Sun Life Life Insurance Reviews

We bought insurance and financial products from Sun Life in 2010. Their subsequent communications are an ongoing Gong Show. Thousands of words, very few numbers, no transparency at all. Another example just came in: a letter informing us that “the monthly cost of insurance of $140.62 exceeded the fund value in your policy on Nov. 18, 2017, and a minimum payment of $75.27 is required.” We called our very experienced agent (again) to ask about it and got back 2 long emails full of details about our various accounts without clarifying anything at all. Some of the details were flat wrong. We called him again this morning and had to rein his complicated, jargon-loaded, often erroneous explanations in several times before he finally realized what the “fund value in your policy” meant and that the $75 payment was going to disappear anyway when we make our regular annual payment. Our agent pointed out that people commonly lose track of the complexities of their Sun Life policies and other accounts. Well, duh. I asked why, since the company is obviously aware of that fact, their communications are ALL so obtuse as to make their customers feel too stupid to follow what is happening with their investments? No answer. He also had no answer for why his calculations about this matter do not match those of the letter. Sun Life is a Gong Show as far as customer communications and transparency are concerned. The only reason we have not closed our accounts with Sun Life is because none of the 3 tiers of customer service we have contacted can tell us what it will cost us to do so. As far as they have been able to show us, our investments with them have paid less than 5% returns during one of the most profitable markets in the history of the world. We would not trust Sun Life to carry our lunch around the corner, and are chipping away at an escape hatch.

My dad died 2 months ago, claim for funeral cover was made 2 days after. We are still waiting for the funeral money to be paid. This company uses delay tactics to avoid paying out - asking for death certificate to be sent twice, then stating executor of will needs to be changed 8 weeks after original claim. We now have to re apply for money. Disgusting service to grieving family. Luckily our funeral director is understanding otherwise we would have problems. AVOID - I could scream when I see those cringey adverts. Not a good company.

I had 2 life insurance policies (one company provided and an additional supplemental policy). I decided I no longer needed the supplemental policy and called mid-November to cancel it. I'd already had numerous problems with this company with billing issues on the company provided policy and had experienced months of run-around. I found the same problems in trying to cancel a policy. First of all, you have to wait forever to get thru to them on the phone. Then you are told you need to email your request, complaint, question, etc. to a generic email address. The emails go unanswered. Follow up phone calls get you nowhere. After 3 emails and a threat to complain to my state insurance board, I got a response that my request to cancel my policy was "under review!" I had prepaid for the quarter and called to cancel about 6 weeks into the quarter so expected a pro-rated refund but since they have to "review" my request, they have now dragged this out thru the quarter. Ridiculous! If I want to stop doing business with your company, what is there to "review"...it's not even a claim! And now I am getting the runaround again on the remaining policy I hold with them because I want to go from quarterly payments to monthly so that when I find another policy thru another company and cancel with Sun Life I dont' lose 2 months worth of payments! There is no way to change your policy payment schedule on their website, and a call, when I finally reached a representative resulted in being told to email my request. I flat-out told the rep I refuse to go thru the email run-around again and mailed them 1 months payment with a 7 page complaint letter, including all of my unanswered email threads from previous problems. Avoid this company. I realize from the poor way they treat customers that if my family had to file a claim on my life insurance, they would be treated the same way and face months of stone-walling and being ignored!

The person passed away before Sun life Insurance sent the payments to her. So according to the policy, they have to pay 30 times the monthly amount to the surviving spouse or, if there is no live spouse, to their single children under 21. Well, she had a spouse and Sun Life insurance only paid 6 times the monthly amount she was entitled to received. We are still going back and forth with them trying to make them pay

Appalling service don't waste your money with this load of cowboys. My father passed away 7 weeks ago and started the claim process the following day to pay for his funeral still waiting for the money he's paid on time for over 5 years. Service is slow, delay tactics are used . Complaints team respond with assurance it will be dealt with promptly and still nothing. So the bit about taking the stress away from your loved one is complete rubbish! They've caused additional stress for the last 7 weeks. Put the money under your floor boards for your funeral as looking at reviews watch dog say it's likely you won't even get as much as you have paid in over the years!

It's been 10 months since I submitted a request for life insurance payment from Sun Life. After 3 months of calling writing letters etc. I have finally been denied. I filed again and was denied again, I then filed again and was denied. The reason for denial was that Sun Life states that my deceased wife didn't submit a document called "EVIDENCE OF INSURABILITY". This document was never requested nor has any mention of it been made by her employer. I have hired a lawyer that specializes in this area but have still even denied. I am not satisfied with this lawyer either but that's another story. This EVIDENCE OF INSURABILITY document states that you have no disease that would cause death within 3 years of the start date of the policy. She got cancer 4 years after start date. I contend why worry about the document since it's been 4 years. Of course Sun just sees a chance for denial. Today is May 20th 2017 she passed Aug 16 2016 and I'm still fighting. My next course of action is to sue in federal court, which I plan to do. I will not give up until I have collected

Email just sent to "our" Sun Life Agent:
I'm looking at a June Segregated Funds Policy Statement and find myself chafed again by the convoluted non-information that we have received from Sun Life about our investments.

I shake my head at the sentence: "Please be assured that your segregated fund contract issued by sun Life Assurance Company of Canada continues to provide guarantees to help protect you against volatile markets." We feel no assurance, and Sun Life has been either unwilling or unable to show us a clear, simple record of money invested, interest payments and rates, withdrawals, and running balance(s).

It's a stunning failure, and we are very, very disappointed.

The worst experience one may have in obtaining a life insurance claim. Company's strategy is to create every reason for not paying your life insurance claim. Staff are very incompetent, lacking knowledge of the process and no respect for their customers.