Complaints
Customer Complaints Summary
- 70 total complaints in the last 3 years.
- 15 complaints closed in the last 12 months.
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Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:04/21/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My mother passed away on 02/21/25. *** was notified twice and we were still getting bills for two months. I was told by a female NGL representative (who the company will not disclose their first name) around 03/14/25 that the claim was processed and paid to the beneficially. Although I am her child NGL wouldnt tell me who the benefactor was, only that it was paid. When I received another bill in April I was told by Tabby at *** that the claim was paid and the person who I spoke to in March was correct at the time but it was revoked and is being reviewed by *** lawyers making sure my mother was not dying when she took out the claim roughly 16 months earlier. As far our funeral director knows *** has not reached out to them and no one was notified prior to the most recent bill that there was an issue with payment. *** needs to honor her insurance claim and stop selling cremation services to the elderly if they expect them to live forever.
Business Response
Date: 04/23/2025
*** will work directly with the consumer to resolve this complaint.Initial Complaint
Date:04/14/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I provided the necessary receipts for the funeral expenses incurred for ********* ***** *******, DOB **********- DOD **********, as stated on the claim form. These documents are essential to facilitate the processing of the policy funds.The original request for funds was sent to your company on 03/04/2025 with no follow-up response from company again until I reached out. they are now asking for an itemized bill.I I had to call about the claim before knowing , been well over a month since claim was mailed in.I need to get paid, my mom paid in good faith to prepay for her funeral, by the way which wasn't enough, and they are dragging their feet to pay.Business Response
Date: 04/16/2025
*** will respond directly to the consumer to resolve this complaint.Customer Answer
Date: 04/16/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I has been almost 2 months and i have never received a response from this company.Personally I don't think they will respond. I hade to call them and they were nonchalant about the situation. Ijust want to get paid.have sent and emailed everything they have asked for
Regards,
****** *****Business Response
Date: 04/24/2025
The death claims of the policies mentioned have been processed and paid out as of April 18, 2025.Customer Answer
Date: 04/24/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Dear Ms *********** response to the letter sent to the BBB. Thank you for the payments, Just to clear up the facts you printed. The company received the claim package at the front desk/reception/mailroom on March ******* at 3;09 pm at the location of ***********,** even though the return receipt was not returned ( the *********** has a record of the delivery). ON April ******* I called the company to inquire and was then told what needed
to be sent in order to get paid.Never received a letter or any response stating that. By the way on your form if you would state just that, it would help to get it right the first time.
thank you in advance
****** *****
Regards,
****** *****Initial Complaint
Date:03/05/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On September 19, 2024 my son had braces put on by ******* Orthodontics (*******, **). They filed a claim with Guardian dental shortly after to cover the braces. Guardian Dental approved the claim, but sent the payment to our previous orthodontist, ***** Orthodontics (********, **), who was our provider in 2019. *********************** promptly called Guardian and said my son is not their patient, and returned the payment to Guardian on December 13th, 2024. Since then, I have called Guardian 5 times, and they will not send the payment to the correct orthodontist. ******* orthodontics submitted the claim multiple times, and I even submitted the claim, but without any response from Guardian. Every time I call, they say they will call me back, but they do not. I just need the payment resent to the correct orthodontist.Business Response
Date: 03/11/2025
National Guardian Life Insurance Company is not affiliated with The Guardian Life Insurance Company of America. It is recommended that this complaint is forwarded to The Guardian Life Insurance Company of America for resolution.Customer Answer
Date: 03/11/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and will resubmit the complaint under the company name they provided.
Regards,
**** ****Initial Complaint
Date:03/02/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been receiving non-stop "Notice of Payment Due" letters every month from National Guardian Life Insurance company. My life insurance policy was CANCELLED back in 2015 yet I still receive these notice of payment due letters, sometimes multiple per month. I thought I had this issue addressed when I directly called the insurance broker who sold me the policy, i told them I no longer want to purchase life insurance policy that was offered through my previous employment with **********************. Usually when a policy lapses payment, the policy is cancelled, but not in this case for some reason. Ten years later I still receive notice of payments, even though I have not paid any premium in ten years and have told them multiple times to cancel my policy. These non-stop letters in the mail are harrassing me and I want to file a complaint against National Guardian Life Insurance company. They apparently still have a policy number "******". Please note this complaint in your records, I might seek legal counsel to address this , if the problem is not solved.Business Response
Date: 03/03/2025
*** will work directly with the consumer to resolve this complaint.Initial Complaint
Date:01/10/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I signed an agreement with National Guardian Insurance in July of 2022. I was told if I paid of the policy in one year it was the same as cash.I received bills every 6 months for two years stating:Premium Due $637 Total Amount Due $637 I thought the Total Amount Due was the policy payoff. They do not offer a way to pay off the policy.After 2 years I called and explained my issue. They told me the payoff is $682. So, I paid the $682.Another 6 months goes by I get a bill stating:Premium Due $637 Total Amount Due $637 I called they said the payoff is $170. I almost sent them a check for $170. But I called again they said the policy was paid off and I have a credit of $268.The last time I called they said I had no credit.I paid $3,452 for a $2,800 policy.I believe I should get pay back of $642.They are misleading and corrupt as far as I can tell.Business Response
Date: 01/15/2025
*** will work directly with the consumer to resolve this complaint.Customer Answer
Date: 01/21/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Please type your response here.]
Regards,They have a very misleading billing and antiquated billing software. I was never given a way to pay this off in a timely manner.
******* *********Business Response
Date: 01/24/2025
*** has responded directly to the consumer as of 01/24/2025.Initial Complaint
Date:09/26/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My father passed away 7/4/24 with a legitimate claim. I have sent all the information requested only to have emails sent back requesting the SAME information. I dont understand what the issue is with paying out this small claim. Also cant reach anyone by phone.Business Response
Date: 10/04/2024
NGL will work directly with the consumer to resolve this complaint.Initial Complaint
Date:09/01/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Please help *** am being harassed by National Guardian Life. I retired in 2022, so payroll deductions stopped because I was no longer employed. Contacted the BBB that same year because NGL delayed my retirement payments. The company was giving me the run around and the call centers are not in the *************. After contacting the BBB, I received my money.Now 2 1/2 years later NGL is sending me letters, received 5 so far. NGL is now demanding that I pay $2,463.51 for an Automatic Premium Loan. I believe that this company has generated a loan payment for this amount because this would have been my payroll deductions for the last 2 1/2 years. The letter I received states that they (NGL) created this loan and deducted this amount from my retirement funds. I tried calling the customer service about this matter, to due to language problems (not one person spoke English as a first language) I had to repeat myself 5 or 6 times. Explaining that I was no longer working.Please help me, I can not afford to pay this and this is my future, my means of support. Thank you.Business Response
Date: 09/09/2024
NGL will work directly with the consumer to resolve this complaint.Initial Complaint
Date:07/10/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Giving me the run around about paying out a life insurance policy after my husbands death. Wont let the funeral home fax paperwork to them. They keep telling me they will send paperwork in the mail. Never received. I have been paying on this policy since 1996 and never missed a payment. They need to do their job! Ive called several times over the past few weeks and either they dont answer, it cuts me off or someone answers from somewhere wheres there is so much background noise that you cant understand what they are saying, which Im sure is on purpose.Business Response
Date: 07/18/2024
NGL will work directly with the consumer to resolve this complaint.Customer Answer
Date: 07/19/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Please type your response here.]
Regards,
*************************Customer Answer
Date: 07/19/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Please type your response here.] National Guardian still has not contacted me. Still have not received the life insurance due me.
Regards,
*************************Business Response
Date: 07/30/2024
Spoke with the consumer 7/24, we are actively working with her to complete the claims process and resolve this complaint.Customer Answer
Date: 07/30/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I will consider my complaint resolved when I receive the check they owe me.
Regards,
*************************Business Response
Date: 08/08/2024
This claim has been paid as of 08/06/2024.Customer Answer
Date: 08/13/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
*************************Initial Complaint
Date:07/02/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am trying to unsubscribe to Guardian's emails. I am receiving 5 per day at my work email. They have an unsubscribe button on the bottom of their emails and it does not work. You cannot click on it. I called and was transferred to several departments. No one I've spoken to knows how to remove anyone from the list. Please unsubscribe me from your emails.Business Response
Date: 07/11/2024
NGL will work directly with the consumer regarding this complaint.Initial Complaint
Date:05/14/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My mother passed away on March 3, 2024. I was appointed by court as personal representative of her estate. I learned that she had a funeral insurance policy with National Guardian Life Insurance. I contacted National Guardian Life Insurance Company with the claim number yesterday. Because. I did not have the policy, I called back to request a copy of the policy so I could review the coverage and beneficiary. (Which will be the Estate.) National Guardian refuses to provide a copy of the policy to me. Says it's not part of the claims process. A few years ago, I worked with my elderly mother to contact National Guardian Life Insurance about changing the beneficiary. The beneficiary was her and my stepfather's revocable living trust. When my stepfather passed away, she decided to revoke the revocable living trust. Because the **** policy had the Trust listed as the beneficiary, she contacted me about changing the beneficiary. **** refused to allow my mother to change the beneficiary of the insurance policy.Business Response
Date: 07/01/2024
Received all forms to give information and copy of policy was sent 06/03/2024.
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