Keelan Westall PLC

Six figure escape of water claim. It took almost 2 months from first contact to get their loss adjuster on site. Five months to simply remove floor coverings in order to inspect damage and cause. 13 months to accept liability (after initially attempting to limit their liability based on their own surveyor's findings, which were so patently misleading that even a layman like myself was able to pick holes in it).

Still no interim loss of rent payment 14 months on - despite claim having been accepted. "Miscalculations" always in their own favour. Getting any response to even the most basic enquiries takes months. Their own loss adjusters cannot get responses and are relying on complaints procedures. I'm finding decent surveyors are reluctant to take on jobs which require them to deal with PEN. There is not one redeeming thing about this insurance company. Nothing at all.

We have been waiting three months for our travel claim to be looked at. Today they finally provided feedback saying we need to send proof of government directive to return home. Their policy makes no mention of this, so I try and dispute it with them. Thirty minutes on hold and a 10-minute authentication process later, they dropped my call. Back in line for me, not even able to get through to them.

Back to emails now, which doesn't give me any hope since, in 3 months, I had a total of 2 emails and one call from them. I am strongly considering going to the Financial Ombudsman about this. Please save yourself the pain and stay away from this instance company.

It is unbelievable that any insurance company who accepted liability has not released any funds for the victims. They left the victims in such an unsecured situation and financial ruin. The fire happened more than two months ago, and we have not received any payment for the accommodation, alternative clothing and necessity replacement. There is hardly any communication, support or action from the insurance company, while the victims are left worrying about their necessities from one day to another.

One would wonder how an ordinary family with children would have survived in this situation? I assume that we are not discriminated against just because we are two able adults who can cope better than most vulnerable families. Then, it is even more disgusting if all victim families are suffering this because of the incompetent system provided by the insurance network, which has been obviously overlooked by the law and well hidden from the public's eyes.

Horrendous company and service. I first called to raise my issue on 11th February. today is 25th October and the issue remains unresolved. I call every couple of weeks to be promised a never ending list of call backs which never materialise. I called last week to raise a complaint and called today to follow up, only to be told the complaint was raised incorrectly by previous advisor. I asked today for the details of the Ombudsman and the advisor did not know if they were covered by an Ombudsman, let alone the ombudsman's contact details. Shocking.

Sent me a very unprofessional email response to a serious enquiry with an informal response filled with open questions. I am hoping the company has official standardised forms with their letterhead as requested. Should they not deal with this appropriately, I am currently thinking about prosecuting the firm that has caused the damages, signature fraud, etc in the first place and may report Pen Underwriting for non compliance as well.

Let's see how it goes - I may change my review based on how the matter is dealt with. Unprofessional so far, but should not have come as a surprise considering the kind of firm that was insured with them now struck off by the SRA.

Critical: Professionalism, Quality, Value The worst insurance company I've ever dealt with. Very unprofessional and unhelpful with zero communication internally to help customers.

Avoid at all costs. This is by far the worst experience with insurance I have ever had. They underwrite my production company policy through another broker. Since my claim has been moved to them it has been months with no progress, never take my call or are "away from their desk", slow to reply to email and only respond when I chase with my insurance broker.

Each person I dealt with has been very unprofessional with zero communication. Their delay is costing my business as I hire in replacements for the damaged equipment. Now payment has been approved they are late and past the promised date that the funds would be moved across. They make promises that are constantly unfulfilled and treat clients with such contempt I wonder how they are still in business.

They do not deserve the 1 star. PEN Underwriting are the worst I have experienced with any insurance company. You take out a policy with them and when we need to make claim, they refuse the claim based on inaccurate and false information. Any false excuse not to pay out. I will be raising a complaint with the Financial Ombudsman. I would avoid taking out any insurance with this company.

They even refuse to speak to me advising I need to go through the broker and the broker is advising me to speak to them directly. I am just being passed from pillar to pillar to even raise a complaint.

They out source all their claim work to direct group. They take far too long to respond. The loss adjuster never communicated and slow to authorise works. Now they do not want to pay up funds - making excuses after excuses why they have not paid up. I will be using another firm that does not use direct group