ComplaintsforSun Life Assurance Company of Canada
Insurance Companies
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Complaint Details
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Initial Complaint
13/02/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I have a Group Choices account from a prior job with ~$150000 being held at Sunlife. I have been trying to speak with a representative about this account for almost 3 yrs now. Every time I am connected with a rep something goes wrong. 1st rep was so disorganized in her office and finances I could not take advice from her, 2nd one sent me a form for account access without providing her birthday so it was rejected, I got thru to an agent yesterday and the call dropped after 10 unsatisfying minutes - NO CALL BACK from the agent. I do not have unlimited outgoing minutes on my phone and sent an email asking for contact. The email indicated my account isn't with Sunlife !? I Want to Talk To Someone about my Account and I am just tired of being ignored and run around. I want answers from this company about where my money is and I want it SOONBusiness response
27/02/2024
Client was contacted, and issue resolved.Initial Complaint
03/10/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have been terminated from my job for over 1 month. They still refuse to close my account, or pay out my pension investment as stated with my plan. Which has also gone down 16.8% in the past year. ***** ********* ***** I've not had access to MY MONEY I gave you to lose over 10 percent of, and when asking for a manager one is never available. **** ** *** ***** ******* **** **** ***** *****Business response
14/10/2022
We've contacted our Client and provided next steps in order to complete the withdrawal request.
Thank you
Customer response
19/10/2022
Complaint: ********
I am rejecting this response because: I was told by your agents I would be getting $7223 back minus a withdrawl fee. Instead I get $5778 back and when asking for a manager for this I am refused again. ********* overnight on top of the fee I lost $955 **** ** * ******** ****
Sincerely,
******* ****Business response
25/10/2022
Hello,
Our Client has been contacted. We've explained the difference is the tax deduction.
Thank you
Initial Complaint
28/07/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
,On July 19, Hi ****** Thanks for your email to the Better Business Bureau. I'm sorry to hear about the problems with your drug claims.I'll connect with my partners to get this resolved. I'll get back to you by Friday. If you need me before then, please let me know. I'm happy to help. Thank you, Patrick ********************* <*********************@*****.com> 27 juil. 2022 12 h 30 (il y a 18 heures) à Patrick Hello again,... such a beautiful summer day and yet there are still clouds over payment of drugs by SUNLIFE.... guess will have to call BBB again and mention again that it was not settled to my satisfaction, now if SUNLIFE does not want to go by the understanding taken with ******* when taking over **********... let me know once and for all...... it is getting ridiculous since 2019 and still not working ???? thank you for your help but results are the same as previously. Have a nice day, be safe as you can see since 2019 it is a constant ...i call they say they correct situation and I call again and back and forth... nothing is done.... i am getting very very upset with SUNLIFE no SUN Shining there. ****** ****Business response
06/09/2022
Business Response /* (1000, 5, 2022/08/04) */ We connected with our client to resolve her problem. Consumer Response /* (2000, 7, 2022/08/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yes someone from the business, to my satisfaction did great work in solving this issue. Thank you very much for your help, I do hope I will not have to get back to you in the future, Wishing you health - again thank youInitial Complaint
26/07/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Sunlife published a mobile app which missed the major functions from the current web application and there is no warning sign on the mobile app to warn the customer which could cost customer hundred to thousands dollars. both my husband and me have employee health insurance from sunlife. recently my husband has been submitting his claim through mobile app and didn't realize there is no coordination option on the mobile app. he thought all his claims has been automatically coordinated on both of our plans. this could cause a loss of a few hundred dollars to thousand dollars. I will still need to check one by one to see how much we have lost. we have called the customer service and we are not sure if they will refund us if the insurance was submitted last year. Please help us contact Sunlife leadership. the mobile app need to be audited if it is missing the major functions. ThanksBusiness response
06/09/2022
Business Response /* (1000, 5, 2022/07/28) */ I've given our Client an answer on their complaint. If you have questions, just let me know.Initial Complaint
22/07/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Durning the firts week of February, 2022 my mother died. I and the executor of her estate. She had multiple accounts at Sun Life (2 segretated funds, 2 RIFFs and an insurance policy). I also know who her Sun Life advisor is. I contacted the advisor to get the settelment started. It took about 4 weeks to get acknowlegement back from the advisor on getting the paperwork started, Another 4 weeks later I was advised by the advisor the paperwork was wrong and different paperwork had to be submitted. That paperwork was submitted three different times as it kept coming back not correct. Eventually one of the segregated funds was paid out. I'm still waiting for the second fund, 2 RIFFs and insurance policy to be paid out (now late July 2022). The advisor is non-communicative and I have no onle else to each out to. It seems Sun Life is holding my mother's funds hostage and I can't get her estate affairs finalized until all funds are paid out. I have a string of emails between myself and the advisor available if required.Business response
06/09/2022
Business Response /* (1000, 5, 2022/07/26) */ Hi ******, Thanks for bringing this to our attention. I've written to ***** for additional details so I can help him. Have a nice weekend. Daniel Daniel B. Protecteur des Intérêts de la Clientèle Client Advocate Financière Sun Life Sun Life FinancialInitial Complaint
15/06/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Yesterday I tried to file a claim on behalf of my wife so she can get reimbursed for 3 pairs of prescription eyeglasses. The representitive I spoke to didn't seem interested in helping me with my claim and then proceded in prattling on about my coverage and benefits. I found her to be very unprofessional and incompetant.Business response
16/06/2022
Thank you for letting us know about our Client's issue.
I'm taking a look into this.
I'll have an update for you and our Client by next Thursday.
In the meantime, if you have any questions, I'm here.
Take care,
Daniel
Daniel B. Protecteur des Intérêts de la Clientèle Client Advocate Financière Sun Life Sun Life FinancialInitial Complaint
14/12/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I recently retired from ****. Sun life manages our benefits. Prior to retirement I called sun life to enquire about my retirement benefits. I was told by someone at sun life that they would reach out to me to discuss my options. Also was covered for 30 days on old benefits after I retire, I went to dentist and my husband bought glasses. Submitted my claim and was rejected. These were submitted a week after my retirement. I called to inquire and was informed no you are on retirement benefits which is different. So I asked to have them listen to call back before I retired august 13th. Since then I have been calling, emailing sun life to speak to supervisor not the person that answers calls and each time I'm promised someone will call me back within 2 business days. Nobody has called me, the online message I received back states that someone will call me within 2 days, again nothing. I've asked them to provide me complaints department. Nothing. Very frustrated . This has been going on since I retired in August. If I ever did this when working at the bank I would have lost my job. I want the call listened to prior to my retirement when I called to inquire about my benefits option. I have 2 claims I want to be reimbursed for. Under my old benefits,. Thank youBusiness response
25/08/2022
Business Response /* (1000, 14, 2021/12/17) */ Contact Name and Title: Francis C. Contact Phone: XXXXXXXXXXX -XXXXXXX Contact Email: *******************@*******.com I'm sincerely sorry to hear about your recent experience with us. I will investigate this situation and we will get back to you by next Wednesday with an update. Let me know if you need help in the meantime. I'm here to help. Thank you, Francis C. Client Advocate Consumer Response /* (3000, 16, 2021/12/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have been told the same thing 4x in last month and half. I want someone to call me to discuss. I have also asked to listen to my call I made to Sun life back in July or first week of August when I inquired about my retirement options. Even back then I was told someone would call me to discuss. Nobody did they just cut off my old benefits and put me into the retirement benefits what ever option I don't even know. I want to listen to the call where I was told I would be covered still for 30 days. I even confirmed over the phone as I was surprised. Also, i was told someone would call me to discuss my options. And Sun life didn't even have noticed of my retirement yet from ****. So the call was prior to August 13th. I am tired of the call centre telling me over and over someone will call me within 2 business days. Not once have I had a call. This is not acceptable. Business Response /* (4000, 18, 2021/12/23) */ Thank you for taking the time to speak with me earlier today. As discussed, the claims have been processed and you can expect the payment in the next 2-5 business days. Do not hesitate to reach out to me directly should you have any questions. Regards, Francis C.
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Customer Complaints Summary
19 total complaints in the last 3 years.
5 complaints closed in the last 12 months.