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 has 20 locations, listed below.

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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 New York, NY 10004-2616

  
• 

  Guardian Life Insurance Co. of America

  3900 Burgess Place Bethlehem, PA 18017

• 

  Guardian Life Insurance Co. of America

  4555 LAKE FOREST DR CINCINNATI, OH 45242-3785

• 

  Guardian Life Insurance Co.

  8500 W 110th St Ste 450 Overland Park, KS 66210

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:09/15/2023

  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 Insurance is the carrier for our PFL thru work. I have 2 terminally ill parents they have been unresponsive or slow to respond when processing the paperwork. Currently I have submitted the paperwork to start my claim 2 times, just for my mother. They still have not processed the paperwork originally submitted 7/28/23.

  Business Response

  Date: 09/15/2023

  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:09/07/2023

  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.

  Because of an illness, I am no longer able to perform my duties at Unifiservices for ***** Airport. While I am receiving treatment, my employer and my physician thought it be best for me to file for short term disability. Even though I submitted all paperwork July 2023, I did not receive any payment. Im currently behind on copayments for chemotherapy and falling behind on other expenses. I tried speaking with ****, a supervisor, who continues to give me the run around. My claim number is *********.

  Business Response

  Date: 09/08/2023

  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

  Customer Answer

  Date: 09/20/2023

  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:

  [Your Answer Here]

  I have yet to receive a response from Guardian insurance. I still have not spoken to a case manager. Guardian has been one of the worst experiences and its unfortunate that I have to deal with their unprofessionalism and lack of concern while Im battling a health battle. They need to contact me immediately. 

   

   

   

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

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

  Business Response

  Date: 09/25/2023

  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: 10/05/2023

  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.

  My case worker finally contacted me on October 4, 2023. She stated that no one told her prior I was trying to get in touch with her. I will say working with Guardian has been one of the worst experience in my life. They need to improve the operations and procedures to avoid getting complaints, especially since it is the same complaint among members.
  
  Sincerely,
  
  ***** ********
  
  
  
   
  

  
  

• Initial Complaint

  Date:08/25/2023

  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.

  On April 4th 2023, our company Red RocknAnesthesia changed our group dental and vision plan from Best Dental to Guardian Insurance. The contract and negotiation was done through the ******** Representative *****************. During the negotiations and offers from Guardian, what was offered to our group was that any employee who was on the previous group dental and vision with Best Dental and transferred to the Group Dental and Vision will not have a waiting period. Only new employees coming to the group dental and vision will have a waiting period for orthodontia.One of the employees *************** went to his orthodontist to use his orthodontic benefits, but now guardian is saying theere is a waiting period of a year. I told them they can contact the ******** Representative ***************** to verify with him that there was no waiting period fir any employee that was transfered from the previous plan. Nkw Guardian is saying that ******************** doesnt works anymore with Guardian

  Business Response

  Date: 08/28/2023

  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 

  Customer Answer

  Date: 08/29/2023

  Goodmorning I havent received the final response from Guardian Life Insurance, so I dont accept their response until the issue with the waiting period is resolved.

   

  Thanks

   

   

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

  
  
  
  
   
  

  Business Response

  Date: 03/07/2025

  Good morning *** ********* *** ****
  

  We appreciate the opportunity to address your concerns.  As stated previously, Guardian replies directly to the client with our response to their complaint. It is not our practice, nor is it acceptable, to address specific information or divulge private information on a public website.  
  

  Instead, please refer to the responses we have sent directly to *** ********* on September 7, 2023 and September 11, 2023 which contain our responses to your complaint.

  Again, thank you for the opportunity to address your concerns directly with you. Should you have any other question or issues, please let us know.

  Thank you,
  The Guardian Life Insurance Company of America, Inc.

• Initial Complaint

  Date:08/17/2023

  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 went onto the app to try to ******** my premium, received a confirmation that the premium and interest would be deducted. I called guardian spoke to ***** on August 10 and she advised me she would contact the billing department and have them only take out the premium on my checking account as I had requested. Both the premium and the interest were deducted from my checking account. I have other bills that need to be paid and the over deduction charged my checking account an overdraft fee.

  Business Response

  Date: 08/17/2023

  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:08/09/2023

  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 have a dental insurance with Guardian. The policy provides $5000 in-network maximum and $2000 out-of-network maximum per year. On March 16, 2023, I had a root canal performed by an out-of-network dentist. The total submitted charge is $1758. On March 23, 2023, Guardian processed the claim and covered $1232. On June 15, 2023, Guardian suddenly reprocessed the claim and stated that there was a $964 overpayment because I have reached the $2000 maximum for out-of-network dentist. I immediately called Guardian to explain that the root canal specialist was the first out-of-network dentist I've ever visited this year and there was no way that the $2000 maximum could be met. The agent seems uncapable to understand my situation and it took me nearly an hour to explain the situation. Finally, the agent told me that the $2000 maximum means combined payment, meaning that any in-network payments would also be taken into account. I then explained: 1. there's nowhere in the policy defining that (and the agent said she was not sure and could not point out which provision in the policy provided that); 2. even assuming this definition is true, before I had the root canal, the total payment under my insurance was only around $1000, which means I still had at least $1000 left under the $2000 cap. The agent did not respond but kept repeating the same thing to me. I asked if I could talk to their supervisor and the agent said their supervisor was in a meeting and they would escalate it to him and gave me a call back in ***** hours. Then no one ever called me back.In the past two months, I called numerous times. Some agents agreed with my position and believed the claim was wrongfully reprocessed, but they could not do anything about it because it had been escalated to the supervisor. On August 7, 2023, I called again and asked to talk to the supervisor, and got the same "in a meeting, will call back" response. I demand immediate response from Guardian and correction of the claim.

  Business Response

  Date: 08/09/2023

  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: 08/17/2023

  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 business fails to provide a substantial response to my complaint. It only states that they will contact me without providing any ETA. It has been three days since their response, and I have received no phone calls or emails from them at all. Based on my previous interactions with Guardian customer **********************, they always told me they would contact me in a few days but then never called back. I have reason to believe this response to the complaint is just another attempt to dodge responsibility. I need Guardian to provide a solution immediately. If they would like to give me a call back, please provide a specific date and time frame.

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

  Business Response

  Date: 09/05/2023

  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:07/26/2023

  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.

  I filed a claim with my dental insurance company (Guardian Life Insurance Company of America) for services performed on 07 June 2023 in the *************** (Claim #***********). This claim was for routine, prophylactic dental cleaning from an out-of-network provider. My insurance plan states that such services are 100% covered for both in-network and out-of-network providers. However, Guardian only covered $74 out of a total charge of $135 for the routine cleaning, claiming that they did in fact cover 100% of the claim because $74 was the standard rate for the services according to their "fee schedule" (I was also told at one point that the $74 was "reasonable and customary" for routine dental cleaning and thus also covered at 100%). I appealed this determination, specifically the fee schedule and how that price is determined, as no dentists within 100 miles of where I live charge a rate that low for prophylactic cleanings. Guardian denied this appeal (with no notice to me) and stated the reason for the low rate on their fee schedule was determined by the location of my dentist. My dentist literally stated they could not remain in business if they only charged $74/cleaning and the reason they are out-of-network with Guardian is because of their fee schedule rates. Despite me telling Guardian all this, and the fact that no dentist in my area only charges $74 for a cleaning, they still stated that their fee schedule was accurate based on my location. I was never provided a written denial of my claim, I was never provided documentation stating how the fee schedule was determined (all of which is required to be provided to me according to Guardian), and nowhere in my plan description does it say that prophylactic cleanings will only be covered according to a vague and nebulous "fee schedule". I would like the entire $135 for the services covered as is stated in my plan description (which is the only plan document available to me from Guardian).

  Business Response

  Date: 07/27/2023

  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: 07/27/2023

  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 business did nothing to resolve my complaint, they simply stated they would reach out to me. I've already spent hours on the phone with them trying to take care of this; that's why I filed a complaint with the BBB.

   

   

   

   

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

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

  Customer Answer

  Date: 08/15/2023

  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 Life Insurance has not responded through the BBB Complaint process other than repeatedly to say "customer ********************** is important to us; we will reach out directly to the complaintant." I find this unacceptable because there is no record through the BBB of what actions or determinations the company makes to try and resolve my complaint. Also, if I thought speaking directly to Guardian would help me, I would not have filed a complaint with the BBB. I tried speaking to them directly several times and none of the responses I was given were accurate or acceptable, nor was I treated fairly or courteously. I would like Guardian to provide an explanation through the BBB Complaint process as to how they are going to resolve my complaint, not just to copy and paste the form response they have done three times now when contacted by the BBB.

   

   

   

   

   

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

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

  Business Response

  Date: 03/07/2025

  Good morning *** ****** and BBB,

  We appreciate the opportunity to address your concerns.  As stated previously, Guardian replies directly to the client with our response to their complaint. It is not our practice, nor is it acceptable, to address specific information or divulge private information on a public website.  

  Instead, please refer to the responses we have sent directly to *** ****** on August 9, 2023, August 17, 2023 and August 30, 2023 which contains our responses to your complaint.

  Again, thank you for the opportunity to address your concerns directly with you. Should you have any other question or issues, please let us know.

  Thank you,

  The Guardian Life Insurance Company of America, Inc.

• Initial Complaint

  Date:06/21/2023

  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.

  I had a heart attack in March 2023 . Ive been out of work with no pay for over 3months with no pay . Waiting for disability check filled out all paper work . With the company telling me it has to be reviewed. Ive called since April with the same excuse. This company is paid through my company and it isnt working. Im about to be behind on All bills due to this . Who can Help !! Guardian is ripping off people. Can I speak to anyone for assistance. Thanks .

  Business Response

  Date: 06/22/2023

  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:06/13/2023

  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.

  I has scaling done at my dentist (*************************). A claim (#***********) was submitted and my insurance carrier "The Guardian Life Insurance Company of America" (Address PO Box ****** ******* ** **********) denied the claim stating there was not 5mm damage. The dental office was able to show this damage was sufficient with documentation sent 4 times, but each time my claim has been denied.Guarding Life Insurance requested a Peer to Peer review, but myself and the billing coordinator **************************************** has also been hung up on my agents of Guardian. Guardian is stating a Peer to Peer review was conducted on May 22nd, but a representative never spoke to her or any other representative of this dental office before agents of Guardian hung up on them,Reference numbers to these hung up calls are as followed:Jun e 13th 12:30 pm EST #************* Here is record from my dentist on contact to Guardian Mon - Mar 20, 2023 - called insurance to see why the calim was still den even though we have sent everything they have asked for, insurance stated they require 5mm pockets fir SRP and i explained to them that the perio chart we sent shows 5mm pockets and more so it should have not ben **** ins agent is resubmiting allow **** days for cor, Ref number ************ **************** Feb 14, 2023 -claim is still denied call patient to contact her insurance company -PJ - Wed - Jan 11, 2023 -Spoke to rep claim is still denied due to loss of evidence of bone loss need a time and date in letter form sent to dental consultant fax to set up a call back fax# *************-PJ Mon - Dec 12, 2022 -spoke w/***************** due to lack of info processed with tooth showing bone loss in all 4 quads .. refilled claim --PJ REF#************

  Business Response

  Date: 06/13/2023

  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: 06/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I would like my insurance carrier to cover the procedure as documentation has been provided by the dentist that sufficent tooth decay. damage occurred to meet coverage.
  
  Sincerely,
  
  *****************
  
  
  
   
  
  

• Initial Complaint

  Date:06/02/2023

  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 short term disability with Guardian through my former employer, and they paid for a portion of my parental leave in early 2022. In early 2023, I received a W2 from Guardian that did not match my EOB statements. On 2/8/23, I initiated a request for a corrected W2 form from Guardian. They said someone would follow up within 2 business days to let me know the status, and a new form would be sent if a correction was required. No one followed up, so I reached out again on 2/15/23. They said the initial request had not been processed correctly so they were starting it over, and they would update me with the status in 2 business days. Similar chats with customer ********************** occurred on 2/21, 2/28, 3/1, 3/15, 5/10, 5/17, and a phone call on 6/1 because I can no longer access their chat feature. They have not provided a corrected W2, they have not made any progress toward doing so, and they have NEVER followed through on a "guaranteed" follow-up within 2 business days, even when that follow-up was supposed to be with a manager after escalating the issue. I have only received a "test communication" email from them confirming that they can send me an email, but nothing with any substance related to my W2 correction.

  Business Response

  Date: 06/02/2023

  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: 06/15/2023

  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:

  Their response only stated that they would follow up with me directly. It has been 3 business days and I have not heard from them.
  

   

   

   

   

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

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

  Customer Answer

  Date: 06/30/2023

  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:

  They have responded twice to this BBB complaint with a canned response (that was exactly the same both times), saying they will follow up individually with me. However, they have not made any attempt to contact me and have not resolved the issue. 

   

   

   

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

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

  Business Response

  Date: 07/07/2023

  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:05/24/2023

  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 am a member with Guardian member. They denied my claim because of frequency of visit. However, my husband's job / company changed over the new year so my first visit should have been from scratch (zero frequency before then). they used their records saying a had a visit in Nov of last year and thus my visit in end of march would have been too soon (before 6 month). i tried to explain that it was a new company policy, that i made a simple mistake, i promised to wait an extra 2 months before cleaning and I had guardian during COVID and had ZERO VISITS for two years so they made a killing off me those years. However, they IGNORED my rational and slapped the same old "too frequent visit" as my appeal denial. FURTHERMORE there is no way to talk to someone in the appeals ***** they just computer generate answers to my appeal. I've called many many times and they just say "no, appeal **** don't take phone calls)

  Business Response

  Date: 05/24/2023

  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