Sun Life Customer Service

Angry at this company. My job changed insurances to Sun Life last year. My family and I are diligent about our 2 times a year appt with the dentist. Apparently, our previous dental insurance required just a 2x/yr cleaning. Sun Life is very specific about exactly 6 months. We were 9 days away from exactly 6 months. We do a family appt because it's easiest to schedule. So we had to pay a lot out of pocket because my appeal was denied. I was so angry when I got that denial, I immediately sobbed uncontrollably. What a hopeless feeling. I will say the numerous people I talked with were very pleasant, it's not their fault.

Sun Life will not pay out needed dental work, causing further medical issues due to delay in response and non payment! Extremely unsatisfied!! Don't use them.

They are quick to deny claims. Customer service is terrible, you get different answers depending on who answers the phone

Stay away from this company. They work very hard to find reasons to deny claims. This is definitely the worst dental insurance company I have had to deal with. They are 100% more interested in there bottom line than paying for proper dental care. I strongly advise to avoid this company unless you are willing to pay thousands of dollars out of pocket.

Two years in and they still can't spell a name correctly. I've called, my employer was called and they still can't fix it. I have no faith in their data accuracy or security at this point. It should not be this hard to get a name correction or take such an absurd amount of time. As for coverage, they cover next to nothing for children or even less for adults. You're probably better off with no dental coverage if you can set aside the $60/month for a year instead.

Sunlife Benefits through my employer have ALOT of internal process challenges that impact their ability to offer seamless benefits.
Their internal systems are outdated and cannot respond to changes in coverage once a retirement change happens.
Very disorganized and all correspondence requires hours in the phone to resolve issues.
A very disappointing ongoing experience to get the coverage we pay for.
Would NOT recommend Sunlife.

Ridiculous policy on dental extractions and subsequent implants and crowns. They denied my appeal even after I carefully outlined the unavoidable circumstances in which I received said treatment. No compassion or understanding at all. We are all humans and should be treated as such, not just as dollar signs for this company.

I wasted my insurance money using the dentist at the University of Saskatchewan Campus. I have a problem with a tooth and agreed to x-rays and checkup prior ... only to have the dentist say "I am not concerned about that" then she spent our time telling how to brush my teeth. I will never use a dentist there again, and my Sunlife insurance money was wasted on this dentist. Poor.

Sun life dental is so bad. You pay $60 per month and only get a maximum of $1500 per year. I had to have xrays because I broke a tooth and they only pay for x-rays every five years so it cost me $3500 for five years to get $185 worth of xrays. That's just ridiculous.

Sun Life Dental is a poor choice for any large corporation looking for a dental plan. They have terrible bureaucratic customer service and their appeals process is a joke. Their bottom line is making as much money as possible and they have no concern for the actual health or heath care experience of their customers

My complaint is with the investing arm of Sunlife Financial. I was attempting to transfer a lump sum deposit from my bank (as opposed to payroll deduction, etc.), and admittedly provided the wrong account number (though I didn't know it at that point), yet somehow the money appeared in my Sunlife balance, without being removed from my bank account. A small hiccup and easily remedied, unless you work at Sunlife. With no explanation, they informed me my payment wasn't received, and the transfer would be reversed. A comedy of errors occured, with me having to do all of the legwork to find the root of the problem, despite the surly service reps and slow response time. I finally learned that I had provided the wrong account number (savings, not chequing), and knowing that, I quickly provided the correct account number and was told the transfer would be done soon. The last communication was June 5th, and until July 20th neither my bank balance nor Sunlife balance was altered. I regularly checked in to Sunlife to see if anything had happened, and one day there it was, my balance had suddenly been reduced the amount of the transfer, with zero warning or even an explanation from Sunlife. I was shocked. All those months of interest accrued, the pains I had trying to get the seemingly simple transfer done, and in one keystroke they had wiped it out, without even a "How do you do?" Ridiculous. This is only the main crux of the issue, and doesn't detail the terrible customer service, the website "time out" issue, and so on, but there were a lot of other problems with this company, mostly related to customer service. If they had been open and communicative throughout, I wouldn't be so upset, regardless of the issue, but they have been curt and unhelpful from the beginning. Unfortunately, the situation is ongoing, and I feel my money and account are at their mercy.

Sun Life Dental claims department is very difficult to work with. We have been trying for 3 months to get a claim paid, for a crown. The EOB stated the claim was denied. When I, the patient and insurance holder, called the customer service line, they said the claim was denied because they did not have the x-rays, and because they did not have a copy of my dentist's current license to practice in Texas. When my dentist contacted the Provider service line, they told her they did have the x-rays. As for the license, she had to fax them a copy of her license. They would not go on-line to verify she had a current license. It's been 3 weeks now, since she faxed over her license. I called the customer service line again, and they claim they still don't have the license, or the x-rays. I don't understand how one department can have the license, and the x-rays, but the claim department does not. No one has been able to give me a good explanation. My dentist thinks this is a major stall tactic by Sun Life. What do you think? Any suggestions?

Getting answers or action from SunLife is like pulling teeth! Given an issue with many spokes, our account rep can't deal with more than one Q at a time. Out of a larger picture that requires a global solution, she can only transmit answers from your underwriters in piecemeal fashion, as she is either entirely unknowledgeable about the rules & regs governing our LTD policies, or is rigidly following corporate protocol to shield SunLife from liability for giving incorrect A's to anything. Either way, the result is the same for us as customers: We are required to wait for MONTHS at a time for answers to basic Q's, which SOMEone ought to be available to answer at the get-go. We have now been waiting 3 months, since mid Nov. 2012-- for ANY explanation as to why your premium rate statements (dating back months) appear so garbled, incoherent and apparently incorrect, given our straightforward 2-tier/2-rate plan. With the further passage of time, they now require an even greater overhaul and accounting reconciliation. We are also still waiting for simple answers to our Q's about the finer details of setting up an elective system for employees to pay premium contributions out of pocket--which we had advised Sunlife in 2012 we wanted to set up at the beginning of 2013, on the heels of our policy renewal. There was ample opportunity to get this done ahead of time, had Sunlife not dragged its heels. We are now 2 months into that process in the new year, and still NOT A WORD from your underwriters! Since our rep. refuses to pass us up the mgm't chain to someone with direct knowledge, whom we can contact directly for an intelligent discussion, we are herded, like sheep, to an impersonal website for relief. PLEASE CONTACT ME DIRECTLY!

Very dissatisfied customer want to file a formal complaint directly to Sun Life Fin. corporate office for negligent/malpractice treatment by two different dentist. Ca Benifits Dental Plan office in Irvine Ca was not helpful in a timely fashion causing me to pay more than expected for dental work.
I want a fax num. for the corporate office to sent proof of negligent/malpractice from dentist and service rep for Sun Life Fin.

Sun Life Financial is the worst company I have ever dealt with. They have no respect for the Privacy Laws of Canada. Sun Life willingly gave out my personal and financial information to a third party with out my consent. Sun Life didn't have any remorse for their actions however I still have to deal with the fall out. Please use any other company but think twice before using Sun Life.

Very friendly staff, able to answer my questions - kind of like clearing the jungle path for me but not forcing me into anything.