Sun Life Insurance and Annuity Company of New York

Review: My children's father passed away in September and had life insurance through sun life. So far we have been lied to over 4 times about when the checks were mailed, my daughter is the only one who has received hers and my two boys have not after they said it would be 3-5 business days. People not returning our phone calls and not giving us straight answers, this should not be a struggle for my children with a sorry company who has not provided us with anything but grief. Very unorganized, and we always get told something different every single time we call. I am furious that a company this big has not a clue on what they are doing. I would not recommend this company to anyone I know,ever! As of right now we still have not received 2 checks and my husband can not reach anyone in the office to talk too. They even put the wrong zip code on one of the checks and had to track the check so they could notify the post office of their mistake which has set my son, who is in college, days back on receiving it. ,Desired Settlement: Hire new staff and more training is the obvious.

Business

Response:

Dear [redacted]:

This is written in response to your correspondence of November *, 2013 regarding the above referenced claim.

Sun Life received a claim for benefits from [redacted], [redacted] and [redacted] on October **, 2013. Checks were issued to the three beneficiaries, along with a check. to the funeral home per the assignment signed by the beneficiaries, on October **, 2013. These checks were mailed directly to [redacted], [redacted] and [redacted] at the addresses they provided on the claim forms.

[redacted] called Sun Life on November *, 2013 to ask the status of his check. He was informed that the check was mailed on October **, 2013 to the address he provided on the claim form. [redacted] informed Sun Life that the zip code was incorrect and provided the correct number. Sun Life placed a stop pay on the check that had been issued on October **, 2013 and reissued the check on November *, 2013.

[redacted] then called Sun Life multiple times on November *, 2013 asking as to the status of his check. He was informed that the check was mailed on October **, 2013 and confirmed that the address used was correct. [redacted] stated that he would wait to see if it arrived in the mail that day and if not, would contact Sun Life. [redacted] called on November *, 2013 to state that his check was not received. Sun Life requested a stop pay on the check (which was received back as undeliverable by the post office on November **, 2013) and reissued the check on November *, 2013. Sun Life stated that this check would be sent via overnight delivery; however, the check was not released by Sun Life's banking department until November **, 2013 as the check approval was done after the cut-off for checks to be issued. The check was sent to [redacted] via overnight delivery on November **, 2013.

I have enclosed the following documents:

• Copies of the claim forms completed by [redacted], [redacted] and [redacted]

• Copies of the payment letters sent to [redacted], [redacted] and [redacted]

If you have any questions regarding this response, please contact me at ###-###-####, Extension [redacted].

In the event that you require additional information please direct your written request to: Sun Life Assurance Company of Canada, Attention: [redacted]. Compliance Consultant, [redacted], One Sun Life Executive Park, [redacted].

Sincerely,