Sun Life Health Insurance Reviews

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 am extremely disappointed with the services provided by SunLife. Recently, my one-year-old son experienced a choking incident, and we had to call 911 for an ambulance. Despite their arrival and necessary treatment, it was decided after an hour of monitoring that transportation to the hospital was unnecessary. I promptly paid the charges for the ambulance, but upon claiming the expense with SunLife, my request was declined. Their explanation was that since the ambulance didn't transport the patient, the reimbursement was not applicable. Despite explaining to the customer service representative that the initial intention was to transport him, SunLife chose to use this technicality to deny the claim. This kind of excuse is both absurd and deeply disappointing, especially coming from an insurance company.

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 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!

The stress to have to deal with finding out your medication is not covered or required pre-approval is insane. Despite receiving a fortune from the employer and employees to provide coverage, they get away with a lot of not covered items.

I called Sun Life health insurance before having my AMH blood test done, to see if it would be covered by my insurance plan. The representative said that it would be covered at 80%. I went ahead and had the test done a few days later and paid $108. I got a receipt as I thought that I was going to be reimbursed the 80%. I submitted the claim online with the receipt to Sun Life. I checked online on the claim and was shocked to see it say that this expense was not covered by my plan! I called and spoke to another representative and she said that it was covered 80% only if I went to a commercial lab and not a fertility clinic. WOW. What a scam. I looked up commercial labs and it said that all labs are considered commercial as long as they used commercial tests. What a joke and a great way not to pay out benefits. Next time I will get it in writing. Very frustrated and annoyed.

It's hard to get hold of customer service staff. Then once you get hold of them, they cannot even provide you with any assistance. Full of sorry words on your conversation with them, as they said that they only have limited access. It's funny that Sun Life Health created a Costumer Service hotline and yet those people cannot even help nor assist. They have limited resources and limited access, what's the point of having that Department? As for Health care providers, they only have 30 days to backdate the claim, but if you cannot get into their portal, they advise you that you will wait for 10 business days for the supervisor to call you (at the time and day of their choosing), then if you missed their call, you need to call the Customer Service Representative hotline again, and you will wait another 10 business days again until you lose your 30 days allotted to file a backdated claim. What a real pain....