SunLife Birmingham

Reviews

1. Jasmine Foad ★☆☆☆☆

   NO STARS. My mother Gillian Crossland has had appalling customer service from the bereavement team at SunLife, and has made at least 10/12 calls to them to try and get them to pay an invoice to Pure Cremation that they received 9th October. As with a call Centre, a different person each time and no call backs when she had requested and no response to emails either from the customer service department. The complaints team responded to her online complaint on 23 October and advised the payment would be 23/24 October and clarified that they upheld her complaint as the delay was their fault. They were clear that should there be a problem on the Friday there were other ways that this payment could be prioritised so that payment would be made that day. My mum agreed to wait till 1pm for the payment to go through on 24 Oct after which she was to call the complaints line if this didn’t happen, it didn’t. She was promised a call back before the end of day and that didn’t happen. She had to chase twice on Monday 27 October only to be told that the good news was it would be another three days! Good news, as if she should be grateful?? So the 6-10 days that they say is the norm to pay out has turned into 15 working days and three weeks since the invoice received. Her sister, my aunty, has been in the hospital mortuary for five weeks which feels so upsetting to me, my mum and my family. Such a disrespect to her. What has been such a sad time for us has been made worse by the constant failings of SunLife. I will never recommend this company for a funeral plan. The date today is 27th October 2025 and I have very little faith that they will pay on 30th.

   almost 10 months ago
2. John Bannister ★☆☆☆☆

   My wife's father had died in our family home, she cared for paul since she was 11 years old, so the bond between them is far greater then I've ever seen. They set this up because he had nothing to give,( because he was disabled) just so she can rest and morn her farther....no they just want to give the money to everyone but her and she is the only one left.. it's destroying her without her dad now your doing this,that, just so you don't pay out. It's been a month now and we're still waiting.... its disappointing to say the least, ombudsman complaint.please stay away.

   1 year ago
3. Paul R ★☆☆☆☆

   Our Daughter sadly just list her husband who had a policy with Sun life, sunlife claim they usually pay within 3 days, my daughter claimed on the policy sending all the relevant documents, sun life claimed twice they had not received the documents despite my daughter having a read confirmation on her emails. Constant stalling on paying out and even took a monthly installment for the policy AFTER my son in law had passed away. Absolutely disgusting service i would not recommend them to anyone the grief they've caused my daughter on top of the grief of losing her husband is unforgivable

   1 year ago

1. Philip Taylor Ashby ★☆☆☆☆

   I am upset and writing on behalf of my step mum and father both had policies with sunlife, I'd like to know why Sunlife don't advertise in there oh so lovely oh so helpful oh so lovely oldies adverts that your policies can be sold to other insurance companies ?? , please explain why this was done!! Also why are you trustpilot reviews at 5 and your official site reviews are less than 3, I will be investigating further and contacting other unhappy customers.

   1 year ago
2. Mark Stokes ★☆☆☆☆

   Be careful when asked to post certificates to these .sent a original certificate which they asked for in .recorded delivery. didn't receive it back said they hadn't never received it. When shown proof of postage said they had returned it weeks before certificate arrived 3 weeks later ripped in half

   almost 4 years ago
3. Stephen Smith ★☆☆☆☆

   I advise anyone looking into this company to stay well away.. 20 years of payments from my grandad who recently past away and we’ve had £900 in return. No help from them they just don’t want to know.. customer service is the worst!! Fuss free?? Absolute joke I only gave a star because it wouldn’t let me post without giving them 1

   almost 4 years ago

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