Guardian® Customer Service

Updated: Looks like somebody fixed the issue. Whenever I try to add my ID card to Apple wallet I get the error “We’re sorry. Something went wrong. Please try again later”. i’ve uninstalled and reinstalled the app. I’ve also tried to log out and log in again. Nothing seems to work.

Lost card but made an account without it and was able to retrieve my info via app, 10/10 would recommend for people that lose important insurance things

I love that we have an app to keep track of our benefits and also love the fact that we can add it to our Apple wallet. Very easy to use.

I was easily able to do exactly what downloaded the app to do. Download my ID card, save to Apple wallet and find a dental provider near me.

Easy to use find my dentist and got directions in less then 2 mins and I like having ID card in same place

I have a new dental plan that began this month with Guardian Direct and set up my account online today. Then I saw the website mentioning how iPhone users can “add your Dental ID card to your Apple wallet…” so I went to my iPhone and searched for Guardian Direct app and I see several variations depending on whether you are a provider, have dental/vision plan, or if you have life insurance plan. I chose this app and I immediately spied after I pressed on “View ID” then the app asks for “User ID” while website asked for my email address. This didn’t work so I pressed on “trouble logging in?” link. I pressed on “Forget User ID” (knowing that isn’t the case), and it asked for my email address. Next screen it says “We are sorry, but your access has been suspended…”. I panicked and went back to website and I still have no problems with website (even logging out and back in). This implies multiple issues with sync’ing between website and app.

This app doesn’t work for customers covered through Cover CA. Also, there are dentists in there network that are out of business. I’ve been paying for months and when I needed to see a dentist, it turned out they had closed a long ago. Then I tried updating to a different dentist in the Guardian network and they didn’t have a working phone number or email address. I’m really worried about my teeth and I’m not able to see a dentist because Guardian keeps offering closed offices to me. Also, the website takes 2-3 business days to update anything so it kept telling me I had outstanding payments and I paid it multiple times before realizing that submitting payments through the website doesn’t change the status on the website.

I downloaded this app, and I can’t type in my login info and it displays a message that I would need a Device Passcode with this app?! What is this? If this is some additional software or hardware- why is this not mentioned prior to downloading the app??? I went to the website, and the only way to get help is by phone - no email option! Not everyone can take time during their work time to call - and their chat doesn’t even chat (just limited help options from a preset help menu - there is no one to chat to). So far, this app is not useful - I couldn’t even register via that way - I had to go through the main website and I still had to call them to get registered and wasted my lunch time doing this!

Guardian is the umbrella company for our vision insurance, Davis Vision, but the Davis Vision iPhone app will not provide my specific vision coverage instead stating I need to call them for it…. I called them and was told that Guardian will not let her access my specific coverage for some reason and I needed to find it directly through Guardian… So I went to the Guardian iPhone app but when I try to access my vision coverage that way, it literally bounces me over to the Davis Vision site again!!!!! I called Guardian directly and was incorrectly transferred to health coverage…. I’m going to try and call Guardian again to see what happens but I am not hopeful after spending these hours already.

Updates the app - it said cards could be added to apple wallet (finally). Instead it not displays an error message and can’t even get the cards in the app. Ok, that’s broke so I look as the find a dentist option. It says to look at you card to find out what kind of plan you have. That should be built in. You have my ID, you should know which plan I have. Really bad programming! I have no idea how anyone gave it more than 1 star - it deserves none since it pretty much useless. Also something’s broke in the ratings. It shows mostly 5 star ratings but all but a few of the reviews are 1 - 2 stars.

Issues with the portal and unable to access ID cards. My son has a dental emergency requiring us to find a different dentist due to hours of operations. 24 hour Teladentist automatically hung up on me and said they are only available Monday through Friday 8-5pm. How is that 24 hours service? I called to get my ID cards but I need to know my ID information to access my ID cards. I just wanna talk to you a representative and not an automated system. Super frustrated I don’t know what to do with no access to the app website portal or a call service center.

Under Benefits tab ‘view all’, ‘dental’ , ‘covered services’ it says ‘cleanings, preventative - out of network - we pay 100%’. Then I get a bill for 50% of my cleaning total. I call support and they tell me that when it is out of network Guardian pays 100% of the price of what they believe a cleaning should cost, so, in this case $61. They tell me my documents explain this but the app does not. In what universe is it ok to say ‘we pay 100%’ and what that really means is we pay 50%? Mind blown by the trickery. It should be illegal. There must be something in consumer protections that prevents this…. Shameful!

I am, and have been over and over, disappointed with this app. Account information should be easily available. There is no button to press for this function; and the computer website is sooooo cumbersome as to be useless. I don’t want to waste my time going through their various insurance options and have to select the one that is j u s t right before I can view my payments and balances for dental providers. I use a few other medical/ health apps, none of them is this frustrating.

It’s sad this the first company I have used for such important things within life and drop the ball sounds to nice for the experience I witnessed with this company. If anyone has a better company than these guys please share because these companies take your money EvEnry single pay they promise roses and dandelions but you get cactus and thorns when it’s time to pay they want more information then more than more information for you to be denied the money you have already put it. It’s disappointing false advertising and they need to be sued

I got this app to see my benefits since I called their support number and they mentioned their new app. Installed the app and it says “We can’t access your benefits right now. See on website.” So I went to their website and it says I can’t view it online and to call their support number. I called that number and all it said was that I have glasses and contact coverage. I’m not given a breakdown on how much they cover or anything. Completely left in the dark.

If you use the app for one policy then get a new policy with the same login. You have to call in to have them add the new company manually. The representative will seem like they have no idea what you're talking about and ask for policy information that was never given to you. Covering 90% of your procedure has some bs math that actually makes you end paying way more than 10%. I ended up paying over 30%.

This is just bloat for your iPhone. The app is just a front page where all links take you to the website, which is poorly laid out and anti-customer in nature. You can’t even view your ID card on the app or the website and they won’t mail one either. This is a terrible company and, in line with their customer-last philosophy, their app is terrible also. If your employer chose this company, they don’t care about you either.

I used the application to try and find in network local dentists. The list was many years out of date. The first two dentists I contacted have moved and are no longer in the area. I setup another appointment with an in network dentist. They did 18 x-rays but then refused to do a cleaning because it was not clear whether my cleaning was covered. Why isn't coverage treatment clear in this application? I wish I could give zero stars.

This app is having some serious problems. Whereas it is possible to log on to Guardian’s website with no problems at all, the app bounces back an error message that, humorously, says “Unknown error. That was unexpected. Please contact support.” I have done so and they can provide no information whatsoever other than admitting that people are “having troubles.” It’s unacceptable for a large company to issue an app that doesn’t work.

This app is stupid. You can’t use it by just logging in and finding a dentist etc. You have to know whether you are on a PPO etc when you should be able to log into your account and access the providers associated with your account data. Of course I can save dentists or log in to print or email myself an insurance card if I need to, but that’s about it. I guess I expected something a bit more sophisticated.

The mobile app and website are both pure garbage. The website won’t even let me login and always claims there’s an error and that “we’re working on it” (it’s been over 5 months like this). The mobile app always gives an error anytime I try to enable paperless billing and simply doesn’t function on a basic level. How any of this was allowed to go public without basic user testing is beyond me.

I guess that’s all it said the app is for… ID cards and finding providers (which were helpful). But once I have a dentist and an eye doctor and save my ID card to my Apple wallet, is there anything more? I hoped I might be able to see a record of visits, claims, way to pay bills, etc, but no? Strange that wouldn't be accessible.

You have to manually log in every single time you open the app. Ridiculously antiquated. I have to dig out my user name and password every time I want to use it or when I’m standing at the dental office to retrieve my card. How is this in any way handy? I understand the need for privacy and security but get with the times for crying out loud and offer touch or Face ID login if you’re going to require this. I deleted it. It’s easier and faster to just grab my actual ID card out of my wallet.

There are those of us who are older than the current year and have to spend 5 minutes scrolling back 🤦🏼‍♀️ so that the system will allow us to enter our birthdate. Please change it so that as an adult who knows my birthday, it will allow me to just enter it!

Kept failing when trying to register. I discovered I registered in the past and realized it was failing due to that, but never indicated that was the case making it very confusing. Once logging in, it kept having issues pulling up my ID card. Very poor error handling and messaging as well as very poor reliability. Very poor user experience so far.

Will not allow me to register to login the app, keeps saying I already registered but when I use the same login as I do for the website it keeps saying wrong password and or ID. When I just used the same information to login on the website. All is horrible and no issues were resolved, when I reached out to a customer service rep by chat I was told to “not use the app” lol okay!!

To go to my date of birth I had to tap every month backwards from today to 1961. This was the most non user friendly bad UX I have encountered in a long time! Even just being able to hold it down and have it scroll back would be better. Why isn’t there an option to fill in the numbers. It took so long I didn’t even make it past 2000 before I gave up.

I like that I can get my ID card on my phone through the app, however if trying to add the ID card to Apple Wallet (which is literally the only reason I downloaded the app) it always says that it’s having a problem and try again later. Still hasn’t worked since retrying for the past couple days.

I am unable to login to the app despite having the correct credentials and being able to login via Desktop. The app claims my account was locked and I called support and was told that I could only use the desktop version and not the app. The link to app support is broken as well. So until the issues are fixed I don’t recommend bothering with this app. Just doesn’t work.

For some reason, I’m having trouble logging into this app, which is supposed to make my life easier Every time I go to login, it tells me that the password I created is the incorrect password and then when I go to the website and say that I need to login and I’m having trouble, it sends me through this huge runaround

As someone who works in IT, we like to make sure that our products work before being released to the public. Mainly THE SIGN IN PAGE. But no, you silly little developers making this app decided to actually make it a web browser in disguise causing an infinite loading screen on both my 17 pro max and 15 pro. Congratulations.

It would be nice if the app really did what it advertised it does for the wallet app. Every time I go to click on add to wallet, I get an error message stating an error has occurred. To the developers of the app, when do you think you might fix this? This is the reason I really downloaded the app, is so I can import the insurance card to the wallet.

Im sure some shareholder is making millions of dollars a year putting out an app that you can’t log into with an even less functional website. I have been insured for dental through work for months but can’t get this glitchy nonsense to work- now i’m experiencing a dental emergency and can’t even log in to find a practitioner. This company is a huge joke.

Trying to do a search and in a populated area 50 miles may be enough of a search area. I’m looking for an in network orthodontist. There is not an in network orthodontist within 50 miles. Please change the app to include other search options to allow people to better find in network providers.

App is pretty straightforward and provider search feature works nicely. However, i am unable to generate an ID template to export to my apple wallet - which is my only gripe. I have tried re-logging, re-installing, and clearing background cache, and it always ends up in an error.

Viewing the different kinds of coverage can be frustrating because it seems like they’re in different systems. Authentication can be painful because of this. But, once you’ve figured it out you can see your coverage.

This is based on this insurance provider and the app. The app tells you guardians dental providers that they work with . Every single one I call is not accepting new patients . So I’m forced to find someone then the dental insurance only covers what they want to. Even on two fillings my bill was 350. Insurance covered 170 and said the rest is on me because I chose my own dentist . Not sure what I’m supposed to do but stay away if at all possible

Garbage app from a garbage company. Can’t open the app let alone login, and update is required and when I try to install it it says needs iOS 16+ well, sorry my phone is up to date with iOS 15.8.2 and not everyone has money to buy the latest phone to get the latest IOS this should be backwards compatible and that’s why I say it’s a garbage company.

This app is not very user friendly. Once open, it takes you to an internet browser page that is not optimized for mobile layout. After the app redirects to the website, it gives me an error message when I try to log in. I know it is not my user information as I am able to log into my desktop computer’s browser. It is useless.

I tried to find a new dentist in the list of general dentists in my neighborhood after my dentist died about two years ago. I called three dentists that were within 10 miles from my house. They were all either specialty dentists or would not take HMO patients. Goes without saying my own dentist, the one who died two years ago, was still listed. The list is totally outdated and in its current form not useful.

I have been trying to log into the app for the past 3 days and it won’t let me in. It will take my information and then tell me I need to log in again to see that page and then, will not even let me try and log back in. Such a waste of time and energy and is just not worth putting on your phone

This is our first year with Guardian. I was part of selecting them for our company. I sit here this morning,New Year’s day hoping I am the only one who can’t get into the app. It accepts my credentials but just goes in a loop asking for them again and again. Even if this is a me problem, no indication from the app of what the problem is. Please fix.

When I click on the App it does not give me the option to log in either by password or Face ID, it brings me straight into the App and I see none of my policies or my profile. I deleted and reinstalled and still nothing. This is the worst App. The other version was bad as well. I’ve had Guardian for 10 years.

Takes forever to get account setup. My benefits become active over 3 weeks ago and it still doesn’t show my information in the app or website. Went for an appointment and was told I had no coverage. Had to reschedule. Very disappointed. How does an insurance company not have a functioning app or website?

So many issues. Two factor authentication fails, lots of options with some that require secondary auth. They tried to combine everything in to one app and made a mess in the process. Not sure how this can be so highly rated but maybe it works in select cases. Makes me wish for earlier versions…

This app is useless and just uses a browser embed for its most important functions. Once you do login to the app, then login through the browser, it will tell you they cannot show you your benefits. What’s the point? I have no clue what my benefits are, this app should be taken down until they finish programming it.

I downloaded the app to get my ID card, which was perfect. But it was the ONLY good thing. You can’t do anything else useful. I can’t find my dentist, who contracts with Guardian. And that’s about all you can do. You can’t see claims, benefits or anything else of use. PLUS I cannot add my ID to Wallet. I downloaded a pic instead. I’m going to delete the app to save on space…

Without question the most buggy malfunctioning app I have ever had the misfortune of using. I login and see a screen “Log in to view your benefits”, I login again and it’s exactly the same. If I go to account profile and try to login from there it forces an infinite loop of Touch ID alerts to login over and over again.

The app is always having issues. The claims tab for critical illness shows the claim. Make it more user friendly. When you click view all claims, all claims should show. You shouldn't have to use all these search options and when you do it doesn't show the claim . Please fix this app

I’ve never had a successful experience with this app. Doesn’t matter if it’s updated or if I delete and reinstall. The app doesn’t work. If I log in it immediately loops back and prompts me to log in. It’s an error feedback loop. No issues with website, but this app is useless. Don’t even bother trying to install.