Sun Life Health Insurance Reviews

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.

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 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.