Hanover Reviews
Hanover Reviews – MA-based Insurance Company Founded In The 1800’s
The Hanover Insurance Group is one of the oldest insurance companies in the United States. Founded in 1852 in New York City, Hanover started writing fire insurance policies during the 19th century. Since then they have expanded their operations to other lines of insurance. Each of these Hanover reviews are from actual customers.
They also moved to Worcester, Massachusetts, where they are currently headquartered. They have other offices in Howell, Michigan, and Atlanta, Georgia. According to their website, Hanover has over 4,000 employees.
Hanover Insurance sells policies through it’s network of 2,000 independent agents. They offer business insurance, workers compensation, home insurance, and of course auto insurance to individuals and businesses. If you have any experience with Hanover car insurance, please add to our Hanover reviews below. Reviews can be positive, negative, or simply ho-hum. Just make it real!
To see reviews for a different company, checkout these auto insurance reviews.
For GEICO reviews, click here.
For AAA reviews, click here.
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Reviews (27)
Sheena
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I cancelled my policies with Hanover after only one year over an incident in which they failed to update my banking information in a timely manner. Because of this, I incurred an overdraft for a checking account that I had closed. It was my first overdraft ever and they refused to reimburse me for the fee, even though I have the printed confirmation that I changed my account information on Hanover’s website. I moved my auto and home policies to another company before the renewal, yet they continue to withdraw money from my checking account, and refuse to reimburse me. They did this once for the auto policy, but continue to take money for the HO policy. I called when I noticed it, and they refused to take corrective action so I sent a demand letter with a copy of the signed request to cancel the HO policy and tracked the letter through USPS. I also demanded in the letter that they cancel the HO policy and reimburse me for the money that they took from my bank account. They received it on October 14, yet just drafted the payment for the HO policy today, October 26. I called this morning and they continue to state that they don’t have the cancellation, yet they told me that they forwarded my letter to my former agent, which means that they do have the signed cancellation request and are being deliberately difficult. I told them I would forward the matter to the insurance commissioner. They think I’m joking. I’m not.
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Carole
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Worst company in the world,…. DO NOT USE>>>>>> DONT EVEN GO NEAR THESE PEOPLE>>>>>>> Car stolen and they will not pay. Claiming Fraud. How do you steal your own car? /Customer service is ridiculous. Now it is to the CEO. IF he cant do anything it will be a nice lawsuit.
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Fed up
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Worst company I have ever dealt with- do not get your policy through them. No one ever calls you back when they say they will. They send copious amounts of useless paperwork, even though other (non-Hanover) driver was at fault in the accident. You call them about the forms, they never call but send more. They referred me to a body shop that was on their preferred list and it was a terrible experience (returned my car with my radio speakers not working properly, worked fine when the car went in and had nothing to do with the accident. Brought car back to them and they could not figure out what the problem was, speakers still do not work right). Car ended up needing more repairs a few months later related to the accident that the body shop overlooked. Sent all of the info to Hanover, still waiting for response. Plan to submit claim to MA Insurance Commissioner and will be changing all my policies to another company for sure.
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Frank Stidham
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Excellent and courteous service. I recommend Hanover insurance.
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Frank Settle
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Excellent service for all aspects of last year’s auto accident
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Richard R
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I have been insured by the Hanover group for several years. About a year ago our home suffered from hail damage. I called Hanover and they replaced my roof and gutters. I was not out of pocket but for my deductible. This year I had an unfortunate accident while driving on an icy road in the Chicago area. I called Hanover they were very responsive and my car is fixed by our local body repair shop. Again I am not out of pocket but for my deductible.
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Gerard and Linda D.
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Was hit in the right front portion of our vehicle. Reported it immediately. Within in a few weeks the extensive damage was completely to our satisfaction and within two months we received a check for our full deductible.
Great service, decent call back and a satisfied customer . They will be our insurance company .
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D Keo
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I filed a claim with them. Their policy holder was driving in front of me as we went up a steep hill. It had snowed very lightly then froze. The road was a sheet of ice. He lost traction and crossed over the solid line smashing into the opposing lanes steel guard rail then crossed back over and hit me head on. Totaling my pickup. The whole thing took less than a minute. Hanovers adjuster told me that I share the fault because I should have swerved when I saw him coming. Apparently this adjuster grew up in So. Florida. When you have control of your vehicle on snow and ice you don’t make sudden moves. Also the guard rail was on my right and his client was coming from the left front. Now I am getting warnings about committing fraud when filing a claim. They are bordering on harassment at this point.
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J Cas
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I agree with all the bad review here, I was rear-ended by one of their insured, and so far I had nothing but bad experience with them. My friend told me, I should file a complain to state insurance department, which I will. I suggest if you do the same thing if you had the same bad experience as I did with them.
Just go to google.com, search for insurance department XXX(name of your state). Normally, there will be a very detailed instruction tell you how to file a complain again a insurance company.
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John Hutchinson
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Amazingly dishonest company. Looks like everyone else’s reviews are correct. Got hit by a truck driver covered under them and even with a police report stating he was in the wrong the still deny the claim.
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Patrick
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I have to say I have never been so frustrated with a company as I am now. Hannover truly has bad service! First, I was told one thing… Cool, I understand things change, or don’t work out, but come on… I’m still a customer! What happened to the day that people worked with a customer until things were completed!!!
I know people normally only write these because they are upset, I hate bad service!
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Kellie M
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Two weeks ago my girlfriend was involved in a car accident involving a trucker insured by Hanover. The gentleman was at fault and Hanover assumed responsibility for the damages and costs. The agents have been anything but professional. Rather than accommodate the victim as they were obligated to do, they gave her the run around on just about everything. She was delayed on getting a rental car because she could never get her assigned agent (Leslie) on the phone. After numerous phone calls, voice mails and speaking with the supervisor of the office, she was finally told that she no longer had the same agent. They have fought her every step of the way on this. She accepted an offer on Friday of last week. Her rental car is only paid for through Friday of this week. Keep in mind she still has no received payment from the insurance company. After yet another all day game of phone tag with the company, she was told that she wouldn’t receive a dime until they received her car title (something she was never instructed to do before this call) and that they would not be extending the use of the rental car. She has now had to go pay out of her own pocket to over-night her car title to their headquarters up north before any of this can begin to be resolved.
It clearly wasn’t enough that she had to deal with a careless truck driver who wasn’t paying ANY attention to what he was doing. They have made this entire process terrible for her. She could have easily lawyer’d up and went after every dime they were worth. She has been nothing but courteous and friendly only to be handed off to agents who are either incompetent or lazy, you decide. Customer service should be something that a business prides themselves on. Hanover has made it very apparent that they don’t share those similar views.
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Janette F
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We have been with Hanover while here in Oklahoma for a year and a half. Before we moved we also had Hanover, but they did not offer reasonable coverage when we first moved out here. After our current insurance went up due to the storms, we began searching again and found a reasonable rate with Hanover.
Our insurance company is one of the best out there. They are reasonably priced and will work with you to ensure you have all the benefits you want at a price that works for you. They will also work to ensure you have all the applicable discounts applied to your account. We have both our homeowner’s and automobile insurance through them. We have never had any problems with them. Just our insurance agent who represents multiple companies.
They are easy to reach and will return your phone calls. When my husband was involved in an accident, we went through our insurance for the medical payments portion. They worked with our doctors and made sure we had all the information they needed to complete the claim. When we tried to contact them, there was always a live person that answered or returned our calls that same day.
They allow us to auto draft our premium every six months and send us our renewal notice a month before our policy is about to renew. Our insurance cards come with the policy renewal as well. I would highly recommend Hanover if you are looking for a great insurance company!
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Mela Mo
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Yuck! This company is so incredibly pathetic its pathetic… they refuse to pay me the amount I am owed for my not a fault accident and they are soo rude. I use to have Geico and I thought they were bad, but wow do I regret leaving now. Buyer beware, they will get you and they don’t care.
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Hayley R
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My parked car was hit one night and the driver left no note. When I contacted Hanover, I described the damage I saw on my car. However, when my car was taken to the mechanics the mechanic noticed even more damage on my car, which I had no clue about. Hanover then blamed me for this damage and refused to cover the damage that I had not originally reported (How am I supposed to know everything about cars – the mechanic only found the additional damage after taking the front tires off). Two months later and they are still dragging me through the mud. Now they are trying to get out of paying for the rental car I had to use even though they said they would cover up to 30 days of rental car usage. I wish I could rate them lower than 1 star.
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Ann L.
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I agree with the majority of the reviews about Hanover. They are the worst company I have ever had to deal with. I recently had my car catch on fire due to wiring under the starter. Fortunately, someone saw the fire and we were able to put out before my entire car was destroyed.
I had a terrible experience with the Claim’s rep. She said the adjuster could come to the place where my car was at a certain time and that he would call me after he saw the car. He was almost 2 hrs late and Never called me. The Claim’s rep said that the mechanic said the starter was the cause of the fire. I told her that was not true as I too had spoken to the mechanic and it was also indicated on the bill that wiring was the cause of the fire. The Claim’s rep lied so she didn’t have to pay me for the starter or the other parts that were burned.
I had to go to my agent who spoke with her and then spoke to her supervisor. It was several days before hearing from my agent due to Hanover being so slow to respond. They now say they will pay for the starter but not the labor. We are talking about $600 which included by $100 deductible. I plan to take this further. This is an injustice and other people need to know how they respond.
I hate to think what it would have been with them if I had lost my car totally.
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Willie
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Very much along the lines of the complaints stated here, I was hit from behind by a Hanover insured recently while stopped at a red light. Hanover refuses to pay for all the damages to my car. The portion of damages they are disputing was obviously caused by the accident. Their position is entirely disingenuous.
I have an older car and Hanover is obviously trying to leverage me with a “take or leave it” approach. Now I have to go through my insurer, pay the deductible and wait for my insurer to recover my out-of-pocket expenses in a subrogation action against the Hanover insured. It strikes me that Hanover is hoping I will take their incomplete payment and turn in my car. My car was functioning perfectly before the accident. I will stand on principle and recover all my losses.
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julie
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Worst insurance company EVER! I’ve had to file only 2 claims in 30 years and had to hire attorneys to help against hanover both times. They have dishonest crooked adjusters that work for them and then they want to put you thru the ringer before paying or denying your claim all together! worst and most unprofessional group of people ever!
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Evelyn
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If I could leave a negative number of stars for a rating I would. This company is all about trying to get over on the individuals who their customers have hit and caused damage to vehicles and lives. Was hit from behind by their customer while at a stop light during our vacation and they really didnt’ want to handle the repairs of my vehicle until I got back home….I DONT’ THINK SO!!!! THIS IS BOLOGNA. I don’t understand how they can claim to be such an amazing company when their claims process and customer service is so horribly bad!
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Becca
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I am in the beginning stages of a claim with them. So far, not impressed. Their voicemail states they will call you back in 4 hours yet two days, they still never called me back. I spoke to a supervisor and advised her and her response was “We are too busy to return phone calls” and when I suggested changing their voicemail messages to a longer turn around to be contacted back her response was “well, I changed mine…” HORRIBLE customer service so far. It has been two weeks and it has been like pulling teeth to get them to cut a check to the auto repair shop for damages.
To top it off, I hurt my hip in the accident, so far the doctors are pretty sure it is my tendon. I know this is going to be a nightmare to get a settlement after I receive all my physical therapy.
Does anyone have an update on their claim that had statements above? Please tell me their customer service got better towards the end because I dont see how it can get worse……
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Bob D.
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I have to agree with the others that this has been the WORST company I have ever had insurance with. I had to file a home owners claim and the process took several months. I only received action from them after I reported them to the State Board of Insurance. I am still not done dealing with them because the claim is still slowly being paid out without any assistance from them or the agent. Once I receive my money I will changing companies. Also, they do not mail renewal identification cards, but make their website impossible to find them. I tried calling customer service for the card, but they cannot issue it because it’s online. Before I could explain that the website is not easy to navigate the customer service representative hung-up.
I strongly urge to to STAY AWAY from Hanover!
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Teresa L.
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A person insured by Hanover T boned my daughter last June.It took several month to get the money for her vechile.We had $9,100 in medcial and they kept calling wanting this or that .Each time we did as they asked it took weeks to hear back.Well now their suppose to be offering a settlement.(the first was $12,000).Still not calling when they say they will.my advise to anyone who is hit by a Hanover insured is to seek counsel immediately.They just jerk you around because they want your year to sue to run out!!!!! Worst insurance company I’ve ever dealt with.
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Brian C
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HORRIBLE COMPANY TO WORK WITH!!!
Their insured hit my car while making an illegal u-turn from the right hand lane. He cut right in front of me like a SWAT move as I was in the left hand lane. He was given tickets for reckless driving and for making an illegal u-turn, AND HANOVER ONLY ISSUED HIM 85% of the blame!!!
Their attitude was “take it or leave it”. And I’ve never spoke with a ruder insurance rep in my life. She talked over me like I had hit the mute button.
Terrible, terrible company
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Manasseh
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Overall a VERY GOOD Company with excellent service. In today’s world of cost cutting and price wars most dealings with insurance companies are going to suck. Their claims rep don’t return your call/emails as they have way too much to handle and then they farm estimates out to third parties that aren’t worth the small amount they are paid (afterall when can you hire a third party and get “better” personnel?)
I work in the insurance industry and have for 21 years it still amazes me how badly some companies treat their own customers but instead of getting better it seems to be getting worse every year. Still, Hanover remains in the top 10% of the industry in terms of service.
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Innocent party!
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This is the worst insurance company, I have ever encountered in my entire life. One of their customers hit me last April! I have yet to be paid for anything. I have never seen a group of people work so hard to screw an innocent person over. Fail!!
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Hanover Auto Insurance Customer Reviews | Car Insurance Guidebook | Reviewed2u
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B. Christie
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When I do switch my auto insurance provider – which I plan to do – I will be sure not to become a customer of Hanover, ever again. I acquired this insurance through an agent and, now, wish I would have looked for insurance on my own.
My first regret with this company was that the only way they would accept payment was directly from my banking account. This is a no-no for me; but, I allowed it anyways. I, then, realized that every time that my policy renewed, the total cost of my insurance went up a bit. This is definitely not a desirable characteristic in an insurance company.
Hanover also failed to send new ID cards once the policy had renewed. There was an incident when I needed to verify that I had insurance on the spot. All I needed was Hanover to give verification of my policy over the phone. I placed a call to them, not too late in the evening, only to find out that their offices were closed. They only keep business/bankers’ hours.
After this incident I attempted to contact customer service to do a simple address change. They redirected me to my agent. Turns out that customer service is very limited in what they can do for customers. I went back and forth, between my agent and Hanover, for months before I was sent ID cards with my proper address on them. In short, this insurance company is a hassle to deal with and overpriced.
I would not recommend them.
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