Reviews

Service has been excellent. Cost is too high. Stay with them mainly for past service.

We are happy to hear about your positive experience working with us. Thank you for sharing more about your experience with us. We appreciate it. The Hanover Insurance Group

This company is horrible. I am a high school teacher in *************, and I used the ***'s (**********************************) insurer recommendation for home insurance. In May of 2024 an unannounced home inspection was conducted. The inspector failed our inspection, and Hanover sent a letter notifying me of a non-renewal, except the letter was never received due to Hanover claiming it was "undeliverable." They had the correct address, and my post office said that a letter being "undeliverable" made no sense. I did not know a home inspection was done, and I never received a letter saying a non-renewal was set to take place August 2024, but had I, would have gotten a new insurer within a week of the inspection. Hanover did send an email, but I never received it, and according to what I know of the law a non-renewal notification must be delivered in the mail, otherwise it is a 'Failure to Notify', and if an email is sent, the insurer has a responsibility to ensure that the email was received. They took no due diligence to do so. So, because my policy was not renewed, my insurance lapsed. I did not become aware of any of this until November of 2024 in which my mortgage lender put into place their own hazard insurance for the loan to the tune of $13'220 versus the $1776 policy I previously had with Hanover! Due to Hanover's incompetence I now have a massive shortage in my escrow which has caused my mortgage to go up by $650! Do not do business with this company, they are awful, and now I am exhausting every possible resource to rectify the mistake they've made which they seemingly have no intention of fixing.

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

Do not recommend this insurance company. Horrible customer service, cancels your homeowners without notifying you AND will increase your auto rates without telling you. When you try to call to understand what is going on they HANG UP on you! Stay far away. Take your business elsewhere! There are way better insurance companies than Hanover.

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

start by saying that my insurance and taxes are placed in escrow. Everything is paid by my mortgage company monthly. However, my mortgage company pays upfront for an entire year. My insurance skyrocketed from $70 a month to $370 a month because we didnt paint our shed in the backyard. So naturally, I switched from Hanover to another company. I was told that I was supposed to get a refund and pay my mortgage company back the $4,440. They sent me a check for $1,050. I am liable for the missing $3,350. The very next day, I received a letter from a collection agency stating that I owed Hanover Insurance another $451.

Have had insurance coverage for ham radio equipment, including computers etc. for about five years. Surface Pro BIOS was damaged and system needed new Windows 11 costing me $100 plus travel and time. Company denied claim saying there was no physical damage. After several emails to adjuster maintaining that there was damage renering the unit useless, adjuster continued to deny claim. Typical insurance company...they don't like to pay.

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

Everything about Citizens and my coverages has been absolutely excellent !

Thank you for taking the time to share your positive experience with us. We are honored to have earned your trust and satisfaction. Thank you, The Hanover Insurance Group

Citizens has always responded quickly and expertly Highly recommended and much appreciated

We appreciate you sharing your experience with us. Your satisfaction is our priority, and we are proud that you had such a positive experience working with us. The Hanover Insurance Group

Professional, good communication, competitive pricing, offer varied products, always answer all my questions. I have had Hanover for more than 15 years

Thank you for taking the time to share your positive experience with us. We are honored to have earned your trust and satisfaction. The Hanover Insurance Group

WORST EXPERIENCE EVER. My home was damaged by the hail storm/tornado that struck WNY in July 2024. It has been four months to the day and we are still trying to get our repairs figured out. John **** took over three weeks to give us the estimate after the adjuster came out to our house four days after the storm hit. Our direct next door neighbors had their entire home fixed up before payment was even authorized for our roof - and we were the ONLY house in our entire neighborhood to have a tarp put on due to a hole that was caused by hail damage. During my husband's initial phone conversation with him, he did not even realize we had a hole that led to water leaking in and leaving spots on our bedroom ceiling despite the adjuster including pictures of this in the report. He also did not realize that our garage door was impacted and needed to be replaced, again despite pictures of that also being included in the adjuster report. Emails go unanswered for days/weeks and I have now sent two emails about getting payment issued for our garage door that he has yet to respond to. The vinyl siding currently on our house is no longer manufactured and despite clear NYS building codes, clear instruction from the ***** company regarding correct use of its product, and recent legal precedent for insurance to pay for our entire home to be re-sided, there has been nothing but refusal to issue payment for the full repairs needed to get our house back to pre-storm condition. Winter is coming and it is very unclear if our repairs will be completed before then - and we WILL be holding Hanover responsible if these repairs are not completed and winter weather leads to additional damages to our home or future damages caused by repairs not completed to NYS code/***** instruction.

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 will respond directly to our client. 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

I have been with The Hanover **************** for my auto and home owners insurance for decades. I am a loyal customer who pays for services and policies on time. Over the past two years, my auto insurance rate has increased by $1,000. I have not had any accidents or traffic violations that could explain such an increase and, in spite of sevaral inquiries, I have yet to receive an acceptable explanation. Moreover, calling the "Educators (I'm a teacher) Insurance Agency" telephone line on my bill, used to result in being connected with a local agent who could answer questions about my policies. Calling that number now results in being forced to listen to marketing advertisements about medical alert bracelets and such. No human answers this line to answer policy questions. When I waited out the automated telemarketing messages, a person did answer to try and sell me a medic alert bracelet.I suggest that consumers shopping for policies avoid The Hanover Insurance Company.

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