This Charter is Sun Life Grepa’s commitment to you, our Clients, to provide the highest level of service. It
provides a glimpse into Sun Life Grepa’s client care principles, which guide us as we strive to meet your
expectations.

Service
At Sun Life Grepa, we put our Clients at the center of everything we do. From the time you start
planning for your future and as you move from one life stage to another, Sun Life Grepa is here to
support you every step of the way. Our financial advisors, digital partners, and support teams are here
for you.

For concerns, complaints and/or general inquiries, you may contact us through the following channels:

1) Sun Life Grepa Client Care
For Metro Manila: +632 8 849 9633;
Toll-free number: 1-800-10-SLGREPA (1-800-10-7547372).
Our Client Service Associates are available on weekdays except holidays, from 8:00 AM to 5:00 PM,
to address your inquiries and requests.

2) We Care Email (wecare@sunlifegrepa.com)
Sun Life Grepa will respond to your inquiries and concerns through this channel within 24 to 48
hours from receipt of the email.

3) My Sun Life Grepa Client Portal (https://client.sunlifegrepa.com/portal)
This online facility for Sun Life Grepa clients can help you conveniently manage your Sun Life Grepa
product/s and seek our assistance as needed.

4) Sun Life Grepa PH Mobile App (available in iOS and Google Play)
Our mobile application, like the My Sun Life Grepa Client Portal, may be used to view the details of
your Sun Life Grepa products. You may view app features and download the app here.

5) Sun Life Grepa Client Service Centers You may click here for the location and contact details of
the branches nearest you.

6) Sun Life Grepa Advisors
Your Sun Life Grepa financial advisor can assist you with any concern you may have and in filing your
requests through any of the aforementioned channels.

Alternatively, you may also download the necessary forms here. For additional information on claims,
you may click here.

Transparency
As your partner for life, Sun Life Grepa values your aspiration and dedication to reach your financial
goals. We strive to provide you with accurate and accessible information so you can make an informed
choice as you avail of our financial products. We disclose the benefits, features, and exclusions of the
products.

You may review and return your policy to Sun Life Grepa within a specified period, called the Cooling-Off
Period, should you decide that the policy does not meet your needs or expectations. If the policy is
returned within the Cooling-Off Period, Sun Life Grepa will cancel your policy, or coverage as in the case
of Group products, and you will receive payment in accordance with what is written in the policy or
proof of coverage, whichever is applicable. The Cooling-Off Period feature applies to certain products.*
Kindly refer to your policy or proof of coverage for details.

*Variable unit-linked insurance products, health insurance products with exclusions for preexisting
conditions, and group insurance products offered online

Data Security and Privacy
At Sun Life Grepa, we value your privacy. You are not required to provide personal data to use our
websites, unless a feature requires it. In such cases, Sun Life Grepa has physical, electronic and
procedural safeguards in place to help protect your personal data from improper access and
unauthorized use. Examples of these are passwords, personal identification numbers, and data
encryption.

On some of our websites, we may use online data collection tools to improve functionality, enhance
security, evaluate the effectiveness of our websites, and advertising campaigns, or provide visitors with
a customized online experience. For more information about our use of cookies and web beacons and to
know how Sun Life Grepa safeguards your personal data online, you may visit our Legal, Security and
Privacy Information page here.

Sun Life Grepa recognizes and values your data privacy rights, and we seek to uphold them in
accordance with applicable laws and regulations. We adhere to the principles of transparency,
legitimate purpose and proportionality in processing personal data. We are committed to implementing
reasonable and appropriate organizational, physical and technical measures to protect personal data
against any accidental loss or destruction, unlawful access, fraudulent misuse, unlawful destruction,
alteration and contamination, and unlawful processing. For detailed information on how Sun Life Grepa
protects your rights on data privacy, please see our Privacy Policy Statement here.

Consumer Protection
Sun Life Grepa, with Certificate of Authority Number 2022/42-R, is a life insurance company duly
registered and regulated by the Insurance Commission.

The Insurance Commission is the government office in charge of the enforcement of all laws relating to
insurance and has supervision over insurance companies. With offices in Manila, Cebu and Davao, it is
always ready to render assistance in settling any controversy between an insurance company and a
policyowner relating to insurance matters. Concerns may also be referred to the Insurance Commission
through contact channels available on their website at https://www.insurance.gov.ph/.

Bill of Rights of Policyholders
Sun Life Grepa commits to uphold the Bill of Rights of Policyholders under the Insurance Commission’s
Circular Letter No. 2016-30 which you can view here.

Complaints Handling
For details on how Sun Life Grepa handles complaints, please click here.