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 has 34 locations, listed below.

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• 

  The Hanover Insurance Group

  440 Lincoln Street - N431 Worcester, MA 01653-0002

  
• 

  The Hanover Insurance Group

  555 Washington Avenue Brentwood, NY 11717

• 

  Citizens Insurance

  808 Highlander Way Complex, HWC310 Howell, MI 48843

• 

  Citizens Insurance

  PO Box 27 Flint, MI 48501-0027

• 

  Citizens Insurance

  PO Box 77000 Dept 77360 Detroit, MI 48277-2000

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:12/17/2024

  Type:Product 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.

  Failure to communicate and return phone call. Adjuster initially got millage reimbursement wrong. Called back a couple days later had to speak to someone else In order to get in contact with my adjuster. She stated the check was sent out on December 3rd I called back today on December 16th because I should have received the check the adjuster I was put in contact with stated that the check was never issued. As she had stated during our conversation previously.

  Business Response

  Date: 12/18/2024

  Thank you for forwarding this inquiry to us for research and response. As our commitment to our customers is to protect their privacy, we 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: 01/02/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22694859, Hanover insurance has issued and sent the check finally..
  
  
  
  
  Sincerely,
  
  
  
  Shane Semke

• Initial Complaint

  Date:11/26/2024

  Type:Billing 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.

  We have attempted to change from Hanover ****************** to a different insurance carrier for our business needs. We wanted ALL insurance policies, vehicle, business, and umbrella cancelled effective October 31st, 2024. For some reason they only cancelled the Business Insurance *** ********** policy effective 10/31/2024. We have paid that final invoice as it shows the effective date of cancellation. The vehicle and umbrella, they continued to run as is even though we have insurance through another carrier and they had been advised to cancel them all by the new carrier effective the same date. They are now billing us for the additional time the policies were left in effect and those policies they are billing for also do not show the effective date of cancellation (obviously). I have tried emailing them this information and working with them since I have been the Director of Operations and Finance of our franchise since 2020. In their communications with me, they will only say that I am not an authorized user on the account and they can only speak with the owner. This is ongoing and we need them to stop and shut the account down and quit trying to bill us for policies they knew they were supposed to terminate effective 10/31/2024. Attached is the only policy that cancelled as of the proper date and I paid what was left. The other two accounts show continuity up through the middle of November. I've seen other complaints similar to this one on the BBB website and this unprofessional attempt to pull more money from clients is not appreciated. We would like no further communication from Hanover and we would like them to quit attempting to bill us for unused coverages.

  Business Response

  Date: 12/03/2024

  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 will be responding 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

  Date:11/21/2024

  Type:Order 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.

  On 11/11/24 I had a minor at fault accident. I struck my neighbor's vehicle at my apartment complex. I reported the claim to the Hanover Claims Department providing all of the details of what happened as well as my neighbor's insurance info and info on the vehicle. I was given the name of an adjustor who would be assigned to handle my claim. I attempted to reach her and her voicemail said: 'this # doesn't take incoming calls' I called back and spoke to someone else in the claims dept who gave me the name of another adjustor. I called and left 2 voicemails for her. She claims she returned my call and left me a VM. I did not receive any VM from her. I called my insurance agent and he said he saw a note in the system that she left a VM for me on 11/15/24- again I did NOT receive a VM from her. I called her again and emailed her-she finally called me back and didn't seem to have any of the information I had initially given to the person I spoke with when I called to report the accident. I told her to email with any further questions and asked her what the status was of the claim. She didn't have an answer for that. I then had to call the claims dept back and was able to get the name of the damage appraiser who had been assigned to my claim. I called and left a message for him. He did not return my call and I also emailed him and he hasn't responded to my email. The collision center who provided me with an estimate for the damages to my vehicle has not received any response from the adjustor or the appraiser. To me, this is absolutely UNACCEPTABLE. And, there doesn't seem to be anyone in a managerial position that I can speak with.

  Business Response

  Date: 12/11/2024

  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

• Initial Complaint

  Date:11/14/2024

  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.

  Aug 16, 2024 we hired Two Men & A Truck to move us from *********, ** to ******, **. Upon furniture arrival, the back of the truck was loaded with our furniture tossed in! After unloading, the furniture was severely damaged! After a lengthy conversation with them, they were going to file a claim through their insurance, Hanover Group. Not knowing we were only covered up to $10,000. Our damages are over $20,000. I filed August 16, emailed the forms and photos August 30. Sept 10 was told we would be notified of next steps. Oct 7 appraisor assessed and said we should hear back from insurance within a week. October 18 was told it was under final review. I followed up on November 1 and she said it was still under review and her boss was on vacation until the following week. We STILL have not heard from them. We are now 3 months into this mess and the holidays are upon us. We have a leather electric reclining sofa set that is torn and does not operate. We have a 13 piece custom amish dining room set that the leather is torn on all but 1 chair and every wood piece is damaged. We have a thomasville pub table that is scratched and missing parts. We have a 2 side boards that are scratched. A sunbeam iron patio set that was damaged. The list goes on! I am sickened! We are reaching out to see if you can motivate them before getting our lawyers involved.

  Business Response

  Date: 11/22/2024

  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

  Date:10/28/2024

  Type:Billing 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 recently reached out to The Hanover Group for an insurance quote. The initial experience was positive, with a friendly and helpful account manager who provided me with a quote that seemed reasonable. However, the situation quickly deteriorated when Hanover sent me an official policy with my name misspelled. This is a basic error that shows a severe lack of attention to detail. If a company cant manage to get my name correct on a critical document like an insurance policy, how could I trust them to handle claims or other essential matters?Due to this glaring mistake, I decided not to move forward with the policy. But to my shock and frustration, Hanover has now begun sending me bills for a policy I never executed or agreed to. This is unacceptable. I never signed any documents or approved any policy with them; therefore, no account should exist, let alone have an outstanding balance.I request that Hanover immediately zero out any outstanding balance on this erroneously created account and cease all billing and communications related to this matter. This kind of unprofessionalism is deeply concerning, and I would strongly advise others to reconsider if they are considering Hanover as their insurance provider.

  Business Response

  Date: 11/12/2024

  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 to ******* ********** directly to the complainant regarding the concerns by 11/13/24. 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: 11/14/2024

  
  Complaint: ********
  
  I am rejecting this response because I have not received any communications from The Hanover Group.
  
  Sincerely,
  
  **** *********

  Business Response

  Date: 12/11/2024

  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. I will be mailing a copy of the letter directly to the insured. 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: 12/11/2024

   
  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

  Date:10/21/2024

  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.

  Non response Citizens Insurance has had a claim submitted by me, for almost 2 years. I have supplied all documentation within 48 hours of any requests. Citizens operates under best practices of the **** and ******** ********* *** ** ****, which requires them to give a reasonable, timely explanation as to how they are evaluating documentation. The Citizen employee adjusters that have worked this case refuse to provide information that would lead to a settlement, extending the claim by more than a year. My claim has been passed through four different Adjusters, each ordering the same information from the same sources, delaying bill payment for long periods of time. It took many requests to get a supervisors name so that I could handle direct. When the adjuster did give me the name and contact number for the supervisor, the phone rang back to the adjuster -- leaving me to have to track down the correct information.

  Business Response

  Date: 10/29/2024

  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 reviewing their concerns and will responded directly to the complainant. 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: 10/30/2024

  
  Complaint: ********
  
  I am rejecting this response because:  I have been told since 9/26/24 that this file was handed over to Hanover legal.  I have not been contacted in over a month and the former Adjusters refuse to give me a new contact.  As of this writing, no one from Hanover (Citizens) has made contact.
  
  Sincerely,
  
  **** ********

  Business Response

  Date: 10/31/2024

  Please be advised we are actively reviewing your concerns.  A claims adjuster, knowledgeable about your claim and licensed to address your concerns will be in contact with you shortly.  Thank you for the opportunity to review this concern with you.  

  Customer Answer

  Date: 11/04/2024

  
  Complaint: ********
  
  I am rejecting this response because: I still have not heard from anyone at the company.  
  
  Sincerely,
  
  **** ********

  Business Response

  Date: 11/05/2024

  A formal response will be provided through to the ** **** which is due this week.  Thank you.  

  Customer Answer

  Date: 11/13/2024

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

  **** complaint does not give needed information.  Waiting to hear who new contact will be with their information.  **** complaint response states that Citizens/Hanover wants to talk with me to discuss settlement, but I have not had any contact from them.
  
  Sincerely,
  
  **** ********

  Business Response

  Date: 11/21/2024

  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, our licensed and experienced claims adjusters are working directly with Ms. ********* in order to streamline the process and maintain consistency, we will continue work through Ms. ******** concerns through the Michigan Insurance Department.  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 Answer

  Date: 11/21/2024

  
  Complaint: ********
  
  I am rejecting this response because: I have placed a complaint with **** as well as BBB regarding them not providing information in a timely manner.  They have responded to the **** complaint, but did not provide the requested information. No one has been in contact with me from Citizens. The notes that Citizens sent in response to the **** complaint state that they are intentionally not contacting me -- dated before any complaint was made.  

  I will continue holding this complaint until I have been provided appropriate response. 
  Sincerely,
  
  **** ********

  Business Response

  Date: 11/22/2024

  Acknowledged

  It is our company practice to not post private information on the BBB website and will continue to communicate with you through the Department of Insurance or our licensed adjusters will contact you directly.  

  Thank you.

   

   

• Initial Complaint

  Date:10/04/2024

  Type:Billing 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.

  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

  Date: 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

  Date:10/03/2024

  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 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

  Date: 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 Answer

  Date: 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

  Date:10/02/2024

  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.

  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

  Date: 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

  Date:10/01/2024

  Type:Billing 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.

  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

  Date: 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 Answer

  Date: 10/15/2024

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

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

  Business Response

  Date: 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 Answer

  Date: 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

  Date: 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