Sun Life Health Insurance Reviews

Since I got a new employer, I had to switch to Sun Life. I have had nothing but huge problems with them. After months of paying for a family plan, my fiancé had dental work done only to find out we had to pay all money out of pocket because Sun Life was saying that we were not covered. After many many calls with them, they finally saw that we were in fact covered and had been this whole time. Fast forward 5 months later and we still have not been refunded the money. They are now trying to claim that they paid us out. Incredibly rude cutting me off when I tried to explain what had happened. They do not listen, do not refund or properly cover you for multiple claims. I will be cancelling my coverage and will never deal with them again. I will go back to my previous insurance company which is wonderful, respectful and I never have issues with. Sun Life, maybe you should treat you clients with respect as we pay for the seats you sit in.

My mom died on February 22nd. We went to the funeral home, filed paper work the next day. I contacted Sun Life about my mom's claim on March 20th to find out they never picked up a phone to call the employer to get the employers' documentation. They only emailed the HR rep on the 15th of March. They said they couldn't tell me, but someone to call them. The employer told they never heard from Sun Life. Not until I requested to speak to a manager at Sun Life due to this lack of communication and professionalism. The employer had to send a stack of papers from over 20 years ago when my mom took at the policy. I then had to complete documentation almost every time I heard from Sun Life because they stated they couldn't verify the beneficiary, and myself and brother signed multiple forms to confirm we are the only living next of kin. They also kept changing their story about what was needed for review and couldn't give an eta for the review process. Every time I asked why - well this is our process not we're sorry for your loss, we're to help you through this difficult time. They even tried to blame the employer for not getting the confirmation of beneficiary when the policy was taken out when that's their responsibility for their policy they provide, not the employer. They never give the correct information to the funeral home of Status of the review for them to get paid. I just now got paid. Unfortunately. I can never recommend this company to provide any kind of benefits to my employees if I actually cared about them.

Applied for health insurance. Didn't have any response after 2 weeks. Called to customer service and was hanged up. Don't use this company for any reason.

I have SunLife dental through work. Visited my dentist and received a bill, so I called SunLife to ask what is up. Was told my dentist was out-of-network even though online he is listed as in-network. They claimed the website is not kept up to date and that I should call to verify network participation before being seen. So then I ask why my cleaning was not covered 100% even though my benefits list 100% coverage for both in and out of network for cleanings. I was told there is a maximum amount they cover, but they did not know where that number came from, only that it is printed on the explanation of benefits, and that I can always have the dentist pre-authorize work to have a complete understanding of what charges will be. So now for every dental visit, I am expected to call SunLife to verify dentist participation and then have my dentist pre-auth the work being done. What kind of chaos is that...

I recieved a phone call from a health insurance agent. We went through some options, I had some questions. I decided that none of the plans were right for me and politely told the broker so. He proceeded to yell at me over the phone and wouldn't let me get another word in- I promptly hung up the phone.

I phoned Sunlife HR to file a complaint and was transferred 3 different times before someone told me there was no department to make a complaint like that.

I am in the processing of electing new dental coverage through a new employer and Sun Life is the only option available for me. In order to ensure the basis of coverage for In network and OON since they are listed as the same coverage amounts, I called Sun Life to ask some basic questions pertaining directly to that. The specific question was about TYPE III level services such as in my case a crown I will need. The plan states that it covers up to 50% of annual maximum regardless of the provider being in or out of network. Based on what my dental office stated they could potentially submit charges that would result in not a full 50% being paid. The office did not include or exclude any provider on the basis of network which didn't help me answer my question. My next step was to ask Sun Life directly how that would work, the basic question being does Sun Life pay the 50% on their end before I pay my remaining 50%. The associate at first handled the question well by telling me what my dental office told me which was to get a predetermination once I was insured. She eluded to "coding" in the office potentially excluding coverage but didn't specifically state that it wouldn't be covered. I asked if they were contracted amounts and how that was enforced when handling billing for OON providers. Once I asked this and pushed the topic further she told me she could not discuss anything regarding coverage since I am not a customer. What this said to me was that Sun Life didn't want to answer my questions specifically to ensure my satisfaction as a potential future customer. There was nothing wrong with what I asked and I was prevented from asking for further information about it. I then asked for a supervisor and she insisted that I could only receive a call back. I insisted back to wait on hold to speak to them. 3 times during that exchange, after I asked for a supervisor, she said she couldn't hear what I was saying based on it being "muffled". After I asked her name she then asked for my name, becoming authoritative as if she felt attacked by me for asking questions and requesting a supervisor. I waited patiently on hold and she returned within 1-2 minutes stating there was no supervisor available. I left the call in frustration. It is extremely concerning how some providers operate, such as Sun Life. Based on customer service, I can confidently say that her approach and response to my questions and denial of allowing a supervisor to intervene shows that if you are able to avoid this company for dental coverage then you should. No one should be treated with disdain for asking basic questions regarding coverage and expecting clear answers.

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.

Service is ridiculous! They do not deserve to be in business. A lady just answered, I wasn’t fast enough to get the number she requested so she just hung up.
Despicable attitude and service.