Sun Life Financial Canada Reviews 

I thought that insurance would help get better and faster treatment than without insurance and would cover obvious things, but no, I just think that it is a waste of money, not worth the premiums.

Over the years, we have all encountered organizations with poor customer service, but Sun Life is one of the worst. If you want to file a complaint, you have to ask for the problem resolution team, but their IVR doesn't recognize it, and the IVR is the only option.

Now we all know that working in a call center is a thankless job with terrible pay, but that is no excuse for the attitude and lack of helpfulness from the Sun Life Agents. I will be delighted when I no longer have to deal with Sun Life again

My experience with Sun Life has been incredibly distressing and disappointing. My disability benefits were stopped in January 2026 while I was dealing with a serious medical condition, multiple surgeries, ongoing psychiatric treatment, and significant restrictions affecting my daily life.

I submitted substantial medical evidence from my treating surgeon and psychiatrist explaining my condition, treatment, limitations, and inability to work. Despite this, my appeal was denied. I do not feel that the seriousness of my medical circumstances or the evidence from the professionals directly responsible for my care was fairly considered.

The way my claim has been handled has caused me enormous financial and emotional distress at a time when I should have been able to focus on recovering. I have exhausted my credit cards and have been left feeling unsupported by a company that was supposed to provide protection when I became medically unable to work.

Communication throughout this process has also left me feeling as though I was treated as a file number rather than a person experiencing a genuine health crisis. I am now seeking legal advice because I cannot accept the way this claim and appeal have been handled.

Based on my personal experience, I would strongly advise anyone relying on Sun Life disability coverage to carefully document every interaction, keep copies of all medical evidence, and understand that having support from your treating doctors may still result in an extremely difficult and stressful claims process.

After being lied to and stopping short of calling me a criminal, by inference the lies were insulting and disgusting.
What a awful and rotten attitude by this company. Utterly unacceptable!!!!!!!!!!!

In my view, the company makes unethical and underhanded decisions in order to exploit or profit rather than earning it. On the far dishonest and manipulative end of things, even for an insurance company, which is saying something.

Terrible!! Their 1-877-786-5433 number goes unanswered. It rings and rings, and occasionally they change the sound of the ring and you think someone is going to answer....but no! Eventually I get disconnected with a message 'Normal call clearing'

I have now been waiting 1 hour and a half on hold on the phone to speak to a Sun Life Canada representative. That says it all.

Called 4 times to get a simple health claim reimbursement. The reps seemed incapable of getting the cheque issued. 1 rep even hung up after having the audacity to blame me about the situation.

there are no words to describe sunlife other than they dont wanna pay anybody even though companys pay them to pay people. They use unethical reasons not to pay anybody. how our canadian government allows such insuance companys to operate in this country is beyond me. its obvious what this insurance company is, its where companys fo to because they are cheaper than other insurance companys and dont pay people unless they absolutely have to.they dont talk to you like normal human being they interigate you, like your liar and even when the doctors sends letter of life threatening disease. its not good enough. even if your going through bad chemo they will still look for a job you can do on chemo where you can already barely walk .tell me what kind of company does that

Extremely disappointed with Sun Life’s handling of my claim file. I was told a voicemail had been left regarding a decision on my file, but no voicemail was ever received — there’s no indication the company actually calls customers to deliver these decisions despite claiming otherwise.

On top of that, the customer service I received from Tammi, Angel, Darlene, and Lori was rude and unprofessional. The tone throughout every interaction was dismissive, not what I’d expect from a company handling sensitive insurance and claims matters. It’s clear this team needs serious retraining on basic customer service standards. I would not recommend dealing with this branch of Sun Life based on my experience.

You’ll get “Everything you need” but what you actually need with these clowns. Life is brighter under the moon than doing business with these dumbos. If it wasn’t for their monopoly they’d have zero business as no sane person would tolerate their unprofessionalism and carelessness.
Customer reps are clueless to get to the bottom of why my transactions are missing. IT portal acts as if being build by a drunk sailor, and management obviously doesn’t give a **** for clients since 3 weeks have gone by with zero progress. A normal company would make it easy for their customers to get help, and with this one your capacity to endure stupidity will be greatly expanded. That's about all you'll get.

94% des avis sont négatifs et ce n'est pas sans raison...
Ne faite surtout pas affaire avec eux ce sont des voleurs impossible de parler directement avec la personne attitré a votre dossier et ils feront tout en leurs pouvoir pour ne pas vous dédommager en cas de besoin, zéro respect de leurs clientèles. Très assidue pour percevoir vos prestations a chaque paye dans le cas dun régime collectif mais bonne chance pour recevoir vos prestations en cas de maladie grave ou incapacité vous aurez le temps de crever avant dédommagement car c'est leur mandat...étirer jusqu'à épuisement ou abandont des prestataires. Un gros zéro continuiez a magasiner pour éviter cette entreprise frauduleuse.

I logged into my portal to review my drug claims and it sent me to a dead link. Then I tried to get help via the app chat it couldn't answer my question and then I asked to speak to a human. The AI assistant told me to call them. When I said that was bad service it then offered to connect me to a human. Honestly, a huge company like this should have better customer support and technology. This is ridiculous. I don't have a choice over which company my HR team uses but I will certainly give them my feedback.

Garbage company. Their app is horrible and glitchy

Terrible experience with communication with the customer representatives. They forced me to cancel the current plan for an upgrade and when I wanted to sign up for a better plan, they rejected accepting any ongoing health condition. I was dumbfounded by their customer service. They don't even inform if you have been provided with any option or give any call backs after multiple requests.

Sunlife is bad. They ban me as a massage therapist for working on 6 clients per day….
I work my ass off as a single mother for the last 16 years and I am still paying for this dependent. The dad never pay me a penny since the child was 3 months old. I went to massage therapy school with a $20k private loan and I worked 2 years to pay back my loan… and I am still working so hard to pay for other outstanding loans. I still have that loan Ceba loan of $60 K still not pay off… being in business is not easy… by the time you pay for your daily expenses you still don’t have any extra money left to pay for other bank debts… can you explain to me how Sunlife can ban me for working on 6 clients per day…? I dont understand this AI … explain to me?

Was denied funding for a crown twice by them even though it's covered under the Canadian Dental Plan. I had to pay out of my own pocket. They should at least cover half of the cost if they are unwilling to cover the total.

I've had a Sun Life account for over 7 years and have never been able to log in. I've tried resetting my password more than 200 times and contacted my advisor more than 10 times; each time, no real effort was made actually to solve the problem, for no reason I can identify.

As someone with 24+ years of professional web development experience, I can say with confidence this isn't a user error on my end; it's a failure on Sun Life's technical/support side that has gone unresolved for years, seemingly because no one has bothered to try.

If you're considering Sun Life, be aware that basic account access issues here can apparently persist indefinitely without accountability.

Just a horrible company to deal with for insurance. They know that you have no choice, your employer picked them, not you. The AI chat is a joke that just repeatedly loops back to dead ends. Calling gets you the usual outsourced and untrained responders who may mean well but don't have knowledge or authority to do anything. My dental office is always frustrated when having to submit standard claims and my own experiences are always long waits and giving up on claims not being covered for reasons that contradict their website and the booklet we're given by the company.

If "Inshitification" was an insurance company, it would be Sun Life. As there are over 400 reviews and they are all one star, there is not a lot else that has to be said. Everything about this company is designed to avoid payments and thwart support. Forms are designed for a default of termination without information, information is hidden, the "Chat" feature is actually just a poorly constructed menu of unhelpful information, and phone "support" agents appear to receive bonuses for escalating customer frustration. Shame on all of them, from the Board to the web developers for not speaking up!

My life insurance with Sun Life was up for renewal and I was informed my monthly rate would essentially triple from about $250 to $750 due to my age. So I cancelled about 2 weeks before the change would occur .... and Sun Life still took $750 from my account. When I notified them of the mistake, they informed me it would be 2 weeks before they would "start the process" to refund my money. Arguably the worst experience I've had with a company.