Caring for you is our priority. See our COVID-19 updates.

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COVID-19 Updates

Last updated May 14, 2020

We hope you and your family are staying healthy and safe, and we understand how important it is to stay connected during these uncertain times. We will continuously evaluate our practices and update these frequently asked questions to keep you informed.

Is the Customer Care Center open?
Yes, our workforce is working remotely where possible to support our customers during this time. Unfortunately, we are experiencing a staffing shortage in our customer care centers and encourage you to sign into your account to check your policy, download an ID card, manage payments, and more. We are available via email for the fastest response.

How do I access my account if I can’t talk to someone?
You can sign into your account at any time to see what’s covered, review your claims, print a new ID card, and update your payment method.

I never registered for an online account. How do I do that?
Find your member ID number on your ID card, enrollment confirmation and/or any correspondence you have received from us. Use it to register here for an online account.

Does Guardian pay for teledentistry services?
We’re making temporary changes to our teledentistry claim practices. In response to COVID-19, the American Dental Association (ADA) is recommending that dentists focus on emergency care. To support the ADA recommendation, we will approve teledentistry services through June 30, 2020 when used by our customers. We’ll reassess the current situation and determine future direction on June 30.

Do I still have a 30-day grace period to pay my premium?
We are temporarily extending the grace period to 90 days to support families that may be financially impacted by COVID-19. We will not cancel your policy for non-payment, charge late fees or report a past-due status to consumer reporting agencies during this grace period. This temporary solution will remain in effect through premiums due June 30, 2020.

If you pay your premium automatically through your bank account or credit card and want to take advantage of the grace period, send an email to Customer Care requesting a temporary hold on your automatic payment. Please include your first and last name, and member ID number.

If you pay your premium by check and want to take advantage of the grace period, no action is needed to initiate at this time. Simply hold your payment.

At the end of this temporary extension, we will keep you informed through our website, updates to these FAQs and/or email.

Will Guardian waive any premium payments?
We are not waiving premium payments at this time. However, we are taking special action to extend your premium payment grace period from 30 days to 90 days past your premium due date in effect through premiums due June 30, 2020. See the answer to the question above for more information.

Does Guardian offer a payment plan for unpaid insurance premiums?
Yes. If you continue to face financial hardship due to COVID-19 during the grace period, a premium repayment plan will allow you to pay the total amount of unpaid premium starting on July 1, 2020 and ending at the expiration of the current policy on December 31, 2020. Please contact our Customer Care Team at (844) 561-5600 to take advantage of the plan.

How will I stay updated?
We will keep you informed through our website, updates to these FAQs and/or email.

2020-101050 (7/21)