Pen Underwriting Reviews 

I am housebound and disabled, with tremors undergoing more testing.
I had a fall and dropped my mobile phone. I called the AA who I insured with. They were and have been brilliant.
I was advised to call Pen, and spoke to a lady called Ayesha, who was not at all helpful, going so far as to say I was not insured.
I called the AA to double check, and again, they were great, assuring mw I was I sure and that they have e mailed Pen to inform them and for them to call me and sort it out.
Well surprise surprise.
It's been a month of tooting and froing, obstructive behaviour from Pen. Incorrect info. I have called the AA and cancelled my insurance and insured with another company.
Why are companies like this even allowed to trade!
There is no followup on issues, so no real interest in resolving them.
PEN.. Pitiful Excuse-No results

If there was a zero rating then this company would get it. The most appalling service I have ever had.
Nearly two months and no conclusion to my claim. I have worked in the service industry for over 40 years and this company is the absolute worst. The Chairman should read these reviews and resign. They are nothing to be proud of.

This company should be avoided at all costs. I’ve been trying to retrieve my insurance premium refund for 5 weeks now. Next step is the ombudsman. Steer clear.

I wish I could give this company a MASSIVE ZERO

All the staff are absolutely useless. Been waiting over 6 weeks for the claims negotiator Anne Sutcliffe to approve the claim for the damage to my car. The insured person can’t get the useless staff to reply to phone calls or emails.

AVOID LIKE THE PLAGUE

I'm glad at least one person found PEN Underwiters good, it's not my experience at all. They are undoubtedly one of the worst companies I've ever done business with.

I have been trying for over a month now to see if I can make a claim on my house insurance, but they are incapable of answering my simple question. They never get back to me when they say they will, I have to do all the chasing, then I get contradictory advice from different operatives and the stock answer of "We are waiting for your documents from the Insurer" As an excuse, it's wearing thin. I paid my money to PEN and expect them to deal with my query.

Very poor service, avoid if possible.

So after reading all the comments on here I had a very negative attitude towards this company from the get go as I thought they would try and get out of paying out on my policy so after dealing with Jessica & Mohammad for 2 week I can honestly say they have gone above and beyond to arrange a pay out for accidental damage I would definitely recommend this company and will definitely be renewing my policy next year
Thank you
Tk

I am struggling to make this comment without using bad language.
Since February I have been calling weekly, which take an average 15 mins before anyone to answer. When they did, the staff were unhelpful and generally they would lie to you especially when you have the evidence in front of you. Every staff spoken to have their own take on the claim, what should have been simple, but turned it into a farce. I have only just received my payment without them informing me that it has been have sent. The only way that I found out was by a feedback request that they sent to me. You can only imagine my feedback
Shame I cannot offer a minus star, because at the moment they are -10 and more
Please STAY AWAY from this insurance company as they are an embarrassment to the insurance industry.

Absolutely shocking Happy to take money but sorting a claim noway still waiting 3 months later.

worst insurance company ever please do not use!!!!

I have written in on a claim over 6 weeks ago and had been told that a loss adjuster would be in contact. Still no contact. Have written to them 3 times to follow up and have had no response.

Dreadful and not acceptable

This company might be committing fraud guys... on a large scale: I am in a process of a claim, still not paid to me, but received a letter stating I have double claimed and I need to urgently pay it back! There is NO email correspondence, just "recorded calls" - I obviously do not record my calls! BEWARE!!

Worst experience ever in 30 years of insuring properties, the staff were unhelpful, arrogant and generally could not have cared less, every staff spoken to had their own take on the claim, what should have been simple, they turned it into a farce. STAY AWAY is the best idea.

IF you need to complain to this company please go to Ainsley_MacPherson who is Pen's, Senior Risk Analyst - Complaints -Partner Assurance Operations

I am sure he will be able to help you - Good luck!!
P.S. if you really are unhappy with the service you receive please also contact the FCA (Customer Contact Centre consumer.queries@fca.) who, despite what any one may tell you, are interested in receiving information about the bad service which some insurance providers seem happy to provide.

Worst company I've ever had the displeasure of interacting with. Rude, unhelpful, avoidant, pass the buck. Burst sewage pipe with human excrement contaminating a house with 3 small children and will not arrange for anyone to come and deal with it or authorise us to arrange it ourselves. No one answers the phone for hours and when they do the advisors are completely obstructive and downright rude. Can't speak to a manager for 48 hours, absolutely no use in an emergency situation. Avoid at all cost, policy isn't worth the paper it's written on.

DON'T WASTE YOUR MONEY INSURING WITH PEN UNDERWRITING! Submitted a Business Interruption against my Pen Buildings Insurance as it is very clearly covered. Received an email from Pen 5 days later saying I would be contacted by a claims advisor in 2 working days. Another 21 days later and despite chasing twice I have still heard nothing (nor has my broker) so 2 days ago I sent a formal complaint to pencomplaints at penunderwriting dot com but I haven't even received an acknowledgement, what an utterly unprofessional company!

This insurance company is beyond belief
I have been trying to communicate with them since last July
When I finally made contact, one of their employees suggested “ if I fancy my chances come over “
This company really needs to be closed down
I blame CSI brokers for using them
I have now no alternative but to issue Court proceedings as both these companies are bordering on “ criminal “
I implore any readers of this site never to use these “ crooked “ companies
I will update my review after Court hearing

Worse service ever. Rude arrogant staff. Avoid this company. You are not insured if you go with these. I’ve had to get a solicitor now to fight them as they refuse to pay out on my claim.

This company is a joke. I have lost count of the number of emails my husband and I have sent since 17.09.20. We had someone sent out due to bathroom water leak the damage was so bad she advised like for like. They have now just said someone can fix the whole in the bath. Absolutely no mention of the kitchen ceiling that’s affected or the water damage under the bath. To top it off I’ve highlighted multiple time that I’m a front line nurse dealing with COVID in a house with a husband and four young children SHARING one shower. One adviser had the nerve to say “it’s not like you are all showering at one time “ 😳🤬 well we are still waiting 12 weeks later. The stress this company has caused our family is disgusting. There really are no words to describe this bunch of morons .

I am amazed at the amount of negative reviews that this company has received. I cannot praise them enough.
After a fire, luckily confined to one room, Pen instructed an underwriter who visited the next working day and he in turn instructed a “rescue” firm to empty the room and de-contaminate the rest of the house as it had been affected by smoke. The claim was paid out in full for both structural work and contents in a very timely manner.
The only reason that I have not awarded 5 stars is that the premium more than tripled on renewal due to the amount of the claim, despite no claims having been made previously.
I was able to mitigate this a little by increasing the excess which was at my suggestion.

I've been trying to lodge a Business Interruption claim for over 8 weeks, and can't even get a response from Pen Underwriting to get the claim underway, never mind getting them to consider it. Unfortunately many people buy their insurance under a different broker name so if this is you - if Pen Underwriting are anywhere on the paperwork, recommend you avoid them. I used to work in insurance, and this 'customer service' is nonexistent. Going to the ombudsman next.