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!
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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
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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.
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 gennaio 2026
Risposta di 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 gennaio 2025
Risposta di 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 gennaio 2026
Risposta di 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 gennaio 2026
Risposta di 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 gennaio 2026
Risposta di 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
Risposta di 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 dicembre 2025
Risposta di 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
Risposta di 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 novembre 2025
Risposta di 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 dicembre 2025
Risposta di 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 dicembre 2025
Risposta di 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 dicembre 2025
Risposta di 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 dicembre 2025
Risposta di 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 dicembre 2025
Risposta di 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 dicembre 2025
Risposta di 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
The claim we encountered was roof…
The claim we encountered was roof damage to shingles. Guide One sent an adjuster within a few days and let us know the damages within the week. They worked well with our contractor when we found additional costs/damages. Guide one was always in contact by email to know where we was at with our repairs. This insurance company is very professional and I couldn’t be happier knowing that they will take care of us when an emergency happens.
2 dicembre 2025
Risposta di GuideOne Insurance
Brenda,
We're very glad to hear that our claims team was both responsive and professional. We understand how vital this kind of support is in the midst of an emergency, and we truly appreciate your feedback.
Best Regards,
Jennifer Smarelli
Our AC people
Our AC people, who we have used for years, told us the AC for the stage area is gone. The lightning struck it directly. They recommend a new AC. Your adjuster says its a small part and gave us $412.00. How can an adjuster know more than an AC contractor that repairs them everyday?
2 dicembre 2025
Risposta di GuideOne Insurance
Pamela,
Thank you for sharing your feedback. We regret that you are disappointed with a claim outcome that was not as you expected. Please know that we carefully reviewed the damages and paid for all losses directly caused by the lightning strike. An HVAC expert inspected your AC unit and confirmed that the transformer failure was the result of the strike, which we covered. The inspection also revealed additional damage unrelated to the incident. The fan motor failed due to normal wear and tear, and not the result of a covered cause of loss. Based on the expert's assessment, repairs will restore your HVAC system to pre-loss condition. If you wish to discuss this further, please contact your adjuster, Donna Johnson.
Best Regards,
Jennifer Smarelli
It was an absolute pleasure speaking…
It was an absolute pleasure speaking with Jenifer. She was engaging, professional, and personable, making the conversation both enjoyable and insightful. Her positive energy and clear communication made a strong impression, and I truly appreciated her approach and expertise
2 dicembre 2025
Risposta di GuideOne Insurance
John,
The pleasure was all mine. I appreciated your openness in sharing both the challenges of your claims experience as well as the positive feedback about GuideOne. I enjoyed our discussion and sincerely value your compliments.
Best Regards,
Jennifer Smarelli
There was a loss of contact with our…
There was a loss of contact with our claims adjuster because he left the company. This made it impossible to get claims questions answered until his replacement finally contacted me after I called our agent.
2 dicembre 2025
Risposta di GuideOne Insurance
Jim,
We regret that the delay in contact impacted your claim experience and sincerely apologize for the inconvenience. Your feedback is greatly valued.
Best Regards,
Jennifer Smarelli
Risposta di GuideOne Insurance
Sam,
We're glad Kylee Felda's prompt service made your claims experience a positive one. Your feedback is greatly appreciated.
Best Regards,
Jennifer Smarelli
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