Complaints

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

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  Penn National Insurance

  2 N 2nd St Harrisburg, PA 17101-1619

• 

  Penn National Insurance

  500 Penn Center Blvd # 700 Pittsburgh, PA 15235-5711

• 

  Penn National Insurance

  PO Box 2257 Harrisburg, PA 17105-2257

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  Penn National Insurance

  PO Box 3880 Harrisburg, PA 17105-3880

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  Penn National Insurance

  3200 Northline Ave Ste 300 Greensboro, NC 27408-7611

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.

• Initial Complaint

  Date:01/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  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,
  
  *********************************
  s 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

  Date: 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.

  Business Response

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:01/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  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

  Date: 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

  Date:10/14/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  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

  Date: 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.

  Business Response

  Date: 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.