They came out within a day gave us an affair assessment of what it was gonna take to repair and replace our flooring and ceiling. They also were ready to cut a check anytime that there was supplementa... See more
Company replied
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Review summary
Based on reviews, created with AI
What people talk about most
Based on these reviews
We (Spiritual Israel Church)had a great experience with Kylee Felda, property adjuster with GuideOne. Kylee and the GuideOne team was professional, extremely knowledgeable. The GuideOne team (leaded... See more
Company replied
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 addi... See more
Company replied
Company details
Written by the company
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.
Contact info
1111 Ashworth Road, 50265, West Des Moines, United States
- (877) 448-4331
- corporate-communications@guideone.com
- guideone.com
4.5
Excellent
4K reviews
Replied to 96% of negative reviews
Typically replies within 1 week
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Disappointing
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, certainly doesn't feel like they are there for us.
6 April 2026
We've been very satisfied with GuideOne…
We've been very satisfied with GuideOne so far, though the communication during our last claim was a bit challenging. I understand there are many moving parts, but there were many times we didn't receive a response to our calls or emails. We are grateful for all that you do for Hosanna.
6 April 2026
Just the clarity they provided during…
Just the clarity they provided during the call and request.
6 April 2026
The church filed a claim first time…
The church filed a claim first time previous year,but denied. Through an contractor same claim accepted.
6 April 2026
I was totally out of my comfort zone…
I was totally out of my comfort zone with the claim we had for lightning damage. Donna Johnson was my adjuster and was extremely helpful.
6 April 2026
The quickness of getting the claim…
The quickness of getting the claim settled and how well you worked with our roofers.
6 April 2026
Reply from GuideOne Insurance
James,
Thank you for your feedback! We’re glad to hear you were pleased with how quickly your claim was settled and how smoothly we worked with your roofing team. Providing timely resolution and strong coordination is important to us, and we appreciate you taking the time to share your experience.
Best Regards,
Jennifer Smarelli
Great customer service
Great customer service, highly professional and prompt. Exceeded all expectations!
6 April 2026
Reply from GuideOne Insurance
Mike,
Thank you for the wonderful feedback! We’re thrilled to hear that you experienced great customer service that was professional, prompt, and exceeded your expectations. We truly appreciate you taking the time to share your experience.
Best Regards,
Jennifer Smarelli
Prompt and thorough
6 April 2026
Reply from GuideOne Insurance
Chris,
Thank you for your feedback! We’re glad to hear you found our service prompt and thorough. Providing responsive and complete support is important to us, and we appreciate you taking the time to share your experience.
Best Regards,
Jennifer Smarelli
Reply from GuideOne Insurance
Tim,
Thank you for your feedback! We’re glad to hear you experienced good, timely communication from our staff and adjuster. Keeping our customers informed and supported is a priority, and we appreciate you taking the time to share your experience.
Best Regards,
Jennifer Smarelli
Awesome with an ASTERISK in Every…
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
6 April 2026
Reply from GuideOne Insurance
Pastor Willie,
Thank you for the fantastic feedback! We’re thrilled to hear you had such a positive experience across every category—from agent interactions and fair pricing to timely claim responses and consistent check‑ins throughout the process. We truly appreciate your trust and are grateful for the opportunity to support you from beginning to end.
Best Regards,
Jennifer Smarelli
Reply from GuideOne Insurance
Valerie,
Thank you for your feedback! We’re glad to hear you had an excellent customer service experience and appreciate you taking the time to share it.
Best Regards,
Jennifer Smarelli
The timely responses
6 April 2026
Reply from GuideOne Insurance
Ericka,
Thank you for the feedback! We’re glad our timely responses made a positive difference and that you felt supported throughout the process. We appreciate you taking the time to share your experience.
Best Regards,
Jennifer Smarelli
From beginning to end as we navigated a…
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!
6 April 2026
Reply from GuideOne Insurance
Pastor Suzan,
Thank you for sharing your experience. We know how difficult navigating a flood loss can be, and we’re glad GuideOne was able to support and encourage you from beginning to end. We truly appreciate your trust and are grateful you felt supported every step of the way.
Best Regards,
Jennifer Smarellil
Reply from GuideOne Insurance
Jason,
Thank you for sharing your experience! We’re happy to hear the process was seamless and that you felt well taken care of throughout. Providing clear support and a smooth experience is always our goal, and we appreciate you taking the time to let us know how we did.
Best Regards,
Jennifer Smarelli
Reply from GuideOne Insurance
Pastor Martin,
We are so pleased to hear that that you found the experience helpful and informative at every step of the process. Providing clear communication and consistent support is important to us, and we appreciate you taking the time to share your feedback.
Best Regards,
Jennifer Smarelli
Everything was good and all the staff…
Everything was good and all the staff and the outside service where Outstanding Thanks
6 April 2026
Reply from GuideOne Insurance
Ricky,
Thank you for taking the time to share your feedback. We’re thrilled to hear that your experience was positive and that both our staff and outside service partners provided outstanding service. Your kind words are truly appreciated, and we’ll be sure to share them with the team.
Best Regards,
Jennifer Smarelli
They were real easy to work with
They were real easy to work with, very responsive, and fast acting for the claim. I don't think the whole experience could have been any better , great people to deal with. We are glad that we had them for our insurance company.
6 April 2026
Reply from GuideOne Insurance
Dion,
Thank you for taking the time to share your feedback with us. We’re pleased to hear that our team was easy to work with, responsive, and acted quickly to handle your claim. We truly appreciate your kind words and are glad to have been there for you as your insurance provider.
Thank you,
Jennifer Smarelli
Helpful, Knowledgeable Guidance
The representative was very knowledgeable and gave helpful guidance through the process.
6 April 2026
Reply from GuideOne Insurance
Danna,
We’re pleased to hear that Cyndi Harrington was knowledgeable and provided helpful guidance throughout the process. Thank you so much for sharing your feedback.
Best Regards,
Jennifer Smarelli
It took them over 3 months to settle…
It took them over 3 months to settle the claim once the work was complete. It seems that the right had does not know what the left hand is doing,
6 April 2026
Reply from GuideOne Insurance
Eddie,
We’re sorry to hear about your frustration and appreciate the opportunity to clarify.
Once repairs are completed, final claim settlement is dependent on receiving the required documentation, including final invoices and proof of completed work, as outlined in the policy. In this case, the remaining information needed to release recoverable depreciation and final payments was provided in late February. After that documentation was received, the remaining payments were reviewed, approved, and issued within a reasonable timeframe, and the claim was formally completed in March.
Throughout the claim process, there were multiple inspections, estimate reviews, and communications with all involved parties to ensure payments were issued accurately and in accordance with the policy. While this type of claim involved several buildings, contractors, and supplemental reviews—which can add complexity—our goal was to resolve it correctly rather than quickly at the expense of accuracy.
We understand that the process can feel lengthy, and we appreciate your patience. If there are any remaining questions about how the claim was handled, we encourage you to contact us directly so we can review them with you.
Best Regards,
Jennifer Smarelli
Reply from GuideOne Insurance
Flenard,
Thank you for taking the time to share your feedback with us. We’re pleased to hear that our team demonstrated timely handling, professionalism, and kindness while thoroughly addressing your claim.
Best Regards,
Jennifer Smarelli
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