DISPUTE SETTLEMENT DIVISION (800)-575-2749

PURPOSE

Although the vast majority of claims are settled to the customer's satisfaction, problems occasionally surface. Penn Warranty provides a means for the consumer to appeal the results of the claims procedure if the problem cannot be resolved to the consumer's satisfaction through the Claims Department or the Customer Service Department.

Penn Warranty realizes that the alternative to the consumer would be a costly and lengthy legal case which would result in undue costs and loss of time for both parties. In addition, Penn Warranty feels that it is not only good business but also good public relations to be able to offer this service to our contract holders who feel that their claim was not handled fairly.

WHAT IS THE DISPUTE SETTLEMENT DIVISION?

The Dispute Settlement Division is an autonomous division of The Penn Warranty Corporation, set up solely to reconcile consumer complaints. It consists of a fully staffed office with a liaison in our Customer Service Department. This division has the authority to investigate all consumer complaints and has full access to all records and customer files. The division works closely with the Customer Service Department in an effort to resolve customers' complaints to their full satisfaction. The Dispute Settlement staff realizes that each consumer's complaint is unique and that satisfactory resolution is extremely important to the consumer.

HOW DOES THE DISPUTE SETTLEMENT WORK?

When consumers feel that a claim issue has not been resolved fairly, they should first discuss the issue with their claims adjuster, and if need be, the Claims Department Manager.

If consumers are still not satisfied with the situation, they may ask the Customer Relations Department to intervene on their behalf. If the Customer Relations Department cannot resolve the conflict to the consumer's satisfaction, the Dispute Settlement Division may be contacted at (800) 575-2749.

ROLE OF THE DISPUTE SETTLEMENT DIVISION

The Dispute Settlement Division investigates consumer complaints and processes the paperwork that is necessary to complete the mediation process. It does not make decisions to resolve individual complaints. Only the mediator renders a decision on an unresolved complaint.

MEDIATORS

Mediators are independent licensed attorneys in the Commonwealth of Pennsylvania. Complaints are sent to participating attorneys on a rotating basis.

MEDIATION

If mediation is requested and Penn Warranty agrees, a copy of the file is sent to an independent mediator. The mediator reviews the file and renders a decision. The consumer does not forfeit any legal rights to further litigation by agreeing to mediation. Although the consumer may not agree with the mediator's decision and seek further legal action, if the decision is in the consumer's favor, it is considered to be a binding decision upon The Penn Warranty Corporation.

The Penn Warranty Corporation agrees to follow the mediator's recommendations for compensation to the consumer.

MEDIATION FEES

There is no charge to the consumer to participate in the Dispute Settlement process. All fees, including the mediator fees, are absorbed by The Penn Warranty Corporation.

DISPUTE SETTLEMENT PROCEDURES

To open a claim for mediation, contact the Dispute Settlement Division at (800) 575-2749 and request the paperwork necessary to enter into the mediation process.

Complete and return the complaint form you receive. Be sure to complete the section which asks what you feel would be a satisfactory resolution to the problem you have encountered.

You may include any information you feel is relevant, such as maintenance records, pictures, or a statement from your service center.

The Penn Warranty Corporation will provide a written response to your complaint. You receive a copy of Penn Warranty's response. If you are not satisfied, you may request mediation.

MEDIATION SETTLEMENTS

Both parties receive a copy of the mediator's decision. If you accept the mediator's decision, and it is in your favor, Penn Warranty will reimburse you the amount designated by the mediator. If you do not agree with the mediator's decision, you are free to pursue other legal remedies.

SUMMARY

The Penn Warranty Corporation sincerely hopes that you never need to seek mediation. However, if a problem arises where you do not feel that your claim was handled properly, you have a no cost means to have an independent mediator review your claim and render a decision. If the mediator's decision is in your favor, Penn Warranty will honor your claim within the parameters of your contract, as directed by the mediator. Penn Warranty will not appeal the decision or seek other legal relief. However, if the mediator does not find in your favor, your legal rights are not limited or forfeited by agreeing to participate in the mediation process.

If you have any questions, please feel free to contact the Dispute Settlement Division at 1-800-575-2749.

CLICK HERE to download a Customer Complaint Form and Dispute Settlement Division Explanation.