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Frequently asked questions (FAQs)

  • Convenience
    Able to make/receive payment at unconventional locations 24 hours a day, 7 days a week, 365 days a year. Eliminates the need to travel and deposit the cheque at the bank as payments are credited directly into your bank account.
  • Cost saving
    E-payment transaction costs less in comparison to cheque where there are costs incurred such as postage, cheque writing fees and trips to Sun Life Malaysia’s office, bank or post office.
  • Speed
    E-payment will reduce the amount of time that you spend on cheque writing and mailing. Funds are available within 2-3 working days from payment approval date (subject to the recipient bank’s processing time).
  • Security
    E-payment is secured by means of encryption. It is a safe payment channel as you will avoid having to carry cash.
No, you can enjoy the service free of charge.
  • You must indicate in the claim form or inform us when you first apply for a policy/contract. You are required to provide your bank account information in writing or fill it up when you make your claim. The claim form is the document to be submitted with other necessary supporting documents when you make a claim.
  • If you have informed us of your intention to use e-payment when you first purchased a policy/participate in a contract, you must remember to update or inform us if there are any changes to your bank account details. 
  • National Registration Identity Card (NRIC) for Malaysian or permanent resident, passport for foreigner, or business registration forms (whichever is applicable); and
  • Submit either one of the following documents for validation purposes:
    • Photocopy of the latest bank statement or first page of bank account passbook
    • Certified letter from your bank confirming your bank details
    • Details of your account printed from your bank’s website
  • You can assign any of your existing active savings or current account held under your name or a joint account where you are the primary account holder. The savings or current account must be maintained with one of the financial institutions offering MEPS Inter-Bank GIRO (IBG) service.
Payment will be made electronically into your bank account as soon as your claim has been approved. Funds will be made available in your bank account depending on the processing timeline adopted by your recipient bank.

Yes, an electronic notification via email or SMS will be sent to you once the payment has been successfully credited to your bank account. Therefore, kindly ensure your email address and mobile phone number submitted to Sun Life Malaysia is correct and up-to-date.

Yes, you are allowed to change your bank account details by submitting the relevant prescribed form together with the required supporting documents substantiating your request to us. No cost will be charged for this purpose.
If your e-payment transaction is not successful, Sun Life Malaysia reserves the right to make payment via another e-payment attempt or via cheque. Reasons for unsuccessful credit to your bank account can be due to invalid bank account number, closed or inactive bank account, different identification number, or if you are not the primary bank account holder. Therefore, kindly ensure that your banking information submitted to Sun Life Malaysia is correct and up-to-date.
If your e-payment transaction is not successful, Sun Life Malaysia reserves the right to make payment via another e-payment attempt or via cheque. Reasons for unsuccessful credit to your bank account can be due to invalid bank account number, closed or inactive bank account, different identification number, or if you are not the primary bank account holder. Therefore, kindly ensure that your banking information submitted to Sun Life Malaysia is correct and up-to-date.
All monies due to a policy/contract holder in the event of his death will go to the administrators of his estate or his named beneficiaries.
Once you have informed Sun Life Malaysia that you want all your claims to be settled via e-payment and you have submitted the relevant supporting documents, you will not be required to inform us every time you make a claim. However, you must always remember to update your bank account details if there are any changes.
E-payment is the most efficient and safest form of payment. In line with Bank Negara Malaysia’s directive, all insurance companies are required to intensify efforts to cease cheque usage. Hence, please provide your bank account information in order for Sun Life Malaysia to process payment of claims and refunds to you.
  • If you have been blacklisted by banks and are not able to open a bank account, Sun Life Malaysia is unable to effect any payment to you until you open a bank account.
  • If you have been adjudicated a bankrupt and are unable to open a bank account, please seek clearance from Ketua Pengarah Insolvensi to whom the payment can be made and advise us accordingly.
For enquiries, please contact Sun Life Malaysia’s Client Careline at 1300-88-5055 or email to wecare@sunlifemalaysia.com.
Watch the videos below to know how you can be benefited by going through e-payment for your insurance matters:

Video 1 - https://www.youtube.com/watch?v=CQab_ocjDdE
Video 2 - https://www.youtube.com/watch?v=W5QUUlYURVQ
Video 3 - https://www.youtube.com/watch?v=W7U5bLAfmb4&t=18s
Video 4 - https://www.youtube.com/watch?v=DDYNfPmneCI
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Sun Life Malaysia Assurance Berhad
Registration No: 199001005930 (197499-U)

Sun Life Malaysia Takaful Berhad
Registration No: 200501012215 (689263-M)

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