ComplaintsforThe Hanover Insurance Group

• Initial Complaint

  10/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  At annual renewal, The Hanover Insurance Company increased my annual auto insurance premium from $1131.00 to $1436.00--an increase of more than 25%! The renewal documents contained no explanation for the increase, but no explanation could justify it! I have had no accidents or citations. Also, the final monthly payment for last year's premium ballooned by $109.00 (also without explanation). In addition to this complaint, I have filed a complaint with the ************* ******** ** *********.

  Business response

  10/18/2024

  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 responding directly to the complainant regarding the concerns by November 1, 2024. 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

  10/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I submitted a claim for a power surge issue on 9/23/2024. I had the EQUIPMENT BREAKDOWN insurance to cover equipment failure due to power surges, etc with a $500.00 deductible. My claim, was diagnosed by a professional A/C technician who has serviced my A/C since I have owned it. I opened a claim with Hanover as soon as my problem occurred. I included information about the power surge that occurred and heard the A/C quick cycling and lights flickering on and off at the time of the power surge. That caused the air to stop coming through the air vents because the surge caused the variable speed blower motor to stop working. The Unit is approximately 12 years old and has worked perfectly. This motor has a 10-20 year life span. The Technician said the cause of the motor going out was a strong evidence of a power surge, not wear and tear. I sent the claim adjuster at Hanover all the information that I had. His name is Christopher W Claim Number: *********** Phone: **************************. I had spoken with him on the phone and through email. Christopher W spoke with the technician directly and the A/C company.. I provided Christopher W the invoice and the work that was being done and was waiting for the claim to be processed so that I could be reimbursed for the money that I paid out less the $500.00 deductible. I received an email from Christopher W asking for information about the motor, the question was if I had the motor and I explained to him that the technician took the motor after the repair. I expect people to provide details of the claim process so that I can provide the information requested. Christopher W did not ask for pictures or schedule for someone to come out to look at the motor. Christopher W had the direct phone number of the technician and could have requested pictures at any time. I expected a follow up call Claims Manager Kelsey S and never heard back from her after she reviewed my claim, I am not satisfied.

  Business response

  10/03/2024

  Thank you for forwarding this inquiry to us for research and response. As our commitment to our customers is to protect their privacy, once the claim has concluded and coverage determined, our claims unit manager 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

  Customer response

  10/04/2024

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

• Initial Complaint

  10/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We filed a claim for roof damage in June 2024. The insurance adjuster Brian E failed to return calls and emails to myself, my husband, and our roofing company numerous times. We received a letter from Brian/Hanover on July 1st outlining the results of the claim. Since then, the roofing company, ********************, and I have not been able to counter the adjustors claims regarding the roof. ****** Roofing has called and emailed Brian several times but I only received one call back on July 25th which did not cover the issues the roofers were questioning. We are asking that a different representative from Hanover work with us and the roofing company to pursue next steps with fixing the roof.

  Business response

  10/15/2024

  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 responding directly to the complainant regarding their 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

  10/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The Hanover Insurance Group, Inc. Corporate Office *************************************************************************** Subject: Dispute Regarding Auto Insurance Billing and Website Issues Dear Sir/Madam, I am writing to express my concerns regarding my auto insurance account with The Hanover Insurance Group. I have encountered ongoing problems with your website and billing communications that require immediate attention. The Hanover website consistently shows a $0 balance due on my account, even though I have received past due notices in the mail. These letters also threaten cancellation of my policy if the alleged balance is not paid. This inconsistency between the website and the mailed notices is confusing and troubling. Additionally, I signed up to receive email notifications for billing reminders but have not received any such notifications, further complicating my ability to manage my account. I kindly request the following actions: 1. A review and update of your website to ensure it accurately reflects my account balance and payment status. 2. A correction of your email notification system so that I receive timely reminders as intended. 3.Clarification of any outstanding balances to avoid future threats of policy cancellation. Please respond to this letter within 14 business days to confirm receipt and outline the steps being taken to resolve these issues. I trust that The Hanover Insurance Group will address this matter promptly. Thank you for your attention to this issue, and I look forward to your swift response. Sincerely,****** *******

  Business response

  10/15/2024

  Thank you for providing us with valuable feedback on our marketplace interaction with one of our customers. As our commitment to our customers is to protect their privacy, we have responded directly to ****** *******. It is our goal to provide the best service experience to our customers, and we will use this market interaction as part of our continuous process of improvement for all parties with whom we do business.
  

  Thank you,

  The Hanover Insurance Group

  Customer response

  10/15/2024

  
  Complaint: ********
  
  I am rejecting this response because: the issue was never addressed.

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

  Business response

  10/23/2024

  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 the complainant regarding the concerns and have sent a formal response letter to the customer via email. 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

  
  

  Customer response

  10/24/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  **** *****

  Compliance ************************************************ of the Midwest

  ***************************************************************

  
  

  RE: Dispute of Account Review and Billing Concerns

  Policy Number: A6H J226473

  Policy Period: 11/24/24 - 11/24/25

  
  

  Dear *** *****,

  
  

  I am writing in response to your letter dated October 23, 2024, regarding my concerns with your website, billing communications, and account management. While I appreciate your review, I must dispute several aspects of the findings and the handling of my account.

  
  

  1. Notification Issues:

  As you noted, my account is enrolled in both paperless notifications and text notifications for billing, payments, claims, and policy updates. However, I did not receive any email or text notifications, as promised, regarding my upcoming premium payment due on September 1, 2024. Since I rely on these notifications to manage my payments, this failure resulted in my delayed payment. Citizens' system failure to send these alerts is beyond my control, and the intent-to-cancel notice was unwarranted in light of these missed notifications.

  
  

  Please verify your records to confirm whether emails and text messages were actually sent on the specified dates. If these communications failed, I request that this issue be escalated and resolved, and that Citizens correct its error.

  
  

  2. Billing Cycle and Zero Dollar Balance Display:

  It is highly misleading for the My Hanover Policy account to display a zero-dollar balance before the billing cycle starts. This practice prevents me, as a policyholder, from clearly seeing when payments are due. Given that the billing cycle begins 25 days prior to the due date, Citizens should make it clearer to users that an upcoming payment is pending. This lack of clarity contributed to the late payment and triggered an unnecessary cancellation notice.

  
  

  3. Intent to Cancel Notice:

  While I understand that legal documents must be mailed, it is important to emphasize that the delay in payment was due to your failure to properly notify me of the upcoming premium. This delay was rectified promptly, with the payment being made just five days after the due date on September 6, 2024. The timing of this payment shows that I acted in good faith to resolve the situation as soon as I became aware of it. Issuing an intent-to-cancel notice, especially when the payment was made in full before any lapse in coverage occurred, seems unnecessary and punitive.

  
  

  Request for Resolution:

   

  Given the issues identified above, I request the following:

  
  

  That Citizens conduct a more thorough review of my accounts notification history to verify that all promised notifications were sent.

  
  

  That Citizens review its policy regarding the billing cycle display and revise it to provide clearer notice of upcoming payments.

  
  

  That Citizens confirm my account is in good standing and consider removing any negative marks or penalties associated with the delayed payment.

  
  

  
  

  If there are any corrections or updates needed in my contact information, I will work with my agency, ***************************************************** However, the root cause of these issues appears to be system and communication failures on Citizens part, not an error in my personal information.

  
  

  Please respond to this letter at your earliest convenience. I may be reached at ******************** if further information is needed. I appreciate your attention to this matter and look forward to a swift resolution.

  
  

  Sincerely,

  ****** *******

  ********************

   

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

  Business response

  10/30/2024

  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 the complainant regarding the concerns. In our initial response, Mr. ******* was provided with our direct contact information and should be corresponding with us directly. 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

  09/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a storm come through on August 27th 2024. My home has significant siding damage. I called on the 28th to file a claim. The adjuster came out a few days later to do his review. Upon completion he let me know my roof has a large amount of hail damage as well. He said give him 10 days to get the report together. 10 days came and went and no response. So I called him with no answer. I’ve left multiple voicemails and emails with no response. Finally on day 20 he calls me. Says the report is done and he sent my check. Well the report didn’t account for any of the siding damage just the roof and the check he sent has the wrong mortgage on it so even if I wanted to cash it I can’t. I contacted him back letting him the know the estimate is incorrect and he asked my contractor to send photos of the damage which he did plus sent his estimate for repair. Now we’re going on over a month and my house is still in disrepair. I’ve called the 800 number and they transfer me to his supervisor with the same issue. No return calls or emails.

  Business response

  09/25/2024

  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 the complainant regarding the 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 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

  Customer response

  09/25/2024

  
  Complaint: ********
  
  I am rejecting this response because: They said they’d respond directly due to privacy and never did.
  
  Sincerely,
  
  ******* ********

  Business response

  10/07/2024

  Thank you for forwarding this follow up 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 customer’s 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

  09/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last calendar year 2023 I had Hanover Insurance as my workman's comp for my business, all bills were paid via ACH from business account. This year 2024 I got a bill stating I owed them $249.00. I was told the bill was owed for under-reporting my income. They state that I made $450,000. I actually made $45000. I advised them that there was a mistake, nothing done. I advised the person I bought the policy from that there was a mistake. She stated that I would have to redo the audit online and correct my income to $45000 instead of $450000. She told me not to enter the period for the dollars and cents, leave it blank as this had happened to several other clients. I waited for the online audit to come. It never did. I contacted my salesperson Veta again. Then contacted the company in ****** again. Each time explained again the issue. My salary was misreported in the online audit. I have the QB statement and provided it twice showing the actual amount paid in 2023. No answers. The last time I called Veta E, my salesperson, she told me I am in collections so no one can help me and I would be forced to pay the bill as no other corrections can be made. So I am asking for the help of the BBB. I don't owe the money. The online audit form reported my income incorrectly, or I made a mistake entering the information. As proved by my QB statements, I did not make $450,000.00 last year, I made $45,000.00. I am asking for help resolving this issue as I cannot get anyone at the company to help me.

  Business response

  09/19/2024

  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

  Customer response

  09/23/2024

  
  Complaint: ********
  
  I am rejecting this response because: they have not contacted me.  This is exactly what has happened for the last six months in trying to close this issue.  They have not been responsive or returned any of my calls.  The company has not contacted me in anyway since receiving the complaint.  I believe this is the way the company behaves and it will be no help to me at all if they don't have to go through the BBB.
  
  Sincerely,
  
  **** ********

  Business response

  09/27/2024

  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

  09/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 22, 2024, our business, ************************, an indoor shooting range, sustained significant damage from one of the tornadoes that struck ***********. The storm severely impacted our HVAC systems and the range's ventilation system, which is crucial for filtering harmful fumes and ensuring customer safety. I filed a claim with my insurance company on May 27th and was contacted in early June. An initial adjuster visited and confirmed damage but said he could not assess the extent without a report from a licensed HVAC specialist, which I promptly provided. Despite this, the insurance company disputed the report. Additionally, I submitted a claim for loss of business coverage, which is capped at $100,000 under my policy. I did not receive any follow-up on this claim until June 21st, and despite providing all necessary documents, there has been no response. The insurance adjuster became unresponsive, so I hired a public adjuster for assistance. The company then sent another investigator who assessed the HVAC damage at $51,000 but approved only $21,000 for coverage. There has still been no response regarding the loss of business claim. On August 21st, I was informed that a forensic engineer would visit on September 9th to investigate the business loss claim, but the engineer did not show up. Currently, my business is in dire straits; I owe back wages to employees, struggle to cover basic utilities, and my landlord is threatening eviction. Despite paying for insurance to cover such situations, I have received no benefit. The insurance company's actions demonstrate bad faith, with significant delays and obstructions. If this issue is not resolved promptly, my business may never reopen.

  Business response

  09/12/2024

  Thank you for providing us with valuable feedback on our marketplace interaction with one of our customers. As our commitment to our customers is to protect their privacy, we have responded directly to ****************. It is our goal to provide the best service experience to our customers, and we will use this market interaction as part of our continuous process of improvement for all parties with whom we do business.
  

  Thank you,

  The Hanover Insurance Group

  
  

• Initial Complaint

  09/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  The Hanover insurance group does not allow monthly auto-payments from credit cards. Therefore a manual transaction must be made by myself monthly for my home insurance policy. However, the amount due is not given until AFTER the due date, and a $25 late fee is added on to each of my bills just about every month. I feel this is a fraudulent billing policy, and despite making on time payments, I am still getting hit with these $25 late fees on a monthly basis. I contact the billing department every month, who refuse to answer my questions, and do not remove the late fee despite me paying on time. They only threaten to drop my home insurance policy if the late fee is not paid. In the screenshot attached, the payments of $199 are where I paid the unfair late fees. I have another pending $25 late fee for 10/1/2024 which they have refused to remove.

  Business response

  09/17/2024

  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 *************************** via email 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

  Customer response

  09/17/2024

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

• Initial Complaint

  08/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have filed a claim against a power washing company that damaged my bluestone front, side, and rear porch. The claim was filed with Hanover, who is the insurer of the company Power Wash Unlimited. Since the claim filing, it has been 1.5 months without any progress nor updates. The claim adjuster, Dyan M has said that they are still investigating; however, there have been no questions asked to me, no adjusters coming out, nor any other form of continuing investigation. The company is delaying the process and payment for a legitimate claim due to damage by Power Wash Unlimited.

  Business response

  08/23/2024

  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 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

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Homeowners policy from Hanover. I had a covered cause of loss at my home result in ensuing damages which has made my home unliveable. The insurer is refusing to provide reimbursement for my incurred housing costs under ALE and demanding I provide proof of payment which the policy does not require that I provide. The policy requires that I have incurred the expense and that I provide a receipt. Both have been done and they still refuse to pay me. The insurer is also refusing to approve my repair estimates and code upgrades even though I have a 30% additional coverage limit for code upgrades and remodeling. The insurer is not acting in good faith to investigate coverage and provide the coverage that I paid for. They have used deceptive and unfair practices in their investigation and handling of the claim. They have lied and told me that the policy requires a Tax ID number to reimburse Additional Living expenses - the policy does not require a TIN to reimburse an insured for ALE, they have lied and told me my policy does not cover remodeling when it actually does when it is related to code upgrades as mine are and I have a special increased limit for code upgrades. The insurance adjusters are investigating with the goal to decline to pay me rather than interpreting the policy I purchased and providing me with the coverage I paid for. Further, the manager has referred to definitions that are in the commercial property policy when I do not have that type of policy. They are unprofessional and causing my family hardship and delays when I should have coverage under my policy to assist us in restoring our home to live-able condition. The adjusters are often unresponsive, do not consider the information I have provided regarding their misinterpretation of the policy. They also fail to return phone calls to me. They have failed to provide any delay letters explaining any delays in the processing of my claim.

  Business response

  08/23/2024

  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 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

  Customer response

  08/25/2024

  Complaint: ********
  
  I am rejecting this response because:

  The insurer continues to fail to return calls and provide the coverage that the policy offers. They have refused to speak via the telephone after several voicemails left, they do not return my calls. They continue to try to make things much more difficult than it needs to be. They are now refusing to cover the code upgrades three licensed contractors have advised that I need. I have asked the insurer multiple times since July 11th what exactly they need from me, the inspector and/or the contractors in order to approve the code upgrades that the contractors say are required to make my repairs. I've submitted three quotes that exceed the insurers by triple - they've not called any of the contractors or me to discuss. The insurer told me multiple times they were calling the inspector to confirm he would enforce the code and now they're telling me that they aren't covering my code upgrades and their ROR is silent to the language they are relying on. The adjuster and manager involved have quote inaccurate policy language and are too inexperienced to handle a claim of this caliber. I asked multiple times for a call from the managers manager with no response. The adjuster and manager are both unresponsive to my emails. When they do respond they have inaccurate information and try to make it out like Im the problem even though they are the ones who are incapable of handling my claim. The first ROR issued didnt even reference any policy language or marry my situation to the language in my policy. This claim is being delayed unreasonably as a result of their inexperience. I need a phone call from someone who knows what they are doing at Hanover.  My number is ************. 

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

  Business response

  09/03/2024

  Thank you for forwarding this inquiry to us for research and response. As our commitment to our customers is to protect their privacy, we are working with the complainant directly regarding their 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

*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. ↩