Sun Life Assurance Company of Canada

At the end of Nov I tried to cancel a life insurance policy with Sunlife CanadaSo I called themApparently you can set a policy up over the phone but you can't cancel by phoneNo I had to send them an email to do thatToday I understand why I had to send them an emailSo they could deliberately delay canceling and charge me another month Here is the best part, I email on Dec 1st, they charged me on Dec 2nd, emailed me said I was missing information by Dec 6th I had given them everything they asked for and was told that because I was "so late" in requesting to cancel none of my December premium could be refundedNot sure how four days is too late but whateverI let it goUntil yesterday when they sent me another email telling me that they were missing information they needed to cancel my policyThey said I needed to send them my full civic address for verification purposesHere is the thing, I NEVER gave them my civic address so how could they verify if it was correct or notAnd they they charged me another monthly premium So between Dec and Jan what were they doing? Apparently waiting to take more money from me It gets even better, I called my bank and apparently because I allowed a preauthorize payment plan I can't cancel itOnly the business can cancel it [redacted]

I went to pickup a prescription and was told my wife was listed as having her own drug plan I had to spend minutes on the phone with a Sun life rep in order to ensure that my wife wouldn't be listed as having another insurerWent through the steps with the rep in order to make the change to my online profile, otherwise I would have to wait days for them to do it (their words)So I make the change and go to the pharmacy a few hours later and I get rejected again for the same reason, saying she is listed as having a different insurance providerThis is after the rep telling me that I wouldn't have to wait and that I can pick up the prescription

After years I filed a claim and they take a long time to process my claim plus they are doing everything is possible to find something and refuse my claim

After years I filed a claim and they take a long time to process my claim plus they are doing everything is possible to find something and refuse my claim

Email just sent to "our" Sun Life Agent: I'm looking at a June Segregated Funds Policy Statement and find myself chafed again by the convoluted non-information that we have received from Sun Life about our investments I shake my head at the sentence: "Please be assured that your segregated fund contract issued by sun Life Assurance Company of Canada continues to provide guarantees to help protect you against volatile markets." We feel no assurance, and Sun Life has been either unwilling or unable to show us a clear, simple record of money invested, interest payments and rates, withdrawals, and running balance(s) [redacted]

We have had an amazing experience with SunLife; we have health benefits through my husband's work and have had so much stress relief because they've always been quick to answer our questions and quick and accurate with reimbursementThey also cover things that we didn't expectIt's honestly made a big difference in our healthI can't speak for individual insurance but I'm glad my husband's company chose them

Unfortunately, our company uses Sunlife as our insurance providerIn my experience, it's a lot of work to submit claims and then they often get rejected for incorrect reasonsAnd if you don't check back to see that they were rejected, they gain financially from thatAnd when you complain, they don't address your complaints and just tell you to call in***

I have submitted two claims, for the first time, with Sunlife Insurance and apparently, it gets rejectedReason provided is D0001: For further consideration, please provide us with OHIP procedure codes which is strange as I am a university student and do not have any OHIP informationBeing students, we have to pay a mandatory university fees per term of more than 200$ and this being my first claim for mere 115$ is rejected by Sunlife for a irrelevant reasonI tried calling their customer support and was asked for wait for a while for being redirected to the relevant claim departmentHowever, that "while" lasted with a minutes wait time on call and a confused tired customer trying to understand what went wrong
This is the worst service I have ever experienced where there is no explanation or solution offered but a senseless email sent to youStop making money out of people's misery.I want my money back!!
Not so happy customer,
Miss Angry

My company used Sun Life Investments before switching to another investment provider while I was employedI received tax information from the current investment provide with a lack of important tax information from Sun LifeIn the last months I've called the customer service number times and left messages each timeI have also emailed times requesting contact and have not heard back from the companyMy CPA will not file my personal taxes until I get this information from Sun Life and this lack of response is causing more tax penalties for me

I've dealt with Sunlife Financial a few times and I've ran into the same problem in both Medical Claims and Disability Claims (separate business departments) to understand that Sunlife Financial has a huge company culture issue
Since the issues are similar in the way they were handled (medical claims and disability claims are obviously different cases), I'll just briefly explain my medical claim issue to illustrate
I purchased prescription drugs twice (being a refill) at a pharmacyFor whatever reason, codes being used both times were not the sameOne was recognized and insured by Sunlife, the other not
When I called customer service, I checked to see if the drug was insured and I was told it wasThe agent said to simply fill out the paper form and send it with the medical billI did itIt was refused
Ok, an issueNo problem, let's call and get it resolvedThe agent I spoke to this time said that the code was wrong and there was nothing to doOkayNot understanding this difference in message between agents, I asked to speak to a supervisor, let's call her MrsX
MrsX said that it was unfortunate, but they could follow up with the pharmacy to get the right codeAll right, sounds like a possible resolutionShe says they will call me back later
month later, still no newsI call the customer service and I am told MrsX called the pharmacy weeks ago and had no news
Ok, so it took her weeks to call the pharmacy, no news for weeks and no folland no one let me know anythingCan't say that's the most professional behavior I've seen
The agent lets me know MrsX will call me within to hours
A week later, still no news! I manage to reach MrsX's voicemail and leave a message
days later, I am starting to wonderIs she on leave or sick? Or is she just not doing her job at all? I call customer service again and try to get in touch with her bossThe agent says "she will look what she can do" and just tries to reach MrsX insteadNot what I asked, but okay
When MrsX and none of her colleagues can be reached, the agent tells me MrsX will reach me todayI tell her: "No, I don't want MrsX to reach out to meI want to talk to one of her colleagues"The agent says, no problem, it will be done
Later on that day, MrsX calls me! The agent lied to me, but at this point it's clear that it's a company structure thing, not personal malice from the agentFor whatever reason, my name is associated with hers in the system; no one else is remotely allowed to be involved in my case (I had the same issue with my disability)
Perhaps MrsX is frustrated or perhaps not, nevertheless, it seems that she changed her stance and now, "it's the wrong code and there's nothing Sunlife can do"I tell her I have proof it's the same drugShe says "sorry, there's nothing I can do" over and over until I understand she really won't do more
The most frustrating thing? The whole system is set up so that when you get stonewalled in the sort, you have no recourse whatsoeverNo colleagues, boss, complaint department, resolution center, nothingYou understand that you either: A) get your fat wallet out and sue the *** out of them or B) suck it upI don't know about others, but for me, I will unlikely have a claim high enough to afford getting indebted to sue
So that's itYou're just totally ***
***

After years I filed a claim and they take a long time to process my claim plus they are doing everything is possible to find something and refuse my claim

I would not recommend Sun Life for anyone in the western time zones of the countryWhile Sun Life allows online claim submissions until midnight for people in the Eastern time zone, people in the Pacific time zone can only submit online claims until 9:pmSun Life says this is because their online claim system must shut down for nightly maintenanceThis is extremely inconvenient
I have brought this up with Sun Life on numerous occasionsEach time I am told that they are not able to change the nightly maintenance timesI have asked why the maintenance can not be moved later, so that people in the western time zones have more time to submit claimsI have never been given a good answerOnce I was told that the hours of the system are tied to the Toronto Stock ExchangeI asked what submitting a claim in Vancouver has to do with the Toronto Stock ExchangeI received no answerThe most recent reason I was given was simply "at this time, this is how our server is designed." Well, please change the design!
But I think the issue is actually more than the lack of respect and consideration for its customers in the western time zonesI also wonder why Sun Life is still using a data management system that requires nightly maintenanceNo other online service that I know of still has nightly maintenance that requires a complete shutdownFor example, no bank blocks access to your accounts after 9:pm every nightWhy does Sun Life? Should customers be concerned about the integrity of Sun Life's data storage system given that they are still using an antiquated data "maintenance" process?
Another example of Sun Life's poor customer service is that if you are logged into the system after 9:pm Pacific, the only way you would know that online claim submission isn't possible at that time is by going to item #of the Frequently Asked QuestionsIf you don't find this, you can click everywhere looking for the place on their site to submit a claim, never being told that it isn't possibleSurely, if the maintenance time can't be changed, a banner saying something like, "Online claims currently unavailable," could be added to the top of screenIs this too much to ask?
I have brought up the claim submission hours with my employerI was told that this complaint comes up a lotThey communicate the feedback to Sun Life, but nothing happensIf I am ever in a position to choose my insurance company, it will certainly not be Sun LifeIn the meantime, I will keep hoping that my employer switches to a company that actually cares about its customers

I would not recommend Sun Life for anyone in the western time zones of the countryWhile Sun Life allows online claim submissions until midnight for people in the Eastern time zone, people in the Pacific time zone can only submit online claims until 9:pmSun Life says this is because their online claim system must shut down for nightly maintenanceThis is extremely inconvenient
I have brought this up with Sun Life on numerous occasionsEach time I am told that they are not able to change the nightly maintenance timesI have asked why the maintenance can not be moved later, so that people in the western time zones have more time to submit claimsI have never been given a good answerOnce I was told that the hours of the system are tied to the Toronto Stock ExchangeI asked what submitting a claim in Vancouver has to do with the Toronto Stock ExchangeI received no answerThe most recent reason I was given was simply "at this time, this is how our server is designed." Well, please change the design!
But I think the issue is actually more than the lack of respect and consideration for its customers in the western time zonesI also wonder why Sun Life is still using a data management system that requires nightly maintenanceNo other online service that I know of still has nightly maintenance that requires a complete shutdownFor example, no bank blocks access to your accounts after 9:pm every nightWhy does Sun Life? Should customers be concerned about the integrity of Sun Life's data storage system given that they are still using an antiquated data "maintenance" process?
Another example of Sun Life's poor customer service is that if you are logged into the system after 9:pm Pacific, the only way you would know that online claim submission isn't possible at that time is by going to item #of the Frequently Asked QuestionsIf you don't find this, you can click everywhere looking for the place on their site to submit a claim, never being told that it isn't possibleSurely, if the maintenance time can't be changed, a banner saying something like, "Online claims currently unavailable," could be added to the top of screenIs this too much to ask?
I have brought up the claim submission hours with my employerI was told that this complaint comes up a lotThey communicate the feedback to Sun Life, but nothing happensIf I am ever in a position to choose my insurance company, it will certainly not be Sun LifeIn the meantime, I will keep hoping that my employer switches to a company that actually cares about its customers

***, I lost about $They have no control on their fraud broker, and they never try to solve my problem as I called several times at their customer service .Their broker repeatedly ask me to update my policy, but I did not like to do soHe laps my insurances in this way I lost my money paid for my critical insurance for last year***

In I got *** royally by this company, when I was so sick mentally and physically, They just wanted to get out of paying and because I was in a bad place at the time After finding my own help that has taken me on a long road to recovery I realize now they worked there magic to make sure my legit claim would be gone so they would never have to deal with me again or pay me ever again and offered no real settlement just to end of my two years that they owed meI found out later they still should be paying meWatch out for the signs people...They want you to sign off on everything and pretty much use tactics to keep your anxiety and nerves on the breaking pointI had to get them out of my life fast because if I didn't I don't think I would be alive todayi was told I was lazy, I was told not to say things to peopleI was told things that played with my head and put you in situations of financial distress.....***

I went to pickup a prescription and was told my wife was listed as having her own drug plan
I had to spend minutes on the phone with a Sun life rep in order to ensure that my wife wouldn't be listed as having another insurerWent through the steps with the rep in order to make the change to my online profile, otherwise I would have to wait days for them to do it (their words)So I make the change and go to the pharmacy a few hours later and I get rejected again for the same reason, saying she is listed as having a different insurance providerThis is after the rep telling me that I wouldn't have to wait and that I can pick up the prescription

Email just sent to "our" Sun Life Agent:
I'm looking at a June Segregated Funds Policy Statement and find myself chafed again by the convoluted non-information that we have received from Sun Life about our investments
I shake my head at the sentence: "Please be assured that your segregated fund contract issued by sun Life Assurance Company of Canada continues to provide guarantees to help protect you against volatile markets." We feel no assurance, and Sun Life has been either unwilling or unable to show us a clear, simple record of money invested, interest payments and rates, withdrawals, and running balance(s)
***

*** company to have an employee benefit plan with Claims are constantly paid incorrectly, then you have to keep following up with them to point out their mistake and keep following up on payments ***

I would like to share my experience with Sunlife:
I filed a complaint in September and in October received the following message:
"DIn order to determine the eligibility of this service, we require the OHIP procedure code and patient diagnosis."
I do not have an OHIP number because I am an international student so I am not covered by OHIP that's why I paid out of pocket for these medical appointmentsThat is the whole point of having UHIP from what I understandI am not eligible to get OHIPNot only that, my university makes it mandatory for me to pay for UHIPSunlife knows this, they know that UHIP students to Not have OHIPbut still they ask me for an OHIP number and rejected my claim on this basisHow silly is that?
In regards to the patient diagnosis, the claim form I filled out clearly indicated that the diagnosis which is in section and of the form are only to be filled out if the reimbursement is to be made directly to the providerIt is not the case here, the reimbursement is to be mailed to me directly so there was nowhere to indicate patient diagnosisSo in my case the form actually indicated that I should NOT fill out the diagnosis section
The amount I paid for my UHIP is still significantly lower than the claim I am makingI am upset that Sunlife is giving me a hard time over thisWould I now have to book another appointment with my doctor and spend additional time on this claim in order to have them fill out the form and send the diagnosis? I would be a waste of time
I understand that it's a lucrative business, and the goal seems to be to wear people out so that they would give up and not make this claimIn this case I followed every step and was not even provided additional information as to how I should proceed with my claim (of course..why would they let me know what I should do next)***
I intend on seeing this claim throughI intend on filing a complaint with sunlife and every other agency that I can findI want my claim to be processed appropriately and I want my money back

Policy #***
I am extremely shocked and surprised to the the attached loan accounting history According to my records, I do not seem to recall receiving any statement from Sun Life Financial that I am behind in making payments I have been paying interest since September and according to your statement you are charging me total interest of $10,
Product_Or_Service: Life Insurance Policy
Account_Number: ***