In 2022, we emphasized programs and initiatives that moved each of these priorities forward.

To wow consumers, our teams gained a deeper understanding of their needs, experiences, and perspectives. We listened to consumers through a formal program to share recordings of actual customer calls across Guardian and spread the insights gained broadly. We used those learnings to develop and introduce new products and services that address consumers’ challenges — such as new annuity options, dental plans, and bereavement services. We revamped Guardian’s online experience, making it easier and more effective for consumers, transforming our platforms with new features and enhancements grounded in empathy.

We are determined to fulfill our potential to become champions of well-being. To unleash what’s possible in 2022, we focused on evolving and energizing our culture around company values. We welcomed opportunities to bring colleagues together and celebrate key moments, added our ninth employee resource group (ERG), focused on caregivers and enhanced mental wellness support through Spring Health. Community partnerships and new justice, equity, diversity, and inclusion (J.E.D.I.) bold goals furthered our efforts to make real change in our culture and our communities.

In The Guardian Annual, you will read about many of the initiatives and innovations bringing our strategy to life. You also will meet some of the people who shared meaningful moments with us and our consumers. People like Eduardo Romero, a claims examiner who’s a master at practicing empathy as he helps people through the process of navigating the disability benefits process. And people like Joseph Percevecz, a high school teacher in Texas who found comfort after his cancer diagnosis in the compassion and patient service provided by a Guardian representative. He felt relief as well that his Guardian cancer insurance provided the financial help he badly needed.

Time and again, our colleagues were there when customers needed us most.
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Maintaining  financial health
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Guardian remains one of the strongest and most highly rated insurance companies in the US and delivered robust results in 2022 despite challenges in the economy and financial markets. We produced above-plan operating income and added to our capital, and because of our 2022 performance, we were able to approve a $1.26 billion dividend payment for 2023 to our participating whole life policyholders.¹ It’s the largest annual dividend in our company’s 162-year history.

Our focus on long-term value creation continues to strengthen our company, as demonstrated by an increased Moody’s rating in 2022 and improved Comdex score.^2,3,4 This recognition is a testament to our financial stability and our experience navigating risk of all kinds since our inception in 1860. We continue to focus on the breadth and diversification of our portfolio, maintaining exceptional liquidity and strong operating risk discipline.

We’re proud that our colleagues’ effectiveness in serving consumers was recognized in our industry and beyond. For the 5th year in a row, we have been recognized by J.D. Power for providing "An Outstanding Customer Service Experience" for phone support.⁵ At the same time, Newsweek named Guardian as a top five customer service provider in the life insurance industry.⁶

The past year was just the beginning of our transformation. I want to thank our Guardian colleagues for their continued dedication and our customers for their ongoing trust. There is more to come, as we make progress on our strategy that will build on Guardian’s legacy of serving consumers and will make us a leading champion of well-being year after year.

Sincerely,