Guardian Life Insurance Co. of America

Revdex.comWe have contacted the customer and look to resolve any concerns. Thank You!Allied Aluminum

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID...

[redacted], and find that this resolution is satisfactory to me and the matter will be considered resolved pending receipt of Letter of Cancellation.
Sincerely,
[redacted]

Thank you for referring [redacted]'s concerns to our attention. We will respond directly to him regarding this matter. Kind regards, The Guardian Life Ins. Co. of America

Thank you for referring this matter to our attention. We will respond directly to [redacted] regarding his concerns. Kind regards, The Guardian Life Insurance Company of America

Thank you for referring [redacted] concerns to our attention. Customer service us our first priority therefore we will respond directly to him via US Mail regarding this matter. Kind regards, The Guardian Life Insurance Company of America

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Revdex.comWe have reviewed this.  The background is that this is a manufacturer warranty issue of the motor backed by them.  This is not a labor or workmanship issue under our company warranty. We will try to assist the homeowner however we can and give them a cost estimate to remove the item...

from the awning so they can send it to the manufacturer for repair if needed.  The homeowner is not obligated to use our services if needed.   We will contact them and help any way we can. ThanksAllied Aluminum

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
 This is not the outcome I was hoping for. I wanted the awning put up because it was a gift for an anniversary.  I feel the company took the easy way out. I also feel they gave me a low estimate and didn't want to honor it, therefore they backed out of the deal.

Review: On 9/*/14, I went off on disability due to dangerously high blood pressure and anxiety. As the Head of HR, I brought Guardian in for our dental, vision, life, STD and LTD. I was now in a situation where I needed to utilize the STD benefit. Guardian was extremely slow on my STD claim. I had multiple issues with them requesting documents that they already had on file. They made me jump through hoop after hoop. They owed me payment on my STD claim but wouldn't pay me. My doctor released me to work on 1/*/15. Finally at the end of January they agreed to pay the remainder of my STD benefits. Effective 12/*/14, my STD had to be switched to LTD and I had to apply for LTD. Guardian did not inform me of this until early February. Come February when they received the claim for LTD, I was no longer disabled and had new insurance and a new doctor. They were requesting documents from my doctor that he had already sent. Because I was now seeing a new physician and no longer disabled, I couldn't go see that doctor for a follow-up and my new doctor with my new insurance would only be able to provide where I was currently with my health, which was back to normal. Because of this, my therapist (an MA not an MD) completed the paperwork for Guardian. My doctor prior would not have put me on disability through 1/*/15 if I didn't need to be on disability. Because Guardian slacked on my STD claim, I had to apply for LTD 2 months after I was no longer disabled. They have now denied one month of LTD even though I provided them with doctors notes, medical records, etc., that covered my disability through 1/*/15. And now that it is almost 3 months later, there is nothing I can do because I am no longer disabled. Had Guardian handled my STD claim properly, I could have applied for LTD back in December rather than 2 months after I was no longer disabled.Desired Settlement: I would like to receive the one month of long-term disability that I am owed.

Business

Response:

Thank you for referring the captioned matter to our attention. Customer service is our first priority. We will contact [redacted] directly regarding her concerns.

Review: I was declined for the $100K level of group life insurance, which is fine. However, I have been repeatedly trying to get questions answered by the Underwriting Department concerning the declination of the application based upon certain medical conditions that I have (or may not depending on how Guardian actually defines them, which I cannot find out, for one thing). I have repeatedly spoken to their customer service folks. I have written at least two letters to their Underwriting Department -- one with a list of 26 very specific questions; all of which they completely ignored. I received two letters, both purportedly stating "specifics", that are each less than one page long -- all inclusive; and the meat of the "specifics" is all of one entire sentence. This is a complete crock of ... And worse yet they appear to be hiding behind the HIPAA law as every time I turn around and every time I ask a non-confidential question, I cannot get any answer due to "HIPAA Regulations" -- I mean really -- there is such as thing as taking something too far!Desired Settlement: Contact by the business +Finish the job +Answer my gosh darn questions!

Business

Response:

Thank you for referring [redacted]'s concerns to our attention. Customer service is our priority therefore, Guardian will respond directly to him.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: In August 2015, as I do every year, I recieved my dental insurance card. It lists my DDS office number as [redacted], the same it has always been. I went to my dentist and had treatment. When I went to submit my card, I was told my dentist didn't accept that insurance anymore. I paid full price for my care.

I then called Guardian Insurance. They said that the provider had left the network in October 2015. Guardian had changed my primary care dentist to another dentist mid-academic year. Most importantly, Guardian did not alert me to this. The insurance card in my wallet was only 4 months old.

The company refused to admit that informing me of changes made to my insurance ( in this case changing my provider without informing me) was their liability. In this case, they had changed my provider without my knowledge. They blamed me for not calling them before going to the dentist, despite having my [redacted] card with me. A card with my Dentist's full name on the card itself as my provider.

This company's ineptitude cost me $150 dollars. They refuse to admit that their inaction in providing me with a new card in the 3 months between my dentist leaving the network and my December 2015 appointment is their fault or concern.Desired Settlement: I would like

1. Guardian to reimburse me for my out of pocket expenses

2. I would like Guardian to acknowledge their responsibility to communicate major changes they make in their customer's plans mid cycle to the customer

3. I would like an up to date card with the new dentist they selected for me without my knowledge.

4. I would like Guardian to be fined for misconduct

Business

Response:

Thank you for referring [redacted] concerns to our attention. Customer service is Guardian's priority. We will respond directly to him by no later than December **, 2015. Thank you.

Review: I cancelled/ surrendered my whole life policy and the company hasn't refunded me yet. All I get is the check is in the mail. When I ask to have the funds wired to me I'm told they do not do that. Same when I ask them to [redacted] the check.Desired Settlement: Prompt refund.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Hello my name is [redacted]. I have been on short-term disability due to medical issues. Guardian is the short-term company that pays my benefits. Guardian is giving me the run around asking for my private medical notes from [redacted] sent Guardian a letter explaining to them that I am being seen by one of the Counselors and it is private on what we talk about. But Guardian is not paying me until they get the office notes on what all we talk about. I can't keep going through this with them and I don't know what to do. I have been diagnosed with PTSS, which [redacted] told Guardian that was what I was being treated for. Now they want to know what all we talk about. I feel like they are invading my privacy, but they should pay my benefits that are due to me.Desired Settlement: Pay my benefits that are due to me and stop invading my privacy. Except that I am being seen by [redacted] and taking the step to get better. I feel they they should not need the notes, but just that I was seen and what my treatment is.

Business

Response:

[redacted]

Dear [redacted]:

We are in receipt of your notice dated August *, 2014 regarding the above captioned matter. Thank you very much for bringing this to our attention. Customer satisfactions is Guardian’s first priority.

Therefore we are working directly with [redacted] to address her concerns. Please feel free to contact me with any questions.

Sincerely,

Consumer

Response:

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

Guardian is not working with me to resolve any matters with my benefits. I have not heard from anyone from Guardian. I have sent an appeal letter along with all my office notes that Guardian has asked for. As of 08/**/2014 nothing has been resolved.

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

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved becauseI have been waiting since Oct 2014 for Guardian to tell me something considering my claim. As of Nov **, 2014 I received a call and was left a message on my phone that they "Guardian" need until Nov [redacted] to make a final decision. Which also stated that is it not looking good on my behalf. So they "Guardian" keeps putting me off by saying they need more time to turn me down anyways. I really don't understand that I was taking off work due to my depression and anxiety. That is the main reason I have been off work. They Guardian did pay me a few checks for that reason and then just stopped paying saying they need more info. Now they are contacting my Hemo doc and gastro doc for look over a 25 page report that Guardian came up with. I'm still under my doc care for depression and anxiety and I'm still seeing a counselor on a monthly basis. Not only to I have that going on I have a [redacted] and I have [redacted] problems. Guardian has caused me a lot of problems and by not paying me I have had to file bankruptcy. Something needs to be done and that something is to pay me what they owe me.

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

Sincerely,

Business

Response:

Dear Sir/Madam,

We are in receipt of [redacted]'s additional correspondence. While we regret that she is frustrated with the handling of her claim, please be assured that has been handled in accordance with all applicable laws. Our Compliance area wrote [redacted] regarding the disposition of her claim on November **, 2014. We expect that she should receive this letter shortly if it has not already been delivered. Please feel free to contact me if you require any additional information.

Regards,

We are in receipt of [redacted]'s additional correspondence. While we regret that [redacted] is frustrated with the handling of her claim, please be assured that this claim is being reviewed in compliance with all applicable laws.

Review: Guardian is paid to provide short term disability by my employer, [redacted]. Following surgery and being placed on short term disability, Guardian has failed to disburse payments. I have received only one weekly check for $549.00. They were to send a check on 10/*/13. When no check arrived, I called and spoke with representative who informed me that a check would be printed on 10/*/13 for 2 weeks ($1,498) and it would be mailed on 10/*/13. As of 10/**/13 I have not yet received that check. I spoke with [redacted] and requested that she have her supervisor to call me. [redacted] states that there is NO supervisor on site but she would "email" her supervisor and have them call me. I left my cell phone number and as of this writing I have not yet received a phone call from a supervisor.Desired Settlement: I would like the monies owed to me placed in my bank account immediately.

Business

Response:

Further to the voicemail message which you left with [redacted] earlier today, attached please find a copy of our October **, 2013 response to the referenced complaint. It appears that it was directed to the consumer and that we inadvertently neglected to provide you with a copy. Please accept my apologies for the oversight.

Kind regards,

Project Manager, Group Compliance

Tel ###-###-####

The Guardian Life Insurance Company of America

I am now 31 days and 10 phone calls into trying to get Guardian Life Insurance to release the cash in my Whole Life Policy. Each time I call their call center there is a new rep who promises to "look into" my claim and tells me there there is another form or approval I need to submit.
I have yet to speak to a supervisor named Donna B[redacted] who has miraculously been in "all-day" meetings each time I call. No one from Guardian has ever called me back after promising they would after "reviewing my case."
It is painfully obvious that they will do everything in their power delay the release of any policy surrender. Their customer service is useless and makes false promises again and again. I have been told by several Financial Advisors that Whole Life Policies are not on the up and up and I refused to believe it until now trying to get out of both my policies.
Shame on you Guardian

Review: I was with Humana from April 2014 until April 2015 (Humana had a one-year contract for dental). In February at work, we had open enrollment at work, and I signed on for Guardian. At that point, I stated submitting my Letters of eligibility to Guardian (as instructed to do on the phone) to waive part of my one-year waiting period for major procedures. I have submitted this form to Guardian approximately 5 different times, and have YET to hear anything from them.

I figured "no news is good news!" and if they needed something additional, the would contact me.

Late July, I had a root canal. A few weeks later, Guardian submitted TO MY DENTIST (not even to me...to my dentist) that I was still in the one-year waiting period, and so not all of it was covered. I them called Guardian AGAIN, and was told to "submit the letter through [their] website" I did. Twice, actually, because AGAIN, no one ever e-mails or calls you back to let you know they received anything. The first time I sent it in, I spent HOURS trying to connect with someone on the phone, but alas....no one (this happens a lot...read their online reviews) So I sent it again JUST to be sure.

Yesterday my dentist finally called on my behalf, and after several failed attempts, was finally able to connect with someone.

They told her that I have a waiting period for major procedures, that would end 3/*/2016, and have no record of EVER receiving anything from me.Desired Settlement: I just want them to correctly apply my waiting period, which should have been no more than 2 months at the start of coverage...also, maybe communicate better with the people who PAY THEM. There's nothing more frustrating than giving someone your money every month and then NEVER hearing anything from them....ever....

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

I woke this morning to a "[redacted]" email, and clicked the link, only to see that attached page. (It says there are no claims. So I called my dentist, who told me that, in fact, the FINALLY removed the waiting period.IT TOOK GUARDIAN 6 MONTHS, COUNTLESS PHONE CALLS, LIMITLESS ONLINE SUBMISSIONS, AND A Revdex.com COMPLAINT TO REMOVE A WAITING PERIOD. They should be ashamed of themselves. This is insurance 101, and they can't seem to get it right. Shame, shame, shame.Signed,

I want to file a complain about Guardian Dental Insurance.

Guardian refuses my dental claim because of service provider is not in their network. I have paid the service fee during the 1st visit for dental clean, they rejected my claim because I can't supply tax ID of dentist.

I have provided Guardian the invoice from the dental service, it includes name, address, phone number, content of the services.

The claim has rejected. This is not acceptable. It is Guardian's responsibility to check or verify with dental office if they want to, not the patient.

Review: I recently had a bad experience with Guardian Dental Insurance. While on vacation, I called Guardian to make sure my 2 sons would be covered for their dental cleaning scheduled when I was away. I asked the Customer Service Rep I spoke with On October [redacted] if they had another cleaning coming to them prior to the rollover into next year’s benefits. I also explained to the rep that I was on vacation and wanted to know because I didn’t want to be charged for the appointments. She stated that the boys were eligible for a cleaning and there wouldn’t be a charge.

A couple of weeks later, I received a statement from Guardian saying that the cleanings were not covered. I called guardian and spoke with their Customer Service Rep who told me the calls are recorded and that a supervisor would listen to it and determine if a mistake was made.

Supervisor [redacted] returned my call on November [redacted] to let me know that Guardian would not cover the cleanings. When I discussed with her the fact that I was on vacation and told the rep I was calling to make sure I wouldn’t be charged or else I would cancel the appointments, her response to me was that I was mailed my sons benefit status and it said that my sons had reached their maximum. Therefore, I am responsible for their bills. Needless to say, I was upset and stated that due to the reps lack of training of knowing where to look for eligibility, I am now responsible for 2 cleaning bills. And clearly, I can’t call Guardian to ask what I am covered for because despite whatever answer I get, I might still be billed. After a long, silent pause, she stated that there is a disclaimer that the phone call does not guarantee payment. She said that the team lead had listened to the recording and determined that I needed to pay. Guardian would use this information in future training sessions.

[redacted] never disputed the facts that I stated I was on vacation in the call and I said to the rep I was checking because I did not want to be charged. She couldn’t because I did state those important pieces of information. I was on vacation, not at home and couldn’t look at a statement. I also deliberately asked because I did not want to be charged – had the rep told me I would be I’d have cancelled the cleanings. And, most importantly, Guardian will use the phone call between [redacted] and myself because the rep was at fault – she did not give me the correct answer because she didn’t look through my sons’ benefit status accurately.

If I wouldn’t have called to check, or even called but not stated I was concerned about being charged, then I would concur that I am responsible. But to state that I am away on vacation, and therefore not have access to my statements, and to clearly state that I am concerned about being covered for the cleanings, then this is an unacceptable response on Guardian’s behalf.

Guardian should cover these cleaning charges because they are at fault. I understand that a phone call does not guarantee payment. But, when their employee is incorrect to the point where they can’t find eligibility properly for something as simple as a cleaning, that is a mistake that need s to be rectified by Guardian.

Guardian needs to cover my sons’ cleanings. And yes, they also need to use this mistake as part of their training sessions.Desired Settlement: Guardian should cover my sons' dental cleaning due to incompetency on their staff's part.

Business

Response:

Dear Revdex.com,

This letter is in response to [redacted]'s complaint submitted to your office regarding the handling of both of her son's claims performed on October **, 2013. The remainder of this letter will explain the handling of the claim.

Guardian initially received and processed claims [redacted] and [redacted] on October **, 2013; just days prior to us receiving the claims, [redacted] had contacted us on October **, 2013 to verify that the services would be covered at 100% and was told by a representative that they would be. However, due to the calendar maximums being met just prior to the claims being processed, both claims were denied as meeting their plan's maximum benefit of $1000.00. On appeal via telephone to our customer response team on November **, 2013, [redacted] stated that since she had been told by our representative that the services would indeed be covered at 100% at the time of her initial telephone contact, she felt the visits should be covered in full. The representative, who assisted [redacted] with this telephone appeal, had re-stated that the calendar maximum had been met and no additional consideration would be given. However, upon review of the initial telephone contact and in response to this complaint, Guardian has made an exception to allow these services since [redacted] was provided with inaccurate information at the time of her initial phone call to us when she verified her benefits. Claim [redacted]-** was adjusted on November **, 2013 and was paid at 100% to [redacted] along with an interest payment of $.20. Claim [redacted] was also adjusted on November **, 2013 with $138.00 paid at 100% and an interest payment of $.20 to [redacted]. We apologize for any inconvenience this has caused [redacted].

Please contact me directly at the address or numbers provided if you have any further questions on this matter.

Sincerely,

* [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I HAVE SHORT TERM DISABILITY THROUGH EMPLOYER, IT IS OUT OF DALLAS TEXAS. BEEN PUT ON SAFETY HOLD AT WORK, AND CANNOT GET SHORT TERM TO PAY THE CLAIM. THEY HAVE ELECTED TO PAY ONE WEEK ON THE CLAIM. THE CLAIM STARTED ON 01/**/2016, AND I HAVE NOT RECEIVED ANYTHING. BUT FROM WHAT I UNDERSTAND, THEY ONLY WANT TO PAY FOR ONE WEEK ANYWAYS... THIS IS 03/**/2016.... SHORT A COUPLE MONTHS...Desired Settlement: THEY HAVE TO PAY THE CLAIM AS THEY ARE LIABLE TO DO SO.

PAY THE CLAIM.

Business

Response:

Thank you for referring [redacted]s concerns to our attention. Customer service is Guardian's priority. We will review this matter and respond directly to him by March **, 2016.Kind regards,Irini G[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved

NO, I HAVE SHORT TERM DISABILITY, I AM GOING INTO THE THIRD MONTH, THEY DON'T WANT TO PAY THE CLAIM. MR. BRAD P[redacted] CALLED TODAY, REQUESTING CONTACT WITH EMPLOYER, I GAVE HIM ALL THAT INFORMATION MONDAY, THEN HE CALLS TODAY AND LEAVES MESSAGE FOR CONTACT NUMBERS. THEY ARE STALLING, NOT WANTING TO PAY THE CLAIM, I HAVE CONTACTED THE ATTORNEY GENERAL AND THE TEXAS DEPARTMENT OF INSURANCE AS WELL. BUT I NEED YOUR SUPPORT AS WELL, BECAUSE AT LEAST YOU HAVE THEM ACTING UPON THE CLAIM, POSSIBLY...

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

Sincerely,

Business

Response:

Guardian has sent [redacted] a detailed response directly regarding his concerns.

Review: I have a short term disability benefit through guardian.I am unable to work &submitted a claim form to guardian,they claim the form is insufficient

I carry a short termterm disability benefit through my employer. guardian life is the carrier.I have been unable to work since september*,2013.myself,my employer&the attending physician completed a claim form as provided by guardian life.as of todays date guardian life is saying that the claim form submitted is insuffiucientDesired Settlement: I would like to start receiving my short term disability payments

Business

Response:

Dear [redacted],

I am writing to address the concerns that were recently brought to your attention regarding the handling of [redacted]'s short term disability claim.

In an effort to address these concerns, I have prepared the following claim overview.

On September **, 2013, [redacted] contacted us by phone to inquire as to the stat s of his short term disability claim submission. During this call,[redacted] was advised that we would conduct a thorough review of the information in our possession and determine whather or not the information was sufficient to meet our needs.

He again contacted us on October *, 2013, and was advised at that time that we did have an opportunity to review the information in our possession and that it was not sufficient to make a claim determination. He was also advised during that call that we would be emailing him a claim form that would need to be completed for further review of his claim.

On October *, 2013, we did receive a completed claim form, and as a result, we we re able to initiate a full review of the information received. This claim review was completed on October *, 2013, and it was at that time that we were able to release benefits due. This benefit check covered the timeframe of September ** through October **, 2013, and was payable in the amount of $1000.00.

We then received a call from [redacted] on October **, 2013, advising that he had updated his current mailing address. However,given that his benefit check, which was issue d on October *, 2013, had not yet been cashed, there was concern as to whether or not that check would make it to his updated address. [redacted] then contacted us again on October **, 2013 and requested that we place a stop payment on the October *, 2013 check, and requested that we reissue for delivery at his updated address. This was done on October **, 2013, and at that time, we were also agreeable to pulling this check for overnight delivery.

A subsequent benefit check was then issued on October **, 2013, and which covered the period October ** through October **,2013 . Benefits were only paid through the date of October **,2013, due to us having a possible return to work date of October **,2013. This possible return to work date of October **, 2013 was supplied by both [redacted] and his treating physician.

We had a subsequent call with [redacted] on October **, 2013, during which we were advised that he did not return to work as indicated. [redacted] was then advised that we would be in need of additional medical information to support consideration of benefits beyond October **, 2013.

Our most recent call with [redacted] took place on November *,2013. It was during this call that we advised [redacted] that we had received some updated medical information it was pending our further review.

I have since discussed [redacted]'s claim with the assigned Benefit Analyst and we were able to conduct a review of the newly received medical information. Through this review ,we have determined that the newly supplied medical information does support his inability to perform his job duties of Truck Driver, and as such, we have extended his benefits. At present, we are considering his benefits though the Short Term Disability plan maximum duration of December **, 2013; however, we encourage [redacted] to advise us immediately, in the even released to return to work prior to the December **,2013 date.

I'm hopeful that the preceding explanation of our handling is sufficient for your needs. As you can see, the primary delays [redacted] encountered were not as a result of Guardia 's handling, but rather, they were caused by the submission of incomplete information ,as well as a change to [redacted]'s mailing address, prompting his first benefit payment to never reach its intended destination.

Should you require further information, please do not hesitate to contact us.

Sincerely,