Customer support FAQs

How can I update my address of record?

• In order to update address of record, a completed “Non-Financial Service Change Form” is required, which can be found at https://www.guardianlife.com/forms
• Once completed, the form should be returned to us via:
  • Fax: 610-807-6083 or 610-807-7841
  • Regular Mail: Guardian Retirement Solutions, PO Box 26210, Lehigh Valley, PA 18002-6210, or
  • Express Mail: Guardian Retirement Solutions, 6255 Sterner’s Way, Bethlehem, PA 18017
     

When will I receive my payment?

• Checks for partial withdrawals are mailed via First Class USPS Mail the next business day after payment is processed in our system. Please allow up to 10 business days for payment to arrive.
• Checks for total surrenders are mailed via First Class USPS Mail 3 days following the date the withdrawal is processed in our system.  Please allow up to 10 business days for the payment to arrive.
• Payments via ACH are sent by Guardian’s bank the next business day after the payment date. Please allow 2-3 business for the ACH payment to post to your bank account.
   

I received a letter regarding the Annuity Commencement Date on my contract. What are my options?

Your options under your annuity contract are outlined in the letter. It is important that you discuss these choices with your financial representative and reply to Guardian by the deadline provided.
 

What is a Medallion Signature Guarantee and where can I get one?

A Medallion Signature Guarantee (MSG) is a special signature guarantee stamp used in the transfer of securities. Signature guarantees protect shareholders by preventing unauthorized transfers and possible investor losses. It is a guarantee by the transferring financial institution that the signature is genuine and that the financial institution accepts liability for any forgery. Financial institutions and representatives such as banks, credit unions, and brokers’ offices provide the MSG service. To inquire about getting a Medallion Signature Guarantee stamp, please contact your bank or Guardian financial representative.
 

Why would a Medallion Signature Guarantee be required for a transaction?

A Medallion Signature Guarantee may be required when:

• The request includes mailing checks to an address other than the address of record
• The address of record has changed within the last 30 calendar days
• The withdrawal/surrender request is for $50,000 or more regardless of tax withholding or withdrawal charges including all 1035 exchanges and IRA transfers
• Guardian believes that verification is necessary to protect all interested parties
   

Are original forms required or can I send copies/faxes?

Original paperwork is only required when a Medallion Signature Guarantee is required for the transaction. The paperwork that has the Medallion Signature Guarantee on it must be mailed to us at:

• Regular Mail to: Guardian Retirement Solutions, PO Box 26210, Lehigh Valley, PA 18002-6210, or
• Express Mail to Guardian Retirement Solutions, 6255 Sterner’s Way, Bethlehem, PA 18017
• All other requests can be copies or submitted by fax to 610-807-6083 or 610-807-7841
   

What is your mailing address and/or fax number?

• Regular Mail: Guardian Retirement Solutions, PO Box 26210, Lehigh Valley, PA 18002-6210
• Express Mail: Guardian Retirement Solutions, 6255 Sterner’s Way, Bethlehem, PA 18017
• Fax: 610-807-6083 or 610-807-7841

Where can I access information about my policy online?

Eligible policy owners can register to view your policy information here: https://signin.guardianlife.com/customeraccess.
 

How do I make a premium payment for my policy?

A few options are available:

• Eligible policy owners can register to make an online payment here: https://signin.guardianlife.com/customeraccess.
• Policy owners may set up a monthly, Guard-O-Matic draft to be automatically withdrawn from a personal checking or savings account on the 1^st or 15^th of each month.
• Policy owners paying on a Quarterly, Semi-Annual or Annual premium mode may be able to set up online bill pay withdrawals through your bank.
• You can call the Individual Disability Contact Center and make a premium payment using our free “Check by Phone” service.
• You can also pay your premium by mailing a personal check, made out to Guardian, including your policy number on the check. The correct mailing address can be obtained by calling the Individual Disability Contact Center, or refer to the Billing Remittance address located on your premium notice.
   

How do I change my banking information?

To update your banking information, you can complete a “Guard-O-Matic Arrangement” form which you can find here: https://signin.guardianlife.com/customeraccess. Return the completed form via your choice of:

• Email: diprocessing@glic.com
• Fax: 413-395-5992
• Mail: Guardian, Attention:  Policy Services, 700 South Street, Pittsfield, MA 01201 

Alternatively, you can change banking information on file by calling the Individual Disability Contact Center and talking to a Customer Service Representative.
 

How can I update my address of record?

In order to update your address of record, you can complete an “Address Change” form found at https://signin.guardianlife.com/customeraccess. Return the completed form via your choice of:

• Email: diprocessing@glic.com
• Fax: 413-395-5992
• Regular Mail: Guardian, Attention:  Policy Services, 700 South Street, Pittsfield, MA 01201

Alternatively, change your address of record by calling the Individual Disability Contact Center and talking to a Customer Service Representative.
 

I received a letter stating that I may be eligible to increase my monthly benefit. What are my options?

Policy owners may be eligible to increase their coverage and can learn more by contacting their servicing Agent or the Individual Disability Contact Center. 
 

What is Guardian’s mailing address, email and/or fax number for Disability Insurance (DI) forms and other correspondence?

• Email: diprocessing@glic.com
• Fax: 413-395-5992
• Regular Mail (excluding premium payments): Guardian, 700 South Street, Pittsfield, MA 01201 

Can I access information about my policy online?

Eligible policy owners can register to view policy information here: https://signin.guardianlife.com/customeraccess.
 

How can I make a premium payment for my policy?

The following options are available to make premium payments:

• Eligible policy owners can register online to make electronic payments here: https://signin.guardianlife.com/customeraccess.
• Policy owners can set up a monthly Guard-O-Matic draft that will be automatically withdrawn from a personal checking or savings account on the 1^st or 15^th of each month. (hyperlink)
• Policy owners using Quarterly, Semi-Annual or Annual premium payment methods can set up or change payment through an online bill pay system with your bank.
• A personal check can be mailed to the following addresses:
  • Regular mail:  P.O. Box 26100,  Lehigh Valley, PA 18002-6100
  • Express Mail:  6255 Sterner’s Way, Bethlehem, PA 18017-9464
     

How do I change my banking information currently on file?

To update your banking information, a completed “Bank Draft Authorization” form is required. You can find this form at www.guardianlife.com/forms in the Life Insurance tab, under Add/Update Auto-Draft Bank Information.  Return the completed form along with a copy of a non-starter, voided check, at:

• Email: ILSolutions@glic.com
• Fax: 610-807-2720
• Regular Mail: P.O. Box 26100, Lehigh Valley, PA 18002
   

How do I change my beneficiary designations?

In order to change beneficiary designations, a “Request for Name or Ownership or Beneficiary Change” form is required. This form can be found on guardianlife.com/forms in the Life Insurance tab. Its name is Title Form (016256). Once completed, return the form using your choice of:

• Email: ILSolutions@glic.com
• Fax: 610-807-2720
• Regular Mail: Guardian Information Center, P.O. Box 26100, Lehigh Valley, PA 18002

Beneficiary change requests will be processed within approximately 10 business days of receipt of the completed form. A confirmation of beneficiary change letter will be mailed to your address on record.
 

What is Guardian’s Individual Life mailing address, fax number and email?

• Email: ILSolutions@glic.com
• Fax: 610-807-2720
• Regular mail:  Guardian, P.O. Box 26100,  Lehigh Valley, PA 18002-6100
• Express Mail:  Guardian, 6255 Sterner’s Way, Bethlehem, PA 18017-9464 

How do I enroll in paperless statements or view my account activity/balance online?

To view your account activity and account balance online, policy owners should enroll for online access to NETX Investor through parkavenuesecurities.com. As an alternative to self-enrolling, account holders should complete the online access and e-delivery form or call Park Avenue Securities Contact Center at 888-600-4667. At the prompt, select option 1 if you are a client or option 2 if you are a financial representative. 
 

How do I update the beneficiary on my IRA/TOD account?

In order to update the beneficiary on an IRA or TOD account, a completed and signed beneficiary designation form has to be submitted to Park Avenue Securities. The form can be obtained by contacting the financial representative who is listed on the account, or by calling the Park Avenue Securities Contact Center at 888-600-4667. At the prompt, select option 1 if you are a client or option 2 if you are a financial representative.
 

Can I opt out of the information shared on the annual privacy notice received?

Unfortunately, policy owners are unable to opt out of information shared across business lines.
 

Where do I mail deposits/contributions for my IRA or retail account?

Deposits made by check should be made payable to Pershing LLC. List the account number on the front of the check and mail to: Pershing LLC, One Pershing Plaza, Jersey City, NJ 07399. For all other deposit related questions, contact the financial representative. Please also include the contribution type with your account number. Where IRA accounts are concerned, please add Attention: Retirement Account Processing to the mailing address.
 

Can I use my Corestone account to set up electronic debits with various vendors?

Yes. Prior to doing so, policy owners should ensure adequate cash is available in your money market account (you may have to contact our Trading Desk to liquidate your holdings if cash is not available). If in doubt as to how to do this, contact the financial advisor listed on the account or call the Park Avenue Securities Contact Center at 888-600-4667. At the prompt, select option 1 if you are a client or option 2 if you are a financial representative.
 

What is required to close my IRA account?

• A completed IRA/ESA distribution form is required. This form can be obtained by contacting the financial representative listed on your account or by calling the Park Avenue Securities Contact Center at 888-600-4667. At the prompt, select option 1 if you are client or option 2 if you are financial representative.
•  In the event that assets are not all in cash, your financial representative who is listed on the account will need to be contacted prior to placing your liquidation request. Or, contact the Park Avenue Securities Contact Center at 888-600-4667. At the prompt, select option 1 if you are client or option 2 if you are financial representative.
   

What is required to close my retail account?

• No paperwork is needed to close a retail account, unless the funds are being wired or going to a third party. Retail brokerage accounts can be closed simply by contacting the Park Avenue Securities Contact Center at 888-600-4667. At the prompt, select option 1 if you are client or option 2 if you are financial representative. You may also call the financial representative listed on the account.
• In the event that assets are not all in cash, you can place your liquidation request by contacting Park Avenue Securities Contact Center at 888-600-4667. At the prompt, select option 1 if you are client or option 2 if you are financial representative. You may also call the financial representative listed on the account.
   

How can I update my address of record?

In order to update your address of record on an account, please contact the financial representative listed on the account or contact the Park Avenue Securities Service Desk at Park Avenue Securities Contact Center at 888-600-4667. At the prompt, select option 1 if you are a client or option 2 if you are a financial representative.

 

^{Park Avenue Securities LLC (PAS) is an indirect, wholly-owned subsidiary of The Guardian Life Insurance Company of America (Guardian). PAS is a registered broker-dealer offering investment products, as well as a registered investment advisor offering financial planning and investment advisory services. PAS is a member of FINRA and SIPC.}

How do I find out if my employer offers the College Tuition Benefit through my dental insurance plan?

To find out if your dental insurance plan includes a College Tuition Benefit, please contact your employer’s human resources department or benefits administrator.
 

How do I find a list of dental and/or vision providers in my area?

If you have dental or vision coverage through your employer, please click here or download the mobile app for your Apple or Android device. If you have purchased an Individual Dental Policy through your State Health Care Exchange, please click here.

If you have purchased an Individual Dental Policy directly from Guardian, please click here.
 

How do I know if my Guardian dental insurance plan is a PPO?

If you have dental coverage through your employer, please contact your human resources department or benefits administrator to verify your coverage type.

If you have individual dental coverage, please contact the member services number on your member ID card or review your enrollment confirmation letter to verify your coverage type.
 

How do I get a new dental insurance card?

If you have dental coverage through your employer, please visit www.guardianlife.com or download the mobile app for your Apple or Android device to access an electronic version of your dental insurance card.

If you have purchased an Individual Dental Plan through your State Health Care Exchange, you can obtain a copy of your ID card online. Please visit:

https://dentalexchange.guardianlife.com

If you have purchased an Individual Policy directly from Guardian, you can obtain a copy of your ID card online.
 

How Do I Deactivate My Online Account?

Please call our Customer Response Unit for assistance with your online account. If you have dental coverage through your employer, please visit https://www.guardianlife.com/contact-us, then click on the “Workplace Benefits” tab to find the phone number for your dental plan.

If you have purchased an Individual Dental Policy through your State Health Care Exchange, please call 1-844-561-5600.

If you have purchased an Individual Dental Policy directly from Guardian, please call 1-866-569-9900.
 

How do I file a claim online?

You may file a claim online via the Guardian Anytime Secure Channel at:

https://www.guardiananytime.com/gapublic/GASecureMailWeb/secureEmail.process
 

Do Guardian dental plans cover orthodontics?

If you have dental coverage through your employer, please visit www.guardianlife.com or contact your human resources department or benefits administrator to determine whether your plan includes orthodontic benefits.

If you have individual dental coverage, some of our dental plans do cover Orthodontics. View our plan options and get a quote.
 

How do I sign up for a Guardian dental insurance policy outside of the benefits I get at work?

For more information, or an instant individual dental insurance quote, please visit: guardiandirect.com
 

What are your customer service hours of operation?

Mon – Fri: 8am – 8pm (Eastern)

What do I do if my disability insurance claim was denied?

If your claim was denied and you would like to appeal it, please refer to the instructions provided in your claim determination letter. 
 

Who can I contact if I haven’t received my disability insurance check?

To check on the status of your disability claim, please contact our Customer Response Unit at:

Short Term Disability Member Services: 1-800-268-2525

Long Term Disability Member Services: 1-800-538-4583
 

How long does it take to receive disability insurance benefits once I submit the claim? 

The time to process your claim may vary. If you have already submitted a claim, please visit www.guardianlife.com for information regarding the status of your claim or you can contact our Customer Response Unit to verify the status of your claim at:

Short Term Disability Member Services: 1-800-268-2525

Long Term Disability Member Service: 1-800-538-4583
 

How do I delete my online account?

Please call our Customer Response Unit for assistance with your online account.
 

How do I file a claim online?

You may file a claim online via the Guardian Anytime Secure Channel at:

https://www.guardiananytime.com/gapublic/GASecureMailWeb/secureEmail.process
 

What are your customer service hours of operation?

Mon – Fri: 8am – 8pm (Eastern)