ComplaintsforPenn National Insurance

• Initial Complaint

  08/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  A customer of Penn Nation hit my car and this company has not been helpful at all. I have been calling them back for two weeks with leaving voicemails with no return phone call back. My paperwork states to call *********************, which I have done as well as company phone number. The law states I have two years to decide an answer on totaling out my car, however the company seemed to think different and now will not respond to my calls. I am simply requesting help and a phone call back to get this situation taken care of. Their client HIT MY CAR and they are suppose to be taking care of this.

• Initial Complaint

  08/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company was suppose to insure my home they sent out an adjuster who evaluated my property and gave a list of things I needed to repair I asked the agent would this cancel my policy as I did not want my home to be without homeowners insurance she was said that was a far chance I explained I’m having repairs done at this time and the gentlemen did not call first she sounded confident in her answers and said I should cancel my current and she would reach out to my mortgage company as I told her my insurance is paid through my mortgage she said she would contact them that was 7/17/23 . I called my mortgage come 7 days later to give her time to call which she never did so that was a sign they were not going to insure me on 08/04/23 I received a text from her that Penn National would not be insuring my home and would be cancelling my policy which was fine no fight on my end but today 08/25/23 I received a bill for $207 dollars the reason I wanted a different homeowners insurance was for a lower rate now I have a list of things to fix and a bill for a company that never insured my home this is really unfair and I’m dismayed as I already have hardship and this has created more issues than none

  Business response

  09/26/2023

  We understand that insurance can be confusing. One of our agents issued a new business homeowners policy for *********************** on 7/13/2023, subject to eligibility requirements and home inspection. An inspector was sent to the property on 7/13/2023. As per our process, our billing system generated an invoice for the full amount of the premium on 7/14/23, with a due date of 8/3/2023. Meanwhile, based on the inspection, the property did not fall within our underwriting eligibility requirements. On 7/25/2023, our underwriting department asked the agent to place the coverage with another carrier.

  Amount credited back to the policy was $1035.00. Notice of cancellation of insurance was mailed on 8/7/23 with the effective date of 9/17/2023 so that ************************ would not be without coverage until she was able to obtain other coverage.  See screenshot for information on the cancellation of insurance. Amount of $1,035.00 was credited back to the policy was $1035.00. An invoice for earned premium of $207 was issued on 8/15/2023 with due date of 9/5/23. This pro-rated amount covers the period of 7/13/23 through 9/12/2023, during which time Penn National Insurance was insuring the property.

  There was a substantial difference between the rate we proposed and her current rate, so the pro-rated premium for $207 would have been less than her previous premium. It seems that there may have been some miscommunication between the agent and ************************ regarding our eligibility guidelines. We apologize for any confusion this process has caused. We encourage our customers who may have questions about their billing to contact our Customer Contact Center.

  Customer response

  09/26/2023

  Complaint: ********
  
  I am rejecting this response because:

  I never dropped my previous insurer and I’m not confused at all about the process. I told the rep I was not dropping my current insurer until I knew I would be covered and if I did drop them now I would be without insurance. My coverage with ***** has been continuous without lapse and is paid through my mortgage company which can be verified in the documents above and they can call as well. This $207 for a property that was never covered by them is ridiculous. 
  
  Regards,
  
  ***********************************

  Business response

  09/26/2023

  We are sorry about the confusion and the issues you have experienced. According to a screenshot, that you provided, of a text between you and your agent(?), they are providing you with confirmation that the policy was issued (which means it was binding and in effect on the date the agent submitted) and that you should cancel your existing policy immediately. We are simply going by our records and process, once a policy is submitted for issuance.

  Customer response

  09/26/2023

  The policy was not in effect and I was still covered by my insurance and I’m not confused this is robbery without a gun because I don’t and have never paid my homeowners insurance directly it is paid by my mortgage company which seems as if they have refused to pay you because again I’m in fact covered by another company and never dropped coverage I do not owe for anything because my home was never lapsed in insurance and legally if something were to have happed ***** would have been the insurers

   : ********

  I am rejecting this response because:
  
  Regards,
  
  ***********************************

• Initial Complaint

  07/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  June 7, 2023, my vehicle was rear-ended by a Penn National insured driver. The customer service representative assigned to the claim #*******, ******** *******, has not resolved this claim to my satisfactory. It has been 15 business days, 19 days total, since I was advised by *** ******* that my reimbursement check for having my vehicle towed was mailed out. (I asked for electronic payment and was told that they don't offer it.) I've called and left numerous voicemails asking for a stop payment, since it hasn't been received and gotten no response. I've also requested to speak with a supervisor or manager, no response. This is the contact information received in the email received on 6/19/23; *** ******* Claims Representative I Penn National Insurance P.O. Box 3880 Harrisburg, PA 17105 Phone: ###-###-#### Fax: ###-###-#### Email: ********@pnat.com This accident has caused a great inconvenience, as I am father of 3, and I not only need my car repaired, but to be reimbursed for monies used out of pocket.

  Business response

  08/01/2023

  ****************** was paid for the property damage initially on June 19, 2023 per the appraisal, which did not include the towing.  The initial check for the $2,430 towing bill was sent to him on June 26, 2023. Apparently, it did not reach him as a stop pay was placed on the check on July 18. and reissued on July 18.  That check was receivued by him and cashed on July 21, 2023.  Both payments were sent to the correct address.  A supplement for his vehicle was also paid on July 20, 2023.

• Initial Complaint

  06/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Penn National Insurance wont respond to my open claim .I have a claim open with them two weeks ago.Very hard to contact adjuster ************* or his supervisor,I left messages and sent emails to him no response? Im driving with broken windshield for two weeks.One of the Penn National Insurance costumer (********************************. fro Philadelphia)damage my car .No contact with ************* very ignorant. After I sent him email that I will get the lawyer,he responded once .His supervisor never call me back.What kind of company is this?I see a lot people complaining about them to BBB. My car was not even two months old when the incident happened.He told me to take to any body shop to get estimates.I told him I will take to dealer where I bought the car he really quick assign adjuster.Since dealer sent them a estimate and his adjuster showed up I have no contact with ************* or his supervisor.Where I should call to get this claim resolved?

  Business response

  06/12/2023

  The claimant reported this loss to our after-hours service on May 24 and the claim was assigned on May 24. ************ attempted to reach both parties on the same day.  He spoke to ****************** on May 25, and obtained her statement. This loss involves rocks allegedly falling from the insured vehicle.  She alleged her vehicle was not drivable, and ************ requested an appraisal on May 25.  He called our insured again on May 25, and left a voice mail. ****************** provided photos of the insured vehicle and drivers information, but no photos of rocks on the truck, only rocks on the side of the road where they pulled off. 
  
  The insured returned the call on May 31, but did not reach ************. He called the insured back on May 31 and left another message. Please note this was during the Memorial Day holiday weekend.
  
  ***************** provided the police report number on May 31, and the report was requested.  ****************** was advised of the status on that same day that we were still investigating and had not been able to get in touch with the insured.  ****************** told ************ that she was losing time from work for this accident, but per the photos, her vehicle was drivable.  In addition, ****************** has insurance coverage of her own with ***** ****.  She obtained an estimate for nearly $6,000, which does not include the cost of the windshield.  Our appraiser wrote an estimate for $1,983.79. 
  
  *********** confirmed liability on June 8 with our insured and payment was issued on the same day to ****************** for our appraisal amount.  ****************** has been approaching our insured asking them to pay the difference. 
  

  Customer response

  06/12/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  I went with my insurance,I want deal with Penn National very unprofessional.I did open the claim with Penn same day May 24 2023 after 9am. I got the person  name just in case,************ called me next day after hrs.around 4:40 .They changing facts.I did take off from work to get estimate from the dealership,because my car is new.Never got in touch by phone with anyone from Penn ,they just don’t pick up the phone.I don’t want anything to do with this company.I sent the pictures off rocks.Soon I called police driver start cleaning the rocks some fell on the side off his truck.I see on BBB site that people have same problems with Penn National Insurance.
  
  Regards,
  
  *************************
  

• Initial Complaint

  01/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle was hit on the rear end from s driver from Penn National on November 10, 2022. The driver only showed vehicle information but not his own and did not show the insurance policy number. I needed to retrieve their policy number from the Police. After contacting Penn National on November 11, 2022 the agent - ************* assure me he will take care of my case. I have been initiating contact twice or three times a week nobody pick up their phone no matter how many Voicemails i Left and their promise is to return a call as soon as possible. This is the First LIE!!! Never received a phone call from them.Have been continued calling around the Christmas Holiday - everyone's voicemail was on the Holiday Message. I have been patiently waiting till the end of January / almost 3 months/ and needed to report the insurance to the ******** Insurance Administration. After that I received a letter from the agent - MJMODI that I need to be patient for them to be able to talk to the driver. I have been patient for 3 months already after the collision and there is NOBODY doing anything this claim to be resolved. MJMODI and everyone from Penn National clearly lie that they will contact the victim but they never do. I need them to pay me for disturbance and not be able to drive my car that is been damaged for 3 months!

  Business response

  01/30/2023

  On November 11th, 2022 **. **** reported that her vehicle had been damaged in a rear end collision by a driver operating a vehicle owned by our insured business, *************** *********.  The specific insured vehicle involved was not specified nor was the name of the driver.  Therefore we were unable to confirm coverage for the loss at that time.
  
  We contacted our insured business on 11/11/22 to request information regarding the reported accident.  We were advised that the appropriate point of contact would respond in time.   We also spoke with the complainant on 11/11/22 and obtained as much information as possible.  The complainant was able to identify the insured vehicle involved but not the driver.  We were advised that no police report was filed.  We placed a follow up phone call to the insured on 11/14/22. 
  
  We spoke to the complainant again on 11/29/22 at which she requested we help her estimate the damages to her vehicle.  We dispatched an Appraiser to do so.  
  
  We made another attempt to gain information and obtain the fact of loss from our insured on 1/5/23.  We were again advised to await a call back.  Our next conversation with the complainant also took place on 1/5/22.  We advised her that our investigation was ongoing and we had not yet been able to confirm what she had reported.  Later that same day, we spoke to the Chief Financial Officer of the company we insure.  He had recommended that we contact another employee named ****************************  ********************* stated he had some photos and a police report.  However, it was quickly realized that he was offering information about a completely different accident with a different vehicle insured under the auto policy.  He did not have any relevant information about this particular reported accident.  ********************** then stated he would put in contact with another employee that *** be able to assist.  He did not follow through on that promise however. 
  
  We followed up with the Chief Financial Officer of the company we insured again on 1/5/23, 1/11/23, and 1/24/23.  We have yet to receive a response.
  
  In summary, to date the only information we have regarding this incident is what the complainant has reported.  However, the complainant has not been able to provide a preponderance of evidence needed to demonstrate that our insured is legally liable.  ************ National Mutual Casualty Insurance Company has not been able to confirm that the operator of the vehicle involved should be considered an insured under the policy issued to *************** *********, and therefore, liability coverage is still in question.  Our investigation remains ongoing. 

  We have also provided this information to the ******** Insurance Administration. Tell us why here...

  Customer response

  01/30/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 18947661
  
  I am rejecting this response because: The statement provided from Penn National is not correct. Its absolutely not true that they rely solely on my statement. The vehicle that rear ended my vehicle belongs to their insured company- *************** ******** as it can be seen from the attachment with provided Vin number and driver ID. 
  The driver himself involved in the accident refused providing the insurance policy / I did obtained the insurance policy from Police Station with the attached car registration/. Its up to this company and Penn National to find out who drive that car on November 10th,2022 at 4.30 pm!

  The fact is my vehicle was rear ended by a vehicle from *************** ******** that is insured from Penn National. 
  I simply need this claim to be resolved. Its been causing me impeccable damage to my everyday life since I can not use my vehicle for 3rd month already!

  Regards,
  
  *******************

  Business response

  01/31/2023

  We understand ************** frustration and appreciate her patience as we worked diligently to connect with the insured company involved. We were able to finally connect with the owner of *************************, and found that the driver has been terminated, but admitted he was at fault in this incident. A check in the amount of $939.27 was issued yesterday, Jan. 30. 2023, and **. **** should receive the check in seven to 10 days. When **. **** takes her car to the repair shop, she should call ** the day before, and ** will be happy to arrange a rental car for her.  We will pay the reasonable amount of days, according to the appraisers estimate.
  

• Initial Complaint

  01/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Several months ago I was involved in an accident in which the driver in front of me rear-ended someone suddenly because they were not looking at the road. They did not see the driver stop and hit them without breaking, thus giving no indication that they were about to stop suddenly. I hit my brakes, only going about 15 mph at the time, and normally the car would have stopped but the ABS caused it to skid into the car in front of me that initially caused the accident. I wrote to the insurance company about the situation, I wrote to the other party's insurance company (for some reason they also reached out to me for a statement), and I even filed a complaint on ******** safety concerns page (which I relayed to the Penn National agent). I did not hear back from either ******* nor the other party's insurance company. The only information I received from Penn National was that I was at fault simply because I hit the other person regardless of the reason or circumstances. They did not address the ABS issue or the fact that I attempted to contact ****** about this problem. I asked Penn National to contact me about this but did not hear from anyone after that. I never got to speak with anyone about the details of the accident or present my case. I filled out the dispute form but was unable to get it to go through. Since my insurance premium went up, I feel that it is unfair that this decision was made without speaking to me directly and getting all of the relevant information.

  Business response

  01/27/2023

  This specific accident occurred on December 13, 2021. The claim was reported by the insured online and we made immediate contact with her. The insured reported that she rear-ended another vehicle and stated she was in the process of accelerating. We obtained an appraisal / estimate of damages and issued payment to our customer on December 22, 2021, nine days after the loss.

  If you require additional information, please let us know.

  Customer response

  01/30/2023

  This response fails to address the specific details that I laid out in my statement. The two attachments show that not only did I explain to the agent exactly why I felt that I was not at fault, but that I was denied the opportunity to speak to anyone further about the incident. Just because a person rear-ends someone does not automatically put them at fault, even if Maryland is an at fault state. There are plenty of cases where this does not apply. A vehicle stopping suddenly without braking falls under that potential category. I'm also concerned that the company just lied, saying that my only statement was that I was accelerating. I guess that was the only part of my statement that could make me seem at fault out of context. This is a problem. I pay for fair coverage, not to be devalued to a case number without any specific representation. 
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  *********************************
  

  Business response

  02/02/2023

  We understand that the claimant may feel that she is not at fault, and her premium was increased because of the accident. 
  She stated in written correspondence that:
           She was one of a line of vehicles stopped at a red light.
           The light turned green and vehicles began to move.
           There were several car length between her and the vehicle in front of her
           The vehicles in front of her stopped abruptly
           They were accelerating and she struck the vehicle in front of her
           There was nothing she could do to avoid hitting the vehicle

  
  We are regulated by Maryland rear-end collision laws. In general, TR 21-310 provides that a driver of a motor vehicle may not follow another vehicle more closely than is reasonable and prudent. A safe distance is defined as an adequate amount of room to safely stop your car, even without warning, and regardless of a mechanical failure. In one of the text messages the claimant attached, the claims representative also informed her of this:  We would still be responsible for the vehicle that was rear ended. We still have the greater duty to maintain a safe distance behind the vehicle in front of us and keeping a proper look out.

  The claimant also stated that she strongly feels that the ABS may have failed or not operated as she thought it would. This would be difficult, if not impossible to prove. It appears that she may have wanted us to explore or pursue with ******* This is something we would not undertake given the facts of this loss.

  It appears the claimant also feels that her premium should not have increased due to this particular loss. Premium is based on many factors, including, but not limited to, market rate, age of driver, age of car, type of vehicle and loss history. Any changes in these factors may have contributed to a premium increase, and may not be specific to this particular claim.

  Regardless of the assumption that the ABS was not working properly, the facts of this claim render a basic and straight-forward assessment of liability and an at fault conclusion.

  Customer response

  02/03/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
    [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

   Complaint: ********

  I am rejecting this response because:

  It appears as though the insurance agent does not understand how this works. It appears as though this insurance company is not responsible enough to follow through on claims and would rather go with the basic assumption that because something happened there is only one answer to the problem. It appears that this company also does not realize that a failure in the mechanics of the car would not automatically result in being at fault. It appears that the agent does not understand what it means when I said that I was an appropriate distance away. An appropriate distance is one car length per 10 mph. It is not reasonable to assume that people stopped a red light would be more than this distance away at the time that they begin to move. It appears that the insurance company has an unrealistic expectation that people drive excessively far away from each other in traffic, and that this company clearly does not understand what is an appropriate distance. It appears that the people making this decision should go back to driving school and relearn what an appropriate distance actually is.

  For the record, I was never under the assumption that you would contact ******* nor did I ever state anything to that effect. I said that I personally contacted them and did not hear back. I do not appreciate the snarky speculation on your part. And also for the record, the premiums went up specifically because of this incident and no other reason. That was clearly stated in the letter that I received. Don't insult me by thinking that I don't understand how this works because I do. I do my research too. Your company is obnoxious and not customer friendly and there is a reason that I dropped you in the past. I'm sorry I ever decided that it would be a good idea to go through Penn National again. I don't even know why you have employees because honestly, if this is the way you handle your cases, you can just have a computer make these decisions. Clearly nobody is smart enough to think about the actual issue and make sensible choices based on what really happened. The things that I put in my statement - the same things that you just restated in your response - are all valid concerns about the circumstances of the accident. I said that I was an appropriate distance behind the other car and your response was to tell me that I was not. You weren't there so how can you even claim this as fact? I would have been happy to hunt down video footage of the accident to prove my case. I took pictures of the skid marks and everything but clearly that would not make a difference. 

  Well here's this one final bit of information for you. The driver in front of me was ON HIS PHONE when the incident occurred. The driver in front of me ADMITTED THAT HE WAS AT FAULT when he got out of the car. He profusely apologized to myself and the person in front of him, whom he hit first. He then FLED THE SCENE because he did not have his insurance on him and had to be tracked down by the police. And you say I was at fault. Bull. I will be taking this further. 

  *********************************

  Business response

  02/10/2023

  The claim was handled in a timely and appropriate manner within service, industry and legal standards. Claims payments totally $14,248.54 were paid to the insured and the body shop of choice to repair the damage to the insureds vehicle and the vehicle the insured hit.

  This claim more than likely did contribute to the premium increase. However, as stated in the previous response, many other factors go into rating the premium, including, but not limited to, market rate, age of driver, age of car, type of vehicle, and loss history.
  

  We understand the insureds frustration and point of view that the insured is not at fault. Our position is based on the fact that the insured rear-ended a vehicle. That the insured stated that the car stopped suddenly or the driver was on his phone or uttered that it was his fault is not a consideration under the law or coverage. As the claims representative told the insured: We would still be responsible for the vehicle that was rear ended. We still have the greater duty to maintain a safe distance behind the vehicle in front of us and keeping a proper look out. Thus, the at-fault determination.

• Initial Complaint

  01/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Penn National is my insurance company, on 11/19/2022 my vehicle was totaled, a 2015 ****** ******. I was told multiple times by my insurance claim representative ***************************** ********************* that my vehicle had been paid off to the lien holder ***** ***** ********************** As of today01/15/2023 that is not the case. My vehicle has been accruing interest and I have been continuing to have to make monthly payments on this vehicle due to Penn National not paying the vehicle off as I was told they would.

  Business response

  02/06/2023

  We received their claim and promptly began the adjustment process. We issued an equity payment $16,367.62 to the insured into their bank account on Dec. 22,2022. We issued the lien holder balance on January 8, 2023. However, the lien holder, ***** ***** ******* ****** *****,indicated they misplaced or did not receive it around Jan. 14. We re-issued the payment of $9,527.45 (Check # **********) on Jan. 9, 2023. The check was cashed on Jan. 19, 2023. Copies of the receipt of payment transfer and check issued are attached.

• Initial Complaint

  10/14/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My car insurance switched from ******* insurance to Penn national insurance. I cannot ever get through to an agent. They have no problems taking my money from my account but when I needed to change things on the policy I got the run around. When I call now, they put me on hold for over an hour. I try and try every day. No response. I now have no car insurance and all the money I've paid to them in the last two years is wasted. They will want me to pay a fee to get reinstated with them. This is ILLEGAL BRIBERY

  Business response

  10/20/2022

  We are very sorry to hear of our customer's frustration. We researched our customer's records and found the following information:

  09/26/2022        ***** insured called to have October invoice  removed from  EFT and is looking for a cheaper rate and cant make payment.  Conferenced to agents office.
  
  09/29/2022   ********* from agents office called to confirm October payment was removed from EFT.
  
  10/03/2022    ***** insured called left a voice mail with *************************** who transferred the ** to the CCC.  CCC returned a call, the insured wants to cancel her policy pro  -rated.  She is not getting any callbacks from ******* who has since left the agency.  Conference insured to *********'s voice mail.
  
  10/17/2022   ***** insured called wants to confirm her entire policy is removed from EFT. Yes it is.  She is trying to get her policy cancelled.  Transferred to agents office.
  
  Today I reached out to ********* at the agents office.  She spoke to the insured yesterday who moved to Tennessee and has now moved back to Virginia.  ********* processed an address change back to Virginia and then will send the cancellation request to image.  I asked for a copy and will forward to the processing center and asked it if could be rushed.

  Customer response

  11/03/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  So these CROOKS take my last payment, even though I cancelled, they promised my last month payment and i FULLY EXPECT IT
  

  Regards,
  
  ***** ****

  Business response

  11/03/2022

  We are sorry to learn of the policyholder's dissatisfaction. We have reviewed our records relating to this account and have confirmed that the appropriate procedures were followed.

• Initial Complaint

  07/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I found out from my bank that Penn National opened an insurance policy on my house without my authorization. They refused to show me where I signed any document authorizing a policy in my name. They refused to cancel the policy at my request. They would not refund money from my escrow account paid for a policy that is not yet effective/ for which no coverage is in force yet - the effective date is end of this month. They said I must work through the insurance agent that issued the policy even after I explained repeatedly that the agent in question does not answer their phone and has not returned messages. They refused to forward me to another department that looks at fraud and hung up on me when I asked if I should file a complaint with the police since they were not helping me resolve what is clearly not a legitimate policy. I want this policy cancelled and the escrow refunded directly to my escrow account as this has already cost me hours to investigate and none of it is due to any fault of mine.

  Business response

  07/19/2022

  We researched this issue, spoke with the customer's independent agent, made several phone calls, advised that the policy was cancelled, apologized, and explained that during our prior call, our CSR was unable to see the cancellation notification in the billing system. But we advised the customer that we are issuing the refund, and the customer said that is satisfactory.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩