to include post claim related requests such as medical and dental claims that pend because supporting information is required or documentation that is required as a result of a claim audit.
Plan members will have the ability to submit mobile photos of these documents securely through our app. This means an easier plan member experiences and faster processing time.

13. Customer Care Centre Customer Care Centre 1-800-361-6212
24 hour automated phone account access
Representatives available 8am to 8pm ET Monday to Friday
189 languages supported
70% of calls answered within 20 seconds
You have questions about the expenses covered, the status of your claim or need an explanation on the assessement of your claim, you can talk to a Sun Life Customer Care Representative; ensure you have your contract and member ID nos and will be there to assist you !

14. Health Risk Assessment tool
Getting to know the
Wellness Centre
and the
Health Risk Assessment tool

15. Accessing the Wellness Centre
The Wellness Centre is easily accessed through the ‘Wellness Centre’ link on the member secure site home page
Wellness Center: your on line guide to good health!
Looking for reliable health and medical information ? Our Wellness Center provides answers for your health concerns and medical questions
New provider since Nov 20th 2016 with new and enhanced tools

16. Navigating the Homepage2
2. Quick and easy access
Users can navigate site resources and features quickly and easily with multiple entry points. 1
1. Health resources
Users can access the “Health Resource Libraries” which includes the 4 databases. See slide 12 for more information.
3. Additional resources
Additional resources are available to assist users with managing their health. 3

17. Health Resources
Reliable and up-to-date Canadian health information sources to help make informed decisions.
Conditions Library – a search engine tool with easy-to-understand information on hundreds of common health conditions.
Drug Library – a search engine tool with easy-to-use information on Canadian prescription drugs.
Community Support Database – a directory of national, provincial, local and online support services and groups in Canada.
Natural Products Database – a search engine tool with easy-to-understand information on a wide range of natural health products.

18. FRAUD RISK MANAGEMENT

19. Tips to protect you Why should benefits fraud matter to you
Some tips to help protect your plan:
Keep your benefits information confidential
Submit claims online whenever possible
Check your receipts
Don’t sign claims forms in advance
Report suspicious activity
Know your plan
Don’t substitute products and services