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

  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 Company of America

  777 E. Magnesium Road Spokane, WA 99208

• 

  Guardian Life Insurance Co. of America

  3900 Burgess Place Bethlehem, PA 18017

• 

  The Guardian Life Insurance Company

  One Tower Lane, Suite 2620 Oakbrook Terrace, IL 60181

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:12/22/2022

  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 employer "********** Provided me a vision Insurance when I joined on 8/8/2022. That is Purchased through Guardian through VSP and It shows I am eligible avail benefits at Guardian portal when i visited the Provider they said i am not eligible , So i called VSP , VSP and Guardian used the Blame game strategy for at least 4 days . and After so many calls i was able put a conference call to both on 12/21/2022. Guardian Rep said , They tracked the my claims through My previous employer "**********" which are happened in May 2022. and Saying I am not eligible to the benefits this Year. This should not be happening because Mine is currently New plan and *********** Guardian is cheating customers without letting them know these clauses before. I am not sure how much legal to do this Cause Insurance i bought is Group Based , Not member based. I asked ******** Rep(******) to raise a complaint , She did , This is the Reference Number "**************. I want this to be resolved as soon as possible, Cause year ending on 12/31/2022.

  Business Response

  Date: 01/04/2023

  Thank you for sending this to **.  Guardian has responded directly to our client.

  Customer Answer

  Date: 01/04/2023

  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:12/08/2022

  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.

  11/25/2022 was supposed to receive 2 short term disability claim direct deposit. Previously both claim deposited into the same account without issue. Recieved one claims payment but not the other claim. Called customer service 11/**/2022. Was told it would deposit. Called again 12/01/2022. Was told they couldn't deposit into that account. Asked why since previous payments had no issue and other claim also deposited with no issue into the same account. Did not recieve an answer. Gave a different account number. 12/05/2022 I only recieved the claim payment that has had no issues into the same account originally used. Now missing 2 payments from other claim. Called bank. They stated only the one claim has been sumbitted to them. There is no issue on thier end. Called Guardian again. Again did not get answer to why it was no deposited. They did not submit to new account either. Said previous representative submitted to case manager. Usually takes 2 days for a response. Should hear from them Tuesday. Did not recieve a call. Called them again. Representative said he submitted new account number. Notes on their side did not show everything from Thursday communication. Said I would recieve a call back that day. Did not hear from them. Wednesday 12/07/2022 I called again. They said it was submitted and it should process in 2 days. It never arrives on Friday. It always takes until Monday. I want to work. I have to have surgery. I am unable to work and the short term payments are not even ? of my paychecks. I have bills to pay and we need food and they owe me 3 payments from one claim at this point. I asked more than once for a supervisor and have no spoken to one nor recieved a call back. I need the payments. I would like an explanation as to why there was an issue and why there is a delay in fixing the issue. When submitting direct deposit info, they say it takes 2 business days. I gave them a different account number to use on 12/01/2022. Have not recieved deposits.

  Business Response

  Date: 12/21/2022

  Thank you for contacting Guardian on behalf of **********************  Guardian is committed to protecting the personal information of our clients.  As such, our response to the complaint will be sent directly to *************

  Thank you.

• Initial Complaint

  Date:12/05/2022

  Type:Sales and Advertising 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 2 small children under ************** as dependents, aged 8 & 7. I took the kids to the dentist to an in network service which the office said they were covered and the Guardian website had the same information. Now my claim is being denied because my children are too old to go to a pediatric dentist, that only children aged 6 and under are allowed to go to a pediatric dentist under this plan. I looked through the entire website and I can not find this information anywhere and Guardian wants to bill be 698 per child. This is very wrong, I was misled by coverage and now i am being billed.

  Business Response

  Date: 12/12/2022

  Thank you for your inquiry on behalf of ********************************  Guardian is committed to protecting the personal information and privacy of our clients.  Therefore, Guardian has responded directly to ******************** regarding this matter.  

• Initial Complaint

  Date:12/01/2022

  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 now been out of work since the 3rd of November due to high risk pregnancy and have already delivered my child. I have contacted the company several times to find out what is going on and nobody responds to emails. When I call the answering service is clearly outsourced and they all just keep telling me they can not put me through to the case manager or even contact the case manager on my behalf. I have a newborn and bills that need to be payed. This is totally unacceptable. The five plus times I have called I was on hold over 30 minutes every time and each person told me the case manager did not need anything further from me, my Dr or my HR department. My HR department just told me that now they are sending them additional paperwork that they have already completed from the 16th of this month. This is completely unacceptable service from a company. I guess I will be contacting my attorney next.

  Business Response

  Date: 12/12/2022

  Thank you for bringing this matter to our attention. We have provided a response directly to the complainant.

  Sincerely, The Guardian Life Insurance Company of America

• Initial Complaint

  Date:11/14/2022

  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.

  My dispute with Guardian is that they defer patients to the REMARKS section of their Explanation of Benefits for specific details regarding their claims however, the remarks on the *** following my appeal (dated 9/26/2022) were now directed to the age of the initial crown as I was able to provide proof of the irreparable damages that were the stated on the *** of the initial claim & appeal. The initial reasoning for payment denial for both the 2/3/2022 & 4/19/2022 claims was that my plan "covers replacement restorations when the existing restoration has been damaged and cannot be made serviceable". However, the reasoning in the *** for my appeal which included details of the existing crown being damaged beyond repair is (dated 9/26/2022) "the dental plan covers replacement of crowns, inlays, onlays, abutments, posts or appliances only when they are at least 10 years old and cannot be made usable OR ARE damaged beyond repair while in the covered patients mouth in an injury suffered while insured." I called Guardian on 11/10/2022 at 11:03a and the rep I spoke with said that since the original crown was done on 1/1/2017 it was only 5 years old thus they do not cover it. However when I pointed out that it was damaged upon repair, it should be covered as it states in the *** but, I was told that the reason was due to the age of the crown. I called back at 1:01p with proof that the original crown was completed on 4/7/2011 not 1/1/2017 & at 2:28p Guardian called me back to advise my claim was APPROVED. However they would only be paying 50% of the cost of noble metal not porcelain which is what was provided to me. The *** it states "the dental plan contract CONSIDERS the alternate benefit of noble metal toward porcelain/resign" the second rep at 3:11p LAUGHED AT ME & told me that there is nothing I can do they will not cover any more than what they agreed to. If I didn't keep on top of this I would have had to pay for something that was Guardians responsibility.

  Business Response

  Date: 11/28/2022

  Good afternoon, thank you for sending this matter to our attention.  We responded directly to our customer regarding this matter today.

  Customer Answer

  Date: 12/09/2022

  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:

  Thank you so much for your response however, I have not heard from Guardian response to my initial claim. 

   

   

   

   

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

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

  Business Response

  Date: 12/20/2022

  Good afternoon, thank you for sending this matter to our attention. We responded directly to our customer regarding this matter.  

• Initial Complaint

  Date:11/10/2022

  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.

  It's impossible to reach a live person without calling several/many times. Their auto-recording is not operating properly and hangs up on you. Why have they let this continue? AND, it's impossible to register online for services because there's clearly a technical issue that prevents me from creating a new password even I'm following all of their perimeters. I am a consumer who pays a lot of money every month to this company for mine and my son's dental insurance, and I am extremely frustrated that I can't reach a live person or that it's not simpler to register on line. Lastly, I'm still waiting for insurance cards. I switched to PPO dental coverage so that my son could see a dentist as he's working in *******.Deplorable customer ********************!!!

  Business Response

  Date: 11/10/2022

  Thank you for bringing this matter to our attention. We reached out to the complainant today and resolved her concerns.

  Sincerely, The Guardian Life Insurance Company of America

• Initial Complaint

  Date:11/09/2022

  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 coverage ended 10/1 since I have changed employers. I have elected COBRA and paid everything through Wageworks (COBRA provider). They have confirmed that they have sent Guardian eligibility updates weeks ago. I am still waiting for Guardian to show that my family is active on the Dental plan again. I have recently (11/7) received bills from both Guardian and our dentist for uncovered services. We should have continuing coverage through COBRA effective 10/1. We also have a dental appointment coming up next week and our dentist states that they cannot verify my eligibility for insurance and either have to cancel my appointment or I would have to pay for everything out-of-pocket. I have contacted Wageworks again today and they show I am fully active on the Guardian dental plan and to contact Guardian to help resolve the issue. I have called in 2xs today with different reps to get help. Each time they put me on hold and either transfer me back to the front of the call queue to restart OR (the 2nd time) put me on hold and then hung up on me. I'm not sure what to do here. I can't even get a representative to help with and try to sync up with Wageworks to show my eligibility properly on the Guardian side. I am all paid up on COBRA for some weeks now as well but not getting the federally mandated coverage for my family.

  Business Response

  Date: 11/16/2022

  Thank you for bringing this matter to our attention. We have provided a response directly to the complainant.

  Sincerely, The Guardian Life Insurance Company of America

  Customer Answer

  Date: 11/20/2022

  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:11/08/2022

  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 received a letter in the mail that should have been sent to my dentist requesting information that they would have but that I would not have. When I called in and tried to get a human on the phone I was forced to navigate a system that does not understand English. When I did finally get an individual on the phone she continued to interrupt me and then hung up when I called out the insanity of the letter sent to me. I never even got a chance to ask for a manager.

  Business Response

  Date: 11/17/2022

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

  Sincerely, The Guardian Life Insurance Company of America.

• Initial Complaint

  Date:11/04/2022

  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 10/1 and 10/6 I received dental work that was clearly stated in my plan to be covered 100% in or out of network. Cleaning, debridement and x-rays totaling about $819, all clearly stated in my plan that they were covered. It still says their covered in my plan, I'm currently looking at it stating that its covered. They denied ALL of the claims, and paid 40% of ONE PART of my X-rays. I called customer ********************** and asked why they denied my claims, and she stated it was because of a "fee schedule" that isn't anywhere in any of my plan documents. It literally isn't a part of my plan or coverage. She then stated there was nothing she could do, and a supervisor will reach out to me in a few days. This is unacceptable and feels like fraudulent activity. None of these "fee schedule" conditions were listed in my policy when signing up at healthcare.gov, nor are they listed now. They posed as affordable Dental Insurance and do not honor the policy you actually payed for. They also apparently don't allow you to download your billing statement so you can submit it to BBB. So I could only attach a copy of my policy. Incredibly terrible experience.

  Business Response

  Date: 11/17/2022

  Thank you for bringing this matter to our attention. We sent a response directly to the complainant.

  Sincerely, The Guardian Life Insurance Company of America 

• Initial Complaint

  Date:10/28/2022

  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.

  The company I work for, Upstart, used Guardian as the carrier of some of our benefits.It's been a bit but I got paid for 2 of the 3 claims. However, let's talk about claim number: ********** 3. THIS HAS BEEN A NIGHTMARE!!!I received a call from, who I think is a "****" on 10/19/22 to tell me my claim was approved and they're wanting to get information to send the "check". I asked him to email me all of the information because I was driving. He insisted it would be better to do the overnight check and less complicated, I asked him AGAIN, if he would guarantee it would be here on Friday??? He said YES. And against my better judgement, I agreed. He did overnight the check with **** Of course the Money didn't arrive Friday, Saturday, Sunday, or Monday. I'm not happy at this point so I called.On Monday, I called Guardian. And to my surprise, they had asked me if I lived in ********* ****. That's odd, I'm a bit of a ways from ********* but not a huge distance. I answered no and I think she answered are you sure. *********'ve lived at this address for over 21 years.I asked several times who was it shipped by and they said **** I pulled up the site and *** had dropped my package (MONEY) at a GAP clothing distribution warehouse. Yep. I've not ever worked there. Today, no money arrived. I asked to do the direct deposit on the day they realized the *** error. **** sent me to customer ********************** to set it up. BUT the didn't review very well because I found out yesterday 10/27 that my new check was sent by regular mail. The handling of this is absurd. I've have overdraft charges. Late charges because some creditors don't give a (I'm not sure when) grace ******* It's made me sick and angry. Depressed and just unwell. This debacle has been going on for almost a month.

  Business Response

  Date: 11/11/2022

  Thank you for bringing this matter to our attention. We are providing a response directly to the complainant.

  Sincerely, The Guardian Life Insurance Company of America