The Hanover Insurance Group Review & Complaints: Auto, Home & Business Insurance (2024)

Your one-stop online insurance guide. Get free quotes now!

Auto Home Health Life Business Pet Medicare Rental

 Secured with SHA-256 Encryption

History, experience, and a position among the largest public companies in the nation make Hanover a big player in the insurance industry.

Hanover Summary

The Hanover Fire Insurance Company was founded in 1852 in Manhattan, and that same year appointed it’s first independent agent to sell policies in Cleveland, Ohio. As the company expanded out into the rest of the nation, they added more policy types such as auto insurance and marine insurance. By the 1950s they were operating as The Hanover Insurance Group, with multiple subsidiaries.

In the 1990s the company saw incredible growth and profits, and in 1994 changed the name to Allmerica Property & Casualty, with Hanover Insurance as a subsidiary. The following year the company spun off Allmerica Financial Corp, which a few years later acquired Allmerica Property & Casualty. In 2005, after several years of major acquisitions (including Citizens Corporation) the company went back to the original name as The Hanover Insurance Group.

Today, The Hanover Insurance Group is the parent company to two main subsidiaries: Hanover Insurance and Citizens Insurance Company of America. These subsidiaries write a variety of insurance products, both personal and commercial.

Policies are sold through a network of independent agents nationwide. Not all products are available in all areas.

Your one-stop online insurance guide. Get free quotes now!

Auto Home Health Life Business Pet Medicare Rental

 Secured with SHA-256 Encryption

 What are the insurance products?

The Hanover Group offers a range of different products for both individuals and businesses.

Auto Insurance

Hanover’s auto program is positioned as top-notch, trading low rates for better coverage and service. As a result, it is not the auto insurance company for those on a budget or with increased risk factors.

Platinum Essential is Hanover’s base policy. This policy includes features such as waiver of deductible for multi-policy claims, child restraint replacement coverage, enhanced rental car coverage, and enhanced towing and labor coverage.

Beyond the Platinum Essential policy, the following add-ons are available:

• Platinum Auto Advantage – adding elements such as Accident Forgiveness and new car replacement.
• Platinum Auto Elite – providing the highest level of coverage with additional rental car benefits, pet medical, trip interruption, and more.

Home Insurance

Hanover’s Platinum home insurance program offers products for single-family dwellings, condos, apartments, and renters. Coverage is specifically tailored to the particular needs in each type of home.

The package policies include basic coverage as well as several available endorsements, such as:

• Equipment Breakdown
• Guaranteed Replacement Cost
• Water and Sump Pump Backup/Overflow
• Waiver of Deductible
• Roof/Siding Restoration Coverage

Business Insurance

The Hanover writes business insurance policies for small and mid-sized businesses. Policies include liability and business property coverage, commercial auto, professional liability, and worker’s compensation.

In addition to the above, the company also writes specialty business insurance for companies with special risks, surety bonds, and commercial umbrella insurance policies. Some policies are underwritten by subsidiaries such as AIX.

Do they have additional products?

Both RV and Watercraft coverage are available as endorsements to the Platinum package policies. Personal Umbrella and Identity Theft are also available from The Hanover.

What are the insurance prices and premiums?

The Hanover offers insurance quotes solely through agents, making it difficult to compare prices. The auto insurance section of the company website makes it clear that their auto program is not designed to be the most affordable, but rather to offer superior service, opening with the statement that “the cheapest car insurance may not always mean it’s the best insurance”.

Between this and the fact that agent commissions drive up rates, it seems unlikely that The Hanover’s rates will be competitive with other major insurance companies, particularly direct-buy competitors like GEICO and Progressive.

The Hanover Insurance Group Claims Process

Ease of Filing a Claim (Online, Over the Phone, Mobile Apps)

The Hanover Insurance Group offers multiple convenient options for filing insurance claims. Customers can choose to file claims online through the company’s user-friendly website.

Additionally, there is a 24/7 claims reporting phone number available for those who prefer to report claims over the phone. The company also provides mobile app functionality for claim submissions, making it even more accessible for policyholders to initiate the claims process.

Average Claim Processing Time

Policyholders value a quick and efficient claims process, and The Hanover aims to meet this expectation. The company’s adjusters strive to contact customers within one business day of a claim being filed. This commitment to prompt communication can help expedite the claims resolution process and reduce customer stress during difficult times.

Customer Feedback on Claim Resolutions and Payouts

Customer feedback plays a vital role in assessing the quality of an insurance company’s claims process. The Hanover Insurance Group has received an A+ rating from the Better Business Bureau, indicating a high level of customer satisfaction.

While the number of customer complaints is relatively low, it’s essential to consider the overall sentiment when evaluating an insurer’s claims handling. Some negative reviews mention slow claims service or denied claims, emphasizing the importance of understanding an insurer’s claims history and practices.

The Hanover Insurance Group’s Digital and Technological Features

Mobile App Features and Functionality

The Hanover Insurance Group recognizes the importance of digital convenience in today’s insurance landscape. Their mobile app offers policyholders a range of features and functionalities designed to enhance the insurance experience.

Policyholders can use the app to manage their policies, file claims, and access essential information on the go. This mobile app empowers customers to have greater control over their insurance needs with the convenience of a smartphone.

Online Account Management Capabilities

Managing insurance policies and accounts online is a fundamental aspect of modern insurance companies. The Hanover’s online account management capabilities enable policyholders to access policy documents, view billing information, make payments, and update personal information seamlessly.

This digital platform enhances the overall customer experience by providing easy and efficient self-service options.

Digital Tools and Resources

In addition to their mobile app and online account management, The Hanover Insurance Group offers a variety of digital tools and resources to assist policyholders. These resources may include educational materials, coverage calculators, and access to a wealth of information related to insurance topics.

Providing these digital resources demonstrates the company’s commitment to empowering customers with the knowledge they need to make informed insurance decisions.

As customers increasingly rely on digital solutions, insurance companies like The Hanover are continually enhancing their digital and technological features to meet policyholder needs and expectations. These features contribute to a more streamlined and user-friendly insurance experience.

What does consumer feedback say?

The Hanover Insurance Group has been BBB accredited since 1959, and holds an A+ rating at the time of this review. In the past three years the BBB has received 39 customer complaints, split fairly evenly between product issues and billing issues. Twelve of those complaints were resolved in the past 12 months. The number of customer complaints in 3 years is quite low for a company of this size, however, it may not reflect complaints against subsidiary companies.

Negative reviews of the company’s auto insurance program on ConsumerAffairs.com are mainly in regards to slow claims service or claims that have been denied. There are only 36 reviews of the company found here, with an overall rating of 1.5 stars, again an overall low number.

While it’s tempting to buy the cheapest policy, you may also want to read reviews of your preferred company to make sure it offers good customer service.

What are the financial strength ratings?

Rating Company	Grade	Financial Outlook
AM Best	A	Stable
Fitch	BBB	N/A
S&P	A	Stable

What’s the Bottom Line?

The Hanover is a company that may be best suited to those seeking business insurance. Their personal lines products seem to have been improved since previous reviews, however, the available feedback paint something of a mixed picture in terms of satisfaction. In the end Hanover’s rates are unlikely to be competitive against other major insurance companies, and insurance customers looking for lower rates will most likely find a better fit elsewhere.

Hanover Insurance does have a military discount of 25% off a customer’s auto insurance premium, but only in Louisiana.

AIX and Nova Casualty are among the subsidiaries of The Hanover. Hanover also owns all the Citizens companies, including Citizens Insurance Company of the Midwest. Allmerica Financial Benefit Insurance Company of Metairie, LA is also a subsidiary, but a different company from Allmerica Financial Alliance.

Your one-stop online insurance guide. Get free quotes now!

Auto Home Health Life Business Pet Medicare Rental

 Secured with SHA-256 Encryption