Frequently Asked Questions

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 commercialcustomerservice@guideone.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 either online via My Account or by mailing a check to GuideOne. 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 commercialcustomerservice@guideone.com.

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.

Why was one of the policies in my account removed from automatic payments?

Our new billing system will not allow policies within an account to have mixed payment plans (i.e. one automatic payment, one direct bill invoice). In instances where accounts have mixed payment plans, automatic payments will be removed upon policy renewal. To re-enroll in automatic payments for all policies, visit My Account.

How do I enroll in automatic payments?

Visit www.guideone.com/myaccount and click on “View Billing Details” and “Pay Bill” under the desired policy. Once on the billing screen, there will be an “Enroll in Auto Pay” button on the top right. You will then enter your bank account or credit card information to set up automatic payments. If your policy shows an open invoice with a current amount due, you will first need to pay the invoice and then set up automatic payments for future invoices.

 

How do I stop automatic payments?

Email your request to commercialcustomerservice@guideone.com at least 5 days in advance of the payment due date. We are unable to process automatic payment removal requests within 5 days of the payment due date.

 

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.

 

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 make a payment through my bank?

You do have the option to have your bank submit payment to GuideOne on your behalf. However, it is important to understand that the bank mails a physical check to GuideOne’s Home Office after drafting funds from your account. If you choose the bank-pay option, you will need to account for additional mailing time in order to avoid a late payment.

 

How can I make payments on a cancelled policy?

If your policy has already cancelled, you can make a payment online via My Account, or mail a check to GuideOne. The option to pay by phone is only available for open invoices with current amounts due, and therefore not available for cancelled policies.

 

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.

 

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 commercialcustomerservice@guideone.com.

 

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 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.

 

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 commercialcustomerservice@guideone.com.

Fees listed are those filed nationwide. State exceptions may apply. Please contact your GuideOne agent with any questions.

 

How can I avoid invoice fees?

You will not incur invoice fees if you select the annual payment plan, or if you set up automatic payments (bank draft or credit card) for other payment plans.

 

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.

 

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.