Horrible experience with the claims department. Given the run around and questions avoided. Would never choose this company for insurance.

Wish I had read these reviews years ago. Luckily I never had a claim they could deny like others experienced. I had homeowners insurance with them for 20 years on a newly built house. Over the past few years, the premiums skyrocketed. Its was crazy - no claims and every year it was going up. This year it went up about 20%. So I shopped around. Wound up saving 3,000/year with one insurer and would have been 1500/year with another insurer. This company is a rip-off. Sorry it took so long to see the light. read more

DEALING WITH HANOVER INSURANCE COMPANY IS LIKE DEALING WITH THE DEVIL !!!!!!!!! If I could give them a NEGATIVE 10 - I would! They have horrible smart ass customer service people, their insurance adjusters are crooked and if you file a claim and do everything they want you to do - they still look for reasons to deny it! Oh, and if you are here locally in Nashville and have to deal with their Attorney representative Glenda Pipken - what a joke !!!!!!!!!!! She is suppose to be an ATTORNEY and can't even spell !!!!!!!!!!!! Don't give this company 1 dime of your money!!!!!!! read more

I got hurt at work about a year ago and I wish I never dealt with them at all. They first told me that they would be replacing a portion of my wages. Over a month went by and I didn't see a penny. This was brutal seeing I had no money for food, bills etc. They claimed that they would help me out, by getting wage replacement, gas reimbursement for doctors visits and time off from work. I just received a bill in the mail stating that they never paid for any of my meds from June-August of last year. Wow talk about crazy. Trying to get a referral approved by them... forget about it. It took 7 months just to get approved to see aback specialist after the doctor they sent me to put in a referral for 6 months and numerous times. I had been sent a letter saying that my "benefits" would come to an end because I hadn't tried to seek any medical attention in 4 months. So I wrote a letter to appeal this to the California Workers Comp board and had to send my "Senior Adjuster" a copy. In the letter I totally called her out stating the 6 days that I left her messages asking her about the referral, about meds, why the meds hadn't been paid, what my next step was, etc. I also got letters from services I went to showing the numerous times that they submitted a referral to be seen by a specialist. What was also funny was that 2 weeks prior to receiving the letter I had an MRI which was through them. I thought, wow that is odd that I supposedly wasn't trying to seek treatment but yet I just got an MRI two weeks ago. This company is awful, they do not return phone calls and it is literally impossible to get a hold of a live person to ask any questions. I have my medical board next month through California State, no thanks to this crappy company that doesn't actually help the injured. read more

They are the WORST Insurance Company EVER. They dont call you back, drag their feet, lack faith in settling your claim. They act like the accident their clients caused is your fault. I had to initiate and call them on everything. Would not hear from them for months at a time. Took over two years to finally get a settlement. If you get in an accident with someone with Hanover it is best to just lawyer and deal with them that way or you will get screwed. read more

The worst company with the worst people and the worst customer service yet the best price by far for the coverage we need. I cringe every time I need to deal with someone there. Poor listening skills, little sympathy, and horrendous follow through. So I guess you get what you pay for. Just pray you NEVER EVER EVER need to work with, meet, or talk to anyone who works for them. read more

Dealing with Hanover Insurance right now, James Blaaw, the agent Hanover threw at me when my policy was cancelled due to a claim! This man is terrible to speak to and does not want to help you out at all! Do not, I repeat, Do not register with this Insurance company!!! read more

This is absolutely the worst insurance company I have ever dealt with. They have been blocking and delaying a payment for months, meanwhile I am left with no recourse. You should avoid them at all cost. they are basically shysters! read more

Recently my insurance agent selected Hanover for auto insurance coverage. After reading these reviews I'm shocked by the Hanover mistreatment of its customers and those having claims. I have only had the insurance for a couple of months but I'm definitely going to cancel it and the agent Marsh McLennan which sold it to me too. Based on the reviews on this site, It seems likely Hanover can pay the agent big commissions by not paying legitimate claims. I knew something was wrong when the Hanover website for paying bills was so primitive and inefficient. I found out out that Hanover doesn't even have an accounts receivable department - instead they contract it out to a third party. I had to pay the first invoice by FedEx check to pay on time because Hanover sent the bill so late. But when I opened the Hanover website to set up ebill or to use a credit card for future payments, I found that the check I sent 2 weeks before had not been posted to the web billing site. Hanover's explanation: they don't have a way to post payments received by check to their own 3rd party billing website. Unless you are masochist, avoid Hanover. read more

This should be negative stars This company is terrible I have never had any issues when involved in accident not of my doing I am currently jumping through hoops to prove my claim like I'm on trial . There adjuster Starla Brandenburg is an a-hole with a chip on her shoulder . I am so frustrated with them I should have sued there client for negligence instead of being honest my stupidly ! Well after 3 1/2 weeks of fighting over a $420 claim difference I have given up as I'm sure they were happy I did I worked my way up the ladder of command Spoke to claims manager jim steere another A-hole would not even listen to me just kept agreeing with idiot adjuster even after I proved beyond a shadow of doubt the issue at hand so went to robert Siegel another useless manager who would not hear me out these people hide behind each other and communicate mainly through email as to avoid any human interaction guess next time I'll get my insurance company involved as a human being you can't be heard but maybe as a corporation you could be if you have any thought about using them for insurance you would be out of your mind if you have a claim from one of their clients good luck get you insurance company involved in go for the jugular because they will beat you down to nothing and give you nothing in the end there an absolute shit company read more

I was with them for five years. Changed companies and canceled them after they debited my bank account and now they say I was a month behind and owe them $2.50. When is the last time an insurance company let a customer get a month behind without cancelation?????? They were debiting my back account. Was I not covered? Is this fraud?? You bet, at best just pure lies. DO NOT USE THIS COMPANY!!! read more

I agree with the majority of the reviews about Hanover. They are the worst company I have ever had to deal with. I recently had my car catch on fire due to wiring under the starter. Fortunately, someone saw the fire and we were able to put out before my entire car was destroyed. I had a terrible experience with the Claim's rep. She said the adjuster could come to the place where my car was at a certain time and that he would call me after he saw the car. He was almost 2 hrs late and Never called me. The Claim's rep said that the mechanic said the starter was the cause of the fire. I told her that was not true as I too had spoken to the mechanic and it was also indicated on the bill that wiring was the cause of the fire. The Claim's rep lied so she didn't have to pay me for the starter or the other parts that were burned. I had to go to my agent who spoke with her and then spoke to her supervisor. It was several days before hearing from my agent due to Hanover being so slow to respond. They now say they will pay for the starter but not the labor. We are talking about $600 which included by $100 deductible. I plan to take this further. This is an injustice and other people need to know how they respond. I hate to think what it would have been with them if I had lost my car totally. read more

Reviewing some remarks here and can't believe how ignorant some people can be when it comes to insurance. One claim situation that I read indicated that Mold was an issue. REALLY? Then why didn't you ask for a Mold Quote and see how much the premium would be, if it's a concern? Learn people, learn. This is a great company, know what your working with, then debate. read more

This was one of the easiest, and best repairs jobs I've ever had done. The technician and desk clerk were friendly and helpful and I'm very happy with the work that was done. I'm glad I had this done asap and it looks like brand new. read more

An owner of a Hanover Insurance Co. struck my car when he changed his mind about taking a left turn, crossed back into the northbound land and sideswiped my car. That was in June 4. Since then we have been trying to receive payment due for the car I had to rent while mine was being repaired. All we get is a run around from Hanover Insurance Company. It has been over 4 months. read more

If you are looking for an insurance carrier please don't get Hanover Insurance you will have more headaches than you would want to. It is a terrible company. They take so long to resolve a claim. They don't answer calls, e mails and is just a bad insurance. read more

My roof was damaged by some wild animal and I was told by Hanover it was probably racoon. The damage was therefore not covered according to an endorsement "Special Provision MA" which defines racoon as a vermin. The home policy I received from Hanover when I signed up was the standard HO3 that did NOT include that endorsement. Rick, a claim department manager blamed me for "not asking for a complete copy" when I bought the policy, and that I should contact my agent because "it is not Hanover's problem". So I learned that #1, Hanover is not responsible for providing the complete or accurate policy information, and #2, Hanover may deny a claim based an endorsement never provided to customers. read more

-10 I was in the car as a passenger so really no choice in the matter about Citizen's/ Hanover insurance. I was in the hospital for about a week with my injuries. They as now sending us to one of thier Dr. to evaluate us. The crazy thing is my Doctor office and I have call over 10 neurologist just to get into see someone. But noone want to except auto insurance claim as payment. The original neurologist at the hospital was so incompetent he complained about all the stuff he should have done and did not. So I refused to see him any longer because he is a joke. Mean while the insurance adjuster seems to twist what I say and not listen. They have set up appt. that they knew that I could not attended because of other appts.. Not they want to try and threaten that I am not cooperating. I've even sent e-mail with dates available. But they are claiming it's not soon enough. So I guess regardless of whats going on in your life they expect you to drop everything. Doesn't matter if you have kids, appts. Prior obligations... To go see their Doctor that's two hours away from where I live. To say the least this company is something else!!! Avoid them if you can. Some of them are so rude they made my mother cry. As if we are not going through enough. The crazy thing is the other driver feel a sleep. But they want to give us a hard time. They have never had a claim and been with the company Citizen's 35-40 years.. Seem like they would treat their customers a little better. Now they have raised their premium and the accident wasn't even her fault. Can wait til this nightmare is over. read more

The worst insurance company in the history of human-being. I dropped off my car at their designated auto body shop and my car was expected to pick up next Monday. Yet, Hanover inspector did not show up at the auto body shop for secondary inspection on supplementary repair. So, it has been delayed another three days. Now, it has been already one week. Yet, I haven't got my car back. Hanover simply notified me that they cannot cover the rental car fee for the extended repair. I wanted to talk to the claim department manager. But, she was out to lunch almost whole day. Very frustrating and disappointing. This is the worst insurance company that I worked with. I will surely discourage my friends and family members from purchasing Hanover insurance. read more

I had to deal with the because there insured driver rear ended me while sitting at a light. Hanover offer the worst possible customer service EVER ( Sabrina was her name). She was rude to me and each time I talked with her all she wanted to do was argue with me. My car was not safe to drive and I needed a rental right away, well she argued with me with melooking at a pic saying my car looked fine and safe to her to drive. She didn't know crap and was so rude to me. Well after there adjuster looked at the car he agreed it was not safe to drive. This company is a compete joke. Do. NOT deal with them if you can avoid it!!! read more

Do yourself a favor and avoid Hanover Insurance. Its customer service is horrible. There is nothing easy about filing a claim with them. From the paperwork to the phone calls, everything that could be terrible is terrible. Please choose someone else. read more

Had house insurance since 1987 on one house and an additional house starting in 1995. Never a claim. Then about 2011 the rates increased substantially the next two years before I switched to a new company with the same coverage for the old Hanover rates. Still with the new company at lower rates in 2015. Nice way to reward long time customers with top credit ratings. read more

Hanover was very responsive as they always have been. The Safe lite technician was on time,courteous,and did a perfect job.I am very pleased overall. read more

This is one of the worst insurance company Guys please beware of it... never ever go there. When we took small business insurance they said it is prorated every month and we didnt need it for whole year when we cancelled after 5 months they charged whole lot and while we are talking to them they sent it to collections and we ended up paying lot more than what we need for collection agency and Our credit history impacted.....please please dont ever take any insurance with these guys read more

they never offered to let me by back my car-wanted it off the body shops lot asap! it was fixable-just needed a new rear gate-they suck!

Having been rear ended Hanover was there right away. They made what could have been a miserable expedience an easy one. Right up to the company that fixed it...(Fullers of Auburn).... THANK YOU HANOVER AND FULLARS. read more

Would give 0 stars too.Taking unauthorized money from my account and will not refund.They have no clue what they are doing.Stay away from.

DO NOT EVERY BUY HANOVER HOME INSURANCE. They are nothing but a rip-off company who doesn't give a damn about customers. Our house had a rot issue in the sunroom and it surfaced when the tiles showed cracks this year. The rot occurred due to rain water flowing into the floor joists from a wraparound deck. they initially said the cracks appear big to have occurred this year - in fact the cracks occurred this year and our contractor opened the tiles to see the damage beneath which is why the cracks appeared bigger. They then said the wooden exterior doors could have caused the leaks when the doors themselves are perfectly fine. I am thinking of filing a lawsuit but, wanted to let everyone know that they will never pay for any claim. STAY AWAY FROM HANOVER!! read more

I would not recommend this company to anyone, even if i dislike you I would probably save you from making a huge mistake, this is the WORST insurance company i have ever dealt with, first one of my vehicles was stolen and the insurance refused to cover the damages since the driver did not have a valid drive licence, in other words if your vehicle is ever stole you better pray the thief comes with a good back round, and on a second policy(business policy) i called requested to have my business banking information changed from one debit card to a different debit card, i send in the requested forms and even spoke with some one over the phone who assured me the changes were made and it would take 30 days for it to take affect, since it is a business account i very rarely check my balance i trust that all the financial institutions will do their job,BUT not this one they sent my account straight to collections after the payment was declined 3 times, i tried to fix the whole situation but i was told that it was my fault for not updating the banking information "you must have been confused when you spoke with our customer service" they had the nerve to say i was at fault..long story short save your self the head ache and money look else where Hanover is not reliable and does not and will not protect you or your vehicles, all they want is money money money with no responsibility. i am very disappointed and disgusted with this company. read more

DO NOT EVER have car insurance here. You may think, when you get in an accident, you have car insurance they will help you! But wait, they are there ONLY to get your premiums. Don't ask them or their agents who sells their policies, to help you. May be judicial system will help you. if you had rating minus, rather than starting at one star, I would have rated minus. read more

I was surprised to see the '09 negative reviews. We've had Hanover for 26 years, both auto and home, and have had great service. In that period we've had two pipes freeze and one lost scheduled item, and everything was covered and handled quickly. We've had three auto accidents, (all were 100% the fault of other drivers), and the claims people took charge, paid for loaners and repairs (and a very minor injury), and then took care of collecting from the other drivers' insurance companies. If you use one of their recommended body shops (not required), the process is even simpler and quicker, and the body work was perfect. We have had great service this whole time from (the same) agent (Karen) at McWalter Volunteer Insurance Agency in Maynard to whom I emailed photos of the most recent accident from my phone. read more

1 star because I can't give a 0. I've never been treated so poorly by a company I've been a customer of for 15 years. I was rear ended and my car was deemed totaled. My car was in immaculate shape and had no intension of getting a new one. Hanover refused to pay out what I owed even after providing them market data stating what my car was actually worth. The refused to fight the other persons insurance and go to bat for me. They actually seemed to act as if the accident was my fault. On top of it, I asked to have my rental extended and they refused because their policy is that I had 5 days after they offer a payout. Not when I agree to a payout, but when they offer one. Mind blown at that point. Not done though. After fighting with them for 2 weeks I had to give in. So, I started the day with a perfectly good car, ended it being $1k in the hole and I have no car to get to work, and have not heard when I will receive a pathetic payout from MY insurance company. Never get a policy with Hanover Insurance. I repeat, NEVER GET A POLICY WITH HANOVER INSURANCE!!!! read more

Hanover Insurance Company is just awful!!! Horrible customer service and very confrontational while speaking with the adjuster on the phone. I am so glad that they do not hold my auto insurance!!!! read more

I've never dealt with such an unfriendly business before. I am the victim and am being treated like I caused the accident that left my car totaled. My calls are not being returned promptly, I'm being low balled by this company and the adjuster on my case. My accident happened on the 30th of Oct. and I still have no resolution. Only two days ago did I get a loaner car from them and only for 7 days. I have no respect for this insurance company and do not recommend it to anyone ever. read more

I totally agree with Donna W. This company is bad. My adjuster is plain rude and thinks I am stupid. They have totaled my car while I was out of town and not able to contact them. They did this based on conversation with my son who had the accident even though I am the policy holder. No paperwork whatsoever as to the appraised amount and how was the value arrived at. Just a verbal without any consideration as to what I might have wanted. I don't deal with car insurance loss everyday so I should be guided as to my options not ripped off. Plus they told me that they will only provide me with a loaner car for 8 days. I pay extra for that coverage and there was no explanation as to why. What should I think? The adjuster didn't like me or what? This is unreal. I would give them a ZERO stars if that was the option. Nightmare. read more

I've been with Hanover for over 5 years. My car was recently hit while parked in a parking lot so I made a claim under my uninsured motorists coverage. My car is less than a year old and less than 10,000 miles. The body shop repaired the fender damage but when it came time to repair the pin striping they could not match the correct color. Hanover told me that I was responsible and they would only repair the damaged area - which would have left me with a pin strip down the side of a brand new car with two different colors. I went back and forth with a very rude manager - Donna - who would not quote the specific language that specified my car could not be restriped to keep the color the same. She would not provide her supervisor's name or number either. needless to say I ended up paying the difference in the striping but am completely outraged by their customer service. I am looking for a new insurance carrier. Bottom line - don't use Hanover. read more

One of their insured drivers backed into the front of my car while I was behind the driver at a stop light. It took days for me to even reach a contact (Kimberly Tatem) @ Hanover, and then the rep tried to insinuate the accident was MY FAULT, despite me having a police report. I believe she also lied about NC state law in an attempt to mislead me into accepting their denial. She told me she would have to 'talk with her supervisor' and call me back the following day, but I heard nothing for another 2 weeks. My own insurance company seemed baffled over the hassle (and non-responsiveness) with Hanover over a very clear-cut case. My brand new car was only 3 weeks old at the time and the cost to get it repaired at my dealership is only about $350, but they refuse to cover the full cost of me getting my car repaired at the dealership where I bought my car. I hope no one ever has to deal with this group; they are unprofessional, unresponsive, and will look for ANY way possible to NOT pay you what you're rightfully due. All they do is deny claims at whatever cost. I will be taking them to court and I'm confident I will win. read more

Working with this company is nothing less than an absolute nightmare. One of their clients rear-ended me in January, and they kept conveniently losing or miscommunicating paperwork relative to the auto repairs. It took close to 2 MONTHS to get my car back, a week of which the car was in perfect working order, but the repair shop couldn't release it to me because Hanover hadn't paid them yet. At the time of this writing it has been nearly 6 months since the accident, and they still haven't reimbursed me for the car rental I needed (over $1500 given that I needed a rental for nearly 2 months). I have called more than 8 times, and every time I'm told that they have all the info and that a check is forthcoming, but it never comes, and they don't call me back. I have since had to get my insurance company to harass them, since I'm not getting anywhere calling them myself. The total lack of customer service is appalling. Avoid Hanover at all costs if you can. read more

I have been in the car industry for 30 years and have worked with many insurance companies. Hanover plain and simple does not pay their claims. The people that work their are idiots and have no idea how to settle claims in a fair manner. They lowball everything. I had a claim with them and they sent me a check to fix the car. The body shop submitted a claim for things their appraiser missed. This totaled the car. They told me the original check they sent me was all I was getting. I asked about totaling a car at 80% they said they do, but they made a mistake on my car and that is all I was getting. Even though in MA the insurance companies have to return your state sales tax on a total loss. They tried to keep this until I called and fought for it. I can't believe th State of MA allows this company to operate in this state. They are thieves. Moved all my business to Commerce which is who I should have gone with to begin with. Stay clear of this company, even if you can save on your premium. It's no good saving on your premium if when you have a claim you can't collect. MA Insurance commission should be investigating this company. read more

We have had Hanover for our home owners insurance for so long we can't remember for how long, maybe 14 years or more, never had a claim, never had an issue. Suddenly, we get a letter saying our policy is going to be cancelled....we call and find out that they sent out someone to do a walk around our property and they couldn't find us...apparently using a phone is too much for them, sending a letter was easier...so they finally come out, ask a lot of questions about what breed our dogs are (we found them on the side of the road, not even 5 weeks old, kept them, not sure what breed they are, lab mix with maybe pit bull, but don't know for sure), asked a lot of questions about an area of the house we were re-siding. We get a call a few days later from our local insurance rep., who explains that we have until the end of May to finish the siding, and DESPITE the fact they we had pit bulls, we may get our policy revewed, tho it would be in our favor to get our policy renewed if we also carried our auto insurance with them.....WHAT????!!!!! Let me say that in all these years of having our homeowners policy with Hanover, we have NEVER had anyone do a walk around EXCEPT when we first started our policy, not in 14 years has anyone come to our property. Let me also say, we are insuring our house, not our dogs. The breed of our dogs is of no concern, especially since we have owned them for 6 years, and that never mattered before. And no, our dogs have never bitten anyone, acted like they were going to bite anyone, and have probably never even thought of biting anyone, tho I am thinking of training them to bite insurance adjusters....So, we think this all over, and get more and more disgusted by the whole thing, and tell them where they can put their home owners insurance policy....and after 14+ years, our insurance rep doesn't even say "thank you for your business", "kiss my #@*" , NOTHING! 14 + years of taking our money and we don't even get a thank you. By the way, have a new home owners insurance policy with another company that was cheaper, and no one ever asked us what breed our dogs were....so Hanover you can kiss my dogs @#*. read more