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

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

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

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

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

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

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

This company is HORRIBLE! The customer service is awful if you get any, and the salesreps are useless and liars!

This is the most incompetent insurance company I've ever dealt with; the worse customer service in my life. I've had better response and prompt replies from the other parties insurance agency, when she was at fault. Hanover doesn't return calls and simply doesn't care. Take your money and run! Can't imagine dealing with this terrible company on a larger claim. My claim is a simple fender bender, only $3500.00 in damage and I can't get simple questions answered. They don't even deserve one star. How they stay in business is beyond me. 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

This is the worst Insurance Company I have ever worked with. I was moving to SC and I called to cancel my Insurance. I could not get in touch with anyone, nor could I find a good customer service phone number to call. A month after cancelling my insurance, this company drafted another payment at the same time as my new insurance. I called the agent, and they insisted that that had cancelled. After 2 months I started receiving late payment notices from Hanover. I called Hanover and the Customer Service Agent said he would take care of it. I heard nothing from him. Then I received a bill for a lower amount. I called Hanover and they transferred me back to agent without telling me. There rates are good but, if you want to leave, they make it really hard. read more

I have Citizens Insurance, Hanover Company, this company is horrible. Their customer service is horrible. The adjuster is in another state. It is taking forever to get a check for damages due to a back up in my basement. They would not pay for all of it, I will end up paying 5K out of pocket. They demanded detailed invoices for all the work to their satisfaction before they paid. I would NEVER recommend this company to anyone. Tom Verkest read more

The rest of the reviews speak for the service they provide here but I thought I'd add in that they definitely suck. Find another insurance company! read more

Liars, Thieves, zero ethics, would rather sue you and destroy your life than pay a claim. Looking at all the 1 star reviews on here they should change their name to Hanover Premium Collections agency because they don't insure anything. You can be assured though if they have the choice of saving your life with a medical procedure that cost $50 or saving that $50, you are dead. Stay away!!!! And don't believe anything that their adjusters tell you. read more

The clever folks at this company excluded viruses on all of their business policies. So essentially there is no business interruption coverage due to the pandemic. They will only cover business interruption due to a physical disaster like a fire or a theft. Whoever the nasty brilliant employee is who thought of excluding this possibility ...should probably be given millions of dollars in bonuses. The slogan of this company is NOT ...like a good neighbor, Hanover is there. I think their slogan must read....YEP, sucks to be you!!! I really hope that everyone is paying close attention to how all of our vendors are treating us during this global disaster. And make a point to clearly remember. We can then make decisions moving forward as to which companies we will continue to support. Let's get rid of the unethical companies that don't care about us and be sure to let them know that we are leaving due to their anti customer pandemic response. read more

If you are a business owner and have Hanover Insurance, fire them. Immediately. It's been 35 plus days since my break in. Thousands of $ worth of camera gear stolen and not one payment on my claim.....and it doesn't look like it will be paid in the foreseeable future either. They tell you to jump through hoops. You do. It's still not enough. What else do they need? Blood? Every day that goes by, I can't work and earn money because my camera gear has been stolen. They told me to "rent" gear until the claim is paid, but that is not convenient either! Who has time to go back and forth dropping off gear every day? I have filed a complaint with the State Insurance regulatory agency and still not enough. I think they hope I will give up and just take it as a business loss, but I refuse. They informed me today they still are not done investigating my claim. What is there to investigate? The perpetrator has been caught, he's in jail and now I wait. To add insult to injury, they have also investigated me PERSONALLY to be sure I had nothing to do with it. Really? Even then with my perfect credit and very little debt, they still have to investigate. Would you like to take a camera and look up my ass too? I am not sure what to do next... as I am at a loss. Can you imagine if your business or home would have burned down? You would be living under an overpass or your car. Why have insurance if they refuse to pay? #hanoverinsurance For the love of everything holy, avoid them at ALL costs. Something traumatic shouldn't have to include a break in AND dealing with the insurance company. At some point, it's time to get back to business and life. I guess it's time to lawyer up. read more

Hanover Insurance is the worst. Adjuster Todd Reynolds shouldn't even be considered human. No compassion, no caring. Every time he opens his mouth a lie comes out. Just started week four out of my home with a huge hole in my roof. T Only willing to pay 1/3 of my estimates. Can think of a worse company to do business with. Avoid at all costs. read more

The appraiser was here quickly, which I thought was amazing. However, every time I called the office, the person I was calling was suppose to call me back. (I think that happened once). Was a little frustrating. But after about a week of calling back and forth, I finally got my Appt. for my repair. read more

If you are considering the Hanover Insurance company, please look elsewhere. They have been absolutely awful! My experience: I drove through a puddle and flooded my engine on Friday, November 5th. It was late at night so I called the next day to find out they're closed on the weekend. Okay, no big deal, so I called on Monday. It took them over two weeks just to get an insurance adjuster out to look at the car. I called them multiple times throughout those two weeks and every person I talked to was clueless. When the adjuster finally came, he told me that I need to send it to a mechanic to confirm that the car is totaled. Sure, no problem. So, I sent it to a mechanic the next day, and he confirmed. When I called the insurance company back, they said that they sent a second adjuster out to look at the car and said it was a total loss. They did not sent a second adjuster because the car was at the mechanic... After multiple calls a week I have been trying to rent a vehicle, because the only form of transportation I have is my college's shuttle, which does not operate during finals, so I need a vehicle. I am 20 years old, so trying to rent a vehicle is a nightmare. Anyway, when Hanover finally answered, they told me just go to Enterprise and I'll be all set. I go, and they tell me that the insurance company needs to make an appointment. Again, after multiple calls, they make an appointment, and they tell me that I'm all set. I go back to Enterprise and they say that they need to confirm with the insurance company since I am under 21. But it's the weekend, and they are closed! I am so beyond frustrated. At this point I am done with both the insurance company and Enterprise. Because my schedule is packed, and Enterprise is only open when I am at school, I will have to walk 2 miles to school everyday. Not to mention, the insurance company is going to have a very large bill from the mechanic, seeing where my car has been there for 2 weeks. I have never left a review for something but I don't want anyone to have the experience I am having now. Once I receive money for my car, I plan on switching Insurance companies. I cannot express it enough, DO NOT pick Hanover!! read more

I had the worst experience I've ever had with an insurance company with Hanover. Someone reported an accident to Hanover without my knowledge. They apparently got my information through my plates because the only information they supplied was a picture of my vehicle. I told Hanover I had no knowledge of any accident and was involved in no accident. I further supplied them with details to show the impossibility of the alleged incident. They said I had no proof of innocence so the accuser was getting a payout, but that neither driver was ruled at fault. I later found out that they had put me at fault! I have no at fault incidents on my record in my 15 years driving except this. I'm looking into my options fighting it over them. The second thing that really irritated me with them was the unprofessionalism of the agent handling the case. It may be reflective of only him and not the company, but he was highly unprofessional in the way he spoke to me. If I hadn't known better, I would've thought I was the accuser and not the insured! I was very calm and neutral toned with him intentionally and he would speak with sarcasm, as if he knew me and had a personal issue with me. I'm sure I have never met the man but I was left very confused after every interaction. A truly wild experience! read more

I needed roadside assistance in Naperville at 1 pm on a weekday. I called Hanover and was quoted 90 minutes which seems long. 2 hours later, they've updated my time and it's going to be 90 more minutes. This is my first service experience with Hanover. I'd recommend you find a company you can count on when you need them. 3.5 hours for roadside assistance makes it worthless. read more

UGH. I have had nothing but problems with them for the past two months. After being with Hanover for four years, and only because it was the insurance company endorsed by the Mass Teachers' Association, which was supposed to get me a discount, I decided to shop around. Well turned out that I was being ripped off, and badly. They were charging me $2100 per year for one new car and one old-as-hell shitbox. I was shopping for a new car to replace the old-as-hell one, and I called Hanover to get a quote on adding the new car in place of the old. They said my premium for the two cars would go up to $2800. Well I called Progressive for a quote, and turned out they'd only charge me $1900 for the same coverage. I decided to cancel with Hanover. That has been an absolute nightmare. They were supposed to cancel as of April 1, the date through which I had paid, and instead they cancelled on March 5 and never told me until last week. When I called Progressive, they said they not only sent a notice telling Hanover to cancel as of April 1, but they confirmed it on the phone. So to please the RMV, I had to reinstate my Hanover policy, which has caused them to send me multiple bills for upwards of $600, when in reality they owe me $206. The refund check I'm supposed to be receiving is apparently missing. I come home to at least four things in my mailbox from them every day, and they're all either 1) wrong or 2) useless. The people who work there are, for the most part, not helpful at all. Changing to Progressive has consistently shown me how easy things can be, as they take care of business remarkably quickly and efficiently. But it's also magnified the problems with Hanover. I would avoid them at all costs, regardless of how they tell you they'll give you a "teacher discount." The prices are high, the service is poor, and they are terribly disorganized. I can't wait until April 1 so this debacle can officially be over. read more

Old guard Massachusetts insurance company still acting like its 1994 and they can do whatever they want. In my many years with Hanover there was always a reason (a vague and noncommittal one but a reason) why they couldn't do what they were supposed to on time, or for the price they quoted. My car was totaled in an accident and my agent disappeared for weeks leaving me with a rental car I eventually had to pay for out of pocket. When I finally got him on the phone his excuse was that they were investigating my change of address. They sure knew where to find me when they needed to bill me or send me "Happy Birthday! Have you heard about our boat insurance rates?" postcards. But not so much when they had to pay me. I finally cancelled and switched insurance companies. Committed as ever Hanover didn't disappoint. They conveniently never received the cancellation form my new insurance company sent and continued to bill me. After forcing both companies to mitigate the issue Hanover eventually conceded and agreed to refund me the money with a conservative and believable 6-10 week estimate on turnaround (psst! Take the over.) Imagine the good natured head shake and "ohhhh you guys" expression on my face when I found out they classically mailed my check to an address I haven't lived at in 5 years. Like I said, they don't make em like Hanover anymore. read more

We had a large claim and our adjuster was Thomas V. Gorski. He is a nightmare to work with, does not follow up, hears conversations differently than anyone else in the room, insulting, tardy,,vain, and a general snake. We had a private adjuster, other than our own, offer to testify against him on our behalf. His errors were myriad and apologies zero. Pray that you never encounter this man. read more

WOULD GIVE ZERO STARS Their driver was fault and turned into my lane. They refuse FULL responsibility. MAKE UP AN EXCUSE AND were rude and saying I was a LIAR. Whatever. how rude Anyway STAY AWAY, I would have a problem with a company who never EVER calls back after leaving voicemail everyday. SCARY. They are also the TOP 10 WORST INSURANCE COMPANIES. FOR A GOOD REASON LOOK AT ALL THE COMPLAINTS. Most of them have at fault drivers and them denying the claim. read more

I filed a claim with them. Their policy holder was driving in front of me as we went up a steep hill. It had snowed very lightly then froze. The road was a sheet of ice. He lost traction and crossed over the solid line smashing into the opposing lanes steel guard rail then crossed back over and hit me head on. Totaling my pickup. The whole thing took less than a minute. Hanover's adjuster told me that I share the fault because I should have swerved when I saw him coming. Apparently this adjuster grew up in So. Florida. When you have control of your vehicle on snow and ice you don't make sudden moves. Also the guard rail was on my right and his client was coming from the left front. Now I am getting warnings about committing fraud when filing a claim. They are bordering on harassment at this point. read more

Electrical work was done on my building by an electrician that had Hanover Insurance. All three fire investigators that came out to my property and concluded it was the electrician that put a screw thru his own electrical run. Hanover's official response:" We are not willing to accept liability at this time" It's been more than three years since the fire, I have had to hire a lawyer and give up over 30% of my claim to him because Hanover wont honor their own insurance policy. Ask your contractor who he/she is insured by before allowing them to work on your home or business. read more

My car wash damaged at a car wash that Hanover insures. I have been waiting months for resolution. Called there dozens of times and they never return calls. Escalated to two different managers that seem to constantly turn over. They told us they can't prove we did anything wrong ( we were going thrums car wash when our car went off the tracks and an unmanned truck hit us from the rear), so they will pay half of the repair damage. Does that make sense to you. Worst service ever. read more

This company is should be ashamed of themselves. They collected high premiums from a senior citizen with mobility issues. They NEVER inspected the house even though the coverage was for more than the home was worth. The contents were highly insured but still no verification by the company. When he passed and the family discovered damage to the house and contents, the company said it was neglect. The elderly gentleman was a book collector/seller. Why did they not at least pay for the contents? Shame on you Hanover. read more

To all the drivers out there who have Hanover insurance, if you blow a tire and it causes damage to your truck, Hanover will deny the claim. It happened to me last month, and I paid nearly $13,000 out of my own pocket to get my truck repaired. Check your policy, or change companies to make sure you're covered! My Peterbilt truck was covered by the Hanover Insurance Group when I worked for Norco/Mayflower, but Hanover denied my claim in September 2017. On a job in August 2017, I must have hit something in the roadway that made one of the tires -- which only had 61,000 miles on it -- blow out. This caused nearly $13,000 of damage to my truck, which was not DOT-approved after the accident. It took 2 weeks for Hanover to tell me that my claim was not going to be approved. Then my local agent started speaking with Hanover on my behalf. Over the course of the next 2 weeks, each person at Hanover my agent spoke with said they did not understand why I was told that my claim was not going to be paid. Ultimately, Hanover came back after 1 month and officially denied my claim. The part of my Hanover contract that's in question says (on Page 7): "3. We will not pay for the 'loss' caused by or resulting from any of the following unless caused by other 'loss' that is covered by this insurance: a. Wear and tear, freezing, mechanical or electrical breakdown. b. Blowouts, punctures or other road damage to tires" I was out of work for 1 month, which means I lost about $20,000 in earnings, and I had to pay for the almost $13,000 of truck damages out of my own pocket. This is after I paid monthly premiums of $745 for years. I expected the coverage and customer service to be far better than what I've experienced. read more

Your customer service is absolutely atrocious. Departments do not know how to communicate with each other and their clients. The underwriters seemingly work whenever they please and I was treated to nothing, but confusion. I have commercial insurance and needed to add a location on March 1st. It is now March 14th and I have still not been accommodated properly. Being in the commercial field it is incredibly important to have things done on time and I often do things ahead of schedule to add another layer of security. To not be able to feel safe & insured is absolutely unimaginable. I pay an astounding amount of money a year just to be able to have the piece of mind. Looks like all I was paying for was a piece of shit. read more

This is a great company, I had a leak in my basement. I filed a claim my insurance company came out and handled it immediately. I would recommend them to anybody. read more

i recommend people not go with insurance company. The adjuster JASON SUTKUS is discriminate CHINESE people. The way that he talked to me he discriminate me because i am a Chinese American. read more

Don't do it to yourself. You will have paid your premiums but if you need to file a claim, they do not want to pay out! They will go to extremes to deny your claim to the point of taking you to court! Buyer beware = buyer's remorse!! read more

Auto insurance customer here... let me just say that if you choose Hanover and you're ever in an accident, you're going to get totally screwed. If you think you're represented by your insurance company, you're wrong! The second you get hit, they start working against you, trying to put the fault on you so they can add a surcharge and reap the benefits of increased premiums for the next several years. Their customer service is HORRIBLE and it's like they're really scraping the bottom of the barrel for claims representatives. Seriously, HORRIBLE customer service. I can't even describe how bad it is to call there. I would rather call the RMV than Hanover, that's how bad it is. To add insult to injury, the company can't figure out their own billing. I have my home insurance with them as well and somehow something goes wrong on a regular basis and I wind up having to call every few months to straighten things out and do someone's job for them. It's really just one headache after another. read more

This company has been horrible. Almost S 500. is way to much for 2 cars not even w house insurance. Asked our insurance agent Sue through them to see about better rates or we'd need to cancel. She never called back in a timely manner. When she did she'd quoted 252. Full coverage but no roadside assistance. They changed their name from citizens/Hanover to The Hanover to take it out of our bank account. I mean do they have different names that they use to try to get one more payment? Never again. Just so done. read more

Been with them for years, filed one claim due to an accident, just got a letter of non renewal. Why have insurance?

HORRIBLE...WORST CUSTOMER SERVICE EVER! I am with Hanover only because my actual insurance agency uses them and when I had my car accident back in December (its now May folks) I have had nothing but problems with them. The claims guy I had to work with is an absolute idiot. He called me 4 times about a street name saying he couldnt find it on mapquest after I explained over and over again. Then I had to draw him a series of pictures about the accident because he couldn't understand what happened based off my description. Then the auto appraisal company they use was horrible and could not come out to appraise my car in a timely manner, which meant I now had to wait to put my car in for repairs even longer. Now, 6 months later I still have medical bills that are unpaid because their medical claims woman won't answer her phone, call clients back, or respond to faxes. Absolutely outrageous! I'll be switching insurance agencies once my bills finally get paid. read more

If there is any DISGUSTING, full of UNPROFESSIONAL custom service to adjuster, RIPOFF and UNETHICAL company in this universe exists, it has got to be HANOVER Insurance. I would give NEGATIVE stars if yelp would allow. I live in condo and our master policy is with them. The condo association has this insurance company for more than 15 years and have never filed any claim, paying ridiculous amount of premium (20-30%) higher than the market. We have a major water damage caused to our one of my bedroom and bathroom ceilings and one of the walls due to leak in the pipes. Per the policy and the by-laws, all the common elements including property damage inside the walls is covered by them. The so called adjuster more like a cheap car salesman came to our condo telling us that what Hanover covers and what they don't. The guy to begin with ,had absolutely no intention of listening to us and kept talking over us as he was on a mission to tell us that Hanover is not responsible for any coverage. I was appalled by his constant condescending rhetoric when he begin to tell that he thinks most of the damage is due to pre-existing conditions. Excuse me, are you F Blind Mr Adjuster ? You see all the huge cracks in the wall caused by the water and you think its a pre-existing condition? Finally, he left off and said he will get back to me with the estimates. We didn't hear back from the adjuster until I called some third party contractor to contact him. It was NO surprise and as expected, the adjuster came up with the estimate of $100 for the entire job. I didn't know if I should laugh or stress about it. I was like, are you serious Mr Adjuster? You think that the entire water mitigation, including taking down the walls, ceilings, painting, and putting new one back will cost cover with $100 more over our deductible. I am in the process to switch to a real insurance company and alternatives for filing lawsuits against the agent and this company. People, please BEWARE of this insurance company. The company is probably run by despicable crew who will make you fight for every penny and make sure you get thrown under the bus when you file a claim. This insurance company is nothing more than a orchestrated SCAM and Department of Insurance of all the states where this insurance company is doing business should conduct a malpractice investigation of how this insurance company is legally stealing money in the name of premiums for providing the coverage that exist only on paper but not reality. read more