Frequently Asked Questions
The following billing and payment options will be available for new accounts on Dec. 7, 2020. For existing accounts, these billing and payment options will be available at renewal. Since BillingCenter is currently NOT available for Commercial Package Policies, Umbrella Policies and Business Auto Policies in AK, DE, FL, HI, ID, ME, MT, NV, NH, NM, NY, RI, SD, UT, VT, WA, WV and WY, these billing and payment options are not available for these policies in these states. For questions about billing and payment options, please contact your GuideOne agent or GuideOne’s Customer Care Center by calling 1-877-448-4331 or emailing firstname.lastname@example.org.
Fees listed are those filed nationwide. State exceptions may apply.
Can my agent make changes to my billing details?
Agents are not able to make changes to your billing details online. To enroll in automatic payments or update your automatic payment method, please visit your online customer account at www.guideone.com/myaccount. Contact GuideOne's Customer Care Center by calling 1-877-448-4331 or emailing email@example.com to make any other payment plan changes or to update your contact information.
How can I access my policy’s billing details?
You can view your account's billing details, including payment plan and the date and amount due for your next payment, on your online customer account. www.guideone.com/myaccount to access your account or to sign up for an account.
My policy canceled due to non-payment. How can I get it reinstated?
For reinstatement, you will need to make a payment for the outstanding amount due on the account. Our Customer Care Center Representatives will receive notice that a payment has been submitted and will review for possible reinstatement. For questions regarding the reinstatement of a policy canceled due to non-payment, please contact GuideOne's Customer Care Center by calling 1-877-448-4331 or emailing firstname.lastname@example.org.
Please note a $25 reinstatement fee will apply.
I previously received one invoice for my policies, but now I receive multiple invoices. Why the change?
Our new billing system, BillingCenter, is not available in all states and for all policy types. This means that accounts in certain states may be on two different billing systems with different capabilities. Policies that were previously billed together may now be split into two invoices. For example, a commercial package policy and workers’ compensation policy in Florida have been billed on one invoice in the past. As of the current renewal, the commercial package policy and workers' compensation policy are now on two different billing systems, resulting in two invoices: one invoice for the commercial package policy and one invoice for the workers' compensation policy.
Please contact your GuideOne agent or the Customer Care Center at 1-877-448-4331 with any questions specific to your policies or state.
Can I change my payment due date?
You are unable to select your payment due date. If you have questions regarding special billing arrangements for your account, please contact GuideOne's Customer Care Center by calling 1-877-448-4331 or emailing email@example.com.
Can I pay my bill with a credit card?
As soon as your existing policy is set up for renewal or a new policy is issued, you will have the ability to pay with credit card! To make a credit card payment, visit your online customer account at www.guideone.com/myaccount or call 1-877-448-4331 to pay by phone.
If I have automatic payments set up, will I still receive a bill in the mail?
If you are enrolled in automatic payments, you will still receive an invoice in the mail notifying you of the date and amount of your next payment deduction. You can also access your upcoming payment schedule on the Billing Details page of your online customer account at www.guideone.com/myaccount.
How do I change or update my payment plan?
You can enroll in automatic payments and update your automatic payment method online in your customer account at www.guideone.com/myaccount. To make any other changes to your payment plans, you must contact GuideOne’s Customer Care Center by calling 1-877-448-4331 or emailing firstname.lastname@example.org.
If I mail a check, will it be considered an on-time payment if it is postmarked by the due date?
For a payment to be on time, it must be received by GuideOne by the payment due date, regardless of postmark date.
Is it possible for me to make special payment arrangements for my policy?
The global COVID-19 pandemic has affected many businesses and organizations. Please contact GuideOne's Customer Care Center at 1-877-448-4331 to discuss special payment arrangements on your account.
Can I make an additional payment on my policy If I am enrolled in automatic payments?
Yes. You have the option of making additional payments if you are enrolled in automatic payments. To make an additional payment, log onto your online customer account at www.guideone.com/myaccount or call 1-877-448-4331 to pay by phone.
Can I view my past payments?
Your online customer account at www.guideone.com/myaccount does provide a view of past payments, as well as your upcoming payment schedule including date and amount due. From your account home page, select the policy on the left menu and click View Billing Details to view past and upcoming payment information.
Will I be charged a late fee if my payment is late?
Yes. A late fee of $10 will be applied to any payment received after the due date.
Why do I have more than one installment fee, even though my policies are included in one bill?
With the launch of GuideOne's new billing system, installment fees are now charged per policy rather than per invoice. If you have two policies included on one bill, there will now be a separate installment fee charged for each policy, instead of one fee for the total bill.
Is there an additional fee for credit card payments?
GuideOne is working with a third-party payment vendor, One, Inc., to process credit and debit card payments. One, Inc. charges a fee per credit/debit card transaction and it will be applied during the payment process.
Is there a fee to reinstate a canceled policy?
Yes. A reinstatement fee of $25 will be charged for any policy that is reinstated as a result of cancelation due to non-payment.
Does GuideOne charge a fee for insufficient funds?
Yes. A fee of $25 will be applied to any payment with insufficient funds in the bank account when the payment is drafted.
Have additional questions on how to pay your bill? Check out the Billing & Payment Options page to learn more.