Sun Life Financial Canada Reviews 384

Please do net let, yourself or your employer, put money in an account at SunLife for you. Even if you think it's worth it for retiring. They will refuse you to take your money out even if you really need it. They all deserve to suffer.

Absolute and total incompetence with anyone that works there. I have made a total of 15 calls over a 4 week period each with being on hold from 30-60 mins trying to correct a mistake made by the initial agent that opened a health benefits policy. The amount being charged to my cc was an extra $80. Excuses upon excuses - we have escalated, supv will call back, accounting is checking, cant read the previous notes on file, wrong department. I got fed up and just cancelled the policy and filed a complaint with the Financial Services Regulatory Authority. It is a matter of Fraud they are overcharging when a premium amount was agreed to.

I have dealt with many insurance companies and SunLife is by far the worst. Payments can take a long time to process. The app is not comparably user-friendly to other insurance apps. Customer service representatives are unfriendly. Coverage is worse than comparable tiers with other insurance companies. It is very disappointing to be with SunLife.

I’m very disappointed with my experience with Sun Life’s Group Critical Illness Claims process. Despite submitting all the required medical documentation and meeting the 30-day survival requirement, my claim has been left unresolved for an extended period. Communication has been extremely poor — I’ve had to follow up multiple times without receiving clear updates or a final position letter.
Even after raising my concerns with the Client Advocate, the lack of timely response and accountability has been discouraging. This has caused unnecessary stress at an already difficult time. I expected a more compassionate and efficient approach, especially for a claim type that directly affects a person’s health and financial security.
I hope Sun Life reviews their claims handling process and improves both transparency and responsiveness to clients who depend on their support.

The worst customer service. The rep didn't even try to help me find the info I needed. Moreover, spoke to me with bad tone and I felt myself very discouraged. No one should have customer service like Sunlife has.

Absolutely not acceptable service. They ignored my request to transfer RRSP from another provider to them beyond the due date despite multiple attempts to contact them with the guidance. It resulted in involuntary purchase of the annuity which I was not intended to do.
Sun Life didn’t even apologize. They made it my fault.
Very bitter experience. Never ever use them for anything.

Trying to get any help for an LTD case is near impossible. They wait till the absolute last day to go through your paperwork and then give you pending decisions…they claim they dont have contact information when in fact it was submitted. Always…find a way not to pay insurance motto….

Avoid investing with sunlife. They will find ways to charge you fees due to their own mistakes. There is no way to dispute these fees.

If I could review a 0 I would. I requested an account transfer of a DCPP after leaving my last employer in May. It is now mid SEPTEMBER and the transfer is still incomplete and have lost thousands on the market, they are ridiculous. Never never never give your money to Sunlife.

Even if I could, I wouldn’t give them even one star.
I had purchased insurance from Sun Life to cover my mortgage, but after I fell from a container and broke my right arm, I had surgery at the Jean-Talon hospital. During the six months when I was unable to work, the least I expected was for my insurance to cover the minimum mortgage payments.

But after 8 months, they shamelessly told me they wouldn’t pay. I have filed a complaint against them with the AMF.

They are truly thieves.

Now imagine if I had been paying for more than ten years and this accident had led to me losing my home — it would’ve been devastating. They are truly thief's .

no communication, deny a claim but never ask for more info, not notify me, play hush to avoid a legitimate claim.

I wouldn’t even give it a star but …. The worst company . Stole 28,000.00 from me. Terminated my policy after one missed payment over 16 years then gave me such a run around for two years. Lied and lied and lied. Unbelievable.
I’m suing them.

if i could rate lower I would! They have repeatedly declined all my claims. Only after I called did they tell me why. Apparently the attachments were blurry, but they are perfectly clear on my end and scanned through the printer so it wouldn't be blurry. BUT they tell me they are blurry and tell me they cant see anything YET they can tell me what the attachment is missing.... how does that make sense.

Difficult to submit file, web is not friendly at all. Hope can improve it let us can straight forward to submit a e-claim

I am extremely dissatisfied with my experience dealing with Sun Life. Over time, it has become clear that your service is consistently slow, disorganized, and lacking in transparency.You take ages to respond, often 2–3 weeks or more, yet when you need information from me, the expectation is immediate.There are no timely updates or clear information provided throughout the process. I am often left in the dark about the status of my claim.I am assigned a case manager, only to have them changed multiple times. Each change causes further delays and forces me to re-explain everything from the beginning.

There is a clear lack of urgency or care for my situation. Sun Life seems to “take its sweet time” whenever I need something.

Payments are frequently late, and there are repeated delays without explanation.

It often feels like Sun Life tries to find reasons not to accept claims, rather than working with clients in good faith.

This repeated pattern shows a complete disregard for the people relying on your services many of whom are in stressful and vulnerable situations. I expect far better communication, consistency, and accountability from a company handling such important matters.

Sun Life is the most difficult company to deal with. I'm not sure if clients receive such hassles getting general information, but as an advisor, I can't get a straight answer to a simple procedural question like how to deal with cashing or transferring stock options. "Privacy doesn't allow them to give me what document is required". Big secret apparently. I am able to do business with Sun Life, but I will never. From a client standpoint, particularly with group plans, expect ZERO guidance, support or competent advice, and very poor returns because you will get no advice on choosing appropriate funds. If you have not averaged double digits, they failed you miserably. If you left your company, move your account/pension out immediately and find a competent advisor.

I have to deal with these guys because I am a veteran. Enough said

I have osteoporosis, as a result i have multiple lumbar fractures, went for a massage and was declined coverage. In 2024 for at least a year they paid for massage through a different company. Multiple times, at least one appointment per month. They said they have no record of payment for those claims.

This has been the absolute worst experience with a group insurance company I have ever had, and I've dealt with many over my working years.
No flexibility nor understanding that doctors here on the East Coast are buried in their workloads, and cannot run to fill in forms at a moment's notice. And then deny your claim because the forms were not filled in within two days of my actual doctor visit.
This is completely unacceptable.

My RRSP was set up by Kodak Canada with this company, sunlife.ca. i have nothing but headaches when i try to access my account or information