Sun Life Financial Canada Reviews 393

My boyfriend has been off work since Dec 9th and was originally was to RTW on 1/10. That changed due to needing to stay off work until my next followup. I had been told I would be receiving a direct deposit last week. Since there was a change in my RTW date, they stopped the payment. Now they won't send any payment until a new form has been filed out by the physician.
He had emergency surgery, internal bleeding after, received 2 units of blood and 1 unit of plasma. Spent 2 nights in critical care and his entire abdomen was bruised. Still has an unresolved hematoma in his abdomen, unable to put jeans on.
You wanna hold up any payments after 1/10, be our guest. You owe him for the first 4 weeks he was off. Ted even told him how much he was going to get in his direct deposit last week. Found out today it was stopped because of a change in RTW?!?

I recently had a very negative experience with Sun Life Assurance regarding an ambulance claim. Despite having coverage, my claim was denied solely because I submitted it past the deadline stated in the policy. The reason for the delay was completely out of my control – I did not receive the invoice from BC Emergency Health Services on time, likely due to the Canada Post service disruptions.

While I understand Sun Life has policies in place, their rigid adherence to them in the face of a clear and understandable reason for delay is deeply concerning. Their response that mail delays are "not related to them" shows a lack of empathy and understanding towards their customers who rely on their services in times of need. This has left me with a significant unexpected medical expense.

I am extremely disappointed by Sun Life's lack of flexibility and customer service. I urge anyone considering their services to be aware of this potential issue and the company's unwillingness to assist their customers when faced with circumstances beyond their control.

Recently my place of work closed all services with Sunlife. My money had been transferred to a Life Choices account. I was told my transfer of my rrsp's from Sunlife to my bank would be simple. The process started in November. One of the agents said a cheque would be couriered because of the postal strike, at that point it was mid November. I have received the letter stating my money has been transferred, they charged me 200 dollars , which they took out of my investements. I called to find out where my money is and they said the transaction has completed. As of 2 weeks ago my bank does not have the money. I have called my advisor at my bank and he has no answers. This all was started November 17th. Staff are incompetent and no one seems accountable for their jobs. This process has been a joke. I will not recommend anyone to use this company. More like minus 1000 for service.

Very bad insurance company. You pay the premiums and get very little for it, or they make up a story and say you're not covered for that.

I've had a 1Million Policy through my employer which I have had for 20 years - the premiums doubled as of the 1st of December with no explanation . I can't cash the policy sell it or get any value out of the policy at this time and paid in over 120K into the policy. - Never take a term life insurance policy that has major changes and do not allow you any investments or buyouts. I have been trying to get a copy to see if there are any way to get some value out of the policy at this point. but have not been able to get Sunlife to send me a current copy.

Worst customer service I have ever experienced since the Covid pandemic.

We were told by our Sunlife Agent, that we would recieve our Life Insurance policy dividend by 4-6 business days. After many emails and calls I have still not recieved the monies to date after over 1 month.

Will not look forward to the day that my spouse would /could actually NEED and rely on the life insurnace benefits.

Very Sad

Stigmatizes customers! Unless you are in absolute perfect health and always will be, DO NOT bother applying for insurance. They keep you waiting for months, make you fill out endless forms and then tell you they will not cover anything you need. Absolutely horrible experience. Customer service was non-existent.

This should be zero stars. Sun Life employees do not care about anyone. They drop the ball on Long Term Disability claims making it so people who are on stress leave don't receive a paycheque before Christmas. How is one supposed to afford their mortgage payment, food and things to survive? Thanks to our case manager at Sun Life, we will be going hungry during the holidays. All because she doesn't understand the urgency of submitting documents or doing what is needed on her end. It's unethical, inhumane and so unprofessional. Get it together.

They are a real joke of a company. I have not sincerely enjoyed the benefits of dealing with sunlife. I tried to complain many times but nobody was there to help. I feel helpless with them. My friend told me to go to So Lick which I did and its been worthwhile now for me. You need to deal with a good company to know that they are treating us very badly here

What an absolute joke. They lost forms, push back dates to when policies and refunds will occur and staff are incompetent. DO NOT trust these guys with your money or information.

Terrible experience, staff continually make repeat errors. 5 weeks into a transfer request with 3 different calls and attempts to have funds moving and still no resolution.

I wish there was a -100 rating! Sunlife insurance remains the worst ever kind of company to get enrolled with! Filled with lazy agents who cannot successfully get a Client details across to the pharmacy! I can't believe on 2 different calls, the agents were issuing my previous ID under a previous employer while they were too lazy and stupid to at least work for what they're being paid. It's been hell dealing with sunlife!!!

Sunlife is really suck since they change property management. In 2006, we received the refund within 2 days of life insurance claim. In 2024, waiting and waiting, do they understand that it's our money, we want to claim back to pay for the defunt ?

This past year, my employer transitioned to Sun Life for our benefits, and I’ve had a terrible experience dealing with them, especially while on short-term disability following a major surgery. From the start, there were delays because they incorrectly signed me up after my surgery.

While the customer service representatives are polite, they seem poorly trained and unable to provide clear or helpful information. My assigned caseworker has been extremely rude and dismissive, often ignoring my attempts to communicate. I’ve received vague voicemails asking me to call back without any real details or proper messages. On top of that, I’ve been sent repeated emails asking for information I already provided weeks ago.

After my surgery, my doctor recommended 4 to 5 months of recovery time. Despite this, my caseworker tried to pressure me to return to work just 5 weeks after my operation. Payments have also been unreliable; there have been times when my cheques were delayed by three weeks, adding unnecessary stress during an already difficult time.

Even my dentist and doctor have expressed how unprofessional and uncooperative Sun Life has been in handling claims. This experience has been incredibly frustrating, and I feel as though they are dictating my life with no regard for my well-being. This is, by far, the worst benefits company I’ve ever dealt with.

Awful. Just awful. As a health provider, don’t make a mistake because they can’t help you to reverse a claim or fix anything. What kind of business is this. They should be audited!

I came here feeling bad about leaving a negative review and it appears I am not the only one...

I have never before experienced anything like this.

We were approached by a friend, who started working with them. We were already looking to get additional insurance on top of work, so we were interested.

Through the process, we somehow didn't qualify for all the bonuses we were promised. We were misinformed at every step of the way and never really knew what was going on or was going to happen next.

The application process was ridiculous, with them clearly using this to get a bunch of info on us for financial planning services.

They managed to drop the ball on every piece of communication they had to do with my healthcare providers, nevertheless backing the results of my application on the information they failed to obtain.

This was a huge waste of my time. Definitely going somewhere else with my money next time.

Outdated, confused and completely incompetent.

Never go to this company. I put $2500 in 2018 in spousal RRSP. When I transfer today it was only $1366. Very expensive fees. And poor management. Transfer fee.
$354???? Very expensive!

I applied applied for health insurance with Sunlife: the experience was awful, our application was tedious, lengthy, invasive and the process confusing. The agents are confused themselves - unaware what goes on after they complete the paperwork. The end result would have been a very expensive insurance covering none of our needs, altogether a waste of money and time. I have withdrawn the application at the second wave of forms and paperwork was thrown at us - covering information we have already provided. It was just an endless hassle. We opted for for insurance from a competitor and the whole process took 1 hr versus 3 weeks...

I have had an ongoing claim on my Father's life insurance for nearly 5 months. They constantly want different documents or in a different format or different wording.
My Mother died 3 months after my Father and had an identical insurance claim and that was paid out within 3 weeks of her Death.
I have still not had any payout for my Fathers life insurance policy.
Huge inconsistency with requirements and painfully slow!

Si j’avais pu mettre aucune étoile je l’aurais fait.Aucune e bonne expérience avec cette compagnie.Honnêtement ce qui résume le tout c’est incompétence. Ils doivent vous rappeler et ils ne le font jamais. Personne ne peut prendre de décision dans cette boîte. Pas capable de faire de plainte pour qu’ils s’améliore. Les gens a qui on parle sont perdu pour la plupart. Bref aucun positif.