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

189 total complaints in the last 3 years.
54 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:10/30/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
THIS COMPANY PROVIDES DENTAL COVERAGE MY HUSBAND PASSED AWAY ON SEPT 15,2023 I CONTACTED THEM TO LET THEM KNOW AND THEY CONTINUE TO BILL ME AND TOLD THEM I WILL NOT PAY THIS AND TO STOP BILLING ME AND THEY REFUSE TO TILL THEY GET A DEATH CERT..... I DONOT HAVE ONE YET AND DON'T UNDERSTAND WHY THEY ARE HARRASSING ME FOR MONEY MY HUSBAND IS DEAD HE DOESN'T NEED DENTAL COVERAGE AND ANY GOOD COMPANY WOULD OF CANCELLED WHEN I CALLED THE FIRST TIME I THINK THEY ARE SCAMMING ME FOR MONEY I CALLED THEM 3 TIMES ALREADY AND THIS IS JUST RIDICULOUS ........ WHEN I GET THE DEATH CERT I WILL MAIL A COPY BUT HAVE NEVER HEARD OF SUCH A THING AS PROVIDING A DENTAL INSURANCE WITH A PROOF OF DEATH I WANT THEM TO STOP BILLING ME MY HUSBAND IS DEAD..........I HAVE BEEN THORUGH ENOUGH AND THIS IS HORRIBLE.........WHAT A HORRIBLE HORRIBLE COMPANY NEVER WILL I EVER DO ANY BUSINESS WITH THEM OR RECOMMEND THEM TO ANYONE I KNOW...... INSTEAD LET THEM KNOW THAT IS YOUR LOVED ONE PASSES AWAY THEY WILL HARRASS YOU FOR THE PREMIUMS omg
Business Response
Date: 11/01/2023
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: 11/16/2023
Better Business Bureau:

Regarding my complaint filed against Guardian Dental Insurance Company
I wanted to let you know this issue has been resolved
Thank you for your time in this matter

Sincerely,

*****************************
Initial Complaint
Date:10/26/2023
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.
My wife is insured under my company's dental plan through Guardian. On 9/22/2023, she chipped her tooth and saw her dentist on 9/25/2023 for repair. The dentist estimated a $20 out-of-pocket cost after checking our coverage. Post-repair, we were informed insurance covered 100% of the cost.However, the *** revealed Guardian did not cover the $222 repair but only $114 for an "exam" of the chipped tooth. Both were processed under claim: ************ I spoke to a Guardian representative named "*******". She stated since the dentist examined the tooth on the same visit, the repair wouldn't be covered.Per Guardian's website:After hours visit ******) or palliative treatment (*****) is covered 100% once in 6 months if no other treatment, excluding x-rays, is done during that visit.Limited oral evaluation - problem focused (*****) is covered once in 6 months if only accompanied by radiographic images.Our dentist billed ***** (tooth examination) and ***** (tooth repair). Guardian claims the repair (*****) wasn't covered due to the examination (*****). No other services were rendered, the purpose was to repair the tooth. ***** hasn't reached her yearly plan maximum.Guardian's response is concerning. They're either misrepresenting their coverage or unlawfully denying a rightful claim.
Business Response
Date: 10/27/2023
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: 11/02/2023
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 reply provided by The Guardian Life Insurance Company of America appears to be a generic, automated message that has been identically posted to numerous complaints. This recurring response suggests a lack of genuine engagement with the specific issues raised by customers. Despite the promise to follow up directly with complainants, I have not received any communication from the company to address the unresolved matters pertaining to my complaint.

Furthermore, it seems that this tactic may be employed to manipulate the BBB's platform to project an image of responsiveness and concern for customer satisfaction. This approach not only fails to resolve the individual complaints but also undermines the integrity of the complaint resolution process.

In my case, the heart of the issue is the company's failure to cover an amount that was contractually agreed upon. This has caused significant inconvenience and financial stress, which has not been acknowledged or remedied by the businesss standardized reply. The absence of a personalized resolution strategy or even an acknowledgment of the specifics of my situation is not in line with the customer-first ethos that The ******************** purports to uphold.

Therefore, I am seeking the BBB's assistance in facilitating a meaningful dialogue with the company to ensure that my concerns are actually heard and appropriately addressed.

Sincerely,

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

Customer Answer
Date: 03/11/2024
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:

It is not my responsibility to provide the information again. Please refer to my original UNRESOLVED complaint.

Sincerely,

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

Business Response
Date: 04/10/2024
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:10/26/2023
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 haven't been paid since 8/8/2023. Case worker is rude if I do manage to speak with her, and MANY times I've tried. I am balancing several health issues, as are most on **** Guardian has no regard for the amount of stress begging to be paid causes. Looks like their trying to starve me to death before I am homeless. And it's getting close. I rarely get a call back. I need to be paid and it needs to be more efficient, I don't enjoy complaining, today I called, emailed corporate. since it's almost 5pm probably no answer AGAIN while they try to figure out how not to pay. Next step is Attorney
Business Response
Date: 11/08/2023
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:10/25/2023
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.
Guardian has been overcharging my company for Accident/Critical Illness plan from Jan 1, 2023 to present. My broker and I both have contacted Guardian numerous times throughout the year asking for corrections to be made to employee coverages. I was unable to make the changes on the website on behalf of the employees because Guardian did not have the correct options enabled for me to select those. It is Oct 24, 2023 and Guardian has STILL not made the correct adjustments to our employees' coverages. I seek a credit from Guardian for overpayments throughout the year due to the incorrect coverage statuses.
Business Response
Date: 10/26/2023
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: 11/06/2023
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.

*******************************************************
Initial Complaint
Date:10/24/2023
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 a policy for Dental Insurance with Guardian (Group Plan #: ********; Member: ********************; Patient: ******************). Since June, my dentist has submitted claims for pre-determination for three procedures with Guardian. Claim Numbers: ************* ********* **, and ********* 01. Getting Guardian to make a determination has been a part time job for me and the staff at my dentist's office. Regularlywe follow up with Guardian, and then we find out they need more information. But we know they have already received this information. Just today I found out that somehow ************ (submitted in early October) was changed in their system from a predetermination to a claim that was submitted on 10/20 for a date of service of 10/24 (that is TODAY), as if the procedure already happened. Now they say they need to reprocess it to get it back to a predetermination and it will take 2-3 days. One of the attached letters - dated 10/5/2023 - was in my account before when the claim was a predetermination, but now it's gone. I can't understand why documentation like this would disappear. The other letter - dated 9/30/2023 - says they don't have my dentist's information - this is over 3 months since they received the claim, and have already gone back and forth with my dentist for weeks about additional information they need. And after I received a letter in the mail confirming that the dentist was in-network. Didn't they have his information when they confirmed he was in-network? I'm supplying these letters as examples of their delay tactics. I should not have to spend this much time and energy to get them to give me the services I have already paid for. My dentist office says they do this with all their patients. It seems they will do anything to avoid paying. I cannot figure out how to hold them accountable. It's not practical for me to take my business elsewhere; I'm insured through my husband's employer, and this is the dental insurance they offer.
Business Response
Date: 10/25/2023
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: 10/26/2023
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:

Guardian has not reached out to me.
The only action they have taken since I filed this complaint was to deny the claim at issue. The *** states that the documentation the dentist provided was inadequate; I know for a fact the dentist has already provided additional documentation to them.

Sincerely,

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

Business Response
Date: 11/30/2023
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:10/23/2023
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 received a letter from Guardian in July noting I owed an overpayment from my short-term disability claim. I sent them a check on September 2nd with the payment. I received another letter shortly thereafter noting I still owed the payment and they'd send me to collections if they didn't receive the money. They still hadn't cashed my check by October 10th, so I spoke to customer **********************. They noted I should send a second check and confirmed they would not send me to collections. I sent a second check on October 10th. On October 16th, I receive a letter from a collection agency. I called Guardian on October 19th asking whether they had received my check and whether I should pay the collection agency. They noted I should pay the collection agency and confirmed my check would not be cashed by Guardian as there was no outstanding balance to pay. I paid the collection agency on October 19th online. On October 23rd, I see Guardian has cashed my check. Now I've paid both the collection agency and Guardian. Guardian customer ********************** only noted I'd hear from them in two business days, but has not resolved this double payment. Now I will have a collection agency noted on my credit report and I've paid twice and made multiple attempts to pay Guardian.
Business Response
Date: 10/24/2023
Good morsing,
Thank you for sending this complaint. Guardian will review and respond directly to the complainant.
Customer Answer
Date: 11/07/2023
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:

Guardian has not reached out to me. Additionally, they said they would reach out over two weeks ago and I have not heard from them. This does not resolve my complaint in any way. They cannot continue to say "they'll reach out" and never actually reach out.

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

Sincerely,

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

Business Response
Date: 11/21/2023
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:10/12/2023
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.
Guardian life is withholding my monthly Long Term Disability check without probable cause. This is the 3rd time doing so. Every time they change my case worker they withhold my check but never tell me or notify me. Each time I have to call, find out who the new case worker is just to find out that they want a new doctors status report. I have already provided that to the last case worker who emailed me back and said "thank you you are for the next couple of months". This is harassment and negligence but also seems like standard protocol. How is this legal. Now I have to decide to buy groceries for my kids or buy my life saving prescriptions.***** in Alabama
Business Response
Date: 10/12/2023
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:10/10/2023
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.
The company does not want to pay for the crowns that are needed.
Business Response
Date: 10/10/2023
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:09/27/2023
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 to submit an appeal in Feb of 2023. I provided all documents from my doctor that guardian asked for. Guardian needed clarity of a specific matter and my doctor provided that in a peer view. Which by the way she typed it up in a form where a 5th grader could understand. I was told by my case manager *************************** that the peer review from my doctor was the last thing needed. As soon as I provided them with the peer review NOW they all of a sudden needed to speak directly with my doctor WHO by the way does **** surgeries a day. How would she have time to make a call to guardian? What is she supposed to do? Stop surgery to call guardian? Come on; that's insane. Especially after she had given them everything they asked for. My case manager *************************** is by far the WORSE she's rude and very condescending. Over the months I would email her and she wouldn't reply to days later or never reply at all. I would call (get the voicemail) leave a message and she would barely call back. I asked to have things emailed to me that was mailed to to me because I can't go up and downstairs without help. I would then ask ******* questions and she would reply with we sent a correspondence through the mail. If I'm calling why can't I get an answer over the phone? It's clear I couldn't get to the mailbox. *************************** shouldn't be working with people who are disabled and need their benefits because her goal is to get you DENIED. She does not care at all and it shows in her TONE and the fact that she barely reply to emails and her phone is always going to voicemail. It's said that I had to reach out reach out to other case managers and they was able to provide me with more info than ******* ever did. Does that make sense? No; *************************** should not be working for any company that has people benefits in their hands. Lastly; my benefits should have be reinstated because I have all the documents to prove that. I asked to speak with someone higher than her and she refused.
Business Response
Date: 09/28/2023
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:09/18/2023
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.
Guardian has refused to pay for my dental procedure (deep scaling). The procedure is covered by my insurance policy.
Business Response
Date: 09/20/2023
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

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