A Comprehensive Guide to Remote Servicing

during Enhanced Community Quarantine

Questions? Email
Phil-DigitalDistribution@sunlife.com

Version 1.3
May 7, 2020
Comprehensive Guide to Remote Servicing v1.3 | May 7, 2020 |
CONFIDENTIAL
 This document is confidential to Sun Life licensed advisors only.
Do not share to your clients or other external parties.

Comprehensive Guide to Remote Servicing v1.3 | May 7, 2020 | 2

 REMOTE SERVICING
SCOPE OF PROCESSES

SCOPE OF REMOTE SERVICING PROCESESS

Financial Changes Disbursements

AE and Cash Dividends Payout (Cash) Anticipated Endowment Benefit

Change in Mode Client-initiated Disbursement
Policy Changes Dividends Withdrawal
Policy Conversion Maturities Payout
Reinstatement Policy Loan
VUL Fund Allocation Refund
VUL Fund Switch Traditional Policy Surrender
VUL Fund Withdrawal
Non-Financial Policy/Account Changes
VUL Policy Surrender
ACA Enrollment
Assignment of Collateral Security
Claims
Change of Beneficiary (Death)
Critical Illness Benefit
Change of Endowment Beneficiary
Death Claim
Duplicate Notice
Hospital Income Benefit
Release of Assigned Collateral Security
Medical Reimbursements
Update Home/Office Address
Update Contact Number
Update Email Address
Comprehensive Guide to Remote Servicing v1.3 | May 7, 2020 | Overview 3
 REMOTE SERVICING
FRAMEWORK

STEP SUMMARY

1. Download the editable Policy Servicing Form(s) from Advisor Home Office > Downloads section.
Step 1 Accomplish the form
2. Accomplish the form for/with the client.

1. Create an encrypted file for the Policy Servicing form.

Step 2 Prepare for Client Review
2. Send it to the client using your Sun Life email.

Two options:
1. Request client to sign the Policy Servicing form digitally using Adobe Acrobat Reader software
Step 3 Get Client Acknowledgment
2. If unable to add a signature, email the Client Confirmation to the client and request them to send
their “I Agree” response.

Step 4 Prepare to submit Create an encrypted file for the accomplished form, and Client Confirmation response (if applicable).

Email the Policy Servicing Request with this format:

1. From: Advisor’s Sun Life email address
2. To: Handling department (see table)
Step 5 Submit the form
3. Cc: Client’s registered email
4. Attachment: Accomplished forms, client’s Valid ID, and client confirmation (if applicable)
5. Body: Advisor Attestation

Major differences between Remote Selling and Remote Servicing:

• Client eSignature on the editable PDF is allowed
• Client is ALWAYS copied in the email to Sun Life

Comprehensive Guide to Remote Servicing v1.3 | May 7, 2020 | Overview

 Step 1:
Accomplish the Form
1 2
Accomplish
the Form
Advisor downloads
the Servicing Form
and fills it out with
the client.
Comprehensive Guide to Remote Servicing v1.3 | May 7, 2020 |
3 4 5
Prepare for Client Get Client Submit Request to Handle documents
Review Acknowledgment Sun Life securely.
Advisor emails the Client can sign the Advisor emails the Once request is
Servicing Form and form or send a form and valid ID to completed, delete
client reviews the Client Confirmation Sun Life. Client is all copies from your
form. Email response. copied in the email. personal device.
5
 Download the Policy Servicing Form

Advisor Home Office > Downloads > SLOCPI > Forms and Checklists > Policy Servicing

GOOD TO KNOW
Updating of Home/Office address, contact number, and email address can actually be done directly using
the My Sun Life client portal.

You can share this link to your client to help them get started on their account:
https://www.sunlife.com.ph/PH/About+us/Become+an+empowered+Sun+Lifer/my-sun-life-account-
guide?vgnLocale=en_CA

Comprehensive Guide to Remote Servicing v1.3 | May 7, 2020 | Step 1: Accomplish the Policy Servicing Form 6
 List of Editable Forms in Advisor Home Office

• All forms for Remote Servicing are available in Advisor

Home Office.

• However, only the forms below have Editable PDF format:

• Assignment of Policy as Collateral Security PRO-TIP
• Attending Physician’s Statement (Critical Illness) To fill out an editable PDF, make
• Attending Physician’s Statement (Hospital Income Benefit) sure you have PDF free Adobe
• Attending Physician’s Statement (Medical Reimbursement) Acrobat Reader installed in your
• Authorization Form – Claims device
• Beneficiary Change Request Form
• Claimant’s Statement for Critical Illness
• Claimant’s Statement for Death Benefit
• Claimant’s Statement for Hospital Income Benefit GOOD TO KNOW
• Claimant’s Statement for Medical Reimbursement These forms do not possess a
• Currency Conversion Bank Deposit Form unique serial number. You can
• Dividend/Endowment Benefit Authorization Form download once then duplicate the
• Financial Amendment Form form in your device to reuse it.
• Name Change Request Form
• Premium Payment Enrollment Form – Visa MasterCard
• Request for Change in Premium Rate Basis
• Request for Fund Switching
• Request for Fund Withdrawal

• For forms that are not in Editable PDF format, you may use
the Adobe Acrobat “Fill & Sign” feature to add the text
digitally.

Comprehensive Guide to Remote Servicing v1.3 | May 7, 2020 | Step 1: Accomplish the Policy Servicing Form 7
 Fill out the form for/with the client

Accomplish the form for the client

• Fill out the form for the client with details you have discussed.
• If the client has multiple requests, you can download the relevant forms and fill
it out for the client.

What if the client prefers to fill out the form on their own?
Some clients may prefer to just fill out the form by themselves. When this
happens, ensure that:
• Your client has Adobe Acrobat Reader installed in their device
• You assist them in understanding the form’s contents so they can fill it out
more accurately

Comprehensive Guide to Remote Servicing v1.3 | May 7, 2020 | Step 1: Accomplish the Policy Servicing Form 8
 Step 2:
Prepare for Client Review
1 2
Accomplish
the Form
Advisor downloads
the Servicing Form
and fills it out with
the client.
Comprehensive Guide to Remote Servicing v1.3 | May 7, 2020 |
3 4 5
Prepare for Client Get Client Submit Request to Handle documents
Review Acknowledgment Sun Life securely.
Advisor emails the Client can sign the Advisor emails the Once request is
Servicing Form and form or send a form and valid ID to completed, delete
client reviews the Client Confirmation Sun Life. Client is all copies from your
form. Email response. copied in the email. personal device.
9
 Password-protect the form in a zip file

Secure files
• Practice Digital Safety by creating a password-
protected zip file for the form(s) that has the client’s
Personal Identifiable Information (PII) in it.
• As a best practice, use the prescribed zip file password
format.

Sending blank forms

ZIP FILE PASSWORD FORMAT

• If the client prefers to fill out the Servicing Form on

their own, you can email the blank form to them SunLifeECQ@125
without creating a password-protected zip file.

Comprehensive Guide to Remote Servicing v1.3 | May 7, 2020 | Step 2: Prepare for Client Review 10
 Step 3:
Get Client Acknowledgment

1 2
Accomplish
the Form
Advisor downloads
the Servicing Form
and fills it out with
the client.
3 4 5
Prepare for Client Get Client Submit Request to Handle documents
Review Acknowledgment Sun Life securely.
Advisor emails the Client can sign the Advisor emails the Once request is
Servicing Form and form or send a form and valid ID to completed, delete
client reviews the Client Confirmation Sun Life. Client is all copies from your
form. Email response. copied in the email. personal device.

Comprehensive Guide to Remote Servicing v1.3 | May 7, 2020 | 11

 Get the Client Acknowledgment

Option 1: Option 2:
Sign Form Digitally Send Client Confirmation

In Servicing, your client has to sign directly on the If your client does not have a way to sign the PDF form
Policy Servicing PDF Form. directly, they can continue with the Client Confirmation
method like in Remote Selling.

PDF eSIGNATURE DO’S AND DON’TS

 eSignature must be comparably the same
as the wet signature
Applicant/Life Insured
 Make sure the client has Adobe Acrobat I agree
must declare “I agree”
Reader installed
 When using a computer, the client can I AGREE
take a photo of their wet signature,
transfer it to their computer, and attach it
to the PDF as a signature
x Do not use the “Type” function in Adobe Dear Mr. Juan Dela Cruz, Complete confirmation
Acrobat Reader’s Fill & Sign feature Please reply to the statement below with message must be visible
the comment “I AGREE” and include a photo
x Do not ask your client to send you a picture of yourself holding a valid photo-bearing I.D.

of their signature. You should not have a

copy of the client’s signature specimen.

Comprehensive Guide to Remote Servicing v1.3 | May 7, 2020 | Step 3: Get the Client Acknowledgment 12
CLIENT CONFIRMATION
Policy Servicing Request

Please read the Client Confirmation below for us to proceed.

If you agree, please reply with your response: “I AGREE.” I confirm that:

• I have read, understood, reviewed the accomplished form.

• All the answers and statements therein are true and correct

• (if applicable) I accept the terms and conditions therein

• (if applicable) I am currently in the Philippines and I authorize Sun Life of Canada (Philippines), Inc. to process
the transaction.
 Step 4:
Submit Request to Sun Life

1 2
Accomplish
the Form
Advisor downloads
the Servicing Form
and fills it out with
the client.
3 4 5
Prepare for Client Get Client Submit Request to Handle documents
Review Acknowledgment Sun Life securely.
Advisor emails the Client can sign the Advisor emails the Once request is
Servicing Form and form or send a form and valid ID to completed, delete
client reviews the Client Confirmation Sun Life. Client is all copies from your
form. Email response. copied in the email. personal device.

Comprehensive Guide to Remote Servicing v1.3 | May 7, 2020 | 14

 Email the Accomplished Servicing Request form to Sun Life

REMOTE SERVICING EMAIL CHECKLIST

 From: <Advisor’s official Sun Life email address>

 To: <Check Handling Department, see next slide>

 Cc: <Client’s registered email address>

 Subject:* <Transaction 1/ Policy No. 1> <Transaction/Policy No. 2>

E.g. VUL Fund Allocation / 081234567 VUL Fund Switch / 08765432
 Attachment: Encrypted Remote Servicing App Package (see below)
 Body: “I certify the truthfulness of the documents attached to this email, and please
consider my email as the equivalent of my physical signature on the documents.”
*Password to zip file MUST NOT BE INCLUDED in this email
*State in Email Subject if submitting multiple transactions for the same client and to the same handling department

REMOTE SERVICING REQUEST PACKAGE FORMAT

 Accomplished Servicing Request form(s) PDF

 Client’s valid photo-bearing ID PDF
 Client’s Confirmation Email(s)
Applicable to: non-Claims transactions wherein the accomplished form does not PDF (Printed as PDF from email)
have eSignature of Client
 Claims Checklist (for claims transactions)
• All files follow the format required
• File size should be less than 25mb
• File password follows the New Business requirement: SunLifeECQ@125

Comprehensive Guide to Remote Servicing v1.3 | May 7, 2020 | Step 4: Submit Request to Sun Life 15
 Policy and Account Change Requests

FINANCIAL CHANGES

Transaction Name Handling Department

AE and Cash Dividends Payout (Cash)

PHIL_BillingServices@sunlife.com
Change in Mode
Policy Changes
Policy Conversion PHIL-PCR@sunlife.com
Reinstatement
VUL Fund Allocation CSC Hub Head’s email address
VUL Fund Switch (dependent on the location of the servicing advisor’s branch) (see Slide 17-27)

NON-FINANCIAL CHANGES

Transaction Name Handling Department

ACA Enrollment Phil-PPA@sunlife.com

Assignment of Collateral Security
Change of Beneficiary (Death)
#PHIL-Titles@sunlife.com
Change of Endowment Beneficiary
Release of Assigned Collateral Security
GOOD TO KNOW
Duplicate Notice PHIL_BillingServices@sunlife.com Updating of Home/Office address,
Update Home/Office Address*
contact number, and email
PHIL-ACS-ClientManagement@sunlife.com address can actually be done
Update Contact Number* CSC Hub Head’s email address (see Slide 17-27) directly using the My Sun Life
Update Email Address*
sunlink@sunlife.com client portal.

Comprehensive Guide to Remote Servicing v1.3 | May 7, 2020 | Step 4: Submit Request to Sun Life
 Disbursements and Claims

DISBURSEMENTS

Transaction Name Handling Department

Anticipated Endowment Benefit CSC Hub Head’s email address (see Slide 17-27)
Dividends Withdrawal CSC Hub Head’s email address (see Slide 17-27)
Maturities PHIL-APD-Claims_Inquiries@sunlife.com
Policy Loan CSC Hub Head’s email address (see Slide 17-27)
Refund Phil-PPA@sunlife.com
Traditional Policy Surrender
CSC Hub Head’s email address
VUL Fund Withdrawal
(dependent on the location of servicing advisor’s branch, see Slide 17-27)
VUL Policy Surrender

CLAIMS

Transaction Name Handling Department

Critical Illness Benefit

Death Claim
PHIL_Claims@sunlife.com
Hospital Income Benefit
Medical Reimbursements

Comprehensive Guide to Remote Servicing v1.3 | May 7, 2020 | Step 4: Submit Request to Sun Life
 CSC Hub Head Directory – Manila 1A
Email the corresponding CSC Hub Head to submit these requests: Anticipated Endowment Benefit, Dividends
Withdrawal, Policy Loan, VUL Fund Allocation, VUL Fund Switch, VUL Fund Withdrawal, VUL Policy Surrender

TERRITORY 1 – MANILA 1A

Branch CSC Hub Head Email Address

Birch Claribel Geolin Claribel.Geolin@sunlife.com

Empress Ma Gena Gaspar MaGena.Gaspar@sunlife.com
Green Fir Claribel Geolin Claribel.Geolin@sunlife.com
Hyperion Tree Lisa Marin Lisa.Marin@sunlife.com
Joshua Tree Claribel Geolin Claribel.Geolin@sunlife.com
Majesty Ma Veronica Abello MaVeronica.Abello@sunlife.com
Mulberry Gina Rose Sanchez GinaRose.Sanchez@sunlife.com
Mustard Tree Claribel Geolin Claribel.Geolin@sunlife.com
Myrtle Gina Rose Sanchez GinaRose.Sanchez@sunlife.com
Osmanthus Claribel Geolin Claribel.Geolin@sunlife.com
Phoenix Palm Lisa Marin Lisa.Marin@sunlife.com
Red Spruce Ma Veronica Abello MaVeronica.Abello@sunlife.com
Royal Ponciana Ma Gena Gaspar MaGena.Gaspar@sunlife.com
Tindalo Ma Gena Gaspar MaGena.Gaspar@sunlife.com

Comprehensive Guide to Remote Servicing v1.3 | May 7, 2020 | Step 4: Submit Request to Sun Life 18
 CSC Hub Head Directory – Manila 1B
Email the corresponding CSC Hub Head to submit these requests: Anticipated Endowment Benefit, Dividends
Withdrawal, Policy Loan, VUL Fund Allocation, VUL Fund Switch, VUL Fund Withdrawal, VUL Policy Surrender

TERRITORY 1 – MANILA 1B

Branch CSC Hub Head Email Address

Baobab Ma Veronica Abello MaVeronica.Abello@sunlife.com

Cedar Ma Gena Gaspar MaGena.Gaspar@sunlife.com
Cypress Ma Veronica Abello MaVeronica.Abello@sunlife.com
Diamond Tree* Gina Rose Sanchez GinaRose.Sanchez@sunlife.com
Eucalyptus Ma Gena Gaspar MaGena.Gaspar@sunlife.com
Goldenrain Ma Gena Gaspar MaGena.Gaspar@sunlife.com
Grandis Tree Lisa Marin Lisa.Marin@sunlife.com
Karri* Gina Rose Sanchez GinaRose.Sanchez@sunlife.com
Laurelwood Ma Gena Gaspar MaGena.Gaspar@sunlife.com
Mango Ma Veronica Abello MaVeronica.Abello@sunlife.com
Millenium Dragon* Gina Rose Sanchez GinaRose.Sanchez@sunlife.com
Red Sycamore* Ma Veronica Abello MaVeronica.Abello@sunlife.com
Redwood Ma Veronica Abello MaVeronica.Abello@sunlife.com
Redwood - Cebu Ginafil Laguesma Ginafil.Laguesma@sunlife.com
Rosewood Lisa Marin Lisa.Marin@sunlife.com
Sakura Ma Gena Gaspar MaGena.Gaspar@sunlife.com
Tjikko Ma Veronica Abello MaVeronica.Abello@sunlife.com

Comprehensive Guide to Remote Servicing v1.3 | May 7, 2020 | Step 4: Submit Request to Sun Life 19
 CSC Hub Head Directory – Manila 2A
Email the corresponding CSC Hub Head to submit these requests: Anticipated Endowment Benefit, Dividends
Withdrawal, Policy Loan, VUL Fund Allocation, VUL Fund Switch, VUL Fund Withdrawal, VUL Policy Surrender

TERRITORY 2 – MANILA 2A

Branch CSC Hub Head Email Address

Almond Ma Gena Gaspar MaGena.Gaspar@sunlife.com

Bamboo Lisa Marin Lisa.Marin@sunlife.com
Bluewood Gina Rose Sanchez GinaRose.Sanchez@sunlife.com
Canarywood Lisa Marin Lisa.Marin@sunlife.com
Chestnut Lisa Marin Lisa.Marin@sunlife.com
Evergreen Ma Veronica Abello MaVeronica.Abello@sunlife.com
Genus Pine Ma Gena Gaspar MaGena.Gaspar@sunlife.com
Gopherwood Lisa Marin Lisa.Marin@sunlife.com
Iron Oak Lisa Marin Lisa.Marin@sunlife.com
Jacaranda Ma Veronica Abello MaVeronica.Abello@sunlife.com
Jarrah Ma Veronica Abello MaVeronica.Abello@sunlife.com
Khaya Lisa Marin Lisa.Marin@sunlife.com
Oakwood Ma Gena Gaspar MaGena.Gaspar@sunlife.com
Rainbow Tree Lisa Marin Lisa.Marin@sunlife.com
Sequioa Lisa Marin Lisa.Marin@sunlife.com

Comprehensive Guide to Remote Servicing v1.3 | May 7, 2020 | Step 4: Submit Request to Sun Life 20
 CSC Hub Head Directory – Manila 2B
Email the corresponding CSC Hub Head to submit these requests: Anticipated Endowment Benefit, Dividends
Withdrawal, Policy Loan, VUL Fund Allocation, VUL Fund Switch, VUL Fund Withdrawal, VUL Policy Surrender

TERRITORY 2 – MANILA 2B

Branch CSC Hub Head Email Address

Cannonball Claribel Geolin Claribel.Geolin@sunlife.com

Copaiba Claribel Geolin Claribel.Geolin@sunlife.com
Cottonwood Claribel Geolin Claribel.Geolin@sunlife.com
Crimson Queen Claribel Geolin Claribel.Geolin@sunlife.com
Dau Lisa Marin Lisa.Marin@sunlife.com
Heather Lisa Marin Lisa.Marin@sunlife.com
Ivy Ma Gena Gaspar MaGena.Gaspar@sunlife.com
Molave Ma Gena Gaspar MaGena.Gaspar@sunlife.com
Mulawin Ma Gena Gaspar MaGena.Gaspar@sunlife.com
Palm Ma Gena Gaspar MaGena.Gaspar@sunlife.com
Quebracho Lisa Marin Lisa.Marin@sunlife.com
Raven's Tower Claribel Geolin Claribel.Geolin@sunlife.com
Rowan Ma Gena Gaspar MaGena.Gaspar@sunlife.com
Tree of Life Lisa Marin Lisa.Marin@sunlife.com

Comprehensive Guide to Remote Servicing v1.3 | May 7, 2020 | Step 4: Submit Request to Sun Life 21
 CSC Hub Head Directory – Luzon
Email the corresponding CSC Hub Head to submit these requests: Anticipated Endowment Benefit, Dividends
Withdrawal, Policy Loan, VUL Fund Allocation, VUL Fund Switch, VUL Fund Withdrawal, VUL Policy Surrender

TERRITORY 2 – LUZON

Branch CSC Hub Head Email Address

Baywood Lisa Marin Lisa.Marin@sunlife.com

Cherry Tree Ma Gena Gaspar MaGena.Gaspar@sunlife.com
Coachwood Ma Gena Gaspar MaGena.Gaspar@sunlife.com
Coconut Ma Veronica Abello MaVeronica.Abello@sunlife.com
Coffee Ma Veronica Abello MaVeronica.Abello@sunlife.com
Dragonwood Claribel Geolin Claribel.Geolin@sunlife.com
Magnolia Woods Ma Gena Gaspar MaGena.Gaspar@sunlife.com
Miracle Tree Lisa Marin Lisa.Marin@sunlife.com
Olive Claribel Geolin Claribel.Geolin@sunlife.com
Sherman Gina Rose Sanchez GinaRose.Sanchez@sunlife.com

Comprehensive Guide to Remote Servicing v1.3 | May 7, 2020 | Step 4: Submit Request to Sun Life 22
 CSC Hub Head Directory – Visayas & Mindanao
Email the corresponding CSC Hub Head to submit these requests: Anticipated Endowment Benefit, Dividends
Withdrawal, Policy Loan, VUL Fund Allocation, VUL Fund Switch, VUL Fund Withdrawal, VUL Policy Surrender

TERRITORY 3 - VISAYAS

Branch CSC Hub Head Email Address

Acacia Ginafil Laguesma Ginafil.Laguesma@sunlife.com

Angel Oak Luna Celestial Luna.Celestial@sunlife.com
Bristlecone Luna Celestial Luna.Celestial@sunlife.com
Cinnamon Ginafil Laguesma Ginafil.Laguesma@sunlife.com
Corinthian Luna Celestial Luna.Celestial@sunlife.com
Golden Aspen Luna Celestial Luna.Celestial@sunlife.com
Kingwood Luna Celestial Luna.Celestial@sunlife.com

TERRITORY 3 - MINDANAO

Branch CSC Hub Head Email Address

Apple Ginafil Laguesma Ginafil.Laguesma@sunlife.com

Durian Ginafil Laguesma Ginafil.Laguesma@sunlife.com
Ironwood Ginafil Laguesma Ginafil.Laguesma@sunlife.com
Mangrove Ginafil Laguesma Ginafil.Laguesma@sunlife.com
Narra Ginafil Laguesma Ginafil.Laguesma@sunlife.com

Comprehensive Guide to Remote Servicing v1.3 | May 7, 2020 | Step 4: Submit Request to Sun Life 23
 CSC Hub Head Directory – Visayas & Mindanao
Email the corresponding CSC Hub Head to submit these requests: Anticipated Endowment Benefit, Dividends
Withdrawal, Policy Loan, VUL Fund Allocation, VUL Fund Switch, VUL Fund Withdrawal, VUL Policy Surrender

TERRITORY 3 - VISAYAS

Branch CSC Hub Head Email Address

Acacia Ginafil Laguesma Ginafil.Laguesma@sunlife.com

Angel Oak Luna Celestial Luna.Celestial@sunlife.com
Bristlecone Luna Celestial Luna.Celestial@sunlife.com
Cinnamon Ginafil Laguesma Ginafil.Laguesma@sunlife.com
Corinthian Luna Celestial Luna.Celestial@sunlife.com
Golden Aspen Luna Celestial Luna.Celestial@sunlife.com
Kingwood Luna Celestial Luna.Celestial@sunlife.com

TERRITORY 3 - MINDANAO

Branch CSC Hub Head Email Address

Apple Ginafil Laguesma Ginafil.Laguesma@sunlife.com

Durian Ginafil Laguesma Ginafil.Laguesma@sunlife.com
Ironwood Ginafil Laguesma Ginafil.Laguesma@sunlife.com
Mangrove Ginafil Laguesma Ginafil.Laguesma@sunlife.com
Narra Ginafil Laguesma Ginafil.Laguesma@sunlife.com

Comprehensive Guide to Remote Servicing v1.3 | May 7, 2020 | Step 4: Submit Request to Sun Life 24
 CSC Hub Head Directory – North Luzon ISOs
Email the corresponding CSC Hub Head to submit these requests: Anticipated Endowment Benefit, Dividends
Withdrawal, Policy Loan, VUL Fund Allocation, VUL Fund Switch, VUL Fund Withdrawal, VUL Policy Surrender

NORTH LUZON ISO

Branch CSC Hub Head Email Address

Angeles ISO Ma Gena Gaspar MaGena.Gaspar@sunlife.com

Baguio ISO Gina Rose Sanchez GinaRose.Sanchez@sunlife.com
Cauayan ISO Claribel Geolin Claribel.Geolin@sunlife.com
Dagupan ISO Gina Rose Sanchez GinaRose.Sanchez@sunlife.com
La Union ISO Gina Rose Sanchez GinaRose.Sanchez@sunlife.com
Laoag ISO Gina Rose Sanchez GinaRose.Sanchez@sunlife.com
Santiago ISO Claribel Geolin Claribel.Geolin@sunlife.com
Tarlac ISO Claribel Geolin Claribel.Geolin@sunlife.com
Tuguegarao ISO Claribel Geolin Claribel.Geolin@sunlife.com
Urdaneta ISO Gina Rose Sanchez GinaRose.Sanchez@sunlife.com

Comprehensive Guide to Remote Servicing v1.3 | May 7, 2020 | Step 4: Submit Request to Sun Life 25
 CSC Hub Head Directory – Central Luzon ISOs
Email the corresponding CSC Hub Head to submit these requests: Anticipated Endowment Benefit, Dividends
Withdrawal, Policy Loan, VUL Fund Allocation, VUL Fund Switch, VUL Fund Withdrawal, VUL Policy Surrender

CENTRAL LUZON ISO

Branch CSC Hub Head Email Address

Antipolo ISO Ma Veronica Abello MaVeronica.Abello@sunlife.com

Baliaug ISO Ma Gena Gaspar MaGena.Gaspar@sunlife.com
Bataan ISO Claribel Geolin Claribel.Geolin@sunlife.com
Caloocan ISO Gina Rose Sanchez GinaRose.Sanchez@sunlife.com
Fairview ISO Gina Rose Sanchez GinaRose.Sanchez@sunlife.com
Guiguinto ISO Gina Rose Sanchez GinaRose.Sanchez@sunlife.com
Iba ISO Claribel Geolin Claribel.Geolin@sunlife.com
Meycauayan ISO Ma Gena Gaspar MaGena.Gaspar@sunlife.com
Quezon City ISO Gina Rose Sanchez GinaRose.Sanchez@sunlife.com

Comprehensive Guide to Remote Servicing v1.3 | May 7, 2020 | Step 4: Submit Request to Sun Life 26
 CSC Hub Head Directory – South Luzon ISOs
Email the corresponding CSC Hub Head to submit these requests: Anticipated Endowment Benefit, Dividends
Withdrawal, Policy Loan, VUL Fund Allocation, VUL Fund Switch, VUL Fund Withdrawal, VUL Policy Surrender

SOUTH LUZON ISO

Branch CSC Hub Head Email Address

Alabang ISO Lisa Marin Lisa.Marin@sunlife.com

Batangas City ISO Ma Veronica Abello MaGena.Gaspar@sunlife.com
Calamba ISO Lisa Marin Lisa.Marin@sunlife.com
Calapan ISO Ma Veronica Abello MaGena.Gaspar@sunlife.com
Dasmarinas ISO Lisa Marin Lisa.Marin@sunlife.com
Imus ISO Lisa Marin Lisa.Marin@sunlife.com
Lipa ISO Ma Veronica Abello MaGena.Gaspar@sunlife.com
Lucena ISO Lisa Marin Lisa.Marin@sunlife.com
Palawan ISO Luna Celestial Luna.Celestial@sunlife.com
San Pablo ISO Lisa Marin Lisa.Marin@sunlife.com
Sta Rosa ISO Lisa Marin Lisa.Marin@sunlife.com

Comprehensive Guide to Remote Servicing v1.3 | May 7, 2020 | Step 4: Submit Request to Sun Life 27
 CSC Hub Head Directory – Visayas ISOs
Email the corresponding CSC Hub Head to submit these requests: Anticipated Endowment Benefit, Dividends
Withdrawal, Policy Loan, VUL Fund Allocation, VUL Fund Switch, VUL Fund Withdrawal, VUL Policy Surrender

VISAYAS ISO

Branch CSC Hub Head Email Address

Bacolod ISO Luna Celestial Luna.Celestial@sunlife.com

Calbayog ISO Luna Celestial Luna.Celestial@sunlife.com
Cebu City ISO Ginafil Laguesma Ginafil.Laguesma@sunlife.com
Dumaguete ISO Luna Celestial Luna.Celestial@sunlife.com
Iloilo City ISO Luna Celestial Luna.Celestial@sunlife.com
Mandaue ISO Ginafil Laguesma Ginafil.Laguesma@sunlife.com
Tacloban ISO Luna Celestial Luna.Celestial@sunlife.com
Tagbilaran ISO Luna Celestial Luna.Celestial@sunlife.com
Talisay ISO Ginafil Laguesma Ginafil.Laguesma@sunlife.com

Comprehensive Guide to Remote Servicing v1.3 | May 7, 2020 | Step 4: Submit Request to Sun Life 28
 CSC Hub Head Directory – Mindanao ISOs
Email the corresponding CSC Hub Head to submit these requests: Anticipated Endowment Benefit, Dividends
Withdrawal, Policy Loan, VUL Fund Allocation, VUL Fund Switch, VUL Fund Withdrawal, VUL Policy Surrender

MINDANAO ISO

Branch CSC Hub Head Email Address

Bukidnon ISO Ginafil Laguesma Ginafil.Laguesma@sunlife.com

Cagayan de Oro ISO Ginafil Laguesma Ginafil.Laguesma@sunlife.com
Davao ISO Ginafil Laguesma Ginafil.Laguesma@sunlife.com
Koronadal ISO Ginafil Laguesma Ginafil.Laguesma@sunlife.com
Ozamiz ISO Ginafil Laguesma Ginafil.Laguesma@sunlife.com
Surigao ISO Ginafil Laguesma Ginafil.Laguesma@sunlife.com
Tagum ISO Ginafil Laguesma Ginafil.Laguesma@sunlife.com
Zamboanga ISO Luna Celestial Luna.Celestial@sunlife.com

Comprehensive Guide to Remote Servicing v1.3 | May 7, 2020 | Step 4: Submit Request to Sun Life 29
 Step 5:
Handle files securely

1 2
Accomplish
the Form
Advisor downloads
the Servicing Form
and fills it out with
the client.
3 4 5
Prepare for Client Get Client Submit Request to Handle documents
Review Acknowledgment Sun Life securely.
Advisor emails the Client can sign the Advisor emails the Once request is
Servicing Form and form or send a form and valid ID to completed, delete
client reviews the Client Confirmation Sun Life. Client is all copies from your
form. Email response. copied in the email. personal device.

Comprehensive Guide to Remote Servicing v1.3 | May 7, 2020 | 30

TEMPLATE 1 INSTRUCTIONS: Take a screenshot of the statement above, copy and paste to your email message, and send
to email address of APPLICANT applying for own or adult life insured. Do not include this instruction.

Comprehensive Guide to Remote Servicing v1.3 | May 7, 2020 |