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

  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:09/24/2024

  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.

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

  Business Response

  Date: 09/25/2024

  Thank you for forwarding this inquiry to us for
  research and response. As our commitment to our customers is to protect their
  privacy, we have responded directly to the complainant regarding the concerns. We
  hope that the Better Business Bureau understands our position and our
  commitment to protect our customer’s privacy in accordance with our policy. We
  ask that the Bureau contact the complainant directly should you want a copy of our
  response and to confirm this has reached a satisfactory resolution.
  

  Thank you,

  The Hanover Insurance Group

  Customer Answer

  Date: 09/25/2024

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

  Business Response

  Date: 10/07/2024

  Thank you for forwarding this follow up inquiry to us for
  research and response. As our commitment to our customers is to protect their
  privacy, we have responded directly to the complainant regarding the concerns. We
  hope that the Better Business Bureau understands our position and our
  commitment to protect our customer’s privacy in accordance with our policy. We
  ask that the Bureau contact the complainant directly should you want a copy of our
  response and to confirm this has reached a satisfactory resolution.
  Thank you,

  The Hanover Insurance Group

• Initial Complaint

  Date:09/18/2024

  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.

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

  Business Response

  Date: 09/19/2024

  Thank you for forwarding this inquiry to us for research and response. As our commitment to our customers is to protect their privacy, we will respond directly to the complainant regarding the concerns. We hope that the Better Business Bureau understands our position and our commitment to protect our customers privacy in accordance with our policy. We ask that the Bureau contact the complainant directly should you want a copy of our response and to confirm this has reached a satisfactory resolution.
  

  Thank you, The Hanover Insurance Group

  Customer Answer

  Date: 09/23/2024

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

  Business Response

  Date: 09/27/2024

  Thank you for forwarding this inquiry to us for research and response. As our commitment to our customers is to protect their privacy, we will respond directly to the complainant regarding the concerns. We hope that the Better Business Bureau understands our position and our commitment to protect our customers privacy in accordance with our policy. We ask that the Bureau contact the complainant directly should you want a copy of our response and to confirm this has reached a satisfactory resolution.
  

  Thank you, The Hanover Insurance Group

• Initial Complaint

  Date:09/11/2024

  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.

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

  Business Response

  Date: 09/12/2024

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

  Thank you,

  The Hanover Insurance Group

  
  

• Initial Complaint

  Date:09/06/2024

  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.

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

  Business Response

  Date: 09/17/2024

  Thank you for forwarding this inquiry to us for research and response.  As our commitment to our customers is to protect their privacy, we have responded directly to *************************** via email regarding his concerns. 

  We hope that the Better Business Bureau understands our position and our commitment to protect our customers privacy in accordance with our policy. We ask that the Bureau contact *************************** directly should you want a copy of our response and to confirm this has reached a satisfactory resolution.

  Thank-you,
  The Hanover Insurance Group

  Customer Answer

  Date: 09/17/2024

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

• Initial Complaint

  Date:08/21/2024

  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.

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

  Business Response

  Date: 08/23/2024

  Thank you for forwarding this inquiry to us for research and response. As our commitment to our customers is to protect their privacy, we have responded directly to the complainant regarding the concerns. We hope that the Better Business Bureau understands our position and our commitment to protect our customers privacy in accordance with our policy. We ask that the Bureau contact the complainant directly should you want a copy of our response and to confirm this has reached a satisfactory resolution.
  

  Thank you,

  The Hanover Insurance Group

• Initial Complaint

  Date:08/19/2024

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

  Business Response

  Date: 08/23/2024

  Thank you for forwarding this inquiry to us for research and response. As our commitment to our customers is to protect their privacy, we have responded directly to the complainant regarding the concerns. We hope that the Better Business Bureau understands our position and our commitment to protect our customers privacy in accordance with our policy. We ask that the Bureau contact the complainant directly should you want a copy of our response and to confirm this has reached a satisfactory resolution.
  

  Thank you,

  The Hanover Insurance Group

  Customer Answer

  Date: 08/25/2024

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

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

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

  Business Response

  Date: 09/03/2024

  Thank you for forwarding this inquiry to us for research and response. As our commitment to our customers is to protect their privacy, we are working with the complainant directly regarding their concerns. We hope that the Better Business Bureau understands our position and our commitment to protect our customers privacy in accordance with our policy. We ask that the Bureau contact the complainant directly should you want a copy of our response and to confirm this has reached a satisfactory resolution.

  
  Thank you,

  The Hanover Insurance Group

• Initial Complaint

  Date:08/05/2024

  Type:Sales and Advertising 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 received a quote from Hanover Insurance for Auto Insurance. After I signed the paperwork and paid the quarterly payment, I received an email overnight that changed my policy. Literally hours later, my policy increased from 2100 months to 3600. No notice, no reason, no explanation. Now have to cancel policy and wait 14 days to be refunded on a policy I had less than 24 hours. Isn't this false advertising?

  Business Response

  Date: 08/09/2024

  We appreciate your 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 to confirm this has reached a satisfactory resolution.
  

  Thank you,

  The Hanover Insurance Group

• Initial Complaint

  Date:07/24/2024

  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.

  Issue #1
  Looking for assistance obtaining a refund for a canceled homeowner’s policy in the amount of $2,666. ******** claims a check was sent to my address of record on 04/11/2024. Several messages and calls were made requesting new checks but after several attempts I was told that I should check with the post office or send to another address. I have received hundreds of documents to this address from ******** over the years but they can’t seem to send me a refund check. When reviewing other claims on BBB website I see several others with the same issue leading me to believe no check has ever been sent. When I requested a digital copy of the check none was sent. When I requested it to be sent with tracking at my own cost they refused. Please assist me in obtaining the refund. Policy No: **********
  Issue #2
  I have two houses that were insured under ******** a primary home and secondary home. I noticed that my cost for both homes was about equal even though the secondary home was over half the size. Upon further investigation I discovered that the data used to determine the Replacement Cost Estimate (RCE) on the secondary home was based on the address of the primary home i.e. they used the square foot and location of the primary home not secondary home. On 1/12/24 a request to correct the RCE on the policy insuring the secondary home was made through my insurance agent ***** *** ****. I explained that the address used for the RCE on the secondary home was the billing address not the insured address. The associated replacement cost was estimated on the billing address, insured address is **** * ****** ***** ** ** ***** ** **** Address used for RCE (Also billing address) **** ***** ** 2081 sq ft 1977 Year built. I expect a refund on this policy based on the findings. See attached (*** ************ ******* ** **** *** **** ******** showing the wrong data for my secondary home. My estimate of refund should be approximately $1,240. Policy No: *** *******

  Business Response

  Date: 08/05/2024

  We appreciate your forwarding this inquiry to us for
  research and response. As our commitment to our customers is to protect their
  privacy, we have responded directly to the complainant regarding the concerns. We
  hope that the Better Business Bureau understands our position and our
  commitment to protect our customer’s privacy in accordance with our policy. We
  ask that the Bureau contact the complainant directly to confirm this has reached a satisfactory resolution.
  Thank you, The Hanover Insurance Group

• Initial Complaint

  Date:06/07/2024

  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.

  My insurance company is telling me that they will not be renewing my auto policy even though I have something called accident forgiveness and have been paying top dollar for insurance with them

  Business Response

  Date: 06/13/2024

  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:06/06/2024

  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.

  I cancelled my auto insurance on 4/29/24 to end on 4/30/24. Hanover took another EFT payment from my account on 5/20/24. Every time I call regarding the refund they tell it will 10 days. I have called 3 times in the last three weeks I was told the payment was processed on 5/10,5/20 & 6/3. I have yet to receive the refund.

  Business Response

  Date: 06/12/2024

  Thank you for forwarding this inquiry to us for research and response.  As our commitment to our customers is to protect their privacy, we have responded directly to **************** regarding her 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 Ms. *** directly should you want a copy of our response and to confirm this has reached a satisfactory resolution.
  Thank-you,
  The Hanover Insurance Group