I can buy medical product in my local area for $250, and Sunlife reimburses me 100% for that expense. I found the exact same product overseas for $100, and shipped it for $30, total cost to me $130.
I requested my reimbursement, expecting Sunlife to be happy I'm saving them $120 (instead of $250 claim, I'm now doing a $130 claim for the exact same medical product).
But no, they denied my shipping charge (even though the local $250 product paid for shipping, they simply don't display it in the cost).
Sunlife's policy will not pay for shipping fees. They said contractually, shipping fees when broken down on a receipt, cannot be paid, even on an exception basis
So instead of allowing me to save them $120, they now saved $150 from my efforts. Hmmm, next time I'm going to buy the local product for $250 (which comes from overseas by the way), is what their policy is training me to do.
For everyone else out there, ensure no shipping charges display when you file a claim.
And for anyone interested in Customer Service, never state the word policy, when you won't provide the customer what they are requesting. The word "policy" upsets people. Especially when common sense shows the policy being followed, is ridiculous for both parties involved (in this case, they might have won $30 from me this time, but my future expenses will always be $250, instead of $130).
I guess common sense isn't that common, or as powerful anymore... read more