I have a chronic mental illness that I previously made a claim on disability insurance. At that time, I had a diagnosis from two psychiatrists on my files. Unfortunately, two years later, I had to make another claim on my disability and it has been a total nightmare! The insurance broker made personal comments about my educational background and my file to me that were just plain bizarre. (‘You have a lot of education and ‘your file makes great reading!’) I looked up the background of the broker and previously, he worked as a grocery store manager and a manager of Michael’s store. How is it that people who have absolutely NO knowledge — and in fact, minimal education as well — make decisions about complex medical and mental health issues?!! As some of the previous commenters mentioned, they ask repeatedly for the same information and delay — all in an effort to avoid paying the benefits. I have had to see three psychiatrists who have all made the same diagnosis. And I have made an appeal and they have delayed on that — all tactics on their part. At any rate, I had a discussion with a disability lawyer, so I’m in the process of making a small claims court case regarding damages due to untimely payment should the appeal be approved. If the appeal is denied, I will of course seek a lawyer. In addition, I have contacted RBC Ombudsman office; however, have also contacted the Minister of Mental Health Carolyn Bennett. Finally, I will also contact the head of RBC Insurance and CEO. My case is a high-profile case at the moment, and I will highlight RBC Insurance’s complete mishandling of my case, and literally how they are driving many people further into mental distress, poverty and homelessness during the pandemic, even though the bank has been making record profits. I’m also going to advise my company to change insurance companies as well, as I don’t want this to happen to another employee with a mental illness. Finally, I will ask for an investigation of the broker himself as he was extremely unprofessional with his remarks and frankly, downright stupid.
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Communication is extremely poor, I've been asked to submit the exact same information repeatedly. I've been sent forms and links that cannot be opened, multiple people have attempted to help with numerous computers. The supervisor has never returned a phone call or email. The complaints manager has also not returned any messages or emails. I feel that they are just trying to dig for information to deny my claim for a mental illness. They are causing me extreme financial hardship, prolonging & preventing my recovery while adding even more stress while I'm attempting to recover and deal with trauma, PTSD, anxiety, and other currently diagnosed medical issues. This insurance company takes our money for the insurance but torment and financially torture us when we need it. What's the point of having coverage if it's impossible to collect when you need it the most.
I have been with RBC for a long time, but lately, they gave me a new adjuster who just blatantly denied my claim. No reason, no letters to this date 6 months and running. The manager agreed it was not properly handled yet I am still waiting 6 months later with no money or answers? It is obvious that they are stalling just to starve people. I barely have the money to pay for meds which are keeping me alive at this point.
I don't know how they are allowed to work outside of the law with no one on the consumer's side except for Ombudsman, what a corrupt company.
They are also extremely incompetent, constant late payments, mistakes. It's like they are hiring people with zero experience and training them to lie and cheat people.
I was put on medical leave from work after being on the same job for nearly 9 years. After a brief stint with an STD company, I was informed that my employer's policy was to have me transferred to a LTD policy through their group insurer (which each employee contributes to and is part of after 1 year of full-time employment). We have an HR claims benefits specialist and a Plan Committee who assists with ensuring our group plans are overseen appropriately, and we're always invited to info sessions and quarterly plan meetings to keep up to date. That being said, as soon as you know you need to apply for disability insurance through RBC, ensure you have all the required paperwork, a claims adjusters or claims specialist's name (from RBC) and their contact info, and get all the paperwork completed in as much possible details (by both yourself and your doctors). It took me a couple of hours one day, and an hour a second day to ensure completion of all the documents they requested. Send these off to RBC by fax or email immediately as different jurisdictions have different insurance act limitation periods allowing insurance companies to be able to deny your claim just based on the passage of too much time (usually several months, but this varies based on where you live). You should hear back by way of letter, email or phone call within 7-14 days letting you know they're reviewing your claim and documentation. The RBC claims person will then call you with some questions to assist with the claim review within this time frame. Be mindful but honest when answering these questions by phone. After that, RBC usually takes a few more business days to make a final decision to approve or deny your claim. The claims specialist from RBC will contact you by phone to notify you of their final decision and give you the opportunity to ask any questions you may have. They'll also outline your responsibilities and any legal expectations framed in your RBC Insurance policy you're covered under specifically in order to continue receiving benefits. This is followed up by a formal letter by mail or email also outlining all these items. I don't know about other RBC Insurance products, but the group disability insurance (at least their long-term disability group insurance plan) has been impressive, professional, fairly timely in nature, my claims specialist has been wonderful and very helpful, and I've yet to run into any major issues. I should note that I was NOT a fan of RBC services in general and was very uncertain about dealing with them at all as I had issues with their banking and credit card products eons ago, but I'm pleasantly surprised. If you put in the work (the paperwork, keep your communication open with your claims specialist at RBC, provide them with the requested updates in a timely fashion, abide by their requests and they'll pay for all of the costs), you really should not have much trouble. I should note that having a good doctor who knows you well, hears you when you talk, and who is willing to walk through their share of the paperwork (such as the Attending Physician's Statement) is extremely helpful too.
My experience with RBC Insurance has been one of gross incompetence so far. It has been over 8 months since my company purchased group insurance through them, and I'm still unable to confirm my policy because they are repeatedly asking for information that I've already given them. I tried calling the number on the bottom of the letters they send and it goes to something called "RBC Illustrations Tech Support", which goes straight to voicemail if you indicate that you're not an RBC employee. They have two different return addresses; one on their envelope and one on their letterhead, and the one on their letterhead is a PO Box for the Mississauga Parks Board. It is so incredibly sketchy that I'd assume some scammer was trying to phish me, except that I've called the main RBC insurance number on their website, and after 3 telephone transfers, ended up talking to someone who was able to talk to the people who actually sent the letters. He had no idea what was going on with my case, and for some reason wouldn't transfer me to the people who actually did. Instead, he gave me educated guesses on what to do next, the first few of which I had already tried unsuccessfully. I have had to miss work to go down to the clinic and fill out additional paperwork, which they found insufficient for reasons I had already warned them about before they told me to fill it out. The letters are barely coherent English and contradict themselves factually, which certainly doesn't help me to understand what they're trying to ask for that they don't already have. Meanwhile, they have been charging my company as if I had been covered for the last 8 months. Our company is planning on switching providers this year, and I will never, ever willingly do business with RBC again in any form.
Never sign up with RBC Insurance, you'll need a lawyer to get them straightened out. Bloody shame, will cut all ties to RBC.
In 2015 the RBC on Dundas Street in Toronto fraudulently signed me up for life and disability insurance when I co-signed for my son's PLC. Insurance was neither asked for nor agreed to. I did discuss it in 2013 and declined it with the RBC. I have filed complaints with the RBC, the BBB in Toronto, and the FCAC. No resolution yet. Others are caught up in this scam. The funny thing is that one of the documents the RBC sent me virtually proves the fraud. It took months for the Bank to even admit there was even a complaint process! Do NOT take your business to this institution!
After spending weeks trying to purchase Disability insurance from the RBC broker, and checking and rechecking and being assured that the policy covers lost wages in case of partial disability or loss of work due to injury or illness, I, unfortunately, needed to file a claim three years after purchasing the policy. When filling out the paperwork, I again inquired about the fact that it covers loss of wages, and was again assured my policy does. So after completing the required paperwork, paying my Dr to complete the physician portion out $40! I get ahold of the adjudicator and low and behold I am told that because it is a WCB claim, and that I am still employed and able to perform modified duties, that they will not cover me! The adjuster was very sympathetic on the phone while explaining to me, that I had purchased the wrong type of insurance. and that yes the RBC does offer the type I had thought I had purchased, there is nothing he could do, as I do not meet the requirements of the policy I own. Well, this is the first and last time, I will be cancelling the policy asap, and moving all of my banking to a different bank. I have also lodged a complaint with them about the pushing and pressure sale technique used by the broker in the office, but suspect that this too will fall on deaf ears. DON'T BE FOOLED, the prices might look attractive, but the customer service is just lip service.
RBC disability Insurance today denied my claim as the rep. phoned me to tell me this. She will send a follow up letter and has told me I can appeal this decision. I believe I worked much longer then most people would even of attempted to work mostly due to the fact that I loved what I did so much I would be in constant pain even though I was on pain & anti-inflammatory pills daily. My job is very physical and finally after a third MRI in 10 years showed even more damage then before and my Doctor stated on the RBC form that I could not work anymore the claim was still denied. The rep said an RBC Orthopaedic Doctor said my pain should have resided in 4-6 weeks. I have not worked for 5 months and the pain and restriction in my body movements have not gotten any better at all. I have done everything humanly possible to give my body a chance at being able to endure and hopefully be able to function at all. I have no coverage but have spent a small fortune on physiotherapy and anything I was told could help. For over 10 years I had spent a hour, 7 days a week on exercising but now I can not do most of those due to constant pain. Even though my whole life has changed due to constant pain which is mentally very challenging RBC is of the oponion I should have gotten better.
Do your homework before purchasing disability insurance because I believe RBC will say anything it takes to deny you even though you fully deserve the benefit.
I rarely post reviews but I feel that if you are considering buying disability insurance knowledge is power. I took a medical leave of absence from medical school. The insurance representative informed me of the steps that I needed which were to follow up with my GP. Well after waiting 7 months she told me that I needed to see another specialist. I saw a specialist a week ago and she called a couple days ago...explaining that she determined that I should have recovered in 3 months so she is sending me a cheque for 3 months and has now closed the case. I was infuriated to say the least as they became the judge and juror in my case and determined that I only required 3 months to recover when my physician had been treating me for 8 months.
She said that she had closed the case but that I could appeal it. I thought where is the justice? How can an insurance company charge me $72/month and then when I have a medical emergency and take time off that they decide how long I should be off for.
She then went on to say that because I did not see this other physician after 3 months that they decided that there was no backing in my support. I explained to her and she agreed that she had not told me to see another specialist till after 7 months. I feel really thrown under the bus.
I reflected on my experience with the insurance representative who had keep putting a carrot in front on a stick and saying the money will be coming soon. She claimed that it took 8 months for the physician to send her the medical documents. I told her that she should have been following up on the case and that this should not take 8 months to obtain.
I wonder what is my next step now? Will the appeal work in my favor? Will they continue to take advantage of me? Will they pay me the $14000+ they owe me? Who watches out for the common medical patient from these crooks? How can they continue to be the judge and jury? Will they try to scam you as they did me?
Think carefully before you obtain insurance.