Business strategy

In 2022, we built momentum for our vision for Guardian and focused on moments that matter, laying the groundwork for an even stronger business for the years to come. We worked across our company to fulfill our purpose to inspire well-being by enhancing product offerings, modernizing business processes to better meet consumer needs, broadening our community, and evolving our culture-centric values.

Acknowledgements

Recognition for Guardian’s superior service 7

J.D. Power recognized our Life Insurance Contact Center for providing “an outstanding customer service experience” with its phone support.5
Dalbar recognized four of our call centers for service excellence.
Newsweek named Guardian as a top five customer service provider in the life insurance category.
Wow the consumer
Reimagine mutuality
Unleash what's possible
Guardian listened to consumers more intently than ever last year. We infused more empathy into our interactions and realigned our training, systems, and technology to support well-being in new and exciting ways.

By developing a greater understanding of consumers’ needs and perspectives, we enhanced their digital experience and made it simpler and more effective for them to interact with Guardian online. And we launched new products and services, broadening how we promote our stakeholders’ emotional, physical, and financial well-being.

Through this work, Guardian is forging closer, more durable relationships with our consumers.

Highlights:

In 2022, our call centers answered more than 20,000 calls a day, on average. Themes from these calls were incorporated into immersive trainings that gave our colleagues a direct view into various consumer experiences and invited them to share feedback to make improvements.

Guardian sent more than 110,000 text messages proactively last year to notify consumers of their claims status.

We launched the Consumer Champions certification program. Colleagues participate in training, share experiences, and discuss their consumer insights to strengthen our ability to serve consumers.

We created a team of experienced specialists who coordinate with the claim handler to provide dedicated support to individuals as they move through the claims process, helping them to better understand what to expect and what actions to take.

Meet Joseph

Things happened so fast. Kim was right there, riding the roller coaster with me.

Joseph Percevecz
High School Teacher and Guardian customer

Meet Eduardo

It’s about putting yourselves in their shoes. How would I want to be spoken to, and what would I want to know?

Eduardo Romero
Disability Claims Specialist at Guardian

Meet Ed & Mary Ann

The fact that we are comfortable is such a blessing.

Ed and Mary Ann Gast
Guardian customers8

As a mutual insurance company, we are owned by our policyholders. While we continue to focus on serving our policyholders and customers, we’re broadening our definition of the community we serve. We call this work reimagining mutuality — laying the foundation to serve customers, beneficiaries, their family members, and other key people who support them during major life transitions, from childbirth and caregiving to family loss and grief.

Highlights:

We launched innovative dental offerings based on extensive market research, making them more affordable, easier to use, and simpler to understand

We broadened the array of services we offer consumers through Group Benefits with pet wellness coverage via a new partnership with Wagmo, helping with the day-to-day preventative and routine costs of pet parenting.9

Two friends sit around a picnic table, speaking with a third friend whose hands peek into the frame of the photo. Both friends are smiling brightly, while wearing warm, outdoor clothing.A group of twelve friends in their 20's stand on the beach at dusk, circled around an outdoor fire pit. Behind them, dark blue ocean waves lap onto the shore. Some sit in red wooden beach chairs.An overhead shot of a reclaimed wooden table, set for dinner. It's filled with lush salads, vegetables and green pastas. Eight friends reach for food from large shared plates, or eat off their own small plates. We see none of their faces, just their arms and hands. Some wear beautiful rings, pearl bracelets or large watches. It's clear they're dressed for a special occasion.
Our talented workforce is our number one asset, and we foster a culture that is innovative, inclusive, and progressive. We encourage colleagues to stay curious, take calculated risks, and hold one another accountable. Our goal: to attract and keep extraordinary talent that can inspire well-being among our consumers and our colleagues.

We found new ways to support our colleagues last year by being attuned to their evolving needs — our internal approach mirrors how we serve our consumers. From a new employee resource group to more in-person gatherings, we demonstrated that we prioritize our people.

Highlights:

We expanded our support for colleagues, adding a ninth employee resource group (ERG). It focuses on caregivers — colleagues who are raising children, caring for aging adults, helping people with special needs, or providing other forms of care.

Colleague involvement in community activities nearly doubled, from 25% of colleagues in 2021 to 47% in 2022, and colleagues logged more than 16,500 volunteer hours. Total giving increased, reaching $4 million in colleague donations and matching company gifts.

In 2022, all colleagues began to share in Guardian’s success through our annual incentive plan, which ties a portion of compensation to individual and company performance.

Guardian was designated a Best Place to Work for LGBTQ+ Equality by the Human Rights Campaign’s Corporate Equality Index for the sixth consecutive year.

For the third straight year, Guardian was named to Forbes’ list of America’s Best Large Employers and for the second year, recognized as one of India’s Best Workplaces.10

Meet Gene & Julienne

People know that Guardian supports them as caregivers.

You don't have to sideline your career to take care of your family.

Julienne Cort
HR Business Partner at Guardian

Gene Lanzoni
Head of Enterprise Content at Guardian

Meet Asghar

Guardian empowers me to be better. They do the right thing for clients.

Asghar Kazim
Founder and Principal of United Wealth Group and Guardian Financial Advisor11

Disclaimer
Terms & conditions Privacy policy Disclosures Cybersecurity Accessibility Telehealth NY Reg. 200 Confidentiality for domestic violence victims SEC Rule 606 Amendments to broker agreement State disaster updates MDG TX notice to providers Agreement to conduct business electronically Report suspected fraud


© 2023, The Guardian Life Insurance Company of America, New York, NY. All rights reserved.