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The Hanover Insurance Group Review

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Eric Stauffer is a former insurance agent and banker turned consumer advocate. His priority is to help educate individuals and families about the different types of insurance they need, and assist them in finding the best...

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UPDATED: Feb 1, 2019

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Hanover Insurance
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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.

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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.

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.

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.

Claims

The Hanover offers several options for claims reporting. There is a 24/7 claims reporting phone number as well as an option to report your claim online. The website has multiple online claims forms specific to each insurance product.

Hanover also offers an email address as well as a fax number for claims, making them one of the most comprehensive companies in terms of number of claims reporting options. Customers who hold Platinum policies have a separate phone number to file claims and obtain benefits.

The Hanover adjusters aim to contact customers within one business day of the claim being filed. FAQ pages are available for both auto and home claims to help customers understand the process.

The Hanover also has a claims survey option that customers can use to report back to the company about their claims experience, a sign that the company is concerned about claims satisfaction and is providing customers with a voice.

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Consumer Feedback

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 complaints, split fairly evenly between product issues and billing issues. Twelve of those complaints were resolved in the past 12 months. The number of 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.

Financial Strength

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

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.

For a list of companies that we recommend, visit our Best Insurance Companies page.

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Review Information

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Hanover Insurance Group
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About Eric Stauffer

Author: Eric StaufferI am a former insurance agent and banker turned consumer advocate. My priority is to help educate individuals and families about the different types of insurance they need, and assist them in finding the best place to get it.

8 Comments

  1. First of all, I don’t usually write reviews, but this is beyond the pale. DO NOT use this company. I have never had such a bad experience doing something as simple as canceling an insurance policy. It seems the left hand does not know what the right hand is doing in the billing department vs the other departments. Even though I clearly stated I was canceling the policy, etc they continued to bill me for months after the date, I would get random amounts on bills in the mail– it just basically felt like they were just making numbers up and sending out bills expecting you to pay them. It has taken me nearly 7 months to get something as simple as a policy cancellation finalized, and I finally just paid them an amount to make them go away, as I just couldn’t deal with it anymore and it was not worth the headache. I never even had a claim, etc with them. I can’t even imagine what kind of experience it would be with that, given something this simple was so awful. STAY AWAY!

    Reply
    • file a complaint with idoi (indiana department of insurance)

      Reply
  2. Worse insurance experiences ever. With Hanover, I had two experiences dealing with them. The first was to initially contact them inquiring about home insurance policies, as I just moved to a new apartment. They were pretty nice at the beginning and talked about their coverage and different policies. But they are not very professional comparing to other big insurers. When I asked very detailed questions, they are not that welcoming anymore. The representative that picked up my call wanted to end my call as soon as they figured I may not actually purchase their insurance. The second time my experiences went even worse with Hanover. I got contacted by one of their underwriter because they are the business insurer for a clinic that we want to hold it responsible for my friend’s injury. So Hanover called me asking what happened and what they are investigating to approve or deny a coverage. The underwriter was so UNPROFESSIONAL as she was very impatient listening to us. After I said a few words, she simply said, “ok, I will issue a denial on the claim.” Well, since they are not my insurance company, they are covering the clinic that on the opposite side. I understand if the underwriter make any decisions. But she was very rude and impatient to me! I am just providing my version of what happened and what might cause my friend’s injury. It is so unprofessional for Hanover to be RUDE on me. It seems they take pride on denying any claims. But excuse me, luckily Hanover is not my insurance company.

    Reply
    • file a complaint with IDOI (Indiana department of insurance)

      it takes no more time than it does to a review.

      Help put these people out of business.

      Oldham Insurance Agency is the worst; they are the bottom of the barrel.

      Reply
  3. 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.

    Reply
  4. I am going through the process for claim on my car. They don’t answer back and when you do get them they setup an appointment and never show. This is the worst company I have ever seen.

    Reply
    • they were then and they still are.

      please, people, file a complaint with IDOI (Indiana department of insurance)

      it takes no more time than it does to write a review.

      They have the power to impose fines and even shut them down.

      Reply
  5. I would not recommend anyone to use Hanover Insurance. It took them over a year to look at my claim.

    Reply

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