Complaints

This profile includes complaints for The Hanover Insurance Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  The Hanover Insurance Group

  440 Lincoln Street - N431 Worcester, MA 01653-0002

  
• 

  The Hanover Insurance Group

  10 Corporate Dr # 201 Bedford, NH 03110-5956

• 

  Citizens Insurance

  645 W Grand River Ave Howell, MI 48843-2151

• 

  Citizens Insurance

  PO Box 77000 Dept 77360 Detroit, MI 48277-2000

• 

  Allmerica Financial Hanover Insurance

  600 Embassy Row NE Ste 315 Atlanta, GA 30328-5732

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a long-standing insurance policy w/ Hanover. In May, I called to update the policy for a sublet. The first agent I spoke to indicated I had to change the policy type and forced me to switch to a dwelling policy, for a slightly higher premium. The policy was issued. A few days later I discovered that my co-op building also required to be on the policy as an additional insured. I called to make that adjustment. I spoke to a second agent (Keisha C******, Sr Insurance Svc Professional, The Hanover Insurance Group, 440 Lincoln Street, Worcester, MA 01653. E: *********@hanover.com). This agent reviewed the policy, confirmed it was the correct policy, and added the additional insured with a binder. Several weeks later I received a phone call from a third agent (named Julie) indicating Hanover is cancelling the policy as they don't support dwelling policies, nor additional insured. Now Hanover is refusing to provide me with insurance. While I've tried to call Hanover to receive a resolution; they are refusing to provide any information other than they do not support the policy and it will be cancelled. There are several issues with this situation, not to mention the burden of having to find new and potentially more expensive insurance: 1) Two Hanover agents knowingly issued a policy that Hanover did not support, and did so to the detriment of the consumer. 2) Hanover has severe governance issues considering two agents on separated occasions reviewed and confirmed the policy. 3) Hanover is collecting a higher premium for a policy that they ultimately will not support and are refusing to refund the premium. I spoke to an agent on the afternoon 6/23 and he indicated they cannot issue a refund unless I request to cancel. I have requested to speak to a supervisor (awaiting a call). Hanover's weak governance policies and potentially malicious business practices should be investigated as they are issuing policies to homeowners that they have no intention of honoring.

  Business Response

  Date: 06/23/2025

  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 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 Answer

  Date: 06/23/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have not received any follow-up from Hanover on this matter. 
  
  
  
  Sincerely,
  
  
  
  ********* ******

  Business Response

  Date: 06/24/2025

  Thank you for forwarding the initial response to our response through the BBB. As our commitment to our customers is to protect their privacy, we will respond directly to the complainant regarding their concerns once we have had a chance to review their file.  The information was just received yesterday, June 23rd.  It may take a few days for us to review everything with pertinent colleagues closest to the matter at hand.   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 Answer

  Date: 06/24/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I still have not received a response from Hanover. They have not contacted me as they indicated in their response. Additionally, there is no issue of client privacy. The issue is with their business practices and that they issued a policy that they never intended to support. 
  
  
  
  Sincerely,
  
  
  
  ********* ******

• Initial Complaint

  Date:04/25/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been telling Hanover Ins since the end of November 2024 after the ruling against me regarding a house behind me with a flood light pointed directly at my house to cancel my house insurance because of this flood light behind my house ruining my life and nothing being done by the police town representative AG Governor or Senators And now Hanover Ins is going to charge me $25 trying to tell me that I'm late paying when Hanover ignored my requests to cancel since end of Nov 2024 for the following fiscal insurance year! And they informed me Dec, Jan and Feb of contract for 2025 and I repeatedly told them to stop end no more and so on. And here they are starting a contract with me after repeatedly telling them No STOP No More! and they are going to charge me for a quarter year of insurance time that I did not agree to, and a late fee for not paying what I did not agree to. After repeated emails, phone calls back n forth I paid $150.41 Apr 23, 2025 7:56:05 AM ****************** When i should not have cause I repeatedly canceled this coming year and yet Hanover Insurance continued the insurance policy I did not want thanks to frustration from an ignorant resident behind me and a careless town hall

  Business Response

  Date: 05/01/2025

  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 sending Mr. ******** a notice directly regarding the cancellation of the policy in question and advising that no premium payments are due.   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 Answer

  Date: 05/01/2025

   
  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.

  I am ashamed it has came to this. I repeatedly told the Hanover Ins what I was dealing with thank to the Town and this resident behind me. While I was dealing with a tax increase and living on SSI support. Hanover helped my mother out repeatedly no questions asked. But a thousand watt flood light pointed at the back of ones house has it's limitation.

  If there is any further amount due for last year's insurance I will honor it, However the continuing with insurance for a house I now feel horrible living in makes no sense what so ever, and I have been notifying since end of September through October

  I do not feel good for what has happened, and I am sorry. For what I am not sure on.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:04/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been working with a claims adjuster Jason N****** from the Hanover Group insurance company on a motor vehicle claim that his policy holder was at fault for an accident. In the first couple of emails the adjuster Mr ****** violated my privacy and hippa laws by accessing records not pertaining to the accident on 11/5/24. He also obtained my current employment information with out my consent and looked into a work comp claim I had on 3/24/25 that had nothing to do with the motor vehicle accident. I had not signed any documents or given any permission to Mr ****** to access any of my medical information for the claim or any other reasons. I feel not only did he violate my privacy. Mr. ****** has continued to degrade, harass and attempt to intimidate me and my spouse as victims in this motor vehicle accident. He has acted in a very unprofessional manner on phone calls and I had asked him for his supervisors information as I was requesting a new claims adjuster for our claim. Mr ****** laughed and began to cause more emotional distress by not allowing me to speak to a supervisor or give me his supervisors information. When I asked how he was able to access my medical information with out my permission because I did not sign a release to him or his company at anytime he did not reply. I would like a full investigation done on this matter as to my rights being violated. Which has again caused me extreme undue stress and anxiety which I feel is aggravating my physical injuries I sustained by his policy holder 11/5/24. I would like the company to assign a new adjuster immediately and I also would like Mr ****** to be investigated for violating hippa laws.

  Business Response

  Date: 04/17/2025

  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 via email on April 16, 2025, 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 Answer

  Date: 04/18/2025

  Complaint: ********
  
  I am rejecting this response because: I do not feel that Mr ****** had a right to access my personal health information that was outside the realm of this claim. Which means that *** ******/The Hanover group did in fact violate not only HIPPA but also my Protected Health Information. I was told by his manager that he is confident that is not the case. There was no investigation done on behalf of the business and again I DID NOT give the Hanover Group any access to my medical records prior to 4/17/25 when I sent over records of my own accord. Prior to that Mr ****** accessed things that he had no privy to and as per the manager *** ***** I had spoken to a lawyer and also know the laws in regards to Hippa and Protected Health Information. So I will further discuss this with the appropriate authorities to make sure this does not happen to another person. I have attached a copy of the email from *** ***** which again shows zero investigation. And according to the information I have found that any information looked up is tracked and will be tracked back to Mr ******* So I am rejecting this response as not being properly investigated. As I have also provided the laws to the Hanover Group in regards to my rights to privacy and how they violated them. 

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

  Business Response

  Date: 04/22/2025

  Thank you for forwarding this additional inquiry to us for research and response. The consumer has been provided with direct contact information to the Manager assigned to the claim to address her concerns.  The company respects the privacy of all parties which is why Ms. ********* has been contacted directly and may continue to have discussions with the manager directly about her concerns. We consider this matter addressed through facilitation of direct contact with the consumer.
  

  Thank you, The Hanover Insurance Group
  

  
  

  Customer Answer

  Date: 04/22/2025

  Complaint: ********
  
  I am rejecting this response because:the manager does not believe his claims adjuster is in the wrong. I dont believe any investigation was done to the fact that my Hippa and personal health information was in fact obtained with out my permission. And was told to contact a lawyer. Well I have consulted with a lawyer and they agree that my rights were violated. So I will not be accepting their horrible excuse for violating a law. I will continue to file complaints until someone above the manager of the claims adjuster actually does research about hippa laws and how my rights were violated. And correct the action. Which they continue to ignore. This company is horrific in the fact that they can try and sweep things under the rug. But I will not accept this response. 
  
  Sincerely,
  
  ******** *********

• Initial Complaint

  Date:04/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My truck broke down in **********************. I called for a tow and was directed to their Roadside department. I had to pay 742.00 for them to get me a tow. I waited hours waiting for the tow truck to come and it did not. I called the tow company that was given to me and they told me that they had been trying to reach the insurance but they would not answer so they canceled the tow. I then called the company and canceled the tow and then had the tow company on hold and set up a tow and paid. The Roadside keeps passing me to insurance and insurance keeps passing me to them about repaying the 742.00 for the tow that never happened. This happened March 21, 2025.

  Business Response

  Date: 04/25/2025

  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

  Date:04/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Involved in a NON at fault motor vehicle accident. My insurance company and myself have been trying to establish communication from AT FAULT driver and his insurance company and have had NO correspondence at all in a months time. Very unacceptable and unprofessional and this is a consumer protection issue.

  Business Response

  Date: 04/10/2025

  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

  Date:02/04/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have car insurance through Hanover (Citizens Insurance). I filed a claim in November 2024. My car was hit while parked during the work day and the person that committed the hit and run was caught by the police. I was told I could file a claim with Citizens which would cause my rates to go up or I could work alone to file a claim on the other persons car insurance. The other car insurance would not work with me to file a claim with them so I was forced to file a claim with Citizens. I was forced to pay my deductible but was given options for getting it back that do not appear to be real options.-I was told to do a Mini Torte which would provide my with my deductible. This is for moving vehicles and my vehicle was not moving so this was denied by the other insurance company. -I was told they would do a subrogate. No one has told me what the process for this is and its been weeks and they have not submitted it. I have yet to get a response when I last checked in about it.-Another huge issue is that Hanover had a completely incorrect VIN number for my car and then increased my prices without my approval once it was fixed. It was incorrect because I wanted to compare prices on two cars originally and once I told them which car I was buying, they put the other cars VIN number. I wanted to be given correct information from the beginning or else I likely would not have filed a claim with them and be out my thousand dollar deductible now. I am wanting to car insurance companies as soon as possible but want some proof they have submitted the subrogate before leaving the policy. I would like to receive my thousand dollar deductible or know there is at least some hope in getting it back.

  Business Response

  Date: 02/04/2025

  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. 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 Answer

  Date: 02/05/2025

   
  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. They mailed out a check for my thousand dollar deductible within 10 minutes of receiving the complaint from BBB. Thank you for your help with this!
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:01/13/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So recently, I had gotten into a collision with someone that this company was insured by I filed a claim I have my declaration page and all the documents I need. I sent it over to the other company and they've been dragging out this process for so long longer than it needs to be and this money is money I need has put me in a state of distress and I cant stress enough The insurance adjuster From this company name is Ashley N*****. Its kind of sickening to think that they would just leave me with nothing and never contact me back and give me breadcrumbs when I actually do get in contact with them. I strongly urge you to really get this situation handled if you can. Can you please exercise your full authority to make an example out of situations such as this so it never can happen again

  Business Response

  Date: 01/14/2025

  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 Answer

  Date: 01/14/2025

  
  Complaint: ********
  
  I am rejecting this response because: I am not at fault in this accident and I can start up litigation process for you guys since was this could only be due to incompetency within the work establishment, especially when I provide all the necessary documentation and I dont know whether its to meet your guys quotas or to save money, but youre not gonna get away with not paying someone for something youre owing them
  
  Sincerely,
  
  ******** ******

  Business Response

  Date: 01/15/2025

  Thank you for the follow up from the complainant. I have again responded to the complainant directly again to help protect customers privacy. Thank you, **********************

  Customer Answer

  Date: 01/15/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  If you can observe from the attachments below you can see Im not at fault in this accident which means you and your insure is liable. Ill see you in court ??
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:01/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was rear-ended on 11/27 and the guy was arrested for DUI, my car had been in for repairs since 12/09 until the past few days when someone called me, probably because of some disagreement over labor costs, so my car was put on hold and still hasn't been dealt with (or maybe it's just out of work), I promised him I'd call and ask but all I got was that most people repairs at herb chamber are the same rules and regulations. Although the people in charge of this case have been very nice and patient, I don't know who to go to because this has caused me so much trouble and lost so much money. I want to get my car fixed and get my share of the damages as soon as possible.

  Business Response

  Date: 01/08/2025

  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 Answer

  Date: 01/08/2025

   
  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,
  
  Haoze Ni

• Initial Complaint

  Date:12/31/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got rear ended by a client of Hanover insurance. Filed a claim through them to fix my car. They provided me a rental but rental reservation expired and its like pulling teeth to get another one. When I did have the rental, I had to call daily for them to extend it and they would do it day by day. They have all the information of where my car is (body shop) and the timeline. I have been a middle man between them and the body shop when they have all that information. I talked to them today and they said they needed more information from the body shop. So I called the body shop and they said they had just talked to Hanover and they didnt mention anything about that. It has cost me hours daily. They also do not communicate at all. I never knew the rental car length. If it wasnt for ********** who called me personally letting me know that the reservation was expiring. My car is in the body shop with an estimated completion date of Jan 8-15. And I still dont have a rental. By far the worst experience Ive been through with insurance. ********, *****, etc never have this problem. They provided me with a rental for however long I needed it and were always in contact with the body shop. Never had to play middle man like this and have to call every single day to get something done. Its frustrating and ridiculous.

  Business Response

  Date: 01/13/2025

  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

  Date:12/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Claim on livestock trailer from accident that occurred 2/15/2024. Adjuster filed saying the trailer was repairable, but when I took to the trailer shop to get fixed they said the trailer was a total loss. Called the insurance company back, no response or help from them. Finally got in contact with them on 6/12/24. Said I needed to contact the adjuster company for a reappraisal for the damages, never could get anyone to contact me back so I called the insurance company again with no response from anyone there.

  Business Response

  Date: 12/31/2024

  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. 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