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

  680 Andersen Dr Pittsburgh, PA 15220

• 

  Guardian Life Insurance Co. of America

  419 Plum Street Cincinnati, OH 45202-2632

• 

  Guardian Life Insurance Company of America

  P O Box 2459 Spokane, WA 99210

• 

  Guardian Life Insurance Co. of America

  84 State St Fl 5 Boston, MA 02109-2202

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:08/19/2022

  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 07/22/22 I filed a claim on my short term disability (std) insurance with Guardian. 29 days later the claim is still showing as "pended" by them. I have requested phone calls from a supervisor or case manager on multiple occasions, I have NEVER heard back from a supervisor. The last request to speak with my case manager was on 8/8/22, it is 8/19/22 and I have YET to hear from anyone. I filed a corporate complaint on 8/15/22, I was emailed by someone named *************************** that is supposedly working on this yet, after having NO updates or response in 48 hours I emailed him again this morning, only to receive an automated response that he will be out of the office until 8/22. It is not easy to even find WHERE to file a complaint either, nor do the "customer ********************** agents" know where to tell you to call/email to get assistance beyond them.I have NEVER in my life been treated so poorly, had a claim so grossly mismanaged or felt such a lack of compassion by an insurance company in my life!I pay for this insurance to have it when I need it. The stress of dealing with this company/my claim is having a negative impact in my health, especially my Cardiac issues.How can I get well and return to work when I can't pay my bills and can't just focus on my recovery.I called in again this morning to a phone number I found here in BBB and spoke with a sort, ****, aggressive agent named ****** that only wanted me to "calm down" and had little to NO empathy or compassion for what the company she works for has been putting me through, when I requested to speak with her supervisor, I was told he was unavailable (not surprised) and I won't hold my breath waiting on that call back.Guardian has completely violated and lost my trust as a consumer. They apparently forget that without their consumers, they would not exist. It's sad that I feel like I now must seek legal recourse, because Guardian has failed to remedy this and at this point, I feel that they will continue to fail.

  Business Response

  Date: 08/22/2022

  Thank you for sending us this complaint.  Please note that we are responding directly to our member.  Thank you.

• Initial Complaint

  Date:08/19/2022

  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.

  This company has been a nightmare to deal with for my short term disability claim. My surgery was on 7/6/2022. To start I contacted guardian on 5/2/2022 to get the form I would need to take to my physician to complete as Guardian stated that they do not start on a claim until AFTER the surgery. I was emailed forms which turned out to be the incorrect ones and I had to contact Guardian again for correct forms and then my doctor to deliver the correct forms. My claim was not approved until 8/2/2022. During this time I called no less than 10 times to inquire about if any documents were needed and uploaded the completed documents twice to the system when I was told they never received them. Once my claim was approved, a check was mailed out despite me completing and uploading a direct deposit form twice before. I uploaded the direct deposit form again on 8/5, gave them the two business days they requested and called to check status on 8/11. I was informed they still hadnt received it but was transferred to someone who entered in their system over the phone. Why couldnt they have done this to begin with? I called back on 8/16 to check status of payment and was told that it was sent on 8/12 direct deposit and should be available by 8/17. I spoke to someone today (8/19) since I still have not received payment and was informed that it was not direct deposit, that a check was mailed out on 8/15. As of this I still have not received my final payment from the company. This company is disorganized and inefficient. You do not get updates unless you call in yourself. Forms seems to be lost in the system somewhere and everyone I have spoken to with the exception of ******** who set up my direct deposit, doesnt seem to have an idea of processes or what the notes in their system mean.

  Business Response

  Date: 08/19/2022

  Thank you for notifying us of this complaint.  Guardian will respond directly to ******************.

  Customer Answer

  Date: 08/24/2022

  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:

  [Your Answer Here]

   As of today, 8/24/2022, I have not received any communication from Guardian nor have I received my check  I spoke with ***** at Guardian this morning who advised a paper check (not direct deposit) was sent out on 8/16/2022 and maybe your mail is just slow. She advised if I hadnt received a check by 8/30/2022, to call back in and they would do a stop payment on the check and send it direct deposit. My question is, why cant they do that now? Because of their incompetence, multiple of my bills are late due to lack of income. They need to be aware that this is some peoples only source of income and delays like these mess with their lives.  

   

   

   

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

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

  Business Response

  Date: 08/25/2022

  Thank you for sending the additional information from *******************  Our review is not yet completed.  We will address the additional complaint in our response that will be sent directly to her.  Thank you.

• Initial Complaint

  Date:08/18/2022

  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.

  Transaction date: 5/12/2022 Amount: $64 Guardian Dental are refusing to pay full coverage for the Dental Cleaning I had in May 2022, because it was scheduled "too soon" after the previous Dental Cleaning in December 2021. Yet I had called them to be sure how far apart I needed to schedule the cleanings. Their customer ********************** told me in December 2021 that I would not be limited to scheduling my appointments at least 6 months apart.The agent I spoke with in December 2021 informed me there was no such limitation for a minimum number of months between cleanings, and that I could schedule 2 cleanings per year. He further explained that the plan year started on June 11. That meant I could have 2 cleanings between June 11, 2021 and June 11, 2022, which is why I scheduled my cleaning to be in May 2022 -- just under one month before what I believed was the end of the plan year.I filed an appeal for my claim, and explained how their customer support had given me bad information, and because of that they should cover the cleaning in full, as the appointment was made in good faith. They denied my appeal.I believe that they should accept responsibility for the bad information that was given to me by one of their customer ********************** representatives, and they should pay in full for the cleaning, just like they paid in full for previous cleanings. It's absurd that they are denying to pay in full because I scheduled the cleaning a couple of weeks too soon. I am not trying to game the system. This is a simple misunderstanding caused by them -- and they should make it right.

  Business Response

  Date: 09/01/2022

  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: 09/09/2022

  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:

  Hello *******

   

  The MESSAGE FROM BUSINESS states:

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

  Sincerely, The Guardian Life Insurance Company of America

   

   

  I have not yet received any direct response from Guardian. I will wait a few days to see if something comes via US Mail.

   

  Thank you,

   

  *************************

   

   

   

   

   

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

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

  Business Response

  Date: 10/10/2022

  We have emailed and mailed a copy of our response to the complainant. We trust that this matter is now resolved.

  Sincerely, The Guardian Life Insurance Company of America

  Customer Answer

  Date: 10/28/2022

  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:

  [Your Answer Here]

  Guardian refuses to accept responsibility for the bad information I was given by a customer representative -- which caused me to schedule my dental cleaning "too soon" -- and refuses to fully cover the dental cleaning. It was just a few weeks too soon -- it's absurd that they are using that as an excuse to not pay full benefits, so they can increase profits.

  We are at an impass. I am no longer a customer of ********************, so they will get no more money out of me.

  I do not want any further communication from them -- they keep repeating the same excuses.

  Thank you.

   

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

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

• Initial Complaint

  Date:08/17/2022

  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.

  On February 8, 2022 I was told by my doctor I was unable to work. My doctor said she wanted me to be seen by a neurologist before she was comfortable with me returning to work. Shortly afterwards, I scheduled an appointment with a neurologist. Unfortunately, the soonest I could be seen was Aug. 22 2022. I filed a short term disability claim with Guardian. They have been given all the information from myself and my doctor that they have requested. My claim was approved. I was supposed to receive payments by-weekly however that has not been the case. Since March, Ive received only two payments of around $1000.00 each. However, they are constantly requesting information. The last payment I received was 06/06/22. At this time, I was told my claim was approved until it expired on 08/08/22. I have not received any payment since the last payment in June. Yet again they requested even more information from myself and my doctor even though nothing has changed. They have received ALL the information they have requested. I have even received another phone call on 08/01/22 by a case manager saying she had received all the information needed and I could expect payment in less than ten days. Nothing! *** made several phone calls and all the CSRs can tell me is all the paperwork has been received. *** requested a call back from the case manager every day for the past week! Still no call and no answers! I paid for this insurance in case something like this ever happened. Guardian has added to my stress, making this situation even worse! I honestly feel like they are deliberately dragging their feet and trying to avoid paying a legitimate and verified claim! All I want is to receive the benefits Im owed! My doctor and I have given them all the information theyve asked for every time! This has gone way beyond ridiculous! A case manager could call me back to explain the delay or if anymore info is needed. But no communication at all! Guardian appears to be a scam!

  Business Response

  Date: 09/09/2022

  Thank you for bringing this matter to our attention. On August 30, 2022 we sent a response directly to the complainant.

  Sincerely, The Guardian Life Insurance Company of America

• Initial Complaint

  Date:08/15/2022

  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 had filed a short term disability claim to gaurdian.They paid one payment and I was not cleared to go back to work, so I called them to let them know and it has been a fight to get the rest of my payment. I have called and called and each time they claim to need more documents, which I have had my doctor and my employer send them all they requested and still nothing. I call them again and they keep coming up with excuse after excuse and then say they need more documents sent to them. It is so frustrating they are the worse company I have ever had to deal with. They just keep coming up with more and more excuses . They should be ashamed of how they treat there customers. They are rude and never respond when they say they are going to let you know. People count on them being a reliable insurance company and from my experience they are not even close to caring about the needs of their customers. I am so tired of arguing with the inept workers they have , which seems to be the same 2 people each and every time I call. I asked for a number of someone higher up that could help me and they said they do not have any body to talk to but them. What business does not have a supervisor. I am at my wits end . I would appreciate anything you could do to help. Thank you.

  Business Response

  Date: 08/25/2022

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

  Customer Answer

  Date: 09/06/2022

  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:08/15/2022

  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 a STD claim in May 2022. i have a chronic injury to my hand and was out on STD for over a month. they requested additional information and i sent it in on 06/21/22. i called and spoke with a representative to let her know i would be uploading it. she advised it would go to her. i received an email receipt that it had been received. i heard nothing & website still said it was ongoing. i called to follow up on 07/15/2022 and spoke with a rep who was clueless. he said the info hadnt been recieved and i told him i had the receeipt. he said i need to reaubmit it. i said this was unacceptable and asked to speak with his supervisor. he said "i dont have a supervisor." i said i need to speak with someone immediately - whoever is above him. he told me there wasnt anyone. i pushed again and her transferred me to the claims rep. she apologized and promised the email address i would be sending it to went "directly to me." i asked for her direct email and she said that was it. i said *** had alot of trouble workig with guardian (i had a previous claim that similarly took 4 months to resolve w documentes being lost EVERYTIME & many follow ***** i knew the rep was lying to me when she gave me the generic email address to which i cannot reapond & replies it is "not monitored." she straight up lied to me. it wasnt her direct email. i was too tired to argue about it further. she apologized profusely and promised she would expidite it and sent me an email that the info had been received and nothing else was needed. so, i check the claim today & its still "ongoing." i tried to call Customer ********************** - but youre not open on the weekends. so i'd need to take time off work to deal with your ineptitude. i warn against using Guardian for your employees... unless you want them to deal with tears of frustration along with their tears from pain. Totally unacceptable.

  Business Response

  Date: 08/23/2022

  Thank you for sending us this complaint.  We have responded directly to our insured.

• Initial Complaint

  Date:07/26/2022

  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 February 10, 2022 I had a tooth extraction at ************************************************* in **************. Before visiting this facility, I made sure that it was in my network. Dental office lady contacted Guardian insurance and I was charged amount of $ ****** which I had paid before the procedure. A few weeks later I got an Explanation Of Benefits from the Guardian. It was stated that they denied a claim for my tooth extraction because I have used the provider out of network and I have to pay the rest of the **** ($ ******). I called the Guardian and they said wellyeah this provider is in the network now but was not in the network at the time of service. It was a surprise to me. It looks like Guardian insurance is trying to skip their responsibility using lame excuses to avoid their payment. Also, if the insurance refuses to pay their part for incomprehensible reasons, they have to negotiate with the provider and bring down the price, not just kick a customer away. The ******************** simply refuses to pay the **** using any pretext.

  Business Response

  Date: 08/09/2022

  Thank you for bringing this matter to our attention. Customer satisfaction is very important to us. We will respond directly to the complainant to address their concerns.
  Sincerely, The Guardian Life Insurance Company of America 

  Customer Answer

  Date: 08/13/2022

  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 visited the dentist in February, and according to the insurance, he became part of the network in March. I believe that if I visited the dentist in March, the Guardian would write that the dentist became part of the network in April ...

   

   

   

   

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

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

• Initial Complaint

  Date:07/22/2022

  Type:Product 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 had surgery on 5/26/2022. I submitted all the necessary documents to Guardian prior to surgery. After surgery I submitted documents stating the return to work date is August 18. Guardian stopped payments on July 6 stating they were waiting for additional documents from my doctor. I immediately made sure those documents were submitted same day with return to work Aug 18. Still didn't receive a payment. Today is July 22 and haven't recieved payment but they state its only approved to 7/25 until after reevaluation. I am again not dye to return to work until 8/18 and all documents state that. I have called everyday for 2 weeks and have been told there is a 1 to 10 day processing time.i have asked on numerous occasions to speak with a supervisor. I have yet been able to do that and they state that they are submitting a return call each time. They are leaving me sick and stressed out without any regards to my life.

  Business Response

  Date: 08/03/2022

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

  Sincerely, The Guardian Life Insurance Company of America

  Customer Answer

  Date: 08/03/2022

  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:

  [Your Answer Here]

   
   
  I have not heard back from the business. I have put in requests to speak with case managers and supervisors and have not received any phone calls. I would like a reply to know how do we continue to move forth with my claim without interuptions.

   

   

   

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

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

  Customer Answer

  Date: 08/09/2022

  The issue has been resolved. I received a certified letter with explanation 2 days after rejecting response.

• Initial Complaint

  Date:07/15/2022

  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.

  They are not covering my daughters dental procedure using misleading terms. They say that they cover out of network claims up to 80%, but they cap their in network dentists at a certain amount. They will only pay up to $74.00 (which happens to be my deductible) for the procedure, not 80% of total cost. Additionally, they denied the exam even though Im supposed to have two oral exams per year included in coverage.

  Business Response

  Date: 07/22/2022

  Thank you for bringing these concerns to our attention. Customer satisfaction is our top priority.

  We are providing a substantive response directly to the complainant.

  Sincerely, The Guardian Life Insurance Company of America