Guideone Sucks Customer Reviews and Feedback
GuideOne Insurance is a niche-market insurer based in West Des Moines, Iowa, and is one of the largest church insurers in the United States. The company is licensed in all 50 states. As of year-end 2019, the company had a total surplus of $455 million.
Jonathan mentioned, "We have had GuideOne for our church, we have filed 2 claims in the 10 years I have been there. One they never paid claiming that blowing rain caused it. The other our cottage for missionary to stay in pipe burst and they claim we should have left the heater on. They also claim to be Christian but I don't think Christians should treat anyone this way."
Customer Care Associate (Current Employee) says"In this position, you are basically a slave. No benefits, on the phone all day. If you actually take your legally required breaks, you will get in trouble. If you aren’t best friends with the managers and suck up, they’ll treat you like you’re the scum of the earth- and good luck moving up. If you didn’t go to Yale, they don’t care about you. Other companies in the area pay much better for the same role, with less favoritism and actual benefits because they actually care about their employees. This place does not.Free lunchTerrible management, no benefits, lack of job security"
Office Assistant (Former Employee) says"Over 2 years, no raise even when requested. Owner would not allow workers to do their jobs without hovering over them. Work was not difficult, he was!"
Enterprise Sytems Engineer 1 (Current Employee) says"What hurts this company most is poor middle management, senior leadership is descent. Unfortunately the new SLT has not been able to change the poor culture which is caused by poor lower level managers. No advancement unless you are part of the boys club, Senior Leadership is working hard to change things.Free LunchesPoor Benefits, Middle Managers Lie to Employees, Low Pay"
Business Analyst (Current Employee) says"Company laid off - sold business so i would not recommend this job to a friend or anyone else. Was a nice place to work at one time but definitely has changed in the last several years."
Customer Service Representative (Former Employee) says"A typical work day would be walking on egg shells, never knowing if today was the day you were going to be let go. There is a particular supervision that 'loves to fire people'. Its so bad that its actually a saying or joke within the company and dept.Free lunchWill be laid off or forced to quit"
N/A (Former Employee) says"Due to years of poor leadership, GuideOne is paying for past sins with shrinking revenue, deteriorating agency partnerships, expensive and poor technology, and a culture that is completely apathetic. New management is untrustworthy."
BA (Current Employee) says"Wonderful people who truly believe that they are doing good, but leadership is constantly making stupid, knee-jerk decisions. And the decisions they usually make are not well thought out and they don't take advice from people who are knowledgeable into account.Free lunch"
Enterprise Systems Engineer (Current Employee) says"Been there 10 years and the culture has change. It's all about how fast can you get the project done. No matter how you feel. Even though they say you voice matter.Free lunchWork life balance isn't there"
Adjuster (Former Employee) says"Really good people I worked with on my team There was a lot of work which required a lot of hours The fellow workers care about their jobs and doing well for the customer"
Programmer II (Former Employee) says"There are a lot of changes going on within the organization. Their effort to balance work and personal life is mentionalble, but the company is going through many changes now"
Remote Claims Adjuster (Former Employee) says"Not enough claims adjuster to handle the work load. People at the table making the decisions do not listen to the ones doing the work. Worked more than 40 hours a week.Work from HomeNot a real diverse company."
Analyst (Current Employee) says"Both management and staff are very friendly and laid back. This is both good and bad. It can be difficult for those who are used to a more agile work enviornment. Meetings seem to require a certain amount of chit chat before you can get everyone focused. The current allocation of resources seems skewed. Some people have little work and seemingly no deadlines while others are over burdened by meetings and workload. If you are on the project side of things meetings typically do not adhere to any schedule. Start late, run long etc. I rated the overall job security and advancement for the company as low in part due to the current restructuring and expense reductions, as well as the focus and energy being placed on a change to their commercial lines policy adminstration system. The company wants to grow, but until the new system is up and running it will be difficult to get support on any other projects or typical run work. Management is often unavailable because they are consumed with meetings. If you are in a position where you can work on your own that isn't a problem. If you are in a position where management needs to sign off or provide feedback before you can move forward, then that can become a roadblock.Free lunches, Vacation package is generous, Great managers and people to work withI've heard people complain that the healthcare is expensive, I didn't utilize so I'm not able to speak to it myself."
Claims Adjuster (Former Employee) says"You hit the ground running when you arrived at work: returning voice mails, reviewing new claims, mail, making calls, etc. There was never a moment when you were looking for something to do except when the computer system crashed. I learned a lot in my 9 years there: I went from an adjuster of first-party and multi-line claims to a liability adjuster, handling complex auto claims, many involving attorney-represented clients. Determining liability was my favorite part of the job: I love the detail of it and deciding by the data gathered who I felt was at fault for the accident. The more complex an accident was, the more interesting it was to me. The hardest part of the job is the occasional stress and the workload. I worked many (unpaid) hours just to "keep up" and it still wasn't enough at times. But it was a personal choice I made in order to provide the best possible customer service I could. I was dependable: I always returned my voice mails and followed up on problems which arose, tracking down a solution to the best end for the customer. My supervisor got few complaint calls about me because I really cared that I did my job well. It was a career, not just a paycheck.Good benefits, pay, good management at lower level.Workload, office politics"
-- (Former Employee) says"No two days are the same, which isn't always a good thing. If your number is pulled to be disliked, work environment becomes borderline more unbearable. Peers were great, but lack of transparency by middle and upper management made it difficult.Free lunchFor an insurance company, insurance benefits were lacking"
N/A (Former Employee) says"Okay until you suggest something that the manager didn't think of themselves and it is fine for managers to behave a certain way but those beneath god forbidFree lunch, Free parkingHypocrisy and favoritism for sure"
CLAIMS AND SALES REP (Former Employee) says"okay place to be an insurance agent but at the time it had too limited of markets and was hard to compete with other agencies that had more products for customers"
Business Analyst II (Former Employee) says"Management for the BA space was unable to make decisions. The culture was great and the best thing was working remote was almost a given. Nobody micromanaged your time or work and you were allowed to give feedback to make processes improve."
Senior System Analyst (Former Employee) says"As of the time I left, the company was in the middle of replacing all the legacy cobol systems with GuideWire's full suite of products ( policy admin, claims, billing). The current direction of the company is Guidewire based.Free parking, free lunchCompany is currently going thru a culture change"
Technical manager, Lead Systems Analyst (Former Employee) says"The company provided a free lunch at the onsite cafeteria. I was able to assume additional responsibilities during my tenure at GuideOne. The most challenging aspect was the tendency for people to form "clicks"."
Pastor Derrick says"I am so displeased with your services. After nearly 8 month our church sign is not fixed. We recently receive a check from your company but it was not according to the agreement. My representative was Brian Baskin and for a while I could not contact him or your company. No one would return my call. I spoke to my rep in Waco and she indicated that she could not contact anyone as well. Then after months she call and said we would receive a check and that we were to contact a sign company in hopes that the amount was enough. The initial agreement was with a company you all recommended and after signing the agreement we have heard nothing from them either. We are holding the check because we feel we can not trust your company any more. I believe GuideOne is not operating in integrity."
Rebecca says"To begin with, this claim took months to get someone out and assess the damage. Then, when it was decided that an engineer would come out and review what the first inspector found, this took another month. Once the engineer and inspectors assessments were into your office, it took several months and repeated phone calls, emails and letters to get ANYONE to speak to us. We still could not get anyone at Guide One to give us any answer except, "it's being reviewed and someone will get in touch with you in a few days." Those few days took MONTHS!!
Secondly, every time anyone from Guide One called or emailed, they spoke to us as though we were criminals. Our church has been paying thousands of dollars every month for years with very little incidence, yet the first time we have a major claim, we received a lot of delays and intense scrutiny. As it were, the claim didn't pay enough to do anything needed from the recent storm damage. As a matter of fact, we have YET to have Guide One pay anything EVER that was enough to cover any of the damages done - that we've paid tens of thousands of dollars to insure.
I would not now, or ever recommend Guide One to any company, church or person. Guide One, you should be ashamed of yourselves for the treatment of long-time clients in good standing!"
Don says"6 months to get adjusted.no feedback on unknown increase in deductible!!"
Dora says"The response time in all aspects was incredibly slow to non-existent."
dave says"WE HAVE PAID FOR YEARS AND YET YOU WOULD NOT COVER OUR WATER DMAGE"
Dennis says"We had to fight and really work hard to get a fair claim settlement from Guide One. Our 30 years of virtually claims-free experience with the company was no advantage. I would not recommend Guide One to any potential insured organization."
Danny says"Our church experienced a claim. The first adjuster came out and was convinced there was no hail damage even though all metal surfaces on roof were pitted from hail damage. He spent more time in attic looking at water damage and was certain the roof wasn’t at fault. I don’t know in your area but in mine water doesn’t run uphill. I contested the claim and the second adjuster was no more helpful than first. Long story short we received no help from insurance yet all bonded roofers in area noted hail damage as well. Take into account premiums always paid on time in full! But I guess this is how your company makes its profit.Your company and adjusters is a far cry different than our local companies which we will be reaching out to."
Jerry says"wouldn't pay out damages. cost more than wanted to give"
Jimmy says"Terrible. The adjuster lied and we were turned town for any claim. I will not recommend Guide one to anyone. Thanks and May God bless you."
Judy says"The first time we went with Guide One they came to the church, walked through and sat down with us. They gave us a quote and we accepted it. A few weeks later we were told the quote was incorrect. They would honor it for that year but it increased after that. We recently asked for a quote on a vehicle insurance policy and was quoted $500. A few days later he said that was a mistake and it actually was more than $1,200. This is bad service and we will be looking for another insurance company. The agent is not punctual in getting back to us."
Vickie says"We received a check in the mail for only $300+ For the damage to our church building with no written explanation of the findings of the adjuster. I did receive a call but was unable to understand everything that was being said."
Ron Williams says"Water line broke right outside the wall of the basement of our church and flooded the basement through the wall. I felt from the start that Guide One was probably not going to pay for the claim after speaking with a representative. I do understand that there are guidelines to follow and not everything can be covered. The pipe literally burst within 3 feet of our basement wall, but was deemed not covered. I will have to say that everyone I spoke with from the start of it was real nice. The adjuster was also nice and professional. But being honest I am disappointed in the coverage and our church has paid thousands upon thousands of dollars in insurance to Guide One."
Brianna says"we filed a claim on a roof after it was inspected we were told it was hail damage, After he sent in paper work to Guide One that adjustor said that hail damage was only half the roof. As of today we sill don't have a roof the parsonage."
Donna says"My church family and I are/were very disappointed that we did not receive any financial support from GuideOne for the claim that was filed due to the mold and mildew that our church sustained due to COVID-19.
However, the representative service was pleasant and prompt.
Donna Jones, Collins Chaple UMC"
Barbara says"The information was slow in coming and never offered. It was left to us to ask the right questions to obtain all the information. We waited over 2 months because our adjuster ( who we thought was the person who came to see our damage, which turned out not be our adjuster) not once made contact. We had to call and email asking what was happening with our claim. After the adjuster had all the information and documentation she asked for it took weeks to hear we were not covered. Not being covered is not what upset us, it was the fact that we waited 2 months to move ahead with the repair, only to find out something that should have been determined in the first weeks of talking. Communication was way to long and not forthcoming at all."
Michael says"It did take a long time to get the results on our roof, though the results were very thorough."
Pastor Ray says"SLOW AND PAINFUL PROCESS WITH A GREAT LACK OF COMMUNICATION AND FEAR! HOPE I NEVER HAVE TO FILE ANOTHER CLAIM! EVER!"
Marjorie says"It was difficult to get a response to my or our contractor's emails and calls in less than 2 weeks. At one point, our local agent had to intervene on our behalf. Payments were efficient. Thank you."
Pastor Herman says"our claim has not been settle as of yet,there is still things wrong with our stolen van and the appraiser has not contacted me about it."
Roy says"Not a direct GuideOne failure, but a hired consultant claims adjuster took an extremely long turn-around, a month I think. Would like to see if GuideOne could put plans in place so long delays by outside adjusters do not impact service levels."