Business Profile

Life Insurance

Guardian Life Insurance Co. of America

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

Customer Complaints Summary

190 total complaints in the last 3 years.
56 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:10/11/2024
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.
Guardian's dental insurance says that dental cleanings are covered 100% whether it is an in-network or out of network dental office. I had my teeth cleaned, and Guardian only covered ~45% of the charge. They clearly have false advertising and lie to their customers.
Business Response
Date: 10/11/2024
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: 10/14/2024
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 can accept they are working on this and will follow up with me. I dont want this case closed, so I had to reject the response. It shouldnt be hard for Guardian to look and see they claim to cover 100% of my dental cleaning, and they only covered 45%

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

Sincerely,

***** ******

Business Response
Date: 10/25/2024
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: 10/29/2024
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 got back to me, but didnt address their false advertising within their own app. They push the burden of responsibility back on me to reach out to them to see what is covered. I am their customer, not the other way around. Why would I reach out to see what is covered, when right in your app, you tell me a cleaning is covered 100% whether in or out of network. They dont address me as a valued person, but rather just throw out some copy and paste insurance jargon and refuse to cover a common cleaning. Because they refuse to cover this dental cleaning, I will look to leave Guardian as soon as open enrollment comes in 2025. However, I want this false advertising claim on the record to hopefully prevent future clients from enrolling with Guardian as an insurance provider.

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

Sincerely,

***** ******
Initial Complaint
Date:10/08/2024
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 August 16, 2024, my mother's account was closed (I'm POA). The account was opened as a corporate account (which had been inactive now for over 25 years). A check for $197,115.18 was issued to her in the corporation's name. The check cannot be deposited or cashed as the corporation is inactive. I have called the Guardian REPEATEDLY since August 26th to try and have the check made out to my mother's name. I've spoken with Supervisor ******* ******* who promised several times to call me to let me know what Operations determined about the check. He does not return my calls; neither do Supervisors ****, **** or ******. My mother has lost out on 2 months interest on close to $200,000.00. The check is collecting dust. I also emailed a complaint to the Guardian on September 26th. I got a response stating an advisor would contact me. I haven't heard a word.
Business Response
Date: 10/10/2024
Good day,
Thank you for bringing this matter to our attention. Customer satisfaction is extremely important to us. We will direct this complaint to the respective area, and they will provide a response directly to the complainant.

Sincerely,
The Guardian Life Insurance Company of America
Initial Complaint
Date:09/26/2024
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 am currently on short term disability due to a heart condition as of 6/12/2024. I have received three payments from guardian for July and one payment for August. My last being on the 12th of August for a small total of approx $350. This was not a full release of the dates I was approved for, therefore they shorted that check. All forms and documents that have been needed to process my claims have been faxed and uploaded to the secure web channel. I have called the company five times in just the last two weeks to see why I have not been paid since the 12th, they stated I was missing forms since my claim started in June of 2024. However I have been paid out previously, which would not be possible had they not received all forms of appropriate documentation. My *** has faxed all forms several times even speaking with guardian at one point. They have had contact with my doctors. However they are refusing to release any more payments till that is received. Ive been on the phone going in circles about these forms being received even when the last representative I spoke with said my work stated I needed an extension. My job has also denied my medical accommodations and placed me back on short term till they can find a position. Guardian is not keeping accurate records for their patients which is causing a life crisis.
Business Response
Date: 10/02/2024
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: 10/22/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
The company since opening my dispute has denied all my claims after 8/16/24 on 10/21/2024. My claim was not reviewed on time within their ten day window for claims of short term disability. All documents were confirmed by my doctors office to have been sent to guardian after each appointment, as I've attached the confirmations. They have caused me not only mental distress but they have caused me financial distress to where I am close to losing my home and vehicle. I was not released from doctors care to return to work until 9/25/2024. Any day before that I was required to be off of work due to my cardiac symptoms and unable to work. Per my doctor and her recommendations she stated I could not work or return until that date. I am owed the payout from 8/17/2024-9/24/2024.

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

Sincerely,

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

Business Response
Date: 10/24/2024
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:09/06/2024
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.
Canceled husbands policy and Guardian continued to make auto deductions for 9 months totaling ******. After numerous phone calls they refused to make payment. A lawyer was contacted but fees out weight amount owed.A bill then was sent for vision only for myself that was also canceled.
Business Response
Date: 09/06/2024
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:09/05/2024
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 am currently receiving *** from guardian and they sent my account to collections. It doesn't make sense why and they refuse to speak with me about it.
Business Response
Date: 09/06/2024
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: 09/06/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and am awaiting their response.

Sincerely,

**********************************************
Initial Complaint
Date:08/30/2024
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.
Guardian has drastically changed their coverage and their peer review doctors seem to always take the side of guardian NOT paying out any money for services they claim to cover.We received dental root scaling treatment after almost 2 years of not going to the dentist and there was definite bone loss but guardian say not enough bone loss for the treatment. It's ridiculous. They want our teeth to be rotten before paying out anything. It's a scam company this year in 2024. In 2022 they were much better with coverage! Same treatments were covered with no issues.
Business Response
Date: 08/30/2024
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:08/29/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have Guardian dental insurance. My plan covers crowns for teeth that cannot be repaired with a routine filling. I had a tooth that was cracked and had existing fillings, and my dentist determined that the only way to repair it was with an onlay. Guardian kept denying the predetermination, and while I appealed and waited, the tooth got worse. It was bothering me, there was more decay, and I wound up needing an emergency appointment and the repair had to be escalated to a full crown. There was no time to wait for another predetermination. My dentist submitted the claim for the crown to Guardian with x-rays, images, and notes. Guardian denied the claim. My dentist submitted an appeal, and the appeal was also denied. The reason Guardian is giving for the denial is they that their reviewing dentist says the tooth couldve been fixed with a routine filling. I called to get information about who this reviewing dentist is and they wont give me any information. They are refusing to pay for a procedure that is covered by my plan. I assume their reviewing dentists are on Guardians payroll and thus have a conflict of interest. I plan to keep appealing, but it is extremely time consuming, and I feel that they will keep coming up with illegitimate reasons to deny the claim.
Business Response
Date: 08/29/2024
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:08/22/2024
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.
Hello, I filed a short term disability claim with Guardian on 07/11/24 and as of today am still awaiting payment from them. I have provided all necessary documentation and information to multiple customer ********************** representatives as requested on each of many calls to this company as has my employer and my employers insurance representative through which Guardian provides the service of supplying the *** insurance. I have been told at least 4 times on separate occasions that my case manager will call me directly and that has not happened once. I have not been able to directly speak with my case manager and each call becomes more frustrating as there is never a resolution to my claim. I am well past the 10 day elimination period for the claim to be paid and this has left me without and funds to take care of my expenses while being out of work from a major operation. Hence the point of short term disability. I am beginning to think this is a fraudulent operation and I am extremely upset about this ordeal. I would also like to add that I have given them the correct information to directly contact the HR department of my employer multiple times should any information pertaining to my claim be missed and they have conveniently sent email correspondence to incorrect email addresses which I and my employer have asked them not to do as we have all provided the correct information.
Business Response
Date: 08/22/2024
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:07/18/2024
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.
CLAIM ********* I CALL EVERY SINGLE DAY, only to be sent in circles about my state and pfl claims. NO TWO REPS HAVE EVER TOLD ME THE SAME THING. First, they volleyed me around different depts and emails. Then after it was being processed by case manager *****, I was told that they cannot file for *** without a state claim. So I started entire process again. I submitted the State claim and all the dates over again and must have explained the dates on my claim a HUNDRED times if not more to reps. I stopped working 3/8/24 because I was too weak to continue at work and had consent from my boss to take the time off. I delivered on 4/19/24. My state claim was for 4/19/24-5/31/24 and the *** dates were from 6/01/24-8/23/24 (exactly what I was approved for with The Hartford at diff part time job) I was told the case manager for the state claim was *******. BOTH MANAGERS NEVER AVAILABLE. Each time I spoke to a rep who "escalated" the call for me to be told I'm getting a call back from the manager, Ebony. Each time with another guarantee - "for sure by 3pm," "for sure tomorrow morning." LIES! Then a rep made up some garbage that I will be denied the claims because its more than 4 week from when I left work until my delivery date. FALSE! Theres no condition for the time frame, they said they need justification from my doctor and they faxed him a form to fill out. I picked up that form from my MD and it had NOTHING to do with the time frame prior to delivery just a request for office notes from after! spoke to ***** who gave me her "personal cell number" and made promises to the moon to finalize a resolution and "will not leave work tomorrow until she resolves it herself" Well, thats today- she said that someone ******* took over the claim (!) and spoke to my employer and she'd fwd me the email and I should call her back. When I waited on the phone for the email to go through she lied again and said her internet is down and has to call the IT guy. Never heard from her since.
Business Response
Date: 07/18/2024
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: 07/22/2024
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:

No one has reached out to me. Again, more lies.

Sincerely,

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

Business Response
Date: 07/24/2024
We are received your concerns and are researching this matter. We appreciate your patience. We will respond in writing to you once our research is complete.
Thank you,
Guardian Corporate Inquiries.
Initial Complaint
Date:07/10/2024
Type:Order 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 complaint is in regards to a dental implant that on multiple occasions my dental office (****************************** DDS, ******************************************** Phone # ************** contact ******) was provided confirmation from Guardian that the claim is based on the seat date of the implant via phone conversations with Guardian representatives. The prep date was scheduled according to this provided information as the prep for the implant was completed on 12-05-2023 with the seating of the implant occurring on 01-18-2024 (this is when my dental office was advised by Guardian the services would be paid against, the "seat date").After submittal of the claim, multiple denials of the claim were received with varying reasons for denial ranging from insufficient funds, prior implant occurring within 10 years (I do not have any other implants).Phone calls were made to Guardian from my dentist on my behalf after denials were received and it was once again confirmed that the service should be paid based on seat date, and we were advised to submit an appeal, which was completed and sent out on 5-2-2024.When this issue was brought to my attention I contacted my HR department in regards to benefits at my employer, *******. We then reached out to our insurance office, ************** who reached out to Guardian to try and resolve this issue.After the appeal was processed by Guardian they then claimed that they have no record of anyone at Guardian stating it was paid based on seat date and that they pay based on prep date, which is a direct contradiction to what was provided to my dentist. There are 2 noted phone calls from my dentist to Guardian where is was confirmed that they pay based on seat date:05-08-2024 with "*****" at Guardian with ****** at *** ***** *********** which lasted 1hr and 13 minutes 06-11-2024 with "***" at Guardian with ****** at *** ***** *********** which lasted 24 minutes and was then disconnected
Business Response
Date: 07/11/2024
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: 07/11/2024
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:

There was no resolution provided by Guardian in this response yet.

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

Sincerely,

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

Customer Answer
Date: 08/08/2024
Better Business Bureau:

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

This is the last response that I received from Guardian on 7-29-2024, no further action or resolution has been made or presented.
****** ******

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

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

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

Sincerely,

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

Business Response
Date: 08/20/2024
Thank you for the reminder. We have already provided a response directly to the complainant on 08/16/2024.

Sincerely,
The Guardian Life Insurance Company of America

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