Staff was very courteous and helpful explaining things and following through with any questions we had so everything was repaired in a timely fashion. They listened to any concerns and explai... Ver mais
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Veja o que dizem as avaliações
The process for making and claim and the management of that claim was substandard. While due diligence is a part of the process, minimal effort was put into truly understanding the work performed to... Ver mais
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Our claim did not reach the deductible amount; therefore, the claim was never processed. However, the claims rep, Cindi Harrington, and Mike Sellers, from Travelers Boilerre were immediately on it! A... Ver mais
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Everyone that I worked with made me feel that my claim was their top priority. Things that I didn't understand were explained to me patiently and that I understood. The check for payment was issued... Ver mais
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Detalhes da empresa
Escrito pela empresa
GuideOne Insurance was founded in 1947 with a commitment to social responsibility. That tradition continues today, as the company proudly protects the people who strengthen our communities. GuideOne serves churches, educational institutions, senior living care centers, small businesses, and nonprofit organizations. We provide commercial property and liability, workers’ compensation, commercial auto, and many other liability needs. Rated “A-” (Excellent) by industry analyst A.M. Best, GuideOne does business in all 50 states through a network of thousands of independent agents who serve more than 51,000 members. GuideOne’s corporate headquarters are located in West Des Moines, Iowa.
Informações de contato
1111 Ashworth Road, 50265, West Des Moines, Estados Unidos
- (877) 448-4331
- guideone.com
4,5
Excelente
4 mil avaliações
Pede aos clientes que avaliem
Esta empresa convida seus clientes a deixarem avaliações, sejam elas positivas ou negativas
Respondeu a 100% das avaliações negativas
Normalmente responde dentro de 1 semana
Como esta empresa usa o Trustpilot
Veja como as avaliações e classificações são obtidas, pontuadas e moderadas.
Timely manner in all response!
9 de janeiro de 2026
Resposta da GuideOne Insurance
Sharon,
We’re glad to hear that your claims experience met your expectations, and we’re especially pleased that Tracey Lokemoen’s timeliness stood out to you. Thank you for sharing your positive feedback.
Best Regards,
Jennifer Smarelli
Deer vs Car
everything was smooth the employees walked me through the steps of filing the deer vs car report - thanks for supporting us
9 de janeiro de 2026
Resposta da GuideOne Insurance
Danielle,
Thank you for sharing your experience. We’re glad to hear everything went smoothly and that our team was able to guide you through each step of your claim. We appreciate your kind words and are grateful for the opportunity to support you.
Best Regards,
Jennifer
Friendliness and knowledge of…
Friendliness and knowledge of representative good. Timeliness of field inspections and reports was not good.
9 de janeiro de 2026
Resposta da GuideOne Insurance
Dave,
Thank you for sharing your feedback. We’re glad to hear that Tracey Lokemoen was friendly and knowledgeable, and we appreciate you noting that. We also understand your concerns regarding the timeliness of the engineer's inspections and reports. Your comments help us identify where we can improve, and we value the opportunity to do better.
Bests Regards,
Jennifer Smarelli
Prompt Professional Service!
Once I notified our agent that we'd had a fire at the church, everything was immediately set in motion. The adjustors, inspectors, etc were prompt in their contact and appointments were made taking MY availability into consideration. When we obtained bids and work was completed, we immediately sent our receipts in and reimbursement soon followed. I hope we never have another fire but I learned a lot just through the professionalism I encountered of all involved. I have no complaints - Great service!!
27 de setembro de 2025
Resposta da GuideOne Insurance
Debbie,
Thank you for sharing your experience with us. We’re grateful to hear that the team was able to respond quickly, communicate clearly, and work around your availability. It’s great to know the process went smoothly and that the professionalism of everyone involved made a challenging event easier to navigate. We truly appreciate your feedback.
Best Regards,
Jennifer Smarelli
Resposta da GuideOne Insurance
Layne,
We're so happy to hear your found your claims handling to be thorough and effective. Thank you for sharing your experience.
Best Regards,
Jennifer Smarelli
Church roof replacement
My experience with the local contractor/adjuster and the remote GuideOne agent was generally good but still very stressful.
As I see it, these two did their jobs well and worked well with my local roofing contractor which was critical but they were hard to reach for my questions and generally just sent me estimates of damages/repairs etc which was not my normal language.
I was in charge of this church property project which involved 10s of thousands of dollars, other peoples money.
I would recommend better personal communications with the actual client.
9 de janeiro de 2026
Resposta da GuideOne Insurance
Keith,
Thank you for taking the time to share your feedback. We’re glad to hear that both the local adjuster and the remote GuideOne adjuster worked effectively with your roofing contractor and supported the project overall. At the same time, we understand how stressful the process can be. Your comments about the difficulty reaching the team and the need for clearer, more personal communication are important. We appreciate you bringing this to our attention, and your insights will help us improve.
Best Regards,
Jennifer Smarelli
Experience with GuideOne Insurance
Experience with GuideOne Insurance: Roof Repair Claim Assessment
Our church filed an insurance claim with GuideOne following significant hail and wind damage to our roof. The damage was documented. Adjusters confirmed damage and the claim was submitted in good faith with the expectation of fair evaluation and coverage consistent with the policy provisions.
Despite the documented evidence and professional assessments supporting the need for roof repairs, GuideOne denied approval for the claim. The denial was attributed to their interpretation of hail and wind damage, which we believe did not adequately reflect the extent of the loss or the realities faced by the insured property.
This experience has been deeply disappointing. The handling of the claim demonstrated a lack of responsiveness, transparency, and partnership—qualities that are essential in an insurance provider, particularly when serving faith-based and nonprofit institutions.
Overall Rating: 1 out of 10
Based on this experience, I cannot recommend GuideOne Insurance. The claim process did not meet reasonable expectations of fairness or support, and the outcome placed an undue financial burden on our church during a time of genuine need.
As of this writing, we still have a leak
9 de janeiro de 2025
Resposta da GuideOne Insurance
Benjamin,
Thank you for taking the time to share such a detailed account of your experience. We are truly sorry to hear about your disappointment with the outcome of your claim. While we were able to issue payment for the damages covered under your policy, some of the reported issues unfortunately fall outside of that coverage. The engineer determined that the wear‑and‑tear–related damages and the interior leaks were long‑term in nature and not the result of a covered peril.
We have reached out several times requesting the final invoices needed to reimburse you for the recoverable depreciation. If you would like to proceed, please forward those invoices to Kylee Felda, who will be able to process the holdback reimbursement.
Again, we are very sorry that your claim experience did not meet your expectations and that the church is facing such a financial burden.
Best Regards,
Jennifer Smarelli
We did not feel supported with our…
We did not feel supported with our claim. There was little empathy or understanding of our situation. Obviously, this company is more concerned with dollars and cents rather than customer support. We will be shopping for an alternative carrier.
9 de janeiro de 2026
Resposta da GuideOne Insurance
George,
We understand your disappointment regarding the outcome of your claim. After reviewing the circumstances, the damage to the building resulted from frozen pipes caused by the heat being turned off for an extended period. Unfortunately, this type of loss is excluded under your policy. We regret that we are unable to provide coverage for the damages.
Best Regards,
Jennifer Smarelli
Great service!
All Guide One Insurance staff were prompt and efficient in helping us with our claim. The person who inspected our building was very thorough and detailed in his report, which was excellent for the company we hired to do the work. We are very pleased with the work done, which was done in a timely fashion. Thank you, Guide One!
9 de janeiro de 2026
Resposta da GuideOne Insurance
Dave,
We're glad to hear you were satisfied with your claims experience and with Paul Anderson's prompt handling of your claim. Thank you for sharing your feedback.
Best Regards,
Jennifer Smarelli
Your Adjuster
Your Adjuster, as well as 2 roofing contractors said our church roof sustained a lot of hail & wind damage.
Your office, like Stae Farm, didn't want to pay so instead they hired an Engineer & paid him to say he saw very little damage. You could have at least paid our church the few $1,000 you paid an engineer, who is not an experienced Roof Contractor. Experienced means has been trained & worked on a minimum of 1,000 roofs. I am confused why you ask? You don't care & aren't going to help us.
9 de janeiro de 2026
Resposta da GuideOne Insurance
Jim,
Thank you for taking the time to share your feedback. While we agree that your building did sustain hail damage, the cost of those repairs fell below your deductible. Unfortunately, your policy carries a higher deductible, which limited our ability to provide payment. The interior issues were determined to be the result of long‑term wear and tear rather than storm‑related damage. We regret that we were not able to cover your losses and we understand how frustrating that outcome can be.
Best Regards,
Jennifer Smarelli
Resposta da GuideOne Insurance
Paul,
We are happy to know that you were pleased with your claim process, especially the good service. Your feedback is much appreciated.
Best Regards,
Jennifer Smarelli
Before my last couple of interactions…
Before my last couple of interactions with them, I would have rated them much lower because of how they handled our claim (or didn't). The adjuster they used was definitely following the rule of, "Don't pay anything". We pay a premium for insurance and really get nothing in return. Not just Guide One, but many of them. However, after talking with Guide One and providing them with supporting documentation, the adjusted what they would pay and the amount was better (it was the best they could do with the deductibles we have in place to make it affordable).
22 de dezembro de 2025
Resposta da GuideOne Insurance
Pastor Brett,
It is unfortunate that it came across as though we didn't want to pay anything on your claim. We're glad to hear your claim was resolved once the supporting documentation was provided. Thank you for sharing your feedback.
Best Regards,
Jennifer Smarelli
Resposta da GuideOne Insurance
Laura,
We are pleased to know of your satisfaction with your claims process, especially the great follow-up. Your feedback is much appreciated.
Best Regards,
Jennifer Smarelli
Easy working with this company
Easy working with this company. Good communication and quick responses to explain all steps of processes.
7 de novembro de 2025
Resposta da GuideOne Insurance
Brian,
Thank you for your feedback. We are so happy to know of your satisfaction with the handling of your claim, particularly with our quick and thorough communication. Your compliments are much appreciated.
Best Regards,
Jennifer Smarelli
The response was fast
2 de dezembro de 2025
Resposta da GuideOne Insurance
Bruce,
Thank you for sharing your feedback. We are happy to know of your satisfaction with your claims experience, especially the fast response time.
Best Regards,
Jennifer Smarelli
Warsaw Christian church
Warsaw Christian church, the day I made the claim, I was contacted the same day buy the adjuster, to set a date to check the roof and all the damage done by the hell. He did a throw inspection. He spent about two hours and a half on it. And the insurance company got back to me, with in a week and half, with check .
It took longer to get the contractors ,to do the work. But it s been a busy year for them, with all the bad weather, we had. So the insurance company did great, and the contract ors did a great job, very professional, did excellent work
2 de dezembro de 2025
Resposta da GuideOne Insurance
Marvin,
We are so happy to hear that you were pleased with the handling of your claim by Cyndi Harrington, particularly the prompt and professional service. Your feedback is valued and we appreciate the compliments.
Best Regards,
Jennifer Smarelli
Timely communication and processing
2 de dezembro de 2025
Resposta da GuideOne Insurance
Sharon,
Thank you for sharing your feedback with us. We are happy to know that Joanne Ryan met your expectations with her prompt claim handling. Your compliments are greatly appreciated.
Best Regards,
Jennifer Smarelli
Adjusters communicate what is needed…
Adjusters communicate what is needed and where we're at. Laura Anderson is amazing!
2 de dezembro de 2025
Resposta da GuideOne Insurance
David,
We are pleased to hear that Laura Anderson provided the communication and customer service you needed and that she made your claims experience a positive one. We appreciate your feedback.
Best Regards,
Jennifer Smarelli
GuideOne has been very prompt to help…
GuideOne has been very prompt to help and has always stood by us to meet our needs. We have been with them for many years and value their service.
2 de dezembro de 2025
Resposta da GuideOne Insurance
Mark,
We appreciate your positive feedback regarding your claims experience. It's rewarding to hear that our commitment to great customer service has stood out over the years. Your compliments are much appreciated.
Best Regards,
Jennifer Smarelli
Very responsive during an urgent time…
Very responsive during an urgent time to address our criti cal need
10 de dezembro de 2025
Resposta da GuideOne Insurance
Alice,
We are so happy to hear that your claims experience was positive and that Catherine Aufderheide provided such responsive support. We understand how critical timely assistance is when addressing urgent needs. We truly appreciate your feedback.
Best Regards,
Jennifer Smarelli
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