The Hanover Insurance Group (Headquarters)

three times I have been canceled after making a payment in three different forms .telephone.Insurace agent and website .the Insurance company can not explain or put my mind at ease, that this will not keep happening my Insurance agent can not get straight answers from them they blame on their website which is loaded with misinformation about customer servicetimes Desired Settlementpiece of mind I drive a lot I can not be without Insurance and not know itBusiness Response 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. [redacted] regarding his concerns. A letter was mailed to him on 02/25/2014 so he should received that within the next few days.We hope that the Revdex.com understands our position and our commitment to protect our client's privacy in accordance with our policy. We ask that the Bureau contact Mr. [redacted] directly should you want a copy of our response and to confirm this has reached a satisfactory resolution.Thank-you,[redacted]

Hanover Insurance can't explain huge increase in my auto insurance premium to my satisfaction.I've been a loyal customer of Hanover Insurance for well over 20 years. My driving record has been essentially outstanding. From 2007, when I had a minor accident, to 2013, I had no accidents that were my fault and no tickets. In November 2013, I backed into a car parked too close to my driveway (total damage to other car: $1050). But just this month, Hanover is raising the annual insurance rate on my 1997 Honda Civic from $828 to $1514 (an 82 percent increase, well over the industry standard for someone my age, 45, with my fine driving record). The customer service rep I talked to said that did seem like a big increase, but she basically said it was tough, that was all they could do. I need someone to explain the math to me in detail. I believe in my heart that I am being treated unfairly and I question the company's ethics. I may raise this issue with the state insurance commissioner.Desired SettlementI feel that my insurance rate should go up because of the accident. That's standard practice for an insurance company. But an 82 percent increase, given the circumstances and expense of my accident, is a shady business practice. This is not how you treat loyal customers for 20+ years.Business Response 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. [redacted] regarding his concerns. We hope that the Revdex.com understands our position and our commitment to protect our customer's privacy in accordance with our policy. We ask that the Bureau contact Mr. [redacted] directly should you want a copy of our response which was mailed to him on 11/20/14 and to confirm this has reached a satisfactory resolution.Thank-you,The Hanover Insurance Group

Purchased sofa cover to protect new furniture and it bled onto 1-week old white leather sofa.Contacted the store cover's bought from and they turned it over to Hanover Insurance. They contacted me about issue 2-weeks ago and have never sent anyone out to inspect covers. Left several messages and no one returns calls. The furniture was only 1-week old and this has been going on since November. The contact I have is XXX-XXX-XXXX.Desired SettlementThe furniture was purchased at Kanes and was last one, discontinued. I will have to buy a new set, cannot get just a sofa to match loveseat. We purchased it for $1400.00 on sale and a similar set would be closer to $2000.00. It is Italian leather.Business Response We are currently in discussions with Mr. [redacted] concerning settlement of his claim. We will update this site when those discussions are concluded.The Hanover Insurance GroupConsumer Response (The consumer indicated he/she DID NOT accept the response from the business.)They refuse to come to my house to inspect cover due to cost issue. They only offered 600.00 because of this. They want cover shipped to them now because it will cost them 3500.00 to send someone out. I sent all the pictures they requested for proof and they keep wanting more. It's cheaper to pay my settlement cost of 2000.00. Final Business Response 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. [redacted] regarding his concerns. We hope that the Revdex.com understands our position and our commitment to protect our customer's privacy in accordance with our policy. We ask that the Bureau contact Mr. [redacted] directly should you want a copy of our response which was mailed to him on 03/13/15 and to confirm this has reached a satisfactory resolution.[redacted]

Hanover Insurance can't explain huge increase in my auto insurance premium to my satisfaction.I've been a loyal customer of Hanover Insurance for well over 20 years. My driving record has been essentially outstanding. From 2007, when I had a minor accident, to 2013, I had no accidents that were my fault and no tickets. In November 2013, I backed into a car parked too close to my driveway (total damage to other car: $1050). But just this month, Hanover is raising the annual insurance rate on my 1997 Honda Civic from $828 to $1514 (an 82 percent increase, well over the industry standard for someone my age, 45, with my fine driving record). The customer service rep I talked to said that did seem like a big increase, but she basically said it was tough, that was all they could do. I need someone to explain the math to me in detail. I believe in my heart that I am being treated unfairly and I question the company's ethics. I may raise this issue with the state insurance commissioner.Desired SettlementI feel that my insurance rate should go up because of the accident. That's standard practice for an insurance company. But an 82 percent increase, given the circumstances and expense of my accident, is a shady business practice. This is not how you treat loyal customers for 20+ years.Business Response 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. [redacted] regarding his concerns. We hope that the Revdex.com understands our position and our commitment to protect our customer's privacy in accordance with our policy. We ask that the Bureau contact Mr. [redacted] directly should you want a copy of our response which was mailed to him on 11/20/14 and to confirm this has reached a satisfactory resolution.Thank-you,The Hanover Insurance Group

I'm not a custom to filing complaints, but I felt your company should know how Kimberly [redacted] is treating clients.
She first lost the letter from the QME, after a year or so she found it.
Next she argued with me about the percentage, then after a week she emailed me saying that she had found a mistake.
My physician, Dr . [redacted] sent (in July) request for authorization for next treatment. Kimberly said she didn't get it.
Kimberly [redacted] has been so rude in her emails, it's shocking and embarrassing. I have kept copies.
Meanwhile, I suffer with a painful hand waiting for treatment.
Thank you, [redacted]

I paid up front for an auto policy that was incorrect and over billed. I tried several times to correct the policy with no success. I had an auto policy that was over charged by adding vehicles to the policy that I do not own and by failing to remove vehicles I no longer drove. I tried at least 10 times to correct the policy with no results, the agent then stopped responding to my calls or emails. I contacted the company to inform them of the situation and have been moved to 3 different agents who ask for insurance proofs and policy proofs all of which I have provided. Each time I wait and am told I need yet more things then inevitably I have to deal with yet another agent. The policy refund is $550.00 and since they will not help I have changed all my insurances to another company. This problem began on 3/4/2014 and continues with no resolution in site till today 7/23/14. Desired SettlementMy $550.00 for the uncorrected and unused auto policy and quick response to the mortgage company so that I am not billed twice for my home policy.Business Response 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. [redacted] regarding his concerns. We hope that the Revdex.com understands our position and our commitment to protect our client's privacy in accordance with our policy. We ask that the Bureau contact Mr. [redacted] directly should you want a copy of our response and to confirm this has reached a satisfactory resolution.Thank-you,[redacted]

Received insurance quote from company that was different from first bill. Company now requests pile of signatures to stop collectionsFeb 2 - I received a quote from Hanover Insurance to insure my business and food truck for $1552.Feb 23 - Billing statement reads $2686 for business and food truck, as they have just now included the cost to insure my shop in the total as well. I contacted the rep I had worked with, explained that I already had coverage for less than this amount and would be in touch if I needed to proceed with Hanover InsuranceMar 9 - My policy with my existing insurance company rolls over and is paid forMar 29 - Hanover "cancels" insurance policy that should have never beganApr 13th through July 13th - I receive 3 letters stating that we are being sent to collections for failure to pay for our insurance policy. I contact Hanover to explain what happened and they provide me with forms that I can fill out and send in via mail or that I can send to them digitally.I send the forms back with my information printed via PDF. Hanover is somehow able to read this information, but says it needs to be a real signature.I include my digital signature on their form via PDF that I have used for many other documents. Hanover says they need a "wet/ink" signature.I print out their form, sign the piece of paper with a pen, scan it in, and send it to Hanover. Hanover says the files are too small to open.I scan the already signed forms again, at the highest potential setting, and save it at the best quality. I send it to two other computers and check it on a phone through e-mail to confirm that it opens correctly and is legible. I then send the new scans into Hanover. I also provide a list of apps and software that the scans will open with.Hanover mysteriously doesn't respond to me, but responds to someone else from my company that had done the scans for me. We change the files over to PDF and send them in (again.)This is where we are currently at; based on history, I assume Hanover will have some type of issue with these files/scans as well.Desired SettlementI want Hanover Insurance to accept the signatures/scans/files that we have made many attempts to send. I want Hanover Insurance to cancel all forms of collections and realize we were interested in their services based on one price, but billed for a different price.I want no further contact from Hanover Insurance and their representative collection agencies through mail, e-mail, snail mail, phone calls, Tweets, or any other forms of contact they could possibly dream up.I realize this started as a simple miscommunication from their representative and us, but they should be a little more willing to work with customers and potential customers after numerous attempts are made to cancel service.Business Response 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. [redacted] regarding his concerns. We hope that the Revdex.com understands our position and our commitment to protect our customer's privacy in accordance with our policy. We ask that the Bureau contact Mr. [redacted] directly should you want a copy of our response and to confirm this has reached a satisfactory resolution.Thank-you,The Hanover Insurance Group

I highly recommend looking through and questioning every aspect of opening an auto insurance policy with Hanover Insurance Group. They refused to pay for non- insured drivers property damage on my vehicle even though I had the coverage on my paid policy with them. It was a hit-skip driver who fled the scene of a 3 car accident where the hit skip driver was responsible for this accident. A police report was filed with identification of the vehicle but driver was not found. Their reason for denial of the claim was because the driver was not found they did not know whether he had insurance or not. Well to me it is obvious mhe ran for a reason and the odds he did not have coverage was great in my opinion. I suffered a total loss of my vehicle because of this accident and Hanover would not pay anything on this claim so I am just putting this out there to warn others they have a loop hole for this kind of coverage so be careful! I changed insurance companies because of this and would not ever recommend them.

I'm not a custom to filing complaints, but I felt your company should know how Kimberly [redacted] is treating clients.
She first lost the letter from the QME, after a year or so she found it.
Next she argued with me about the percentage, then after a week she emailed me saying that she had found a mistake.
My physician, Dr . [redacted] sent (in July) request for authorization for next treatment. Kimberly said she didn't get it.
Kimberly [redacted] has been so rude in her emails, it's shocking and embarrassing. I have kept copies.
Meanwhile, I suffer with a painful hand waiting for treatment.
Thank you, [redacted]

I was involved in an accident with a Hanover Insurance Agency customer, after a week, I contacted Hanover Insurance to have one of their appraisers out to estimate my truck for damages, they sent an appraiser out, and he sent me an estimate, plus sent the estimate to the body shop I requested. Then a month later, I was able to get my vehicle in for repair, they informed me that they had no payment for the repair, so I called Hanover Insurance agency, and they informed me that they didn't have the accident report and it was still under investigation, they told me it was easier for me to obtain an accident report, but why didn't they have one, a MONTH after the accident? I sent them my copy, that I paid for, and they still say its under investigation, and now I am stuck with getting a rental vehicle and paying storage fees on my vehicle, that I was clearly not at fault.Product_Or_Service: Repairs on a 2004 [redacted]Desired SettlementI want my vehicle paid, out of the body shop, I want my [redacted] for my report I sent them, and my rental vehicle paid for, and an apology for the inability of doing their job, and making me do the work for them!Business Response 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. [redacted] with a letter mailed today regarding her concerns. We hope that the Revdex.com understands our position and our commitment to protect our customer's privacy in accordance with our policy. We ask that the Bureau contact Ms. [redacted] directly within the next 5 to 7 days should you want a copy of our response and to confirm this has reached a satisfactory resolution.Thank-you,The Hanover Insurance Group

I sold my home over a year ago and cancelled the insurance for my previous address and switched it to a new address.I sold my home over a year ago and cancelled the insurance for my previous address and switched it to a new address. Despite having cancelled the old policy over the phone and in writing with a signed form provided by the company, I am still being billed and automatically renewed for insurance on a property I don't own. Every time I call and email/write, there is a different excuse on why the policy is not cancelled. Desired SettlementCancel the policy HNGXXXXXXX before it auto renews on 3/1/14. Written confirmation that the policy has been cancelled and that my outstanding bill is zero. Business Response 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. [redacted] regarding his concerns. We hope that the Revdex.com understands our position and our commitment to protect our client's privacy in accordance with our policy. We ask that the Bureau contact Mr. [redacted] directly should you want a copy of our response and to confirm this has reached a satisfactory resolution.Thank-you,[redacted]

Well I'm gonna give Hanover Insurance Group the benefit of the doubt for 1 more day until I check the mailbox AGAIN tomorrow. Said claim payment was mailed on Jan. 15th 2014 from Mass. To MD. Now it's the 23rd of Jan.2014. REALLY ? Claims told me one thing on phone & the adjustor another. Told me check was printed on Sun. the 18th and went out on Mon.the 19th. I told him that Mon. Was a federal holiday & he said Tues. I didn't hit my own car. It was one of Hanover's long-term customers who was nice enough to track me down & admit fault. He had better hope he doesn't have to claim wreck on his own vehichle.He's screwed. ( He hit me with a front end loader )

Claim Number: XX-XXXXXXXX. You acknowledged your driver is responsible for the accident, but you later reported to [redacted] that I was at fault.Claim Number: XX-XXXXXXXXIn October 7, 2014, Mr. [redacted] who has the automobile insurance with Hanover, rear-ended my car, 2003 Mazda [redacted] You acknowledged that your driver is responsible for the accident. You paid for the market value of the totaled car, $4245.18, and I mailed the title of the car to you.You later reported to a third party vendor, [redacted] that I was at fault. Because of the reporting error, my insurance premium has been increased by more than $400 a year.Desired SettlementPlease correct the reporting error immediately and email me a proof so that I can submit it to my insurance company, [redacted]Business Response 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. [redacted] regarding his concerns. We hope that the Revdex.com understands our position and our commitment to protect our client's privacy in accordance with our policy. We ask that the Bureau contact Mr. [redacted] direct should you want a copy of our response and to confirm this has reached satisfactory resolutions. Thank you.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)According to the message forwarded to me by Revdex.com, they claim that they have responded directly to me regarding my concerns. However, I have not received any email correspondences from the Hanover Insurance Group. I also checked my junk mail box, but found no email. Please ask them to email me their response again.Final Business Response We mailed our response to Mr. [redacted]'s home address, that is why he did not receive an email. I have since provided him via email with the letter we mailed. Thank you

Loyal customer for 2 years. Cancelled auto insurance in March. Received a bill 5 months later stating I owed $174.66. This amount is not owed.My complaint is against Hanover Insurance. I was a loyal customer for 2 years. Never missed a payment. I had two policies: auto and home owners. I cancelled both due to a rate increase in my mortgage insurance that I could not longer afford. Both polices were set to expire in March 2015. I obtained new insurance the same month and called my Hanover agent to cancel. Everything was taken care of smoothly...so I thought.Now, 5 months (Aug. 2015) later they send me a bill for $174.66. Assuming it was a mistake in their billing department, I called them to get an explanation. My last payment was on 3/9, which should have carried me through 3/29 when the policy expired. The representative told me they bill at the end of the month for insurance and it's not paid ahead. Which is just crazy, because when I first obtained insurance with Hanover I had to pay the first month up front. So, if that's not paying ahead I'm not sure what is. I would also like to know why this so called bill is just now surfacing? I asked the representative, but she could not give me an explanation for the 5 month old bill with a statement date of 8/6/15. It says current due, not past due...like it was just now generated. My insurance payments each month were for $163, not $174.66, so I'm not sure where they came up with that amount. I would just like my account balance to be $0...... like it should be.Desired SettlementI would like for my balance to be corrected to $0.Business Response 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 [redacted] with a letter mailed to him today responding to his concerns. We hope that the Revdex.com understands our position and our commitment to protect our customer's privacy in accordance with our policy. We ask that the Bureau contact Mr. [redacted] directly should you want a copy of our response and to confirm this has reached a satisfactory resolution.Thank-you,The Hanover Insurance GroupConsumer Response (The consumer indicated he/she DID NOT accept the response from the business.)This company is completely unethical. They did not resolve the issue in any way. So happy to be with a new insurance company that does business's the right way. Final Business Response We have reviewed our response submitted to our former insured and are satisfied we have provided the necessary information regarding their policy with us and will not be providing an additional response to their rebuttle. Thank youFinal Consumer Response Hello,Thank you for the follow up. I still have an outstanding balance which is not owed. I read over all the documentation Hanover sent, however it fails to show the money I paid just to get the policy started. Where did it go? I've had 3 insurance companies and never, ever had to pay any money up front until I switched to Hanover. I thought that was just for people with poor credit, or no proof of prior insurance. My husband and I have great credit and have never encountered a problem like this before. I just want the balance corrected to $0.No, I don't have a different break down. I suppose we will just have to agree to disagree. At least my story will be out there to warn others. Moral of the story, giving the underdog insurance company a chance does not save you money. They will come back 5 months later and try to claim you owe them something. I appreciate all your help.

Hanover is billing for a cancelled policy--cancelled over one year ago.We cancelled our home and auto insurance policies with Hanover in November of 2012. In December of 2013 we received a threatening letter to the effect that we owed them for the last year of insurance ( when we had no policy with them). They turned it over to a collection agency in January of 2014. They are only attempting to do this for the homeowners policy. They say nothing about the car insurance we also cancelled in November of 2012. I am not in the habit of paying an insurer with whom we have no insurance policy.Desired SettlementWe do not owe them anything for a policy we did not have. We were not covered by Hanover insurance for the time period they are attempting to collect for.Business Response 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. [redacted] regarding her concerns by mailing a response to her today which she should receive no later than 2/19/14. We hope that the Revdex.com understands our position and our commitment to protect our client's privacy in accordance with our policy. We ask that the Bureau contact Ms. [redacted] directly should you want a copy of our response and to confirm this has reached a satisfactory resolution.Thank-you,[redacted]

Purchased sofa cover to protect new furniture and it bled onto 1-week old white leather sofa.Contacted the store cover's bought from and they turned it over to Hanover Insurance. They contacted me about issue 2-weeks ago and have never sent anyone out to inspect covers. Left several messages and no one returns calls. The furniture was only 1-week old and this has been going on since November. The contact I have is XXX-XXX-XXXX.Desired SettlementThe furniture was purchased at Kanes and was last one, discontinued. I will have to buy a new set, cannot get just a sofa to match loveseat. We purchased it for $1400.00 on sale and a similar set would be closer to $2000.00. It is Italian leather.Business Response We are currently in discussions with Mr. [redacted] concerning settlement of his claim. We will update this site when those discussions are concluded.The Hanover Insurance GroupConsumer Response (The consumer indicated he/she DID NOT accept the response from the business.)They refuse to come to my house to inspect cover due to cost issue. They only offered 600.00 because of this. They want cover shipped to them now because it will cost them 3500.00 to send someone out. I sent all the pictures they requested for proof and they keep wanting more. It's cheaper to pay my settlement cost of 2000.00. Final Business Response 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. [redacted] regarding his concerns. We hope that the Revdex.com understands our position and our commitment to protect our customer's privacy in accordance with our policy. We ask that the Bureau contact Mr. [redacted] directly should you want a copy of our response which was mailed to him on 03/13/15 and to confirm this has reached a satisfactory resolution.[redacted]

I highly recommend looking through and questioning every aspect of opening an auto insurance policy with Hanover Insurance Group. They refused to pay for non- insured drivers property damage on my vehicle even though I had the coverage on my paid policy with them. It was a hit-skip driver who fled the scene of a 3 car accident where the hit skip driver was responsible for this accident. A police report was filed with identification of the vehicle but driver was not found. Their reason for denial of the claim was because the driver was not found they did not know whether he had insurance or not. Well to me it is obvious mhe ran for a reason and the odds he did not have coverage was great in my opinion. I suffered a total loss of my vehicle because of this accident and Hanover would not pay anything on this claim so I am just putting this out there to warn others they have a loop hole for this kind of coverage so be careful! I changed insurance companies because of this and would not ever recommend them.