Technical FAQs for CustomerLink

Are there any special browser requirements to use CustomerLink?
How safe are the transactions that I conduct on the CustomerLink site from my computer?
How do I know if a transaction has been accepted and processed?
When do transactions on CustomerLink become effective?
How can I print out the information on CustomerLink screens?
I'm doing everything correctly but I still can't log in. Why?
Whom do I contact with questions or suggestions concerning CustomerLink?
How can I get in touch with a Customer Service Professional?
How often and how long can I be connected to the CustomerLink?


Are there any special browser requirements to use CustomerLink?

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 the version 5.0 or later of Microsoft Internet Explorer and version 5.0 or later of Adobe Acrobat.


How safe are the transactions that I conduct on the CustomerLink site from my computer?

Our CustomerLink 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 information to register for CustomerLink is the first step in protecting your information. All communication within CustomerLink 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.

Many internet browsers will also display 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.

The Logout button should always be used to exit CustomerLink because doing so makes it impossible for another user of the same computer to view your confidential data.


How do I know if a transaction has been accepted and processed?

After you submit and confirm your transaction in CustomerLink, you will immediately see a message thanking you and noting that your request will be processed within our standard turnaround time. For some transactions, you will also receive written confirmation.


When do transactions on CustomerLink become effective?

Transactions are processed the next business day. If the change is something you can view on line, you will see it displayed in CustomerLink after the number of business days specified in your request confirmation.


How can I print out the information on CustomerLink screens?

You can print CustomerLink screens by clicking the printer icon on your browser or by choosing the Print command from your browser's drop-down menu.

Additionally, while on some pages in CustomerLink, you will see a Print icon towards the top of the page. This will provide you with a print-friendly version of that page.


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

If you are connecting to CustomerLink 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, contact one of our Customer Service Professionals:

Individual Insurance policyholders: (800) 862-6266, Monday through Friday, 8am to 6pm EST. Outside of these hours, you may call (877) 596-8569.

Employers: (800) 247-6875, Monday through Friday, 8am to 6pm EST. Outside of these hours, you may call (877) 596-8569.


Whom do I contact with questions or suggestions concerning CustomerLink?

Questions can be sent to us via email, by clicking on the "Contact Us" tab within CustomerLink. E-mail sent from within the CustomerLink is also encrypted and is therefore as secure as financial data. (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 CustomerLink, we would appreciate your input. To do this, log in to CustomerLink; Individual Insurance policyholders will see a link for feedback on the My Profile screen, while Employers and Individual Annuity contract owners will see a link for feedback in the site's top navigation bar.


How can I get in touch with a Customer Service Professional?

Individual Insurance policyholders may call (800) 862-6266, Monday through Friday, 8am to 6pm EST. Outside of these hours, you may call (877) 596-8569.

Employers may call (800) 247-6875, Monday through Friday, 8am to 6pm EST.

During non-business hours, you may send us an email from within CustomerLink by clicking on the "Contact Us" tab.


How often and how long can I be connected to the CustomerLink?

You can connect to CustomerLink as often as you like. If there is no activity of any kind for ten minutes, you will be automatically disconnected.


 

SLPC 7055 4/16 (Exp.4/18)