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Business Profile

Life Insurance

Guardian Life Insurance Co. of America
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

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

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Guardian Life Insurance Co. of America has 20 locations, listed below.

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    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/17/2024

      Type:Product Issues
      Status:
      Answered
      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.
      A tender of payment with instructions for special deposit via lawful money **** Money Order was sent with instructions, including "Refusal is discharge". Multiple notices mailed via **** Registered mail have been sent with no response. Silence is acquiescence. However, the accounts have not been discharged and set-off, the funds were not placed in a special deposit account, lapse notices, "loans" taken from the cash value with no notice given to the surety- and in direct opposition of surety's instruction have been undertaken with harm being done to the surety, beneficiary and the estate.

      Business Response

      Date: 05/20/2024

      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:05/03/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Had a baby May 2023, filed for NYS PFL which I was and still am entitled to until my baby is one year old. Last year it took 2 months to ever get paid. Fast forward to now, I used 4 days of leave time, submitted the tracking paper and was told I needed to resubmit all paperwork AGAIN. I submitted everything and have yet to be paid, every time I call I get a different excuse. The case manager does not respond to emails, no one can seem to help. It's 2024.....you need MONEY for everything, especially money you are entitled to and being withheld.

      Business Response

      Date: 05/06/2024

      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: 05/16/2024

      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.

       

      However this is a recurring problem, not just a one time thing. 

      Sincerely,

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



       


    • Initial Complaint

      Date:04/30/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 went to my dentist office in October 2023 for a front tooth that had cracked for a third time. I have had it filled two prior times before that. My dentist stated I needed a crown since the filling was failing. My dentist did the crown due to sensitivity and sharpness of the crack when chewing. My claim was denied three times with my dentist appeals. My dentist even wrote a letter to explain why the crown was needed. First denial was November 3, 2023. My dentist did peer to peer review which they stated reviewing dentist from Guardian was argumentative and rude. I filed a complaint and appeal with Guardian. They denied my claim again and changed the denial on April 4th due to grinding my teeth. So five months later they totally changed the denial reason because they want to find any reason to deny. I have a dental appliance I wear nightly that was partially covered by Guardian two years ago. I have been researching Guardian and this has been a common problem with them denying paying customers claims. Nobody at this company wants to work with you and they want to make high profits over claim denials. I would like someone in this company care about the patients (customers) instead of denying every claim for dental work that comes in.

      Business Response

      Date: 05/01/2024

      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:04/22/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 problem is Guardian's failure to respond to our questions about our policy, about a recent billing, and about a term conversion letter they sent us dated January 3, 2024. My husband and I have phoned several times. Rather than answer our questions, Guardian refers us elsewhere. The problem is Guardian's failure to respond.

      Business Response

      Date: 04/23/2024

      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: 04/24/2024

      Thank you for your reply and for your questions. As advised by this BBB website, I regret that a birth date cannot be provided. No claim has been filed. Therefore, no claim number will be provided. No group number applies to this complaint. Therefore, no group number will be provided. As stated, this complaint is about Guardian's lack of response to questions about a life insurance policy, questions about a letter Guardian sent in January 2024, and questions about an irregular bill. After several phone calls, these questions still have not been answered. Thank you again.

      Business Response

      Date: 05/13/2024

      Thank you for the reminder. We have already provided a response directly to the complainant on 05/03/2024 and requested for additional information to process the request. 

      Sincerely,
      The Guardian Life Insurance Company of America

    • Initial Complaint

      Date:04/17/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 a broken bridge that had been 15 years, and now the dentist suggested an implants so it will last long. Guardian first used an excuse of "missing tooth clause" to reject my claim for bone grafting. when asked, their customer ********************** said only implants would be covered. And this year, I had implants in, they rejected my claim again and said they would cover only a "similar device", which means bridge. They just tried to find excuses to not cover the claims. Now, I need an EOB for my FSA reimbursement, they can not even provide an EOB. I called customer ********************** and they said they would send an electronic version to my email and asked for email address. By this moment, I have not received anything.

      Business Response

      Date: 04/18/2024

      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

    • Initial Complaint

      Date:04/16/2024

      Type:Order Issues
      Status:
      Answered
      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.
      Terrible co. As a dental office, we were credentialed to see guardian patients through a third party (careington). They automatically switched to a direct contract with a much much lower fees without any notice/papwrwork/approval from us. My understanding is this may account to high level of fraud the person I was talking to also agreed on the phone it was a mistake, then they ghosted us.. I was hoping to resolve it peacefully. As a startup, we want to see patients and offer the best possible service and treatment options, but also get paid per the contract guardian failed on multiple levels and we wasted hours and days trying to resolve this.. finally gave up guardian very sad that they take advantage to doctors and dentists in this manner as a startup we dont even have the resources to fight them the concerned person who stopped responding to our calls/emails was ***********************

      Business Response

      Date: 04/17/2024

      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:04/08/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 a dental claim and reviewed my policy bf my dental procedure. After the dental procedure and a claim was filed for the procedure the ins. company is denying the claim. Per the rep. at the insurance company, it is bc of a clause in the contract Re: open tooth clause. I had the initial procedure completed when I had different insurance, subsequently, I had an infection post procedure and I required a revision. I had to wait over one year to have the work finished bc of bone healing; per the guidelines of the oral surgeon. Presently, I have new dental insurance bc our company changed policies. Once I was cleared to have the procedure completed, I filed the claim with the new company. Despite paying monthly premiums for my dental insurance, I am unable to use the insurance under the open tooth clause. I am a health care prof and I find this to be ridiculous and bad business. I am not sure why I am paying premiums for insurance I cannot use?

      Business Response

      Date: 04/09/2024

      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: 04/29/2024

      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:

      I received an email from the company, but they did not resolve my issue and I am still working through this with the insurance company, hoping that they resolve this and reimburse me for my dental procedure. 

       

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 04/30/2024

      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:04/03/2024

      Type:Product Issues
      Status:
      Resolved
      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.
      Im having acute mental health issues and received short term disability for 2 months. My doctor submitted a request to extend the benefits while I wait for scheduled appointments with specialists. Im unable to work. Guardian received the extension request on 2/26/24. Its now 4/2/24 and they have yet to review my request. Im unable to speak to my case manager per Guardian. *** also emailed the *** and no response. I have PTSD, MDD, acute anxiety and borderline personality disorder. These conditions are very stressful and life threatening. Guardians processes and poor service are exacerbating an already difficult and complex health crisis.

      Customer Answer

      Date: 04/03/2024

      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:03/27/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 Guardian Dental coverage provided by Guardian Life, has misrepresented the actual coverage that I am afforded. As you will see in the provided documents, they promise 100% coverage, in network and out of network for 3 procedures completed. They promise 80% of a forth procedure to be covered. Alas, none of those promises have been kept and I am now being billed more that was expected based on the information available to me.

      Business Response

      Date: 03/29/2024

      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

      Customer Answer

      Date: 04/17/2024

      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:

      I am awaiting response.  Please do not close the case or file.


       

       

       

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


      Sincerely,

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




       

      Customer Answer

      Date: 06/12/2024

      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 has been no revelations as to where accurate information for procedures made available to me or any other people who pay Guardian for their services.  

       

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 06/13/2024

      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:03/21/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Im writing because Guardian Dental has refused to pay their portion of my dental repairs.I have a PPO plan with GD through my job. I had to have have 2 root canals and crowns.GD alleges something no dentist ever mentioned & my additional PPO through Delta Dental did not member it.It vile that this kind of issue even arises. Ive spoken to other people and this is apparently a common issue with Guardian Dental.Frankly, its unconscionable to allow a big company to steal and lie and remain in business.Please advise, this has left me with a huge bill with my dentist that should have en paid.Guardian Dental Claim # ************

      Business Response

      Date: 03/22/2024

      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

    Guardian Life Insurance Co. of America is BBB Accredited.

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