Sun Life Life Insurance Reviews

Had low expectations for this company and was still let down. Customer service is a joke and refuses to resolve even basic issues without consistent complaints. Mobile and web platforms also repeatedly don't function as intended, making constant calls the only way to get anything done with them.

Out of all the group benefits providers I have used Sun Life has been the worst customer experience. The gist of my complaint is they refused to pay the full claim for my contact lenses/eyeglasses because they said I filed the claim 2 days early from the exact 2-year anniversary date. Called 2 times and no resolution was provided. Escalated issue to a manager but was denied access to a manager or the claims adjuster. They could not reimburse me for the full amount or allow me to cancel the claims and resubmit it. CSRs were from another country and it was difficult at times to understand them (English was not their first language).
If anyone has a small business looking for group benefits, please avoid this company at all costs!!!! No point to have unhappy employees. My experience with the other insurers was excellent. A call centre was in Canada or North America. The employees were empowered to fix issues.

Salesperson completely disappeared after we said we wanted a lower premium and coverage. Luckily for us, that meant we went with another broker and got even lower rates.
She was knowledgeable but this kind of work ethic makes me question Sun Life as a company.

I work in a dental office and call insurance companies all the time. Never bothered to leave a review until today. Sun Life always keeps me on hold way longer than any other insurance company. And when I have another call come in, I can't put them on hold for 30 seconds without them hanging up. Even though they tell me I have a minute, they don't care. Worst customer service of any company.

I am one of the employees
They are ok when you are paying them
When you get really sick...
They send you to their “assigned” doctor or psychiatrist and his opinion even if it is wrong is taken into consideration and they don’t respect your own family doctor or your own psychologist, psychiatrist or any type of doctor you deal with because they really don't pay you when you need them, I was extremely sick and they did their best to prove me otherwise, so I needed to deal with my sickness and extreme stress from my insurance paying me!!!

Plus when you appeal they take many months
To reply that it was refused!

I would give them less than one star!

Sun Life is very archaic. Being in the 22nd century where internet access is very basic and common, Sun Life can not provide the simplest customer information on their web portal. No life insurance policy access, no current cash surrender value of life insurance. Once you buy their product, don't expect any post-product service. You would think Sun Life is a large enough company to provide such post-purchase information and service. Beware and look elsewhere to compare.

I got a retirement plan with these people and initially, it seemed to go well. However, I recently left my employer and am in the process of moving to another investment provider.

Expect to be waiting weeks to move money out of the fund. They typically take days to respond to any enquiry. They will randomly phone up and ask "security questions" - you may want to call them back but good luck with that it is almost impossible to figure out how to contact your advisor. Oh right, you *don't have* an advisor.

My fund went from making a healthy profit to drastically dropping in value and I'm left hanging waiting to get the money transferred out.

If you have a problem with Sun Life all you get is the run-around, Dealing with the Sun Life team so far for our family, my experience, really bad service. Really bad. If you have a problem and ask to have it dealt with, many steps to go through, to get to the next step oh you need the final position letter, oh and how do we get that, oh you have to ask the last person that you complained to that did nothing for us but drag their feet, for as long as they could and did nothing. Delay - that's the Sun Life game. Try to avoid Sun Life the worst in the industry, wish we never bought insurance from them. Need final position letter for Ombudsman's office. Scum!

It took me 6 months of back and forth to finally be approved on a disability mortgage... A week after I was told I was approved they had told me more information required! They don’t have the public as their best interest but they are very good at collecting your money!

I have been paying my children's life insurance since 1993. Now I cannot afford to pay it any further, I've been calling Sun Life for about a month now and no one seems to be able to help me with the cancellation. I've spoken to three different employees at Sun Life and they have repeatedly said they will email me the cancellation form. After a week of waiting, they said my email doesn't work but I've had the same email for several years and had no issue like this before. I even gave them an alternate email and still no help. After receiving the form and emailing it back to Sun Life one of the employees called and said she didn't receive it and there was something wrong with both emails apparently and giving me attitude over the phone as well as hung up on me. I think they don't want me to cancel my insurance so they are making it very complicated for me to cancel it and won't allow me to go further with the cancellation. I do NOT recommend Sun Life to anyone! Please help me and not make things so complicated for me! I have been a Sun Life customer for 27 years!