Sun Life Financial Canada Anmeldelser 

If I could put 0 stars or -100 starts I would. The worst customer service I've experienced in my life, agents with half knowledge about procedures and laws, passing me from one agent to another. I spent 10 days filling in forms, talking to agents, for a retirement plan withdrawal for a non resident, each agent provided me with a totally different information, and we kept going back and fourth in process, until today nothing was resolved. Once all my money is out of Sun Life, I will NEVER go back to this institution again. Very Shameful and very LOW class service for a Canadian institution !!! Painful painful painful experience !

Sun Life's claims process and customer experience is so unbelievably painful that it has to have been intentionally engineered this way.

First, it's my husband's employer benefits plan and they refuse to allow me to create a registration portal to submit our family's claims. But I can't log into my husband's account unless he's sitting next to me because of their overly restrictive 2 factor authentication. When I called to set up a registration under my own name, the lady put me on hold for 10 minutes and then said it couldn't be done, it has to be in the primary account holder's name. I then asked if we could change the contact details to my email/phone and they refused. I asked my husband to change it over to my contact information and it was again denied because his email address is permanently tied to the account. Ridiculous.

Next, all claims seem to be automatically denied on first submission, where they provide you with a vague reason code about what they actually require to process the claim. Thing is, I can't submit all the required documentation through the app on a first time submission until AFTER the claim has been denied, when they provide a link to submit documents. On the mobile app, the link only allows you to access pictures, not saved files. This means instead of uploading PDF receipts or medical notes from a file, I have to screen shot pictures of those files and upload them from the phone's photo gallery.

Other complaints;
- an astonishing number of drugs require prior authorization forms to be completed by your doctor, at your expense
- the UI is not at all intuitive with important information buried so deeply in inaccessible menus that don't follow any logical organization
- their system frequently crashes or is inaccessible
- not all claims can be processed on the app, you still have to log into the website...the sorts of claims you can submit on the app are the ones that most providers direct bill anyway
- they seem to think I have coverage from another plan, because the drug manufacturer has provided a rebate which means I can't make the claim without logging on the primary website

As a person in tech, this is the MOST irritating site and customer journey I have ever encountered.

Employers, please consider ease of access to benefits when selecting plans. Manulife, Canada Life, Great West Life are all FAR superior programs.

Negative 1000 stars.

Very disappointed and dissatisfied with the insurance claim processing at Sun Life Financial. The overall experience was frustrating due to delays and a lack of clear communication throughout the claims process. It felt difficult to get timely updates, and the process was not as smooth or efficient as expected.

Improving responsiveness, transparency, and claim turnaround times would make a significant difference in customer satisfaction.

My medication is covered, but when I left to pick up the medication, Sunlife is asking for additional form from my doctor. Prescription is not enough. Now because of this I called twice my doctor and sunlife and I have to wait for 2 weeks to get the medication.

J’ai passé une IRM, sur mon contrat c’est écrit que je suis couverte à 80%.
Je vois aujourd’hui qu’ils me demandent un autre reçu avec écrit la date du paiement.
Sur le reçu que je leur ai envoyé, y’a la date et en plus l’heure. Sont même pas capable de lire correctement un papier. Pourtant on apprend à lire quand on a quoi ? 5 ans non?

I have this insurance at work with "maximum coverage," but they constantly lie and cheat, either not covering at all or only 50-70% for various made-up reasons, even though they're supposed to cover 90%, which never happened. Getting answers to questions is simply impossible; every document and question takes months, not weeks, but months for even a basic question. These jerks just take money regularly and give nothing in return. They're a terrible company.

Waited 2 hours for my call back and I never got it. I waited for my refund for a claim they told me I would get but never received it however I was covered for the expense. Very frustrated and find this is very unprofessional, especially when I was approved 80% for this expense.

My company recently changed group insurance to Sun Life. It's been nothing but hell ever since. I don"t know if this company is malicious or simply incompetent. They have screwed me so badly that I am going to run for a position with the union and demand that we change back.
And since I'm forced to deal with them, i'm now inundated with ads telling me to switch my home and vehicle insurance to Sun Life. What a crock.

After submitting the appropriate receipt and proof of payment , they kept looking for reasons to deny my claim. They stole 115# from me and help identify a scam company. Thanks SunLife.

Worst company to give your insurance.

My meeting with the Sunlife Financial advisor went bad very soon after meeting them , found them to be very rude . I cannot recommend them at all . stay away !!!!

When you pay for the policy, everything is smooth and happy. When you are getting your money back after 5 years of investing, you need a lot of paperwork and deal with their incompetent customers service. It's as if they do not want to give your money back. Recommending Frontier Invest Corp for a good trading portfolio, passive income earnings, savings and retirement savings.
Frontier Invest Corp provides Good customer care and no paperwork to sign. Withdrawal isn't delayed, it's arrived on time to you account.

I have health and dental coverage through my former employer. I am a pensioner. Lately it seems that SunLife goes out of there way NOT to pay claims that they have already been paying for months. Every claim seems to be initially denied for the stupidest of reasons and it takes several calls to representatives that readily admit that they have no idea why it was denied. For example, deny the claim because a vender address is needed when the address is clearly at the top of the submitted receipt. To be fair, they weren't always this way but it seems that when they became involved with the federal dental plan, their other health and dental plans customer service plummeted.

Extremely poor training for the staff. Called over a week ago to get confirmatiom of what is included in coverage for my son's treatment and was told we were fully covered. I called again today as first claim was declined only to be advised that the claims were all subject for approval with paperwork that I needed to submit. Turn around is 4business days however, my already confirmed appointment is in 3. The recovery supervisor or someone who took over the call, kept stating that I was supposed to submit all the info and wait for the approval but seemed to ignore the fact that I was given the wrong info when I called in a week ago when no one informed me of any of this. Extremely frustrated and so unfortunate our insurance has been switched over to sunlife. What an absolute terrible system and poor staff training.

I have been on the phone for 6 hours trying to get in touch with the admin office. They will just transfer the call then my call will either be dropped after waiting for a long time. Now. I asked for a supervisor to help me out. And I have been on the phone waiting! Can anybody help me!

What a terrible, horrible company.. I was harassed at work by the PLAT MANAGER of atlantic packaging (the worst place to work in canada) and it got to the point where I was having panic attacks at work. I consulted with my doctor and they told me to distance myself from the company. Suggesting I take medical leave. These losers at sunlife, thinking their actual doctors or lawyers or whatever makes their pathetic lives better.. do not bother to ask around the workplace to see if it is a toxic environment, absolutely ZERO due diligence. You guys suck! Get a real job and a life you can be proud of.. embarrassing to human society.

Web site worse than useless ,- a time waster.
Customer as equally bad, no response.

I wanna give 10 star for AL who assisted me all the way on withdrawing my TFSA.

Incapable de trouver mon contrat dans leur système. Mes informations personnelles est rempli d’erreurs. Transférer 5 fois de département. La seule chose que j’avais besoin c’est une copie de T 4 pour 2025. Incroyable toujours pas réglé mon problème.