GuideOne Insurance (guideone.com) has a 4.5 out of 5 rating on OK.one, based on 102 user reviews collected here. It is listed under Business Services and its reputation is excellent. 86% of reviews are 4 stars or higher and 9% are 1 star; The business has replied to 82% of negative reviews. Last updated 2026-08-10.
What people say
S
SAP · 1 review · Verified · Experienced 2026-07-07 ·
★★★★★
Regretful
The process for making and claim and the management of that claim was substandard. While due diligence is a part of the process, minimal effort was put into truly understanding the work performed to get at a formal conclusion. The claim was filed based on expert guidance of what occurred. I am new to Guide One and really wish I had not changed. When your people are not the number one priority, and the protection of your assets are, who are you really serving. Disappointed, and regretful of my decision to change.
Reply from GuideOne Insurance2026-07-09
Starr,
Thank you for taking the time to share your feedback. We understand how disappointing it can be when the outcome of a claim does not meet your expectations. Our goal is to conduct a thorough investigation and carefully evaluate all available information before making a coverage decision.
In this case, the claim was reviewed through inspections by both an independent adjuster and an engineering expert. We recognize that receiving a decision you disagree with can be frustrating, particularly when you believe the damage resulted from a covered cause of loss.
We appreciate your perspective and understand your concerns. Experiences such as yours remind us of the importance of maintaining a thoughtful, transparent, and respectful claims process for every customer.
Best Regards,
Jennifer Smarelli
J
Jack · 2 reviews · Verified · Experienced 2026-07-07 ·
★★★★★
She explained the claims process…
She explained the claims process clearly and coped well with a few issues which arose.
Reply from GuideOne Insurance2026-07-09
Jack,
Thank you for your feedback. We’re glad to hear that your adjuster explained the claims process clearly and provided helpful guidance along the way. We also appreciate your patience as a few challenges arose during the process, and we’re pleased that they were handled effectively. Thank you for taking the time to share your experience.
Best Regards,
Jennifer Smarelli
L
Larry · 1 review · Verified · Experienced 2026-07-07 ·
★★★★★
Responsiveness to claim
Responsiveness to claim, courtesy of the representative and follow-up. Great clarity in communication and demonstrated professionalism at all times.
Reply from GuideOne Insurance2026-07-09
Larry,
Thank you for your feedback. We’re pleased to hear that you experienced responsive service, clear communication, and professional support throughout your claim. Providing courteous guidance, timely follow-up, and a positive customer experience is important to us, and we appreciate you taking the time to share your experience.
Best Regards,
Jennifer Smarelli
Great communication, great detailed and efficient work from adjuster and great follow-up from insurance agent with any questions.
Reply from GuideOne Insurance2026-07-09
Eileen,
Thank you for your feedback. We’re pleased to hear that you received clear communication, thorough and efficient claim handling, and attentive follow-up throughout the process. Providing responsive support and keeping our customers informed every step of the way is important to us, and we appreciate you taking the time to share your experience.
Best Regards,
Jennifer Smarelli
they were here on the day and the time that said that they would be here. very professional
Reply from GuideOne Insurance2026-07-09
Vivian,
Thank you for your feedback. We’re delighted to hear that our team arrived exactly when promised and provided professional service throughout the process. Delivering dependable, timely support is important to us, and we appreciate you taking the time to share your experience.
Best Regards,
Jennifer Smarelli
Easy to contact and always called back at a reasonable time. They were informative and explained everything. They worked well with the contractor and money was paid on time without problems.
Reply from GuideOne Insurance2026-07-09
Stephanie,
Thank you for your feedback. We’re pleased to hear that our team was easy to reach, kept you informed throughout the process, and followed through on everything as expected. It’s great to know that working with your contractor was seamless and that payments were issued on time without any issues. We appreciate you taking the time to share your experience.
Best Regards,
Jennifer Smarelli
We were a new customer as of March 1st and had a fire in one of our buildings on March 2nd. The company never questioned the claim and was very easy to work with. The claim was handled in a timely manner.
Reply from GuideOne Insurance2026-07-09
Barb,
Thank you for sharing your experience. We’re sorry to hear about the fire so soon after becoming a customer, but we’re glad our team could support you during that difficult time. It’s wonderful to hear that your claim was handled smoothly, without unnecessary complications, and resolved in a timely manner. We appreciate your trust in GuideOne and thank you for taking the time to share your feedback.
Best Regards,
Jennifer Smarelli
Antwan,
Thank you for your feedback! We’re delighted to hear that you had a great customer service experience. Providing responsive, professional support and helping our customers through the claims process is our top priority. We appreciate you taking the time to share your experience.
Best Regards,
Jennifer Smarelli
They answered everything that I needed…waiting on engineering report
They answered everything that I needed but I need to get a copy of the engineering report to verify and go forward with our church repairs.
Reply from GuideOne Insurance2026-07-09
Richard,
Thank you for your feedback. We’re glad to hear our team was able to answer your questions and provide the information you needed throughout the claims process. We understand the importance of having the engineering report as you move forward with your church repairs, and it appears that a copy of the report was emailed to you on July 8. If you have any additional questions, please don’t hesitate to reach out to your claims representative for assistance.
Best Regards,
Jennifer Smarelli
Kylee explained the process completely and was very helpful. Very easy process to receive the replacement funds.
Reply from GuideOne Insurance2026-06-15
Lee Ann,
Thank you for your feedback. We’re pleased to hear that Kylee took the time to clearly explain the process and made it easy for you to receive your replacement funds. Providing helpful guidance and a smooth experience is important to us, and we appreciate you taking the time to share your experience.
Best Regards,
Jennifer Smarelli
Todd,
Thank you for taking the time to share your feedback. We understand how frustrating it can be when communication does not meet expectations, especially during the claims process.
Our Claims team worked to provide updates throughout the handling of your claim, including information regarding estimates, payments, and rental coverage. We are sorry to hear that your experience did not feel that way.
We appreciate you bringing this to our attention and recognize the importance of a clear and consistent experience.
Best Regards,
Jennifer Smarelli
S
St. Nicholas Orthodox Church · 1 review · Verified · Experienced 2026-06-03 ·
★★★★★
All's Well That Ends Well
Sam Schaben was our representative and proved very helpful along the way. Although there was a bit of confusion about the role of the on-site adjuster (Travis Graham) and the representative, after a few meetings, they figured things out.
I realized through this experience that we had to be very knowledgeable about industry standards and had to advocate for ourselves. If we had not done our research, the end result would have been unsatisfactory.
Again, we are very appreciative of the time and efforts Sam Schaben offered in assisting us with our claim.
Reply from GuideOne Insurance2026-06-15
Keith,
Thank you for sharing your experience. We’re glad to hear that Sam was helpful and provided strong support throughout your claim. We also appreciate your honest feedback regarding the initial confusion around roles and the need to advocate for yourself—insights like this are important and help us improve communication and clarity for our customers. We’re grateful for the effort you put into the process and truly appreciate your recognition of Sam’s time and dedication.
Best Regards,
Jennifer Smarelli
Pastor Toby,
Thank you for your feedback. We’re glad to hear that you found our staff easy to work with and professional. Providing a smooth and supportive experience is important to us, and we appreciate you taking the time to share your experience.
Best Regards,
Jennifer Smarelli
S
Stan · 1 review · Verified · Experienced 2026-06-03 ·
★★★★★
Good service
Good service, Communication, fast response, guidance, follow through.
Reply from GuideOne Insurance2026-06-11
Stan,
Thank you for your feedback. We’re pleased to hear you experienced good service, clear communication, and strong follow-through. Providing prompt, courteous guidance throughout the process is important to us, and we appreciate you taking the time to share your experience.
Best Regards,
Jennifer Smarelli
D
Daniel · 1 review · Verified · Experienced 2026-06-03 ·
★★★★★
Everyone I talked with about our claim…
Everyone I talked with about our claim was very professional and helpful. Our claim was resolved in a very timely and satisfactory manner.
Reply from GuideOne Insurance2026-06-15
Daniel,
Thank you for your feedback. We’re pleased to hear that our team provided professional and helpful service throughout your claim, and that it was resolved in a timely and satisfactory manner. Delivering a smooth and responsive experience is important to us, and we appreciate you taking the time to share your experience.
Best Regards,
Jennifer Smarelli
Karen,
Thank you for your feedback. We’re pleased to hear you experienced professional service with a quick response. Providing timely and reliable support is important to us, and we appreciate you taking the time to share your experience.
Best Regards,
Jennifer Smarelli
Our claim did not reach the deductible amount; therefore, the claim was never processed. However, the claims rep, Cindi Harrington, and Mike Sellers, from Travelers Boilerre were immediately on it! Also, they followed up with us as we were waiting for additional invoices. They were awesome!
Reply from GuideOne Insurance2026-06-09
Kathy,
Thank you for sharing your experience. While your claim did not move forward due to the deductible, we’re so glad to hear that Cindi and Mike responded quickly and stayed engaged throughout the process. Their proactive follow-up and support clearly made a difference, and we truly appreciate you recognizing their efforts. We’ll be sure to pass along your kind words—they’ll mean a lot to them.
Best Regards,
Jennifer Smarelli
B
Brian · 1 review · Verified · Experienced 2026-03-06 ·
★★★★★
Guide One was easy to work with to file…
Guide One was easy to work with to file a claim and stayed with me until the work was completed and paid for. It was a very efficient and effective process, especially being my first claim with the company.
Reply from GuideOne Insurance2026-06-09
Brian,
Thank you for your kind feedback. We’re glad to hear that your claim experience was easy to navigate and that our team stayed engaged through completion. Providing a smooth, efficient process—especially for a first claim—is important to us, and we appreciate you taking the time to share your experience.
Best Regards,
Jennifer Smarelli
S
Steve · 1 review · Verified · Experienced 2026-06-03 ·
★★★★★
Cyndi Harrington handle our claim…
Cyndi Harrington handle our claim completely by Email. We tried to connect by phone and with my job and her hours it never happened. She did an outstanding job with handling the claim by email pictures and quotes from the contractor.
Reply from GuideOne Insurance2026-06-09
Steve,
Thank you for sharing your experience. We’re glad to hear that Cyndi was able to effectively manage your claim through email and provide clear, detailed communication using photos and contractor quotes. We understand schedules don’t always align, and we appreciate your flexibility—it's great to know she was able to deliver such strong support throughout the process.
Best Regards,
Jennifer Smarelli
Doug,
Thank you for your feedback. We’re glad to hear you experienced clear and effective communication throughout the process. Keeping our customers informed is a top priority, and we appreciate you taking the time to share your experience.
Best Regards,
Jennifer Smarelli
