We have been cleaning up after a hailstorm in 2025, a 100-year flood on July 4th, 2025, and another 100-year flood on July 16th, 2026. We are still affecting repairs started on our buildings and han... Vis mer
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Ours was a complicated claim, but Guide One did an excellent job walking us through the process. The company did a very extensive review of damage and were prompt on getting us an intitial check. We d... Vis mer
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Greg Bryan has been on top of things making sure that we received all notices from Guide One. He went above and beyond our expectations when our insurance was being cancelled and helping us get new c... Vis mer
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This year was rough since we had some claims but having those issues open up our eyes on your company. The claims were not handled properly and it was just overall just a bad experience with that depa... Vis mer
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Informasjon om virksomheten
Skrevet av virksomheten
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.
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1111 Ashworth Road, 50265, West Des Moines, USA
- (877) 448-4331
- guideone.com
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So my family had a flood in our house
So my family had a flood in our house, and service master went and drilled in our wall destroying all are stuff with asbestos ,now it's been over several months guide one does not answer there calls left several messages with luara and chad I would not go through this insurance company now I feel like I have to go to court 😑 because they don't answer the phone, they took our food, clothes, pictures, everything came home to nothing and they don't resure us that we will get paid for out stuff it not out fault about the asbestos, the asbestos took pictures of are stuff still not good enough, don't ever ever hire Service Master they ruin our life's and Guide one is heartless
30. mars 2026
Anmeldelse skrevet uten oppfordring
Svar fra GuideOne Insurance
Lupita,
Thank you for taking the time to share your feedback. We understand how difficult and frustrating this situation has been for you and your family.
Our review indicates this claim involves a complex personal property investigation related to asbestos contamination following mitigation work at your residence. Throughout the claim, our team has remained actively engaged in evaluating the damages, reviewing inventory submissions, coordinating with other involved parties, and requesting additional documentation needed to complete the assessment. A partial payment was issued while the investigation continued.
We recognize that there were periods during which you experienced difficulty reaching members of the claim team, and we understand the concern and uncertainty this created. The file reflects multiple requests for status updates and callback assistance, and we regret any frustration caused by communication challenges during the handling of your claim.
To move the claim toward resolution, our team is continuing its review of the personal property inventory and supporting documentation. Additional information has been requested to help verify ownership, valuation, and the status of items that may also be involved in another insurance claim. Once the requested information has been received and reviewed, the claim team will complete its evaluation and communicate the outcome of the review, including any additional payment considerations.
Our goal is always to provide clear communication, timely updates, and a thorough review of all available information so that claim decisions are fair and accurate. We appreciate your feedback, as it helps us identify opportunities to improve the customer experience and our communication throughout the claim process.
Thank you again for sharing your concerns.
Best Regards,
Jennifer Smarelli
The adjuster recommended a new roof on…
The adjuster recommended a new roof on our church. Hide One sent an engineer to look at our roof and said that the damage was cosmetic and recommended that Guide One do nothing and that we should not get Ang coverage to the damage. We had to hit a roofing company to come and fix the metal panels that the wind had lifted up and to tighten other panels that had screws coming out. We are very disappointed and cannot recommend Guide One insurance to any churches for their insurance coverage.
7. august 2026
Svar fra GuideOne Insurance
Terry,
Thank you for taking the time to share your feedback. We understand your disappointment with the outcome of your roof claim and appreciate the opportunity to address your concerns.
As part of our review, an independent inspection was completed and a subsequent engineering evaluation was conducted to further assess the reported damage. Based on the engineer's findings, the hail impacts observed on the metal roof were determined to be cosmetic rather than functional, and the coverage decision was made in accordance with the policy's cosmetic damage endorsement. The findings and applicable policy provisions were reviewed and discussed with the church during the claim process.
We recognize that receiving differing opinions regarding roof damage can be frustrating, particularly when repairs are needed to address maintenance concerns or conditions identified by a contractor. We also understand your concerns regarding the policy's cosmetic damage limitation and appreciate the feedback you have provided regarding your experience.
Thank you again for sharing your thoughts. Customer feedback is important to us and helps us identify opportunities to improve communication and the overall customer experience.
Best Regards,
Jennifer Smarelli
I’m sorry that we had to file a claim
I’m sorry that we had to file a claim, but GuideOne was great. Every person that I spoke with was very helpful and I never got any feeling that they were looking for a way to deny or diminish the claim. The adjuster was very knowledgeable and gave insight into things I hadn’t thought about. Payment was fast.
7. august 2026
Svar fra GuideOne Insurance
Tim,
Thank you for sharing your experience. While we're sorry you had to file a claim, we're pleased to hear that our team was able to provide helpful guidance and support when you needed it most. It's especially rewarding to know that your Ben Feucht's knowledge and insight added value throughout the process and that your claim was resolved promptly. We appreciate your trust and thank you for taking the time to recognize our team's efforts.
Best Regards,
Jennifer Smarelli
The Claims representative was friendly…
The Claims representative was friendly and helpful and did seem like she really wanted to help.
7. august 2026
Svar fra GuideOne Insurance
Michael,
Thank you for sharing your experience. We're delighted to hear that Cyndi Harrington was friendly, helpful, and made you feel supported throughout the process. Providing caring, knowledgeable service is at the heart of what we do, and we appreciate your recognition of our team's efforts.
Best Regards,
I was covered was covered
I was covered was covered. Checks came through in a timely manner.
7. august 2026
Svar fra GuideOne Insurance
Carl,
Thank you for your feedback. We're pleased to hear that your claim was covered as expected and that payments were received in a timely manner. We appreciate the opportunity to serve you and thank you for taking the time to share your experience.
Best Regards,
Jennifer Smarelli
Always easy to deal with.
7. august 2026
Svar fra GuideOne Insurance
Leslie,
We appreciate you taking the time to share your experience. Hearing that we've been easy to deal with means a great deal to our team. Thank you for allowing us to assist you.
Best Regards,
Jennifer Smarelli
Communication was excellent
Communication was excellent.
Process of claim was easy to file.
7. august 2026
Svar fra GuideOne Insurance
Joe,
We're glad we could make the claims process straightforward and provide the communication you deserved throughout your experience. We appreciate you taking the time to recognize our team's efforts.
Best Regards,
Jennifer Smarelli
Excellent based on responsiveness
Excellent based on responsiveness, fair assessments, and timeliness of payments. Tracey was very helpful and her follow up served as excellent reminders and opportunities to share our updates on where things stood in terms of contractors, timing, etc.
7. august 2026
Svar fra GuideOne Insurance
Steve,
Thank you for your positive feedback. We're pleased to hear that you experienced responsive service, fair claim handling, and timely payments. We're especially glad Tracey's communication and follow-up helped keep the process moving smoothly. We appreciate you taking the time to share your experience.
Best Regards,
Jennifer Smarelli
Professional and friendly
The person I spoke with was very helpful and friendly. I have never done a claim before and she provided clear information and answered questions that helped me through the process.
14. juli 2026
Svar fra GuideOne Insurance
Janice,
Thank you for your positive feedback. We're pleased to hear that Theresa Fuecht was helpful, friendly, and able to provide clear information throughout the claims process. Helping customers navigate their claims with confidence is important to us, and we appreciate you taking the time to share your experience.
Best Regards,
Jennifer Smarelli
Svar fra GuideOne Insurance
Jimmel,
Thank you for your positive feedback. We're pleased to hear that you felt informed throughout the claims process. Keeping our customers updated every step of the way is important to us, and we appreciate you taking the time to share your experience.
Best Regards,
Jennifer Smarelli
Fast claim service
The service to examine the claim was faster than expected. The paying of claims was easy and fast.
7. august 2026
Svar fra GuideOne Insurance
Tom,
Thank you for your positive feedback. We're pleased to hear that your claim was inspected faster than expected and that the payment process was easy and timely. Providing efficient, responsive service is important to us, and we appreciate you taking the time to share your experience.
Best Regards,
Jennifer Smarelli
Customer service.
7. august 2026
Svar fra GuideOne Insurance
Mark,
Thank you for your positive feedback. We're glad to hear you had a positive customer service experience. Providing responsive, professional support throughout the claims process is important to us, and we appreciate you taking the time to share your experience.
Best Regards,
Jennifer Smarelli
Prompt and professional
I was contacted promptly after starting the claim process. The phone conversation with Claims Adjuster to gather more detail about the incident was comprehensive and very professional. The timeframe to assign someone to estimate the damage was very brief and the Estimator was very punctual and on schedule. After that, it only took a few days to have the details of the loss consolidated into a report and claim check issued.
15. juni 2026
Svar fra GuideOne Insurance
Barry,
Thank you for your positive feedback. We're pleased to hear that you experienced prompt communication, professional service, and a timely resolution of your claim. Providing responsive support and an efficient claims process is important to us, and we appreciate your recommendation.
Best Regards,
Jennifer Smarelli
Svar fra GuideOne Insurance
Leroy,
Thank you for your positive feedback. We're pleased to hear that your claim was handled in a timely and detailed manner. Providing thorough service and clear communication throughout the claims process is important to us, and we truly appreciate your recommendation. Thank you for taking the time to share your experience.
Best Regards,
Jennifer Smarelli
The repair and claims process is…
The repair and claims process is exhausting resulting in vehicles being in the repair shop for months. Communication is fragmented as well
7. august 2026
Svar fra GuideOne Insurance
Sherman,
Thank you for sharing your feedback. We understand that managing vehicle repairs after a loss can be frustrating, particularly when multiple parties are involved in the process.
Our review of the claim shows that the claim team worked to investigate the loss, review repair estimates, communicate claim updates, and pursue recovery from the responsible party. The recovery effort involved challenges obtaining and verifying information from the adverse party, which extended the subrogation process.
While we strive to handle claims as efficiently as possible and keep customers informed throughout the process, we do not control repair shop scheduling, parts availability, or the length of time a vehicle remains in a repair facility. These factors can impact overall repair timelines and are often outside of the claims process.
We appreciate your feedback regarding communication and your overall experience. Comments such as yours help us identify opportunities to improve and better serve our customers in the future.
Best Regards,
Jennifer Smarelli
Easy and prompt communication
Easy and prompt communication. Everything was explained well through the entire claim process.
7. august 2026
Svar fra GuideOne Insurance
Wes,
Thank you for your positive feedback. We're pleased to hear that you experienced easy and prompt communication and that everything was explained clearly throughout the claim process. Providing responsive service and keeping our customers informed every step of the way are important to us. We appreciate you taking the time to share your experience.
Best Regards,
Jennifer Smarelli
Quick response to our fire claim
Quick response to our fire claim - thorough investigation - timely payment.
7. august 2026
Svar fra GuideOne Insurance
Tom,
Thank you for your positive feedback. We're pleased to hear that your fire claim was handled with a quick response, a thorough investigation, and timely payment. Providing responsive service and a fair, efficient claims process is important to us, and we appreciate you taking the time to share your experience.
Best Regards,
Jennifer Smarelli
Svar fra GuideOne Insurance
Kasia,
Thank you for your positive feedback. We're pleased to hear that you experienced quick, easy communication throughout the process. Providing responsive service and keeping our customers informed are important to us, and we appreciate you taking the time to share your experience.
Best Regards,
Jennifer Smarelli
Your agent representative was not…
Your agent representative was not through enough during the policy purchase process. The allowance for repairs being connected to policy value over riding the actual deductible.
7. august 2026
Svar fra GuideOne Insurance
Randall,
Thank you for sharing your feedback. We understand your frustration and appreciate the opportunity to address your concerns. During the claim process, the policy's wind/hail deductible was applied to the covered damages, which resulted in the loss amount falling below the deductible and no payment being issued. The claim findings and coverage determination were reviewed and discussed during the handling of the claim.
We recognize that insurance policy terms and deductibles can sometimes be difficult to understand, especially when a loss occurs. If you have questions regarding your policy coverage, deductible, or how these provisions apply, we encourage you to follow up with your insurance agent for additional clarification.
Thank you again for your feedback. We appreciate the opportunity to serve you and value the insights you have provided.
Best Regards,
Jennifer Smarelli
Guidestone just denied a roof leak…
Guidestone just denied a roof leak claim on our sanctuary of the church. In the same month, we renewed our policy with a 20% increase in premiums with no reason why. I asked our broker to request a reduction in premium and a reason why it went up. No response.
7. august 2026
Svar fra GuideOne Insurance
David,
Thank you for taking the time to share your feedback. We understand your disappointment with the outcome of your claim and appreciate the opportunity to review your concerns. Following an inspection and investigation, the claim decision was based on the findings that the reported water intrusion was related to deteriorated sealant/caulking rather than storm-created damage, as outlined in the claim investigation.
We also understand your concerns regarding your policy premium increase and the lack of response to questions about the renewal pricing. Premium and policy-related matters are handled separately from the claims process. Based on your feedback, we will follow up with the agent to ensure your concerns are reviewed and addressed.
We value your feedback and are committed to providing clear communication and support throughout the customer experience. Thank you for bringing these concerns to our attention.
Best Regards,
Jennifer Smarelli
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