Pen Underwriting Avis 

Dreadful company to deal with - non fault claim where someone crashed into my garden wall Dec 2022 - clearly the third party fault. Pen passed this on to various companies they have engaged with to handle their claims - each one was worse than the others - eventually went to court with goodness knows how much spent on legal fees to settle a clear TP fault claim - as of April 2024 I still await reimbursement of my uninsured loss. Have tried to contact Pen - phone message just says no advisors available - leave a message and you will get a call back within 1 working day - failed twice already - no replies to emails. Seriously Pen I would never give you my business again as you clearly do not place customer service anywhere in your priorities.

Don't bother with this firm .had holiday insurance with them. Sent various emails. Said would answer within 48 hours ..nothing! .phoned said someone would ring me back within 48 hours .nothing again .I've given up because the claim was for about £150 .not worth the hassle. Would never use this insurance again

AVOID AVOID AVOID! Scammers. They know all the tricks in the book to avoid paying out. More than 6 months on and I have received nothing for my claim. I have put in two formal complaints and referred them to the Financial Ombudsman. Don't waste your money on Pen. Go to a decent company instead. Judging from the low scores here, I am clearly not the only victim of their scam...

No one answers phone, zero communication, left waiting months.
Very poor

The attitude of staff at claims team is just awful. The lack of basic communication skills and empathy towards clients is shocking... They have declined to provide information that was shared with me regarding my claim over the phone when I requested it in an email. You have to chase up everything yourself via phone calls and emails. All 3 member that I had to speak with were all very unpleasant to say the least.

These Underwriters are the WORST and DO NOT DESERVE TO STILL BE TRADING AND I WOULD NOT GIVE THEM A STAR - ZERO!!! if you have ever them on your policy CANCEL IT IMMEDIATELY - poor service and poor communication is an understatement. 2 1/2 years ago our home burnt down, we lost EVERYTHING, they accepted liability 6 months later however, only now received a settlement offer. We have had no monies in between that time and no explanation. Thousands of emails exchanged that were ignored - most complaining or begging them to address our claim so that we could rebuild our lives. Nothing from them at all!!! 2 1/2 years later and we had to resort to getting a Judge to issue an Order against them and the insurance company which resulted in them finally making an offer several days before they were supppse to disclose!! To add insult to injury it is not enough to rebuild our house after their costs!!! GREEDY, MERCILESS, APPALLING COMPANY!!!! I really hope they never find themselves in our position!! How they sleep at night I will never know. They and everyone that works for them should be ashamed!!!!

If I could leave no stars I would, absolutely shocking company, do not help at all, rude when you call up, you have to chase them all the time.
Took them to the financial ombudsman as they wrongly refused my claim, took ten months but I won in the end.
Worse company I’ve ever dealt with
Pen your reply is a standard one that means nothing, no I won’t e mail you as there is no point, you put the reply up as if you’re concerned you’re not, I am no longer insured with you, and would never insure with you again

Would be a zero score if that was possible. Useless to deal with, had to call and call and call to get my claim addressed, then they pull out every excuse under the sun not to pay. My experience sadly seems consistent with most other reviews. Pointed this out to them and they said “we don’t use trust pilot” - eh, it’s not for you to use, it’s a place where Customers can share their honest experiences of you!!! Now started a claim against them via ombudsman so they don’t get away with it.

Well where do I start!
12 months into a claim for a flood at my business unit which water damaged a lot of stock.
Their adjuster eventually turned up after 6 weeks and started a claim.
Requested various things obviously to prove ownership which we gave her everything we had inc pictorial evidence of the equipment in use on our jobs.
Excuse after excuse ignoring emails etc etc.
In the end we got our own loss assessors involved.
I would love to say that helped but guess what they have pretty much ignored them too.
So nearly a yr later not even an acceptance that we have a claim let alone any compensation for loss of equipment or revenue from the equipment.
Please please check that who ever you take insurance out with isn’t underwritten by these clowns!
We are at the Solicitor stage now costing us extra money to fight the very people that we should be able to rely on in the time of need.
You have been warned.
Take your business else’s.!!

I deal with Vicky Harding on the Hazardous Claims Team, she is always very efficient and a good communicator who keeps me updated on all the claims I have ongoing with her. Would highly recommend Pen and especially Vicky. Thanks

Part of the Arthur Gallagher group who are were our brokers so cover gets transferred to them. The claims team have a poor attitude to clients in my opinion . Our groupe spend with Gallagher was in excess of £45 K pa including my own home As our policies come up for renewal we are moving them to alternative insurers

Knowledgeable claims handlers and great communication from our Client Relationship Manager. Claims administration could be faster. Willing to listen to concerns and work together to improve service levels.

We deal with PEN daily, they are very helpful. There response time is very quick too

We would fully recommend Guy Penn and Company Ltd as a trustworthy, efficient and capable service for all the needs we have had for fleet and company insurance.

This service has been provided to us for a number of years and there has never been a problem or question that the company could not address. The personal care and attention to detail for us has been exemplary.

Policy was issued quickly and at a reasonable price. We didn't have to make a claim but overall no complaints

My house sits in rocky outcrop so took an extension on my policy to cover for landslide heave and subsidence apx 12 years ago. This last winter I had a landslide under heavy rain but not as defined by ABI a storm, yet they have wriggled out of it and I am left with life changing bill and nervous breakdown. Impossible to deal with and totally unsympathetic to the extend the delay they caused even making their decision they said if house fell down that would not be covered either. Several experts in insurance thought reading policy it should be covered yet ultimately ombudsman supported insurers. Truly unbelievable and terrifying that wouldn't know how to ensure you are covered in future.

Very poor customer experience, very difficult to talk to anyone who willing to help, no one takes responsibility and gets back to you.

We were making a claim against someone insured with this company. They had admitted fault and the claim was handled quickly and reasonably. It was a bit complicated as the boat we were towing was damaged and needed specialist repairs but this was not a problem and they were happy to use our recommendation for repair.

As a business we have used PEN for a number of years and they look after us very well. We have a good relationship with our account manager and she always gets back to us, if she misses a call. The only negative is some of the smaller claims seem to have to be chased quite a bit to get action when we would prefer to hand over a claim and have the insurance deal with it efficiently and provide us feedback when done.

I recently brought buy to let property insurance with Pen underwriting. A fire has occurred at the property and they are rejecting the claim.

If you buy insurance from Pen Underwriting, it is like not having any insurance. No communications from loss adjuster, just in limbo.

They seem to have a panel of people looking to reject your claim than process them.

Don't buy with Pen Underwriting for your insurance