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

  
• 

  Allmerica Financial Life Insurance And Annuity Com

  501 Wampanoag Trl Riverside, RI 02915

• 

  The Hanover Insurance Group

  10 Corporate Dr # 201 Bedford, NH 03110-5956

• 

  Citizens Insurance

  645 W Grand River Ave Howell, MI 48843-2151

• 

  Allmerica-Hanover Insurance Company

  1455 Lincoln Pkwy E Ste 800 Atlanta, GA 30346-2289

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:08/11/2023

  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.

  Filed a home owners insurance claim on June 28, 2023 adjuster has not communicated at all with me. every house in my neighborhood has already had full roof replacements from hail damage as well as gutters. I have yet to receive any communication from the adjuster, Matthew G*****. I have left multiple messages on Matthew's phone and received no correspondence. I have reached out to Hanover now 4 times as well and the supervisor has not contacted me either. Nothing i have done has led to any communication . I just want to be treated correctly as a customer and be indemnified correctly Claim number is ***********

  Business Response

  Date: 08/17/2023

  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 his/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 ************ 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: 08/17/2023

   
  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:08/08/2023

  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 or around November 2022, I filed a claim for my sewer line that was faulty. To my understanding, this matter is an insurance issue. The matter was resolved, however, Hanover has reported to the Insurance Bureau that there was vandalism involved. Due to their being an erroneous entry that there was vandalism involved, when Hanover cancelled my policy, it was next to impossible to obtain homeowners insurance. Fortunately, I was able to obtain homeowners insurance, however with this false and incorrect entry of vandalism, I was advised that in the future this would still pose an issue. Therefore, I am demanding that Hanover correct this matter and a follow up letter indicating that the erroneous entry of vandalism has been corrected.

  Business Response

  Date: 08/16/2023

  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 ************************* 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 ************************* to confirm this has reached a satisfactory resolution.
  Thank you, The Hanover Insurance Groups

• Initial Complaint

  Date:08/07/2023

  Type:Customer Service 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.

  Unresolved Reimbursement Issues I am writing to express my extreme frustration and disappointment with the lack of communication, inaction, and failure to reimburse me for car share rides that I have incurred due to an unresolved issue. Despite my efforts to address the matter promptly, it has been left unresolved for an unacceptable amount of time.I initially brought the issue to your attention on 6/14/2023 explaining the situation and requesting assistance to rectify it. However, since then, I have not received any updates, and my attempts to follow up have been met with silence. This lack of communication is not only unprofessional but also leaves me feeling neglected as a valued customer.Furthermore, I would like to emphasize that the issue itself could have been resolved with due diligence on your part. It appears that not enough attention has been given to addressing the root cause of the problem, which has caused unnecessary delays and inconvenience on my end.To make matters worse, I have had to rely on car share rides, incurring out-of-pocket expenses while waiting for the issue to be resolved. Despite being assured of reimbursement, I have not seen any progress in this matter. This has added financial strain and stress, which is entirely avoidable if timely action had been taken In light of the aforementioned issues, I kindly request that you take immediate action to rectify the situation. I expect a prompt response addressing these concerns and outlining the steps you will take to improve your communication practices, demonstrate due diligence, and reimburse me for the expenses incurred

  Business Response

  Date: 08/15/2023

  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 XXXXXXX regarding his/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 XXXXXXXXXX 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:08/07/2023

  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.

  Been a month or better tree fell on neighbors garage I sent pictures 2 times only heard from lady 3 times still not resolved no answer if you will cover it or not this is unacceptable business been month or better and still no answer meanwhile neighbor has to use his insurance with a hole in his roof then you increase my insurance for no reason but yet you cant tell me whats going on with this claim thanks

  Business Response

  Date: 08/09/2023

  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 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.

• Initial Complaint

  Date:07/25/2023

  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 was contacted by Hanover Ins. "***********************" on July 24, 2023 in reference to an auto claim, to which I told ****** they had the wrong information and since they had all my personal information in their data base (unknowingly) I asked them to delete my information. I was told they were unable to do this even though I asked for their IT department which they replied "we do not have one" ??I have reason to believe this company is selling my personal information and DEMAND my information to be deleted from their database.As a result, I am forced to lock down my credit and taken further steps to protect my information.Unacceptable.

  Business Response

  Date: 07/26/2023

  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 on July 26, 2023 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 **************** 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:06/26/2023

  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.

  Wasnt able to file a complaint in the time required due to medical problems I was also homeless at the time,I currently see a Neurologist due to head injury, I have memory problems and uncontrollable movements on my right side unable to communicate correctly I forget words , depression, besides my back is injured also my 2 shoulder dislocated I was able to file workers compensation back on 3/14/13 I was told by Hanover insurance that I check was sent which I DID NOT RECEIVED, so I tried calling LAWYERS HIS NAME IS ***************************** found out he is NO LONGER ACTIVE ? I strongly believe my check was cashed by SOMEONE ELS, Unable to obtain information from anyone , If I need to take it to Small claims I will but I need help obtaining information about WHEN, where and who received a check ?

  Business Response

  Date: 06/27/2023

  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 ******************************* at the email address provided in her complaint.   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: 06/28/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Unable to open message please resend it to email ,  I tried 3 times using  Google , Chrome and SAFARI, I also made sure the internets connection was good, 

  wasnt able to open .

  message 
  Sincerely,
  
  *******************************

  Business Response

  Date: 06/29/2023

  The company has resent the email to ****************** as requested, but we have also placed a copy of the response in the mail to her attention at the address she provided to the BBB.   As stated previously, the company will not engage in an exchange of details via the BBB due to privacy concerns.

  Customer Answer

  Date: 06/30/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  The Hanover Insurance sent a private message using  Encrypted Mail system, onces again I wasnt able to OPEN/READ MESSAGE , therefore I DO NOT ACCEPT THE RESPOND SENT BY THE HANOVER TEAM , ENCRYPTED SYSTEM, seems to be in operable, I am cautious following instructions before I click to continue or and waited for a New Code sent to me , I Do not receive a Code from Original message or other, 

  I give my consent to BBB to obtain message in my behalf, from The Hanover insurance, 

  BBB system is much easier to navigate. 

  IS EXTREMELY URGENT TO ME that I RECEIVE  A RESPOND BACK FROM YOU , also I ask to please consider that I am using /have a Cell phone Under The ***** Plan , which carries limited service on Megabytes/ internet is extremely slow, 

   

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

  Business Response

  Date: 06/30/2023

  As our commitment to our customers is to protect their privacy and the privacy of their information, the company has sent additional emails to ****************** on this matter.  We have also mailed a physical copy of the response to her at the address she provided to the BBB.   We trust that the Better Business Bureau understands our position and our commitment to protect our customers privacy in accordance with our policy.  Thank you - The Hanover Insurance Group

• Initial Complaint

  Date:06/26/2023

  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.

  Final invoice was sent to Steve B on 6-2-23 for our claim # **-*********** in the amount of $24600.00; we have had little communication since that date and no payment yet. This claim originated on 2-22-23 when ** ** had an ice storm. Our home had a tree fall on it, causing considerable damage to the roof and siding. The entire claim process has been tedious and frustrating. Customers should not have to fund these amount and not get reimbursed for close to a month.

  Business Response

  Date: 07/03/2023

  Thank you for forwarding this inquiry to us for research and response.  As our commitment to our customers is to protect their privacy, we have responded directly to Mr. and Mrs.******************* 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 Mr. and Mrs. ******************* 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: 07/07/2023

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

  In her initial response of July 3, 2023 (see attached letter), Meghan N, Senior Compliance Consultant at Hanover-Citizens Insurance Co explained that Hanover has appointed an independent adjuster who is "still attempting"

  to resolve the differences in pricing related to the $24,600 invoice WE PAID on June 2, 2023.

  On June 2, 2023, Steve B, Property Claims Adjuster with Hanover Insurance Group, sent an email to the contractor, ******************************* (with a cc to ***** and me) noting that independent appraiser, Thomas P, in **********, **, had been assigned to discuss the status of the final invoice with Mr. **********.

  After a few telephone tag efforts, Mr. ******* and Mr. ******** had that final invoice discussion on June 22, 2023, immediately after Mr. ******** sent the $24,600 invoice to Mr. B. (The first time Mr. ******** sent the final paid invoice to Mr. B's attention was June 2, 2023. When the invoice was emailed June 2, 2023, we asked Mr. B to let us know that the invoice had been received. It wasn't until June 22, 2023 that we received notification that the final paid invoice of $24,600 had been received.)

  On July 6, 2023, we received a check in the amount of $7,445.85 from Hanover Insurance Co. That means that Hanover Insurance Co still owes us $17,154.15. (The difference between the initial paid invoice of $24,600 we submitted on June 2, 2023, and the Hanover check in the amount of $7,445.85.)

  At each step along the way, ***** and I were assured by Mr. B that we should pay the invoices for repairs and that a reimbursement check would be issued to us "within two to three days" in accordance with our policy with Hanover Insurance Co.

  Today is July 7, 2023 and we still have not heard from anyone at Hanover when the balance of the money owed us will be paid.

  We have been Hanover-Citizen policy holders for 42 years. We have never been late paying our premiums. This is the first claim we have made against our Hanover Insurance Co policy and we are offended and dismayed at the treatment we've received since this claim (**-*************) was filed Feb. 22, 2023.

  We are a 74 year old retired couple living on a fixed income. The money we've loaned Hanover over the last four-plus months has left us in a financially precarious position.

  Sincerely,
  
  ****** And *************************

  Business Response

  Date: 07/13/2023

  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 XXXXXXX regarding his/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 XXXXXXXXXX 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: 07/18/2023

  Complaint: ***********
  
  I am rejecting this response. Here is why:

  Dear **********,
  
  Clearly, youve already made up your mind that we are wrong and no amount of evidence will convince you otherwise.
  
  Please keep an open mind.
  
  The original estimate numbers you quote contradicts what we were told by Steve B, Property Claims Adjuster and the Hanover representative assigned to shepherd us through the claim process. During a March 14, 2023 telephone conversation with Mr. B he stated that Hanover Insurance had estimated that the cost to repair storm damage to our home was $38,173.12. How could Mr. B give us an estimate to the penny unless the calculations already existed?
  
  To date, Hanover-Citizens has paid us a total of $30,367.27 -- a difference of $7,805.85 from the figure given to us by Mr. B on March 14, 2023. At a bare minimum Hanover still owes us $7,805.85.
  
  Please let us know when this specific payment will be sent to us.
  
  *          *          *          *          *
  
  You say that the final invoice we submitted was for work already completed. This is true. We paid ******************* Services because, from the outset of our association with Mr. B, we were instructed us to pay the invoices as they occurred and Hanover would issue a reimbursement check within two to three days.
  
  We also had assurances from Mr. B that in the event the cost of repairs exceeded the original claim estimate of $38,173.12, we have a contract endorsement of $20,000 to cover unexpected costs encountered during repairs.
  
  Our house is 90 years old. Our roof was about 22 years old when the February 2023 ice storm hit us. The aluminum-sided dormer on our house is 70 years old years old. The building materials, materials dimensions, materials specifications, and construction practices that went into building the dormer of our home are relics of the past, replaced long ago by newer and better construction materials and improved building practices.
  
  The repairs to our home were non-generic, meaning that they did not fit into the pre-loaded Xactimate home repair formulas used by Hanover. As such, these repairs met the endorsement criteria stated in Section 1 of our ********************** Policy. We are permitted to draw down on the $20,000 endorsement to the extent needed to make proper repairs, and to return our house to pre-storm appearance and functionality.
  
  Early on, we raised the subject of home repair cost unpredictability with Mr. B, and for good reason. In the 42 years weve lived at ********************************, weve made many repairs and improvements to our 90-year-old home. On a few occasions the final repair cost was greater than the original estimated repair cost. Thats the nature of the contracting business. Contractors can provide an original estimate, but no reputable contractor can tell a homeowner what the exact cost of a repair will be until the work begins and heretofore concealed issues are revealed.
  
  Mr. B assured us that the $20,000 endorsement would cover that requirement if needed.
  
  Shortly after the ice-damage repairs started, we learned that the wood behind and supporting the gutters (i.e., facia and soffit) was badly compromised. These defects needed to be corrected along with replacing the damaged roof, gutters, and downspouts.
  
  Faced with the necessity of repairing damages to external features as well as underlying structural defects (e.g., rotted wood and no water barrier protections) we asked Mr. B if it was Hanover's practice to require that we layer new materials over defective materials. That is, were we expected to make cosmetic repairs or proper preventative repairs. Mr. B dismissed our concerns with: "No, of course not. That wouldn't make sense."
  
  *          *          *          *          *
  
  You claim that the appraiser was not given the opportunity to review reasonable and related material and labor costs prior to the work being completed.
  That is incorrect. As stated previously, Mr. B was our one and only Hanover contact during the entire repair cycle. Mr. B did, occasionally, say that he needed to consult with his manager as the claim progressed, but we dealt only with Mr. B, throughout. He was our source of information and the only person who interpreted Hanover policies and practices for us. We valued his guidance and followed his directions to the letter.

  We took Mr. B's assurances of repayment as tacit approval to pay for the repairs as they were made and that wed be reimbursed up to the $38,173.12 plus as-needed deductions from the $20,000 endorsement provision in our Citizens Platinum Protection Policy.

  It wasn't until late in the home repair process that Mr. B referenced anyone besides his manager and himself who might be involved in repair decision-making processes.
  
  The mention of an "appraiser" did not occur until June 22, 202,  20 days after the last invoice -- $24,600 already paid in full by us -- had been submitted to Mr. B
  
  On June 22, 2023, Mr. B emailed ********************, owner of *** *********** Services, telling him to "please contact the independent appraiser to discuss the status of the final $24,600 invoice." Mr. B then provided ******************** with the name of the appraiser, ******************************, along with his contact information in *****.
  

  In your correspondence of July 13, 2023, you state that our contractor, ********************, was not inclined to discuss pricing details with our Appraiser.
  
  False. Apparently, you never asked your appraiser, ******************, if he spoke with ********************. In my July 7, 2023 correspondence with you I specifically stated the following: After a few telephone tag efforts, ****************** and ******************** had that final invoice discussion on June 22, 2023.
  
  That same day, following his discussion with ******************, ******************** emailed follow-up documentation to ****************** explaining in detail every repair: the materials used in those repairs; the cost of materials used in those repairs; the cost charged for each repair; and his rationale for making those repairs the way he did, based upon his own 25-year experience in the construction and home renovation business
  
  *          *          *          *          *
  
  You say that Hanover's approach to calculating costs is based on material and labor pricing in your area. Those generic calculations have little relevance to this claim. If the contractual work consisted of repairing or building a newer house, ***be those autogenerated numbers from the ********** software Hanover uses might be accurate. But every home repair does not fit into the tidy formula Hanover uses.
  
  One of our neighbors has been a ******** attorney for 15 years. When we talked to him about the problems we've encountered with Hanover-Citizens, he explained that 90 percent of adjusters and insurance companies use ********** to process property claims, and that this software was developed by and for home insurance companies to financially benefit home insurance companies. According to the ******** attorney ********** software uses generic formulas to establish payment limits in order to side-step the thorny issue of actual repair costs.
  
  "If 90 percent of U.S. insurance companies use the same software to determine repair costs doesnt that fit the definition of collusion and price fixing." I asked him.
  
  No comment, he said.
  
  *          *          *          *          *
  
  Here's another fact: No one from your company personally examined the storm damage to our home. On March 9, 2023 we got a visit from ***********************, an independent insurance adjuster hired by Hanover to help the firm handle the hundreds of claims caused by the same ice storm that left a tree on our home.
  
  The day ****************** arrived a contractor was on our roof making emergency repairs to the north-facing dormer. Days of driving rain that followed the ice storm threated to add water damage to the structural harm already inflicted on our home.
  
  ****************** stood on our back porch and spoke to the emergency repairman, on the roof, asking him to report what damage the repairman saw. The repairman was not hired at that point to evaluate or estimate overall damage, only to make emergency repairs to the dormer sufficient to avoid further rain damage.
  
  ****************** never climbed to the roof. He saw whatever damage was visible from the ground and apparently took the repairman's word for the damage visible from the repairman's vantage point. As we stated previously, there was more extensive damage than what ****************** saw from the ground, and even more damage was discovered as the repair project proceeded.
  
  After ****************** submitted his claim report, we spoke to Mr. B asking how ****************** could arrive at a damage estimate when he never actually assessed the full extent of the damage with his own eyes. Mr. B said we should direct that question to ******************. We did that, on March 17, 2023. ****************** was polite but also perplexed. Why did Mr. B ask you to call me? ****************** said. There were hundreds of claims. Once I submit my report to a company my job is done.
  
  *          *          *          *          *
  Your justification for Hanovers denying responsibility for the full cost of this claim is that the file pertinent to this claim was thoroughly reviewed by the Unit Manager overseeing the claim. So the file was reviewed by a unit manager, employed by Hanover, whose continuing employment depends upon finding reasons to deny claim settlements that may cut into the company's profit margins. I'd be lying if I told you that the unit manager's conclusion surprised me.
  *          *          *          *          *
  Shortly after we filed our claim we received a form letter from Raymond B, Assistant Vice President of ****************************************. In it, he says: We want to assure you of The Hanovers commitment to ensuring that your claim experience goes smoothly.
  
  Well, **************, this whole claim experience with Hanover-Citizens has been a nightmare. A 74-year-old retired couple living on a fixed income was compelled to bankroll a $4.3 billion insurance company with assurances that they'd promptly be reimbursed. Five months after our home was damaged by an ice storm, we are still fighting to get the money owed us. Forty-two years of trust out the window with our first claim.
  
  ************** needs to know how a succession of Hanover-Citizens Co. representatives *********************, ***********************, ***************************, *******************, and the nameless Unit Manager have rejected his promise of a partnership with Hanover's policy holders.
  
  We doubt that our letter to ************** will stir him to corrective action, but he should know that his message of superior customer service hasn't filtered down to some of his employees.
  
  Respectfully,
  
  ****** and *************************
  

• Initial Complaint

  Date:05/08/2023

  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.

  A rental property my wife and I own suffered a total loss fire and we filed a claim with Citizens Insurance which is a part of the Hanover Group. Initially, all was well and now it seems our insurance agent refuses to answer our emails or calls and has refused on numerous occasions to provide me with a contact to her superiors. What is even more aggravating is when I call the Hanover **************** and am forced to leave a message, they will not call me back either. It amazes me that you pay for insurance all your life but the one time you need them they refuse to stand up for you when the time comes. Lastly, I do believe the Hanover adjuster may be treating me unfairly.

  Business Response

  Date: 05/30/2023

  Thank you for forwarding this inquiry to ** for research and response.  As our commitment to our customers is to protect their privacy, we have responded directly to ******************** regarding his/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 ******************** 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: 05/30/2023

   
  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.
  

  Thank you for your swift action in this matter and please consider the complaint closed.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/27/2023

  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 was involved in a *** truck that was insured by Hanover Insurance Group. The driver of the *** truck was at fault and he and his supervisor accepted full responsibility at the time of the accident, though they did attempt to back peddle until I produced our text messages showing them fully accepting responsibility and being very remorseful for being so careless. I worked with Hanover Insurance to attempt to get this issue resolved as quickly as possible while I suffered through the repercussions from this accident. I was assured that it would be addressed by Hanover right away provided I gave them everything they needed to which I did and promptly. While the car has been paid for I have not been made whole for my personal injuries and residual repercussions from this accident. I have also been completely ignored by Hanover and lied to on several occasions, each time that I have followed up with the claims adjuster (I have called countless times) I am told that he still has not received any documentation from any hospital, when I follow up with the hospital they are able to provide specific dates and times of when they've provided any requested information. I have been told by the adjuster that I could be waiting until the end of eternity and there is nothing that I can do about it, as I have turned in my paperwork and according to him he has made the request now all we can do is wait. It is obvious from the email chain that Hanover has no intentions of actually taking care of the damage done by their insured and hopes that I will just wait it out. This is either a company with horrible and illegal business practice's or a company with no checks and balances on their employees work (likely non-compliant) with employees deciding individuals fates based on personal biases or mood for the day rather than company policies.

  Business Response

  Date: 05/12/2023

  Thank you for forwarding this inquiry to ** for research and response.  As our commitment to our customers is to protect their privacy, we have responded directly to ********************************* regarding his/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 ****** 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: 05/17/2023

   
  Complaint: 19988405
  
  I am rejecting this response because: I have not received any response from the business at all regarding this matter. All of our previous communication has been via email and me calling the company as evidenced in the attachments, unfortunately, I have not received anything further from Hanover. If the company is claiming to have sent something that erroneously did not reach me please have them respond with that information so that we both can see what they sent and the solution that has been provided. Thanks in advance! If a mailing address is needed I can receive mail at: ************************************************************** 
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 05/19/2023

  Thank you for forwarding this inquiry to ** for research and response.  As our commitment to our customers is to protect their privacy, we have responded directly to ********************************* regarding his/her concerns. A voicemail was left for ************************ today, 5/19.  We hope that the Better Business Bureau understands our position and our commitment to protect our customers privacy in accordance with our policy. 
  Thank you, The Hanover Insurance Group

  Customer Answer

  Date: 05/19/2023

   
  Complaint: 19988405
  
  I am rejecting this response because:

  The business has not at all contacted me, which is why I involved the BBB in the first place. This is not an attempt to protect my privacy as I expressed in my last response that I wish for the company to share the proof that they contacted me and this show myself as well as the BBB that this a not yet another attempt to dismiss and ignore me. However, sadly Hanover has not failing myself, TWC whom they represent as well as any future customers. It is my desire that their responses and mine be made viewable to the public. Again, I am still looking for some resolve for this issue, to be clear Hanover has not contacted me at all. Again, my phone number is ************** as evidenced in the emails back and forth between a multiple Hanover agents and myself so they are very much aware of how to reach me if they actually were trying. 
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 05/30/2023

  Thank you for forwarding this inquiry to ** for research and response.  As our commitment to our customers is to protect their privacy, we have responded directly to ****** regarding her concerns and were able to speak with her on May 25, 2023. 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: 05/30/2023

   
  Complaint: 19988405
  
  I am rejecting this response because: I have received a call from Hanover (Chip specifically, the same agent that has been ignoring me for the extended amount of time until I contacted the BBB) and during that call **** stated that "the original form was rejected by both hospitals and he had no way to contact me and that has been the reason for the hold up" so I asked that he email the form to me at the email address that he obviously has had this entire time and I will fill it out again. He emailed an entirely new form with invasive medical requests that don't specify any dates surrounding the accident, with the request to go to a different group than Hanover. None of this was what was discussed, none of this is pertinent to this accident, and thus made me more curious as to Hanover's intentions. I reached out to both places that the request were made as Hanover claims that my request to send them my medical records were rejected and I found out from both places this is not the case. That being said, I ask the BBB to not close this case and continue to allow transparency into Hanover's business practices as at this point the request for my entire medical records seems to be nothing more than deflection and an attempt to find something that might help them in retaliating now that I have involved another agency. I remain my position in that I express consent for everything to be shared with the BBB regarding this incident and that I still have not received any resolution or anything that appears to be heading in the right direction of resolution. I have not yet received a response from **** regarding my response as evidenced in the attachments. At this point, I do not trust Hanover and would appreciate a movement towards a settlement offer as I do not wish to continue to play cat and mouse with this unscrupulous company. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:04/18/2023

  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 work uses hanover insurance for workers compensation. I feel on the ice at work and injured my shoulder and neck. I had an agent named Mark G. Mark was great. The only issue I have had with Mark is that hanover dose e-checks. Which two of the checks after cashing hanover but ahold on the checks. Then I was transferred to a senior agent named Patricia N. She tried blaming me for the checks. When I reached out to the check cashing place they tell me hanover admitted that they are wrong and also Patricia N hung up on them and will not talk to them. My second issue with them is I'm suppose to be paid every week my last check from them was 3-9-23 today is 3-17-23 I still have not received my check following the 9th.I reached out to Patricia and she tells me they are not paying me because they don't have proof of disability. Mind you my injury happened 2-25-23. They have received mri x-ray doctor and physical therapy reports. I reached out to an attorney today that will be handling my case.

  Customer Answer

  Date: 04/18/2023

  The resolution to this complaint would be for handover insurance fix all there misgivings. This includes assigning a new adjustors to handle my case. Sending out pass due checks owed to me and handling there mistakes with the check cashing company in which they have told the check cashing company they are responsible for.

  Business Response

  Date: 04/18/2023

  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 ****************** or his attorney which he indicates is representing him for the claim in question.   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 any response and to confirm this has reached a satisfactory resolution.
  Thank-you,
  The Hanover Insurance Group

  Customer Answer

  Date: 04/18/2023

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

  Customer Answer

  Date: 04/18/2023

  I tired diligently to rectify this issue with hanover insurance company but I see they are not willing to do so. In any case my attorney will be in touch. 

  Business Response

  Date: 04/19/2023

  We are reviewing this matter.  If ****************** has retained legal counsel, then would be both inapprorpriate and a violation of his attorney/client privilege to discuss his claim through this channel.  Our investigation of his concerns is ongoing and we will communicate directly with him or his legal counsel.

  Regards,

  The Hanover Insurance Group