From beginning to end as we navigated a flood in the building, Guide One was there to both help and to encourage. The 11 month ordeal is now done and we felt your support every step along the way!
L'azienda ha risposto
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Claims process is very slow and communication is almost nonexistent. I have left messages and emails at both the main claims office and the desk adjustor and have not heard back. Very disappointing, c... Leggi di più
Our recent claim was handled quickly and efficiently. Your team is consistently responsive, knowledgeable, and ready to provide the information we need to work smoothly with our third‑party partners.
L'azienda ha risposto
Awesome with an ASTERISK in Every category. Agent interaction, premium price, claim response time and genuine check ins and follow up from beginning to end
L'azienda ha risposto
Dettagli dell'azienda
Scritti dall'azienda
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.
Informazioni di contatto
1111 Ashworth Road, 50265, West Des Moines, Stati Uniti
- (877) 448-4331
- corporate-communications@guideone.com
- guideone.com
4,5
Eccellente
3516 recensioni
Ha risposto al 96% delle recensioni negative ricevute
Solitamente risponde entro 1 settimana
Come questa azienda usa Trustpilot
Scopri come vengono raccolte, valutate e moderate le loro recensioni e valutazioni.
Thank you...
Let me start with stating that our insurance rep is fantastic & we do appreciate GuideOne's assistance. However, the experience with GuideOne was not the best. We were channeled through various claims reps like an unwanted foster child & it often appeared as though internally there was little to no discussion or education about our claim to ensure things continued flowed. It was difficult to get things executed & fulfilled, there was always confusion about what was or wasn't covered. Often I had to explain or catch up the person put in charge temporarily. In the end, it could have been more efficient & we could have been treated more attentively.
6 marzo 2026
Risposta di GuideOne Insurance
Billy,
We’re glad to know that Paul Anderson provided a positive experience, and we’re also sorry that the claim process felt confusing and inefficient. Your feedback matters, and we sincerely apologize for the frustration this caused.
Best Regards,
Jennifer Smarelli
Had a claim and the adjuster was out in…
Had a claim and the adjuster was out in 3 days and included much more than we thought needed doing. We didn't think about the cost of moving furniture and many other small items.
25 febbraio 2026
Risposta di GuideOne Insurance
Alan,
We are so pleased to know that you were satisfied with the handling of your claim, particularly the inspection process. We appreciate your feedback.
Best Regards,
Jennifer Smarelli
Risposta di GuideOne Insurance
Clarence,
We are so happy to hear that you were pleased with your claims experience and that Ben Feucht provided great customer service. We appreciate you sharing this wonderful feedback with us.
Best Regards,
Jennifer Smarelli
The adjuster was responsive and the…
The adjuster was responsive and the vendors sent to assess the damage were all very friendly. The adjuster also kept me updated on the process and frequently reached out to ask if we had any questions or issues.
4 febbraio 2026
Risposta di GuideOne Insurance
Jim,
We are so happy to hear that your claims experience met your expectations and that Tracey Lokemoen, as well as the vendors, were friendly and provided great customer service. We appreciate you sharing this feedback with us.
Best Regards,
Jennifer Smarelli
Risposta di GuideOne Insurance
Tom,
We are so happy to know your claim service was prompt and professional. Thank you so much for sharing this wonderful feedback.
Best Regards,
Jennifer Smarelli
It was hard finding insurance for…
It was hard finding insurance for churches so we are grateful you are willing to insure us. However we think the deductable for wind and hail is high.
Your communication with us is prompt and professional. Thank you for your service..
4 febbraio 2026
Risposta di GuideOne Insurance
Elmer,
We are so pleased to know our customer service is prompt and professional. We appreciate the compliment. As for the deductible, you may consider discussing that with your agent to see if other options are available.
Best Regards,
Jennifer Smarelli
Church Flood
The adjusters call me the next working day and were here the same week to look at the damage
4 febbraio 2026
Risposta di GuideOne Insurance
Donna,
We are so happy to hear your claims process was quick and efficient. We appreciate the feedback.
Best Regards,
Jennifer Smarelli
Our agent really stayed on top of the…
Our agent really stayed on top of the claim and we received payment in a timely manner.
4 febbraio 2026
Risposta di GuideOne Insurance
Kathy,
We are so pleased to hear that your claim handling met your expectations, especially the timeliness of your payment. Thank you for sharing your feedback with us.
Best Regards,
Jennifer Smarelli
Risposta di GuideOne Insurance
Chris,
We're very glad to hear that your claim was handled quickly and that Donna Johnson provided such patient support. Thank you so much for the feedback.
Best Regards,
Jennifer Smarelli
simple and efficient
The adjuster was not very punctual. Our claims manager, Kylee was very helpful and direct. Made the process very simple and efficient.
4 febbraio 2026
Risposta di GuideOne Insurance
Linda,
We are sorry to hear that the field inspection was not handled timely. Please accept our apologies. We are thrilled to know that Kylee Felda was very helpful and made the claims process simple and efficient. We appreciate your feedback.
Best Regards,
Jennifer Smarelli
Our claim was transferred to multiple…
Our claim was transferred to multiple representatives. This was very disconcerting and caused a difficult situation to be even more difficult. As our policy has come up for renewal our premium is being increased by 30% which appears to be an attempt to recover funds you have paid us to invest back into the property.
4 febbraio 2026
Risposta di GuideOne Insurance
Thank you for sharing your feedback with us. We regret the challenges you have encountered and are sorry to hear that the handling of your claim added to your already stressful situation. We apologize for any inconvenience you experienced as a result.
Best Regards,
Jennifer Smarelli
Risposta di GuideOne Insurance
Mario,
We are so happy to hear that our claims team delivered prompt and professional service. We appreciate you taking the time to share your feedback with us.
Best Regards,
Jennifer Smarelli
I recently had death and health issues…
I recently had death and health issues in my family. It was very difficult for me to stay focused on insurance while dealing with family. Guide One, Heather and Sam assisted me and still is helping me along the way. Praise God.
30 settembre 2025
Risposta di GuideOne Insurance
Bill,
We are so sorry to hear about the hardships you have been facing. We are, however, pleased to hear that our claims team was able to support you with great service throughout the process. It is our pleasure to serve you.
Best Regards,
Jennifer Smarelli
Prompt Attention to our Claim
From the initial phone call regarding our pipe burst to the final claim check issued, we found Guide One to be attentive. In addition, our adjuster, Paul Anderson, was very helpful throughout the process, always answering a phone call or email.
4 settembre 2025
Risposta di GuideOne Insurance
Rose,
We are so pleased to hear that you were satisfied with your claims experience, and that Paul Anderson was attentive, helpful and provided great customer service. We appreciate your feedback.
Best Regards,
Jennifer Smarelli
They denied a water claim
QuideOne denied a water claim on 1/21/26 To Holy Cross Lutheran Church. Note QuideOne increased our insurance rate on letter dated 10/29/25 from $14,503 to $17,428. A 20% increase.
QuideOne stated I said the water damage must have been going on for months. that is not my full statement. I said based upon damage I made a deductive reasoning statement that this looks like damage occurred over months.
Note the water leak that caused damage to floor was not visible at inspection of bathroom by QuideOne on 1/16/26 and or months before by tenant. The tenant first notification of problem to Holy Cross Lutheran Church was 11/3/25. Holy Cross Lutheran Church got quotes on repair from 11/13/25 to 12/10/25. The quotes were high with low quote at $7,700. The repair technician selected was asked if further damage could occur if we wait on insurance money and he felt the damage would not increase since it was a total repair already!
The QuideOne inspector on 1/16/26 had to lie on his stomach then crawl under house by 6 feet to find leak. This is not a routine home owner inspection! The last statement on QuideOne Elite Insurance letter was “The policy excludes loss or damage caused by or resulting from faulty, inadequate or defective maintenance”.
Again, this is not a routine home owner inspection or resulting from faulty, inadequate or defective maintenance.
4 febbraio 2026
Risposta di GuideOne Insurance
Ken,
We regret learning of your disappointment with the outcome of your claim and understand your dissatisfaction.
Coverage decisions are based on the loss facts and how your policy applies to those circumstances. In this case, the water damage was determined to be an ongoing issue, and continuous leakage occurring over a period of 14 days or more is excluded under your policy.
We appreciate you sharing your feedback with us; we're sorry the outcome was not what you had hoped for.
Best Regards,
Jennifer Smarelli
They really make churches like ours…
They really make churches like ours feel they understand churches. Their customer service is awesome!
4 febbraio 2026
Risposta di GuideOne Insurance
Calvin,
We are so pleased to hear that your adjuster, Donna Johnson, made you feel understood and that she provided awesome customer service. We sincerely appreciate the wonderful feedback.
Best Regards,
Jennifer Smarelli
People at GuideOne were helpful.
Our experience was helpful due to the information shared at every step of the claim. the people both remotely and in person were personable, interested in our issues and timely.
4 febbraio 2026
Risposta di GuideOne Insurance
Jane,
We are so pleased to hear that your claims experience met your expectations and that our team was personable and provided exceptional customer service. Thank you so much for sharing your feedback with us and for your kind words.
Best Regards,
Jennifer Smarelli
Timely and updated responses
4 febbraio 2026
Risposta di GuideOne Insurance
Alfred,
We are so happy to know that your claims service was timely and met your expectations. We appreciate your feedback.
Best Regards,
Jennifer Smarelli
Risposta di GuideOne Insurance
Ben,
We are so pleased to hear that our customer service has consistently met your expectations, especially when it comes to timely responses. We appreciate you taking the time to share your feedback with us.
Best Regards,
Jennifer Smarelli
Risposta di GuideOne Insurance
Scott,
Thank you for your feedback. We are pleased to know that you received prompt notification of receipt of your claim. We hope the claims experience met your expectations overall.
Best Regards,
Jennifer Smarelli
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