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

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  The Hanover Insurance Group

  10 Corporate Dr # 201 Bedford, NH 03110-5956

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  Citizens Insurance

  645 W Grand River Ave Howell, MI 48843-2151

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  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:12/05/2022

  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.

  I have been trying to reach someone from the corporate office for months about the attitude and dishonest practice of the ***** ********. For months my auto insurance has been bouncing in and out of coverage due to a mis communication between ***** and the Billing Department. No one would talk to either party to resolve the issue, when you call the billing department, they tell you to call the ***** people, when you call the ***** people, they tell you to call the billing department.My CLUE report is mostly likely horrible right now because of the ongoing problems I have been having, my next step is arbitration at this point. I've never seen a company operate in such bad faith towards the customer and disregard to anything going.I want to talk to someone from the corporate office about this. Ive been hung up on in the billing department so many times.

  Customer Answer

  Date: 12/05/2022

  That is correct I wish to speak to someone from the corporate office.

  Customer Answer

  Date: 12/05/2022

  My issue is with Hanover Insurance, ***** is just the broker and has no say according to them and won't get involved according to them.

  Business Response

  Date: 12/13/2022

  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:11/17/2022

  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 homeowner's insurance is with Hanover Insurance Company and I recently found out the company has been charging me for secondary home coverage rather than the rate for my primary residence. It turns out this has been happening since at least 2016 at a cost which currently totals $2,571 annually (policy attached). When I realized this, I immediately contacted the company and they admitted to their mistake. After weeks of not hearing back, I received an email agreeing to "amend the policy," but only starting with 2020 and to provide a "credit" amounting to $104 (plus an additional $218 if I renew the current policy). This prompted me to research the difference between primary and secondary home insurance rates. According to multiple credible sources, the rate of secondary home coverage "ranges anywhere from two to three times the cost of a comparable primary homeowner's policy".... "at a cost of $2,000-$3,000 annually," which is the rate I've been charged for the past six years. From several other insurance companies, I have received quotes for comparable coverage of my primary residence for about $1,200 per year. When accounting for this significant difference, correcting Hanover's mistake totals nearly $8,000. I realize that's applying current rates, but the two to three times difference should apply for each of the past six years. I am grateful for the Better Business Bureau's investigation of this matter.

  Business Response

  Date: 11/22/2022

  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 the matter raised in this complaint submission.   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. Thank you, The Hanover Insurance Group
  
  

  Customer Answer

  Date: 11/30/2022

   
  Complaint: 18415978
  
  I am rejecting this response because:

  I do not agree with Hanover'sresolution. Basically Hanover is blaming the local agency through which I get their insurance, saying the agency--******--gave them the wrong information while ****** stated it was a problem with Hannovers computer system. I believe the carrier should be responsible for ensuring they have the right information given their responsibility for the coverage. Hanover also claims it did not make much difference in the end because they charge primary and secondary homes close to the same rate. The facts as previously reported in my complaint do not support this, quite the opposite with second homes being two to three times the rate for coverage. On top of this, instead of refunding the money owed, they provide a tiny credit to the account that I did not renew.  

   

  Also in their response, they discovered yet another mistake with my account? I am sending to you with this email, what I just received in the mail from Hanover which is the cancellation of the policy effective 11/18/22 that as you would understand I did not renew, where the policy price is $2,353. That price is hundreds of dollars more than all the other quotes and price I was offered by the insurance company I switched to. 

   

  I am extremely dissatisfied with how Hanover is treating this issue and makes me believe that they continue to be misleading and not willing to refund the money they charged me wrongfully. I cannot accept what is an unfair and misleading resolution and hope the Better Business Bureau will help me reach a fair agreement based on the facts. 

   

  Thank you again for your attention to this matter.

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

  Business Response

  Date: 12/07/2022

  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 ************************************* 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:08/08/2022

  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.

  One of Hanovers customers rear ended me in June. I filed a claim and was assigned ***************************** to process my claim. I waited and waited and they never got back to me until finally I reached Nate and he said that they couldnt reach their customer for a statement. He told me I should just file with my insurance carrier. I finally gave up and filed with my insurance company, Nationwide. They were very responsive and said theyd go ahead and file on my insurance so that I could get my car repaired. They also told me that they had a recorded statement from Hanovers customer accepting responsibility and had his permission to send it to Hanover, which they had done. To this day, Ive heard absolutely nothing from ***************************** and while my insurance is paying to have my car repaired, Im still going to have to pay the $500 deductible out of pocket. I have never seen such awful customer service and want ********************** to step up and do the right thing and cover my $500 deductible!

  Business Response

  Date: 08/11/2022

  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