Sometimes I wish my husband’s name was Pat… or Chris.
Every single move we arrive in the new location and after the boxes are put away and the house is turned into a home, I get to work on my list of calls. I learned long ago to make a list with all the names, account numbers and phone numbers of every credit card, every bank, and every utility company. This allows me to run down the page making the address changes as required – without having to search for each number. I laughed when we moved from Pet to Gagetown. The nice lady from the Kentucky call centre could never quite understood what I was saying.. “yes that is right, we moved from P-E-T-A-W-A-W-A to O-R-O-M-O-C-T-O.
The thing that has always made me angry is when you are able to change your address but they insist on speaking with your husband to allow him to change his information. While I understand this in principal, it is a bit of a joke. If his name were Chris, I could easily answer all the security questions and move on. Or… If I asked my brother or a male friend to do it they would accept that. Really? Security? Keeping my information safe? I call B.S.
We have been doing this Army thing for 23 years. In that time my military family has moved a ton and my spouse has been gone for more than I care to remember. So… just handing the phone over to my husband is not always a possibility. Grrrr.
In the past 23 years I have been the person that has managed all the medical and dental claims. I have always found Sun Life to be incredibly unhelpful when I have needed to call them. They answer the phone curtly and with an immediate demand for your certificate number. (particularly striking a couple of years ago when I had to call the Apple Care Centre and then Sun Life)
Today I was trying to clean up the family desk (aka pig sty) and found glasses receipts for my son and myself. I was pretty sure that I had sent the claim in… almost positive. So I called the friendly folks at Sun Life just to be sure. After answering a litany of his security questions I finally got to my question. Could he tell me if I had put in a claim for glasses. He told me that he was only able to answer that question to my husband.
To my husband!! My glasses!
To be fair, the Sun Life man was able to tell me when I was next eligible for glasses but he could not discuss the specifics of the claim with me. How is it possible that an organization that has members leaving at the drop of a hat will not release information to the member’s spouse! The one that likely manages all the family medical receipts… and how is it possible that this has not come up my past 23 years of dealing with these most customer-friendly folks.
I asked him if there was a form that my husband could fill out so that I could have access to this information. He told me that my husband could write a letter including the following: (this information is not available on their website)
1. Name, Policy and Certificate number. (serving member contract number is 055555)
2. What type of information is to be released:
a. coverage information
b. medical and dental plan (serving members use medical)
c. disability claims
d. other (specify)
3. Who the information may be released to.
4. The purposes of the release:
a. providing assistance in appeal and dispute of claims.
b. receiving ongoing claims information.
c. Obtaining more information on the individual’s behalf.
d. other (specify)
Send to: (Updated Address: Mar 22, 2017)
Sun Life Assurance Company of Canada
PO Box 6192, STN CV
H3C 4R2 (613-247-5100) or (1-888-757-7427)
I still wish my husband’s name was Chris.