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‘Alexa, do I have coverage for this?’ Sun Life using Amazon devices


January 3, 2020
By Talent Canada Staff

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Sun Life is using Alexa-enabled devices to help employees access benefits information.

The group benefits provider has teamed Ella — it’s digital coach — up with Alexa to help employees do multiple things, including finding a health-care provider, checking account balances and access benefit coverage details.

“We know that our clients want to access their health and benefits information through the channels that are the most convenient for them,” said Alice Thomas, chief digital technology officer at Sun Life. “Our digital journey has been all about listening to our clients, understanding their evolving needs and adopting new technologies to improve their experience.”

Harnessing the voice technology of Alexa, Sun Life Clients can now access details such as remaining balances, deductibles, coverage limits and the percentage covered for each provider type. Clients can also easily check the status of a recently submitted medical or dental claim.

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“Through these interactive tools, we’re working to help empower our clients to live healthier lives,” said Dave Jones, senior vice-president, group benefits, Sun Life. “When our clients access the power of our provider network, we’re making it easy for them to make informed decisions when managing their health and wellness needs.”

Sun Life has been working to introduce digital and mobile technology. The company’s digital coach — known as ‘Ella’ — and its mobile app are examples of how the company is transforming its business by digitizing current operations, creating innovative new models for clients, demystify a complex business and support the important work of advisors.

“Digital assistants make it easier for consumers to get the information they need, when they need it,” said Evan Young, senior manager, Alexa Skills. “This new skill from Sun Life is just another value add for clients and showcases Sun Life’s commitment to digital transformation.”