Posted by greenhydrogen
Getting answers or action from SunLife is like pulling teeth! Given an issue with many spokes, our account rep can't deal with more than one Q at a time. Out of a larger picture that requires a global solution, she can only transmit answers from your underwriters in piecemeal fashion, as she is either entirely unknowledgeable about the rules & regs governing our LTD policies, or is rigidly following corporate protocol to shield SunLife from liability for giving incorrect A's to anything. Either way, the result is the same for us as customers: We are required to wait for MONTHS at a time for answers to basic Q's, which SOMEone ought to be available to answer at the get-go. We have now been waiting 3 months, since mid Nov. 2012-- for ANY explanation as to why your premium rate statements (dating back months) appear so garbled, incoherent and apparently incorrect, given our straightforward 2-tier/2-rate plan. With the further passage of time, they now require an even greater overhaul and accounting reconciliation. We are also still waiting for simple answers to our Q's about the finer details of setting up an elective system for employees to pay premium contributions out of pocket--which we had advised Sunlife in 2012 we wanted to set up at the beginning of 2013, on the heels of our policy renewal. There was ample opportunity to get this done ahead of time, had Sunlife not dragged its heels. We are now 2 months into that process in the new year, and still NOT A WORD from your underwriters! Since our rep. refuses to pass us up the mgm't chain to someone with direct knowledge, whom we can contact directly for an intelligent discussion, we are herded, like sheep, to an impersonal website for relief. PLEASE CONTACT ME DIRECTLY!
