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Sun Life Assurance Company of Canada (US Branch)Find BBB Accredited Businesses in Financial Services.
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
12/24/2024
- Complaint Type:
- Order Issues
- Status:
- Resolved
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
12/31/2024
Please see the attached response.Customer response
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
09/30/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
10/10/2024
Please see the attached letter.Initial Complaint
09/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
09/27/2024
Please see the attached response.Initial Complaint
08/19/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
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
08/30/2024
Please see the attached response.Customer response
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
08/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
08/22/2024
Please see the attached response.Customer response
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
07/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I'm completely disabled and Sun life quit paying my disability income.Business response
07/26/2024
Please see the attached.Initial Complaint
06/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
07/01/2024
Please see the attached response.Initial Complaint
05/31/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
My employer filed a claim for disabilty with Sunlife April 19th 2024, I have Sunlife as part of my work benefits. Sunlife said it take 3 days to process. I called a few weeks later and ******* said they never recoeved the documents. My employer sent them again. 2 weeks later I called to check the status and they said they only received 2 of the 4 required pages. My employer told me they submitted all 4 pages 2 times now, but will submit them again and this time they copied me in the email. Two weeks later I called sunlife and they said they dont have anything from my company, I told them we have submitted 4 times and I submitted them myself while the person was on the phone and I asked them to verify of they received it. They said they cant verify anf I have to wait 3 days for it to be processed. What kind of game this? How many times fo I have to submit these documents? I paod you for this benefit and now I am not able to use the benefit because you cant check to make sure you received the claim?Please stop this nonsense and process my claim.Business response
06/10/2024
Please see the attached response to the above mentioned complaint.Initial Complaint
05/29/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I am on long term disability with Sunlife through my employer Exxon. Their process is that disability claim holders have to apply for CPP after 2 years. I applied for CPP as per their process and was declined. CPP has clearly stated that the program is only for Canadians deemed to have a disability for life. Although all my medical reports from several doctors submitted to Sunlife and shared with Exxon show that my disabilities are not confirmed for life, i was required by Sunlife to submit an application to the government service (CPP) regardless. Even though i do not qualify for this service, i have done so, as requested, since Sunlife indicated that failure to do so would result in termination of benefits. To no surprise, i was declined. CPP also communicated with me verbally to inform me that this service is only available for those deemed disable for life. Sunlife wants their plan members to override government regulations by requesting inadmissible members to apply regardless, giving their members additional hardship, or risk having their benefits terminated. To make things worse, I received a letter from Sunlife today stating that I need to re-appeal CPP's decision for a service that I didnt even qualify for the first time. Again, failure to do so results in penalties. I called Sunlife today regarding this non-sense and was advice that this is their procedure as a whole and that they have seen CPP overturn their decision. Perhaps for those deemed illegible, i can understand but for those that are clearly not eligible, they should not request it to begin with and that that asking for an appeal at that is absurd. Perhaps their flaw in their process should be remedied by assessing claims on an individual basis rather than a one rule for all mindset. They have certainly added significantly to my stress over all this non sense and would hope that you can remedy a company that are asking their benefit holders to do the impossible or face consequences.Business response
05/29/2024
Please see the attached response.Initial Complaint
05/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On February 12th, 2024 I filed a claim for my sons hospital stay. It was reviewed and initially the full claim denied. I asked further questions of *************************** explaining the denial. He met all criteria of the claim. A stay in the hospital of 20 hrs or more. At this time I received a payment of $100 but not the rest. I asked again and was told the coding doesn't meet their requirements but this is the hospitals coding. It states Treatment/observation ro, they told me it has to say room and board, it's obvious to anyone it's cut off with the remaining verbage. I believe this should just be verified verbally with the hospital considering the ridiculous amount of forms we have to fill out to even file a claim. Just using common sense would tell you he didn't sit in a recovery / observation room for 24 hrs. This company is a scam and will do anything to not pay.Business response
05/20/2024
Please see the attached response letter.
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