Penn Auto and Home Insurance

"They have a wide array of the best insurance products, but the customer service--especially provided by Kim--is off the charts."

"The company gave me a private flood insurance policy for $700, after a catastrophic flood the policy went to $16,000/yr. I told them to not authorize a renewal however they didn’t listen. As a result it made my mortgage payments double and threw my escrow account into negative for 4 months. I am still resolving this situation to be reimbursed. But this is by far the worst experience I’ve had with any insurance company."

"We have been with them for years, but they've never been available for a phone call. Kim will occasionally email back curt responses, but we haven't heard from Tom in years. It's difficult to get ahold of them by phone and the voice mail doesn't always work. They don't ask questions about your home to advise you correctly. We learned this the hard way when we went to file a claim on a flooded basement and we apparently didn't have a sump pump endorsement - a common endorsement for homeowners. I had tried to call them first, left a message (it worked that time), I never got a call back. Even after they talked with the Adjuster, you'd think the courteous thing to do would be to call to find out if everything is ok, but I still can't get ahold of him to change my policy. I can't switch to a different agent until my policy renews, so I'm stuck."

"I continue to have a great experience with Penn Auto and Home Insurance. Kim in the office is very helpful - She always responds promptly and politely to my emails and phone calls. I've been a customer for at least a few years now and recently decided to refinance my mortgage. I've been sending her a lot of requests lately regarding my HELOC, documentation requests in addition to updates / amendments. No one can beat my homeowner's insurance rate (and I check into it periodically). I'm very satisfied and can recommend them without hesitation."

"If you feel like spending weeks waiting for someone to respond or keep an eye on your monthly bill (which can go up without a notice), then this is a great company for you. I would give 0 stars for customer service if I could. Their work from home policy means - I am not available and you need to follow up with me when I am in the office. My premium went up and I was never notified about the change; documents explaining coverage were sent a month after multiple requests to provide one; my online account was set up three weeks after begging to provide one and at the end I was charged $93.80 cancellation fee that for some reason my agent at first agreed to refund, then stopped responding on emails and whenever I called was not in his office. When I finally decided to switch to another insurance company my agent said: "I don't blame you!""