Improvement at Guild Insurance

Our commitment to you

On this page, you can view information on the work we're doing in response to customer feedback, as well as provide further insight into why issues reported in this feedback occur the way they do. We want to be as transparent as possible, and we hope this is a helpful resource for you.

We value and take your feedback seriously. Each month, we receive customer evaluations from surveys asking how they would rate their experience with us. From these comments, both good and bad, we examine each response and address them to ensure we are always improving for you, our customer.

Above all, we’re invested in ensuring your feedback and concerns are not only heard, but taken on board. By looking through the items on this page, you can see that even if an issue may not be solved yet, we have heard you and are actively working towards a solution.

The opportunities for improvement discussed on this page are by no means an exhaustive list, but they do represent a snapshot of what’s on our radar to help resolve. At Guild Insurance, we want our customers to have the support they need through whatever they may face; and this page is just one of the ways we can ensure that you don’t have to go it alone.

What you've told us

What we're doing

Faster contact time

Frustrations around wait times for call response are a common theme in customer feedback, with phone wait times taking longer than usual since the pandemic’s onset, especially at peak times, such as lunch hours.

New PolicyHub!

To avoid waiting on the phone, most customers can access the newly launched PolicyHub.

We have been working hard to create a more efficient and multifunctional PolicyHub for you to use and complete tasks that will save you time and energy. PolicyHub is a self-service portal, where you will be able to seamlessly discover and self-manage your insurance needs digitally, anytime. The new and improved PolicyHub offers:

  • Simpler login - your choice of email or social login
  • Improved security - new 2-step verification process
  • Central dashboard - you can now see and manage all of your policies in one spot
  • LiveChat - option to communicate directly with a Trusted Advisor from within PolicyHub
  • + many more!

Customers want to hear from us more often

We’ve received feedback from customers that they only hear from us when it's time to renew their policy. At Guild, we pride ourselves on making sure we go above and beyond for our customers, and want to provide as much value as possible year-round.

Here for you

Regarding feedback that we’re only in contact when your policy is due for renewal, we take part in many activities and initiatives to ensure we provide as much value for our customers as possible.

RiskHQ email program –
This is a quarterly newsletter that contains relevant articles to keep you aware of risks to your business or profession, with actionable tips that can help reduce the chance of a claim against you. If you don't receive these, please check your spam folder, or contact us to check you're on the list.
Events and conferences –
 We attend and sponsor over 80 events a year with our association partners, providing presence and support to many professions throughout the year. If you ever see us at an event, feel free to stop by for a chat, and we can answer any questions you may have.
Association webinars and programs –
 Make sure you stay up to date with what's going on in your association, as we could be guest speaking at various seminars and webinars to support your association and profession.

You can also jump on RiskHQ anytime to read any relevant risk articles to you and your profession.

Delays in reinstating policies

Currently, the process to get reinstatement requests approved is more complicated than it could be, which can result in delays. When it comes to processes like reinstatement, we want them to be as simple as possible for our customers and therefore have identified this as an area for improvement.

Simplified reinstatement process

Currently, we’re investigating ways of streamlining the reinstatement process to minimise delays which can feed into wider frustrations about long wait times. 


Confusion at the outset of a claim process

We want to ensure customers who lodge claims have access to helpful resources from the moment they need it. With so many weather events occurring in recent years, the team at Guild have identified a need for a quick provision of resources for claiming customers.

Resources for you

Claims toolkit

To help ease the stress levels of customers facing a claim right off the bat and address the issue of wait times, we’re in the process of creating a “claims toolkit” that provides guidance on whatever immediate issues the customer may be facing, e.g. “My premises has water damage on the carpet – what should I do?”

As part of this initiative, we also want to provide useful details of relevant suppliers – for example, window repairers, plumbers, and more. This will help give customers the information they need, when they need it. 

Online claims information

You can find out more on how to make a claim online here. On this page, you can lodge a claim at a time that is most convenient for you, rather than potentially needing to wait on the phone during business hours. 



I'm overseas - How can I contact Guild?

Most overseas customers cannot access the Guild Insurance website for self-service and information due to security issues. It’s also not possible to contact us on our 1800 or 1300 numbers. This has proved to be an issue for our customers who, while overseas, need to contact Guild.

New contact number for overseas customers

We have listened to the concerns of our overseas customers and have introduced a new phone line for them. Our international customers can now call Guild Insurance on +61 3 9103 2592.