A note to our clients during this difficult time:
During this time, we are continuing to prioritize providing the best customer experience to you while ensuring the safety of our team. Our team members are all working from home but will continue to support all of your needs, and can be reached during our normal business hours:
Monday - Friday, 6 am - 4 pm PST
Participant: (888) 344-5188 and firstname.lastname@example.org
Plan Sponsor: (888) 228-3491 ext. 2 and email@example.com
Key things to note:
- You may experience higher than normal call wait times and email reply times due to an increase in inquiries.
- A state government shelter-in-place order is directly impacting our headquarters in San Mateo, CA, and due to this order the processing of requests involving postal mail will experience significantly longer turnaround times. All our teams are set up to work from home so please work with a Guideline Customer Success team member for alternative options if you have recently communicated with us by mail.
- For your safety, please remember that Guideline will never request credit card, bank, or payment information over the phone, via text, or email. Unfortunately there have been reports of phishing and scams taking advantage of the COVID-19 situation - please stay informed on the latest.
Please check this page often, as we will continue to post updates as the situation evolves or see this article to learn more about the CARES Act and withdrawal options available.