Penn National Insurance

My husband was involved in an accident with one of the clients of Penn National Insurance in Aug of 2015. While trying to reach them for any information, they would not return the calls within a reasonable time frame. In Oct when the work was finished on the vehicle, Penn National didn't want to make the payment of over 8K to the repair shop. They claimed our insurance was paying for the repairs yet they had hired a contractor to approve the claims and adjustments made on the repairs. After finally getting in touch with our attorney who contacted them, they finally paid.

Review: A deer hit my car at 7:00 pm on Sunday, January 11. We phoned Penn National the next morning. Representative phoned me the morning of Tuesday, January 13 to get more details. Wednesday, my husband took the car for a damage estimate. Thursday morning, [redacted] came to look at my car at 8:30 am and immediately said that scratches on my right door rear panel were, in his opinion, a separate claim, and he only submitted a quote for repair for the front panel. I phoned Penn National immediately to complain that Adjuster, basically, was suggesting that I was trying to submit additional damage that would mean he was suggesting I was committing insurance fraud. I was very upset and wanted to report this, however, I had to leave a message, as representative was not in the office. Penn National returned my call today, at which time I was told that a decision had already been made in agreement with [redacted]. We were even contacted to discuss. My driving is exemplary and there was no damage to my car prior to the deer incident. My complaint to you is that Penn National and the [redacted] are in cohoots to save money at the expense of my reputation, and I will not stand for it.Desired Settlement: I want all damage submitted as part of my claim. They have no right to tell me they are only accepting a portion of it.

Review: I contracted with Penn National for a renter's policy in May 2013. The policy was purchased through [redacted]. In September of 2014, I called [redacted] and asked them to cancel the renter's policy because I decided to contract with another carrier for that benefit. I was told that I had to sign a form that they would send that out to me. I never received the form, called them again and spoke to [redacted] of [redacted]. She indicated she would send out a form. I never got it.

I then contacted Penn National and requested a policy cancellation. They referred me to [redacted] saying that ONLY the independent agent could request the cancellation. I do not believe this should be the case since most other insurance companies allow the insured to contact them directly and manage their accounts. To date I have been wrongfully charged for coverage that I don't want, don't need and can't seem to cancel. I would like Penn National to formally cancel the policy.I want to terminate the monthly debiting of premiums from my checking account. I also believe I am entitled to a refund from Penn National for 126.56, the amount I have been overcharged from September 2014- March 2015.Desired Settlement: I want Penn National to stop debiting my checking account for a policy I want to cancel and refund 126.56 for funds taken from my account from September-March for after I repeatedly tried to cancel the policy in September.

Business

Response:

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

Review: Penn National Insurance had been my auto insurance company for the last six years. Recently they cancelled my auto policy because I didn't send in a payment. However, I never received the cancellation notice that their office claims was sent. When I happened to call them to ask how much time I had to pay the bill, they said as of the day before my policy had been cancelled. When I asked if I could have grace the customer service representative said no. I had to take a day off from work because I had no cover until I could secure another auto insurance company. To add insult to injury, I was sent a bill for $224.21 for what Penn claims is what is owed them. While they claim they sent a notice of cancellation, I never received one. After six years of no claims and playing them, they dropped me without any concern and now they want $224.21 from me. Their customer service representatives were not only rude to me but also my insurance broker. They are threatening to submit this to a collection agency. I would really appreciate your help with this matter.Desired Settlement: With your help, I want this charge of $224.21 to be dropped and no further contract with Penn Insurance.

Business

Response:

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.

Consumer

Response:

[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]

Review: [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,

Business

Response:

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 policyholderA copy of our subsequent notice of insurance cancellation due to non-payment of premiumA 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.

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because: I never received the cancellation notice which would have prevented my auto policy from being cancelled. I have forward the required form to the NJ Dept of Banking and Insurance today. Please advise of next step. Thank you.

Regards,

Review: On 11/20, I received a notice of cancellation from Penn National stating that I was past due on a payment. The company claimed that a bill had been sent on 10/24 but I did not receive it. After I made a payment online through the company's online billing system, I contacted customer service and received a message from the customer contact center claiming that the "payment would be posted" on my online account. The company never clarified which payment that was, the balance due or the balance I had already paid. I still have not received a response and refuse to pay for the same balance twice in a row.Desired Settlement: I would just like to know why the October bill was not sent and why this company refuses to offer any assistance to the situation. I would also like to know why there is a lack of communication and understanding between the insurance company and the customer. It is very frustrating.

Business

Response:

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.

Consumer

Response:

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,