Guardian Life Insurance Co. of America

Review: Guardian Dental has no way to submit email (and therefore documented) conversations with them. Due to this gap in very basic service, I have called them 4 times over 3 days this week to resolve what seems to be a relatively simple issue.

1. I have a dental emergency, and my dentist told me on 10/*/2015 tells me I need an immediate appointment with an endodontist.

2. I take public transit and live in a major US city - Atlanta, GA. Therefore, I need to go to a transit-connected dentist. Many people with low income are in the same situation as me, not by choice (as I am) but out of necessity. I never get medical plans that cost more but allow me to see any doctor (no out of network issues), as I live in a major city with countless options in the urban core where transit exists.

3. I go into my online account at Guardian and schedule an appointment at an office where Guardian has 2 endodontists (Cameron H[redacted] and Richard R[redacted]) listed within network. This is at:

###-###-####

4. The receptionist at [redacted] tells me the 2 endodontists listed above have not been with the company for some time, but that another one name Sara K[redacted] is working in their place. They tell me she is within the Guardian network.

5. I call Guardian to confirm Dr. K[redacted] is in network. They tell me she cannot be found even after I give them her provider ID number: [redacted]. They claim her name is on file but for an office in [redacted]. The dental office tells another story. They say Dr. K[redacted] has been sending invoices to Guardian with no problem for over a year and is most certainly "credentialed" with Guardian as of 9/*/2014 as their records show.

6. On the third call on the morning of 10/**, I speak with a supervisor named [redacted]. By this time, I have already been forced to cancel my emergency appointment at noon on 10/** due to lack of Guardian's ability to resolve the issue. [redacted] tells me a) that they have so many providers in Atlanta and b) that I can simply pay the out of network costs.

7. I explain to her related to "a" that only 3 offices listed are transit connected. I know because I have checked. I would not be desperate to see Dr. K[redacted] if there were other options. As for "b," I pay for insurance that should work without me needing to go out of network. I am not being "picky" - I simply have no other feasible options.

This is option #2:

D[redacted] , Anthony J [redacted]

###-###-####

I call them, and they tell me he also works in another part of Georgia (never in Atlanta). Why then, is Guardian allowing him to enter a false address, I wonder. That option is out.

This is option #3:

H[redacted] , William DDS

William Harris

###-###-####

He apparently displays confederate paraphernalia in his treatment room, which is highly unprofessional and very offensive to African Americans. Please see reviews here: [redacted]. I do not agree with supporting such people with my dollars.

So we are back to option #1 as the only option - Dr. Sara K[redacted].

8. I finally say to [redacted], why don't you simply give the dental office a call and get this resolved? She says she will do that. This is around 10 AM in the morning of 10/**. I've managed to call the office many times the past few days to discuss this issue, but strangely [redacted] was unable to get a hold of them. She did not call me again towards the end of the business day to provide any update.

9. On the morning of 10/**, I call Guardian yet again. [redacted] is not available. Furthermore the "supervisor line" does not open up until noon on 10/** even though I connected with the "supervisor line" around 10 AM on 10/**. I explain the situation yet again and ask her to please find a resolution - such as conferencing the dental office in while I am on the line. She says sure, then puts me on hold for 5 minutes or so and never comes back (essentially [redacted]ging up on me).

10. I am still in need of an immediate appointment with a Guardian in-network endodontist that is transit accessible in Atlanta, GA. Guardian has done absolutely nothing to keep their databases updated properly, and they have done nothing to ensure my emergency dental needs are met.Desired Settlement: Due to immediate need, I would like Guardian dental to a) verify that Dr. Sara K[redacted] at the location below is, in fact, in network as a replacement for the other 2 who are currently listed in the Guardian database - Cameron H[redacted] and Richard R[redacted]. Dr. K[redacted] is "credentialed" with Guardian as of 9/*/2014 as the dental office's records show. H[redacted] and R[redacted] have left the practice, and Guardian needs to keep current databases so that patients can ensure their basic medical needs are met.

Dr. Sara K[redacted]

###-###-####

If "a" is not possible, Guardian should b) waive the out of network fees for Dr. K[redacted], as she is the only transit accessible option I have in a major US city. It is Guardian's problem that they have contracted so few endodontists in the actual city of Atlanta, GA - not mine. They have some suburban options that are not possible for everyone to access.

Their customer service staff should also be solution-focused, as they do not consider resolving emergency issues necessary.

This issue is bigger than me - not updating records on current physicians for over a year is simply not acceptable for paying customers who need medical care quickly. Guardian needs to take their database maintenance much more seriously. They should also offer options other than the phone. I work full time, and I've lost a considerable amount of time on the phone with them. I could have quickly sent emails to get this resolved, and it would have been more better for both sides (and I would have documentation).

Thanks a lot,

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.

Hello, I filed Complaint # [redacted] today. The Revdex.com mentioned that, should contact occur with the business, I should let the Revdex.com know. [redacted] (referenced in the complaint) called my mobile phone after I submitted the claim today to notify me that Dr. Sara K[redacted] is not in the network but that she would still try to verify if she might be. [redacted] provided no other alternatives or resolution to the issue. As I have a medical emergency, I have no other choice t[redacted] to visit Dr. William H[redacted] (mentioned in the complaint as having confederate paraphernalia in the office/conducting work unprofessionally) tomorrow morning. I am forced to help support the medical practice of someone who is offensive to minority groups, and that is unfortunate. The fact that I am seeing him out of dire need does not c[redacted]ge the complaint or make the issue resolved. I notified [redacted] when we spoke that that I had submitted a claim with the Revdex.com, and that for now, we should not continue discussing the issue. T[redacted]k you,[redacted] _____________________ Sincerely,

Business

Response:

We are in receipt of your

letter dated regarding the above captioned matter. T[redacted]k you

very much for bringing this to our attention. Customer satisfaction 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.

Review: I have contacted Guardian Life on several occasions without success to get my claims processed. I have contacted them on 12/**/2015, 12/**/15 and today 12/**/15. I have been denied to speak to a supervisor until today. I have claims from 11/**/15 and 12/*/15 and 12/**/15 that have not been processed. This extended period of time is holding up the progress of getting my urgent dental needs taken care. Due to this delay in treatment I have lost weight and have been unable to eat without pain in my mouth.Desired Settlement: Process the claims and provide and estimation of benefits as required by law today.

Business

Response:

Thank you for referring [redacted]'s concerns to our attention. Customer

service is our first priority. Guardian will respond directly to him

regarding this matter by January **, 2016. Thank you.

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:

[Your Answer Here]

I have not asked Guardian to pay for claims. I have clearly asked Guardian to process the claims accordingly. I am fully aware that the dentist I have chosen to go to Dr. D[redacted] is not a contracted dentist, however I have chosen to go there. I am asking for an EOB showing denial so that I may pursue other means of paying for the dental work that is much needed for months now. Due to the delay in processing my claims I am suffering at the hand of Guardian. I plan on dropping their services and contacting my local news so that other consumers/patients are aware of the agony that Guardian has put me through as I wait an unwarranted time for claims to be processed. Processing a claim does not only involve paying, but denials. I am asking that I received updated EOBs with denials in a timely fashion. I thought I was clear in my request and complaint, but it seems as though my words have been misconstrued. Thank you Revdex.com for your help.

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

Sincerely,

Awful customer service. Customer Response Unit phone number is difficult to interact with and will hang up on you. They refuse to do business with individuals by email.

Review: Guardian stooped short term disability pmts. without just cause guardian stopped the weekly pmts and didn't let [redacted] know of the problem every week when the check didn't come [redacted] called guardian office only to be told week after week and then month after month that it would be sent in the mail after receiving info from doctors office! All of this was just lack of communication on December ** 2014 finally we were told that [redacted]s claim was deny! That the only way to get payment now was to complete a appeal form! Appeal was filed and it takes 45 days to review! At the end of the 45 days guardian asked [redacted] for another 45 days as they needed to do a peer to peer review! Finally after another long wait the appeal board stated in a letter to us that the disability pmts would be started again! Plus back pmts would be sent On March ** th after calling into the office a third time we were advised The Check Is In The Mail! Well NO Check has arrived..., now today I was told I have to cancel that check and another would process for the back payment totally over 7000.00 dollarsDesired Settlement: Due to the fact that this was a total mistake on the part of Guardian as they stopped the weekly checks without cause to do so, therefore, our bank acct has been foreclosed and we have lost our good credit rating as we have not been able to pay our bills since we have not had a weekly check for months ! It's only fair that we not only get the money owed to us but also get a complete refund of the monthly cost we paid to Giardian for the ins that they rejected plus a letter that accepts full responsibility for their actions and lack of pmt that we can share with local credit burro maybe helping restore our credit! Our creditors not being paid during these months due to lack of pmt from guardian will be harder to gain back!

Business

Response:

We are in receipt of the complaint submitted to you by [redacted]. Customer Service is our first priority. Many thanks for referring [redacted]'s concerns to our attention. We will reach out to him directly to resolve this matter.

Review: I was denied workman's comp claim from an injury that occured on July [redacted] on 7-**-2013. I have insurance with guardian through [redacted]. Claim number [redacted]. First I was told because I filed for workman's comp I was now excluded from my short term insurance benefits even though it was denied. After I pushed knowing that wasn't correct they allowed me to have the forms. Which they denied quickly because they felt their wasn't enough information.

We went back to the doctor and had him fill out the form in more detail. Then we waited. When we called again they stated the denial statement was missing or lost, so they denied us again. Now it has been several months of this game. So we resent in the denial form and asked the lady if there was anything else we needed to send, she said no. I was told to wait a week for further processing. I called today and was told they needed a hand written note with the claim number now. Then they need 48 hours to decide on the claim. If by chance they do decide in my favor it will take them 45 days to receive our first check. The only money that has been going anywhere is mine to them each week to keep the policy going. If this delay keeps up I will send them more money than they will award me back. How convenient for them.

This is unethical practice from an insurance company. I have gone over two months without payment of promised services. These continued excuses in delay is to wear me down and keep my premiums coming in. My husband was in a horrible accident in January and is now permanently [redacted]. The need for medication and treatment has made our budget very tight. If they keep this up, then yes they will win. I will have to chose between there premium payments and heat this winter.

People should know of this fraud and lack of morals this company is practicing. I am a reasonable person, but every time I call it is someone else who took the call the last times fault. Enough, I need them to honor their agreement, because right now it is odd the only person paying anyone is me. Money I don't have to spare.Desired Settlement: They need to honor their agreements. I have paid into short term disability for years. My claim is valid, proven and I have been as understanding as I can. I need my short term coverage to survive.

Business

Response:

Dear [redacted] -

We need more time to respond to the complaint. Please allow us to respond by October **, 2013.

Thank you for your kind consideration.

Senior Compliance Operations Specialist, Guardian Compliance

Tel ###-###-#### • Fax ###-###-####

The Guardian Life Insurance Company of America

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:

It has already been three months, and we are still waiting for short term disability pay. The only person paying anyone is us to them through premiums. They keep losing documents, demanding extensive documents from doctors over and over. They asked for the denial of workman's compensation letter three times. Anything they can think of to extend our much needed payment.. Now we are told we need to wait more. unacceptable. we are so tired of calling them. Even now they ask for an extension till the the [redacted] for this complaint to be considered. When a Revdex.com complaint doesn't draw enough interest or respect for expediency, you have to wonder what kind of company your dealing with.

A company searching for insurance would be making a foolish financial decision to think this company is going to care of its dedicated employees. My advise would be to save yourself the frustration and go with a reputable company with good standing.

Don't bring our pain into your employees homes.

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

Sincerely,

Business

Response:

Dear [redacted]:

I am writing in response to your complaint filed with the New York Revdex.com regarding your Short Term Disability claim.

According to the information provided by your physician, your [redacted] began on July **, 2013, and it was indicated by you, your physician and your employer that your [redacted] was the result of a work related injury. Under the terms of your Short Term Disability plan, work related [redacted] are excluded. A letter of denial was sent to you on September *, 2013 to advise you of our decision.

We then received a copy of your Workers Compensation response on September **, 2013 indicating that your claim was in fact denied. Upon reconsideration of your claim, we identified a gap in your treatment for this condition. Your physician signed your [redacted] claimform on August **, 2013, which is the date you were first treated, however certification of [redacted] was back-dated to July **, 2013. We attempted to contact you by phone on September **, 2013 to advise we needed additional information and we were unable to leave message since your voicemail was not able to accept messages.

Our file indicates you spoke with our Customer Service Unit several times on October **, 2013 and an explanation was provided to you advising what is needed to consider your claim. If you are able to provide proof of treatment and supporting medical documentation indicating your limitations and inability to work as of July **, through August **, 2013, we will be happy to review and reconsider our decision.

I hope this letter answers your questions regarding your claim. If you have any additional questions, please feel free to contact me at ###-###-#### or ###-###-####.

Sincerely,

Short Term Disability Team Leader

This company is absolutely terrible! I set up a dependent care FSA through my employer that uses Guardian to disperse reimbursements to you from your FSA account. I have had this account with them since October [redacted] and it is now December [redacted] and just had another conversation with them giving me another excuse as to why they cannot reimburse my funds that are available in the account. All documentation requested by them had been received but they have always found a reason not to deposit my reimbursement. I did not get my first reimbursement until mid December and still have more I am waiting on. This account is "use it or loose it" and they are definitely a company that makes their money on not processing claims or dispersing money to the appropriate party. While waiting on my very first reimbursement from them I spoke with a few representatives to verify the Claim Reimbursement for was received along with the documentation from the daycare (receipt) I use. I was advised it was not only received but it was processed and a check was issued 11/**/15 and I would receive it within 7-10 days. I called 11/**/15 to check on the status and was told by another rep it was mailed and if not received by 11/**/15 to call and they can cancel the check and issue and new one. On 11/**/15 I still had not received it and I called and the rep I spoke to that day advised me a check was never sent because when the claim was processed they stated the amount I paid to the daycare was for the whole month of November and not just the first week and they do not issue payment until AFTER the dates of services are completed. However, that is incorrect. I pay for the week, not for the month. I was then advised they can issue payment but they only send out payments on the [redacted] and [redacted] of every month so I would then have to wait until 12/**/15 for them to disperse my reimbursement to me. I contacted my HR department with my employer to change the reimbursement dates to be any day of the month (which they corrected). I changed my reimbursement from check to direct deposit so I would not have to wait any longer than I already had. I confirmed with a rep with Guardian that they will process and send my reimbursement and it would be in my account by Friday 12/*/15. However it still was not in my account as of 12/*/15 and when I called I was told by another rep that they do not see the reimbursement dates changed from "[redacted] and [redacted] of the month to being done everyday". I again went to my HR department who confirmed this was done and had to call Guardian directly to get them to disperse my money to me. At this point, it is 12/*/15 and I had been having $110 taken from my check every pay period and had not been reimbursed 1 time for my daycare expenses I had to pay for from 10/*/15-12/*/15. Once my HR department contacted them directly I was told the deposit would be in my account on 12/*/15. The first time I had received a reimbursement was 12/*/15 in the amount of $220.00. I had already put in 2 other reimbursement requests since the start of these issues with this company and it is now 12/**/15 and I am still having problems with getting reimbursed by this company. I had to go to the extent of conferencing the daycare on the line with Guardian to advise the manager of my payments. My receipts show the charge and my payments and the time frame the payments were for yet Guardian still finds different reasons not to process my claim. This is not my first time having a dependent care FSA but it is my first time using Guardian. They have contradicted themselves in many phone calls I have had with them in regards to processing my claims. They pick and choose what information to use to deny claims or hold money. I would not recommend them to ANYONE!! and advise every company think of doing business with them to know how they work.

Review: I am in tears at the way Guardian conducts business with their clients. My husband has worked at the same place for 19 years and now unfortunately is no

longer able to work because of the worsening condition of degenerative disk disease in his back and neck. He has gone to the doctor every month for years for treatment. Guardian approved his short term disability claim last July , that's when he had to stop working because his condition had gotten worse with time. He has continued to go to the doctor every month. He has done a functionality test for Guardian , and completed any paper work requested. My husbands condition has not changed, if anything it has gotten worse. A couple weeks before Christmas Guardian started telling him different answers to why they where not sending him a check. They say it's sitting on someone's desk for review, haven't gotten the fax yet , and already mailed papers but we don't get them till 2 weeks later. Now they are denying him because he only sees 1 doctor. He has only seen one doctor this whole time , besides getting exrays at the hospital and the functionality test they sent him for (that the girl said he couldn't even finish cause he was not physically able) My husband has not gotten a check in almost 3 months , only the run around with different excesses- ( we need you to fill out another paper , and it takes 2 weeks to get it then he is told it is waiting to be reviewed and then say they have to send more papers a week later .)This is not a professional way to run a business. You collect your money for many years and then refuse to pay a deserving client.Desired Settlement: Who is ever over the claims department to review my husband's claim and information and to receive a phone call.

Business

Response:

We are in receipt of the complaint filed with your office by Mr. S[redacted]. Thank you for referring his concerns to our attention. Guardian will respond directly to Mr. S[redacted] by February *, 2016. Thank you.

Review: I have not gotten calls or emails back after leaving several messages asking that my son be added or at least a quote provided to add him to the policy. I would like to cancel now. It took forever to get any response after signing up in the first place and no cards have arrived still after starting the signup process on 2/**. Also, I received an email confirmation that I paid my premium on 3/**, but nothing was ever charged to my card. This is very uncomfortable and I want reassurance in writing that my policy is cancelled and no charges were or will be made to any card. In the unlikely event I missed which card they charged, please refund the money. Please let me know the last 4 digits of the card I entered since the website is inadequate and not providing this information.Desired Settlement: I have not gotten calls or emails back after leaving several messages asking that my son be added or at least a quote provided to add him to the policy. I would like to cancel now. It took forever to get any response after signing up in the first place and no cards have arrived still after starting the signup process on 2/**. Also, I received an email confirmation that I paid my premium on 3/**, but nothing was ever charged to my card. This is very uncomfortable and I want reassurance in writing that my policy is cancelled and no charges were or will be made to any card. In the unlikely event I missed which card they charged, please refund the money. Please let me know the last 4 digits of the card I entered since the website is inadequate and not providing this information.

Business

Response:

We are in receipt of the complaint submitted to you by [redacted]. Customer Service is our first priority. Many thanks for referring [redacted]'s concerns to our attention. We will reach out to him directly to resolve this matter.

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,

Nov 2014

Needed a crown for a cracked tooth. Couldn't let anything hot touch it. Had it evaluated and was determined that it was cracked. Sent in for pre approval.

Dec 2014

Preapproval denied. Went back to dentist for more pictures of tooth. Resubmitted appeal with letter from dentist and X-rays.

Feb 2015

Guardian claims to never have received appeal. Called dentist office and resent.

Mar 2015

Guardian claims to never have received appeal. Called dentist office and resent.

Apr 2015

Appeal received and sent to [redacted] in [redacted] for review. Was told that my dentist needs to call and speak with their dentist. My dentist called and was told that their "consultant would call back in 3-5 days to speak with him"

Tooth now hurts to chew on it. Possibly needs root canal. Over $1000 paid in premiums and can't get them to pay for a simple crown. This insurance is worthless unless you enjoy donating your hard earned money to a large company. [redacted] is a company who's goal it is to keep Guardian from having to pay claims and therefore save them millions.

Review: I have called several times in regards to refund and I have been getting the run around.

**/**/14 Received a bill from Guardian

**/**/14 called Guardian errors on my coverage; people listed on policy which I didn't know. I requested this to be corrected and Guardian sent me an email again with errors listing people I had no clue who they where. I then stated I will not pay policy until this was taken care of.

**/**/14 Made an online payment to Guardian; I tried cancelling the payment through my bank but it had already gone thru. I called Guardian and explained to them that I had coverage thru another dental insurance still current and I would no longer need their service and asked them for a refund for $18.58 which was the amount I paid. They agreed to refund the money.

1/**/2015 I called to check on refund and they said they would call me back.

2/**/2015 Called again to check on refund and again said they would call me back.

3/**/2015 Called again to check on refund and representative stated refund was issued on March *, 2015 and for me to check my bank statement. I checked my statement and no refund was issued.

3/**/2015 I called again and stated no refund has been posted to my account; representative said someone from billing would call me back.

7/**/2015 Called again re: refund and representative said billing would call me back.

7/**/2015 I called again and said no refund will be given. I was upset because all this time Guardian said refund was issued back in March and now no refund will be given!Desired Settlement: I would like my refund for the amount of $18.58

Business

Response:

Dear [redacted],We are in receipt of the captioned complaint filed with your office by. [redacted]. Thank you for referring this to our attention. We will contact [redacted] directly to resolve her concerns.Kind regards,Irini G[redacted]

Review: I was enrolled in the Dependent Care Flex Plan through my employer. At the end of the year we are supposed to submit a reimbursement form for dependent care expenses (within 30 days from the end of the year). My aftercare service was kind enough to provide me with a Tax Statement for my daughter for the 2014 year in the amount of $1825.00. This statement includes the facility name, address, phone, tax ID number, amount paid for 2014, director signature, and my daughters name. All other required information was included on the reimbursement request form. The reimbursement request was only for $300.00.

The request was denied.

Reason: "Please submit an itemized statement with dates of service signed by your dependent care provider. The statement must include the provider's name, address, and employer tax identification number (TIN) or social security number. Copies of canceled checks do not qualify as an itemized statement. The dependent's age and date of birth should be indicated on your reimbursement request form."

I called the number provided to find out what I was supposed to submit. The associate said that I must submit an itemized statement with specific dates of service as this was required by the IRS. Isn't that what the 2014 tax statement fulfills? I was not told that this specific information was required on the receipts during enrollment. The aftercare provides generic receipts with the date paid, for whom (my daughter), amount and a signature. The receipts do not have the school name and address on them. I asked if I needed to go back to the school and have them re-write the receipts with specific service dates on them. I relayed that they still would not have the school name on the receipts. The associate at Guardian said, very curtly, that she didn't know any other way to explain that these were the requirements.

I have resubmitted the claim with the receipts with the service dates included. I foresee that this will also be rejected.Desired Settlement: My reimbursement of MY money ($300) placed in the dependent care FlexPlan account which has clearly been used for dependent care. Change of policy to make claims for reimbursement of CLIENTS MONEY reasonable and without anguish. Otherwise, notification of the general public of the unsavory insurance practices this company undertakes.

Business

Response:

Dear [redacted],We are in receipt of your January **, 2015 email regarding the above captioned matter. Thank you very much for bringing this to our attention. Customer satisfaction is Guardian’s first priority therefore we will contact [redacted] directly to address her concerns. Please feel free to contact me with any questions.Kind regards,[redacted]

Review: Guardian has been stalling and has taken over three months to get me the proper paperwork to transfer over from their short term disability to their long term disability. I have been lied to on several occasions from the receptionist that you get when you call them. At first [redacted] told me that everything was good and that the proper paperwork for long term disability was being sent on September [redacted]. The next time that I called [redacted] said that nothing was good and that my doctor had faxed them paperwork stating that I could go back to work. It took me several days to get things figured out with my doctor. I had to go down to the V.A. and wait for hours each day while I was not feeling well to try to get in and see the doctor. Turns out Guardian lied and no such paperwork had ever been faxed from the V.A. The only paperwork that Guardian had been faxed from the V.A. was the paperwork that I had faxed stating that my doctor does not want me back at work. My doctor is furious with Guardian and she does not trust them. They accused her of breaking doctor patient privacy regulations that the V.A. has in place. I have called Guardian over and over again and each time I was promised that the proper paperwork was being placed into the mail but it never happened. Guardian has been very unprofessional about the entire process and they have no regards for my families well being. I sent Guardian a complaint by fax describing everything on December [redacted]but there has been no reply.Desired Settlement: I need answers. My late and overdraft fees should be paid by Guardian. There is no reason for the delay and I feel that it has been done on purpose. My next step is to hire a lawyer and take them to court if there is any more delays.

Business

Response:

[redacted]

Please see Guardian's response to [redacted]'s recent complaint. Should you have any questions, please don't hesitate to contact me at

[redacted] Guardian Group Disability Claims

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 still failing to provide the insurance services that my company hired them for. I am having to pay roughly 20% of every check that I get from them on late fees that they are causing me. They never pay on time and keep wanting more and more from my doctors. They recently sent my doctor a form that they wanted filled out, this form was filled out and faxed back to them. NOW they want my doctor to send notes from the last month of visits. The notes should have been the only thing that my doctors should of had to send to them. They took 4 months to send me any type of compensation when they were transferring me over from short term disability to long term disability. I was lied to over and over again all the while my family and I were struggling to find ways to pay the bills and all of the late fees. They owe me over 1000$ dollars in late fees that I will never see. They have absolutely no concerns about my families well being or my medical problems. They keep trying to find new ways to stop paying the disability money that they were contracted to provide by my company. I am a disabled veteran and V.A. provides my medical services and they are very buisy and do not have time to play games with Guardian. I am sick and tired of all the hassle and late fees. Guardian does not call you back when they do get information from your doctor you have to keep calling them to get information. They have several different departments that everything has to go through and they do not communicate well with each other. When you are able to get information to them they sit on it for as long as they can and you MUST call if you expect anything to get moving. I want answers on why nothing is done in a timely manner. I think that Guardian should be paying all of my late fees. I still haven't gotten any type of explanation on why it took over 4 months for Guardian to get my account transferred from short term to long term disability. I still haven't gotten an explanation on why I was lied to and had to go and sit at the V.A. for a whole day while I was not feeling well just to find out that Vicky had lied to me about V.A. sending them paperwork.

Sincerely,

Review: I went out on leave from work due to a relapse with [redacted]. I was put on leave from my Dr. from 10/* to 12/*. I was paid for 3 weeks from your company from the dates of 10/** to 10/**. And was told my Dr. needed to send more information? I asked why and no one could give me answer. I asked why I was paid for 3 weeks and no one gave me an answer. My case manager called corporate security when I asked for a manager to contact me for the 2nd time. Now I am on the verge of my credit being damaged and risk relapse due to the stress this has caused. No one will respond and the nicest person I talked to was in Corporate Security. This all feels like a manner to make me give up to just deny the claim. I need help and would also like to be compensated for my time and stress at this point. Never in my life have I dealt with such a horrendous company. Please resolve this before the year is over.Desired Settlement: Fund to be overnighted ASAP!

Business

Response:

Thank you for referring [redacted]'s concerns to our attention. Customer service is our first priority. Guardian will respond directly to him regarding this matter by January *, 2016. Thank you.