Sun Life 2012 Annual Report Download - page 9
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One characteristic of a high-performance organization is the belief that you can, and indeed have
an obligation to, improve the environment around you. For us, this has meant playing a leadership role
in shaping the Canadian debate on Pooled Retirement Pension Plans and working with plan sponsors
and provincial governments to reduce drug costs. It meant making our case in China to access
Rmb-denominated bond investments needed to meet demand for Rmb-denominated insurance
products in Hong Kong. And it included us making a $5 million commitment to support transfor-
mational diabetes research that will help combat what the World Health Organization calls “the
epidemic of the 21st century.”
We can’t control interest rates or equity markets, but we can control expenses and we can improve
productivity. We are searching for productivity gains in every aspect of our business – making the
necessary changes to do things faster, better and cheaper while improving quality. Happily, doing
it faster, better and cheaper almost always leads to a better customer experience. Here’s a simple
example: in 2010, we mailed 12 million paper cheques to pay health and dental claims in Canada.
By increasing the use of direct bank deposit, we were able to reduce that to seven million last year,
and next year our target is four million. Customers, shareholders and the environment all win.
LIFE’S
BRIGHTER
Sun Life Financial Inc. Annual Report 2012 7
Chief Executive Officer’s Message