ComplaintsforThe Hanover Insurance Group

• Initial Complaint

  06/07/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  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

  More info

  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

  More info

  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

  More info

  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

  More info

  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

  More info

  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

  More info

  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

  More info

  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

• Initial Complaint

  10/31/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This company claims to be part of The Hanover Insurance Group - ************* Bay Insurance Company and appeared to be real when my husband and I first set up auto and home insurance in 2021. However, when I attempted to call the agent's office, ***** Insurance Agency, LLC, on multiple occasions to dispute charges due to insurance increases, my calls were answered by *********** Insurance Company. The bill reflects the following numbers to call: **************; **************, and **************. The insurance policies for both auto and home reflect the phone number of **************. After two (2) years of paying for increases and no ability to discuss with an agent, my husband and I have switched to *********** Insurance. Now, this company is attempting to collect the last month's charges through ****************************** debt collectors in the amount of $296.54. My husband and I have paid more than enough for unfaithful business practices. I am respectfully requesting that these charges be withdrawn with no negative reporting.

  Business response

  10/27/2023

  ***** Insurance Agency (*****) is a licensed insurance agent in Massachusetts and appointed with Hanover insurance company. As part of ****** agreement with Hanover, payment for all Hanover policies sold by ***** must be made directly to Hanover and ***** is prohibited from collecting any money from customers. 

  ***** and ***************************** purchased two auto policies from Hanover with ***** as their insurance agency. In April of 2023, prior to the renewal of the two auto policies, a ***** insurance agent contacted the ******** by email and telephone to inform them that their insurance premiums would be increasing upon renewal of the policies and would auto-renew unless the ******** took action.  A ***** agent talked with ****************** several times regarding the renewals and provided a quote for new policies.

  Unbeknownst to *****, the ******** obtained new policies from another insurance carrier without using ***** as their agent.  Upon obtaining alternative coverage, they failed to notify ***** or Hanover of their desire to not have their existing policies auto-renew.  Accordingly,their existing policies auto-renewed and coverage continued.

  Approximately 2 months after the policies renewed, ****************** contacted ***** seeking cancellation of the Hanover policies.  ***** informed ****************** that because he had another policy in force, ***** could backdate the cancellation to the date the new policies took effect.   Despite this offer, ****************** stated that he did not want to backdate the cancellation and wanted the cancellation to be effective as of August 7, 2023.

  Because of Mr. ******** election,those policies were active and in-force and the ******** received approximately 2 months of insurance coverage under those policies.  Hanover billed the customer for the cost of coverage for the approximately 2 month period of time the policies had renewed. 

  Hanover attempted multiple times to collect payment from the ********.  Hanover notified the customer by mail twice that they would send the account to a collection agency if the bill wasnt paid. Since the customer did not pay the bill, ********************** sent the bill to a collection agency.  

  ***** acts solely as an insurance agent and is unable to withdraw or waive fees for insurance provided by Hanover.

  Regarding the phone numbers listed in the complaint:
  ************** and ************** are Hanover phone numbers.
  ************** is a ***** Insurance Agency phone number.
  ************** is a previous Hanover number, which has been replaced on policies (including the most recent policy sent to the customer) with **************.

  Regarding the statement that the customers calls were answered by *********** Insurance Company:
  ***** is a licensed insurance agent for ***********.  When a customer calls *****, our phone tree notifies all of our customers that if they have an existing policy with ***********, they can press a number to connect directly with ***********.  It appears that when this customer called *****, they pressed the option to connect to *********** even though they were not a *********** customer. 

  We are sorry our customers had an unsatisfactory experience,but only Hanover can withdraw or waive the unpaid fees. 

  Business response

  11/06/2023

  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 reached out directly to the complainant regarding their concerns and are awaiting a response. We hope that the Better Business Bureau understands our position and our commitment to protect our customers privacy in accordance with our policy.
  Thank you, The Hanover Insurance Group

• Initial Complaint

  10/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 23, 2023, I was in an auto accident. An *** electric company vehicle plowed into the front and side of my brand new 2023 ***** *** with only 2000 miles on it. I have filed a claim with Hanover Insurance as *** Electric was at fault. They provided me with a rental vehicle that I was supposed to have until my truck was repaired. It is now 5 months later and my truck still is not repaired as the insurance appraiser did not have the repair shop check the frame right after the accident. They have now in fact figured out that the frame has been bent the whole time, with no expected date to be finished repairing my truck. They have also now told me that they will no longer pay for the rental. As the frame damage should have been assessed at the beginning of this whole process, Hanover or *** Electric should be providing me with a vehicle at no cost until I have my truck back as they were at fault (*** Electric) and did not pay attention to detail when inspecting my truck after the accident (Hanover Appraiser - Sean B*********). I want my brand new truck back (Like Brand New)- IF not total it so that I may get a new one! OR Provide me with a rental until my truck is properly repaired!

  Business response

  10/24/2023

  Thank you for forwarding this consumer concerns to us for research and response.  As our commitment to our customers is to protect their privacy, we have responded directly to ************** 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 Pamela D***************** at ************************************* directly should you want a copy of our response and to confirm this has reached a satisfactory resolution.
  Thank you, The Hanover Insurance Group

  Customer response

  10/24/2023

   
  Complaint: ********
  
  I am rejecting this response because: They have not yet contacted me for a reasonable resolution. I reached out to ******************* in regard to the situation yesterday and I still have not heard back from them. This is unacceptable. They delay and delay. I Want a resolution ASAP!!! (Either truck to be in pre-collision,  brand new state with a rental vehicle until this is done or total my truck so I can go get a new one.
  
  Sincerely,
  
  ***********************

*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. ↩