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S U N L I F E

The Equation to win

Advisor Virtual Process Ability to protect Canadians50% 50%

Insurance Virtual Process

T E M P O R A R Y N O N F A C E - T O - F A C E P R O C E S S

S U N L I F E

Agenda

T E M P O R A R Y N O N F A C E - T O - F A C E P R O C E S S

1. Introducing our Temporary Non Face-to-Face Process

2. Updated Verification of Identification process

3. Individually owned process vs Corporately owned process

4. Products impacted & Limits applied

5. Getting started

The Temporary Non Face-to-Face Process

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10 facts you need to know

T E M P O R A R Y N O N F A C E - T O - F A C E P R O C E S S

1. Non Face-to-Face is permitted in all Provinces

2. New business, conversions & settling business

3. Permitted for Individually/Corporate owned Applications

4. Permitted for Life and Living Benefits products

5. FaceTime, Skype, ZOOM are accepted virtual arenas

Clients must be in CANADA even via virtual process

6. Rapid Application 810-2815

7. Mandatory Sun Life Tele-Interview (SL to order)

8. Form 4355* – temporarily NO LONGER REQUIRED

9. Form 4831* – mandatory on corporate applications

10. Verification of Identity (VOI):

Included in the Rapid Application for individuals

Included in Form 4831 for corporate

Anti Money Laundering (AML) remains the same

*4355 = Non face-to-face identity verification by agent or mandatary no longer required until further notice

*4831 = Identify verification and third party determination for entity owners

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The 2 critical VOI changes

T E M P O R A R Y N O N F A C E - T O - F A C E P R O C E S S

1. Form 4355 NO LONGER REQUIRED until further notice

2. Dual Process Verification of Identity (VOI):

Built into the Rapid Application for Individuallyowned cases

On Form 4831 for Corporate owned cases

While NOT recommended, if a long Sun Life Application is used – you MUST use Form 4830 for Individually owned cases

The Dual Process of VOI

1. Advisor must see 2 pieces of identification via the Face to Face Virtual video

2. Can be 2 of the following 3 options:A. Document with Name and AddressB. Document with Name and DOBC. Or Document with Name and proof of

Canadian deposit account

Ex: Drivers License, Passport, Health Card, Hydro Bill, etc.

When is VOI and AML required

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Life Insurance: VOI & AML

T E M P O R A R Y N O N F A C E - T O - F A C E P R O C E S S

1. VOI & AML NOT required on Term

2. VOI & AML required for:

Universal Life (UL)

Permanent & Participating Whole Life

3. Individually owned = Rapid Application (VOI/AML built-in)

4. Corporately owned = Rapid Application + 4831

5. Form 4831 covers the following 3 elements:

VOI

Corporate details for corporate search

AML

Existing Clients

A Sun Life Client

We have VOI and AML within last 24 months

Verify the data – confirm all is the same

If changes, follow the virtual process

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Living Benefits: VOI & AML

T E M P O R A R Y N O N F A C E - T O - F A C E P R O C E S S

1. VOI & AML not required on CII

2. VOI & AML required on LTC and RHA*

3. Individually owned = Respective Applications + 4830

4. Rare corporate owned = Respective Applications + 4831

Existing Clients

A Sun Life Client

We have VOI and AML within last 24 months

Verify the data – confirm all is the same

If changes, follow the virtual process

*Long Term Care Insurance = LTCI*Retirement Health Assist = RHA

Step by Step process

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Individually owned: 8-Step Process

T E M P O R A R Y N O N F A C E - T O - F A C E P R O C E S S

1. Send Sun Life Rapid Application 810-2815 to Client

Via Secure email, Fax or Courier

2. Advisor to setup a virtual meeting with Client

Skype, FaceTime, ZOOM

3. Complete application via face to face virtual connection

4. Follow the Dual Process VOI

Permanent & UL -> Page 15 section 7

LTC/RHA -> Include Form 4830

MUST be able to see the VOI during the virtual meeting

*remember CII and Term exempted from VOI and AML

5. Client signs all required signatures

Application, illustration, disclosure statements etc..

6. Client sends signed documents back to Advisor

Via Secure email, Fax or Via Courier

MUST include copies of the 2 pieces of VOI

Send originals

7. Advisor sends all signed documents to their respective Firms

Via secure email, fax or courier

8. Firms sends signed documents to Sun Life

Via secure email, fax or courier

*With your Firms permission, you can send directly to Sun Life – copy to firm

**Advisor/Firm asked to keep originals until further notice from Sun Life

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Individually owned application process

T E M P O R A R Y N O N F A C E T O F A C E P R O C E S S

Advisor emails application to Client

Virtual Face to Face meeting with Client

Virtually complete application with Client

Client signs paperwork, sends to Advisor

Advisor sends paperwork to Firm

Firm sends paperwork to Sun Life

Sun Life

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Corporately owned: 8-Step Process

T E M P O R A R Y N O N F A C E - T O - F A C E P R O C E S S

1. Send Sun Life Rapid Application 810-2815 to Client

Via Secure email, Fax or Courier

2. Advisor to setup a virtual meeting with Client

Skype, FaceTime, ZOOM

3. Complete application via face to face virtual connection

4. Complete the VOI using Form 4831

Permanent, UL

MUST be able to see the VOI during the virtual meeting

**Term and CII are exempt

5. Client signs all required signatures

Application, illustration, disclosure statements etc..

6. Client sends signed documents back to Advisor

Via Secure email, Fax or Via Courier

MUST include the 2 pieces of VOI

Send originals

7. Advisor sends all signed documents to their respective Firms

Via secure email, fax or courier

8. Firms sends signed documents to Sun Life

Via secure email, fax or courier

*With your Firms permission, you can send directly to Sun Life –copy to firm

**Advisor/Firm asked to keep originals until further notice from Sun Life

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Corporately owned application process

T E M P O R A R Y N O N F A C E - T O - F A C E P R O C E S S

Advisor emails application to Client

Virtual meeting with Client

Virtually complete application with Client

4831 mandatory

Client signs paperwork, sends to Advisor

Advisor sends paperwork to Firm

Firm sends paperwork to Sun Life

Sun Life

The application is approved

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8-Step Process to deliver/settle a policy

T E M P O R A R Y N O N F A C E - T O - F A C E P R O C E S S

1. Sun Life can settle with fax or PDF copies

Sun Life will post the PDF of the policy and delivery requirements on the Advisor Site

Until further notice, Sun Life will continue to send the originals to the Firms

2. Advisor to send policy and delivery requirements to the Client

Secure email, fax or courier

3. Advisor to setup a virtual meeting with Client

Skype, FaceTime, ZOOM

Client signs all documents

4. Client sends signed documents back to Advisor

Via Secure email, Fax or Via Courier

Send originals

5. Client sends signed documents back to Advisor

Via Secure email, Fax or Via Courier

Send originals

6. Advisor sends all signed documents to their respective Firms

Via secure email, fax or courier

7. Firms sends signed documents to Sun Life

Via Advisor Site, secure email, fax or courier

8. Premiums → To settle we require money

Form 75 is encouraged in order to proceed with a special withdraw

Or in the banking section of the Application

We still will accept cheque – higher risk due to courier

*Advisor/Firm asked to keep originals until further notice from Sun Life

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Application approved – settling process

T E M P O R A R Y N O N F A C E - T O - F A C E P R O C E S S

Advisors sendspolicy and settling

documents to Client

Set up virtual meeting with Client

Virtually review of policy and all delivery requirements

Client signs paperwork and sends paperwork/payment

to Advisor

Advisor reviews and sends paperwork to Firm

Firm sends paperwork to Sun Life

Sun Life receives, reviewsand settles policy

The products impacted

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Life insurance

T E M P O R A R Y N O N F A C E - T O - F A C E P R O C E S S

1. All Death Benefits amount

2. To age 65 only

We are not allowing over age 65 at this time

At this time there are no exceptions over this age

3. Conversions = no age restrictions as contractual

4. Participating Whole Life → Sun Life Protector II, Accumulator II and Accelerator II

5. Sun Permanent

6. Sun Universal Life II

7. Sun Universal Life Pro

8. Sun Term

Living benefits

1. Available for Long Term Care (LTC) – age 70 limit

2. Available for Retirement Health Assist (RHA)

3. No limits on the LTC and RHA

4. Available for Critical Illness

1. Up to age 65

2. Critical Illness Benefit limit of $2,000,000

*It is unlikely that we will be able to make any exceptions over these limits. If you have a special situation, please connect with your Regional Sales Director.

Secure emails & contact information

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Secure email process

T E M P O R A R Y N O N F A C E - T O - F A C E P R O C E S S

Sun Life email: Wholesale.New.Business@sunlife.comSun Life confidential fax: 1-866-693-0324

How to set up secure email on your end in Outlook:

Options

Permission

Certified Mail

The following message is added to the top of the email “Certified Mail”

Click SEND when ready

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Confidentiality & Reminders

T E M P O R A R Y N O N F A C E - T O - F A C E P R O C E S S

1. Programs like Skype, FaceTime and ZOOM are not protected from a Confidential perspective

2. You should not to record & save anything during these meetings

3. Please make sure to use secured lines of communication – there are a lot of private information in the applications

Address

DOB

SIN

Full ID

Medical information

4. Clients must be in CANADA during the Non Face-to-Face process

5. Advisors must be licensed in Province where the Applicant is located

6. In special instructions indicate – temporary Non Face-to-Face process

7. Please use your firms email address

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Getting Started with Sun Life

T E M P O R A R Y N O N F A C E - T O - F A C E P R O C E S S

1. Sun Life Rapid Application 810-2815

2. Virtual capability with Camera → FaceTime, Skype, ZOOM

3. Process on the Tele-interview

4. Form 4831 for corporately owned cases

5. Clear understanding of the VOI 2 pieces of ID process

6. AML remained unchanged during this process

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Copies of Forms

T E M P O R A R Y N O N F A C E - T O - F A C E P R O C E S S

Sun Life Rapid Application 810-2815

Process on the Tele-interview

Form 4831 for corporately

owned cases

Non face-to-face process FAQ

COVID-19 on Advisor Site for daily updates

S U N L I F E

The Equation to win

Advisor Virtual Process Ability to protect Canadians50% 50%

Insurance Virtual Process

T E M P O R A R Y N O N F A C E - T O - F A C E P R O C E S S

Questions?