Statement on AFR Street Talk article

08/05/2025

Media speculation was published overnight regarding strategic discussions between Guild Insurance and its adviser that contains inaccuracies.

Guild Insurance has grown strongly in recent years outpacing the broader insurance sector and delivering healthy underlying profitability. In doing so it has maintained robust operations and a strong Balance Sheet as independently recognised by AM Best who assessed its Financial Strength Rating as A- (Excellent).

Guild Insurance partners with key representative bodies across the health care, community services and broader Australian business sectors delivering tailored and trusted insurance solutions that put our customers first. This is achieved by continually reinvesting profits into product and service improvements for our customers and utilising technology to improve affordability of our premiums while continuing to respond to regulatory changes.

Like any business, we consider opportunities to work with others to accelerate realising the potential of our business. We seek advice to assess the merits of possible strategic relationships that may create value for all our stakeholders, including our customers, by enhancing our unique model, culture and sector focus.

Thank you.

Regards,

Scott Simmons

About Guild Insurance

Since being established in 1963 by the Pharmacy Guild of Australia, the values of Guild Insurance have been guided by the Pharmacy Code of Ethics. Honesty, integrity and professional excellence help to drive Guild's success.

These principles mean we take the time to ask the important questions. We're committed to understanding what our customers want, need and value.

We’ve got all the vitals covered:

  • we’re an Australian Prudential Regulation Authority (APRA) regulated insurer
  • we have an A.M. Best rating of A-stable outlook
  • we work with over 130 associations
  • we insure over 80,000 customers across Australia
  • we are 100% Australian owned

 

Customer Reviews

We regularly survey our customers to find out if they would recommend Guild Insurance based on their experiences with us. Here are some of the latest responses we've received:

Dentist Claim

01/01/24

Quote IconAs a practitioner and building owner, I have used Guild Insurance and have been satisfied with all claims made from lodgement through to completion of remedial work and finalisation of the claim.

Childcare New Policy

19/11/23

Quote IconProcess was simple, smooth and easy! As a new provider, it was so helpful having an experienced person on the other side of the phone, discussing my insurance needs with me.

Pharmacist Claim

11/01/24

Quote IconMeridian (Guilds legal partner) were absolutely amazing. So personable, easy to talk to, professional and kind. They checked on me frequently and went out of their way to make...

sure that not only my claim was progressing (which took over a year) but also that I was mentally going ok. I cannot speak highly enough of Joanne and Lauren and their team. Absolutely incredible. Made a really awful situation bearable and I felt so supported.

Physiotherapist New Policy

04/24

Quote IconVery helpful customer service over the phone and the hub is great and easy to use.

Fitness Renewing customer

04/24

Quote IconGreat products/policies and support. The website is easy to navigate and I can access the information I need.

Speech Pathologist Renewing customer

04/24

Quote IconGuild have always been really easy to get in touch with, get answers to my questions and have been helpful with general advice....

when I've been unsure of what policies I've needed.

 

 

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Our Customer Experience Program

Customer Satisfaction Scores

     

    At Guild Insurance, we believe in supporting our customers every step of the way. That’s why we’re thrilled to share our digital customer satisfaction scores below. These scores reflect how satisfied our customers are with their ability to get a quote, purchase a policy, or make a claim online.

    Scoring Scale:

    Excellent

    80-100

    Outstanding satisfaction

    Good

    70-79

    Above-average satisfaction

    Average

    60-69

    Room for improvement

    Below average

    <60

    Immediate attention needed


     

    *Claims Lodgement YTD*

    87.25

    (Outstanding Satisfaction)

     

    *Quote & Buy Liability YTD*

    89.20

    (Outstanding Satisfaction)

     

    Share Your Experience

    We genuinely value your feedback! If you’ve had a positive digital experience with us, or if you think there is something we could do better, we’d love to hear from you. Share your thoughts through our Feedback Form here.

    Charity Donations & Competition Prizes

    We value our customers’ opinions. That's why after a claims experience, we invite them to share their thoughts by completing a survey. As a token of our appreciation, we donate to one of two wonderful charities: Very Special Kids or the  John Pierce Centre - Spirit of the Deaf. To date, we’ve made meaningful contributions to these causes.