GUARDIAN® Accounts & Policies Customer Service

One of the more important excellent decisions I ever made was buying a whole life policy for my son Brian. Thanks for hiring someone like Thomas Duensing as he was the one who shared your company with my family and I. Guardian is and has lived up to everything Tom told me it would be. So grateful for all the hardworking people at Guardian for being a part of my family’s journey. I tell people all the time about how very special and amazing this company has continued to be through the years. Extremely happy with the technology and all it provides.

Just noticing the website seems to be unavailable quite often and usually after hours and on weekends when it is most needed. I tried to make a payment for 8 days this month before I could finally get through. Of course I was able to get a late payment notice during this time Period.

With the recent update to go completely paperless and the ability to easily make payments online, Guardian is finally in the mobile app age. The interface is easy to navigate and uncluttered, which is a huge plus. What it lacks (and the online platform as well), is the ability to fully manage your money. The ability to change the frequency of payments, which accounts, and to request loans or withdrawals would be incredibly helpful.

Having a discussion and I mentioned something that I’m not allowed to do and she ended conversation abruptly. What I mentioned was not even the main reason I reached out which was to simply change payment from one bank to another. Even that was a pain because you had the name of the bank which was bought out 10+ years ago by capital one.

Four months I’m trying to get help from Guardian about this! The question is if I would like to go green!!! You guys are nuts!! Get rid of that!! It’s not letting me use the app regardless of how I answer the question!! And I keep getting the same email over and over and over and over again!!

You do not understand our reviews. The app does not provide adequate service to the policy holders’ account on many levels. Wake up! Fix the problems and enjoy happy customer experience.

Originally:The app only shows a black screen after opening. Normally works very well, but has been broken since the last update (maybe the one before?), at least on ios 18.5 EDIT: Fixed! And quickly, thank you. I updated my review to five stars because I do use this app almost exclusively for interacting with my accounts. I am impressed how the user experience and functionality has improved over time.

I downloaded the latest version of the app and I can no longer view my policy documents in the apihtml

I love this app but I can’t figure out how to change the payment amount to more or less! And often it is down for repairs when I’m desperate to use it. But it is helpful even with the hiccups I have with it!

This app really doesn’t tell me much? You can’t pull up payments for the past year etc. if I’m putting in 4,800 a month would like to see more?

The new experience in interface is far better than it was previously great additions

It used to be so easy to use your app. Not anymore. Please bring back the old one. Thank you

Everything was made extremely efficient and simple to obtain my information; makes dealing with Guardian a pleasure!

Excellent app. Easy to understand and read. Very nice to have it on my Mobil phone. It has worked very well for me. The security is excellent and greatly appreciated. Thank you.

Very easy to navigate through website

I have been trying on different servers and with the electronic agreement I get a message that cannot connect.

I have asked it to be fixed with no results

Worst web site no details and so slow

Love this app! Gives me real time values and is as user friendly as it gets. Love seeing my cash value grow!!!

Easy, clear useful app; excellent customer service

Thanks for making this app available for me to review my insurance policy. It saves me a lot of phone calls.

Great app very convenient and user friendly

I love to see the data I need. I have all my policies accessible to me. Delighted!

It takes a long time and a lot of effort to sign in.

This app used to be easy to use but now it’s useless. The “I agreed to electronic payment terms and conditions of use” button does not slide over so there is no way for me to pay by using the app. I used to have no problems so I don’t know what changed. I also had an issue last month or I couldn’t pay it on my computer either so I called and they said I couldn’t pay it over the phone, so what are you doing that case I’m thinking about having to go back to getting the bills through the mail. I’ve had this policy for over 30 years and I love the company but they gotta get on the ball and fix this stuff. N. P.

I purchased a plan through marketplace and for some reason, I can’t log into the app at all. I have no issue doing it through the website but when I download this app and try to log in, it doesn’t recognize any of my information. I tried registering, forgot user, etc. and nothing. Very frustrating if I’m only able to log in through the website online. There should be a mobile app for people who purchased dental policies through marketplace…

Can’t even log in after the most recent update because the submit button can’t be accessed due to the keyboard. The Send button doesn’t work either. The fact that I have to re-enter my credentials after an update is ridiculous. Touch ID after an update has to be reset. Good insurance, lousy tech. Separate from the app, the fact that I can’t pay my premium by credit card is laughable. When I inquired as to why, I was told that it was due to the USA Patriot Act/CIP, which is wrong on so many levels.

Very frustrating. I had to click about 20 buttons to give my spouse access to all my policies. Couldn’t just select all. Then it didn’t work. For the second time. Gave up. No easy way to see what payments are coming up. Have to click each policy. I get emails announcing upcoming payments due but these don’t tell me anything about which policy or how much etc. Please fix your lousy software

I’ve used your app many times with no problems. All of a sudden, facial recognition works at sign screen, but the as soon as I’m in facial recognition comes up again and takes me back to log in screen. Just keeps going round and round like that.

The new security features are nice, but the entire feature is very buggy. It asked for a phone number which I enter as a valid number, it said the number was invalid and would not allow me to leave that screen. I had to uninstall and reinstall. Tried again to access the app, the app ‘froze’ … yep, had to uninstall and reinstall again. The whole process is unintuitive… a complete failure. I expect a new release soon.

I need help, I had the app before with no issues and now all of a sudden I am unable to access the app. I tried force closing it and redownloading the app and once I have the app once I click to open it just closed out abruptly. I am not sure because I have the latest IOS 14.3 and I even tried emailing the developer and received a bounced email. Please let me know what else I could do.

Trying to access account on my iPhone and once logged in you display a message to accept terms on electronic communication but the message box is only showing the left 1/3 of the message box and don’t let me move it to the center so it can be read. Since the response button is not visible I can’t get it off the screen, therefore I can’t access any options on the home page. My only option is CLOSE THE APP! NO GOOD TO ME.

The end of the 10 pay with option was not communicated and was almost impossible to resolve. Just getting resolved now. Original local contact retired without telling me and getting to Them or Guardian has been a nightmare

I would give it 0 stars if that were an option. App keeps asking me to update document delivery option (paper or email), even after I change it. Guardian does not seem to care about these reviews or customer service when their online presence is horrible.

App keeps asking about email vs paper statements constantly, even though I already have elected for electronic statements. Unable to view account information because of this. Very buggy. Easier to just go to their website to log in.

The app asked me for a rating immediately upon starting the app for the first time. OK, kind of annoying, but no biggie. Tapped “Not Now” and it asked me again 10 seconds later. And again. And again. Please give users a few days to use the app before prompting them for an app rating. Rather than continue to tap “Not Now” every 10 seconds, I’m providing a 1 star review.

This app is difficult to use and I have no idea where to find information in it. Of course the general status is visible but there are quite a few things that just should be implemented with features and info, readily accessible. For instance I took a small loan and set up repayment. I have no idea where to see that, adjust it, stop it etc. It allows you to set another one up but I think I’m doubling up payments. Who knows. Really not the best implementation. Guess I have to use the web interface.

• Doesn’t show full account number • Doesn’t show term policy expiration date • Doesn’t show payment history • Misses an opportunity to provide plain-language explanations • Asks for a rating before I’ve even used it one tap.

This app force shut down every time I tried to retrieve my password. I tried both email and text/voice option. This is after the 10 min phone call with the agent made me to download the app after I told him I tried to reset it on a web browser.

This update forces me to enter my phone number for a two step authorization which is fine, but it doesn’t accept my phone number. Says it is an invalid number. Very confident I know my own phone number. I can’t bypass this step so can’t sign in to use the app. Please fix!

Several months ago I had no issues accessing and monitoring my accounts. I just logged in this week and it’s requiring me to accept a Electronic Documents Agreement before continuing. I can’t get passed it because it continues to say it can’t access the server. The app is useless until you fix the connectivity issues for me.

App does not notify me in advance of when policies are due. It’s very frustrating. notifications may pop up once something is due or past due. This app needs to be better thought through and needs some major updates.

If you download this app, you lose the right to get bills by mailed. I have received notification at 4 AM from this app. Because of my job I can’t silence my phone. I hoped to transition to paperless. I am sorry I downloaded this app. Paperless or paper should be my choice. I liked a hard copy yearly forms. I am afraid that will be lost too.

Shows my policy amount, however, all other details such as Cash Value etc... have been showing $0. Been this way for over a week, and was curious to see my updated amount because it is a policy year. Have advised customer service, and they have been less than helpful.

At the time of writing, a bug is preventing me from being able to log in. I’ve reset my password to no avail. I can log in fine via an internet browser, which means my account name/password is correct. Still the app will not let me log in, making it completely useless.

Rarely works for what I need it to do. I can see if my premium is due or paid, but could only pay through the app once. After that, have gotten “Something went wrong, try again later.”

Super annoying - I have this document preferences saving menu that keep popping up every 10 seconds I have selected at least 30 times “email” and saved and it keeps popping up. I’m not using this app anymore

I have not been able to log in for over a week and am still unable to do so. When I called support they told me to use the website because the app does work. A bit concerning since this company is supposed to be protecting my medical information...

Desperately trying to find my full account number to update my auto pay details. Unable to access your *desktop* site (as suggested in other reviews) to complete this basic task. I have a mobile phone and tablet and continually get stuck in the worthless app!

This app will not allow me to pay my premium due. I have called them sent a msg and have had little support. The email answer I received was to have the secondary policy holder pay the premium.

Says it’s not a secure network with no options or help