Resources for Businesses My BBB
Share
Business Profile

Insurance Companies

Penn National Insurance

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Insurance Companies.

Complaints

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

Find a Location

Penn National Insurance has 13 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 23 total complaints in the last 3 years.
    • 8 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/14/2022

      Type:Order 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.
      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

      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.

      Customer Answer

      Date: 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

      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.

    • Initial Complaint

      Date:07/15/2022

      Type:Product 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.
      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

      Date: 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.

    Penn National Insurance is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.