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 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:10/25/2022

  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.

  It has taken me some time to gather my thoughts and compose this letter but I felt it necessary to do so regarding the unprofessional interactions of the Guardian employees since filing LongTerm Disability. Both my *** and *** claims have been due to mental health. As previously stated in a letter I submitted directly to Guardian on April 6, 2022, Guardian has a very relaxed approach when it come to short term disability or long term disability claims causing additional stress to the individual filing. Please see the outline of events below:-On August 23, 2022 at 10:23am, I called to initiate a ***. I spoke with a representative by the name of ******* who advised that if I did not return to work since 11/4/21, I should have been automatically considered for ***. My caseworker ****** should have reached out to me or my doctors for updated medical information. She advised that she would leave a message for her to contact me.-On August 25, 2022 at 1:51pm, I called back since I hadnt heard from the caseworker ****** and spoke with representative ****** who actually sent my psychotherapist a request for the updated medical information.- Very confused and upset, I called and Guardian and spoke with representative who transferred me direct to ****** to find out what was going on. ****** picked up the phone and I explained what happened with my employer and further explained that I had been calling her since the end of August to submit my claim. ****** was very callous in her response advising that she would submit the claim today being 9/6 and there was nothing more she could do. My major concern is that ****** did not follow through with her professional responsibilities by reaching out for updated medical information to assess my case. Guardian does not have any documentation that indicates I was supposed to return to work since 11/4/21. Complaint continues please view the attachments.

  Business Response

  Date: 11/11/2022

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

  Sincerely, The Guardian Life Insurance Company of America

• Initial Complaint

  Date:10/12/2022

  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 paid for a disability insurance policy through Guardian and it was wrongfully denied due to my medical condition being determined as a "pre-existing condition," which it is not. I have submitted adequate information and evidence that proves that it is not a pre-existing medical condition. I want them to process my claim but they said I have to go through an appeal process which will take another 45 days and I need the money that I am entitled to under my disability policy now.

  Business Response

  Date: 10/26/2022

  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:09/20/2022

  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.

  Hi BBB and Guardian advisors,Group Number: ******** Member ID: ********* Claim Number: ************ (claim cannot be found)I submitted an out-of-pocket dental claim back on 06/23/2022.It's been 3 months with 4 online chat check-in & 3 physical mail returns & 10+ online secure channel response & 4 phone calls.I still could not get my claim to process or even show ** in my online account.And I desperately need your help - to please - help process my claim and pay me - or escalate as soon as possible.THANK YOU BBB and Guardian advisors.Please see below attachments for receipts / mail response / chat screenshots.And see summary of most recent calls references:Ref *************: specialist said they have everything and will submit it for immediate processing. I'll hear back in ***** hours.Ref *************: specialist said there's backend account duplication issues causing my claim to be previously logged to an incorrect account. She had submitted request to resolve my account duplication and my claim should show ** in ***** hours.Ref *************: specialist said slight delays due to account duplication and claim duplication. So will take another 48 hours.Ref *************: specialist said need to wait at least another 15 business days. Will provide callback but nothing else she could do. Would not help escalate.

  Business Response

  Date: 10/04/2022

  Thank you for referring this matter to our attention. We are responding directly to the complainant.

  Sincerely, The Guardian Life Insurance Company of America

  Customer Answer

  Date: 10/10/2022

  Better Business Bureau / **** and Guardian / ***********:
  
  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.

  My claim was processed and am now am waiting for the check.

  For 3+ months I couldn't get my claim to process - it causes a lot of anxiety while having limited tools in my own hands to resolve the issue - so I truly appreciate your help!

  Specifically, Thank you **** / BBB - your help and this platform has provided visibility and escalation to my issue.

  And Thank you *********** / Guardian - for promptly resolving the complaint and getting the claim settled.

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

  
  

• Initial Complaint

  Date:09/20/2022

  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 applied for short term disability due to FMLA the later part of July 2022. I am bit satisfied with the level of communication and urgency of processing claims. I have requested next level support six times only to hear case managers and supervisors are unable to call and processing of claims is approximately ten business days This is a major financial inconvenience considering the information requested was faxed to an incorrect number by Guardians associates causing delays. I am requesting supervisor contact and consideration for processing my claim sooner than the generic time frame provided by Guardian staff.

  Business Response

  Date: 10/04/2022

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

• Initial Complaint

  Date:09/07/2022

  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 surrendered a whole life insurance policy and initially they sent an over night check which was delayed and I never received it. I asked them to stop payment and do an ACH transaction which they said should only take a matter of a few business days. Now 10 days later I still haven't received the funds and can't get anyone to escalate the issue. In total it has now been 30 days and I still don't have my payment.

  Business Response

  Date: 09/22/2022

  Guardian is committed to safeguarding the privacy of its policyholders.  Therefore, to maintain the confidentiality of our customers personal, health, and/or financial information, Guardian has reviewed this matter and has reached out to *** **** directly in response to his inquiry.    
  
  We appreciate you bringing this matter to our attention and allowing us to respond to the Complainants concerns. 

• Initial Complaint

  Date:09/06/2022

  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 filed for FMLA with this company via phone over 3 weeks ago. They lost the information so I filed the following day via phone (which they suggested was faster). Few days later I called for a status check and they said they had nothing in their computer for my claim. So I had to file it a 3rd time. This time I filled out the papers online and emailed which they received. They said they would send an email packet of info for myself, my employer, and Physician to complete which could take up to 14 business days. I never received an email but received in regular mail a week later. Everything was completed and emailed and faxed back to them. then 1 day later they said the information wasn't returned in time so my FMLA was declined. Reopened a new one with an extended day. Every day I call for status information I am told different things by different representatives. For ex, yesterday I was told they have all information needed. Just in process of reviewing the Physician Certification and will make a determination. TODAY when I called for update they said the Physician Cert was complete but they still need employer to email total number of hours worked in a year. My employer stated she emailed that information weeks ago. NOTHING about that was ever said until today. I said go ahead and resend the email form for my employer to complete. They EMAILED THE WRONG FORM. I called them back AGAIN to tell them and they said yes, it's the correct form. I said this form has every question BUT what you want us to answer. Nothing on it asking for total hours worked in past year. I've spoken with a manager twice about the entire nightmare since I started this process. Still have not been helped. I'm almost AT THE END OF MY LEAVE AND STILL DON"T KNOW IF IT'S APPROVED. If it ends up not approved, I will be fired because of number of absences this month. So this company is extremely unorganized and the staff is friendly but incompetent.

  Business Response

  Date: 09/20/2022

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

  Sincerely, The Guardian Life Insurance Company of America

• Initial Complaint

  Date:08/31/2022

  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.

  I filed a short term disability claim after giving birth and was paid for 6 weeks. I then took an additional 6 weeks due to mental health issues. I have been back and forth with Guardian many of times, requesting callbacks with no calls back. My claim was due for an answer and they waited one day before stating they needed more info from my PCP. I was told 3 weeks ago I would have an update and only to be told last week I would have an answer first thing this morning and nothing. I reached out to both parties I had contacted and no response. I have been emailing the parties to keep track of contacting everyone that way I have proof to my lawyer. The fact I pay for short term disability and have bills that are due and guardian keeps giving me the runaround is very stressful.

  Business Response

  Date: 09/14/2022

  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

  Customer Answer

  Date: 09/14/2022

  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:

  I have heard back regarding my claim/appeal status, however I have not heard anything regarding my complaint to BBB. I also am having an issue with getting my claim approved..

   

   

   

   

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

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

  Business Response

  Date: 09/26/2022

  We confirmed with the complainant, via telephone, that she has received our response.

  Sincerely, The Guardian Life Insurance Company of America

  Customer Answer

  Date: 09/29/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that there is still no resolution to my claim. They provided information as to the times I had contacted them and thier responses. However, I am still waiting on a response to my short term disability claim that has been carried over since April. I appreciate Guardian reaching out concerning my complaint, but when Im needing my check regarding my second part of my short term disability claim to help pay bills its kind of a slap in the face that I can get a quick response regarding this issue but not my claim. I pay for my short term disability, so I am not seeing an issue as to why this is being prolonged. I have reached out to my case manager as of yesterday and have not heard a response. I understand that a time frame is in place but when this has been ongoing for several months and I am getting collection notices regarding payments from where I am trying to get caught up from being out of work it is causing extra stress. Waiting until the deadline is due or the day before to need more information is ridiculous, 
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:08/24/2022

  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.

  This past December or January (excuse me if my dates are not exact), I was having a light snack and felt some hard pieces in my mouth. I swallowed some and was able to pull a couple out. It was a part of a tooth that had broken. It was also the weekend. My husband and I could see where the tooth had broken down to the gum and it was very sensitive. We got an appointment with the dentist a few days later and I suggested pulling it because I was worried about the cost of a crown. He checked our insurance and let us know that they cover 60-65% for my circumstance. Our part would be around $300.00. We agreed. First he tried filling it. That fell out within a few days. There was not enough tooth to hold it. My dentist did everything he was suppose to do. He is a good dentist. When the dental office filed the claim, Guardian Dental of course denied it. Did not see clear enough images on the **rays. They took multiple **rays they said. We saw the images, it was very clear. It is a shame they get away with this. They had denied three people in my husbands company at the same time, us being one. We ended up paying our dentist Guardians share which was over $500.00. It was not the dentist fault that Guardian did not honor their policy. We would now appreciate Guardian doing whats right and covering that claim and reimburse us our money please. Numerous claims were re-sent to them. All were denied. Phone calls. We have tried everything to settle this amicably.Thank you for you time BBB and we hope you maybe will be able to help us communicate better with them.***************************

  Business Response

  Date: 09/07/2022

  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: 09/08/2022

  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. Thank you.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:08/22/2022

  Type:Order 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 uses the Guardian Life Insurance Co. of America to handle their Family Medical Leave and Short-Term Disability claims. I had surgery and have been struggling with getting the 60% of my pay for months from Guardian. They constantly claim that they dont receive documents that I send them and they do not return calls from my employer regarding my case. I returned to work in a limited capacity (12 hours / week) on July 5, 2022. Guardian is contracted to pay me the remaining 28 hours / week at 60% of my salary. I have been calling Guardian and emailing them regarding this claim. I have provided them with all of the documents that they have requested but I have not received a check for 7 weeks. I have been trying to pay my mortgage and other bills while getting only 60% of my pay and now I am in trouble due to not getting any income for the last 7 weeks. I will be also filling a complaint with the ************* Division of Insurance as well.Claim Number(s): ********* ** * ********* ** Leave ID: ************ Member ID: ********* Group ID: ******

  Business Response

  Date: 08/31/2022

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

  Sincerely, The Guardian Life Insurance Company of America

  Customer Answer

  Date: 09/01/2022

  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:08/19/2022

  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.

  I was out on short term disability after having my third child. Everything was approved. On July 28th Guardian processed the payment for my STD. On July 30th they mailed a check. I have not received the check. I have called multiple times trying to get this resolved. They keep "escalating" my call and I am assured a supervisor will call me back in 2-3 days. Its been 2 weeks and not a single person has called me back. I simply want the money I am owed that I pay them for the coverage.

  Business Response

  Date: 08/29/2022

  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: 09/09/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********,they gave me a very round about way of blaming being short staffed. Even though their automated systems tells you that ever with the impact of the Corona virus there is not disruption to claim processing times. They didnt really take responsibility for anything, but I did receive my money so there's nothing else really that can be done. 
  
  Sincerely,
  
  *****************************