Sun Life Health Insurance Reviews

My wife & I are retired and had our health private health coverage with Sun Life. As of Feb 1, we switched to another company (very similar coverage and $96/month cheaper). I found a Sun Life cancellation form on a Sun Life site online, completed it and faxed it to the number given, I also put a stop on their automatic withdrawal at my bank effective Feb 1. They tried taking money out & were rejected. Meanwhile, my pharmacy screwed up & continued billing Sun Life in Feb until I found out about it & straightened it out with them. I emailed Sun Life's customer service department that looks after private health, explained what had happened and asked again that they cancel my policy. Today I got a letter saying they would take 2 payments out on March 1 to make up for the missed one. I called the number provided in the letter (as I don't want my credit to take a hit) to straighten it out. The young lady on the other end may as well be a robot. She asked if I got the welcome package when I signed up. I said I had. She said there is a toll-free number to call to cancel. I told her that I have a speech impediment (which should have been obvious to her anyways) and I sometimes find it hard to communicate over the phone. I told her how I found their cancellation form on their site and used that. She asked what phone number I faxed it to. I read it off to her and she says "that's not our number". I told her I can't be held responsible for bad information on their site! She kept going back to the phone number in the welcome package. We did this dance for 10 minutes until I asked to speak to a manager. She took my info and said they would get back in 24-48 hours. She said if they had covered any medicines during this time (which they did because of my pharmacy's screw up) then I would be libel for that month of coverage. I told her that was insane. I would happily pay back any amounts they had paid. My premiums are $323/month and they paid out a little over $100 for my medicines. I am not expecting anything from the manager other than what the robot told me. If I had the money to fight this I would on principal but since I don't and want to keep my credit score good I will probably pay the extortion demand.

Email or by phone they really don't help. On the phone, they're in a rush to get rid of you and email they don't respond to any of the questions you ask. Ended up having to ultimately take my own time off, I hope I never have to deal with them again.

The company I was working for closed the business and all employees made redundant. This was in August 2018. Despite the claim being made in July 2018, the first contact to advise that no payment would be made was the end of February 2019! Denial of claim, then numerous calls and it took three calls to the call centre (offshore of course), and 10 days to get a call to advise no payment. Awful service! I was advised that as of mid-July 2018, due to administrative issues, all claims had been suspended. Why so long and so many calls/faxes/online claims to get the answer? 7 months is astoundingly poor service!

This last call I made to Sun Life just had me fuming with the way I was being spoken to after being polite and asking for information. The person on the other line did not listen to what I was saying, which was a very simple question about my coverage. When she finally answered my simple question, I was obviously disappointed with the way she handled my call and said thank you only to be hung up on. Very discouraging to call in for information.

Sun Life has unfortunately been the benefits and insurance provider for both my current and past employer. I have not had worse consistent customer service from any organization in my life, than Sun Life. Congrats - this is quite an honour. In summary... - Their website was designed in 1995 with hidden areas, cross-links, broken links. - Their phone system was developed shortly thereafter...disconnects, connects to the wrong dept., need to enter in your login and password multiple times, only to have to provide it to an agent, when they eventually answer - Escalating calls to a "manager" is a painful experience...don't expect someone to hear you or listen - Their benefits and financial services depts. don't talk to each other, can't help each other, which is a problem given they have a one-window access into both. - Sending a message on their system is like sending snail mail to Santa - expect no response, and if one comes, it's by next holiday season. - Benefits routinely incorrectly assessed. At least once per year for the last several years, I need to bring a manager in to fix the problem. I'm assuming that they are the lowest cost provider, which is why employers select them, however, the dismal experiences over so many years should scream to employers who care about their employers and their associated benefits to look somewhere else. Sun Life feels like a dinosaur who will eventually, at some point, go extinct.

They make things up to try and get you drop your claims and customer service people are rude from the first call...

This is not the first time I am calling Sun Life customer service and each time the representative isn’t helpful at all, they are short, almost rude and not willing to explain anything. My claim got denied and I called to find out why. I was told my claim online was missing information. When I asked if I missed any fields, I was told that I should mail out the claim instead!!! The rep didn’t want to tell me if I had missed any fields. Then I had to wait a few minutes to get a mailing address and the rep then went quiet!!! The worst experience ever!

I am only with Sun Life as it is my husband who has their benefits through work. But I would never choose them if I had a choice. I had a claim I submitted with them, checked that it was indeed something covered by our benefits before going to the service. I submit the claim with my backup and get told it was denied - so I call in and first I get this extremely rude employee screaming at me on the phone and telling me over and over that it was denied because they are my husdand's insurance and not mine to use (though I am on the policy and know that I am under him on the insurance), he wouldn’t even listen to me, so I hung up and called back - spoke to another lady who put me through to her manager, who told me she couldn’t see why my claim was denied but that I needed to get the person who completed my service to call in with their information (though they had their registration number and all nesscary information.) I did so and had the person call in - waited forever to hear anything back about this and in an email, they say that they will reimburse me for this claim - great! But of course not, the reimbursement still hasn’t come yet and that was over a month ago, I called in to see what was going on and was told they won’t speak to me about anything. My husband needs to call and though my service came to $245 (and we were covered up until $300 per service), they are only reimbursing $100. So I’m just fed up at this point and say save your money. If you don’t have to go with Sun Life, don’t.

The staff is the worst. I do not even know how they are working there. When I called them, they only said, wait.. They let you waiting on the phone for long, then they are back and I was told I will pass to the case manager. I have been waiting for a dental disbursement for more than 3 months and so far nothing. I got a call from the "supervisor" - such poor communication. It was hard to understand what he was saying. I called one of the customer service and play the message for him..the customer service just jump to ask..what can I do for you...Don't give the money to this company...for me because I have no choice my workplace is the one paying for the benefit...Don't give money to these people who doesn't care.