Sun Life Health Insurance Reviews

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 haven’t even had my benefits for 3 days and I have had to contact Sun Life every day. They got my bday wrong, which prevented me from getting my prescription. I phoned and they fixed it but said: "I don’t know how quickly it will kick in." I phone my pharmacy the next day and they say I still have no benefits, so my pharmacy phones Sun Life and it wasn’t fixed, so now I phone Sun Life to get the benefits I submitted for. I have never been so screwed around by an insurance company. So bad I wouldn’t recommend Sun Life insurance if you were dying.

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.

Purchased policy when I was 25, not well-formed of high increases during coverage would be the older I got. I’m 55 now, monthly payments have increased so high can no longer afford. Really feel I wasted a lot of money over the years for a service that I feel has taken advantage of me. I would really recommend to not choose this insurance company. Also, the staff was not very accommodating or looking out for me as a client.

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...

I dealt with a very unprofessional and rude service provider on behalf of Sun Life. It's my personal belief their lack of knowledge and inability to address issues makes them unqualified to provide the services they attempt to provide to customers. Their advice for me to remove my investments and life insurance from Sun Life was not taken. I am looking forward to Sun Life appointing a qualified and professional representative who will provide professional and respectful service.

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.