Sun Life Group Benefits Insurance Reviews

This is by far the worst company I have ever interacted with (in any industry, for anything).

They are currently charging me for vision insurance but do not have me in the system. Because they do not have me in the system, they say they can't be charging me. My paychecks say otherwise.

The customer service is slow, rude, and completely unknowledgeable.

They are inexpensive because in this case, you really do get what you pay for. The hours of time you spend trying to fix their mistakes is worth so much more than the money you "save". If you care about yourself, choose ANY other company.

This company are the Kings of no pay. I submitted phsio/massage therapy. There were the secondary provider. I submitted it thru mail!! yes Canada Post. I gave them the Px and the amount paid by Blue Cross on Blue Cross letter head. They denied it because I did not sent the original Px. I got the original from the clinic and sent it to them. Then they denied it because they said they were the seconday provider and they have no proof that the primary provider paid!! I sent them the Blue Cross form which clearly states BLUE CROSS PAYS, and they had the claim filled out online clearly showing the amount Blue Cross paid and they had 20% left to pay. Next they denied it because I reached my max for the year. The max for the year was $500 and I had submitted. It took me 3 months, 6 phone calls, 4 letters/written submissions and they paid me the $28 they owed me. $28!!! And I have since submitted other phsio/massage bills and each time they do the same actions. All the people who work with me get the same run around when they submit expenses. This should be shut down. They like taking my $175 a month in premiums. NO company should have this company as an insurance provider

I had a health plan through my group. Alberta
Took pre-authorization for orthodontal and endodontic expenses separately submitted by each of these specialists.
The Sun Life team approved both the pre-authorization separately.
These orthodontal and endodontic treatment expenses for the child are very expensive and not easily affordable for parents.
Despite the pre-authorization approval received from Sun Life, the insurance company refused to pay an amount of approx 463$ which is approximately 8% of the payment made by us ($10000) for these specialists.

A complaint was registed with Sun Life and case id was issued.
Their customer care representative Mr. G informed me that the pre-authorization approval was a mistake by their team and hence then cannot compensate the amount of $463

I followed up with Mr. G for several months and the case was open. But Mr. G states that he has put a write-off request to his senior management due to the error from Sun-life in the pre-approvals. But his senior management did not take steps.

Despite several follow-ups, Sun Life did not honor their pre-authorization approval and did not reimburse me for the expenses made

Result
Orthodontic Expenses for the treatment by us : $8000
Endodontic expense for the treatment by us : $2600

Pre-authorization sent out separately for the above to Sun Life
Approved pre-authorization amount for orthodontics : $2000
Approved pre-authorization amount for endodontics : $463

When expenses were submitted after treatment, Sun Life insurance company paid only 2000$ instead of the pre-approved amount of 2463$ with further loss of 463$

Experience
1) Despite taking approvals, the team is not professional enough to understand customer concerns and did not honor their commitment.

2) Why the customer has to always bear the loss due to the any lapses of Sun Life medical insurance team.

3) please be careful when you sign up with Sun Life plans and they will tweak the clauses to their own benefit despite preauthorization

4) they collect hefty premium for these plans

5) Sharing this information to all of you so that no other customer should have to face similar things while dealing with Sun Life health and dental insurance

My fiancee was insured with Sun Life through her employer and we had a great package (medic, dental, life). When she lost her job, a Sun Life agent contacted her to offer us to continue with the same package but for a higher price which we found worth it. I gave them my credit cart information to activate the coverage.

When we received all our insurance details by mail almost one month after, we realized that we were not getting the same deal, not AT ALL. There is no way we would ever pay what we were paying for that kind of coverage.

We tried to call Sun Life many times and could only leave a voice message, no agents available. They would not even return our calls! We kept trying week after week after week, on a lucky day we would get to an agent who promised that someone more qualified would call us back. Never happened.

In the meanwhile they kept taking payments on my credit card. We also tried by email and kept receiving automatic responses saying they would get back to us in two days... which of course never happened. The last email we received was saying that our cancellation was under review and that it would be processed within 10 open days. 15 open days later, no answer yet and they took another payment on my card.

This is a real joke, I have never seen such a bad customer service. This is close to robbery. If you can get Sun Life coverage with your employer, fine. But never, NEVER deal with them as a private consumer.

You've been warned.