ComplaintsforThe Hanover Insurance Group

Insurance Services Office

HeadquartersMulti Location Business

View Business profile

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Initial Complaint
08/05/2024
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I received a quote from Hanover Insurance for Auto Insurance. After I signed the paperwork and paid the quarterly payment, I received an email overnight that changed my policy. Literally hours later, my policy increased from 2100 months to 3600. No notice, no reason, no explanation. Now have to cancel policy and wait 14 days to be refunded on a policy I had less than 24 hours. Isn't this false advertising?
Business response
08/09/2024
We appreciate your forwarding this inquiry to us for research and response. As our commitment to our customers is to protect their privacy, we have responded directly to the complainant regarding the concerns. We hope that the Better Business Bureau understands our position and our commitment to protect our customers privacy in accordance with our policy. We ask that the Bureau contact the complainant directly to confirm this has reached a satisfactory resolution.
Thank you,
The Hanover Insurance Group
Initial Complaint
07/24/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Issue #1 Looking for assistance obtaining a refund for a canceled homeowner’s policy in the amount of $2,666. ******** claims a check was sent to my address of record on 04/11/2024. Several messages and calls were made requesting new checks but after several attempts I was told that I should check with the post office or send to another address. I have received hundreds of documents to this address from ******** over the years but they can’t seem to send me a refund check. When reviewing other claims on BBB website I see several others with the same issue leading me to believe no check has ever been sent. When I requested a digital copy of the check none was sent. When I requested it to be sent with tracking at my own cost they refused. Please assist me in obtaining the refund. Policy No: ********** Issue #2 I have two houses that were insured under ******** a primary home and secondary home. I noticed that my cost for both homes was about equal even though the secondary home was over half the size. Upon further investigation I discovered that the data used to determine the Replacement Cost Estimate (RCE) on the secondary home was based on the address of the primary home i.e. they used the square foot and location of the primary home not secondary home. On 1/12/24 a request to correct the RCE on the policy insuring the secondary home was made through my insurance agent ***** *** ****. I explained that the address used for the RCE on the secondary home was the billing address not the insured address. The associated replacement cost was estimated on the billing address, insured address is **** * ****** ***** ** ** ***** ** **** Address used for RCE (Also billing address) **** ***** ** 2081 sq ft 1977 Year built. I expect a refund on this policy based on the findings. See attached (*** ************ ******* ** **** *** **** ******** showing the wrong data for my secondary home. My estimate of refund should be approximately $1,240. Policy No: *** *******
Business response
08/05/2024
We appreciate your forwarding this inquiry to us for research and response. As our commitment to our customers is to protect their privacy, we have responded directly to the complainant regarding the concerns. We hope that the Better Business Bureau understands our position and our commitment to protect our customer’s privacy in accordance with our policy. We ask that the Bureau contact the complainant directly to confirm this has reached a satisfactory resolution.
Thank you, The Hanover Insurance Group
Initial Complaint
06/07/2024
Complaint Type:
Order Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My insurance company is telling me that they will not be renewing my auto policy even though I have something called accident forgiveness and have been paying top dollar for insurance with them
Business response
06/13/2024
Thank you for forwarding this inquiry to us for research and response. As our commitment to our customers is to protect their privacy, we will respond directly to the complainant regarding the concerns. We hope that the Better Business Bureau understands our position and our commitment to protect our customers privacy in accordance with our policy. We ask that the Bureau contact the complainant directly should you want a copy of our response and to confirm this has reached a satisfactory resolution.

Thank you, The Hanover Insurance Group
Initial Complaint
06/06/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I cancelled my auto insurance on 4/29/24 to end on 4/30/24. Hanover took another EFT payment from my account on 5/20/24. Every time I call regarding the refund they tell it will 10 days. I have called 3 times in the last three weeks I was told the payment was processed on 5/10,5/20 & 6/3. I have yet to receive the refund.
Business response
06/12/2024
Thank you for forwarding this inquiry to us for research and response. As our commitment to our customers is to protect their privacy, we have responded directly to **************** regarding her concerns. We hope that the Better Business Bureau understands our position and our commitment to protect our customers privacy in accordance with our policy. We ask that the Bureau contact Ms. *** directly should you want a copy of our response and to confirm this has reached a satisfactory resolution.
Thank-you,
The Hanover Insurance Group
Initial Complaint
05/24/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I was rear ended back in 2023 by an uninsured motorist and had uninsured motorist coverage through Hanover. The claim process has been an absolute nightmare for a year now. I'm on my 3rd or 4th claim adjustor and have to nearly start the entire process all over again each time. I'm not communicated with timely, followed up with, or given any details until I've repetitively follow up multiple times, and it's always the same story of they're waiting on documents. I've taken it upon myself to round up all the documents and provide them multiple times to the different adjustors and still receive no resolution. This has gone on so long that I now find myself in collections for medical bills Hanover is responsible for paying. I've attempted to get them to pay these bills, but I'm told they want to settle everything at once, which I'm sure in convenient for them but it's financially ruining me. Hanover has not conducted themselves in good faith and in addition to the physical injuries I sustained I'm now being subjected to financial harm due to their incompetence and utter disregard.
Business response
05/29/2024
Thank you for forwarding this complaint to us for research and response. As our commitment to our customers is to protect their privacy, our communication will be directly to the complainant regarding the concerns. We hope that the Better Business Bureau understands our position and our commitment to protect our customers privacy in accordance with our policy. We ask that the Bureau contact the complainant directly should you want a copy of our response and to confirm this has reached a satisfactory resolution.
Thank you, The Hanover Insurance Group
Initial Complaint
04/30/2024
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I called for a renewal of auto insurance on 4/29/24. I was told I could not be insured due to a NO FAULT incident where a piece of metal debris on the road struck my vehicle in February 2022 and my vehicle needed a $1495 repair (of which I paid $500) and due to this "accident" I could not be insured. Hanover paid $995 for this "no fault" incident. On top of this, Hanover stated that it was an accident where my wife was driving. My wife was NOT DRIVING when this happened, I was, but that goes on deaf ears. Regardless of what I said, they would not listen as the "current information" in their system was what they took as correct information.
Customer response
04/30/2024
I'd like to get an auto insurance quote. Our driving record is spotless except for a no fault claim made made 2 years ago where Hanover paid out $995 to fix my truck.

Business response
05/01/2024
Thank you for forwarding this inquiry to us for research and response. As our commitment to our customers is to protect their privacy, our customer service department will be contacting **************** within the next 2 business days regarding his concerns. We hope that the Better Business Bureau understands our position and our commitment to protect our customers privacy in accordance with our policy. We ask that the Bureau contact **************** directly should you require information about our response and to confirm this has reached a satisfactory resolution.
Thank-you,
The Hanover Insurance Group
Initial Complaint
03/13/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I am insured by Hanover Insurance Group, and have been since 4/29/22. I always fully paid, and am in good standing, with full platinum coverage for vehicle damage, with a $500 deductable. I hit a deer on 2/23/24, and obtained and submitted a police report to Hanover while filing a claim for the damages to be paid for. I obtained a repair estimate on 2/27/24 from a reputable local repair shop that has been in business for over 70 years, and has over 700, five star ****** reviews, Their expert repair extimate is $5,548.07, and that estimate was submitted to Hanover.That repair estimate, minus my $500 deductable should result in a check for $5,048.07 sent to me from the insurance company. Hanover refused to send that amount, and instead sent a check for $4,659.26, then closed the claim. I simply want the full amount (minus the deductable) to be paid to me for the repair, as the policy that was agreed upon and paid for covers.
Business response
03/14/2024
Thank you for forwarding this inquiry to us for research and response. As our commitment to our customers is to protect their privacy, we will be resonding directly to the complainant regarding the concerns. We hope that the Better Business Bureau understands our position and our commitment to protect our customers privacy in accordance with our policy. We ask that the Bureau contact the complainant directly should you want a copy of our response and to confirm this has reached a satisfactory resolution.
Thank you, The Hanover Insurance Group
Initial Complaint
01/30/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Cancelled my homeowners policy effective 10/24/23. I have supposedly been sent 3 different checks, all spaced out over a month. While they had no problems getting bills to me and my mortgage company, no checks have ever arrived, leading me to believe that no checks have ever been sent.Extremely frustrated and disappointed that this company is choosing to hold customers money.They owe me $2,266.00 as a refund for the cancelled policy.
Business response
02/13/2024
We appreciate your forwarding this inquiry to us for research and response. As our commitment to our customers is to protect their privacy, we are corresponding directly with the complainant regarding the concerns and working toward a solution. We hope that the Better Business Bureau understands our position and our commitment to protect our customers privacy in accordance with our policy. We ask that the Bureau contact the complainant directly in a few days to confirm this situation has reached a satisfactory resolution.
Thank you, The Hanover Insurance Group
Initial Complaint
01/24/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Recently I received a letter stating I owe my insurance payments. The discrepancy was created by miscommunication in the address I reside. Ive spoken to 7 representatives, all which state there is nothing we can do for you until you pay the outstanding balance. I argue that the outstanding balance is inaccurate as they added a driver to my policy without my consent. Being unaware since I received 0 letters in the mail. I was over paying for inaccurate coverage to my auto policy. The original amount was $173. My premium was then increased to over $400 without my knowledge for months. Due to insufficient funds and a miscalculation on how much Hanover was charging me my insurance was canceled. When I spoke with the 7 different representatives I asked the only compensation i receive in return is an accurate fee for the proper coverage I was supposed to have before the increase in premium. Ive been a customer of Hanover for 7 years, have a great driving record, and never missed a payment before this. When speaking to highest in command at the headquarters I was told i may or may not receive credit compensation only if they can collect the inaccurate amount that I owe. The only point I am trying to make is. I can not pay an inaccurate amount for something I do not agree and never agreed with to begin with. no one at Hanover is willing to even try to get me to a resolution. Their solution is get different insurance and we will send you to collections for this inaccurate reinstatement fee. This is a clear desperation attempt at collecting a past inaccurate balance which can not be adjusted for or compensated in any way according to the Hanover representatives. Over $1000 has been collected by hanover due to the incorrect premium increase that occurred a few months ago. I owe about $1000 dollars in fees. I ask the company revisit this reinstatement process as it is unfair to me to take a leap of faith in them when it is clear they dont have my best interest in mind.
Business response
01/29/2024
Thank you for forwarding this inquiry to us for research and response. As our commitment to our customers is to protect their privacy, we have discussed this matter directly with ************** and resolved it with him. We hope that the Better Business Bureau understands our position and our commitment to protect our customers privacy in accordance with our policy. We ask that the Bureau contact the complainant directly should you need further information about the company's handling of the matter or to confirm this has reached a satisfactory resolution.
Thank you, The Hanover Insurance Group
Customer response
01/29/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory for now. Hanover has agreed to credit me the inaccurate amount. Although extremely frustrating this is a resolution. Paying the Reinstatement fee was the only option I was given for a solution. I am willing to accept this resolution but advise the company to review all phone calls I had with the different representatives and get a better understanding of the customers point of view in order to improve the customer experience and retain the good clients rather than suggest them switch insurance providers.

Sincerely,

*********************
Initial Complaint
11/27/2023
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We did NOT renew coverage with The Hanover Insurance Company because we wanted to find ONE company and ONE contact for ALL of our business insurance needs with EASY way to log in and get policy information and handle billing without the hassle of needing to contact an insurance agent to do so. We are a busy accounting firm and needed ease of use and 24/7 ability to log in and take care of billing and policy issues so we switched ALL business coverage, E&O, property, general liability etc to ONE online company. this policy was NOT extended and we have sent them multiple notices via snail mail, email and fax yet they still continue to bill and now have some legal company harassing us even though we have also provided this information to them as well.
Business response
11/29/2023
Thank you for forwarding this inquiry to us for research and response. As our commitment to our customers is to protect their privacy, we have responded directly to the complainant regarding the concerns. We hope that the Better Business Bureau understands our position and our commitment to protect our customers privacy in accordance with our policy. We ask that the Bureau contact the complainant directly for the details of our response.
Thank you,
The Hanover Insurance Group

Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

Cookies on BBB.org

ComplaintsforThe Hanover Insurance Group

Need to file a complaint?

Complaint Details

Showing all complaints

Business response

Business response

Business response

Business response

Business response

Customer response

Business response

Business response

Business response

Business response

Customer response

Business response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary