Promoting safety and well-being
with self-service options

COVID-19 information center

We're committed to helping keep you safe during the coronavirus (COVID-19) pandemic and enabling you to manage your account through limited contact.

For more than 165 years, we have been there for our customers. We want to assure you we're open for business and set up to provide responsive service through virtual business alternatives. Together, we'll navigate this outbreak.

Convenient self-service options

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Connect with our team

We're pleased to let you know that 95% of our frontline service representatives are fully set up with work-from-home capabilities. If you prefer to speak with a member of our team, we are fully staffed and ready to assist you. Please reach out to us at 800-628-0250 to report a claim or 800-573-1187 to pay your bill.

Answers to your questions

As we've all experienced, the COVID-19 outbreak has raised a lot of new questions and created unprecedented circumstances. As a company committed to being there when you need us most, we are addressing these new situations. We've started to receive some questions and want to share what we know as of now.

+I'm facing financial hardship. What are my billing options?

We understand many are worried about finances and employment. In this unprecedented time, and always, our billing team is prepared to help with billing and payment questions. As with our protection packages, we do not believe in a one-size-fits-all approach. Instead, we will work to understand your circumstances and determine what solutions might be viable. Please reach out to our billing team as soon as possible at 800-573-1187.

+I need to have a claim assessed, but want to limit contact. What are my options?

Depending on the type of claim, you may be able to connect with an adjuster over the phone or provide photos and video of any damage. As we are able, we will work with you to remotely assess the damage. If the nature of the damage to the property makes a remote inspection difficult, we'll let you know and make alternate arrangements.

+Do you offer virtual home evaluations?

We have partnered with YouGoLook to offer self-service home evaluations in some states. If this option is available to you, we'll let you know.

+Will my company's coronavirus claim be covered?

Every protection package and every claim is unique. At The Hanover, we assess claims in accordance with the coverages the insured has in place and the facts presented. It is not possible to answer any hypothetical questions or claim scenarios regarding the coronavirus. We recommend you reach out to your independent agent or our claims department at 800-628-0250.

+Is your roadside assistance program still running?

If you are on the roads, so are we. Our roadside assistance program is fully operational available to you if your policy includes this coverage. You may reach out to our roadside assistance team at 800-628-0250.

Information for New York state customers

At The Hanover, we are committed to helping you understand your insurance policy, particularly your business interruption protection in conjunction with questions that have come from the coronavirus (COVID-19) pandemic. With this in mind, we encourage our New York state policyholders to read this special message that, in accordance with a request from the New York Department of Financial Services, provides information related to our commercial property insurance policies.

More information from reliable sources

With updates and details about the pandemic emerging by the minute, in addition to directives from the federal government, and local and state officials where we have customers, we are relying on the following sources to help manage our business operations.

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