They spent weeks mulling over whether they would pay my homeowners claim. In the end they denied citing legalese that had no apparent connection to my situation. When I requested an explanation in English the adjuster just talked in circles providing no clear answer. This was done after refusing to come to my home to see the damage firsthand. I would give them a zero if I could. read more

Absolutely livid. Received an email that my automatic payment was cancelled due to an issue the previous month. So, I paid my bill manually on it's due date. 2 days later the automatic payment went through so they effectively charged me twice. This put my bank account into the negative and I called to refund one before my bank charged me an overdraft fee. They told me I will have to wait 10 days for the payment to cycle before they could start the process for a refund. So now I'm hit with an overdraft fee and have literally no money. I am way too poor to be able to afford this. read more

Deplorable, negligent, money hungry, insurance company. Try to submit a homeowners claim, good luck! I can assure you that the language is so convoluted in your insurance policy, they will find a way not to provide coverage! Such a "legal" scam it's pathetic! read more

Horrible business practices. I would receive a notice of cancelation for lack of payment multiple times even though the bill for the payment hadn't arrived yet. Both notices arrived by mail so it wasn't a missed email issue. The company wants you to go online to pay so they don't have to deal with you. I had my agent get them to send me a bill for the remainder of my policy so I could pay it off in full and the shop around for another company. Don't waste your time with them, they don't care about you or your needs. read more

For the most part this company was fine to work with. We did not need to use them for anything because we don't submit claims really ever. We are a small company with just a few part-time employees, and our previous insurance company did not require a full, formal audit each year. Hanover does require this, so we did this the first two years. I asked about why this formal audit was required and I was told that we have the option to not do it and they would just provide their own estimates. This year, we were very busy so we didn't get around to it. A few months later I saw that they charged me 3 times what they normally charge me each month, so I called to find out why. Apparently, instead of just estimating based off our our previous year's payroll, they decided it would make sense to assume that we paid over 1.5 times as much with no basis for this estimate. The person I spoke with actually admitted that they over-estimate (and over-charge) to "get my attention". You know what else could get my attention? A phone call. Or a follow-up email explaining that they would over-charge me. Instead, they just go ahead and do this hoping that I will get upset and call them. That's a terrible policy, and we will now be switching to another insurance company. read more

Horrible customer service! My claims adjuster would never return any calls/voicemails or emails. If I could give zero stars I would! The absolute worst! read more

If I could go lower, I would. This insurance company is terrible. I've been with them for over 2 years. I stayed with them over laziness. I overpay for insurance, hidden charges, and Rude service. I got rear-ended and called them, speaking to a lady whose attitude was just awful. I tried reporting the accident to my insurance company. "What do you want us to do about it?" (Me)Um, I'm just doing what I'm supposed to do. I should've left there. Fast forward... Now I'm disabled. I don't get paid till at least the 3rd. Billing was 23rd. I tried countless times to have them change this. They never did. So I was getting overdraft fees for over a year and a half. Which can be proven. Recently, a payment didn't go through. So I was charged two late fees. One for $30. now $33.99 ( This fee I wasn't told about) somehow and a $25 charge too. My first time going through this with them. I got them to finally change my billing date and waive the $25 fee. I was happy. Even if I was paying over $60 than other companies are quoting. Two months go by. I'm being harassed by their billing department about late fees. I told them it was waived. They don't listen to me. They keep explaining that I was late on a payment. I keep saying, " I know this." Please connect me to someone who can help. I'm just not paying this fee. It's not right. They think they can just tack charges on you like you don't owe other people and threaten to shut me off. You don't do this. Companies need to stop just charging you for made-up thongs under the sun. It's robbery. I was good to this company, and they treated me like garbage. This company is just not worth it. I'm not paying bogus charges. read more

I had a total loss on my vehicle and was in my new one in 8 days..Hanover's customer service with amazing. Would highly recommend for auto and home! read more

Super bad. We paid $595 for movers insurance and our claim that the mover broke about $9500 was denied. They said their deductible was $10,000 and to go back to the mover. You get that? The insurance company claimed THEY had a deductible and couldn't pay it. This company is a slime ball in a sea of puss at the bottom of a new jersey scum swamp. read more

Absolutely awful. Don't work with them. They will gouge you any chance they get. Customer service doesn't exist there either.

HORRIBLE. AVOID AT ALL COST. In a three year period, they jacked our premium over 60%. We had one accident over that period- my son's accident (rear-ended at a red light and car totaled; not at fault) as at fault and they ALSO filed it on me, the main policy holder, as well. So rather than going after the person at fault, they filed it against us, and raised our premium to recoup the cost. The representative said it was my job to handle it with the other party's insurance, not Hanover's job. I asked why the representative did not share that when I called initially about the accident. The representative, again passing the buck, said we are not at liberty to advise you regarding how to act. Of course not, because then they can collect more money. So, basically the only job they feel they are responsible to do is collect your premium and file against you when you are not at fault. I also questioned the reasoning behind the increases on coverage for EACH vehicle we had, as they were substantial. The representative could not explain the reasoning behind them. Very alarming they had not plausible reasoning. AND our safest vehicle, a minivan, was increased the most. Our SUV and vehicle with a turbo engine, both Cadillac limited versions, were increased less. There seems to be no logic with the charges. I called around, found MUCH LESS coverage elsewhere, and cancelled. They will quote you low and then jack up your premium any chance they get. When I called to inquire about my refund, they still had yet to even process the cancellation. It has been over a week. I will be lucky if my refund gets dated properly...sigh. read more

These guys were supposed to authorize a rental car for me. They didn't. and they never answer their phone. the agent on my case was named "Rylie Stawiechi" she was never on her phone and I left her three messages about when and where my appointment would be. NO RENTAL. Big shocker. Now I have to reschedule everything with enterprise and the collision center. Thanks Rylie Stawiechi for being not helpful at all. read more

Hello Hanover - I am unhappy customer of yours- you phone supports said one thing and the billing is 100 per off - three contacts and yet you are not willing to listen your customer - this is really bad and I am quite unsatisfied with you time wasted on simple matter - let me see this this will lead to a change read more

Agent snuck out of town over a year ago. Still have no idea who I should contact for service. People at Hanover do not reply even to the emails I get from them. They have no problem accepting my online payments though. Pretty sad when an insurance company ignores their commitment to customer service. read more

Terrible company to deal with on a claim after a car accident with one of my children. Then they dropped our coverage for auto, home and umbrella. We paid them for years without incident. Isn't that what you pay insurance companies for? These are the companies that should be investigated. read more

Our agent Heather Madland was nasty and insensitive with our claim. One of their company's products ruined my wife's eye health. Despite pictures and receipts, she was very mean towards my wife and unwilling to understand our issue. This incident occurred right before our family's vacation, and we spent the entire time in and out of doctor offices and urgent cares. She does not understand customer service basics and ruined our opinion of this company. I would not recommend her and unfortunately them to anyone! They are also not BBB accredited! read more

Despite never submitting any claims to insurance, paying our policy on time, and not living in an at risk area, Hanover is declining to renew our homeowner insurance because they do not work with our agent anymore. To continue to receive homeowners insurance, Hanover will not insure us unless we get a new roof. Now, our roof is 21 years old but we did repair it in the past year and a reputable roofer says that our roof has five more years left, at least. The reputable roofer offered to call the insurance company and tell them that, but Hanover was not interested. They will not insure new customers unless your roof is less than 15 years old. It will also cost us $20k to replace our roof. The kicker is that we are not a new customer. If Hanover has renewed our insurance, we would not have had to pay $20k to get a new roof that is perfectly fine and does not need to be replaced. But Hanover is considering us a new customer, because they are no longer working with our insurance agent. read more

Customer service is horrible. Many more issues. Been a customer for 30 years. We are moving on

I called about paying off my annual bill and apparently got thru to a 16 yo on instagram who had no interest in helping me I go on line and the website is like a .gov website BAD CUSTOMER SERVICE and BAD tech My policy is up in July so I'll be looking for another company read more

i'll start by saying I use escrow with my mortgage. so my mortgage company paid for an entire year of coverage and I pay it back monthly. Because I hadn't painted a shed in my backyard. My insurance went from $70 a month to $370 a month. so after one months payment of that high insurance? naturally I canceled. What I was told is that Hanover insurance would pay me back $4440 To pay back my lender. What they sent me was $1050. So now I am liable to pay my mortgage company back $3350. Two days after receiving the thousand $50 I received a letter in the mail noting that I was going into collections because I still hadn't paid them for $451 MORE. This place is awful. I'll never see that money again. Please don't be fooled into using these people. read more

After three years of insurance coverage, Hanover Insurance decided to raise their rates. The following week I requested a Loss Run Report so I can shop around for better rates. It should only take no more than two days to produce this report. It's now been three weeks, they still have not produced my report of zero claims. Will now be reporting them to the Washington State Insurance Commissioner. read more

I am looking for people who had bad experience with hanover insurance to sue them in a big group. They can't make money on people like that. I had a $700 cancelation fee. Because they said i have someone living im my address whos is not isured. I prooved the person doesn't live in my house and was still chaging me more and more. When i decided to cancel my policy they sent me a $700 fee. read more

Brianna Jones on the customer service team went above and beyond to help me. My claim was complex and she made it clear and concise. She wanted to help me not just get me off the phone! 12/10 for her service, made my day. read more

In the summer of 2023, we began noticing water leaking into our kitchen. A plumber failed to find the source of the leak, telling us it must be coming from the roof. We had new roofing installed on all roof areas, but the leak continued. The roofers returned to search for the water leak, and they found no faults in the roof. They decided to lift some shingles that covered the outside wall at the level of the inside water leak. The wood under some shingles was wet and had some mold. They removed more shingles and found a series of holes in the wall of the house, one of which penetrated a stud and went into a drainage pipe within the wall of the kitchen. We recognized those holes: They had been drilled by McLaughlin Weatherization workers in 2014. Replacing the damaged section of the drainpipe finally stopped the water leak. We were left with large holes in the plasterboard made by the plumber in our kitchen walls and ceiling, and with broken tiles in the second-floor bathroom made during the replacement of the damaged section of pipe. After we informed McLaughlin Weatherization of the evidence that their workers had caused the leak, they refused to take responsibility for the mistake caused by their workers. They referred us to their insurance company, The Hanover Insurance Group. A representative of that company has thrown at us one argument after another, arguing why they did not have to pay for damages. At first, the agent quoted a law which, it turns out, does not apply: She quoted Massachusetts General Laws, Part III, Title V, Chapter 260, Section 2: "Actions of contract, other than those to recover for personal injuries, founded upon contracts or liabilities, express or implied, except actions limited by section one or actions upon judgments or decrees of courts of record of the United States or of this or of any other state of the United States, shall, except as otherwise provided, be commenced only within six years next after the cause of action accrues." However, there is an amendment to that law: See Massachusetts Laws Part III. Title V, Chapter 260, Section 12: "FRAUDULENT CONCEALMENT: COMMENCEMENT OF LIMITATIONS. "If a person liable to a personal action fraudulently conceals the cause of such action from the knowledge of the person entitled to bring it, the period prior to the discovery of his cause of action by the person so entitled shall be excluded in determining the time limited for the commencement of the action." The agent then told us that she could not believe that a top-rated company like McLaughlin Weatherization would do such a thing. She never replied when I sent to her and McLaughlin the incontrovertible evidence of what really happened. We sent photos of the damaged pipe with the residues of the glue used by McLaughlin workers to try to plug the hole, an inadequate repair that proved to be transient. We were never told about that hole and their attempt to cover it with glue. We also sent a copy of the Massachusetts law concerning fraudulent concealment. Confronted by all the evidence, we never heard anything again from either company. Both companies refused to take any responsibility for the damage caused by the McLaughlin workers. We would never recommend either of those companies to anyone. read more

As a 26 year employee at my school with no prior record of a worker's compensation claim in my entire employment history, after 6 weeks I am still waiting to receive "the phone call" so I can make a doctor's appointment. I'm glad it's not an emergency or a complicated case. read more

awful!! My daughter dealt with a guy named Kent in the Georgia office. He has been stalling on renewing her insurance for over a week. She was not notified that the insurance payment didn't go through when her debit card number changed. I called the guy and he was extremely rude. read more

Hanover handled our claim quickly and efficiently when our basement flooded, did not try to cut corners or raise our rates, and made the whole process as smooth as possible. We are happy to continue using them for the foreseeable future. read more

Joining the resounding chorus of one star reviews, and wishing I'd have looked at these prior to doing business with them. I've had an auto policy with them for years, and needed a new homeowners policy when I moved. After getting the policy they sent me a letter detailing one cosmetic issue, one issue of overhanging branches, and one issue with a set of stairs that do not actually exist. The letter further explained that they would cancel my policy in a few weeks. This is all on top of charging more than twice the national average, although their rep was unable to explain why. Stay far away from Hanover Insurance. read more

excellent insurance company with a variety of overages for home and cars. i highly recommend this insurance company for their professional and experienced services read more

They are extremely terrible. They do not communicate at all and never approve a claim. They just collect your monthly payment and that's all. Worst company ever. I wish I could give no stars because one is to many for these spineless crooked agent's. read more

If I could give them negative stars I would. I have had them for 5 years and I had a minor accident and it was the only claim I made with them. They are dropping me at the end of the year now because of the ONE claim. I have paid them more money than the cost of my claim was. When I called to find out why I was being dropped after just one claim they told me that they are dropping everyone who has made a claim this year with no exceptions. This company proves that they don't care about people, just the money they can get from them. Avoid this company at all cost! read more

Across the board overpriced. Raised prices by 17% without notice on auto insurance from $130 to $154--outrageous!--considering my new company charges one third. They were going to cancel my home owner's policy because of an issue with my roof. Inspection prooved nothing was wrong. Naturally, I dropped them. Stay away! read more

With gap coverage, they only paid $11k total on a $17k loan. They were an absolute nightmare to deal with. They outsource most of the process to people who don't speak English very well. It took over four attempts to get the car picked up. They forced me into obtaining numerous pieces of paperwork that they should have obtained on their own. They do not care about you or any of their customers. They only want to take as much money as possible and provide less than the bare minimum. They would not remove my daughter from my policy, even though she hasn't lived here for years and we no longer speak. It's a complete scam and a horrible experience altogether. Avoid this company at all costs. read more

The worst insurance company ever to deal with when you have to file a claim. They never respond to any of your questions through voicemail or email. I left countless messages for Lauren Cronan, Ed Parisi and Darla Fernandez and to this day, have never responded. The most frustrating exprience ever! read more

Worst customer experience I've ever had. A insured from Hanover slammed into my parked vehicle at my house. My truck is brand new, and the parts needed are delayed. So Hanover forced me to to pick up my truck they made the shop "modify" which just means gutting the bumper so the exhaust can breathe. My vehicle has frame damage, reduced power, and the brakes are shot from the collision. I've voiced my concerns and instead of doing the moral thing of either providing a rental until my vehicle is fixed or paying my vehicle out the company is saying the parts delayed that I only need because they hit me at my house is my responsibility. Please don't put a cent into companies that don't care, why have insurance if you aren't going to insure. read more

Worst company I have ever known. I have insured my house. Unfortunately, an insured event happened and I sent a claim to "Hanover". Firstly, they never call and report on the progress of the claim. In the denial of compensation they write false and fictitious information about the causes of damage, so that the reason for the refusal corresponds to the clause of the contract that allows them to refuse. When asked where such information came from, given that I did not say anything of the kind, no one from the "Hanover" came to draw up a report or assessment, and even more so, I sent an assessment of the necessary work from the landscaping company to the "Hanover", indicating the cause of the damage, representatives of "Hanover" pretend not to hear anything, or they refer to the fact that the adjuster of my claim are not in place and only he knows the answer. By the way, I did not manage to talk to the adjuster of the claim. I think it's a mythical person. I would not recommend anyone to take insurance from this company. read more

Just no - why throw money every month at a company that is not there when you need them? Idiotic low ball offer (30% under value) on my totaled car, no negotiation even considered and an arrogant, disinterested response to any further discussion. I will change insurance company's at renewal time - 3 cars and home insurance - but until then I have zero confidence that I have proper insurance and seriously hope I have no need for them until I can switch. read more

Hands down the worst company I have encountered. My sister experienced a house fire on Easter and Hanover refused to help. Not only did they refuse to help, but they want to bring her to court. She has Stage 4 cancer and they want her to go to court. This fire has displaced my sick sister and 2 children with autism. Thanks Hanover read more

they not only refuse to pay for the stolen equipment they pay money to some investigation company to fight against me when you paying money every month and think you are protected in case of some situations and then BOOM they investigating you for 4 months and refusing you, but spending money to fight against you What for we need to deal with this kind of company ???? DONT DEAL WITH THEM AT ALL read more

We are a small non-profit amateur radio club that has had this company for insurance for many many years. This past February we had electrical issues that blew out our 2M repeater and both controllers because of this situation. In addition, we had to redo our electric out to our repeater site in order to correct our electrical problem. As a result our club had to spend over $8000 to replace the electrical, repeater, and controllers. We filed a claim for $1750 with Hanover to help make us whole on the "insured" equipment. In October we received a letter finally declining payment of our claim. The reason for denial was that since there wasn't a fire that caused that damage as a result of the electrical issues, they don't pay out on any electrical damage outside of a lightning strike. What a bizarre line of thinking. Seriously consider taking your insurance needs elsewhere. Where they'll work with you and not against you. Our club is. read more