Frequently Asked RSB Questions

Frequently Asked RSB Questions

In this issue, we address two frequently asked questions that we receive from RSB plan members: how to request a copy of your medical and dental history online, and how to update your plan information.

FAQ: How do I request a copy of my medical and dental claims history?

Your first instinct may be to call Sun Life (1-800-361-6212), but did you know that you can easily and conveniently access your information online 24/7?

Here’s how you can access your claims history:

  1. Login to
  2. Scroll down until you see “Completed claims”.
  3. Click on “All claims”.


  1. Select the relevant dates, and then click “Continue”.

FAQ: I need to update my RSB plan information. How do I do this?

Contact the RSB Administrator ( to do the following:

Update your contact details:

  • Provide your new address, phone number and email

Change the bank account where your RSB premiums are withdrawn from:

  • Send a void cheque, as well as a note indicating the effective date, to the address below:

Attn: RSB Administrator
600 – 6190 Agronomy Road
Vancouver, BC Canada V6T 1Z3

New HR Information System Coming April 2020

In April 2020, UBC’s HR information system will transition to our new system, Workday. For further information, visit

The system change will create administrative changes that may affect some RSB plan members. In the next few months, we will be communicating directly with the RSB plan members who will be impacted.

If you have any questions or concerns, please contact Julia Carandang at 604-822-4580 or


2018 Reminders

Submit Your Extended Health Claims

Any extended health medical claims incurred in 2017 must be received by Sun Life by Dec. 31, 2018.

To submit your claim online:

To mail a paper claim form:

  1. Fill out a paper claim form by:
  1. Attach the relevant original receipts. Keep copies for your records.
  2. Mail your completed claim forms and original receipts to:

Sun Life
PO Box 2010 Stn Waterloo
Waterloo, ON N2J 0A6

2018 Tax Receipts

Every year, tax receipts are issued to retirees who pay their own extended health and/or dental premiums. The tax receipts will be mailed to you by Feb. 28, 2019.

Please contact Julia Carandang only if you do not receive the letter by Mar. 15, 2019.

Frequently Asked Questions

Where can I find detailed information regarding my Sun Life extended health and dental benefits?

Where can I find the Sun Life extended health claim forms?

I lost my Sun Life pay-direct card. How do I find my benefits information?

  • First, note your RSB policy number (020605) and Sun Life Member ID (your 7-digit UBC employee ID OR 9-digit Social Insurance Number.)
  • Next, use your policy and member ID details to sign in the Sun Life website, where you can access your benefits information and download your new card.
  • You can also check your RSB enrolment confirmation letter for benefits information.
  • Contact Julia Carandang to obtain a new card.

Why was my extended health/dental claim denied?

  • UBC does not have access to your personal medical/dental usage and claim history. You will need to contact Sun Life directly at 1-800-661-7334 or at 1-800-361-6212.

I tried to submit a claim using policy number 025205, which is what I used as an employee in UBC, but I have been informed that my benefits have been terminated. What do I do?

  • Check that your policy number is 020605. Your Sun Life Member ID will be the same as when you were an active employee.
  • Refer to your RSB confirmation letter for a details related to your benefits.
  • Inform your medical providers of the changes to your benefits information.

Email Option for RSB Plan Members

Thank you to the RSB plan members who have opted to receive RSB program information by email. We will publish the first email version of Viewpoints in the summer of 2019.

To receive RSB program information by email, please contact Julia Carandang as we require your written consent. Otherwise, we will continue to send your RSB program information by regular mail.

Email Option Now Available For RSB Plan Members

We are continually looking for ways to improve communications for plan members enrolled in the Retirement & Survivor Benefits (RSB) Program. Effective Jan. 1, 2018, all new RSB plan members were required to provide an email address upon enrolment to receive all communications regarding the RSB Program.

We are now reaching out to all other plan members to offer the same service. If you opt for email, you’ll receive important RSB information much faster. It’s also more environmentally-friendly and allows you to easily retrieve and reference the information. To begin receiving RSB Program information by email, we require your written consent.

Please send your email address to Julia Carandang, RSB Administrator, at

If you do not provide written confirmation, we will continue to send all communications related to the RSB Program by regular mail.

To access previous issues of Viewpoints, please click here.

New RSB Administrator

We would like to introduce you to Julia Carandang, our new Retirement & Survivor Benefits Administrator.

Julia steps into Janet McHugh’s previous role, as Janet has been seconded to a different role on the UBC Benefits team.

Julia is excited to be returning to UBC, where she completed her Bachelor of Arts in Psychology. She has been working as a customer service representative since graduating last year.

To contact Julia, please call 604-822-4580 or email

Request for Email Addresses

With the discussion of the Canada Post strike earlier this year, we are requesting all plan members to send us an email address where we would be able to send important communication to you in case of a future Canada Post strike or lockout.

Please send your email address to Janet McHugh at either 604-822-4580 or Please contact Janet directly if you are uncertain if your email address is already on file. Please note, we would only send important communication via email if there was no way to reach you through regular mail.

Reminders/FAQ: Summer 2016

Sun Life has updated their system and requires plan members to have a six-digit Contract/Policy number. Please ensure you are using Contract/Policy Number: 020605 when making any Extended Health or Dental claims.

Effective September 30, 2016, Sun Life will be closing their claims processing departments at all locations other than their Waterloo and Montreal offices. For any Extended Health and Dental claims to be submitted by paper form, please mail to:

Sun Life Assurance Company of Canada
PO Box 2010 Stn Waterloo
Waterloo, ON N2J 0A6


Sun Life Assurance Company of Canada
PO Box 11658 Stn CV
Montreal, QC H3C 6C1

Paper claim forms can be found on our website at and selecting ‘Retirement & Survivor Benefits Plan’.

Misplaced a past issue of the Viewpoints newsletter? Previous issues of the Viewpoints newsletter can be found on our website.

All claims made under your Extended Health benefits contribute towards your deductible (including prescriptions, physiotherapy, chiropractors, travel claims, etc.) More information on what coverage is included under your Extended Health benefits can be found here.

Europ Assistance Contact Information:

In the USA and Canada, call 1-800-511-4610
In Mexico, call 001-800-368-7878
Elsewhere, call 1-202-296-7493
(call collect if available)

If you need to fax or email documents to Europ Assistance, the fax number is 1-202-331-1528 and email address is