Sun Life Health Insurance Reviews

This is the worst insurance company I have ever dealt with in my entire life. The reviews could not be any more true, they make your life difficult and frustrate you to the point of tears so they don’t have to pay out for legit medical emergencies. When I follow up somehow the chat always “breaks” when I start to ask questions about my recent claims. These people should be ashamed of themselves.

I've been with Sun Life for over 8 years ONLY because it is the only option my organization offers. If you have literally any other choice take it. They make it very difficult and confusing to make claims. I'm guessing they just hope people give up so they don't need to payout. The website requires 2 different access ID/certificates to get into and for some reason, my password is constantly reset (without my approval) or the account is locked and you need to call the phone line. The phone line connects you to the UK which can't access your info if you live elsewhere. They then transfer you to an automated line that has a ton of very vague options for you to choose from. You are then on hold for a long time (every time I've called) before you get to talk to a person. You are asked to confirm your identity and I think I have given every single bit of information I have... Only to be denied access because the email that the claims are sent to us different than the one I registered with. More to follow on this... I am covered by my company under a different medical plan. The "benefits" are for my family. Other than being the name on the plan I have literally nothing to do with it. I am away in remote locations multiple times a year and unable to access my Sun Life. All my claims are for my spouse or dependants. The only person who is able to access and approve the claims is me. I have asked and they will not let her access, change, make claims, or do anything on the account. Again, I could be gone up to 8mo a year. Without getting to personal, my spouse has had major life-changing surgery. The claims we make are very straight forward with lots of information (from doctors) to back it up. Sun Life fights tooth and nail with us on every claim. There is always a loophole or a fine print on why they can't pay it. Most of the claims can be submitted online... But if they decide it is questionable (all of them) then you need to physically mail in receipts etc. It's 2020, which is completely unnecessary and again just a deterrent. To summarize: - They deter members from making claims - will fight over every claim - customer service is atrocious - benefits are expensive and provide less than competitors - beneficiaries have no access whatsoever I would never recommend Sun Life to anyone and would switch in a heartbeat if I was able. Look elsewhere.

I have had a few issues come up in the past month. My son has had issues that we had to get resolved, I was not informed that a specialist fee was not covered. I had a claim that was told they cover 100%, but now I'm paying almost 400 out of pocket. Fine, I agree if I didn't hear correctly I will admit my wrong, but they kept passing me by saying 3-5 business days, then another 2 business days etc.... I wanted to speak to a supervisor, supposedly they don't have those?! Okay, wasted my time. 5 minutes later Ty (the individual I was talking to) states, "ohh it says here they have reviewed it on the 25th and the correct information was provided to you." Okay, so if that is the case, why have I been talking to you for 18 minutes and you kept wanting to pass me off, why couldn't this be told to me on the 25th of January, or the second time I called on the 30th, or even at the beginning of this conversation? She then states she was just told she could disclose it now. Okay, by who?! A supervisor, I want to speak with one! Okay fine that is a lost cause, now I have another issue and again I have to wait another 2-5 business days.. like what is happening?! I'm losing money left, right and centre, I might as well just cancel the insurance and pay out of pocket.

These are your typical insurance crooks. They take a huge amount of money to 'cover your needs' but when you need to be covered, they treat you like a criminal. My child went unconscious and someone called an ambulance to have her rushed to the hospital. Long story short, my claim (which is 100% covered by my policy) was rejected 3 times because they didn't read the receipt properly and said there wasn't adequate information on my GOVERNMENT ISSUED receipt. Their story changes every time and now they tell me I have to handwrite the address of the hospital where she was rushed to and resubmit it for the fourth time. RIDICULOUS!!!

I have group benefits with this company and it's been a nightmare since day one. I mailed my claim forms to them that consisted of four documents. They separated them and entered my ONE claim as two. So I was told all my information is missing but it wasn't...they made the error. I spoke with someone who told me they fixed it and they would resubmit it for me. I hear nothing from them for two weeks, so I followed up to find out that it was rejected due to a date missing (had the month but not the day) on my receipt even though all the other forms submitted with it had the date electronically printed on them. I was asked to get a new copy and then use their stupid mobile app to resubmit the receipt. I did that. Hear nothing again. Follow up again and was told my information is missing...the SAME first problem was never actually fixed on their end. So I'm told to resubmit the same form again with a new reference number. I ask why it's needed because they have it, and they were incredibly rude and were just sending me their list of auto responses. I disconnected, and spoke with someone else who told me I could go on their website and just enter the claim amount - easy peasy...WHY DIDN'T THE OTHER ELEVENTY BILLION REPS I SPOKE WITH TELL ME THIS?!?! I'm incredibly reluctant that this suggestion of entering it online will work...but it's another waiting game, I guess. Save your time...save your employees' time and do not use these guys. They are just awful. You have to follow up all the time, otherwise, you won't know what's going on. They do not communicate anything to you. Of course not, right? Why would they want to reimburse you money? Apparently, to them, that's not what benefits are for...

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!

If you try to make a large claim (say for a few months of medical claims), it is impossible because you will be logged out automatically after 8 minutes and an error message will say "logged out due to inactivity" as you are entering the data. That is not inactivity. Then you will get on the chat line for customer service and see you are number 75 in the queue and after 40 minutes, the chat will start and after 1 minute you will (guess what?) be logged out for inactivity as you are typing.

I have a public health plan with them and I dread every time I have a claim. Use Blue Cross, much better service. Very onerous process and forms. Seem to do everything to dissuade from claiming benefits. Rude staff.

I've been paying premiums for myself and my wife for years, when I actually need their assistance ...they take 3 weeks to answer your claim (online) and refuse to pay because my wife's provincial health insurance was not valid at the time! I mean that sucked but we thought we were all right until it got sorted because I freaking pay for insurance as well... What's the point of paying for insurance if they refuse to insure you? **Garbage company, looking to leech off of your bank accounts!

I submitted three claims for prescription drugs ranging from $46-72 dollars. I was given $3 back in total because senior claims manager said the reasonable and customer cost of my prescription was $1. WHEN WAS THE LAST TIME YOU BOUGHT PRESCRIPTION FOR $1? He suggested that I shop around. Going back to Great West Life. Sun Life in my experience is the worst insurance provider for a group. Recommending my employer change providers.