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 Financial

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

• 

  Sun Life Assurance Company of Canada

  8660 W Flagler St Miami, FL 33144

• 

  Sun Life and Health Insurance Company

  PO Box 725 Windsor, CT 06095

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:06/28/2025

  Type:Customer Service 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.

  Where do i even begin? Sun Life was grossly negligent when it came to the handling of my father's life insurance policy. I was sole beneficiary, on the will for over 20 years as so. Sun Life allowed my aunt to coerce my father on his deathbed, literally a week before he passed she made him sigb over the beneficiary rights to herself and take what is legally mine. I've contacted Sun Life numerous times, morr than I can count, i'm just about ready to go to a lawyer and make this public knowledge because it is completely unjust.

  

  Business Response

  Date: 07/02/2025

  Hi,

  We've already responded to this complaint.

  Thanks,

• 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.

  [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,
  
  ******* *****

  

  Business Response

  Date: 12/31/2024

  Please see the attached response.

• 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.

  [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,
  
  *************************************es: 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. 

• 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.

  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,

  ******

   

   

  e 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.