Sun Life Health Insurance Reviews

The company I was working for closed the business and all employees made redundant. This was in August 2018. Despite the claim being made in July 2018, the first contact to advise that no payment would be made was the end of February 2019! Denial of claim, then numerous calls and it took three calls to the call centre (offshore of course), and 10 days to get a call to advise no payment. Awful service! I was advised that as of mid-July 2018, due to administrative issues, all claims had been suspended. Why so long and so many calls/faxes/online claims to get the answer? 7 months is astoundingly poor service!

Each time I made a claim, I called before to ensure I was aware of how much I would be covered for vision, dental etc. I was told that 100% of my personal benefits would be covered in some cases, while others would be 80%, in accordance with my plan. I also made sure to check my mobile app and review the same information provided by the customer service line. Each time they reviewed my plan there was always less coverage and when I followed up with the claims, there was always an excuse as to why I wasn't given the full amount. Horrible service. Please do not invest your money.

I have had a few issues come up in the past month. My son has had issues that we had to get resolved, I was not informed that a specialist fee was not covered. I had a claim that was told they cover 100%, but now I'm paying almost 400 out of pocket. Fine, I agree if I didn't hear correctly I will admit my wrong, but they kept passing me by saying 3-5 business days, then another 2 business days etc.... I wanted to speak to a supervisor, supposedly they don't have those?! Okay, wasted my time. 5 minutes later Ty (the individual I was talking to) states, "ohh it says here they have reviewed it on the 25th and the correct information was provided to you." Okay, so if that is the case, why have I been talking to you for 18 minutes and you kept wanting to pass me off, why couldn't this be told to me on the 25th of January, or the second time I called on the 30th, or even at the beginning of this conversation? She then states she was just told she could disclose it now. Okay, by who?! A supervisor, I want to speak with one! Okay fine that is a lost cause, now I have another issue and again I have to wait another 2-5 business days.. like what is happening?! I'm losing money left, right and centre, I might as well just cancel the insurance and pay out of pocket.

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.