Frequently Asked Questions - Online Payments

What browsers work best on your website?

For optimal performance, we recommend Google Chrome, or Microsoft Internet Explorer 9.0 and above. You can go to Google.com/Chrome or Microsoft.com/Internetexplorer to download the latest versions.

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.

What are my payment options?

We offer several flexible payment options for your convenience:

  • Electronic Funds Transfer (EFT) – automatic withdrawals from the checking or savings account of your choosing
  • Online Payments – select "Bill Pay” to make your payment using an electronic check, debit card or credit card.
  • Pay by Phone – call 1-800-573-1187 to make a payment using an electronic check, debit card or credit card.
  • Payment by Mail - mail a check to the address indicated on your bill or click the ‘Contact Us’ link and select Postal Mail.

What credit cards do you accept?

We accept MasterCard, Visa and Discover.

How much do I need to pay?

For each bill, you may pay your new balance or any amount that fits your budget; however, you must pay at least the minimum amount due or your policy will be subject to cancellation. If you pay less than the minimum amount due, your payment will be allocated first to any fees charged and the balance to the minimum amount due in the order of the payment due date for the policies in your account. Any policy for which the minimum amount due is not paid, will be subject to cancellation.

My payment is late. How can I make my payment quickly?

There are a couple of options to help you if you find you need to make a payment right away—you can call 800-573-1187 or click on Bill Pay and select One-time Payment. Payments must be made by 6:00 PM EST to ensure that your payment is posted to your account on the same day. Payments made after 6:00 PM EST will be posted to your account the following business day.

How do I make a payment by telephone?

Simply call 800-573-1187 and please have your 16 digit customer # or 7 character policy # handy. You will also be asked to enter your billing zip code.

Do I have to register and create a user ID & password to make a payment online?

No you do not have to register to make a payment online. Simply select One-time Payment on Hanover.com.

What are the benefits of registering to make payment?

Several additional options become available to a registered user:

  • Enroll in and manage recurring EFT.
  • Save checking account or card information for future use.
  • View bill images.
  • View payment history, including pending payments.
  • Change payment plan (personal insurance customers only).

If I sign up to receive email alerts, will I still receive a bill in the mail?

Yes we will continue to mail you a paper bill in addition to the email reminder that you will receive.

Will I get charged any billing or payment fees?

Avoiding billing fees is easy when you sign up for Recurring EFT (Electronic Funds Transfer) to pay your premium! Additionally there are no fees to pay your bill online or by calling 800-573-1187. However, if you prefer to have your premium billed on a payment plan, your policy/account will be charged an invoice fee (amount varies by state). NOTE: If your payment is returned to us for non-sufficient funds, you will be charged a fee.

Why is the amount due on my bill different than the amount I see online?

The amount due may have changed due to a payment or some other change to your policy. If you have any questions, call Hanover’s Customer Service Team at 800-922-8427.

Why don't I see a recent payment reflected in my balance?

Payments made within the last 48 hours may not be reflected in your balance or amount due.

Does Hanover accept payments I make on my bank’s website?

Yes. When enrolling on your bank’s site, please be sure to use the 16 digit customer # located on your invoice.

Why are there multiple debits from Hanover on my bank or credit card statement?

Payments made on multiple policies or bills will be separate transactions.  Each payment will be denoted by a unique confirmation number. This is done to ensure proper application of your payment.  If you have any questions, call Hanover’s Customer Service Team at 800-922-8427.

What type of records do I need to keep?

We recommend that you print your payment confirmation page for your records. You will be able to view 24 months of payment history online.

Can I change my personal information on the bill payment site?

You are able to update your email address as well as any banking information associated with recurring EFT. However, if you’d like to change other personal information such as your name or address, please contact your agent as it may affect your policy.