ComplaintsforThe Hanover Insurance Group
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Complaint Details
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Initial Complaint
08/08/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
One of Hanovers customers rear ended me in June. I filed a claim and was assigned ***************************** to process my claim. I waited and waited and they never got back to me until finally I reached Nate and he said that they couldnt reach their customer for a statement. He told me I should just file with my insurance carrier. I finally gave up and filed with my insurance company, Nationwide. They were very responsive and said theyd go ahead and file on my insurance so that I could get my car repaired. They also told me that they had a recorded statement from Hanovers customer accepting responsibility and had his permission to send it to Hanover, which they had done. To this day, Ive heard absolutely nothing from ***************************** and while my insurance is paying to have my car repaired, Im still going to have to pay the $500 deductible out of pocket. I have never seen such awful customer service and want ********************** to step up and do the right thing and cover my $500 deductible!Business response
08/11/2022
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 GroupInitial Complaint
06/27/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Im a member of the ************* Moose lodge, a non-profit benevolent organization in *************, **. Six weeks ago we had a flood due to vandalism and suffered about $100,000 in damage. Within a week our carrier Hanover AIX communicated $25k in flood coverage would be paid. Additional claims were made but we have not heard a word regarding the rest of the claim. This is impacted the organization preventing the lodge from supporting the community and its members. Sedgwick the assigned adjuster is NOT returning any calls providing unsatisfactory customer service. We are have been forced to filing complaints with the ******** SCC Insurance Regulators. Moose contact:***************************** ************** ******************Business response
06/28/2022
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 GroupInitial Complaint
06/14/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was a victim in a car accident on 5/21/2022. I filed my claim with my car insurance company , citizens insurance company on 5/23/2022. They have been very slow to respond to my claim. Have not provided me any directions as to resolution to my auto claim. All I know at this point is my car was a total loss but it has been like pulling teeth to get to the insurance adjuster. Im 80 years old and need to get transportation as I have many medical problems.Business response
06/23/2022
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. ********************** should you want a copy of our response and to confirm this has reached a satisfactory resolution.
Thank you, The Hanover Insurance GroupInitial Complaint
06/10/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We are facing homelessness after paying years of home insurance to The Hanover Insurance Group. On December 21st 2021, *************************** was given our file. We had a leak in our diningroom/kitchen floor, that required the floor to be removed, and subsequently the entire kitchen had to be dismantled due to same. Our contractor got us moved to another home in late Feb, and we moved in on March 1st. Since that time we have been trying, with no sucess to contact the person handling our remodel. Hanover has not released any funds, causing the work being done on our house to come to a standstill. We have no kitchen and were told we have 2 weeks to move out of the house the insurance company is paying for. I have called ever single day for weeks to no avail, his own co workers sent him emails, and I have left countless voice mails. Today, finally he attempts to tell me that they are not going to pay for this house anymore, and that I will be homeless as will my husband and daughter. I told him that we would be filing with the Better Business Bureau, because we have spent years paying home owners insurance on our home, and for what, to be ignored for 6 months, and face eviction and homelessness?Customer response
06/10/2022
We filed on December 21st 2021Business response
06/29/2022
Dear *****,
Please find attached our response to the complaint of *********************** on file with your office.
If you have any questions or concerns with our response or status of the claim, please feel free to contact our office and we will be happy to assist.Sincerely,
***
Initial Complaint
02/22/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was involved in a motor vehicle accident. This insurance company denied my claim. I called multiple times requesting a denial letter. I was told that the denial letter will be sent to my email numerous times and I never received anything. The only thing I received was a letter from the vice president of the company indicating that we are here to provide care for you. This company had failed my request as an insured customer. I still am waiting on a denial letter 3 weeks laterBusiness response
03/11/2022
Business Response /* (1000, 5, 2022/03/02) */ 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 Mr. ******* regarding his 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 Mr. ******* directly should you want a copy of our response and to confirm this has reached a satisfactory resolution. Thank you, The Hanover Insurance GroupInitial Complaint
02/16/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
My car windshield was cracked in the fall of 2021, and we filed a claim with Citizens, which is our insurer. They instructed us to go through ********* ******** had multiple issues and cancelled multiple appointments due to not having the right windshield. After 2 or so months they did have it but insisted they could not recalibrate the camera which would impact the safety features of the vehicle. ******** said the best place to take it is the dealership. We made that appointment at the Volvo dealer and after dropping it off Citizens advised they would only pay a portion, which was less than 50%. So we asked citizens for another shop, they said ********* Glass. We did as told and after dropping it off last night for this mornings installation, they called to say they do not have the glass and aren't sure when it can be fixed. I have a large crack across the drivers side to the passenger side and it is absolutely in my line of sight. I have tried to comply with Citizens requests and months later at no fault of our own, we still have a cracked windshield and the dealer was able to replace last week and ensure the correct calibration for the camera to function per the factory settings. We have complied and need assistance.Business response
02/24/2022
Business Response /* (1000, 6, 2022/02/22) */ 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 Mrs. ******** regarding his/her 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 Mrs. ******** directly should you want a copy of our response and to confirm this has reached a satisfactory resolution. Thank you, The Hanover Insurance Group Consumer Response /* (2000, 8, 2022/02/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) It isn't on Safelite as this is an issue with the insurer. ******** is a third party and I appreciate their follow up. It does appear our claim is getting handled appropriately. We appreciate your assistance.Initial Complaint
01/18/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I received a notification for online document verification to opt out for PIP auto coverage on 12/8/2021. I've submitted the information they requested. However, in the lines to list family members I need a total of four lines, they only allow two lines to be filled in. They keep bouncing this back to me and have said I will be charged for PIP. I attached the documents I manually signed to customer service, my agent has also done this on my behalf, but seems to fall on deaf ears. My policy number ****** *XXXXXXBusiness response
01/21/2022
Consumer Response /* (2000, 6, 2022/01/19) */ Hello the company reached out to me and they have resolved my issue. This case can be closed out.Initial Complaint
10/04/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
On 8/14/21 I was in a deer vs car accident. My vehicle was un-drivable at the time so it was towed to Kevin's body shop in Alto, MI. I got my claims representatives information at the time of the accident and proceeded to call him. On 3 separate occasions I left voicemails and never got a response. Finally, after emailing him on 8/17/21 I got a response and he sent someone out to look at the vehicle. Since then this adjuster has left the group and the lack of communication has been extremely frustrating. Today is 10/2/21 and I am still without a vehicle. The group will not cover anymore rental costs and I am left borrowing vehicles. When asked about totaling my car, since we are well over half the vehicles worth in damages, they say they haven't run an evaluation of the vehicle so don't know the actual cash value. At this point I don't have confidence that they will restore the vehicle to its pre-accident condition and therefore have not held to their end of our agreement.Business response
11/04/2021
Business Response /* (1000, 5, 2021/10/14) */ 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 Ms. ******* regarding her 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 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
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Customer Complaints Summary
39 total complaints in the last 3 years.
17 complaints closed in the last 12 months.