Guardian uses artificial intelligence (AI) tools to support select business, technology, and customer service operations. These tools may be used to assist Guardian employees with activities such as software development, document and content generation, customer interactions, information retrieval, workflow efficiency, and other operational support functions. AI-enabled solutions are used to enhance the customer and employee experience while maintaining appropriate human oversight and governance controls.
In limited and approved use cases, Guardian may provide AI tool vendors with access to protected health information (PHI) or other sensitive information necessary to perform contracted services. Guardian maintains Business Associate Agreements (BAAs) and appropriate privacy, security, contractual, and governance controls with AI vendors that access PHI and requires such vendors to comply with applicable legal and regulatory requirements.
Guardian does not use AI tools as the sole basis for making health coverage determinations, prior authorization decisions, utilization management decisions, or other decisions that directly determine an individual's eligibility for benefits or access to care. Human oversight remains an important component of Guardian's decision-making and operational processes.
Guardian is committed to the responsible use of AI and maintains governance, testing, monitoring, and risk management practices designed to promote fairness, accuracy, security, transparency, and compliance with applicable laws and regulations. Guardian seeks to prevent unlawful discrimination and continuously evaluates AI-enabled solutions throughout their lifecycle.
Consumers with questions regarding Guardian's use of artificial intelligence may contact Customer Service or the Guardian Privacy Office for additional information.
