Pen Underwriting Avis 

Abby and the team have been really supportive in helping with our clients and getting them the best possible policies. Very competitive and great cover.

Extremely slow to respond with quotes, MTA's etc

Quick quote turnaround and the ability to speak with a competent underwriter who the took time to understand my clients requirements and their business needs.

I am an insurance broker and rate any company on how they deal with claims, I don't have an agency with Pen but a driver of theres caused about £6k of damage to my office wall and the claims dept did very little wrong and settled in full as quickly as anyone could reasonably expect any company to do so. A cheap premium and new business papers are easy to churn out and a review before you have ever had a problem tells you very little, claims are what matters and Pen have inspired confidence with me

We had a great premium with everything covered that we requested. Abbie King and Nick Hunt were extremely helpful with getting the policy over the line within the timescale required.

Pen Underwriting were informed in writing if they did not respond to my email for an update on my claim a review would be posted. Guess what? No response, but this is typical! So what's happened? A Flogas vehicle accidentally reversed into our garage (on private property) whilst making a delivery to our neighbours property causing damage to our garage roofline, roof tile bed and gutter. The Driver did not report the incident. The incident was captured on CCTV. Flogas referred the claim to their insurance company 'Pen Underwriting'. The case was reported to Flogas on 6th October 2024. The first response we heard from Pen Underwriting was 16th January 2025 where they disputed the claim - they claimed 'We strongly dispute liability. There was no contact between the vehicle and the property. If our client’s vehicle had hit the property, the mirror would have been smashed. We do not have any offers to make at this time'. We provided a full report to Flogas and Pen Underwriting showing damage to the building before and after along with CCTV footage with sound. It clearly shows the impact and you can hear the crunch. Despite this, after many email exchanges they held their position. They sent a photo of a Flogas lorry with little damage to the wing mirror but no evidence that this was the lorry that our CCTV captured i.e number plate to correspond with our CCTV footage. Furthermore, the wing mirror in the photo had been fitted with a mirror guard that protects the mirror from light impacts, therefore the glass would have not likely broken which was the basis of their dispute of liability. PEN UNDERWRITING THEN ASKED US TO CLAIM OFF OUR OWN INSURANCE! Further email exchanges ensued resulting in Pen Underwriting asking for a quotation for them to review to repair the damage on 21st February 2025. This was supplied on 27th February 2025. It's now 1 month on and we have heard nothing back yet again. The quote obtained to repair the damage is £221.40. MESSAGE TO FLOGAS & PEN UNDERWRITING: This is a matter of principle and not cost. The evidence has been presented to you in 8k CCTV quality with sound. Your investigation into this matter has been poor. Your claims handler is negligent, slow and unresponsive. The case is escalating unnecessarily. You have allowed the terms of your contract with your client to evade common sense and prevent settlement which is damaging your brand as a reputable insurance company. Settlement pending, further updates will follow... It doesn't get more clearcut than this case and we're 7 months in!! Next update on this case will be posted here in 4 weeks.

I've been purchasing my annual travel insurance through Pen, and the process has always been straightforward and seamless. Policy documents are issued on time, and they are clear and easy to understand. It’s reassuring to know that if I ever need to make a claim, I know exactly where to go. A reliable and efficient service.

I took out an insurance policy with Pen through Stanhope Insurance Brokers costing just under £3000. I found that I needed to cancel the policy a couple of months later as it was no longer required. It has taken them nearly two months to issue my refund of £2355! They clearly hold on to customer monies in their own bank for as long as they can. I have never known a refund of anything take nearly two months! I would not recommend them.

Very poor. I have a High Value Household Insurance Policy. £2000 per year. We got burgled in November and are still waiting to get any settlement. (It is now mid Feb 2025). Everything goes through GHG Claims whose only agenda is to find reasons not to pay and or delay. No support from GHG or Penn, no assistance with repair in the interim. Looks like we will have to get legal support to make progress. I have complained to Head of the business unit, officially to Complaints and now to the Ombudsman. Nothing from anyone so their shit service is them giving you their best!
UPDATE
And then having responded to their response by return . . . . heard nothing more. As I have already explained. Their breath taking indifference is impressive!
UPDATE
After writing to the CEO Without Prejudice I got a response from Sebastian who was very helpful. Today I got paid. I apologise for calling them Shit. They are just don’t seem to care about Policy holders until it is too late.

Sadly, there is no option for zero or minus stars. I have never experienced such poor service from any insurer before. Property severely damaged by water ingress, liability admitted by insurers but no payment made. A complaint has now gone in to the Ombudsman concerning them and their claims handlers.

I've had the pleasure of working with Anis and the team at Pen Insurance, and I can confidently say that their service is outstanding. They are incredibly helpful and always responsive, going above and beyond to ensure any queries or concerns are addressed quickly and efficiently. It's clear that they truly care about their clients, and it shows in their professional approach. Highly recommend Pen Insurance for anyone looking for a reliable and trustworthy service.

I had the fortune of dealing with Gabbie Haigh-Kneeshaw who went out of her way to support me and find solutions.
She was brilliant and kept regular contact throughout the case I was working on, it was great to have contact with someone who clearly cares about customers and professional relationships and it certainly improved my opinion of Pen Underwriting.

Had a house leak, they haven't paid a penny of the claim after one year and are still trying to get the amount reduced. Truly unprofessional and amateurish company.
Avoid at all costs!!!

Gabbie is always so friendly when answering the phone and can't do enough to help. Professional, friendly, efficient. What more could you want from an underwriter?

I needed urgent assistance with a case and Gabbie Haigh-Kneeshaw was very quick to respond and resolved my query efficiently and professionally as always. It's always a pleasure to do business with Gabbie

Gabbie Haigh-Kneesahaw is always consistent in her service, very amenable and is very trustworthy and efficient in her underwriting. Always a pleasure to talk to.

Great service as always! Prompt, professional assistance from Georgina Cox today in finalising some documents for a mutual client. Keep up the good work :-)

Awful clueless rude

I had an oil delivery recently which caused significant damage to my driveway. The company concerned, Dice Fuels, accepted liability & at their request, I obtained two quotes to fix the damage, (both quotes were just to fix the damaged area, not the whole drive at considerably less cost), they then passed it to their insurers.
This is where Penn Underwriting become involved. Firstly, it took repeated attempts to get them to communicate with me, initially they stated that they would put the drive back to the condition is in was before. Then silence & repeated attempts by me to get answers. Then they replied stating that they believed that the drive was not properly constructed & as a gesture of good will they offered me 50% of the lowest quote. They based this assumption on a photograph. The drive was properly laid 5 years ago & I have had many trucks, including 16 oil deliveries with zero damage. I declined the offer & they just now ignore me. They clearly work on the basis that most people can not afford legal costs & will accept this disgusting behaviour. Its really underhand & disgraceful, they treat people with utter contempt. I will be taking them to court & I will be submitting a complaint to the FOS.

I cannot stress how awful and unprofessional this company is. From the claims negotiator the claims handler and their surveyors. They will do anything to make sure they don’t pay you out for the claims. 2 months now and they decided to void my policy. The reason I found out they decided to void my policy is because they are part of the Aviva insurance group who I had a claim against for a car that did a hit a run on me. So therefore now that has been settled they no longer want to cover me but decided to take my money for over a year until
Well well the claim was put forward. I had gone through a broker and didn’t think they would be this bad! Avoid at all costs, their company just fill in documents by pressing buttons to generate than actually properly investigating!