Sun Life Financial Canada Reviews 393

Terrible customer service. To the point of laughter

Try change my pre authorize payments to another bank account but customer service claim that that the digit system does take it, had no problem with other pre authorization with other companies, customers service gave me link to email my forms, email them twice but no response

After spending years with Manulife. I absolutely hate and can't stand how terrible sun life is from their terrible customer service. An app clearly designed by a group of clowns who had absolutely no idea what they're doing. Will request my employer discontinue using sunlife as a benefits provider.

The worst! My company has their pension and benefits with Sunlife Canada so I have no choice but to deal with them. I cannot submit benefit claims and have been trying for over a month to speak with someone about it. I have tried daily to use live chat and the phone numbers they provide. The chat is always "to busy" with a message to try another day and the same with phone, that is if it gets answered at all. They have made it impossible to claim some benefits which I guess helps save them money since they don't have to pay out on them then. Three invoices I've been trying to submit for almost 2 years... yup 2 years! The time allowed to submit them is about to expire so I will be interested to see once it expires if all of sudden I am either able to submit them or contact someone about it once it is too late. Disgusting.

I had an excellent experience with this insurance company from start to finish. When I needed to file a claim, the process was incredibly easy to follow! Everything was laid out clearly, with no confusing steps or hidden requirements. Every representative I spoke with was patient, kind, and genuinely committed to helping me understand my coverage and next steps.

I am convinced they intentionally make everything difficult to inflict mental distress on customers so they give up on claiming their benefits. Its either that or they are so painfully incompetent they should be bankrupt and sued.

Zero stars! They are thieves. They took all my retirement funds! Charged monthly fees and left me with 0$. They are crooks.
They will also disconnect your call and say you dropped the call! Unethical people! Do not use. You will be on hold for 2 hours to talk to someone. The worst company ever.

I called 5x today only to be transferred and on hold for 30-50 mins . The Ivr will say it will call you back but it will only call once , the phone screening in the phones will block that , it doesn’t understand how to navigate that . I badly need to talk to customer service and no service at all. I used to be able to talk to a person.

The absolute worst insurance company I have ever dealt with to date!
They request uploaded documents without providing an upload button on their site.
Their site randomly assigns security indicators without providing an explanation of why you can't move forward.
Their ai chat is completely useless with 3 or 4 canned answers, and provides zero help.
You can't actually talk to a real person because their wait times are so long.
So, after frustratingly wasting time on their website trying to submit a claim (which should be a simple, straightforward process) and then wasting more hours on the phone with them I have wasted hours and hours trying to process a simple claim! Why Sunlife?

My life insurance policy premiums increased from $175 to $550 a month. Paid over $30,000 in premiums and with increase this much was herendis. Cancelled policy and I lost all money. Criminal

Sunlife is inconsistent with their payout on employee group insurance. For the same medical submission, sometimes it is accepted and sometimes it is denied with no rationale. When you ask for an explanation, you get codes and a "because." Customer service tries to help and they can't even figure it out. Whoever denies claims should be required to provide a rationale unless of course the process is just random. My benefits are co-payed with my employer and for the amount we pay, I'd be better off with no insurance and putting the fees in a savings account.

Please do net let, yourself or your employer, put money in an account at SunLife for you. Even if you think it's worth it for retiring. They will refuse you to take your money out even if you really need it. They all deserve to suffer.

Absolute and total incompetence with anyone that works there. I have made a total of 15 calls over a 4 week period each with being on hold from 30-60 mins trying to correct a mistake made by the initial agent that opened a health benefits policy. The amount being charged to my cc was an extra $80. Excuses upon excuses - we have escalated, supv will call back, accounting is checking, cant read the previous notes on file, wrong department. I got fed up and just cancelled the policy and filed a complaint with the Financial Services Regulatory Authority. It is a matter of Fraud they are overcharging when a premium amount was agreed to.

I have dealt with many insurance companies and SunLife is by far the worst. Payments can take a long time to process. The app is not comparably user-friendly to other insurance apps. Customer service representatives are unfriendly. Coverage is worse than comparable tiers with other insurance companies. It is very disappointing to be with SunLife.

I’m very disappointed with my experience with Sun Life’s Group Critical Illness Claims process. Despite submitting all the required medical documentation and meeting the 30-day survival requirement, my claim has been left unresolved for an extended period. Communication has been extremely poor — I’ve had to follow up multiple times without receiving clear updates or a final position letter.
Even after raising my concerns with the Client Advocate, the lack of timely response and accountability has been discouraging. This has caused unnecessary stress at an already difficult time. I expected a more compassionate and efficient approach, especially for a claim type that directly affects a person’s health and financial security.
I hope Sun Life reviews their claims handling process and improves both transparency and responsiveness to clients who depend on their support.

The worst customer service. The rep didn't even try to help me find the info I needed. Moreover, spoke to me with bad tone and I felt myself very discouraged. No one should have customer service like Sunlife has.

0 étoiles. Ça fait deux semaines que j’essaie de sortir des reers, c’est la pire entreprise au Canada. J’ai dû envoyé 4x le même document. Je n’ai jamais eu de problème auparavant avec aucune autre entreprise. Ils se refusent tjrs de m’envoyer mon propre argent. Je dois les poursuivre au civil et ajouter les frais d’avocats en litige. C’est l’entreprise la plus crosseur que j’ai jamais vu. Ne faites jamais affaire avec eux.

Absolutely not acceptable service. They ignored my request to transfer RRSP from another provider to them beyond the due date despite multiple attempts to contact them with the guidance. It resulted in involuntary purchase of the annuity which I was not intended to do.
Sun Life didn’t even apologize. They made it my fault.
Very bitter experience. Never ever use them for anything.

Trying to get any help for an LTD case is near impossible. They wait till the absolute last day to go through your paperwork and then give you pending decisions…they claim they dont have contact information when in fact it was submitted. Always…find a way not to pay insurance motto….

L'assurance plus pire au canada ..
J’ai travaillé dans plusieurs entreprises et j’ai été couvert par différentes compagnies d’assurance. Sun Life est la pire… La plupart des médicaments, surtout les plus coûteux, ne sont pas couverts. Le service est médiocre. L’application ne fonctionne presque jamais. J’ai rencontré de nombreux problèmes avec eux. Pour une simple facture de médicaments, j’ai dû les appeler plus de six fois. À chaque fois, ils me demandaient des documents supplémentaires. Et une fois les documents envoyés, on me disait que je recevrais une réponse dans quelques jours. Plus d’un mois est passé, sans aucun résultat. Quand je les ai rappelés, ils m’ont demandé de refaire une nouvelle demande.
La pire des pire.