» Health & Medicine » Complaint / review: Sunlife Financial Health Insurance - Tedious UHIP online access | #14292

Sunlife Financial Health Insurance
Tedious UHIP online access

UHIP gone electronic is merely a misconception. All they want is to save the trouble to send all students their health cards;save papers. Students are expected to register, retrieve password, set up account and then PRINT out the HEALTH CARD on themselves.

I am an international student. Health insurance is COMPULSORY for us with Sunlife. This year, our University Health Insurance Plan (UHIP) card can only be accessed ONLINE; requires us to register online. For registration, we need to have our policy number (if you do not keep the old card, our card expires every 8 months or go back to the university to enquire, you would never able to find out), after filling up your policy number, they will show you a online card with an access number, with that you will have a temporary password sent to your email, and this password has expiry date.

I did not log in to sunlife to gain access my card before the expiry date therefore my account is NOT accessible to me unless I call sunlife and speak to a representative, which always take UP A LOT OF TIME to reach. I tried calling a few times but the long wait always made me unable to reach a representative.

Today, I called them at 8AM (since they start work at 8am) to retrive my account. The representative asked me a few security questions and I answered all except for one-my last claim. When we see a doctor in university, we HAVE NEVER RECEIVED any receipts OR acknowledgement that they would be claiming from sunlife. Therefore the representative told me he was unable to help me JUST BECAUSE I couldn't answer one question- when did I make the last claim OR RATHER, WHEN THE UNIVERSITY CLINIC MADE THE LAST CLAIM ON MY BEHALF.

I was feeling EXTREMELY SICK since the night before, and finally made it to the morning for the clinic to open. I have a 24hour trip to Asia from Canada (including a 13-hour flight) at 2pm so I REALLY NEEDED TO SEE A DOCTOR BEFORE I GET TO THE AIRPORT. After much clarification, I told him that it was an emergency, he put me on hold and tried to find his manager to talk to me however he said the MANAGER WOULDNT BE ABLE TO GIVE ME ANY HELP because he/she cant access to my account anyway. I started tearing, crying right infront of the clinic but on the phone, sunlife representative can't help me with anything. I paid my insurance, and when I NEEDED IT THE MOST, the insurance company told me it cant help me at all. When I asked him is there anyone or anywhere or any way sunlife (whom im paying EVERY YEAR) can help me with anything, he said SORRY THERE IS NOTHING THEY CAN DO.

I'm new to this country, I came here alone 3 years ago and I have NO family members here. When I'm really sick, all I can think of is to see a doctor with my insurance plan. The least they could do is help me gain access to my account and allow me to see a doctor (I only had $60 cash with me but it costs $100 to see a doctor) and I HAD A FLIGHT TO CATCH LATER ON.

Very disappointed to sunlife, very very poor customer service.


Company: Sunlife Financial Health Insurance

Country: Canada   Province: Ontario   City: Toronto

Category: Health & Medicine


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