Sun Life Financial Canada Reviews 

This should be zero stars. Sun Life employees do not care about anyone. They drop the ball on Long Term Disability claims making it so people who are on stress leave don't receive a paycheque before Christmas. How is one supposed to afford their mortgage payment, food and things to survive? Thanks to our case manager at Sun Life, we will be going hungry during the holidays. All because she doesn't understand the urgency of submitting documents or doing what is needed on her end. It's unethical, inhumane and so unprofessional. Get it together.

They are a real joke of a company. I have not sincerely enjoyed the benefits of dealing with sunlife. I tried to complain many times but nobody was there to help. I feel helpless with them. My friend told me to go to So Lick which I did and its been worthwhile now for me. You need to deal with a good company to know that they are treating us very badly here

What an absolute joke. They lost forms, push back dates to when policies and refunds will occur and staff are incompetent. DO NOT trust these guys with your money or information.

Terrible experience, staff continually make repeat errors. 5 weeks into a transfer request with 3 different calls and attempts to have funds moving and still no resolution.

I wish there was a -100 rating! Sunlife insurance remains the worst ever kind of company to get enrolled with! Filled with lazy agents who cannot successfully get a Client details across to the pharmacy! I can't believe on 2 different calls, the agents were issuing my previous ID under a previous employer while they were too lazy and stupid to at least work for what they're being paid. It's been hell dealing with sunlife!!!

Sunlife is really suck since they change property management. In 2006, we received the refund within 2 days of life insurance claim. In 2024, waiting and waiting, do they understand that it's our money, we want to claim back to pay for the defunt ?

This past year, my employer transitioned to Sun Life for our benefits, and I’ve had a terrible experience dealing with them, especially while on short-term disability following a major surgery. From the start, there were delays because they incorrectly signed me up after my surgery.

While the customer service representatives are polite, they seem poorly trained and unable to provide clear or helpful information. My assigned caseworker has been extremely rude and dismissive, often ignoring my attempts to communicate. I’ve received vague voicemails asking me to call back without any real details or proper messages. On top of that, I’ve been sent repeated emails asking for information I already provided weeks ago.

After my surgery, my doctor recommended 4 to 5 months of recovery time. Despite this, my caseworker tried to pressure me to return to work just 5 weeks after my operation. Payments have also been unreliable; there have been times when my cheques were delayed by three weeks, adding unnecessary stress during an already difficult time.

Even my dentist and doctor have expressed how unprofessional and uncooperative Sun Life has been in handling claims. This experience has been incredibly frustrating, and I feel as though they are dictating my life with no regard for my well-being. This is, by far, the worst benefits company I’ve ever dealt with.

Awful. Just awful. As a health provider, don’t make a mistake because they can’t help you to reverse a claim or fix anything. What kind of business is this. They should be audited!

I came here feeling bad about leaving a negative review and it appears I am not the only one...

I have never before experienced anything like this.

We were approached by a friend, who started working with them. We were already looking to get additional insurance on top of work, so we were interested.

Through the process, we somehow didn't qualify for all the bonuses we were promised. We were misinformed at every step of the way and never really knew what was going on or was going to happen next.

The application process was ridiculous, with them clearly using this to get a bunch of info on us for financial planning services.

They managed to drop the ball on every piece of communication they had to do with my healthcare providers, nevertheless backing the results of my application on the information they failed to obtain.

This was a huge waste of my time. Definitely going somewhere else with my money next time.

Outdated, confused and completely incompetent.

Never go to this company. I put $2500 in 2018 in spousal RRSP. When I transfer today it was only $1366. Very expensive fees. And poor management. Transfer fee.
$354???? Very expensive!

I applied applied for health insurance with Sunlife: the experience was awful, our application was tedious, lengthy, invasive and the process confusing. The agents are confused themselves - unaware what goes on after they complete the paperwork. The end result would have been a very expensive insurance covering none of our needs, altogether a waste of money and time. I have withdrawn the application at the second wave of forms and paperwork was thrown at us - covering information we have already provided. It was just an endless hassle. We opted for for insurance from a competitor and the whole process took 1 hr versus 3 weeks...

I have had an ongoing claim on my Father's life insurance for nearly 5 months. They constantly want different documents or in a different format or different wording.
My Mother died 3 months after my Father and had an identical insurance claim and that was paid out within 3 weeks of her Death.
I have still not had any payout for my Fathers life insurance policy.
Huge inconsistency with requirements and painfully slow!

Si j’avais pu mettre aucune étoile je l’aurais fait.Aucune e bonne expérience avec cette compagnie.Honnêtement ce qui résume le tout c’est incompétence. Ils doivent vous rappeler et ils ne le font jamais. Personne ne peut prendre de décision dans cette boîte. Pas capable de faire de plainte pour qu’ils s’améliore. Les gens a qui on parle sont perdu pour la plupart. Bref aucun positif.

We needed personal health insurance for 2 people. We got in touch with them, and the entire process took more than 4 months! Not only that, but they declined coverage for anxiety medication, ADHD medication, mental health coverage (i.e. psychologists, social workers, therapists etc.).

So... They'd want us to pay up to $234 per month?! For what??? Dental, optometry and paramedical? Realistically, we could only go there 6 times in a single YEAR to a chiro, for example:

"Paramedical (like massage therapists and speech pathologists): 100% up to $400 per practitioner"

As for dental AND optometry, the cost incurred is around what, $375 per year when and if we go(?). Wait... Get this, the coverage would NOT even start for a WHOLE year and then every 2 years:

"Vision — Every 2 years
100% up to $300 (starts after 1 year)"

As for dental, it wouldn't start before 3 months.

As for the part about medication, EVEN if they had to pay for medication, they would NOT be paying a lot whatsoever, seeing the government here pays A LOT of it. The idea that they pinch pennies for something they wouldn't even pay much for is so baffling.

Not only is it highway robbery, but it's the WORST insurance company I have EVER had to deal with. When you place capitalism on such a high pedestal, companies are always trying to save face when there is public backlash. Unfortunately for them, with a rating of 1.2 stars here, they CLEARLY don't care. Unfortunately for them, they're missing out on A LOT of money here.

The process itself was us communicating with a rep, and then she had some questions (i.e. basic forms for us to fill in). Which is fine, whatever.

However! Subsequently, a bunch of random people we didn't speak with, which the rep referred to as "they", sent more questions over to us through her. If this wasn't enough, three quarters of the questions were the EXACT same questions.

Now, fast forward until the very last day: The rep calls me (I was asleep when I picked up), asking us to send a reply that day. She told me she was going on vacation after today and needed us to reply to the email. Alright, fine. Once I got up, I read the email which stated that they wanted us to give them an answer on that SAME day, otherwise we'd have to start over from scratch. I don't understand their logic, which is not only completely ridiculous, but also asinine! And sure... That's gonna be easy, especially when the rep was going on vacation. 🙄

All of that said, we were NOT interested in getting coverage with Sunlife. I replied to the rep, stating the entire process was completely ridiculous. Especially due to the fact that they literally expected us to fork over money with clearly ZERO benefits. What's the point of advertising something extremely beneficial that we'd use more than anything, but tell us, 'no, you can't get this coverage', despite the fact that they would STILL make money:

"Psychologists / Social workers: 100% up to $1,500".

The above here would be around half of what we'd pay a month.

Personally, I believe that they have the worst type of customer support (or whatever you wanna call it), where the person you are talking to has ZERO say and is merely a secretary passing down information to both sides. I have no problem with that person whatsoever, what I do have a problem with is not talking directly to THE person making decisions that impact the final outcome. AND the fact that THEY wanted a decision on the same day the email was sent? Respect and Logic: 0%.

Where other providers like Manulife approve Estimates within 24 hours, Sunlife requires 7 BUSINESS days! And then, if they require more information, they require another 7 business days!
For some medications and equipment, this could result in health issues or something significantly more serious, even death.
HORRID Customer Service - HORRID response time, and ridiculous requirements not needed with other providers. Plus, you cannot get to a higher level when things are dire!
They will also not approve required prescription medications for over 30 days at a time, when they are required every day of the year - all other providers offer 90 days at a time without any problems.

test testing testing

Terrible service experience. Wife passed away in Jan-2023, I am beneficiary of RRSP - everything filled out properly for payout of claim. It has been months and months of no action, excuses and fake promises. Its always the same message, its with the back office being processed. No information or updates. No escalation path, just a bunch of sorry, sorry, sorry. I have never experienced such incompetence and to think this is supposed to be a highly regulated financial institution....shame on you guys. You should be very embarrassed.

my workplace uses this crappy company for benefits. i submit a claim and expect the 20% payout (per the plan) and they reimburse me with a 1% payout. i contact them and they basically say "tough luck"
i wish there was a way to make these cheating lying companies pay

The security check with Sunlife really sucks. I left my company and would like to transfer my accounts to my bank for better management. When I called them, interestingly I passed the security check, talked with the advisor for 30 mins then they transfer me to helpdesk and they failed me for security question !!!. I called one more time, passed. Another time, failed...Looks like their system do not record the answer properly or some thing. The helpdesk (named Chris AZ 84) even commented bluntly " How come you forgot your personal answers?"

It is a waste of time dealing with them and it is so annoying.

They took over a pension company that I'd been with for years with no problems. They under-performed consistently with others in the market but I left it where it was because it was 'the safest fund' that they had. So then we have the Truss disaster and the fund starts to drop like a stone. Do they inform me? No! I don't find out until my next statement for a fund that they're managing and taking a commission for. I complain to the financial ombudsman after conversations/letters with SLOC and he sides with them! This episode cost me £40,000 and I was offered £100. Zero stars is not an option....