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Business Profile

Insurance Companies

Penn National Insurance

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Penn National Insurance's headquarters and its corporate-owned locations. To view all corporate locations, see

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Penn National Insurance has 7 locations, listed below.

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    Customer Complaints Summary

    • 23 total complaints in the last 3 years.
    • 9 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/28/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Their policy holder ******** Plumbing did faulty work that lead to the dishwasher flooding out the main level. The entire main level and neighbor's was affected. Plumber determined it was their fault and they filed a claim. Issue happened on the 13th, claim was not processed until the 18th, plumber said they would handle the dryout and replace the flooring that never occurred. Penn National sent a third party estimator out on the 24th. I work in insurance and know how they operate from a contractor perspective. I am handling ****** victim issues. Penn National has done nothing, they sent an obtuse letter out telling us to pay for mitigation and repairs which is unreasonable it is a six figure job. There is no guarantee of reimbursement or funds in place. The adjusters never respond. The adjuster on file quit, his supervisor is conveniently on training for weeks on end, we contacted **** the supervisor's supervisor and have gotten no call back. Based off the BBB ratings how are you allowing companies like this to operate??? There should be criminal charges. We are both high risk, Sayed is 82, *** is 67 with immunological issues and thyroid problems. How is the state and government allowing insurances like this to stay open? Why is there no criminal charges placed against the execs? The State insurance board of ** agrees that Penn National is not doing their part. The contact person for NC state insurance is ****** **********.We cannot afford 75K+ or whatever the costs end up being with no guarantee this company will ever pay back and we should not have to take a loan out to handle damages their policy holder created.They have a D rating on BBB I have never seen that before in my life. You people need to do something more than just sending a letter that resolves nothing.Please note ****** letter per state insurance board is nonsensical. "reasonable" by insurance terms is bait to push costs off on homeowner. **** quit already as well!

      Business Response

      Date: 04/09/2025

      The policy in question was set to renew automatically. Due to a miscommunication between the policyholder, agent, and Penn National Insurance, the policy was not cancelled before the automatic renewal date. After reviewing the account,we have cancelled the policy effective February 13, 2025, halted automatic payments, and refunded all previous payments received after the policy cancellation date.   

    • Initial Complaint

      Date:01/07/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Paid 135 a month for car insurance. Contacted *** and asked for it to be canceled July 2024..she said she would and never asked for any other documents. They continued to take automatic payments out until Dec 2024. I was able to prove I had other insurance and *****,employee admitted to remembering I called to camcel yet company refuses to reimburse me from July to Dec for payments take without authorization

    • Initial Complaint

      Date:12/11/2024

      Type:Order Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Insurance company not paying for damages caused by there work men doing a replacement of heating units in my home in ***************The company that did the work has this insurance company liability,This happen July 23 , They dont return my calls .The damages were about $18000.00

    • Initial Complaint

      Date:12/05/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have complained to 3 people in the office and no one has help me with trying to resolve a car accident that was caused by Penn National Insurance holder . I was hit from the side causing all kinds of body injuries that I have been told that it wouldn't cause me that much pain. The agent who is handling my case ****** ****** I asked her to give my case to someone else. I requested that her supervisor help me and no one will help me. I have disturbing emails that shows unprofessional behavior without resolution. I know for a fact I will not be given a just amount because of how they already are treating me. I need help from someone at Penn National Insurance or someone to stop this emotional abuse of playing games with someone's life. I was affected by this car accident physically , financially and emotionally I'm just being treated bad because I can't afford a lawyer.

    • Initial Complaint

      Date:12/03/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      In September I filed a claim for hail damage to my roof. This company immediately sent a letter stating that there was not a hail storm within 180 days when it was. The representative that I am working with sent an immediate response and proof of the hail storm yet no response. I called so many times I am so disappointed in the unprofessionalism. When I called I asked for a supervisor only for them to tell me that they really cant render that information. This far, the current representative continues to ask to be called the next day only to continue to be unavailable. At this point, I am aware that they are simply running the clock so that my claim would no longer be within the qualifying threshold. This company is a scam. I am paying but they do not plan to cover a thing and they know it. I have been nothing but patient it does not take 90+ days to address the matter. They are giving me the runaround.

    • Initial Complaint

      Date:09/30/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On September 11, 2024 I dropped off my car at a collision center to start repairs on my car. Since then theres no answer either to me or the collision facility to release the payment in order to get my car. The car is already fixed and there been multiple calls from the collision facility to release the payment and penn national insurance is not responding

    • Initial Complaint

      Date:09/17/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I got into a car accident on July 15, 2024. Penn National Insurance's appraiser from looked at my car and estimated my car repairs would be a total of $3989.57. However, the collision shop - 821 Collision - is estimating the repairs would be a total of $8633.50. It was later discovered that Penn National Insurance is attempting to fix my vehicle at a cheaper rate, with cheaper parts, and is not following the guideline's of my car's manufacturing company ******* for repairs. It is two months later and I still do not have my vehicle and repairs have not begun because Penn National Insurance is refusing to agree with the collision shop's repair plan although their insured is at fault.

    • Initial Complaint

      Date:05/02/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      In November 2023 I added a vehicle to my policy. In January 2024 I reported it stolen and got a police report which I sent to **** National. An agent called and let me know a claim had been put in and the total amount paid would be $6700. I would receive paperwork I needed to fill out and return. Couple days later she informed me she was leaving and turning my info to ************* another agent. ** ended up calling saying the same thing about amount and process. About 3 days later he called should the police report date was incorrect and claim could not be paid unless it was correct I informed him I would speak to the officer he informed me either way they still might not complete claim. In which I did and resubmitted the paperwork. Then called back and Bj asked when was vehicle purchased I told him in Aug 2023. Couple days later i received letter in mail stating the vehicle was not insured 7-14 after purchase then claim is no good. I then reached out to **'s supervisor who never said anything about purchase days just that she doesn't see the new police report. I emailed her the info to her email and never heard anything since from either one. April 2024 I found out my kids father had insurance on the vehicle from Aug-Nov 2023 and Nov I added to my policy. Which I have sent the insurance info to the supervisor ***** as well and still no response. From what I'm getting they don't to cover the policy and payout.

      Business Response

      Date: 05/03/2024

      The car was recovered and the policyholder has been notified where it can be picked up. Since the vehicle was found there is no basis for a claim. As a result, we have closed the file and communicated the status with the policyholder.

      Customer Answer

      Date: 05/06/2024

      No one told me the claim was closed until I reached out you you all. I had been calling and leaving messages for weeks. Friday I finally got a call I talked with the company that has car. And was informed that as of Thursday they owed the vehicle because no one from insurance company had called or come to look at car. They want over a thousand for the car now. I feel the company should went and looked to make sure vehicle had no damages. The car place said windows had been down and rained and had mold in mildew inside. I feel the company should go look then make decisions not just close claim and not inform me of anything.

    • Initial Complaint

      Date:01/30/2024

      Type:Order Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 9-4-23, we were rear-ended while sitting at a red light in **************. The guilty party's insurance was Penn National. The guilty driver was a 16 year old girl on a restricted license. The ** State ******* wrote her a ticket and explained she would have to appear in court.The Penn National claim number is 09141784.Our insurance is State Farm. We paid the $500 deductible and State Farm paid the rest of the $4,211.36 total in repairs. After repairs were complete, State Farm sent the subrogation demand paperwork to Penn National on 10-17-23. Penn National acknowledged receipt on 10-18-23. Despite numerous attempts to contact Penn National, there has been no response, to either State Farm or myself or my wife. It is now 1-30-24. State Farm informed me that they will take the case to arbitration. Meanwhile, we are out our $500 deductible. The State farm claim number is 13-55R6-95J..The "desired resolution" would be for Penn National to: 1) acknowledge communication and 2) pay the subrogation demand. This was a clear case of guilt on the part of the Penn National insured.......black and white.......no wiggle room. Penn National is simply playing the delay game.

    • Initial Complaint

      Date:01/12/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We were involved in a motor vehicle accident in September 2023 in which we were at fault. During the process of filing this claim with Penn National (our auto insurance carrier), we became aware of an alleged auto claim against us from 6/2023. We had no prior knowledge of this claim and were never contacted regarding this claim. Penn National paid this claim out to ***** **** without informing us and this was a false claim. When speaking with one of the Penn National employees, **** ***, he agreed that this claim was false and detailed several discrepancies within the claim, such as the vehicle color being different from mine. He contacted us from his personal cell phone and share information that he told us he was not allowed to share but wanted us to know about the claim. He said he was going to stop payment of the claim, contact his supervisor and the ethics board and follow up with us. We didn’t hear from **** again. I reached out to two other individuals at Penn National and left messages. ****** ******** finally returned my call and informed me that this was an accurate claim and we were found at fault and the claim was paid out to ***** ****. She put me on a 3-way call with me, her and **** *** in which he denied ever relaying any information regarding the falsified claim. ****** said she would reach out to the underwriter to see if there is anything that they can do but we are now unable to get a response from her. Again, we were never informed of this claim and this event did not occur. ****** stated we are not allowed to obtain any information regarding the claim even though **** *** shared this information with us previously- name of the other individual involved, discrepancies in the complaint, etc. Penn National claims to have mailed 3 letters to us but no letters were received. They claim that they did not have our correct phone number on file to contact us via phone.

    Penn National Insurance is NOT a BBB Accredited Business.

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