I'm trying to contact Sun Life a few times. By phone, I used the app to call for "priority service " they say. After 45 minutes of waiting on the phone, I hang up. I tried the Chat on the computer I was the 9th in line waiting. I closed the chat since then the Chat service unfortunately is not working. And yes I was able to leave a message in a voicemail I kept from a previous request. After a week nothing! Shame on them!
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The stress to have to deal with finding out your medication is not covered or required pre-approval is insane. Despite receiving a fortune from the employer and employees to provide coverage, they get away with a lot of not covered items.
I called Sun Life health insurance before having my AMH blood test done, to see if it would be covered by my insurance plan. The representative said that it would be covered at 80%. I went ahead and had the test done a few days later and paid $108. I got a receipt as I thought that I was going to be reimbursed the 80%. I submitted the claim online with the receipt to Sun Life. I checked online on the claim and was shocked to see it say that this expense was not covered by my plan! I called and spoke to another representative and she said that it was covered 80% only if I went to a commercial lab and not a fertility clinic. WOW. What a scam. I looked up commercial labs and it said that all labs are considered commercial as long as they used commercial tests. What a joke and a great way not to pay out benefits. Next time I will get it in writing. Very frustrated and annoyed.
It's hard to get hold of customer service staff. Then once you get hold of them, they cannot even provide you with any assistance. Full of sorry words on your conversation with them, as they said that they only have limited access. It's funny that Sun Life Health created a Costumer Service hotline and yet those people cannot even help nor assist. They have limited resources and limited access, what's the point of having that Department? As for Health care providers, they only have 30 days to backdate the claim, but if you cannot get into their portal, they advise you that you will wait for 10 business days for the supervisor to call you (at the time and day of their choosing), then if you missed their call, you need to call the Customer Service Representative hotline again, and you will wait another 10 business days again until you lose your 30 days allotted to file a backdated claim. What a real pain....
I am extremely frustrated at long wait times to speak to someone, and absolutely stupid answers provided to questions. If you don’t know say “ I DON’T know” I would certainly respect you a lot more for it. Why is there higher call volumes….75 %of things are done by the customer online. Personally if people on still working from home it’s time to find a way to manage the work getting done more closely. Clearly, by your 1-star rating, you don’t care about customer service.
So far 4 weeks and they have me jump thru hoops paper work is awful been paying into this for 15 years..all about the money they don't care about you as they would make it less stressful especially when you are going thru a hard time and injury.. No wonder people are suicidal.
Every experience with Sun Life has been nothing but horrible. I hope that everyone that answers the phone has a really bad day because they always know how to ruin my day.
We closed a term policy with Sun Life that had a cash value of $2500 with our advisor who had visited our home. When I contacted Sun Life about accessing those funds to use for our daughter’s RESP, I was told that only $943 was left of the $2500. I told the Sun Life representative that I wanted the full $2500 and that I wanted to cancel all of my policies with them effective immediately. She argued with me and said that I had to write to Sun Life to cancel any accounts. I told her to cancel them immediately. Sun Life completely drained the remaining $943 and never did cancel anything. I have spent months waiting for Sun Life to finish investigations regarding this issue. I received a phone call today from a completely new individual from Sun Life Quiet Relations informing me that there is nothing they can do. This individual couldn’t quite understand my degree of frustration over what she said was such a small amount of money. I told her I wanted to cancel all of my policies with Sun Life. She stated that she would mail me the necessary forms to cancel my policies. I was never offered or sent these forms when I requested the cancellation of my policies previously. This insurance company is disgraceful.
Throughout my adult life, I have dealt with many coverage providers. Sun Life has been a nightmare from the beginning. Their app and their website are down more often than it is up. Half the time you can’t connect to the chat option. It seems like the default is them denying your claims and then you have to jump through hoop after hoop after hoop to get it covered. They denied a claim for my husband and asked for extra information (even though I filled out all the paperwork and provided them with every single thing my dentist gave me ) and when I went to the dentist to get the extra information the dentist was totally confused as to why I needed more information than I had already provided them. This company is a complete joke.
I broke a tooth so I went to the dentist. While I was in the office, I also got my teeth cleaned. I am covered 90% for emergency examinations and cleanings, which is what was submitted in my claim. Sun Life decided that since I had cleaning on the same day, I cannot possibly have had an emergency, therefore I was randomly eligible for only $38 out of the $144 I paid for the emergency exam.
Have talked to two representatives so far. Each one has a nonsense explanation that is inconsistent with the other and seems deliberately cryptic (something about a "recall" exam). They have no clear instructions on what I can do about it, and I seem to need to become an insurance expert, then coach my dentist through the complex correction procedure. I guess Sun Life would rather pay for 10 hours of call centre service than cover their customer the $70 or whatever I am owed. Life is pain under the Sun.