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Initial Complaint
04/05/2024
Complaint Type:
Product Issues
Status:
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.
I purchased this critical illness insurance through my employer in July of 2022 and have been paying into since. I have been on remission from kidney disease since 2021, recently in March of 2024 through series of test and biopsy, the disease is back. I filed a critical illness claim and was denied because it will only payout if I am endstage kidney failure. When talking to the representative ( ***************************) #************, I explained thats not what my employee handbook says. ******* then stated it's in the sun life book of the ins and outs of sunlifes insurance plans, which was never given to me. I said to him I can send him what was given to me through my employer, ******* did not want me to send anything and stated he doesn't want anything to do with misinformation I was given. I stated to refund me the money I paid in to this insurance because I was misled. I have called several times and have been told someone will call me to discuss this. I have called this #***********. I keep getting the runarounds. I have talked to my HR person of my employer, *****************, and he stated he doesn't see why there should be a problem because I'm paying into it. I would like them to refund me of what I payed into this policy because I was misinformed and they should have sent there policy booklet at the time of me purchasing this insurance.
Customer response
04/16/2024
I have not heard from the business in response to my complaint. I received a phone call, I returned there call and since have not heard anything back.
Business response
04/17/2024
Please see the attached response.
Customer response
04/18/2024
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,
*******
When I spoke to ******* she said " she is sending this to the right people for a refund on the policy" and that's what I believe should happen because of poor advertising on sunlifes part . Like I told her if I had sunlifes policies/ handbook I would have not purchased it in the first place.

Business response
05/07/2024
Please see attached.
Initial Complaint
02/24/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
The 1st surgery was 1/23/24 and the 2nd surgery was 2/5/24. Letter after 1st surgery, dated 1/29/2024, from Sunlife Under first Table labeled Absence Type Short Term Disability Start 1/25/24 to 3/06/2024. It says pending. Letter after 2nd Surgery, dated 2/6/24, from Sunlife Under first Table labeled Absence Type Short Term Disability Start 1/22/24 to 2/13 /2024. It says approved. Please understand I was under anesthesia twice in less than 14 days and am taking strong pain meds after two surgeries. When I read the 2nd letter after 2nd Surgery it was on 2/13/24. I stated while on the phone with ********************, the claims rep., that I was on medication. When I logged on to the internet account, with Sun Life to check my status, I saw it was approved until 2/13/24. I called Sunlife and left a message for ********************. After returning my phone call she said that she didnt receive any communication from the ************** about the 2nd surgery. It was my understanding by signing the documents release form for medical, in the beginning, that communication was and would continue. I asked can I submit the documents from my doctors office. I believe she said no that they needed to fax them. She did say I could submit their notes after the visit. The visit was originally on 2/13/24 and was moved to 2/20/24. ******************** sent me a form the ************** to complete. There was miscommunication on the sheet the office filled out. If you look at the referral after surgery, you can see the mistake by looking at the Doctors referral order. I hope they would just call doctor *************************** and speak with him. I rushed the ************** to fill this out and a mistake was made. NOTE: On the attached forms I noted the fields that were incorrect and wrote what it should say with my initials. I also attached the Surgery form and the Doctors referral.
Business response
03/06/2024
Please see attached response.
Customer response
03/06/2024
[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
01/10/2024
Complaint Type:
Product Issues
Status:
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.
On October 2nd 2023, I started a transaction to move some of my investments to another financial institution. Upon doing so, I completed and submitted all required forms. Upon submitting the required documents I was told the transfer would be completed in 10 business days, upon which I would follow-up. I was then told I needed another form/document. I would complete the form and then told the transfer would be completed in 4 business days. I would call back to confirm the if the transfer is completed. I was told that the form was not received. I requested to speak with a manager. A while later I spoke to a manager who told me the form was received but it was in the old system. I was then guaranteed that the funds would be transferred in 4 business days. I called back because the transfer was not done. I requested to speak with a manager upon which I was denied. I called back the same day, 30 minutes later. Upon which I spoke with another agent who put me through to a manager. It was then I was told that I needed a court order or a letter from a lawyer to complete my transaction. Why wasn't I told this from the onset. I was very upset as I spent most of my day (December 1, 2023) contacting lawyers to get proper instructions as Sunlife DO NOT know what they doing. On December 5, 2023 I received an email from ****************************** telling me a court order is required to make changes to my investments as i have a minor child listed as irrevocable. No apologies was given considering this claim has been going on for over 2 months. When this policy was updated/changed, I was not prompted nor was the option given to council me on the nature of adding a person, especially a minor as irrevocable and the impact it would have on future changes. For a company this size I strongly believe you have dealt with an issue as similar as this. I believe Sunlife is been dishonest & these systems not been explained is a way to keep investors funds. Going through the courts is an expensive and tedious process. I am currently going through this process as I compose this complaint. I have been to the courts several times and the clerks are not familiar with this process.
Business response
01/11/2024
Hi BBB,
This is a ******** Client. My colleague has issued a response to our Client.
Thanks,
*****
Customer response
01/14/2024
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.

Sunlife has only reached out simply stating that a court order is required to go further. I was hoping that they would attached the forms that they needed or provide the court forms or title so that we can go online and retrieve them. Lawyers fee's average $250 per hour we have been to the courts several times this request is daunting. Most investments groups and Banks have forms that they use that comply with the existing laws. My investment with Sunlife span over 20 years my son is 9 years old?? Everything we do is for the betterment of my family, in my opinion Sunlife has lost touch with it's clients needs. By using this irrevocable clause we are being held captive by the policy that does not work for my family it only works for Sunlife.

I would like Sunlife to provide the forms that they would accept to allow the request to go through or tell us what court form they need( there are many)
Business response
01/18/2024
Hi BBB Team,
I'm sorry our responses haven't met our Clients expectations. Our Client nominated a minor irrevocable beneficiary. In order to withdraw funds a court order is required as a minor irrevocable beneficiary can't authorize a withdrawal. We provided direction to our Client to consult a lawyer or a paralegal. They will be able to provide direction on what's required. We don't have a sample or a template as this is a court developed form which is not owned by Sun Life. We confirmed this with our Legal counsel. We've explained this to our Client.
This is a ******** Client. I'm not sure if this changes the process for your BBB team.
Thank you
************************* ******** Client Advocate
Initial Complaint
11/06/2023
Complaint Type:
Customer Service Issues
Status:
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.
I had coverage for voluntary STD and Sun Life took over two months to deny me based on a pre-existing condition exception. Their customer service asks the caller to repeat information in order to confirm the identity of the caller after a five minute confirmation via automated dialing. It appears this company wants to get people to give up on filing their claims and following up on them through a war of attrition. I disagree with the denial on my voluntary STD because I this was an exacerbation of a health condition. If this was preexisting I would have never been able to work in the first place.
Business response
11/15/2023
Please see the attached.
Customer response
11/27/2023
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.
My "Pre-existing condition" was an exacerbation of a mental health condition that could be understood as a new disabling condition. I received treatment for one disorder but the new exacerbation was of a different nature. The first being Bipolar disorder and the second being depression. Depression was a new condition which was not treated prior to the disability.

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,
******

Business response
12/06/2023
Please see the attached response.
Customer response
12/12/2023
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.
[I am still waiting on a new determination, while this issue has been apparent since my leave began. I was diagnosed with another condition and was treated for another prior to the commencement of my insurance plan. The new diagnosis and old diagnosis are two separate conditions. Meaning I should have been paid in accordance with my STD coverage, and not denied due to an alleged "pre-existing condition".]

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
04/27/2023
Complaint Type:
Service or Repair Issues
Status:
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.
Date of Transaction 3/7/2023. Amount of claim ******* Dental work completed on 3/7/23. Insurance paid only $300. I filed an appeal via certified mail and fax (with confirmation). Every time I call I get jerked around. The last time I called they said it would take 6 weeks and today they said they have no record of an appeal. I am a senior citizen and cannot afford to let this go. It has been traumatizing for me to go through a root canal only to lose the tooth and now I need have to have an implant. Sun Life's refusal to consider my appeal goes against the policy on the Explanation of Benefits that I was sent. Please help!
Business response
05/10/2023
Please see attached. Thank you.
Initial Complaint
09/10/2022
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My dad, ***********************, had a group annuity policy with Sun Life. He passed away on November 19, 2021. My mom, *************************, was then eligible to receive the payments. She made many phone calls, often on hold for in excess of an hour, over a span of several months, and only received the first payment in April of 2022. She then passed away unexpectedly on May 12, 2022. I first contacted Sun Life (by phone) on June 6, 2022 to inform them of mom's passing and to have the annuity switched to my name. The representative I spoke with took my name and address and I was told at that time that the information was added to the file and that in 4-5 weeks I would receive the paperwork by mail. They requested a copy of mom's death certificate which I sent and received confirmation of their receiving it.No paperwork arrived and so on August 23, 2022, I once again called Sun Life. I was on hold for 45 minutes and when I did finally speak to someone he informed they had no record of mom's passing. After being on hold for several minutes more, he informed me that the paperwork was sent on August 2, 2022. If they had no record of mom's passing why then was paperwork sent to me on August 2? This was conflicting information which made no sense. I requested the paperwork once again be sent at that time.As of writing this, I still have not received any paperwork. I tried calling again this morning and after being on hold for an hour, I was disconnected. I called again and before even being put on hold, I was disconnected. With a third call I received a message that due to unforeseen circumstances, the office was closed. I want for this matter to be solved. I should not have to "fight" for money that is owed to my family. My mom "fought" for months wondering how she was going to make ends meet, chewing in to her savings all the while. I don't understand why Sun Life is continuously giving us the run around. I would like to settle this matter as soon as possible.
Business response
09/15/2022
At Sun Life, we take the concerns of our clients seriously, and we appreciate your bringing these issues to our attention. Weve reached out to ************************* to resolve their problem.

Thank you.
Customer response
09/15/2022
[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
07/19/2022
Complaint Type:
Customer Service Issues
Status:
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.
Since Novembre 2019, Lafarge Canada has changed From Great West Insurance to SunLife Insurance, although they have all details on me, as wife of employee ***************************, I have problems about every 2-3 months, pharmacy calls me to say that as usual the Insurer (SunLife) refuses to reimburse and I have to pay for medication then collect from them -which is annoying since when I call they say that I am with RAMQ, I am not, sent them a letter from RAMQ stating that I am not with RAMQ but to no avail, it keeps repeating and repeating so much that the pharmacist has doubts on the reliability of SunLife Insurance Co. Wrote - called - send letters - documents to Sun Life Insurance and to Lafarge Canada - and it is still happening since 2019 and we are in 2022 - why cant they correct their program and fix it once and forever. getting very annoyed with SunLife wish e could go back to Great West -
Business response
07/19/2022

This client has a ******** policy. I've connected with her to help resolve.

Client Advocacy
Initial Complaint
06/21/2022
Complaint Type:
Customer Service Issues
Status:
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.
Sun life is overcharging my account and when I ask for clarification, they do not repspond.
Business response
07/05/2022
Please see our response, attached.
Initial Complaint
06/20/2022
Complaint Type:
Service or Repair Issues
Status:
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.
My insurance with my work is with sunlife insurance. Five years ago I got diagnosed with a life long chronic illness. During that time I had many hospital visits and many different providers I had to go to. During this time I had to submit many receipts and unfortunately I made a few errors. There were some errors made by my providers also, because of the multiple visits. Ultimately, it was found that there was a overpayment of about 100$. I paid this back to sunlife.Since then, I have felt harassed by sunlife. They have completely blocked my privileges on the app or online services. I have submitted many complaints, called them for hours upon hours, and its been five years. I have paid back the difference already, apologized and spoken to many supervisors. Ultimately, they have not given back my privileges. I am frustrated and it causes me so much stress, I have so many medications and services I need for my health and sunlife makes my life difficult. I have to mail in my receipts, and if they make mistakes then I have to call them for hours and hours. I do not have time for this, its a full time job to keep calling them, wait for 2-3 hours and then follow up every week. I have spoken to multiple customer care representatives who tell me this is unfair and they will fix it, but, it never happens. I just really want my privileges back to be able to use the app and not waste half my life dealing with sunlife on the phone. I want help from my insurance company, not further pain, harassment and stress, on top of my already stressful life where I have a full time job and chronic illnesses.
Business response
07/07/2022
Hello,
Sun Life Assurance Company of Canada received your correspondence dated June 21,2022, regarding Mr. ****** complaint. We, at Sun Life, take customersconcerns seriously and appreciate your bringing this matter to our attention.

After review, we determined that Mr. **** is a resident of Canada. We forwarded his complaint to Sun Lifes ********************* in Canada. Due to privacy considerations, our ********************* in Canada will address Mr. ****** complaint with him directly.
Thank you.
Initial Complaint
05/26/2022
Complaint Type:
Service or Repair Issues
Status:
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.
Sunlife Financial withdrew $814.71 on March 2nd. They were not authorized to do so. I held a 20 year Term Life policy with them, and authorized them to withdraw $91.00 each month for said term. My only communication with them came mid February which noted the completion of the Policy's Term. They included a new term at $814.71 a month which they withdrew from my account without authorization. Receipt of their notice allowed provided only two weeks to respond before the money with taken.I contacted them on March 9th to discuss and request the return of money and was instructed to send a Letter of Instruction containing: policy holder's name, policy #, my signature and current date and the date I wanted the policy canceled. That letter was mailed March 10th I followed up with them on March 25th and was told to wait until mid-April to receive the refund. Instead I received a response by mail early April informing me that they would not provide a refund. Their reason was that I did not have an annunity policy from which a refund could be issued. This is where I feel they were the most ingenious. They were aware from the start the type of policy I held and gave me the initial impression this issue was resolvable. I was told over the phone that I would receive a refund but received a letter instead that had nothing to do with any of this, so truly the run-around with no intention of honoring the instructions they provided, which I followed. I don't have $800 dollars to waste on a service that wasn't authorized. They were only authorized by contract to withdraw $91.00 for 20 years.
Business response
06/03/2022
Attached, please find our Company's response.
Thank you.
Customer response
06/03/2022
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.
[They've stated in their response to BBB that they have addressed my complaint. I strongly disagree. They 1st responded that I could submit a letter requesting my money back. They then responded that I would receive a refund after they received my Letter of Instruction. Instead I received a letter informing me that I had a Term Life policy, which had no cash value, so there was nothing to surrender. THIS IS THE ***** OF MY COMPLAINT: I was given the run-around. Told one thing, then another and lastly that I had a Term Life policy. MY COMPLAINT is we all knew this from my 1st call and my letter of instruction. I specifically held a Term Life Insurance Policy that was to remain in effect for 20 yrs. There was no agreement to go beyond that They took money from my account in beyond what they were authorized to do. They took money from my account in excess of what they were authorized to do. And there was no option that allowed me to authorize them to continue. They just took the money, told me what I already knew and gave me the run-around, just like they did in responding to The BBB. I've attached a Release of HIPAA Information form and identification so that they can speak further with you. Thanks]

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,
Adrina

Business response
06/06/2022
Please see attached correspondence regarding ******************** complaint.

Thank you,

Sun Life Complaints
Customer response
06/12/2022
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.
The following has occurred as a result of The BBB reaching out to Sun Life Financial:
I received Sun Lifes response dated June 3, 2022 by mail,as noted in their last response to The BBB.
Their response and enclosures are attached. Ive noted 3 key responses below:
1. 1. They responded directly to me because they did not receive a written authorization from me to release information to The BBB.I uploaded it, which was my error. I wasnt aware it was to be mailed to them. 2.. They will issue a check for $814.71 representing a refund of the March 1, 2022 premium will be mailed to you under separate cover and 3. they will process the cancellation of the policy as of March 1, 2022.
But Im concerned because today I received a Notice of Premium Due from Sun Life in the amount of $9,776.52 due June 1,2022 for a past due premium and June premium.
I am concerned that this is not over, and given the amount requested, it could be a nightmare to resolve. I dont understand why Im even receiving this because theyve acknowledged that a cancellation was requested by mail and by phone in March; I received a letter dated April 1^st informing me that the policy was canceled effective April 1^st.
So, on one hand receiving a refund is satisfactory, and perhaps the policy will be canceled as stated in their June 3rd response. But,if possible, I would prefer to wait until 1. the check is received and 2. no further notices of premiums due are received.
Note This response is also submitted as Attachment 1.
*************************

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,
Adrina

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