Complaints

This profile includes complaints for Guardian Life Insurance Co. of America's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Guardian Life Insurance Co. of America has 20 locations, listed below.

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• 

  Guardian Life Insurance Co. of America

  10 Hudson Yards New York, NY 10001-2157

  
• 

  Guardian Life Insurance Co. of America

  7 Hanover Sq New York, NY 10004-2616

  
• 

  Guardian Life Insurance Co. of America

  3900 Burgess Place Bethlehem, PA 18017

• 

  Guardian Life Insurance Co. of America

  4555 LAKE FOREST DR CINCINNATI, OH 45242-3785

• 

  Guardian Life Insurance Co.

  8500 W 110th St Ste 450 Overland Park, KS 66210

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/22/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a formal complaint against Guardian Life Insurance regarding their denial of payment for three out of four parts of a deep cleaning service. Furthermore, their customer ********************** has been unresponsive and unhelpful, exacerbating my frustration with their handling of the situation.On 5/19/2022 & 5/21/2022, I engaged Guardian Life Insurance to cover the cost of a deep cleaning service for my dental payments. The policy clearly stated that Guardian Life Insurance would pay for the cleaning of all four parts of my claims. I diligently paid my premiums on time, trusting that Guardian Life Insurance would fulfill their end of the agreement.However, when I submitted a claim for reimbursement after the completion of the deep cleaning service, Guardian Life Insurance denied payment for three out of the four parts. They claimed that these areas were not covered under my policy, despite the explicit terms outlined in the agreement. This denial of payment contradicts our agreed-upon terms and places an unfair burden on me as a policyholder.Seeking resolution, I contacted Guardian Life Insurance's customer ********************** department. Unfortunately, their response has been unsatisfactory. I have experienced long wait times and when I finally spoke with a representative, they were uninterested and unhelpful. When I attempted to discuss the denial of payment and seek a resolution, the call was abruptly ended without any explanation or attempt to address my concerns.Subsequent attempts to reach out to their customer ********************** have resulted in further frustration due to their lack of communication and responsiveness.I kindly request the intervention of the Better Business Bureau to address this matter promptly and ensure that Guardian Life Insurance rectifies the situation. I am seeking a resolution that includes payment for the three parts of the deep cleaning service that were wrongfully denied.

  Business Response

  Date: 05/22/2023

  Thank you for bringing this matter to our attention. Customer satisfaction is extremely important to us. We will provide a response directly to the complainant. 
  
  Sincerely,  
  The Guardian Life Insurance Company of America 

  Customer Answer

  Date: 05/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I never received any communication from Guardian Life Insurance Co. of America after I responded directly to them.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************
  
  
  
  
   
  

  Business Response

  Date: 06/12/2023

  Thank you for bringing this matter to our attention. Customer satisfaction is extremely important to us. We will provide a response directly to the complainant. 
  
  Sincerely,  
  The Guardian Life Insurance Company of America 

• Initial Complaint

  Date:05/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have guardian through my previous employer for sort and long term disability. I have heart and lung issues that made me unable to work. I have given this company all information they have asked and they stopped payments and I had to appeal for a review, even though they admitted it was a mistake on their part. It has now been 5 months and the case worker always has a different story. It was going to be looked at by their "MD" which after talking to her on the phone she has no medical credentials or title, she is a phlebotomist. That seems like fraud to me, she would have 0 knowledge of making a decision about my medical well being. We are currently talking with an attorney about this matter.

  Business Response

  Date: 05/08/2023

  Thank you for bringing this matter to our attention. Customer satisfaction is extremely important to us. We will provide a response directly to the complainant. 
  
  Sincerely,  
  The Guardian Life Insurance Company of America 

• Initial Complaint

  Date:05/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/22/2022 a crown was deemed as necessary by ************************* at ********************************************************. My tooth was in pain and a filling could not be given due to the tooth mostly being filling at this point. The Dentist said that a crown was needed. Guardian will not cover the charges for this crown because they are indicating that it was unnecessary according to their dentists. In the future will I need to submit x-rays to Guardian prior to having any sort of dental work done? I trusted my dentist that this was necessary. There are three dentists (Dr. ************************ ********************************** *****************************) in this office and all of them can and did attest to needing this crown. How can Guardian dentists say that it was not necessary when there are three dentists that physically saw my tooth and indicated that I needed this? ******* has appealed multiple times with Guardian. The bill is for $683.40, and I will not be paying this because my insurance should be covering this. As soon as my wife can add Delta Dental back for my family, we will be doing this because Guardian is terrible. Guardian has committed to provide me with dental insurance and they have failed to do this. I'm asking for them to cover my crown that was done on 11/22/2022. I have called Guardian and they are unable to help me. *** and **** from Guardian said due to high call volumes that I was unable to speak with a supervisor. The names of the Dentists at Guardian that reviewed my records and denied coverage are **************** and ******************. They have not tried to resolve the problem.

  Business Response

  Date: 05/04/2023

  Thank you for bringing this matter to our attention. Customer satisfaction is extremely important to us. We will provide a response directly to the complainant. 
  
  Sincerely,  
  The Guardian Life Insurance Company of America 

  Customer Answer

  Date: 05/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The response did not provide any detail to a resolution. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

  Customer Answer

  Date: 05/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  This company is using the BBB system to attempt to get the complaint to expire if I do not respond within the pre-defined period. 

  This is the third or fourth time they have attempted to get this complaint thrown out through the automated system. 

  What are the next steps to getting resolution?

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

  Business Response

  Date: 05/16/2023

  Thank you for bringing this matter to our attention. Customer satisfaction is extremely important to us. We will provide a response directly to the complainant. 
  
  Sincerely,  
  The Guardian Life Insurance Company of America 

• Initial Complaint

  Date:04/28/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The issue is with guardian's online payment systems. I have tried to pay on the website and through the automated phone system but the system hasn't given me any feedback showing the payment was received. All other websites I've ever paid on sent you an email or in your account on that website it says payment received but this website shows no changes. I first paid online 4/25 and then again 4/28 and then through their phone system on 4/28 and still no communications confirming payment was received.I am most concerned because my next payment is due by April 30th and from what I understand they can drop my dental coverage if payment is not received on time. I have uploaded a picture of the confirmation number their website gave me after a payment. When I called customer ********************** with this number they said they couldn't do anything with it since the payment didn't show on their end.

  Business Response

  Date: 04/28/2023

  Thank you for bringing this matter to our attention. Customer satisfaction is extremely important to us. We will provide a response directly to the complainant. 
  
  Sincerely,  
  The Guardian Life Insurance Company of America 

• Initial Complaint

  Date:04/13/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello!I currently have a disability insurance policy with Guardian and asked previously if I can have a financial advisor removed from my policy due to ending the relationship with *********************** and was told yes. When I ended my relationship with my financial advisor and ***********************, I noticed she was still on the policy. I asked what forms needed to be filled out and then followed their instruction. After waiting a couple of weeks, the original financial advisor is still on the policy and instead of honoring the of my relationship with ***********************, who is an affiliate, ended, I am being pushed to have another advisor from ***********************. I just want Guardian to remove ************** from my insurance policy and to not have any other member from WestPac on my policy.

  Business Response

  Date: 04/13/2023

  Thank you for bringing this matter to our attention. Customer satisfaction is extremely important to us. We will provide a response directly to the complainant. 
  
  Sincerely,  
  The Guardian Life Insurance Company of America 

  Customer Answer

  Date: 04/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   Guardian never reached out to me as they mentioned in their response to BBB. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************************
  
  
  
  
   
  

  Business Response

  Date: 04/18/2023

  Thank you for bringing this matter to our attention. Customer satisfaction is extremely important to us. We will provide a response directly to the complainant. 
  
  Sincerely,  
  The Guardian Life Insurance Company of America 

  Customer Answer

  Date: 04/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  

  A member of their team reached out and explained everything well for me! 
  Sincerely,
  
  *********************************
  
  
  
   
  

  
  

• Initial Complaint

  Date:04/06/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged 5 times for a one time payment I was trying to make on the app

  Business Response

  Date: 04/07/2023

  Thank you for bringing this matter to our attention. Customer satisfaction is extremely important to us. We will provide a response directly to the complainant. 
  
  Sincerely,  
  The Guardian Life Insurance Company of America 

• Initial Complaint

  Date:04/03/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My complaint to Guardian Life regarding my disability claim, with no response so far:I have submitted my case 14 business days ago. I contacted them 4 times. On the fourth attempt today, I finally received an answer to some degree. I was informed that my case has been held up because the employer's email and personal email were "unclear" on the form. However, they received the case from my job, they had the email on file, and they did not attempt to contact me via telephone with any kind of indication about this. The excuse is not making sense at all.Furthermore, I was told three separate times that I would be contacted in 48 hours' time. This never happened. The first representative even gave me a specific day that I should hear back. They never did, and the day to receive a call back was last Friday.I am not entirely sure who is in charge, or what needs to be done, but this company NEEDS to absolutely find a better way to handle their customer's problems other than telling them that they will be called back and never following through.I am currently disabled, and I have provided all of the information necessary to make a quick decision. I have been out of work since early February with a serious heart condition that is affecting my ability to work at this time. Now, I have zero sources of income, and Guardian did not have my back.I cannot recommend this company for insurance. I have been patient with you and yet, I have been treated like I am not important as your customer. I will leave this post here for other curious consumers to see because they deserve to know the truth. This is ridiculous, and as of today, there is zero resolution so far."

  Business Response

  Date: 04/03/2023

  Thank you for bringing this matter to our attention. Customer satisfaction is extremely important to us. We will provide a response directly to the complainant. 
  
  Sincerely,  
  The Guardian Life Insurance Company of America 

• Initial Complaint

  Date:03/29/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was recently put on leave for work, due to a bipolar episode. I submitted a short-term disability claim to Guardian. I was mailed paperwork to be filled out and submitted. I submitted this paperwork via their online portal on 3/10/23. I called back on 3/21/23, to check the status and to see if anything additional would be needed from the doctor, as I had an appointment on 3/22/23, I was told nothing additional was needed. I have proof of this call in my phone and am quite sure it was recorded on their end.Cut to this morning (3/28), I was woken up by a phone call at 6AM telling me my claim was denied. Given I was half asleep, I had to call them back to get clarification. I was told that they did not receive the paperwork I submitted at all. They did not tell me this when I called on 3/21/23. I also relayed that I was unable to see the claim via their online portal and asked to check the email address on file. The one they had on file was my sister's. This might be because we share a mailing address, but this is a major inaccuracy.The agent then insinuated that a mistake was likely made on their end, but that the claim is denied and an appeal is needed. I have been out of work for nearly two months, with no income. I'm fortunate to work for a company that offers STD benefits but am disheartened by these tactics. I was not told they did not receive this paperwork, even after checking in. I'm attaching a letter I did receive yesterday, with a very clear typo, furthering that this claim has been mishandled. Not only does it insinuate that I have coverage, but it also lists an invalid 'due by' date. Further, this is continuing to impact my mental health and ability to afford the meds needed to return to work. My claim was denied due to a processing error by Guardian and they are unwilling to acknowledge this mistake. I have the documents ready to be sent (again), but they are only offering an appeal for a claim that was incorrectly processed; a 45-day time frame.

  Business Response

  Date: 03/29/2023

  Thank you for bringing this matter to our attention. Customer satisfaction is extremely important to us. We will provide a response directly to the complainant. 
  
  Sincerely,  
  The Guardian Life Insurance Company of America 

  Customer Answer

  Date: 04/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   Guardian has yet to contact me. They have not called to follow up on this matter and seem to want it to just go away. This claim needs to be reprocessed, I am unable to afford my medication. Please do the right thing.  

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************************
  
  
  
  
   
  

  Business Response

  Date: 05/03/2023

  Thank you for bringing this matter to our attention. Customer satisfaction is extremely important to us. We will provide a response directly to the complainant. 
  
  Sincerely,  
  The Guardian Life Insurance Company of America 

• Initial Complaint

  Date:03/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a short term disability claim on 2/27/20223. I was sent paperwork to have my doctor fill out and return on on 3/2/2023. The paperwork was completed and faxed back on 3/3/2023 and Guardian confirmed that they were uploaded into the system on 3/6/2023. I was told to allow 10 business days for the paperwork to be processed, and I would receive a determination no later than 3/20/2023. I called on 3/20/23, spoke to ***** stating that they were still waiting on *******, my STD claims manager to process my paperwork. ******* was unavailable and had not been in the office, which was why my claim still had not been processed. He stated that my case was sent over to the medical advisor on 3/7/2023 to review. ***** also stated that the ********** of Extensions would give me a call within ***** hours. My request was also expedited and was told someone should be giving me a call back on that same day. No one ever called. On 3/22/2023, I spoke to ***. He reached out to *******, but once again, he was not available. He stated that ******* was in the office and should be able to process my claim. *** confirmed that the ***** of Extensions request was in the system, but unsure as to why no one reached out to me as ***** promised they would. He informed me that instead, they sent the request back to ******* to process my claim. *** reached out to ********* manager *****, and stated that she would reach out to ******* to have my case updated. *** stated that he would keep checking on the status of my claim and promised to call me back once it had been processed, but I still never received a call. I called back later that day and spoke to *****. ***** stated he was unsuccessful in reaching out to ******* and ***** and stated that he would have someone reach on to me on tomorrow, 3/23/2023. I am beyond frustrated with this company, as they simply refuse to come to work and do their job. I am once again left hanging, no one is ever available to speak with, and no one calls back.

  Business Response

  Date: 03/24/2023

  Thank you for bringing this matter to our attention. Customer satisfaction is extremely important to us. We will provide a response directly to the complainant. 
  
  Sincerely,  
  The Guardian Life Insurance Company of America 

• Initial Complaint

  Date:03/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have submitted a claim for our daughter more than 8 times via postal mail, online (video recorded the submission) and postal and Guardian continues after dozens of phone calls to deny receiving and will not pay or acknowledge the Claim.

  Business Response

  Date: 03/21/2023

  Thank you for bringing this matter to our attention. Customer satisfaction is extremely important to us. We will provide a response directly to the complainant. 
  
  Sincerely,  
  The Guardian Life Insurance Company of America