Complaints

This profile includes complaints for Sun Life Assurance Company of Canada (US Branch)'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Sun Life Assurance Company of Canada (US Branch) has 6 locations, listed below.

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• 

  Sun Life Assurance Company of Canada (US Branch)

  1 Sun Life Park Wellesley Hls, MA 02481-5699

• 

  Sun Life Assurance Company of Canada

  15 Rye Street, Suite 310 Portsmouth, NH 03801

• 

  Sun Life and Health Insurance Company

  PO Box 725 Windsor, CT 06095

• 

  Sun Life Assurance Company of Canada

  P. O. Box 3417, Stn D Ottawa, ON K1P 1G1

• 

  Sun Life Financial

  50 O'Connor Street, Suite 215 Ottawa, ON K1P 6L2

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *************************** recently introduced *** coverage, and I reached out to ******* via online chat for clarification. My wife and I had undergone IVF in 2024, and I was informed twice by ******* online chat representativeswhose records should be stored in their systemthat I could submit claims within 90 days of 2025. I successfully claimed $1,500, which was reimbursed quicklyeven though the claim was in my wifes name. However, when I submitted a larger $11,600 claim, it was delayed for months before being denied.Initially, I was told the denial was because my wife was not on my benefits, despite her being listed on my life insurance. After escalating, I was later told the coverage only applied from 2025 onwardcontradicting the multiple confirmations I had received earlier. ******* had already reimbursed an *** claim from the previous year, making their reasoning inconsistent.Following this, I called Sunlife and spoke with an agent, who escalated the matter to a manager. The manager claimed she would look into it and keep me updated via email. However, she provided no real answers and seemed to act only as a middle person between me and the department handling the claim. I expressed my frustration, emphasizing that multiple ******* representatives had confirmed my eligibility and that ******* had already reimbursed a previous *** claim from 2024. Despite my efforts, the final response was that the claim was denied because ****** coverage did not start until 2025contradicting previous statements from their own representatives.This situation has been emotionally and financially draining. My wife and I have been severely impacted by this 3 year process and our treatment by ******* has had both mental and physical repercussions. IVF is a difficult journey, and the handling of my case by Sunlife feels criminal. I am now considering sharing my experience with independent media i.e. ********, X, Instagram, Rumble...etc.

  

  Business Response

  Date: 03/27/2025

  Please see attached.

• Initial Complaint

  Date:03/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started my NY paid family leave on 2/20 upon the birth of my son. My employer advised that they filed my ******* claim with sun life on 2/21. I received the first and only correspondence from ******** on said date, requesting additional documentation to process my claim. I provided said information via their online portal on 2/25, and called them to confirm they have everything in good order. I was told on 2/25 that I would have an update on the claim within 5 business days, which would have been 3/4. I have called sun life every day, sometimes multiple times per day starting on 3/4. Each time I call I get a different answer, the latest being that a claims examiner had not even been assigned to my claim yet. This is still true as of this writing on 3/7. I need this claim processed ASAP and my benefits paid next day. I was relying on these funds to pay bills while Im off of work to bond with my newborn son and this lack of accountability and follow up by sun life has made my last 2 weeks quite irritating and difficult.Sun life confirmed with me that they have records of how many times Ive called and what was discussed, I recommend you obtain those records to see the gross negligence they have shown toward me and my claim.

  

  Business Response

  Date: 03/13/2025

  Please see the attached response. 

• Initial Complaint

  Date:02/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I submitted a claim to the company back on Dec, 23, 2024, they paid out for the hospital indemnity that we filed a month later, ( they advertise that they pay out in 10 business days) we are still waiting for the accident portion to be reviewed ( claim *******) as i received a letter in the mail on January 23 that they needed additional information. I submitted that on January 23rd via e-mail. I called a couple days later to make sure it was received, was told it was and that it could take 2 months or longer to have it reviewed as "their behind", how is that my problem? This coverage is for accident and to help out with finances like aflac, How is it that ***** can pay out in three days but it takes you months? I called today and spoke to ******, she couldn't find my claim, stated that i didn't send in the information and the claim was closed but then miraculously found it after i gave her the date and time i sent the e-mail. I am tired of excuses and what seems like dragging of the feet and i should not have to wait months to get an answer about and accident clause that I'm paying for, don't offer this service if you can't pay out in a timely manner, this is ridiculous and I'm tired of calling and speaking to people who give me nothing but excuses and no answers. is this even reputable company? I've had nothing but issues and not very good customer service and excuse after excuse on what is going on. You wanted the Drs notes and paperwork from the surgery i sent that, you wanted the hospital bill i sent that in the hospital indemnity case so you already have that and i gave you the ct scan paperwork as well as the breakdown of what the surgery entailed. So when will I receive an answer to what is going on or payment for the claim. I need an answer or I'm also filing a claim with the ************************, It should not take this long to get some kind of resolution and if your behind, hire more help.

  

  Business Response

  Date: 02/14/2025

  Please see attached.

• Initial Complaint

  Date:12/24/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have paid into this all year and I trip and fall into a toddler pool. Im off work for 3-4 months and this company offers accident insurance. I am getting my claims declined on 12/24/2024.This company needs to pay me for the coverage the stood in front of my company and promised us if anything happens it would be covered. This company is no more than a scam and needs to be shut down. They are happy taking our money but will not provide the services promised to us.

  

  Business Response

  Date: 12/31/2024

  Please see the attached response.

  Customer Answer

  Date: 01/04/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:09/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was receiving long term disability payments from ******* due to ***********. These payments stopped at the first of the year. I was informed that they needed further paper showing that I was still disabled. I contacted my doctors office to have the paperwork completed. The paperwork was completed and sent to *******. I'm sure this true as my daughter works there and has done most of this herself. No further payments have been received. The ** director says they should still be making payments. Both I and my doctors office have tried to contact the company multiple times to see why, or what else is needed to get payments started again. I have tried to login into my account on the website and was told that I would have to call ************. All calls and emails have failed. We have never been able to speak with a "live person". And we have not received any calls back. The email address is-***************************** Another number is ********* ******* ************. I really don't know what else I can do.

  

  Business Response

  Date: 10/10/2024

  Please see the attached letter. 

• Initial Complaint

  Date:09/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a claim with ******** for short term disability and ****. I had all the required paperwork from myself and my doctors and Sun Life changed the dates on my claim that my doctor didnt provide for my **** and approved me for short term disability when the dates for short term disability were incorrect as I was not with the company for a year yet and already used all my PTO for the dates they approved me for short term disability two months later. My **** dates are getting approved for dates that I already worked and are getting approved well over a month that they were put in and now dont apply to my **** as I have a serious health conditions and per my doctors orders, I am not to be working. My **** was approved for August 30th, 2024 through September 29th, 2024 and they took away my **** on September 18th, 2024 when it was already approved by ******** on September 4th, 2024. I would like to come to a resolution with this issue as I am sick of getting the run around and I am severely sick with an illness.

  

  Business Response

  Date: 09/27/2024

  Please see the attached response.

• Initial Complaint

  Date:08/19/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Park Dental made a claim for Pre-Determination of Benefits with Sun Life for an abutment and crown. On 6/12/2024 we received an Explanation of Benefits (Claim # ***************) and Sun Life refused coverage with an explanation S304 Services Performed During the Dental Waiting Period Are Not Eligible for Benefits. I had just shown Sun Life on the previous appeal that we had prior group dental insurance on 12-31-2023 through the City of ****************. On 6-12-2024 I called the Sun Life customer service who offered to fill out the paperwork for the appeal and said it takes up to 30 days for the appeal to be completed. After *************************************************************** progress and it takes up to 60 days. On 8-15-2024 I called Sun Life customer service again, as it had now been over 60 days. I was told the appeal was on file but nothing had been done with it yet. He requested the appeal to be escalated.According to my dental contract with Sun Life on page 13 it states: Benefit Waiting Periods- The Benefit Waiting Periods shown above will not be applied if you were enrolled in a prior plan.Page 12 Definition Prior Plan means - the employer group plan of employee dental expense benefits that was in force on the day before the effective date of this plan.I had already shown Sun Life that we had prior dental coverage through Delta Dental from the City of **************** when I went through the prior appeal. All the Columbia Heights employees switched from Delta Dental on 12-31-2023 to Sun Life Dental insurance on 1-1-2024. I have had continuous dental insurance from Delta Dental through the City of Columbia Height for over the past 25 years.What I want from Sun Life is for them to pay the benefit as the contract states. That means covering the bill from Park Dental for the custom abutment and the crown up to the annual maximum amount.

  

  Business Response

  Date: 08/30/2024

  Please see the attached response. 

  Customer Answer

  Date: 09/11/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************************

• Initial Complaint

  Date:08/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I as surviving spouse filed a AD&D claim with Sun Life on behalf of my Husband. My husband's death was accidental and not a result of medical problems. The claim was denied due to lies, omitting medical information in order to force the claim to benefit Sun Life, having a ****** review the case that hasn't had a license since 2010 and no license in ******** which is against the ***************** I appealed the case due to Sun Life stating that the appeal was being handled by a third party company. That was a lie. Sun Life did the appeal. The appeal was full of lies, false accusations, fraud, deceit, misleading, omitting medical information, twisting and turning information around to force the claim to benefit Sun Life. They falsely claimed medical problems that my husband didn't have. They didn't use previous medical testing that showed my husband didn't have the medical problems they claim he had. They had a second ****** review the case. Again the ****** didn't have a medical license in **. Again against the laws of the ************* of VA. The Sun Life employees lied and made up what happened to my husband even though they don't know what happened. The ****** wrote her story of what happened to my husband that was only her opinion and was a lie and Sun Life used her version and not what really happened. They refused to read the hospital records that show that my husband told the hospital what happened and used their ******s made up story instead. The ****** made up illnesses that my husband didn't have and didn't use the ** scan that showed he didn't have them. The ****** used portions of my cover letter and not the whole thing in order to benefit Sun Life. I believe she was paid by Sun Life to tell these lies, misleading and deceiving report. This is a $100,000 policy that Sun Life is weaseling out of. Please help with this. What Sun Life has done is wrong. They have complaints of weaseling out and wrongfully cause harm to others. I am not alone in this.

  

  Business Response

  Date: 08/22/2024

  Please see the attached response.

  Customer Answer

  Date: 08/28/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

• Initial Complaint

  Date:07/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm completely disabled and Sun life quit paying my disability income.

  

  Business Response

  Date: 07/26/2024

  Please see the attached.

• Initial Complaint

  Date:06/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Mother-In-law worked for Bedford Weaving Mill and obtained Sun Life Insurance. *** retired in ******************************** effect. Unfortunately, Mom passed away in ************************************************************ December, January, March and April we submitted the same requested information via email, registered mail and fax - to show proof of delivery. On June 14, 2024 we received another packet (dated May 22, 2024) of the same requested information that was previously submitted. After calling the company three times, the assigned coordinator has yet to return a phone call and we have not received a status update.

  

  Business Response

  Date: 07/01/2024

  Please see the attached response.