Administration guide

Administration guide for Sun Life Financial-administered group plans Use this guide if Sun Life Financial administers your plan members records and prepares your billing statements. Our guides are stored and regularly updated on our Plan Sponsor Services home page. Life s brighter under the sun

Contents Introduction 1 Other guides 1 Protecting members privacy 1 Assigning plan member ID numbers 2 Who is eligible? 3 Plan member 3 Spouse 3 Dependent children 3 Over-age student 3 Disabled dependents 4 Types of plans and effective dates 5 Determining effective dates for new members 5 Mandatory benefit plan 6 Non-mandatory benefit plan 6 Combined mandatory and non-mandatory plans 6 When a member refuses coverage 6 Reinstating a former plan member 7 If your plan has optional benefits 7 Enrolling in the plan 8 The Enrolment form 8 More about the Enrolment form 8 When proof of good health (Health Statement form) is required 9 Submitting an electronic Health Statement that you create 9 Submitting an electronic Health Statement that the member creates 10 Submitting a paper Health Statement form 10 If your contract has Critical Illness 11 Naming a beneficiary 12 Revocable and irrevocable beneficiaries 12 Changing a beneficiary designation 12 More about beneficiary designations 14 Beneficiaries in Québec 15 i Administration Guide - Sun Life Financial - administered group plans

Maintaining plan member records 16 Recording plan member changes 16 Change from single to family status 16 Adding or removing dependents, newborns, change in spouse, etc 17 Updating student information 17 Adding coverage that was initially refused due to comparable coverage 18 Adding coverage that was initially refused (other than due to comparable coverage) 18 Terminating coverage 18 Changes due to age or retirement 18 Changing a beneficiary designation 19 Plan members who are approved for disability 19 Statutory leave 19 If a plan member dies 20 If your contract has Paid-Up Life 20 Adding or changing optional benefits 20 Voluntary termination 21 Making mass changes 21 Purchasing insurance when benefits end or reduce 22 Administrative exceptions 23 Waiver of waiting period 23 Other administrative exceptions 23 When are employer-paid premiums taxable benefits? 24 Premiums 25 Understanding your premium statement 25 How premiums are calculated 25 Member Terminations 26 Plan member changes that affect your monthly premium 26 Waiver of premium for plan members on disability 26 If you have an Administrative Services Only (ASO) arrangement 26 ii Administration Guide - Sun Life Financial - administered group plans

Submitting claims 27 Internet and electronic 27 Paper mail 27 Coordinating benefits with other plans 27 Extended Health Care 29 Out-of-province medical expenses 29 Prescription drug expenses 29 Expenses for paramedical services (e.g. chiropractor or physiotherapist) 29 Claims for medical equipment expenses 30 Claims for nursing expenses 30 Pay-Direct Drug plans 30 Dental 34 Health Spending Account 35 Personal Spending Account 35 Disability 35 Life 36 Living Benefits 40 Other claims 40 Administration and claim forms 42 Ordering supplies 42 Appendix A: Updates to the guide 43 iii Administration Guide - Sun Life Financial - administered group plans

Introduction As a plan administrator, you have an important role to play. This guide is designed to help you. It describes the procedures to be followed in the day-to-day administration of your plan and should be used in conjunction with your group contract. We also provide the following companion guides, if applicable to your plan. Other guides Health Spending Account Administration Guide Personal Spending Account Administration Guide A key part of your role is to provide us with all necessary plan member information on a timely basis so we can pay claims and calculate your benefit premiums. All plan member data, including beneficiary designations, is stored on our administration and claims systems. Changes in plan member records such as earnings, coverage and dependent status should be immediately reported to us. You should retain copies of all information you send. Although this guide is designed to generally reflect your benefit plan, you may find references to benefits or provisions that don t apply to your plan. Please ignore those references. Note: This guide does not override the terms and provisions of your group benefits contract. You are responsible for administering your plan in accordance with the terms outlined in your contract. When corresponding with us you should always include your company name and contract number. If you are writing regarding a plan member, be sure to include the plan member s full name and identification number. Protecting members privacy We are committed to protecting personal information about your members. Our global privacy commitment outlines a common and consistent set of principles that all of our Sun Life Financial companies follow. All of our representatives and employees are required to sign and comply with our annual Code of Business Conduct, which includes privacy requirements. Our privacy policy and code for Canada include obligations relating to appropriate collection, use and disclosure of personal information. Confidential plan member medical information is not released to plan sponsors, doctors, members workplace medical or health centre staff, legal representatives, etc., without consent of the plan member, and even then, only in certain circumstances. As administrator of your benefits plan, you may need to handle documentation that contains personal information about your employees and their dependents. We rely on you to maintain that same level of respect for the privacy of plan member information in the course of your day-to-day administration activities. Our privacy policy and code for our Canadian operations can be found on our website at www.sunlife.ca. 1 Administration Guide - Sun Life Financial - administered group plans

Assigning plan member ID numbers An important element of protecting your plan members privacy is to ensure that you assign a unique ID number to each of your members. This applies whether the member is in a different billing group or location, or falls under a separate payroll or administration system. Reassigning a previously used ID could put a member s privacy at risk. To help protect your members privacy, keep the following in mind when assigning ID numbers: Terminated member IDs can t be assigned to an active member, regardless of when the previous member was terminated. Assigned numbers can t be reused, even if assigned in error. If you encounter a situation where a number has been assigned in error, contact Group Client Services administration. Discontinued member IDs can t be reassigned. For example, if you decided to change member IDs from numeric to alphanumeric, you can t use the old numeric IDs for another group of employees. ID numbers must be unique for all members covered under a contract number, regardless of whether the member is in a different billing group or location, or falls under a separate payroll or administration system. IDs must be a maximum of 11 characters, numeric or alphanumeric. If you have a Pay-Direct Drug plan, the ID number must be a maximum of 10 characters. 2 Administration Guide - Sun Life Financial - administered group plans

Who is eligible? This section will help you determine plan member and dependent eligibility. You will, however, need to refer to your contract for specific details. If you have questions about eligibility, please contact your Group Client Services administration contact. Plan member To be eligible for coverage, plan members must be permanent employees, residing and working in Canada, be actively at work and meet the eligibility requirements outlined in your contract. To be eligible for Extended Health Care benefits, they must be covered under a provincial or federal medicare plan. Spouse To be eligible, a spouse must be married to the member or be under another formal union recognized by law, or a partner of the same or opposite sex who is publicly represented as the plan member s spouse. Refer to your contract for your plan s definition of spouse. Members can only cover one spouse at a time. Dependent children Plan members children and spouses children are eligible dependents if they are not married or in any other formal union recognized by law and are under the age limit specified in your contract. Eligible children include natural children and legally adopted children. Notes: Foster children are not eligible dependents. The province provides benefits for them. Other children who are in the custody of a member (not their natural child) are not automatically covered. You must request an administrative exception for such coverage. (See Administrative exceptions section.) Over-age student Dependent children are eligible until they reach the upper age limit if they are not married or in any other formal union recognized by law, so long as they are full-time students at an educational institution recognized under the Income Tax Act (Canada). Students do not have to live with the plan member or even attend a school in their province to maintain dependent status. However, they must be covered under a provincial or federal medicare plan (to be eligible for Extended Health Care) and be dependent upon the plan member for support. (See your contract for age limits and other details.) Notes: If an over-age dependent child, not currently covered, returns to school full-time, they are eligible for coverage while they remain a student until they reach the plan s upper age limit. If an over-age dependent attends school outside of Canada, you must request an administrative exception to continue coverage. (See Administrative exceptions section.) 3 Administration Guide - Sun Life Financial - administered group plans

Disabled dependents If a dependent is disabled before your plan s age limit, coverage can be continued provided he or she: Is incapable of financial self-support because of a physical or mental disability, and Depends on the plan member for financial support, and is not married or in any other formal union recognized by law. To be eligible, a Disabled Child Coverage form needs to be completed and sent to us within 31 days of the date the dependent reaches the age limit. 4 Administration Guide - Sun Life Financial - administered group plans

Types of plans and effective dates Which type of benefit plan do you have? It s important to know since some administrative details such as effective dates are based on the type of plan you have. Non-contributory benefit plan (mandatory) Non-contributory means members do not contribute to the premiums. The plan sponsor pays 100 per cent of the cost of the benefit plan. All plan members and dependents must enrol in the benefit plan. (Your contract will reflect a 100 per cent participation level.) Plan members may refuse Extended Health Care and/or Dental benefits for themselves and/ or their dependents if comparable coverage is provided under another plan, e.g. spouse s plan. Contributory benefit plan (non-mandatory) Contributory means members contribute to the premiums. The plan sponsor and member share the cost of the benefit plan. Plan members can choose whether to enrol in the benefit plan. See your contract to determine the minimum participation level required. Contributory benefit plan (mandatory) Contributory means members contribute to the premiums. The plan sponsor and members share the cost of the benefit plan. Some benefits may be 100 per cent member paid (e.g. non-taxable Short-Term Disability). All members and dependents must enrol in the plan as a condition of employment. (Your contract will reflect a 100 per cent participation level.) Plan members may refuse Extended Health Care and/or Dental benefits for themselves and/ or their dependents if comparable coverage is provided under another plan, e.g. spouse s plan. Combined mandatory and non-mandatory plans These plans require 100 per cent member participation, i.e. all plan members must enrol in the benefit plan, but members can choose whether to enrol their dependents in the plan. About RAMQ: If your contract contains health, accident or disability benefits and you have a place of business in Québec, your contract must comply with Québec Drug Insurance Plan requirements. This means the drug portion of the Extended Health Care benefit must at least match the basic drug plan provided by the Québec government, and plan members participation is compulsory for both member and dependent coverage (unless the members and dependents have coverage elsewhere, e.g. spouse s plan). Determining effective dates for new members If your contract includes a waiting period, members must satisfy that waiting period before their coverage takes effect. Note: If a member goes off sick during the waiting period, they do not need to restart the waiting period on their return. The waiting period is calculated from the first day of employment provided the member is continuously employed during that period. Plan members must be actively at work on the date coverage would normally begin in order for coverage to become effective. Also, dependents cannot be confined in a hospital on the date coverage would normally begin. (This does not apply to newborns.) 5 Administration Guide - Sun Life Financial - administered group plans

Mandatory benefit plan Benefits take effect on the day after the member satisfies the waiting period and other eligibility requirements. Non-mandatory benefit plan If we receive the enrolment form*... Then the effective date is... On or before the date the plan member The date the plan member becomes eligible becomes eligible Within 31 days of the date the plan member becomes eligible More than 31 days after the date the plan member becomes eligible. The member is considered a late applicant. The member and the member s eligible dependents must complete a Health Statement form to verify proof of good health. The date the Enrolment form is received The date the Health Statement form is approved. There may be a restricted maximum for Dental. We will notify you in writing whether the application is approved. * Sun Life Financial uses the date the Enrolment form is signed as the date received, unless we receive the Enrolment form more than two months after the date the plan member becomes eligible. In this case, a Health Statement form is required, Combined mandatory and non-mandatory plans The benefits effective date will be based on the rules above for each type of plan. For any coverage requiring proof of good health (see the Enrolling in the plan section) Benefits become effective on the later of the date the member is eligible or the date the Health Statement form is approved. When a member refuses coverage As a result of comparable coverage: Plan members may refuse Extended Health Care and/or Dental benefits because they have comparable coverage* under another plan. Members may refuse coverage for themselves and their dependents, or their dependents only. Other than for comparable coverage: Mandatory plan Members cannot refuse coverage if the plan is mandatory. Non-mandatory plan Members may refuse all coverage, or all dependent coverage, but members cannot pick and choose benefits. * The most common type of comparable coverage is a spouse s plan. However, a member could also be covered under another plan as an active employee or a retiree. All refusals by plan members must be documented in writing for future reference. Make sure the member completes and signs a Refusal for Group Coverage form as proof that coverage was offered to the plan member and was declined. 6 Administration Guide - Sun Life Financial - administered group plans

Reinstating a former plan member If your contract contains re-employment conditions (e.g. six months), the waiting period is not required if a plan member is re-employed within the number of months indicated in the contract. Coverage may be reinstated on the date of re-employment. If re-employment is outside the number of months specified in your contract, the member will need to satisfy the waiting period set out in your contract from the date of re-employment and complete a new enrolment form.. The reinstated plan member will have the same level of benefits as prior to termination. The member s previous claims history and maximums will also be in place upon their reinstatement whether or not they returned to work within the reinstatement period. The reinstatement rules follow the mandatory or non-mandatory plan rules outlined earlier. The same reinstatement rules also apply when a member returns to work following a leave of absence where coverage was not extended during the leave. If your plan has optional benefits Your plan may include optional benefits such as Optional Life, Optional Accidental Death & Dismemberment and Optional Critical Illness. Some optional benefits require proof of good health and a Health Statement form must be completed. Coverage becomes effective on the later of the date the member or dependent is eligible or the date the Health Statement is approved. (See your group contract for details.) 7 Administration Guide - Sun Life Financial - administered group plans

Enrolling in the plan It s a good practice to enrol plan members in the benefits plan as soon as they are hired, even though a waiting period may need to be satisfied before they are eligible to receive benefits. The Enrolment form Step 1 Complete the first section of the Enrolment form for each plan member. Step 2 Have plan members complete the remaining sections and return to you. Step 3 Review the form to ensure it is fully completed and signed by the plan member. Step 4 Make a copy of the completed Enrolment form and send the original to your regional Group Client Services office. Please indicate if a Health Statement form is being submitted by the plan member directly to Sun Life Financial. (See instructions below on Health Statement forms.) These two forms do not need to be submitted at the same time. Step 5 You will receive a Member Change Form to confirm that we have recorded the plan member information on our systems. Review this form to ensure the information is accurate. You will also receive a wallet ID card to give to the member. Step 6 Give the member a benefit booklet or any other documentation you normally provide to describe their coverage. Note: When plan member data is added to our administration system, it is transferred overnight to our claims system and then to our Pay-Direct Drug system the following night. Any claims processed during this period will not reflect the new data. More about the Enrolment form If you maintain positive enrolment data (detailed dependent information is entered on our claims system for validating claims eligibility), the spouse details and children details sections of the Enrolment form must also be fully completed. Plan members who are refusing Extended Health Care and/or Dental because they have comparable coverage (e.g. under their spouse s plan) should complete the refusal section of the form. If your plan has Optional Life with smoker/non-smoker rates, advise the plan member to complete the non-smoking declaration (to confirm whether they are a non-smoker) if electing Employee Optional Life. The spouse must also complete the non-smoking declaration if Spouse Optional Life is elected. Note: Inaccurate information about the non-smoking status of the member or spouse may invalidate a claim for Optional Life. The beneficiary nomination must be signed and dated in ink by the plan member, as this is a legal document. (See Naming a beneficiary section.) 8 Administration Guide - Sun Life Financial - administered group plans

When proof of good health (Health Statement form) is required A Health Statement form is required when:: A member is a late applicant (see Determining effective dates). A member who originally refused benefits in a non-mandatory plan is now applying for coverage. A member or spouse is applying for the first time or increasing Optional Critical Illness or Optional Life benefits. A member s Life or Long-Term Disability amount exceeds the non-evidence maximum (NEM). (Your contract will indicate if your plan has an NEM.) First-time coverage exceeding the NEM, and thereafter if there is: An increase in the Life benefit of at least 25 per cent of existing coverage or $25,000, whichever is greater. An increase in the Long-Term Disability benefit of at least of 25 per cent of existing coverage, or $500 per month, whichever is greater. For all benefits except Critical Illness, the Health Statement is available in both paper and electronic formats. The electronic version can be initiated by you or the plan member. For Optional Critical Illness Insurance, the Health Statement is available as a paper form only. Submitting an electronic Health Statement that you create Step 1 Access www.sunlife.ca/web/ehs/sponsor (or www.sunlife.ca/web/dese/promoteur if the plan member s designated language is French). Step 2 Select start a new Electronic Health Statement. Step 3 Complete the Administration information section then select Save. Step 4 Record the details that appear on the next screen: Member URL Health Statement ID Temporary password. Tip: You can copy this information from the Web page and paste it as text into an e-mail to the member. 9 Administration Guide - Sun Life Financial - administered group plans

At this point you can sign out or start a new statement for another member. Step 5 Give the member the URL, Health Statement ID, temporary password and member instructions, Completing your electronic Health Statement (sponsor-initiated version). Step 6 When the member accesses the URL and signs in, they will be prompted to: authenticate their identity by entering their date of birth change the temporary password to one they choose Step 7 The member completes the statement, signs it online and submits it. They can save a partially completed statement and return to it later. Submitting an electronic Health Statement that the member creates Step 1 Give the member the group plan, benefits amounts and administration details needed in the Administration information section of the statement, plus the member instructions, Completing your electronic Health Statement (member-initiated version). Step 2 The member accesses www.sunlife.ca/web/ehs (English) or www.sunlife.ca/web/dese (French) and selects start a new electronic Health Statement. Step 3 The member completes the statement, signs it online and submits it. They can save a partially completed statement and return to it later. Submitting a paper Health Statement form Step 1 Complete Part 1 Plan Administrator Information and then give the form to the plan member for completion. Step 2 Advise the plan member to answer all questions on the form to ensure coverage is not delayed. If applicable, the spouse and/or dependent sections of the form must also be completed. Step 3 The information requested on the Health Statement form is highly confidential. Advise the plan member to send the completed form directly to us. Mailing instructions are provided on the form. When we make our decision We will notify you in writing whether the application is approved. If the application is approved: A confidential letter will be sent to the plan member advising of our decision. Until you receive written confirmation from us that the plan member s application has been approved for the amount of coverage requested, do not make payroll deductions for the coverage under review. If the application is declined: A confidential letter will be sent to the plan member advising of our decision and stating the reason for decline. 10 Administration Guide - Sun Life Financial - administered group plans

If additional information is required: For electronic statements, the member can select their preferred method of contact (phone, e-mail or fax). For paper statements, a confidential letter will be sent to the plan member requesting the required information. If the member does not provide the requested information, we will advise the member that the file will be closed. If your contract has Critical Illness If the plan member is applying for Optional Critical Illness or is a late applicant for Critical Illness, provide the member with the application for Critical Illness Insurance, which includes enrolment information as well as their health statement. If applicable, the spouse section of the form must also be completed. Advise the member to send the application directly to us. Mailing instructions are provided on the form. If the plan member is applying for both Optional Life and Optional Critical Illness benefits, the member will receive separate notification of our decision. 11 Administration Guide - Sun Life Financial - administered group plans

Naming a beneficiary If your group contract includes Life benefits, the member should designate a beneficiary on their Enrolment form stating the beneficiary s full name and relationship to the member. A member can also designate a beneficiary in a will or a subsequent Beneficiary Nomination form. Note: When a member nominates their beneficiary(s), you should ensure that they are not changing a previous nomination of an irrevocable beneficiary. (Please see further details on irrevocable beneficiaries below.) The beneficiary nomination is a legal document and therefore the beneficiary section must be completed, signed and dated in ink by the member. The member must initial any changes or alterations to the nomination, no matter how small. Correction fluid cannot be accepted. Note: Plan members cannot name a bank or financial institution as their beneficiary for purposes of providing collateral for a loan. It is important to keep the following documents together in one file: the member s Enrolment form, any subsequent Beneficiary Nomination form and any will provided to you by the member. Revocable and irrevocable beneficiaries Revocable beneficiary means that the plan member is free to change the beneficiary designation at any time. A beneficiary is assumed to be revocable (unless specifically designated as irrevocable) in all provinces except in Québec for the married or civil union spouse. Irrevocable beneficiary means the member cannot change the designation without meeting specific requirements. A beneficiary designation may be irrevocable for the following reasons: Irrevocable by provincial law In the province of Québec, a legally married spouse or civil union spouse designated as the beneficiary is presumed to be irrevocable unless specified as revocable. If the revocable box on the Enrolment form or Beneficiary Nomination form is not checked off, the designation is irrevocable. Irrevocable at the member s request If a member wishes to voluntarily designate a beneficiary as irrevocable, they simply write the word irrevocable on the beneficiary nomination itself; for example, John Doe, Spouse, Irrevocable. Irrevocable by court ruling A beneficiary designation could be made irrevocable by a court ruling. For example, a term of a divorce decree may require that the spouse must remain as the beneficiary and cannot be changed without the spouse s consent. Even if the beneficiary is irrevocable by court ruling, the member must complete and sign a Beneficiary Nomination form indicating the beneficiary is irrevocable. The document issued by the court should be kept with the beneficiary nomination for future reference. 12 Administration Guide - Sun Life Financial - administered group plans

Changing a beneficiary designation If the beneficiary designation is revocable: A Beneficiary Nomination form must be completed, dated and signed by the member, or it can be changed under a will. If the beneficiary designation is irrevocable: A Beneficiary Nomination form must be completed, dated and signed by the member. In order for a member to change an irrevocable beneficiary or to change the current beneficiary designation from irrevocable to revocable, the member must also submit one of the following documents: Consent by Beneficiary form, signed by the irrevocable beneficiary, revoking their rights Final Decree of Divorce (see Beneficiaries in Québec table below) Proof of death of the irrevocable beneficiary. 13 Administration Guide - Sun Life Financial - administered group plans

More about beneficiary designations The following chart contains beneficiary examples that have been prepared by the Company for your convenience only. Make sure it carries out the member s intentions as the Company cannot be held responsible for the effect or sufficiency of the designation. In the event of a trust, sophisticated or complex designations, please advise the member to consult with their legal and/or financial advisor. Event If your plan has Optional Life benefits Designating one beneficiary Designating more than one beneficiary Appointing a contingent beneficiary Designating a minor child in Quebec Designating a minor child in all other provinces Designating an estate When no beneficiary has been designated Additional information The member may designate separate beneficiaries for Basic Employee Life, Optional Employee Life and Spouse Optional Life. The member needs to complete each of the applicable sections of the Enrolment form or Beneficiary Nomination form. This is true even if the member wishes to designate the same beneficiary for basic and optional benefits. Ensure that the member does not designate their spouse as beneficiary for Spouse Optional Life. To designate one beneficiary, the member must complete the name and relationship of the beneficiary. To designate more than one beneficiary, the member must complete the name and relationship and percentage on the form for each beneficiary. The total of the designated percentages must equal 100 per cent. To appoint a contingent beneficiary, the member should complete the Contingent Beneficiary section of the Enrolment form or Beneficiary Nomination form. (A contingent beneficiary is the person designated to receive the proceeds if the primary beneficiary dies before the insured.) In Quebec, a member may NOT designate an administrator (or trustee) other than the surviving parent or legal tutor. The proceeds will be paid to the parent(s) or other legal tutor if applicable. In all provinces other than Quebec, if the member designates a minor child as beneficiary, a trustee should be designated. If no trustee is named, proceeds may be paid into court. A member designating the estate should consider the following: The insurance proceeds, may be subject to estate taxes. Insurance proceeds payable to the estate are subject to claims from creditors, whereas proceeds payable to a named beneficiary may be protected from creditors. Probate costs vary from province to province and are based on the total value of the estate (except in Quebec). These costs are not incurred if proceeds are payable to a named beneficiary. Proceeds will be paid to the member s estate. A properly constituted and current will should be submitted with any claim to avoid delays in processing with the executors or liquidators of the estate. 14 Administration Guide - Sun Life Financial - administered group plans

Beneficiaries in Québec The following table will help you to answer some questions on beneficiary designations for Québec members. This chart will help you understand when a beneficiary change is allowed. Spouses designated after 20/10/76 Current beneficiary designation Spouse designated on or after 20/10/76 if indicated as revocable (either in writing or in the form of a checked tick-box) on the enrolment form Spouse designated on or after 20/10/76 stipulates that designation is irrevocable, or does not stipulate that it is revocable (either in writing or in the form of a checked tick-box) Can be changed to Any beneficiary Cannot be changed unless: A waiver was signed; Divorce was granted on or after 20/10/76 and before 1/12/82 terminating the spouse s rights, or Divorce was granted on or after 1/12/82 Spouses designated before 20/10/76 Current beneficiary designation Husband designated on or after 1/7/70 but before 20/10/76 with or without revocability stipulation Husband designated on or after 1/7/70 but before 20/10/76 with irrevocability stipulation Husband designated before 1/7/70 Wife designated before 20/10/76, and divorce granted before 20/10/76 Wife designated before 20/10/76, but divorce granted on or after 20/10/76 but before 1/12/82 Can be changed to Any beneficiary Cannot be changed unless: A waiver was signed; Divorce granted on or after 20/10/76 and before 1/12/82 terminating the husband s rights, or Divorce was granted on or after 1/12/82 Any beneficiary Any beneficiary Child until 20/10/77; otherwise wife s designation is irrevocable except if she waived her right or if divorce terminated her rights 15 Administration Guide - Sun Life Financial - administered group plans

Maintaining plan member records It is very important that plan member information is kept up-to-date at all times. This ensures that your monthly premiums are calculated based on the most recent changes, and that claims are paid quickly and accurately Recording plan member changes Changes are typically recorded on the Member Change Form. Important: The effective date must be shown for all changes affecting a member s coverage such as: Salary changes, Class/location change, Change in family status (e.g. from single to family), Adding dependents (newborns, change in spouse, etc.), Change in spousal coverage, Student information, and Termination of coverage. Here are the steps in the member change process: Step 1 Member informs you when a record change is required (e.g. new spouse). Step 2 You record the change on the Member Change Form and send to us by mail, fax or e-mail. Step 3 We update our systems to reflect the change. Step 4 We send you an updated Member Change Form. You will also receive a new wallet ID card for the plan member if the information on the wallet ID card has changed. Step 5 You verify the updated Member Change Form to ensure the information was accurately updated. Step 6 You file the Member Change Form and use for the plan member s next change request. Notes: When a plan member record is changed in our administration system, the new data is transferred to our claims system overnight and to our Pay-Direct Drug system the following night. If claims are processed during this period, they will not reflect the new data. A plan member must be actively at work on the effective date of a salary change. Change from single to family status When a plan member enrols in the benefit plan with single coverage and requests a change to family status, the rules around mandatory and non-mandatory plans apply: Mandatory benefit plan The change effective date is the date of the plan member s status change, i.e. date of marriage, adoption, birth of a child, etc. 16 Administration Guide - Sun Life Financial - administered group plans

Non-mandatory benefit plan If member requests change from single to family due to an event such as birth, adoption, marriage: On or before the date of the event Within 31 days of the event More than 31 days after the date of the event the plan member s dependents are late applicants and must complete a Health Statement form to verify proof of good health Then the effective date is: The date of the event* The date of the event* The date the Health Statement form is approved, and we will notify you of the approval. (There may be a restricted maximum for Dental.) *A Health Statement form is required for any existing dependent not already covered. Adding or removing dependents, newborns, change in spouse, etc. Positive enrolment If you maintain positive enrolment data (all dependent information is entered into our system and used to validate claims eligibility), be sure to send us new dependent information as soon as possible to avoid claims being delayed or rejected. Non-positive enrolment When a plan member already has family coverage, you don t need to notify us when adding new dependents. New dependents are added when claims are submitted (if they meet the eligibility requirements). Updating student information Coverage for a dependent child terminates at the lower age limit specified in your contract unless the dependent child meets the criteria to continue coverage as an over-age student. See the Determining eligibility section for more information on over-age students. You must notify us if coverage for a dependent child is to continue past the lower age limit. You can send this information to us any time up to one year prior to the date the child reaches the lower age limit. Once our system is updated to reflect that a dependent child is an over-age student, you ll need to inform us if this status changes. We recommend that you contact your members annually to validate the accuracy of their dependent coverage, especially with regard to over-age students. For claims paid on a reimbursement basis, the member must declare that the dependent child is an over-age student each time a claim is submitted for that dependent. If the student indicator is not noted on the claim form, the claim will be declined. 17 Administration Guide - Sun Life Financial - administered group plans

Adding coverage that was initially refused due to comparable coverage Event Mandatory plan Non-mandatory plan Other coverage ends (e.g. spouse s plan) Other coverage doesn t end, but member requests coverage after initially refusing Coverage start date should be the day after the other coverage (e.g. spouse s plan) ends Coverage start date should be the original effective date Coverage start date should be the day after the other coverage ends. The plan member must request coverage within 31 days of the other coverage ending. If coverage is not requested within 31 days after the other coverage ends the plan member is considered a late applicant. The member and the member s eligible dependents must complete a Health Statement form to verify proof of good health. There may be a restricted maximum for Dental. The plan member is considered a late applicant. The member and the member s eligible dependents must complete a Health Statement form to verify proof of good health. There may be a restricted maximum for Dental. Adding coverage that was initially refused (other than due to comparable coverage) A member covered in a non-mandatory plan may have refused all coverage or all dependent coverage. (See When a member refuses coverage.) If the member requests coverage at a later date, this is considered a late applicant and proof of good health must be provided. There may be a restricted maximum for Dental. (See Submitting a Health Statement form.) Terminating coverage Coverage terminates when a member s employment ends or if the member is no longer actively working. Your contract specifies when coverage terminates. (See Premiums - Member Terminations Section) You are also responsible for notifying eligible plan members of their right to apply to convert their Life to an individual insurance policy. (See Purchasing individual insurance when benefits end or reduce section.) Changes due to age or retirement Coverage may reduce or terminate at a certain age or at retirement, depending on the benefit. You do not have to notify us of age-related changes, as our system will automatically process the change at the appropriate date. You do need to advise us if there are any changes to coverage as a result of retirement. The member and spouse are eligible to apply to convert their life coverage to an individual policy when coverage reduces or terminates. (See Purchasing individual insurance when benefits end or reduce section.) 18 Administration Guide - Sun Life Financial - administered group plans

Changing a beneficiary designation A Beneficiary Nomination form needs to be completed, dated and signed by the plan member then sent to us so that we can update our systems. (See Naming a beneficiary section.) Plan members who are approved for disability We will update our systems to reflect the premium waiver for the appropriate benefits when a member is receiving Long-Term Disability benefits or when a Waiver of Life Premium has been approved. Statutory leave All coverage should be continued while a member is on statutory leave. You need to make arrangements to collect any premiums required from the member. However, if there are optional benefits that can be elected separately under the plan (e.g. Optional Life or Optional Critical Illness), the member may elect to cancel the optional benefits during the leave period. Continuing coverage during a leave You do not need to notify us if all coverage is continuing for the province s legislated statutory leave period. You must notify us if optional benefits are terminating. The cancellation of the optional benefit will be treated as a refusal, and a Health Statement is required in order to re-elect the benefit. Refer to the Administrative exceptions section if coverage is being requested beyond the province s legislated statutory leave period. For plans where members contribute to premiums and do not want to pay their portion of the premium during the leave Members cannot choose to continue some benefits and cancel others. All benefits must be terminated. You must notify us of the termination. You must contact your Sun Life Financial service representative as the member must sign a waiver of coverage agreement. This outlines that they have forfeited all rights to any and all benefits under the group plan during the leave and that they are not eligible for any coverage until they return to work. If all coverage was terminated during the leave and the return to work is within the province s legislated statutory leave period: Benefits previously in force may be reinstated immediately upon return to work (we will not apply the waiting period) and a new enrolment form is not required. A Health Statement will be required in order to re-elect any optional benefits. Reinstatement of coverage follows the mandatory/non-mandatory plan rules outlined earlier. (See Types of plans and effective dates section.) About RAMQ: If your contract contains health, accident or disability benefits and you have a place of business in Québec, your contract must comply with Québec Drug Insurance Plan requirements. This means the drug portion of the Extended Health Care benefit must at least match the basic drug plan provided by the Québec government, and plan members participation is compulsory for both member and dependent coverage (unless the members and dependents have coverage elsewhere, e.g. spouse s plan). 19 Administration Guide - Sun Life Financial - administered group plans

If a plan member dies If a plan member dies, provide us with the date of death. We will continue benefits for the survivors as per the terms of your contract, if provided under your plan. Advise the survivors to continue submitting claims under the member s contract number and ID. We will automatically terminate the coverage at the end of the survivor period. The continuation of benefits for survivors does not apply to the spouse s Optional Life, Optional Accidental Death & Dismemberment or any Critical Illness coverage. Follow the instructions in the Submitting Claims section to submit the Life claim. If your contract has Paid-Up Life To purchase Paid-Up Life for a member, send us a written request indicating the plan member s name and ID number, effective date of coverage, coverage amount and the signed beneficiary nomination. We will process the change and send the premium bill to you for payment. The single premium is based on the member s age, amount of coverage and the paid-up rates in effect at the time the benefit is purchased. Once the Paid-Up Life insurance is purchased, the coverage is in effect for the life of the member. A paid-up certificate is issued as proof of the coverage. It describes the terms of the coverage, including the effective date, amount of coverage and the beneficiary. A new certificate will be issued if a plan member requests a change of beneficiary. Adding or changing optional benefits If your plan has optional benefits, a member may elect to add them for themselves or their spouse after they have initially enrolled, or may elect to increase the amount of optional coverage initially selected. The member must elect optional coverage using the appropriate enrolment form. A Health Statement form must also be completed for the member and/or their spouse. Please indicate whether the Health Statement is being submitted by the plan member directly to Sun Life Financial. These two forms do not have to be submitted at the same time. (See Submitting a Health Statement form.) If electing Optional Life benefits for the first time, make sure that the member nominates a beneficiary. If the member is electing benefits based on smoker/non-smoker rates, the member must complete and sign a non-smoking declaration (to confirm whether they are a non-smoker). The spouse must also do so if any elected spousal benefits are based on smoker/nonsmoker rates. Notes: A non-smoker is a person who has not used tobacco within the past 12 months. A member or spouse must re-declare their smoking status if they apply for additional optional coverage. A member or spouse who has declared themselves a smoker and later stops smoking can request non-smoker status by completing a non-smoking declaration. Inaccurate information about the non-smoking status of the member or spouse may invalidate a claim for Optional Life. 20 Administration Guide - Sun Life Financial - administered group plans

Voluntary termination A member may cancel all coverage or ALL dependent coverage, if the plan is non-mandatory. (See When a member refuses coverage.) A member may also cancel optional benefits at any time. Coverage will terminate on the later of the date the request is received or the requested effective date. Making mass changes At times you may need to update information for a lot of members at once, such as annual salary changes. There are a number of options available rather than sending individual Member Change Forms. Please call your Group Client Services administration contact to discuss these options. 21 Administration Guide - Sun Life Financial - administered group plans

Purchasing insurance when benefits end or reduce When group benefits end or reduce, the plan member and/or their spouse can apply to continue the terminated/reduced group life amount through: A Sun Life Financial Individual policy - application must be made within 31 days of the group coverage ending/reducing. No proof of good health is required. The conversion provision is subject to certain conditions that are outlined in your contract or stipulated in any applicable legislation. My Life CHOICE term insurance - application must be made within 31 days of the group coverage ending/reducing. The member and/or their spouse will be asked a few simple health questions. There are a number of rules and conditions that apply to this offering. Plan members residing in Quebec are eligible to convert dependent child life amounts equal to or greater than $5,000 if the coverage is lost due to termination of the member. The plan member also has the option to purchase our My Health CHOICE health and dental coverage without proof of good health, if they apply for it within 60 days from the date their health and dental coverage terminates. If the Critical Illness coverage ends, the plan member and/or their spouse may continue with their coverage under a group Critical Illness plan that is offered by Sun Life Assurance Company of Canada at that time, without having to provide proof of good health. The written request must be submitted to us within 31 days from the date the coverage ends. The portability provision is subject to certain conditions that are outlined in the contract. You are responsible for notifying eligible plan members of the right to apply to convert, including: Informing the plan member of the 31-day period to convert their and/or their dependent s (spouse s and/or child s) Life insurance, or to apply for My Life CHOICE coverage Informing the plan member of the 31-day period to apply for their and/or their spouse s portability provisions for Critical Illness, and Informing the plan member of the 60-day period to purchase My Health CHOICE for themselves and/or their spouse. It is the responsibility of the plan member to notify their spouse of the right to continue any spousal coverage. You also need to complete the Insurance options for plan members on termination of group benefits form, verifying the plan member s and/or their spouse s eligibility. Please be sure to notify the plan member about these privileges as soon as possible following the termination or reduction in benefits so they avoid missing the deadline. 22 Administration Guide - Sun Life Financial - administered group plans

Administrative exceptions To provide coverage outside the terms of the group benefits contract, you need to request an administrative exception (admin exception). Usually, admin exceptions deal with situations that impact individual members regarding eligibility or continuation of coverage beyond contract terms. Waiver of waiting period Requests to waive waiting periods should be directed in writing to your Group Client Services administration contact. We will consider a request to waive the waiting period if: It is made within 31 days of the hire date, and The waiver applies to all benefits. Other administrative exceptions Step 1 Complete the Plan Sponsor Request to Continue Coverage form to request the common admin exceptions outlined below. For all other admin exception requests, provide all relevant information about the request in writing. Step 2 Forward the request form to your Sun Life Financial service representative. Step 3 We will advise you of our decision. If approved, we will outline the terms of the approval. The Plan Sponsor Request to Continue Coverage form is used to request the following admin exceptions: Coverage for temporary work stoppages such as layoffs, statutory leave, leave of absence and sabbatical. Approval is required if the covered period exceeds the greater of one month or the time limit outlined in the group benefits contract, or, for statutory leaves, for the longer of the province s legislated statutory leave period or the time limit outlined in the contract. Coverage during a strike or lockout. Coverage for permanent work stoppages such as permanent layoff and severance beyond the terms of the contract. Request for out-of-country coverage extension. Approval is required to cover a member or dependent who will be travelling or residing outside the country for business, or attending school beyond the time limits outlined in the group benefits contract. Request for coverage for dependent children (other than the member or spouse s children). You would be required to obtain documentation to determine that the member/spouse is financially and legally responsible for the care and well-being of the dependent child. 23 Administration Guide - Sun Life Financial - administered group plans