ComplaintsforThe 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 I am respectfully requesting that these charges be withdrawn with no negative reporting.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,
  
  ***********************

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 19, 2023 I parked my car overnight and noticed it damaged the morning of the 20th. I made a claim with Hanover insurance company on August 21, 2023, and was told by the adjuster to take pictures of my car which I did. I was advised to take my car to ******** and a loaner was set up for me. About 4 days later another senior adjuster Tristan F****** called ********** to cancel the loaner and instructed me to pick up my car and alleged that his estimated said that I hit a fixed object with the car and an investigator will call me. I spoke with the investigator and had several email exchanges with Mr. F****** because my car didn’t feel safe to drive as it felt like something was wrong with the brakes. He scheduled for me to get another loaner and return the car to ********. Two days later he again canceled the rental stating that his manager advised him to cancel it and said that I needed to cover the rental until investigation is completed. He suggested that I cover the cost and they reimburse me if my case end up being approved. The problem with this arrangement is that my car was rear ended by another car and damaged my wheels and Hanover refused to cover the cost claiming the the other drivers insurance info was not on police report. I ended up having to pay to have my wheels repaired and was promised a reimbursement since January 2023, and it’s nine months later and I haven’t received it. Now, I have a loaner and my car is in ******** with no updated or end date as to when my car will be repaired and it has been almost a month. I am paying $609 per month for insurance with covers rental and damages to my car whether by another vehicle or me hitting it. The adjuster has been nothing but confrontational and unprofessional. Twice he caused me embarrassment with the car rental and the whole process as been a lengthy waste of time. Meanwhile I am racking up a rental bill, with no knowledge if they are approving my claim or paying the rental bill.

  Customer response

  09/19/2023

  Regarding resolution, I need Hanover to repair my car and cover the cost of the rental car that I have now in my possession for about two weeks. 

  Business response

  10/04/2023

  Dear **********************, 

  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 ******************************* directly at ************************************* should you want a copy of our response and to confirm the concerns have been addressed and resolved.

  
  Thank you, The Hanover Insurance Group

  Customer response

  10/04/2023

   
  Complaint: ********
  
  I am rejecting this response because: since a few days after submitting my claim, this was the allegation being made by the insurance company without inspecting my car, they alleged that I hit a fixed object. I was advised to get a rental and take my car in for repairs and I did that. I again was advised the following week to do the same and secure a rental, a rental in which I was advised by the insurance to pay upfront for until they complete the investigation, which was a fluke because they had already determined that I hit something from the start. First it was, my car only had scratches and no indentation therefore I hit something, after examining the car and seeing that it indeed had dents there position did not change. Then they told me, for the wheel to have an alignment or steering issues this proves that the car was in motion. The supervisor Denise R*****told me that the proof they have that my car was in motion are the pictures and that it doesnt take an expert to see that the car was in motion. I request proof from them that they said their expert investigated and proved that I hit a wall, I am still waiting. I also requested information on how to appeal from the supervisor, as well as their corporate office information and I still have not received it. In fact when I asked her for her last name she initially refused saying its only Denise, when I remind her that she should at least behave like its a professional business, that is when she provided her last name. So basically, they are expecting me to pay for the damages on my car plus the car rental in which they advised me to secure. In the meantime, I am paying $600 per month for insurance that covers collision and other accidents including the one they are claiming occurred, as well as car rental. 
  
  Sincerely,
  
  ******************************

  Business response

  10/09/2023

  Thank you for forwarding this additional feedback for further research and response.  As our commitment to our customers is to protect their privacy, we will be responding directly to ****************************** regarding her concerns this week.   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 ******************************* 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

  10/10/2023

   
  Complaint: ********
  
  I am rejecting this response because: Communication between myself and the business have not been favorable and nothing short of antagonist and judgmental to say the least. In their estimation I was guilty from inception they made a determination as to what happened before even an investigation. Like I said, even the manager was clear that even a lay person who is not an expert could've came to the same conclusion, and their proof that I am lying are the pictures. So basically, it's my word against the entire company and they hold all the cards because their words hold more value than mine. I have lost trust and faith in the company and their business practices. 
  
  Sincerely,
  
  ******************************

  Customer response

  10/10/2023

  I am more than happy to submit the email correspondence between myself and the Insurance company to support my stance on the matter if required. From the start it was determined I hit a fixed object, even went as far as specifying that the object I hit is a wall. 

• Initial Complaint

  08/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  hanover was sent notice of cancellation of all my policies 4/30/23. I made payment of 2063.25 on the attached statement and receipt dated 2/12/2023 for the first quarter billing cycle from 2/22/2023. The policies were not cancelled as requested. I emailed/spoke to ******************* and thought the issue was rectified in June. Since, I received a notice from a collection agency at which time I disputed the collection. After that a resolution was created which I will attach. They sent a spreadsheet (also attached) claiming I owe them money. As I can actually do math, unlike Hanover, I have tried to walk them through the basic addition/subtraction and division necessary to do this calculation but have not received timely response. The amount of time I have had to dedicate to this is ridiculous. Here is the breakdown, based on the spreadsheet they sent me as I am no longer able to check the premiums on the policies from their website. Auto premium 4194/365 days is 11.49/day. Which is 781.35 for 68 days (2/22 thru 4/30). The new vehicle is 1166/365 days which is 3.1945/day. 3/28 to 4/30 is 34 days. Which is 108.61. House 3808/365 = 10.432/day x 68 days = 709.435. Total charges are therefore: 781.35+ 108.61 + 709.44 = 1599.40 I paid 2000.50 on 2/12 as you stated. Which is an overpayment of 2000.50 - 1599.40= 401.10 owed to me. There are not late charges as nothing was paid late. This spreadsheet has eliminated the personal umbrella policy. I believe it's premium was 251. Divided by 365 would be 0.6876/day. For 68 days that's 46.76. I actually paid 2063.25. So if we add that in. It's actually (and i know this is difficult) 2063.25 - [(781.35 + 108.61 + 709.44 + 46.76)] = 417.09...

  Business response

  09/01/2023

  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 ********************** 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 Mr. **************;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

  08/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Filed a home owners insurance claim on June 28, 2023 adjuster has not communicated at all with me. every house in my neighborhood has already had full roof replacements from hail damage as well as gutters. I have yet to receive any communication from the adjuster, Matthew G*****. I have left multiple messages on Matthew's phone and received no correspondence. I have reached out to Hanover now 4 times as well and the supervisor has not contacted me either. Nothing i have done has led to any communication . I just want to be treated correctly as a customer and be indemnified correctly Claim number is ***********

  Business response

  08/17/2023

  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 ******************* regarding his/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 ************ 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

  08/17/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  08/08/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On or around November 2022, I filed a claim for my sewer line that was faulty. To my understanding, this matter is an insurance issue. The matter was resolved, however, Hanover has reported to the Insurance Bureau that there was vandalism involved. Due to their being an erroneous entry that there was vandalism involved, when Hanover cancelled my policy, it was next to impossible to obtain homeowners insurance. Fortunately, I was able to obtain homeowners insurance, however with this false and incorrect entry of vandalism, I was advised that in the future this would still pose an issue. Therefore, I am demanding that Hanover correct this matter and a follow up letter indicating that the erroneous entry of vandalism has been corrected.

  Business response

  08/16/2023

  Thank you for forwarding this inquiry to us for research and response. As our commitment to our customers is to protect their privacy, we will be responding to ************************* 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 ************************* to confirm this has reached a satisfactory resolution.
  Thank you, The Hanover Insurance Groups

• Initial Complaint

  08/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Unresolved Reimbursement Issues I am writing to express my extreme frustration and disappointment with the lack of communication, inaction, and failure to reimburse me for car share rides that I have incurred due to an unresolved issue. Despite my efforts to address the matter promptly, it has been left unresolved for an unacceptable amount of time.I initially brought the issue to your attention on 6/14/2023 explaining the situation and requesting assistance to rectify it. However, since then, I have not received any updates, and my attempts to follow up have been met with silence. This lack of communication is not only unprofessional but also leaves me feeling neglected as a valued customer.Furthermore, I would like to emphasize that the issue itself could have been resolved with due diligence on your part. It appears that not enough attention has been given to addressing the root cause of the problem, which has caused unnecessary delays and inconvenience on my end.To make matters worse, I have had to rely on car share rides, incurring out-of-pocket expenses while waiting for the issue to be resolved. Despite being assured of reimbursement, I have not seen any progress in this matter. This has added financial strain and stress, which is entirely avoidable if timely action had been taken In light of the aforementioned issues, I kindly request that you take immediate action to rectify the situation. I expect a prompt response addressing these concerns and outlining the steps you will take to improve your communication practices, demonstrate due diligence, and reimburse me for the expenses incurred

  Business response

  08/15/2023

  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 XXXXXXX regarding his/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 XXXXXXXXXX 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

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Been a month or better tree fell on neighbors garage I sent pictures 2 times only heard from lady 3 times still not resolved no answer if you will cover it or not this is unacceptable business been month or better and still no answer meanwhile neighbor has to use his insurance with a hole in his roof then you increase my insurance for no reason but yet you cant tell me whats going on with this claim thanks

  Business response

  08/09/2023

  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 ******************** 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 want a copy of our response and to confirm this has reached a satisfactory resolution.  Thank you, The Hanover Insurance Group.

• Initial Complaint

  07/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was contacted by Hanover Ins. "***********************" on July 24, 2023 in reference to an auto claim, to which I told ****** they had the wrong information and since they had all my personal information in their data base (unknowingly) I asked them to delete my information. I was told they were unable to do this even though I asked for their IT department which they replied "we do not have one" ??I have reason to believe this company is selling my personal information and DEMAND my information to be deleted from their database.As a result, I am forced to lock down my credit and taken further steps to protect my information.Unacceptable.

  Business response

  07/26/2023

  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 *********************** via email on July 26, 2023 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 **************** 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

  06/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Wasnt able to file a complaint in the time required due to medical problems I was also homeless at the time,I currently see a Neurologist due to head injury, I have memory problems and uncontrollable movements on my right side unable to communicate correctly I forget words , depression, besides my back is injured also my 2 shoulder dislocated I was able to file workers compensation back on 3/14/13 I was told by Hanover insurance that I check was sent which I DID NOT RECEIVED, so I tried calling LAWYERS HIS NAME IS ***************************** found out he is NO LONGER ACTIVE ? I strongly believe my check was cashed by SOMEONE ELS, Unable to obtain information from anyone , If I need to take it to Small claims I will but I need help obtaining information about WHEN, where and who received a check ?

  Business response

  06/27/2023

  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 ******************************* at the email address provided in her complaint.   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 want a copy of our response and to confirm this has reached a satisfactory resolution.
  Thank-you,
  The Hanover Insurance Group

  Customer response

  06/28/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Unable to open message please resend it to email ,  I tried 3 times using  Google , Chrome and SAFARI, I also made sure the internets connection was good, 

  wasnt able to open .

  message 
  Sincerely,
  
  *******************************

  Business response

  06/29/2023

  The company has resent the email to ****************** as requested, but we have also placed a copy of the response in the mail to her attention at the address she provided to the BBB.   As stated previously, the company will not engage in an exchange of details via the BBB due to privacy concerns.

  Customer response

  06/30/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  The Hanover Insurance sent a private message using  Encrypted Mail system, onces again I wasnt able to OPEN/READ MESSAGE , therefore I DO NOT ACCEPT THE RESPOND SENT BY THE HANOVER TEAM , ENCRYPTED SYSTEM, seems to be in operable, I am cautious following instructions before I click to continue or and waited for a New Code sent to me , I Do not receive a Code from Original message or other, 

  I give my consent to BBB to obtain message in my behalf, from The Hanover insurance, 

  BBB system is much easier to navigate. 

  IS EXTREMELY URGENT TO ME that I RECEIVE  A RESPOND BACK FROM YOU , also I ask to please consider that I am using /have a Cell phone Under The ***** Plan , which carries limited service on Megabytes/ internet is extremely slow, 

   

  Sincerely,
  
  *******************************

  Business response

  06/30/2023

  As our commitment to our customers is to protect their privacy and the privacy of their information, the company has sent additional emails to ****************** on this matter.  We have also mailed a physical copy of the response to her at the address she provided to the BBB.   We trust 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

*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. ↩