Frequently Asked Questions - Online Payments

What information do I need to provide to register an account?

You will need to provide your policy number (Your policy number can be located on your bill.), zip code, checking account information, e-mail address and the answers to specific secret questions. These questions are used for security purposes in the event that you forget your password or user ID.

Is there a fee for using the online payment system?

No, this service is offered free of charge. However, if you pay your policy in installments, the normal service charges will apply.

What browsers work best on your website?

For optimal performance, we recommend Microsoft Internet Explorer 9.0 and above. If you are not currently using Internet Explorer, you can go to Microsoft.com to download the latest version at no charge.

What should I do if I forget my password?

If you have forgotten your password, please select “Forgot My Password” on the right of the login page. To confirm your identity, you will be prompted to answer the secret questions you completed when registering. Providing this information will allow you to create a new password.

What should I do if I forget my User ID?

Select “Forgot my User ID” from the right side of the login page. We will send your user ID to the e-mail address you provided during registration.

Can more than one person register to pay the same policy over the web?

No, only one individual can be registered to make payments on a policy. However, a registered customer can share their account with someone else if they choose.

Can I register multiple policies?

You can register to make payments on multiple policies for our companies on-line, whether they are paid as individual policies or as a single account bill.

In some states, customers may find that they have multiple policies under different companies. For example, you may find that your Personal Auto policy is paid to The Hanover Insurance Group, while your Personal Homeowner’s policy is paid to The Citizens Insurance Company of America. You may pay both policies online.

How long will it take to process my payment?

Payments begin processing two (2) business days prior to your scheduled payment date, so you should schedule payments a few days prior to the due date.

Can I use more than one bank account to pay my bill?

Yes, you can make payments from up to four checking accounts.

My payment is late. What are my options for paying quickly?

Should you need to make an immediate payment, you can pay online or use our Pay-by-Phone option.

Payments made by phone or online by 3:30 p.m. (EST) are applied the same day. Payments made after 3:30 p.m. (EST) will be posted the foloowing business day. To make a payment by phone, call 800-573-1187.

Will I receive a confirmation of my electronic payment?

Once you have successfully processed your transaction, we will provide you with a confirmation number. There is an option to print the screen.

What type of records do I need to keep? (Can I view an electronic payment history?)

We recommend that you print your payment confirmation page for your records. Additionally, your online billing and payment information is stored by CheckFree, our online payment vendor, for at least six months.

Will I still receive a paper bill by mail?

Yes, we will continue to send paper bills in addition to an email reminder of the upcoming payment.

Why do I have multiple bills with different due dates?

All bills issued to you will be displayed. Should you make a change to your policy or if billing is adjusted for any reason, it may result in an additional bill being generated.

The new bill may or may not include your prior bill's balance, depending on the due date and when the payment was received. Please refer to your most current bill for the correct payment amount and payment due date(s) as there may be more than one due date.

If your new bill does not reflect a payment recently made, you can ‘adjust’ the premium to be paid when you initiate the payment.

What is “Account Bill”?

Account Bill is a billing option that links multiple policies for the same customer under one customer number. The customer is assigned a ten digit customer number generating one bill and service charge for all policies. Only one payment needs to be made while non-Account Bill customers have multiple bills and service charges with payments due at different times throughout the year.

If you have registered your account, an account level view will be available online. However, should payment not be received in a timely manner, cancellation notices will generate on a policy level. The cancellation notices will be displayed using the seven-digit policy number. One notice will generate for each policy within the account. You have the option to pay the amount due on the account level (ten-digit customer number) or the policy level (seven-digit policy number).

Who can pay their bills online?

Any Commercial Lines or Personal Lines customer of The Hanover Insurance Group who receives Installment bills is eligible to pay his or her bill online. These customers may receive installment bills on individual policies or be part of the account bill plan.

Can I make a payment even if I can’t see my bill online?

You can make a payment even if your bill is not available online. You can also make additional payments between bills.

Can I change my information on the bill payment site?

Yes, the system allows you to change your account information, including your billing address. However, since changing your address may affect your policy, changing your address on this site will not automatically update your policy information.

If you’d like to change any of your personal billing or policy information, please contact your agent.

What billing and payment options are available to me in my state?

Personal Lines and Commercial Lines customers who currently receive installment bills for individual policies or accounts may pay their bills online. These customers may also pay their bills over the phone by calling 800-573-1187.

Payment plans vary based on the type of policy you have and your state. For more information, please call your agent or Customer Service at 800-922-8427.

What if there is a payment discrepancy or I have other payment questions?

If you experience a payment discrepancy or have a question, please contact Customer Service at 800-922-8427.