Sun Life Financial Canada Reviews 

They keep changing the setup on their app every few months, which makes it frustrating and confusing to check your balances and submit claims etc….. plus on weekends, when there is no support the app is not properly functioning and you can’t check balances

as far as getting a hold of an actual human being that speaks English??? good luck with that these guys are the biggest joke of all the clowns in the insurance industry

I am on long term disability at the moment with sunlife.
I am also going through a divorce at the moment we're my pety ex wife had me kicked out of the house.
So all in all its being a messy couple off months. Then sunlife comes along.

They closed my claim until I have the forms filled out by the doctor. Said that I don't have the money for that, because they charge you at the doctor. Took 2 months for them to say they will cover it. Now the doctor is holding my papers and sunlife send the doctor more papers to fill in. Meanwhile I borrowed money and sold family heirlooms to make ends meet.

No sense of compassion and letting you get homeless. There is always something that comes up and you are at the bad end of it. Terrible service, do not go with them.

Disabling claims submission after midnight is unreasonable. When do parents have time to deal with their benefits? Do you really think it's during office hours?

Worst customer service. Had to call 9 times for 6 months straight for them to try and fix my account every time it was yes sir we are on it we apologies, it will be our priority to fix and every time there was an excuse or some line that it was my mistake or they never got any info. Terrible investment slow growth big claw back of money.Keep yourself away from these scam artist

Very bad experience. Dr. prescribed a medication for a health condition. Although Sun Life (private insurance provider) has access to all my medical records that does support the need for this medication. They have been pushing back, delaying the very urgent treatment, asking for a form to be completed by the Dr. who is charging $45 for the form, a fee they would not compensate for.

I am ajanthan vettivelu i am the member of metrolinx groupe bennifits plane , i had verry bad experience with sun life staff and their coverage, I like to share my story
i wa involved mentally effect at work place and take off from that day after 2 month i had a heart surgery i am not able to back to work imy short team coverage finish in 6 month
i was apply long team medical coverage SunLife danaite my benefit , staff not ennof knowlage this company and i am not happy Metrolink ( ontario government agent ) why they keep thi9s stupid company for employs benefit

If I could give 0 stars, I would.

Weaponized my own mental health to justify their refusal.

Absolutely 0 interest in actually helping those who need it. Insurance is a scam - sunlife most of all.

WARNING: This was one of the most frustrating customer experiences I have ever encountered.

In my opinion, Sun Life and Nicolle Lai, CFA demonstrated a shocking lack of responsiveness, compassion, and respect for a client raising disability-related concerns. I felt ignored, dismissed, and left without meaningful assistance despite repeatedly seeking support and accommodation.

Large organizations often speak about accessibility, inclusion, and customer care, but my experience did not reflect those values. When clients are facing challenges and requesting accommodation, they deserve to be heard, treated with dignity, and responded to professionally.

Based on my personal experience, I would not recommend Sun Life or Nicolle Lai to anyone who may require accommodation or expects timely and attentive client service. Clients deserve better communication, better accountability, and better support than what I received.

Accessibility is not a slogan—it is an obligation. Respect for clients should not be optional.

Never had more issues with a company even when providing official documentation. They are going on 3 months not paying me for no valid reason. The agents are not willing to help us and we pay for them to be of use. What a joke. Im still between escalations for receiving a pay since MARCH without an financial assistance because they are already being paid to help me and I have gotten nowhere . Awful customer service and professionalism. Timely manners are not something they understand.

Tenez vous le plus loin possible. Je n'ai aucun retour de courriel ou de téléphone depuis plus d'un mois alors qu'on m'avait dit que j'aurais une réponse en 10 jours. On m'a dit que mon dossier était retenu à cause qu'un document était en attente d'être rempli par mon médecin. Or, un appel au secrétariat de mon médecin m'a confirmé qu'il n'avait reçu aucun document. La SunLife ment effrontément dans le seul but de retarder ou empêcher le paiement des prestations. Pire compagnie d'assurance. Si j'avais pu donner 0 étoile, je l'aurais fait.

Complete scam artists. They do not allow claim submissions online after 3pm PT on weekdays. Literally, the submissions button gets removed. That is so ridiculous. All other functions on the login/website work.

Hate this company with a passion. I have had countless many issues.

HR teams: choose a different provider if you want to put your people first.

If I could put 0 stars or -100 starts I would. The worst customer service I've experienced in my life, agents with half knowledge about procedures and laws, passing me from one agent to another. I spent 10 days filling in forms, talking to agents, for a retirement plan withdrawal for a non resident, each agent provided me with a totally different information, and we kept going back and fourth in process, until today nothing was resolved. Once all my money is out of Sun Life, I will NEVER go back to this institution again. Very Shameful and very LOW class service for a Canadian institution !!! Painful painful painful experience !

Sun Life's claims process and customer experience is so unbelievably painful that it has to have been intentionally engineered this way.

First, it's my husband's employer benefits plan and they refuse to allow me to create a registration portal to submit our family's claims. But I can't log into my husband's account unless he's sitting next to me because of their overly restrictive 2 factor authentication. When I called to set up a registration under my own name, the lady put me on hold for 10 minutes and then said it couldn't be done, it has to be in the primary account holder's name. I then asked if we could change the contact details to my email/phone and they refused. I asked my husband to change it over to my contact information and it was again denied because his email address is permanently tied to the account. Ridiculous.

Next, all claims seem to be automatically denied on first submission, where they provide you with a vague reason code about what they actually require to process the claim. Thing is, I can't submit all the required documentation through the app on a first time submission until AFTER the claim has been denied, when they provide a link to submit documents. On the mobile app, the link only allows you to access pictures, not saved files. This means instead of uploading PDF receipts or medical notes from a file, I have to screen shot pictures of those files and upload them from the phone's photo gallery.

Other complaints;
- an astonishing number of drugs require prior authorization forms to be completed by your doctor, at your expense
- the UI is not at all intuitive with important information buried so deeply in inaccessible menus that don't follow any logical organization
- their system frequently crashes or is inaccessible
- not all claims can be processed on the app, you still have to log into the website...the sorts of claims you can submit on the app are the ones that most providers direct bill anyway
- they seem to think I have coverage from another plan, because the drug manufacturer has provided a rebate which means I can't make the claim without logging on the primary website

As a person in tech, this is the MOST irritating site and customer journey I have ever encountered.

Employers, please consider ease of access to benefits when selecting plans. Manulife, Canada Life, Great West Life are all FAR superior programs.

Negative 1000 stars.

Very disappointed and dissatisfied with the insurance claim processing at Sun Life Financial. The overall experience was frustrating due to delays and a lack of clear communication throughout the claims process. It felt difficult to get timely updates, and the process was not as smooth or efficient as expected.

Improving responsiveness, transparency, and claim turnaround times would make a significant difference in customer satisfaction.

My medication is covered, but when I left to pick up the medication, Sunlife is asking for additional form from my doctor. Prescription is not enough. Now because of this I called twice my doctor and sunlife and I have to wait for 2 weeks to get the medication.

J’ai passé une IRM, sur mon contrat c’est écrit que je suis couverte à 80%.
Je vois aujourd’hui qu’ils me demandent un autre reçu avec écrit la date du paiement.
Sur le reçu que je leur ai envoyé, y’a la date et en plus l’heure. Sont même pas capable de lire correctement un papier. Pourtant on apprend à lire quand on a quoi ? 5 ans non?

I have this insurance at work with "maximum coverage," but they constantly lie and cheat, either not covering at all or only 50-70% for various made-up reasons, even though they're supposed to cover 90%, which never happened. Getting answers to questions is simply impossible; every document and question takes months, not weeks, but months for even a basic question. These jerks just take money regularly and give nothing in return. They're a terrible company.

Waited 2 hours for my call back and I never got it. I waited for my refund for a claim they told me I would get but never received it however I was covered for the expense. Very frustrated and find this is very unprofessional, especially when I was approved 80% for this expense.

My company recently changed group insurance to Sun Life. It's been nothing but hell ever since. I don"t know if this company is malicious or simply incompetent. They have screwed me so badly that I am going to run for a position with the union and demand that we change back.
And since I'm forced to deal with them, i'm now inundated with ads telling me to switch my home and vehicle insurance to Sun Life. What a crock.