Penn National Insurance

Complaint: ***
I am rejecting this response because:I reached out to the agency again and they are refusing that they can correct the issue. They are saying it's a Penn National issue
Regards,
*** ***

Court Bonds do not have cancellation clauses so
they need to be
released by the Court with which the bonds were filed
We have not placed this bond in collectionThe customer is billed for this bond by the independent agent who represented the customer in the transaction, and not by our companyPerhaps the agent sent this to collection, but we did not, since we are not responsible for collecting the payment
There is no provision in the bond contract form that would allow us to cancelThe only way to
discontinue billings would be for the Principal and/or Agent to contact the Obligee and
request the required release
Our company sent a Request for Bond Release to the Municipal Court of *** County, even though it was not our responsibility to do so, to assist in getting this bond release
We will be canceling this bond flat as of renewal date of 8/21/and
writing off the monies that are owed

We reviewed our detailed files about this account, and offer the following information.This policy renewed 05/12/with a premium of $1,112.00. On 11/1/there was a debit endorsement of $1,processed with an effective date of 9/17/16. The next invoice to issue after the debit
endorsement was process was on 12/12/16. This invoice had a due date 01/01/with an amount due of $925.90. On the account details section of the invoice it shows the endorsement and the corresponding amount due for the endorsement on this installment. It also includes a schedule of future installment due dates. On 01/10/a notice of cancellation for non-payment of premium was issued due to the invoice not being paid with an effective date of cancellation being 01/29/17. When no payment was received the policy cancelled effective 01/29/17. On 02/04/an invoice for the earned premium was issued for $with a due date of 02/24/17. After no payment was received an earned premium letter was issued on 02/24/requesting payment within days. On 9/17/16, we received a Risk Alert Report indicating that *** *** was a Licensed member of the household. It was the ultimately the policyholder's responsibility to notify the Agent back when the son originally got his License

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: Penn National had the right to increase my premium, but failed to communicate with me in a timely fashion Instead Penn National only communicated with my agent who misled me He told me my son would be added at some point in the future and that the bill was not yet due I was not able to contact Penn National since the website does not provide a phone number, just my agents number I am 100% sure that I never received an updated payment schedule, just the bill in mid January for $due 1/ I thought this was for future coverage In the past, my other insurance providers have always billed for future coverage and not past coverage
Regards,
*** ***

Although we empathize with [redacted] over the expenses she faces, we stand by our original conclusion, which was based on the information we gathered and subsequently reviewed in detail. The information that we gathered and reviewed supports our decision.

Our records indicate that a claim was submitted to ISO (Insurance Services Office). which may be
generating the adverse Clue Report. We suggest that [redacted] should contact her insurance agent to inquire about how the claim was reported to ISO and ask if the agent can correct this. The agent...

is the policyholder's service provider and can assist in this type of matter.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].  Although I understand what they are saying, it seems like a cop-out.  You would think that the company would stand behind its name and be able to give some sort assistance.  I even had questions about my bill and the only answer I got when I called the 800- number was "contact your agent".  Someone in corporate or customer service should be able to explain something as simple as a bill increase. I will file my same complaint now against the agency directly.  
Regards,
[redacted]

The following timeline documents our work on this insurance claim and demonstrates our responsiveness to the claimant. This timeline comes from the project notes of the claims adjuster assigned to the file.11-16-2015 Date of loss
11-16-2015 Claim assigned to me. The notice of loss did not...

have
[redacted] name, address, or phone number on it.
11-18-2015 I received a voice mail from the agent providing 
[redacted] phone number.
11-18-2015 I Called [redacted] at ###-###-#### – got voice
mail. Left message for a return call.
11-18-2015 received a call from [redacted] – secured name,
address, phone number. Secured vehicle information and location of
vehicle and sent out appraiser to inspect vehicle.
11-19-2015 – Received voice mail from [redacted] requesting a
call back.  I called her back and got her voice mail and left a message
for a return call.
11-20-2015 – Received estimate and photos for [redacted]
vehicle.  It is a total loss.  However, no offer was communicated as
liability was still pending.
11-25-2015 – [redacted] spoke with my manager Nicole S[redacted]
and Nicole set up [redacted] in a rental
12-02-2015 – I received an e-mail from the multi line rep advising
that investigation was complete and Penn National Insurance has accepted
liability.
12-02-2015 – I spoke with [redacted] to go over total loss
settlement and she advised that she is driving right now and can’t talk and she
advised that she will call me back.
12-03-2015 – I called [redacted] to go over total loss offer
and secure lien holder information.  I got voice mail. I left a message
for a return call.
12-07-2015 - I called [redacted] to go over total loss offer
and secure lien holder information.  I got voice mail. I left a message
for a return call.
12-07-2015 – I received an e-mail from [redacted] with the lien
holder information. She also was asking about replaced transmission adding
value to the vehicle and personal items in the vehicle. I responded to her
asking specific questions about the transmission and personal property.
12-08-2015 – I received an e-mail from [redacted] and
responded with total loss offer and explained total loss process and advised
that the last day of the rental will be 12-15-2015.
12-08-2015 – I received an e-mail from [redacted] providing a
detailed list of personal items that were damaged.  I responded requesting
additional information about the personal property damaged.
12-10-2015 – I set up assignment with [redacted]
(Third Party Vendor) that handles all of the total loss paper work.  I
copied and pasted the lien holder information that [redacted] provided in
the previous e-mail
12-15-2015 – I received a call from [redacted] and I explained
total loss process and advised that the personal property that was damaged
would be handled separately from the property damage of vehicle.  I
advised [redacted] that just providing a list of damaged items is not
providing proof of her loss.  I advised to send some supporting
documentation to prove her loss.  Receipts, photos, etc. I extend the
rental to 12-18-2015 to provide extra time for customer service.
[redacted] 
12-10-2015 – They received my assignment
12-10-2015 – [redacted] sent e-mail to [redacted] advising that they
will be contacting her lien holder
12-11-2015 – [redacted] called lien holder and left a message
12-14-2015 – [redacted] called lien holder and left a message
12-15-2015 – [redacted] called lien holder and left a message
12-16-2015 – [redacted] called lien holder and left a message
12-18-2015 – [redacted] called lien holder and left a message
12-21-2015 – I E-mailed [redacted] with lien holder information that [redacted] provided me originally and that I provided [redacted] initially just to make
sure that have the correct information.
At this time, [redacted] is waiting on a letter of guarantee and a copy
of the title.

level1 lfo1;">The final quarterly
bill was mailed on 10/24, with a due date of 11/13 (as per the installment
schedule that showed on page two of the first system invoice, dated 4/24).
After the 5 day
grace period expired, a Notice of Cancellation for Nonpayment of Premium generated on 11/18, with
a final cancellation date of 12/8.
The customer paid
via a credit card on 11/21, which rescinded the Notice of Cancellation.
Additionally, I’ve
confirmed that the address used for both the invoice and Notice of Cancellation is
correct, and matches all areas of our system - there is no reason why the
customer would not have received it.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Re: File ID [redacted]Dear Ms. [redacted],In response to your request received in our office on 03/25/15, we provide the following information.We have been in correspondence with the NC State Insurance Department about this matter. We are regulated and reviewed by that department to ensure full...

compliance with the laws of the state. To protect the privacy of the policyholder, we cannot disclose any specifics about this matter. If you require specifics, please direct an inquiry to the State Insurance Department, since they have the authority to either disclose or not disclose further information.We hold ourselves to the highest standard of regulatory compliance, and assure you that we are operating consistently with the regulations of the state. The State Insurance Department could provide you with independent verification of our compliance.Sincerely,[redacted]Personal Lines Underwriting Manager Greensboro OfficePennsylvania National Mutual Casualty Insurance Company NAIC # [redacted]Penn NationalINSURANCECc; [redacted] Administrative Assistant

I reviewed this with our billing and underwriting experts, and they provided the following response, justifying the process as correct, accurate and according to rules and regulations:
face="Calibri" size="3">The reason for the complaint is a result of Penn National
applying the short rate because the policy was cancelled by the Insured
midterm. Penn National adhered to the following reasons in cancelling
this policy and applying the short rate. This policy was incepted 4/30/2012 and remained in force
until 12/1/2014 when Ms. Langley submitted a request to cancel the policy. The
request was honored and processed. As such, based on the manuals that are
currently filed with the state of PA PNI will refund 90% of the pro rata
unearned premium. Below please find the breakdown that was computed based on
the filed manuals and cancellation provisions. 
4/30/15  Gregorian date
(365 + 120)          
485                      
4/30/15 Gregorian date (365 +
120)            485
10/30/14  Gregorian
date            
               
- 303                     
12/1/14 Gregorian
date                
               
- 335
                               
                                        ...⇄ />   182                                      �...⇄ />                                         ...⇄ />   150  ÷ 182 = .824(pro rate factor) x .90(short rate factor) = .742
Short rate factor as per ISO
General Rule 10  A 2.a









































































COV

VEH #1

VEH #2

VEH #3

VEH #4

BI

48 X .742 = 36

220 X .742 = 163

68 X .742 = 50

66 X .742 = 49

PD

60 X .742 = 45

275 X .742 = 204

85 X .742 = 63

82 X .742 = 61

UMB

13 X .742 = 10

13 X .742 = 10

13 X .742 = 10

13 X .742 = 10

UNB

19 X .742 = 14

19 X .742 = 14

19 X .742 = 14

19 X .742 = 14

FPB

23 X .742 = 17

107 X .742 = 79

39 X .742 = 29

38 X .742 = 28

CMP

38 X .742 = 28

N/A

51 X .742 = 38

94 X .742 = 70

COL

54 X .742 = 49

N/A

111 X .742 = 72

158 X .742 = 117

TL

4 X .742 = 3

N/Z

4 X .742 = 3

4 X .742 = 3



202 CR FOR VEH 1

470 CR FOR VEH 2

279 CR FOR VEH 3

352 CR FOR VEH 4

1,303 TOTAL POLICY CREDIT FOR SHORT RATE CANC EFF 12/01/14

[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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: I have not received a paid settlement for the total loss of my Vehicle, although the lien holder was paid on the 5th of Jan, there was an amount of 260 dollars left over. I don't know where the remainder of that check went. Concerning the T.V's they were thrown from the bed of the truck along with everything else from the force of the impact, the T.V's were flat screens and I assume it would be common knowledge if they hit the ground with force they would no longer be operable, there has not been any additional items added to the list of things I lost. The majority of the items are in plain view in the Truck bed that I sent pictures of to Mr. B[redacted] including my weed eater, motorcycle shield and other items I had in the truck, Mr.B[redacted] is being deceitful and dishonest in his responses to you, he is not keeping me informed in a timely manner, when I get Emails from Mr.B[redacted] it is always because I have to initiate it. I feel that he has had an adequate amount of time to settle this claim, especially when I have informed him that the tools are detrimental and a requirement for my job duties, and my Supervisor is not sympathetic to fact that I don"t have them. I would like nothing more than to have this Claim settled and over with. Any help you can render me would be greatly appreciated. I also informed Mr. B[redacted] of the change of my address if he decides to claim that as an issue. Hopefully I will hear back from you soon, Thank You for helping me in trying to get this matter resolved.
Regards,
[redacted]

The following timeline documents our work on this insurance claim and demonstrates our responsiveness to the claimant. This timeline comes from the project notes of the claims adjuster assigned to the file.
sans-serif;">11-16-2015 Date of loss
11-16-2015 Claim assigned to me. The notice of loss did not have
[redacted] name, address, or phone number on it.
11-18-2015 I received a voice mail from the agent providing 
[redacted] phone number.
11-18-2015 I Called [redacted] at ###-###-#### – got voice
mail. Left message for a return call.
11-18-2015 received a call from [redacted] – secured name,
address, phone number. Secured vehicle information and location of
vehicle and sent out appraiser to inspect vehicle.
11-19-2015 – Received voice mail from [redacted] requesting a
call back.  I called her back and got her voice mail and left a message
for a return call.
11-20-2015 – Received estimate and photos for [redacted]
vehicle.  It is a total loss.  However, no offer was communicated as
liability was still pending.
11-25-2015 – [redacted] spoke with my manager Nicole S[redacted]
and Nicole set up [redacted] in a rental
12-02-2015 – I received an e-mail from the multi line rep advising
that investigation was complete and Penn National Insurance has accepted
liability.
12-02-2015 – I spoke with [redacted] to go over total loss
settlement and she advised that she is driving right now and can’t talk and she
advised that she will call me back.
12-03-2015 – I called [redacted] to go over total loss offer
and secure lien holder information.  I got voice mail. I left a message
for a return call.
12-07-2015 - I called [redacted] to go over total loss offer
and secure lien holder information.  I got voice mail. I left a message
for a return call.
12-07-2015 – I received an e-mail from [redacted] with the lien
holder information. She also was asking about replaced transmission adding
value to the vehicle and personal items in the vehicle. I responded to her
asking specific questions about the transmission and personal property.
12-08-2015 – I received an e-mail from [redacted] and
responded with total loss offer and explained total loss process and advised
that the last day of the rental will be 12-15-2015.
12-08-2015 – I received an e-mail from [redacted] providing a
detailed list of personal items that were damaged.  I responded requesting
additional information about the personal property damaged.
12-10-2015 – I set up assignment with [redacted]
(Third Party Vendor) that handles all of the total loss paper work.  I
copied and pasted the lien holder information that [redacted] provided in
the previous e-mail
12-15-2015 – I received a call from [redacted] and I explained
total loss process and advised that the personal property that was damaged
would be handled separately from the property damage of vehicle.  I
advised [redacted] that just providing a list of damaged items is not
providing proof of her loss.  I advised to send some supporting
documentation to prove her loss.  Receipts, photos, etc. I extend the
rental to 12-18-2015 to provide extra time for customer service.
[redacted] 
12-10-2015 – They received my assignment
12-10-2015 – [redacted] sent e-mail to [redacted] advising that they
will be contacting her lien holder
12-11-2015 – [redacted] called lien holder and left a message
12-14-2015 – [redacted] called lien holder and left a message
12-15-2015 – [redacted] called lien holder and left a message
12-16-2015 – [redacted] called lien holder and left a message
12-18-2015 – [redacted] called lien holder and left a message
12-21-2015 – I E-mailed [redacted] with lien holder information that [redacted] provided me originally and that I provided [redacted] initially just to make
sure that have the correct information.
At this time, [redacted] is waiting on a letter of guarantee and a copy
of the title.

I have reviewed detailed information about this account with our billing staff members. Our industry is highly regulated, with very strict rules for timing of billing and for documenting notices of cancellation for late/no payment. I have reviewed the documentation, including confirmations of our...

mailings, and my review confirms that we followed all regulatory rules for informing the customer that payment was overdue, for informing the customer of impending cancellation and for all related documentation and proof of mailing and compliance. It would be improper of me to attach copies of these documents, since they show private financial facts and details about this client's account. If we were challenged by the state department of insurance to prove that we had complied with all consumer protection procedures, we could share those private files with the state regulatory authorities. In short, I can offer complete assurance that we have followed all regulatory rules and procedures. If you need to gain a second verification of my statements, I would suggest that you contact the New Jersey State Department of Insurance, since they would have the authority to request and review the customer's private financial files.Please contact me if you have any additional questions about this issue. I respectfully request that based on my statements and on any additional investigation that you might choose to make with the insurance departement, you close this case.
Thank you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Although we cannot reveal specific financial information about this customer or any customer, due to the requirement of protecting the privacy of policyholder financial records, I have provided a PDF that shows copies of the following:
A copy of our invoice to the policyholder
A copy of our subsequent notice of insurance cancellation due to non-payment of premium
A copy of the proof of mailing for the notice of cancellation of insurance 
A copy of the collection letter for the premium balance that is still due from the prior period of the insurance contract that the policyholder did not pay.
Dollar figures, policy numbers and personal mailing addresses have all been redacted due to our requirement to maintain the privacy of such data.
I have also attached a form that the policyholder can use to pursue a complaint with the regulatory authority with jurisdication, which is the New Jersey State Department of Insurance. Each state regulates financial services transactions and operates consumer advocacy procedures. Although we have complied in every way with the regulations in the state of New Jersey, if the policyholder believes otherwise, the policyholder can seek advocacy from the NJ State Department of Insurance. We are required to follow the rules of that authority.
We regret that the policyholder is displeased with what has transpired, but we must inform you that we have followed the letter of every law that regulates the collection of premium and the cancellation of policies.

[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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: while Penn Insurance claims they sent me notification of cancellation I never received it; nor can they prove I did. If I had received this notice I would still be a customer. But since they dropped me without notifying me I do not believe they are entitled to any further compensation. 
Regards,
[redacted]

[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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
I cannot find in any of my paperwork the documentation you posted.  I have found if Penn National decides to cancel the policy but nothing if the customer cancels (nice little booklet). I started doing business with your company in 4/2012, but my policies ran in six month cycles.  My current policy was effective as of 10/30/14 - 4/30/15, I added an additional vehicle on 11/4/14 and changed the deductibles on the other insured vehicles, paperwork was submitted on 11/19/14 to cancel as of 12/1/14.  Nothing in the cancellation paperwork stated your cancellation fee policy.   Also, from what you posted as your cancellation policy that one way or the other Penn National is going to try to gouge somekind of extra fee for terminating service with your company, even if I cancelled before the renewel date of 10/30/14, there would have been somekind of cancellation fee?  I guess it's a win-win for Penn National all around, increase premiums every six months, and burn the customer if they try to take their business elsewhere.  I would like the full version of your cancellation policy,  and  I will pay the difference for 33 days of coverage for the additional auto.  
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I reached out to the agency again and they are refusing that they can correct the issue.  They are saying it's a Penn National issue.
Regards,
[redacted]