I've been dealing with a Penn National claim since an accident in May 2025. While the initial…read morepayment was issued in July, I was told all payments had been made -- only to learn later that a key supplemental request wasn't submitted until July 29. That information was not shared clearly with me, and I spent weeks chasing updates from both the adjuster and the body shop (Faulkner Collision). The adjuster and appraiser roles were never clearly explained until I escalated the issue myself. Meanwhile, I've been without my vehicle since early May and stuck in a rental with no clear timeline for when repairs will be completed or who's covering what. Penn National's lack of clarity, transparency, and urgency has made this one of the most frustrating insurance experiences I've ever had.

The brief definition of insurance customer service is: guiding customers through the complex…read moreprocess of requesting compensation for covered ensuring a fair, timely. The opposite of that is what I received. The adjuster assigned to my claim 09178082 is Sade Perry. The claim was filed on 11/21/2025 at 10:21 am. My interaction with the adjuster, I received a phone call the day of the accident. I called the shop on 11/26 to inquire if an appraiser had been out to inspect my car. They indicated that the original IA was supposed to be there on 11/24, 11/25, then called on 11/26 and said it would be the week of 12/1. I called the shop, because my adjuster did not. I called the original IA that assigned my car for inspection. They reassigned my car to another appraiser. He was able to inspect it on 11/26. Mind you there was still no contact from Ms. Perry. I finally received an email 12/2 with an estimate. I had to forward it to the shop, the adjuster apparently didn't feel it was necessary for her to send it to the shop. After this date is when my adjuster disappeared. No emails, no phone calls, nothing. I called the shop to confirm repair status, not Ms. Perry. I called Enterprise to confirm that the initial rental had been transferred to Penn National, not Ms. Perry. I emailed Ms. Perry on 12/18 to inquire about repair status and rental. The reply received was "Hello it appears that the last authorized day for your rental is 12/20/25". By my calculations there was a 12-day stretch between the accident and the receipt of the estimate. This doesn't consider that if I hadn't contacted the shop to inquire about an estimate being completed that this number would have been higher. I have been in customer service in one form or another for over 43 years. This is by far the worse service I have ever received. I have been bumped off plane flights, I have had hotel reservations cancelled, I have received the wrong food items for dinner. But the "customer service", I only say that it's customer service because I was the customer for this claim and well Ms. Perry was supposed to do a service for this claim, was appalling, deficient, inadequate, below par, unsatisfactory, lacking and completely unacceptable. The adjuster for my claim is obviously just going through the motions and collecting a paycheck. She shows no empathy with the policyholders, I couldn't imagine how she would treat a claimant! She should not be in the customer service field whatsoever. I will be switching from Penn National to another carrier ASAP!

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