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:03/20/2024

  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 filed a std claim on 02/22/2024 it was approved then wrongfully closed on 3/10 due to a wrong return to work date. I am still off work to date and have not received my payments back to 3/11/2024.

  Business Response

  Date: 03/21/2024

  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: 03/22/2024

  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,
  
  ***************************
  This has been handled and can be closed. Thank you!
  
  
   
  
  

• Initial Complaint

  Date:03/18/2024

  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.

  On 2/24/24 my dental office submitted a claim to my group policy dental insurance company- Guardian dental insurance for a crown procedure that I needed due to large holes in my molar reaching near the nerve. My dentist called guardian in advance of the procedure to get a quote on what how much of the procedure my plan would cover. After they provided the quote on covering %50 of the crown procedure, I got the crown put on my molar. On 3/11/24 Guardian dental denied my claim saying it was not medically necessary even though my dentist sent in x-rays and a detailed explanation of why this crown was medically necessary and needed to be done. I tried calling Guardian dental to see what additional information they would need for me to appeal this denied claim and was disconnected after asking to be transferred to a supervisor. When I called back I did talk to a supervisor (supposedly) who told me I could make a complaint to the company and gave me a complaint email address to use. This email address was a fake- my email did not make it to the complaint department using the email address that I confirmed twice with the "supervisor" that I spoke to on the phone. I believe this company is going bankrupt and has no money left to pay out on legitimate claims. It makes no sense that they think they can deny claims based on a contractor looking at xrays and claiming the procedure was not necessary when my dental professional DDS doctor says that it was. Why am I paying for insurance when it does not cover necessary procedures that they said that they would cover %50 in my policy information? This company needs to be reported to the Insurance Commission of ********** and the **** of ******

  Business Response

  Date: 03/18/2024

  Good afternoon,

  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:03/08/2024

  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.

  policy ******** 2/26/24 I faxed, mailed via certified mail and emailed a group term life insurance Portability coverage form for ***********************. My sister ****** was let go by her employer on Feb 7th because of a long-term disability, and to continue her insurance, she needs to complete this form within 31 days. While she was fully conscious, she signed the form, and I helped her fax, mail, and email the form, but we are still waiting to hear back from this company. My mother has power of attorney over my sister, and I helped my mother email a copy of this document to your email address on 3/4/24. My mother, *********************, has attempted to call to get information about the status of the portability form, but she was told the email still needs to arrive or might still be pending. I want this company to contact me, *************************, or my mother, *********************. My sister *********************** is currently under heavy medication in the hospital. We have a proof of hospitalization letter if needed.

  Business Response

  Date: 03/11/2024

  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: 03/15/2024

  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:02/28/2024

  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 called customer ********************** to ask about previous claims on my dental plan and inquire about coverage for a nightguard in either Dec 2023 or Jan 2024. On the phone with customer **********************, I was told yes, a nightguard was covered as of that date. I then went to the dentist and was fitted for my nightguard. The dentist filed a claim with Guardian and I received a copy of the claim after it was processed by Guardian. The processed claim showed the nightguard was not covered by Guardian. I then called Guardian on 2/1/24 to inquire why the nightguard was not covered after I was told on the phone that it would be. Customer ********************** told me that it was not covered because there was a waiting period before this type of service. I then asked them to review they call where I specifically asked if this service would be covered at the time of the call, with them replying it was covered. Customer ********************** said they would do a "call poll" where a few agents would review the call to see if what I was saying was correct, and I would hear back in 3-5 business days. 3-5 business days came and went. I finally reached out for an update on 2/13/24 and they said there was no update, the call poll was not complete and they would let me know when they had an update. 2/15/24 they called me back and said there still was no update. 2/26/24 I call them back because I still have not heard anything. I inquire about the call poll and they said yes, it was complete and yes, they observed on the call me asking if a nightguard would be covered at the time of the call and yes they observed the agent telling me it would be BUT they could not cover it because they actually don't cover TMJ nightguards and only cover osseous surgery nightguards and because I didn't specify which nightguard I was talking about on the previous call, it would not be covered. So, the totally changed the reason it would not be covered just so they could get out of paying for what they told me they would pay for.

  Business Response

  Date: 02/29/2024

  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.

  *********************** no longer works in the Complaint Unit at Guardian. Going forward could you please update the contact information as below?

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

  *********************, ********,
  ** *****, *************
  ************        
  
  email id - ****************************
  

  
  Sincerely,
  The Guardian Life Insurance Company of America

  Customer Answer

  Date: 03/14/2024

  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]

  The company has contacted me personally and said they will reimburse me for services due to their mistake. I marked this as rejected but will **** as accepted when I actually receive the money. 

   

   

   

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

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

• Initial Complaint

  Date:02/22/2024

  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.

  In about June of 2023 I heard a crunch when gritting down on my teeth, which according to a dental chart was my #7 lateral incisor. I have had dental insurance with Guardian since July of 2014. My previous dentist had been *************************** of ********************. I was not able to get ahold of ******* and so tried a new dentist, ************************* of ****************** They did X-rays and found the tooth was broken at the root, both it and my #** molar would need to be pulled. I would need either a bridge or implant to replace the #7 tooth. They referred me to ********************* of ******** Dental Specialists to verify the root of the #8 tooth. I opted for a bridge covering the #8 and #6 teeth. I made three visits in total to Aspen paying $580.50 and $1,500, and paid $**6 to ****************. Guardian sent me an "Explanation of Benefits" on claim #*********** that stated my responsibility was $1,950, about what I had paid. Nothing said my claim was actually denied, only when I compared with an earlier claim did I see the "covered charge" was zero. On February 17th 2024 I got a bill from Aspen for $1,832.50, discounted to $1,466 if I paid immediately. Calling Guardian I found my claim had been denied, and ***** had tried submitting it twice. I paid ***** to avoid a protracted bill collection. Guardian is using a "missing tooth" clause claiming I didn't have this incisor prior to coverage in 2014. This is a bald faced lie, and they didn't respond when I e-mailed them these documents. When I called Guardian the Indian call center gave me a glib "just resubmit it with the extraction" response. At no point did anyone tell me what was going on in this communication breakdown between dentist and Guardian, and I am past Guardian's six month time limit to challenge a claim. Yet there is ample evidence I still had this incisor prior to starting coverage in 2014 which Guardian simply didn't care to look into.

  Business Response

  Date: 02/23/2024

  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: 02/25/2024

  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've heard nothing from Guardian, and would prefer they respond here where there is a record of it rather than "to me directly" and I wait for a reply.

   

   

   

   

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

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

  Business Response

  Date: 03/08/2024

  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: 03/15/2024

  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.  They have reported processing the claim and sending funds to my Dentist.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:02/12/2024

  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 currently have a dental insurance policy with Guardian that includes coverage for dental crowns. However Guardian refuses to cover anything more than just under $300 (not the full 50% as is specified in my plan) and they paid 0% on the needed core buildup for the crown I had done on 10/09/23. There has been an appeal through the company by dentist's office since as a policyholder, I am not allowed to appeal myself. The appeal, like with other complaints, has been denied. The dental office where I received treatment has sent all documents requested plus additional information. Part of the denial on the buildup referenced it needed to be an approved crown. If the crown had not been approved, there would have been $0 payment if the crown was not approved.I also called Guardian customer ********************** regarding this matter and the first call after being transferred, I was hung up on. When I called back, there was so much noise, like other people talking, I could barely understand the representative. Her response to my compliant was "I will just speak louder" and then refused to provide relevant information on my claim.I have had to pay over $1530.00 since the insurance company even after appeal is still not paying for all that should be covered and at the correct percentage. My plan also specifically states that "Replacement of an inlay, onlay, crown or veneer is covered when it is at least 5 years old and is no longer useable." This was a crown replacement. The crown that was replaced was over 20 years old. The crown replaced also had a large hole in the middle and would no longer stay on, making it unusable. Given the crown replacement is covered by my policy and the crown was approved, the insurance company needs to correct and amend the payment of insurance benefits to the full 50% of all charges submitted for the services performed for the crown and buildup as it is all covered in my plan.

  Business Response

  Date: 02/12/2024

  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:02/12/2024

  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.

  This complaint is directed at Guardian Dental. My son had a dentist appointment in October 2023. He paid out of pocket for his appointment and we were supposed to be mailed a reimbursement check within a few weeks. The website indicated it was processed and mailed. We did not receive that check or the ?2 others they have sent to replace them. Since then we have called numerous times and they have processed the check 3 different times. 4 weeks later we are still waiting for our money from this appointment 4 months? ago. We verified the name and address. This same problem happened the last time he visited the dentist. It took numerous calls and 3 checks. We check our mailbox each day and are still waiting. Every time we call they say they will send a new check and cancel the old one. Where is the check?? We have spent an unbelieveable amount of time trying to get this repayment.

  Business Response

  Date: 02/12/2024

  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:02/09/2024

  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 had guardian dental insurance through my employer. I went to my dentist who I've been seeing for 20 years to get a crown to fix a dead tooth that was cracked and needed a root canal. The dentist said he has never had a claim rejected in decades of this type as it was very routine. I subsequently had to switch dentists and the second dentist also agreed that this was a routine procedure for a cracked tooth or root canal. Guardian denied the claim claiming that they needed more information. The dentist sent them additional information exactly as requested four separate times in appeal. As the patient, I requested multiple appeals and to speak with a peer-to-peer Doctor who was the one that dismissed the claim on guardian's behalf. I was never given that phone call even though I was told if I was eligible for it. They refused to contact my dentist directly. They only continued to say I needed to submit more paperwork, but would not in any way specify the exact nature of what was wrong with the claim, why it was denied, or what they needed to see in order to approve it. They essentially just decided to not pay the claim and gave no reason whatsoever as to why other than they didn't get enough evidence. They are basically calling my dentist a liar and ignoring all of the documentation. I also had a long-term disability claim with them several years ago which they denied after a year of appeal and every single documentation they requested being provided. I have ****** danlos syndrome and they told me I was a hypochondriac and told me to do yoga in their written report. It is completely insulting and offensive to someone who has a lifetime genetic condition to be gas lit and told there was nothing wrong with them. I was not allowed any further appeal on either case and essentially guardian is just completely deciding what to pay or what not to pay completely irrespective of the information they receive from the doctors and the patients.

  Business Response

  Date: 02/12/2024

  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:01/31/2024

  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 applied and received insurance coverage from Marketplace for a short time ***************) at which time i cancelled the Marketplace coverage which included dental insurance from Guardian Dental. After i cancelled the Marketplace coverage, i received a call from Guardian asking if i would like to continue coverage on an individual basis which i agreed to. I have made monthly payment since that time. I was informed that my policy was terminated on 12/2023 because the plan was no longer available through Marketplace. That shouldn't have applied to me since i had not been with Marketplace for many months. I received a bill like normal for coverage through January 31, **** but notified that my policy was terminated because it was no longer available. After numerous calls (one time with a Marketplace representative explaining also that i was no longer with Marketplace), they simply said the policy was terminated because the plan was not offered without giving me the opportunity to select a new plan.

  Business Response

  Date: 02/01/2024

  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

  Customer Answer

  Date: 02/20/2024

  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:01/16/2024

  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.

  8/08/2023 I had dental services done that needed to be done. I'm in recovery from ****** *** ***** ******* and what's left of my teeth are NOT in good condition. I finally found a dentist that understood what I was going through because of my addiction and sobriety. The medication I take causes rapid tooth decay. My dentist did everything he thought was necessary to bring my oral care up to date. He appealed your claim 3 times as your denial is UNJUST and unfounded. If the dentist appealed the denial 3 times, wouldn't you think this may have been necessary work. I would love to know what the dentist who denied my claims thinks a ****** ****** and ***** ******* teeth look like because it's anything less than spectacular. I've had so many teeth pulled and he went above and beyond to make sure I received the best care. I pay you, the insurance company, top dollar for MY health. It's a shame it's come to this but it's looking like addiction discrimination and I won't hesitate to go up the chain on this one. This is incredibly serious as I'm trying to rebuild my life back together. Shame. On. You. This is regarding claim ************.

  Business Response

  Date: 01/17/2024

  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

  Customer Answer

  Date: 01/22/2024

  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:

  I dont see anything from the company. 

   

   

   

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

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

  Business Response

  Date: 01/26/2024

  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