Sun Life Financial Canada Reviews 

We have been dealing with Sun Life for several years with our extended benefits. They are extremely slow to respond. They have been submitting our monthly fee through our credit card provider for many years without any issues.

August 1st and 2nd, 2025 the payment was SUPPOSEDLY submitted to my credit card provider and was declined (untrue according to credit card provider). There was never any communication from Sun Life.

Again on September 1st and 2nd, 2025 the payment was SUPPOSEDLY submitted to my credit card provider and was declined (untrue according to credit card provider). There was never any communication from Sun Life.

On September 31st Sun Life cancelled our policy. There was never any communication from Sun Life.

After finding this out Sun Life requested in excess of $1500.00 to re-instate our policy.

I contested this on the basis of administrative error on Sun Life’s part.

Sun Life reviewed their administrative process and came back and said everything was done properly on their part.

I have evidence from my credit card provider that NO payments were ever submitted for payment in August or September 2025.

Never available by chat - doesn't matter the day of week or the time of day. Never available on the phone - doesn't matter the day of week or time of day.

Coverage options are generic and I can't get straight answers, until I pick up my rx of course, that's when I find out theres no coverage.

I don't know if it's a financial institution issuing the permits, but I gave them my information, my phone number, and every chance they get, they call me trying to sell me life insurance. It's annoying because they keep insisting, as if calling three times a day would somehow make me agree. Does anyone know where to report these kinds of companies or call centers? They're a nightmare. All the numbers blocked on my mobile are from SUN Life Insurance.

To preface, my account was open because of a profit sharing from my job some 9 years ago. My job had failed to provide me with any information on accessing the or managing the funds.

Sunlife however provided even less of any help for 7 years on fixing this situation. I would get my yearly report, see how my fund was being managed by perhaps monkeys or the mentally infirm, call there support number to get assistance in closing the account and be given a 3-4 hour run around. 7 years later I finally got someone who could help and not including waiting times i had my account closed and online information given to me in 20 mins. Was it that the 10ish times before I was speaking to a fourth grader reading from a script? Avoid at all costs and save hours self hours if not days of phone time.

Sun Life, doesn't take on consideration the claims for sick leave at all. They make the decisons based on Manager's of AVIVA suggestions and not doctor's notes and medical situation of the employee. Do these companies follow rules and laws?

Sun Life uses Global Excel Management as their out-of-country medical insurer and has approved the following practice: GEM is now running an apparent profit driven scheme that requires customers to wait up to 1–5 business days for coverage verification before approving direct billing or payment guarantees for out-of-country medical care. In practice, this policy effectively denies immediate access to emergency medical services, including in life-threatening situations, where delays are medically unacceptable. Requiring advance verification under these circumstances creates a foreseeable risk of serious harm and possible fatalities. There is a special place in hell for those responsible for this degree of greed and corruption, and there should be jail terms for them as well.

What a joke you can't talk to anyone at all what is the point of having a company with zero customer service ita a total joke

I’m really frustrated with the customer service I received from Sun Life. I called to follow up on a claim and spoke with an agent named Nico, and the interaction was rude and condescending for no reason.

From the start, instead of helping me get an update, he was very condescending. He asked what the dr. First name was from my claim which I didn’t have immediately. I explained that I had already provided this information during a previous call and that I was just following up. His response was to talk down to me, repeatedly saying things like “let me break it down for you,” as if I didn’t understand, and even telling me I was explaining things wrong and asking the wrong questions. It felt like I was being corrected instead of helped.

He was very inconsistent also. I’ve been waiting over three weeks. Nico said the typical claim processing time is six days. When I told him another agent had said it would be processed the same day, he said that was possible but “not for this one,” without explaining why. It honestly just felt like I was being brushed off.

I asked if the claim could be escalated since I’m well past the timeline I was given. He said he would try to get a supervisor, but apparently no one was available and I’d receive a call back within two days. At that point, I was left wondering why there are agents at all if they can’t actually help resolve anything.

Overall, the tone, lack of empathy, and mixed information made this a really unpleasant experience. I wasn’t asking for anything unreasonable, just clear answers and help getting a claim processed that’s already overdue.

Sun Life customer service is absolutely horrible. Hour long wait times on the phone to speak to someone. The so called on-line chat called "ELLA" is not helpful at all. The system is very amateurish. They state going through the mobile APP provides quicker service. Not really!

Une grosse compagnie déconnectée… il y a une adresse courriel pour le service où j’ai écris à 3 reprises et je n’ai toujours pas reçu de réponse de ma première demande il y a 1 mois…
J’ai dû appeler et on m’envoie un document qui, quand je viens pour l’ouvrir me demande un mot de passe… je réponds au courriel pour savoir de quel mot de passe il s’agit, toujours pas de réponse 4 jours plus tard. Je ne mentionnerai rien au sujet du conseiller autre que s’il était un chef cuisinier, il ne serait pas dans un étoilé Michelin mais dans un greasy spoon… 🤦🏻‍♂️

Dealt with Darren Bodi in Windsor. Gave poor advice & service. Would not listen or take responsibility for choices made. Definitely would not recommend. I had a large RRSP & TFSA Portfolio with Sunlife & this was moved to another institution. Darren was only concerned with gaining maximum amount of commission for himself.

Zero stars, if possible negative stars, poor customer service, difficult claims process I have got a "death insurance" as a nonsmoker, healthy person.Rates increased dramatically, no notification received for the increase, however when I asked about the calculation as per the band age, I was told the rates are not guaranteed so the increase was as per their discretion .I asked for immediate cancellation and they refused, this way they can still another month of money of my pocket.Worst experience dealing more than an hour with Customer Service

ZERO STARS! The worst customer service I have ever dealt with. Multiple calls, literally hours on hold to eventually get the information I should have received on the first call. Changing to another company after the holidays as these guys seem to have set a new standard for terrible service!

Terrible customer service. To the point of laughter

Try change my pre authorize payments to another bank account but customer service claim that that the digit system does take it, had no problem with other pre authorization with other companies, customers service gave me link to email my forms, email them twice but no response

After spending years with Manulife. I absolutely hate and can't stand how terrible sun life is from their terrible customer service. An app clearly designed by a group of clowns who had absolutely no idea what they're doing. Will request my employer discontinue using sunlife as a benefits provider.

The worst! My company has their pension and benefits with Sunlife Canada so I have no choice but to deal with them. I cannot submit benefit claims and have been trying for over a month to speak with someone about it. I have tried daily to use live chat and the phone numbers they provide. The chat is always "to busy" with a message to try another day and the same with phone, that is if it gets answered at all. They have made it impossible to claim some benefits which I guess helps save them money since they don't have to pay out on them then. Three invoices I've been trying to submit for almost 2 years... yup 2 years! The time allowed to submit them is about to expire so I will be interested to see once it expires if all of sudden I am either able to submit them or contact someone about it once it is too late. Disgusting.

I had an excellent experience with this insurance company from start to finish. When I needed to file a claim, the process was incredibly easy to follow! Everything was laid out clearly, with no confusing steps or hidden requirements. Every representative I spoke with was patient, kind, and genuinely committed to helping me understand my coverage and next steps.

I am convinced they intentionally make everything difficult to inflict mental distress on customers so they give up on claiming their benefits. Its either that or they are so painfully incompetent they should be bankrupt and sued.

Zero stars! They are thieves. They took all my retirement funds! Charged monthly fees and left me with 0$. They are crooks.
They will also disconnect your call and say you dropped the call! Unethical people! Do not use. You will be on hold for 2 hours to talk to someone. The worst company ever.