Sun Life Health Insurance Reviews

Just send us ID cards. Email them if you have to, but stop this nonsense of making every damn customer jump through hoops, so you can save pennies on cards. I wasted two hours of my day getting my member ID number with website issues and slow customer service. Didn't end up with the info in time for my dentist appointment.

For a $215 dental bill for a filling and restoring a cracked tooth, they paid $19. I went to their webpage and put in my contact information so they could call me. Kept receiving an error that the phone number was in the wrong format. Tried every format except Roman Numerals and could not get past that error. Very handy error if you don’t want to talk to your customers. I wish my company hadn’t changed to then from the other insurance.

Horrible company. Refuses to pay claims. It costs more to to have them, then what they will pay for. The worst.

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.

Called their suport line, to get a poorly trained rep who gave incorrect information and basically wanted to just get through the call, and not research the issue with the claim rejection. This person advised I needed to fill out a "PDP form" from the pharmacist and then give it back to the pharmacist. I live in BC and no one in BC (Pharmacist or Doctor) knows what a "Provincial Drug Plan form" is.
Called back as this drug was covered previously and asked to discuss with a Supervisor, as the Sun Life first line of call takers are basically useless.
When the supervisor called me back she was not well informed on their protocols as she had no clue what she was talking about but advised that I needed to "Fill out a form" then when I asked her to send me this form, she sent me the approved Special Authority Form they already had on file for me?
In short (In long really, but this is my therapy after a Sun Life call) I sent them the receipt only which was done at the Pharmacist when filling the order a week earlier, and they paid the claim.
Again a frustration and normal experience to be expected by Sun Life benefits group, basically wasted a week and 5 phone calls for no reason.
If I was a senior, likely I would of just not been paid as navigating through Sun Life's maze of deception is not for the light off heart!!!

Needed emergency dental because I broke a molar. Their in network online search is a JOKE!!!! Bad phone numbers, wrong companies, listed in network and is not. Going into my 5th day of pain and I’m ready to just pay out of pocket. I will be contacting my companies HR and CEO about this joke insurance.

I am convinced that Sun Life purposefully makes submissions a nightmare with the hope that people give up and don't submit.

I sent a submission in by mail. They claimed they didn't receive it. I re-sent via Registered mail, and was confirmed received. They claimed they never got it. Finally, after being on hold for 45 minutes, I was given an internal fax number. This meant hours of effort, frustration and $50.00 in postage.

Submitting Collaboration of Benefits is also a joke. I just tried to submit $683 of alloawable expenses, all within limits online, and was reimbursed $18.00. This will now require yet another long wait and some sort of run around.

These are just 2 examples in a 7-year span of terrible service. It feels hopeless and is unethical business practice.

If you can avoid Sunlife... do so at all costs.

We made 3 policies in 2013 for our 3 kids and were told that they were education saving accounts, we lost the account details and recently made an online account and then found out that the alleged education saving account were actually Critical Health Insurances for which I have been paying $200+ every month for 10 YEARS! That's 27k+ total which is insane. What 9 year old (and younger) needs extra health insurance. Bunch of scammer don't recommend -1/10

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.

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!