Committed to enhancing your experience
As the carrier most dedicated to the success of the independent agency channel, we believe your feedback should be at the center of everything we do. Listening directly to agents helps guide where we focus our time, energy, and investments — and ensures we’re continuously improving how you do business with The Hanover.
That’s why we take a thoughtful, intentional approach to gathering and acting on agent feedback across multiple channels. One of the ways we do this is through our Agent Experience Committee.
This group is comprised of experts from across several key disciplines, ensuring your perspective is reflected at every stage of your experience with The Hanover. By working cross functionally, we’re able to review feedback holistically and prioritize enhancements that truly improve how you do business with us.
We encourage you to share feedback whenever it comes up. Have something you’d like to share now? Use our intake form below — we’re happy to listen.
Committee focus areas
Stronger, more responsive underwriting relationships
We're committed to strengthening your partnership with our underwriting teams by delivering faster, more specialized and more personalized support.
Our goal is to ensure you receive the responsiveness and expertise you need to confidently serve your customers.
Better tools and technology to support your work
We're dedicated to improving your experience with the tools and technology you rely on, such as the Service and Underwriting dashboard.
By identifying areas where you encounter friction and uncovering opportunities to enhance usability and responsiveness, we aim to make our tools and technology more reliable, efficient and value-added resources for your agency.
Simpler, smoother ways to do business
Enhancing your overall ease of doing business and ensuring a best‑in‑class experience for both you and your customers is a key focus area for The Hanover.
By taking a deep look at the pain points and barriers you encounter, we’re streamlining workflows, removing obstacles and improving speed and agility across key processes.
Clear, open and friendly communication
Communicating transparently matters. We strive to deliver communications that are clear, warm and more helpful for you.
By improving the consistency and quality of the messages you receive, we aim to strengthen our partnership and support a better experience for both you and your customers.
Our most recent enhancements - thanks to your voice
We've been able to introduce some recent upgrades thanks to feedback from agents like you, including:
Launch of our direct-access underwriting model: You now benefit from faster response times, a deeper understanding of your agency’s unique needs, uninterrupted support even when your underwriter is out of office and a stronger, more productive relationship with your underwriter.
Faster quoting and response times in TAP Sales: We’ve significantly reduced loading and processing times, making it quicker and smoother to generate quotes and serve customers.
More competitive rates for recreational lines: Underwriting has been streamlined and pricing has become more competitive, helping you win, grow and retain total account business.
Broader watercraft horsepower appetite: Binding boat policies is now faster and easier. We’ve reviewed our book of business and updated our referral guidelines, allowing us to write more types of vessels — including those with higher horsepower.
Meet your committee
Agent Experience Committee members come from various areas of expertise across The Hanover. Here is just a sample of some of the talent we are leveraging to make sure your voice is heard.
Jacqueline Keane
Committee Lead
Agent Experience Manager
PL Strategy
Kimberly Kennedy
Committee Sponsor
Chief Operating Officer
PL and Enterprise Operations
Maggi Predmore
Assistant Vice President
Process Improvement and Project Management
PL Operations
Davilla Roberts
Director
Agent & Policy Services Team
PL Operations
Katrina Rambadt
Director of Quality Assurance and Help Hub
PL Operations
Kaylin Wozniak
Manager
PL Underwriting
Steve Burlingame
Director
Customer Service Center
PL Operations
Alexis Godfrey
Senior Territory Sales Manager
PL Field Sales
Ryan Elarton
Director
Business Learning and Development
Anna Arvedon
Director
Personal Lines Marketing
Sarah Connors
Vice President
Enterprise Operations
Billing and Commission Operations; Agency Licensing Services
Stefanie Michele
Senior Manager
Business Learning & Development
Betsy Jones
Territory Sales Manager
PL Field Sales
James Brown
State Manager
PL State Management
Brae Anglin-Flaig
Assistant Vice President
Prestige Claims and Customer Experience
Lori Caron
Assistant Vice President
Hanover Technology Group
Jarod Vandenheuvel
Senior Instructional Designer
Business Learning and Development
Brittany Pinkham
Process Manager
Process Improvement
PL Operations
Committed to enhancing your experience
As the carrier most dedicated to the success of the independent agency channel, we believe your feedback should be at the center of everything we do. Listening directly to agents helps guide where we focus our time, energy, and investments — and ensures we’re continuously improving how you do business with The Hanover.
That’s why we take a thoughtful, intentional approach to gathering and acting on agent feedback across multiple channels. One of the ways we do this is through our Agent Experience Committee.
This group is comprised of experts from across several key disciplines, ensuring your perspective is reflected at every stage of your experience with The Hanover. By working cross functionally, we’re able to review feedback holistically and prioritize enhancements that truly improve how you do business with us.
We encourage you to share feedback whenever it comes up. Have something you’d like to share now? Use our intake form below — we’re happy to listen.
Committee focus areas
Stronger, more responsive underwriting relationships
We're committed to strengthening your partnership with our underwriting teams by delivering faster, more specialized and more personalized support.
Our goal is to ensure you receive the responsiveness and expertise you need to confidently serve your customers.
Better tools and technology to support your work
We're dedicated to improving your experience with the tools and technology you rely on, such as the Service and Underwriting dashboard.
By identifying areas where you encounter friction and uncovering opportunities to enhance usability and responsiveness, we aim to make our tools and technology more reliable, efficient and value-added resources for your agency.
Simpler, smoother ways to do business
Enhancing your overall ease of doing business and ensuring a best‑in‑class experience for both you and your customers is a key focus area for The Hanover.
By taking a deep look at the pain points and barriers you encounter, we’re streamlining workflows, removing obstacles and improving speed and agility across key processes.
Clear, open and friendly communication
Communicating transparently matters. We strive to deliver communications that are clear, warm and more helpful for you.
By improving the consistency and quality of the messages you receive, we aim to strengthen our partnership and support a better experience for both you and your customers.
Our most recent enhancements - thanks to your voice
We've been able to introduce some recent upgrades thanks to feedback from agents like you, including:
Launch of our direct-access underwriting model: You now benefit from faster response times, a deeper understanding of your agency’s unique needs, uninterrupted support even when your underwriter is out of office and a stronger, more productive relationship with your underwriter.
Faster quoting and response times in TAP Sales: We’ve significantly reduced loading and processing times, making it quicker and smoother to generate quotes and serve customers.
More competitive rates for recreational lines: Underwriting has been streamlined and pricing has become more competitive, helping you win, grow and retain total account business.
Broader watercraft horsepower appetite: Binding boat policies is now faster and easier. We’ve reviewed our book of business and updated our referral guidelines, allowing us to write more types of vessels — including those with higher horsepower.
Meet your committee
Agent Experience Committee members come from various areas of expertise across The Hanover. Here is just a sample of some of the talent we are leveraging to make sure your voice is heard.
Jacqueline Keane
Committee Lead
Agent Experience Manager
PL Strategy
Kimberly Kennedy
Committee Sponsor
Chief Operating Officer
PL and Enterprise Operations
Maggi Predmore
Assistant Vice President
Process Improvement and Project Management
PL Operations
Davilla Roberts
Director
Agent & Policy Services Team
PL Operations
Katrina Rambadt
Director of Quality Assurance and Help Hub
PL Operations
Kaylin Wozniak
Manager
PL Underwriting
Steve Burlingame
Director
Customer Service Center
PL Operations
Alexis Godfrey
Senior Territory Sales Manager
PL Field Sales
Ryan Elarton
Director
Business Learning and Development
Anna Arvedon
Director
Personal Lines Marketing
Sarah Connors
Vice President
Enterprise Operations
Billing and Commission Operations; Agency Licensing Services
Stefanie Michele
Senior Manager
Business Learning & Development
Betsy Jones
Territory Sales Manager
PL Field Sales
James Brown
State Manager
PL State Management
Brae Anglin-Flaig
Assistant Vice President
Prestige Claims and Customer Experience
Lori Caron
Assistant Vice President
Hanover Technology Group
Jarod Vandenheuvel
Senior Instructional Designer
Business Learning and Development
Brittany Pinkham
Process Manager
Process Improvement
PL Operations