Last updated May 7, 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.
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.
Will Guardian discount my dental insurance premiums?
Every individual dental plan customer in effect as of March 1, 2020, will receive an automatic 25% discount on your June and July premiums. Your payment schedule will determine how you receive your discount. No action is needed from you to receive this benefit.
- Monthly payment schedules: 25% discount applied to June and July premiums
- Quarterly payment schedules: 25% discount for June and July premiums will be applied to your next invoice
- Annual payment schedules: You’ll either receive a 25% refund or 25% discount for two months of premiums, depending on when your policy renews
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 May 31, 2020 when used by our customers. We’ll reassess the current situation and determine future direction on May 31.
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 and chat 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 my critical illness and/or accident policy cover sickness due to COVID-19?
COVID-19 is not covered by your critical illness and/or accident policy. You can view your policy details by signing into your account.
Does my Accident policy cover telemedicine?
Yes. We’re making temporary changes to our telemedicine claim practices in response to COVID-19. We will approve telemedicine services under the Accident policy through June 30, 2020 for initial or follow up doctor visits. You will need to provide documentation of the visit like a copy of your medical explanation of benefits, the bill or treatment notes with your claim.
What are “Telemedicine Services”?
"Telemedicine Services" as it pertains to the delivery of health care services, means the use of electronic technology or media, including interactive audio or video, for the purpose of diagnosing or treating a patient, providing remote patient monitoring services, or consulting with other health care providers regarding a patient's diagnosis or treatment. "Telemedicine Services" does not include an audio-only telephone, electronic mail message, facsimile transmission, or online questionnaire.
Who do I ask if I have questions about my VSP plan?
You can visit VSP or call 800.877.7195 to get answers to plan questions.
Remember all VSP Individual Vision Plans are also accepted at Eyeconic® where you can shop online for glasses or contacts, and easily receive additional savings on your order.
Can I see my VSP network doctor for things I have seen my primary care doctor for in the past?
Yes. VSP has expanded access to essential medical care eye services through May 31. That means you can visit your VSP network doctor in person or remotely for things like conjunctivitis or eye trauma. Visit VSP or call 800.877.7195 for more information.
How will you keep me updated?
We will keep you informed through our website, updates to these FAQs and/or email.