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 Fl 17 New York, NY 10004-2616

  
• 

  Guardian Life Insurance Co. of America

  7 Hanover Sq # H-4-h New York, NY 10004-2601

  
• 

  Guardian Life Insurance Company of America

  20021 120th Ave NE # 103 Bothell, WA 98011-8248

• 

  Guardian Life Insurance Co. of America

  5501-A Balcones Drive #217 Austin, TX 78731

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:03/10/2023

  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.

  Guardian life was my companies dental, vision and life insurance provider. It had been over 20 years since seeing a dentist. Then I had a tooth crack to the point that the nerve had been exposed. I also had 2 other teeth that had developed cracks in them. These cracks were the result of fillings that I had done in the 80s. I started seeing a dentist when the first tooth started hurting. I had a root canal and subsequent crown on that tooth. The dentist said that the other 2 teeth would also need crowns. So over time I had the 3 teeth crowned. I also had a secondary insurance met life through my wife's company that covered their 50% without issue. But guardians consultant deemed the crowns unnecessary saying that the teeth could of been fixed with another filling. Which is what caused the problem in the first place. They refuse to cover a necessary form of treatment going completely against my dentists treatment for a form that wouldn't work. Cracks in teeth can not be fixed with a filling. I've talked with guardian they refuse to go against their consultant for whom I wonder how he received a dental license. ******************** has also not allowed me to speak with this consultant. They told me to have my dentist file another appeal for which they have already filed 3 one for each crown. Any help with this would be greatly appreciated.

  Business Response

  Date: 03/10/2023

  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:03/07/2023

  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.

  My wife, *******************, had a dental cleaning on 9/13/2022. Guardian keeps trying to bill our old Guardian Insurance Policy (Plan number ********) instead of our new Guardian Insurance Policy (Plan number ********). We have tried to get them to fixed this and have filed 6 claims. Each time they indicate: CHARGES INCURRED AFTER THE MEMBER'S TERMINATION DATE. PATIENT IS RESPONSIBLE FOR SUBMITTED CHARGE.Guardian refuses to bill our new Guardian insurance policy for the charges. Our new policy started on 6/1/2022. The dental cleaning occurred on 9/13/2022. I will attach the latest claim. Note they are trying to bill our OLD policy instead of our NEW policy.

  Business Response

  Date: 03/08/2023

  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:03/06/2023

  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 purchased dental insurance from Guardian and the first dental office pulled all my teeth and gave me dentures that ended up not fitting and are unusable and the first dental office did not tell me about the dentures not being covered by insurance. The insurance company only paid for an $50.00 out of $5,000. And going back to the dental office they are unwilling to help me get this set of dentures to fit. I called Guardian and made a complaint with them to not pay for the dentures because they are not fitting correctly and was told "Don't worry we can't pay for it anyway because of the waiting period." Not getting any help from the first dental office, I went to another dental office and was told, "your dentures are completely wrong, the gums are too big, the teeth are too small, they don't align to your face, they don't align with each other to be functional, they are too big for your mouth, and you need a whole new set because there is nothing that can be done with this set." Once my waiting period was over on Feb. 2, 2023, I went to the new office for the new set to be made. Guardian insurance is denying the claim for the new set of dentures because even though they did not pay for it a year prior, I am on file with them as not only having a set of dentures (about 1 year old) but also that the dentures are completely wrong but refuse to cover them because they only cover dentures every 10 years. I have paid about or over $800 for coverage for the last 2 years and they have only paid out over the last 2 years $90.00 and I had to pay $1,978.00 on 2 separate credit cards because of this denied claim.

  Business Response

  Date: 03/06/2023

  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 Tell us why here...

• Initial Complaint

  Date:02/27/2023

  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 been enrolled in Guardian Dental insurance since August 2022.... I just made a claim to cover a crown in which their literature says I am covered at 50% for. They claim my plan requires I am enrolled for a year before basically covering anything other than fillings and cleanings. Had I known this, I would have never signed up for this plan. NOBODY has ever sent me anything saying this. And in fact, I called them before the procedure and they told me they would cover 50%. And... my dentist called them before my procedure and they said they would cover 50%. At the very least, they are not in compliance with what they sold... and, potentially, they have committed fraud.

  Business Response

  Date: 02/27/2023

  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: 03/09/2023

  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]

   I have not yet heard from Guardian.   I have also tried talking to them directly through their customer support line before filing this complaint but they refused to help or put me through to somebody that could help.  I called them on February 3rd before the procedure to verify that it would be covered and they told me that it would be covered at 50%.   They claim I have a waiting period before I can get crowns covered but they never presented anything to me that said this before I purchased the policy.  In addition, if that was the case, they should have told me that on the 3rd when I called them.... frankly I would have put off the procedure had they told me this.  My dentist also called them before the procedure and charged me at 50% based on the fact that they though I was also covered.  I ended up having to pay the balance ($480) because Guardian declined the claim... even after they told both me and my dentist that they would cover it.   Guardian needs to cover this... if they do not, my next step will be to file a complaint through the ****** of ******** protection.  I would like to keep this open until this is resolved satisfactorily.

   

   

   

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

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

  Business Response

  Date: 03/15/2023

  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:02/22/2023

  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.

  I have 60% coverage for crowns on my dental insurance. My dentist has sent THREE separate pre authorizations to Guardian showing X-rays and a high definition photo of the crack in my tooth. Each time the claim is denied. I cannot chew on this side of my mouth. My Dentist is a reputable in network provider whom is telling Guardian and proving it with X-rays and photos yet I keep getting denied. This company is not providing the coverage that I have been paying for each week and that Im ELIGIBLE for on my plan. We have submitted appeals each time only to get denied again. This is completely unethical and I will continue to pursue my case.

  Business Response

  Date: 02/22/2023

  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: 03/03/2023

  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 has NOT reached out to me with a response. I have not received an email, a phone call or letter in the mail. I'm requesting they provide proof of their response with this complaint and not separate from it. 

   

   

   

   

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

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

  Business Response

  Date: 03/09/2023

  We responded directly to the client on 03-08-2023 via email.

   

  Thank you,

  Guardian Corporate Inuiries.

  Customer Answer

  Date: 03/22/2023

  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.

  Guardian has agreed that this was an oversight on their part and agrees I do qualify for the service billed. 
  
  Sincerely,
  
  *******************************
  
  
  
   
  

  
  

• Initial Complaint

  Date:02/17/2023

  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.

  On 12/25/22 I fell ill and through my employer I have been paying for ***/ *** with Guardian . To present date I have been trying to get my *** to kick in and Guardian along with my employer having only increased my stress and anxiety level deeper into my depression. Not to mention a sink hole of debt for the past 2 months that they have avoided even reviewing my case . Am reaching out to have this matter reviewed and hopefully resolved from an outside

  Business Response

  Date: 02/17/2023

  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:02/10/2023

  Type:Customer Service 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.

  I have been calling Guardian almost on a daily basis trying to get ahold of my case manager. She is always out of the office, and the person she suggests that I reach out to never has a response to my concerns. I have called Guardian on multiple occasions requesting to speak to a manager, no one is ever available. Whomever I speak to says they leave messages for the manager to call back, they rarely do, and take forever reaching back out to you. I have provided this company with so many documents, but it's never enough. They request medical documentation that doesn't even exist, using stall tactics to constantly prolong processing times. Customer ********************** always provide inaccurate information, instructions, and processing times for documents to be reviewed. They just leave you hanging, constantly making excuses as to why no one is returning my calls. How can anything ever get processed when your case manager is never at work, and she is the only one that has all the information and documentation needed to complete everything? This has to be against the law! The horrible customer **********************, processing times, and the lack of staff issues is just simply unacceptable. When you're paying for services but never get to use them, is insane.

  Business Response

  Date: 02/13/2023

  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: 02/13/2023

  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.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:02/08/2023

  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.

  My dentist shows up in network in ******************************************. But they treated the claim as the non-contracted provider. I took the screenshots on 2/7/2023 while I am on the phone with customer **********************. They say they terminated their contract with this provider but forgot to update their website. Now, who is going to take care of my bill? I require guardian to stand responsible and compensate for their poor service.

  Business Response

  Date: 02/08/2023

  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

  Customer Answer

  Date: 02/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the company admitted that it's been their fault. however, no compensation has been offered. 
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:01/06/2023

  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.

  Was taken off work due to needing back surgery. Guardian has not paid a dime we are week 7. They lie give you the run around. Back surgery was performed on Dec. 13th. They claim you can check their website it never send the needed 6 digit code to phone or email and than locks you out. Guardian is a scam. I'm done with the lies. They owe me 7 weeks worth of short term disability payments so far. They have paid nothing.

  Business Response

  Date: 01/19/2023

  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:12/29/2022

  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.

  I have been paying for Guardian VSP Signature Plan vision insurance through ***** since 10/1/2021 and Guardian refuses to update my coverage even though my ***** admin has been sending them updates and information for almost 3 weeks now. My ***** admin says they have not responded to any emails. I call every other day and they say they just keep saying wait a few days for it to update. And all this time, I've had to cancel my Dr ***** when my coverage has not updated. There are only 3 days left in 2022 for me to use my benefits and no more Dr ***** are available. I've lost all the money I put into this plan.There is some breakdown in communication and Guardian will not provide any support or help to resolve the issue.

  Business Response

  Date: 01/11/2023

  Thank you for bringing this matter to our attention. We have responded directly to the complainant.

  Sincerely, The Guardian Life Insurance Company of America