GUARDIAN LIFE NEWS
Press Release

Guardian Earns DALBAR’s 2015 Insurance Service Award

NEW YORK, January 13, 2016 -- The Guardian Life Insurance Company of America® (Guardian) has won the 2015 Insurance Service Award for customer service from DALBAR*. The DALBAR Service Award recognizes companies that consistently deliver a superior standard of care to their customers.

DALBAR conducts rigorous testing of service delivery via its annual Service Quality Measurement programs and, after a full year of comprehensive evaluation, identifies those firms that rise above their peers in service to clients. Guardian’s Claims and Policy Services Center for disability income insurance placed first in the field of leading insurance providers that were tested.

“Proven leadership in the high level of professionalism, knowledge, respect and empathy demonstrated by our people is just part of what differentiates us with our customers,” said Jeff Yeager, Vice President, Claims and Policy Services for Disability Income Insurance. “Earning this award symbolizes the pride of our front-line people who interact with our customers every day and their passion to assure our customers feel positive about their service experience.”

The DALBAR Service Award is based on systematic testing of customer service. As part of the Service Quality Measurement program, DALBAR evaluated insurance carriers by randomly sampling hundreds of policyholder calls over the course of the year. In order to earn the Insurance Service Award, all carriers were appraised on four levels: attitude (the interpersonal aspects of the service call), accommodation (the transactional elements), expertise (the representative’s ability to understand the caller’s issue and respond appropriately), and call interrupts (how the representative deals with holds, transfers, and periods of silence on the line). Companies that exceed the award-level benchmarks earn the DALBAR Insurance Service Award. Guardian’s results exceeded award levels in each category.

*DALBAR is a leading independent expert for evaluating, auditing, and rating business practices and customer service for the financial services industry.

About Guardian

The Guardian Life Insurance Company of America® (Guardian) is one of the largest mutual life insurers with $7.3 billion in capital and $1.5 billion in operating income (before taxes and dividends to policyholders) in 2015.  Founded in 1860, the company has paid dividends to policyholders every year since 1868.  Its offerings range from life insurance, disability income insurance, annuities, and investments to dental, vision, and 401(k) plans. The company has approximately 8,000 employees and a network of over 3,000 financial representatives in more than 70 agencies nationwide. For more information, visit Guardian’s Facebook page: https://www.facebook.com/GuardianLife/, and Twitter: @GuardianLife.

Financial information concerning The Guardian Life Insurance Company of America as of December 31, 2015 on a statutory basis: Admitted Assets = $48.1 Billion; Liabilities = $42.0 Billion (including $37.0 Billion of Reserves); and Surplus = $6.1 Billion..  Dividends are not guaranteed. They are declared annually by Guardian’s Board of Directors. 

Financial information concerning The Guardian Life Insurance company of America as of December 31, 2014 on a statutory basis: Admitted Assets = $45.3 Billion; Liabilities = $39.6 Billion (including $34.9 Billion of Reserves); and Surplus =$5.7 Billion.  Dividends are not guaranteed. They are declared annually by Guardians’ Board of Directors.