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The Hanover Insurance Group Privacy Policy

Last updated: July- 2023

Our Commitment To Privacy

Thank you for your interest in our company, products, and services. At The Hanover Insurance Group, including the affiliates listed below (together referred to as “The Hanover,” “we,” “our,” “us”), we are committed to protecting the privacy of the personal information that we collect or maintain. We have created this Privacy Policy (the “Privacy Policy” or the “Policy”) to explain how we protect the information that is disclosed to us through our website and other sources as described below. In addition to this Privacy Policy, please visit our privacy center on our website where we have posted our Consumer Privacy Notice. Our Consumer Privacy Notice describes how The Hanover handles the consumers’ (and customers’) non-public information.

Our personnel and job applicant privacy notice for California-based personnel and job applicants is available here.

This Privacy Policy applies to the information that users disclose to us through our website(s), our online forums, services that we offer, and social media accounts that we control. It also applies to information that agents disclose to us online, including, but not limited to, The Hanover approved online portal(s) for appointed agents. As used throughout this Statement, “personal information” means information that is reasonably capable of being associated with a particular person. Anonymous, de-identified, or aggregate information is not reasonably capable of identifying a particular person, and therefore is not subject to this Privacy Policy.

From time to time, we may update and revise this Privacy Policy, at our discretion. Changes to the Privacy Policy will be posted on our website. Any changes become effective upon the posting of the revised Policy. The date this Policy was last updated can be found above.

Collection, Use, And Tracking

How We Collect Personal Information 

We collect information, directly or indirectly, that identifies you, which is commonly referred to as personal information. As part of our business operations, such as services we offer, personal information of customers is often securely disclosed to us through independent insurance agents with whom we do business. The information disclosed to us may include, but is not limited to: name, address, phone number, email address, Social Security number, driver’s license number, date of birth, consumer reports, automobile and driver’s information, and insurance claims information.

In addition, we may collect personal information that is provided to us by users of our website. This information may include username and password information, geographical location or zip code, information submitted by job applicants such as work and educational history, and information contained in requests for additional information, publications, services, or materials, among other things. For our commercial lines customers, we may also collect certain company information. If you submit the personal information of another person such as about your employees or dependents, you represent that you have obtained the authorization from that person to submit such personal information to us.

The Hanover may also collect certain other information about usage of our website through  automated tools such as online tracking technologies, which include but are not limited to, pixels, web beacons, software developer kits, third-party libraries, and cookies to provide to us certain information when you visit our website. Please see below for more information on tracking technologies and cookies.

If you are a customer who enrolled in our SmartPath program, and have downloaded and use the SmartPath mobile application, we collect information from the SmartPath program related to your driving practices and behaviors obtained through the application’s telematics capabilities, including information such as the start and end time of drives, mileage, driving speed, and hard braking. Our SmartPath program is not available in California and is only offered on The Hanover’s personal lines insurance. We also collect information related to your use of the mobile application, including the device ID, Wi-Fi status and geolocation information of the device running the application, and information about application status and usage. For more information, please review the SmartPath Terms and Conditions available in the SmartPath mobile application available through here.

Depending on your device or mobile application permission settings, the mobile application may have access to the following information from your mobile device:
1) Location (may include precise or approximate location)
2) Wi-Fi connection information (view your Wi-Fi connections to connect and disconnect from Wi-Fi)

These mobile application permission settings allow you to access or use certain features within the mobile application. You may change your mobile application permission settings. By changing your mobile application permission settings, you may affect your ability to access or use certain features on the mobile application.

Additionally, you may be able to log in to the mobile application using your device’s login features such as using a passcode or your fingerprint. These device login features are facilitated through your device and not The Hanover, and we have no control over such features, which you can change by accessing your device settings and preferences.

Why We Use Personal Information

We collect personal information to enable us to offer quality products and services to customers. We use this information in our insurance business to help us provide rate quotes, enable us to offer coverage, service policies, communicate with our agents, renew coverage, and process claims. We also use the information that you provide to us to enhance our delivery of products and services, and to improve your interactive experience with us, including on our website. For prospective employees, we use collected information to help match qualified candidates to opportunities within our organization. The applicant privacy notice for California-based employment applicants is available here

We may use your contact information to reach out to you as needed including responding to inquiries or to provide you with information about our products and services. If we use automated dialing technology to place calls or texts to your mobile phone number, we will do so with your consent as required by applicable law.  We may contact you in person, by recorded message, by the use of automated dialing equipment, by text (SMS) message, or by any other means of communication your device is capable of receiving, as allowed by law and for reasonable business purposes, including to service your policy with us.

How We Disclose Personal Information With Other Parties

We may disclose non-public personal information to our vendors and others as necessary to conduct our business and as permitted or required by law. By applying for coverage or using our services, you consent to the release of your information by The Hanover to our vendors for the purposes described in this privacy policy. We may also disclose information to our insurance company affiliates. We also may disclose your information to regulatory or law enforcement agencies, reinsurers, and others, as permitted or required by law, and to enforce our policies or to protect legal rights, property, and safety. Please note that our insurance companies may share information with their affiliates but will not share information with non-affiliated entities who would use the information to market products or services to you.

In addition, we may disclose your personal information in the event we sell or transfer all or a portion of our business assets (e.g., to further a merger, reorganization, liquidation, or any other business transaction), including during negotiations of such transactions, solely to enable a prospective acquirer to assess the overall business. 

We do not sell or share for monetary considerations , any personal information about our customers with nonaffiliates. We may use cookies and other online tracking technologies for business purposes, such as to maintain website functionality and performance.  For more information about our use of cookies, please refer to Cookies And Online Tracking Technologies. 

In the interest of providing you with better services, information, resources, or to process your privacy rights, The Hanover website may contain links to other websites. 

For example, in order for you to pay your premiums (e.g., pay a bill online), you will need to provide payment information, such as your credit card or debit card number and expiration date to the payment processor. If you choose to make a payment online, you will be redirected to our PCI-compliant payment processor, Paymentus Corporation. To understand how our payment processor collects, processes, and stores your payment and other information, please review the Paymentus Privacy Policy.

Our website may permit you to interact with another website or online service, such as enabling you to “follow” The Hanover on another site (a “Social Feature”). If you choose to “follow” content or post information using a Social Feature, that information may be publicly displayed, and the other party may have access to certain information about you and your use of our website. Similarly, if you interact with us through Social Features, we may have access to certain information about you (for example, if you “follow” our page on another website). Please note that if you mention or comment about The Hanover or our website in your post to another platform, that platform may allow us to publish your post on our website.

Cookies And Online Tracking Technologies

We, and the entities we partner with, may track some of the web pages you visit through online tracking technologies.

The Hanover uses analytics services provided by Google Analytics. This service may track details about your online activities over time and across different websites. Notwithstanding the foregoing, Hanover does not use this service to provide cross-contextual behavioral advertising. To opt-out of being tracked by Google Analytics across all websites you visit where Google Analytics may be used, visit https://tools.google.com/dlpage/gaoptout.

When you accept the cookies on our website, you will not see the cookie options banner unless you clear the cookies from your browser.

Data Protection And Choices

How We Protect Your Personal Information

We strive to maintain appropriate administrative, technical and physical safeguards that are designed to help protect personal information we collect or receive. We limit access to your personal information to our employees who need access in order to do their jobs. Although we follow reasonable procedures to safeguard information, transmission via the Internet is not completely secure and we cannot guarantee the security of information submitted online.

Children’s Privacy

Our website is intended for our customers, prospective customers, employees, prospective employees, agents, investors, and business partners, and is not intended for children under the age of thirteen (13). We do not intentionally collect personal information from children under the age of thirteen (13) on our website Furthermore, we do not sell or share personal information of children under the age of 18. The services are not directed to individuals under the age of thirteen (13), and we request that these individuals do not provide Personal Information through the services. However, we may collect information about children under the age of thirteen (13) from, or with the consent of, their legal guardians and/or parents for the purposes of processing a claim. If you believe that we might have any personal information from or about a child, please contact us at privacy@hanover.com. 

Additional Information 

We maintain our website in the U.S. and in accordance with U.S. laws. By providing us with information through our website, you consent to the transfer of that information within or to the U.S., our storage of that information in the U.S., and our use of that information in accordance with this Privacy Policy.

If you are a resident of California, your personal information is further subject to our Privacy Policy for California Residents, which is stated below. To the extent the provisions of this Privacy Policy conflict or are inconsistent with the provisions set forth in the Privacy Policy for California Residents, the provisions in the Privacy Policy for California Residents shall control for California customers.

You may change your account information by submitting a request.

For California Residents

Under the California Consumer Privacy Act, as amended from time to time, and the applicable regulations (the “CCPA”), The Hanover is required to notify California customers about The Hanover’s collection, use, disclosure, and retention of their personal information. This section applies to The Hanover’s processing of personal information of California residents to the extent the information is subject to the CCPA. There are several exemptions from the CCPA, and in accordance with the CCPA this section does not apply to personal information collected pursuant to: (i) the Gramm-Leach-Bliley Act and its implementing regulations (such as information collected in connection with the sale, issuance and maintenance of an insurance policy or claim for personal, family, or household purposes); (ii) the California Financial Information Privacy Act; or (iii) the Health Insurance Portability and Accountability Act (“HIPAA”).. If The Hanover has obtained your information pursuant to your role as an employee, job applicant, or an independent contractor, please click here to review The Hanover’s collection, use, disclosure, and retention of your personal information pursuant to such relationship with The Hanover. 

How We Collect And Use Personal Information

As stated in the section on Our Commitment To Privacy, Hanover collects personal information.

In general, within the last twelve (12) months Hanover has collected customers’ personal information so we can provide products and services and satisfy our legal obligations. Further, we may disclose customers’ personal information to others who provide services to us, and to government agencies and regulators so that we can provide our products and services to customers. We may also disclose a consumer’s personal information to our affiliates or in the event of a business transfer. Additional detail on how Hanover processes personal information of customers is set forth below.

 

Category of personal information

Categories of sources of personal information

Business or commercial purpose(s) for which used

Categories of parties (recipients)  to whom personal information is disclosed, if any

Identifiers: such as, real name, alias, postal address, unique personal identifier, Social Security number, driver’s license number, passport number, or other similar identifiers

  • Directly from you, for example when you fill out an application, file a claim, and from your transactions with us
  • From parties as permitted by law, such as independent agents and brokers, consumer reporting agencies, insurance companies, our service providers, as well as anti-fraud databases

We use this personal information for performance of our services and for our business operations as required or permitted by law. For example:

  • Providing you with the services that you request, such as by completing transactions, finding an agent, processing claims, or providing a quote for one of our products
  • Communicating with you, for example to respond to inquiries

We disclose personal information as permitted or required by law in connection with performance of our services and for our business operations, including:

  • Financial or other service providers, such as independent agents, brokerage firms, or insurance companies
  • Insurance regulators or other government agencies to verify information or protect the rights of our insureds, our company, and others
  • Administrative service providers
  • Data aggregators who may provide services such as fraud detection

Identifiers (continued): such as online identifier, Internet Protocol address, email address, account name, username, password, and password hint information

  • Directly from you, for example when you fill out an online form or set up an account, sign-up for our services, and as a result of your use of our website or other online services
  • From parties such as website analytics providers

We use this information to provide services to you and to maintain our website or other online services, such as:

  • To help maintain the safety, security, and integrity of our website, information systems, databases, and other technology assets
  • To maintain secure accounts with us
  • For testing, research, analysis, and product development, including to develop and improve our website, products, and services

We may disclose this information as described above as well as with parties providing:

  • Application and security services
  • Website or other online hosting services
  • Information technology services

Any personal information that identifies, relates to, describes, or is capable of being associated with, a particular individual, including, but not limited to, his or her name, signature, Social Security number, physical characteristics or description, address, telephone number, passport number, driver’s license or state identification card number, insurance policy number, education, employment, employment history, bank account number, credit card number, debit card number, or any other financial information, medical information, or health insurance information. “Personal Information” does not include publicly available information that is lawfully made available to the general public from federal, state, or local government records: such as name, signature, Social Security number, address, telephone number, driver's license or state identification card number, insurance policy number, education, employment, employment history, bank account number, financial information, medical information, or health insurance information

  • We collect this information from the categories of sources of personal information listed next to both categories of “Identifiers” above as well as from your employer or health care provider where applicable.

We use this personal information for performance of our services and for our business operations as required or permitted by law. For example:

  • Underwriting and analysis
  • Business or audit operations
  • Providing you with the services that you request, such as by completing transactions, processing claims, or providing a quote for one of our products
  • Communicating with you, for example to respond to inquiries

We may disclose personal information as permitted or required by law in connection with performance of our services, and for our business operations, such as:

  • Underwriting services providers
  • Financial or other service providers, such as independent agents, brokerage firms, or insurance companies
  • Insurance regulators or other government agencies to verify information or protect the rights of our insureds, our company, and others
  • Data aggregators who may provide services such as fraud detection

Characteristics of Protected Classifications: such as age, ethnicity, citizenship, marital status, medical condition, physical or mental disability, sex, gender, gender identity, veteran or military status, and genetic information

  • Directly from you, for example as part of the employment process if you are a Hanover employee or applicant, when you fill out an application, file a claim, from your transactions with us, and as the result of your use of our website
  • From parties as permitted by law, such as consumer reporting agencies, independent agents and brokers, our service providers, and your employer or healthcare providers, if applicable

We use this personal information for performance of our services and for our business operations, including our obligations as an employer and as required or permitted by law. For example:

  • Providing you with the services that you request, such as by completing transactions, processing claims, or providing a quote for one of our products
  • To provide support and to respond to customer inquiries, including to investigate and address concerns, and to monitor and improve our responses
  • Underwriting and analysis

We may disclose personal information as permitted or required by law in connection with performance of our services and for our business operations, including:

  • Underwriting service providers
  • Financial service providers, such as independent agents, brokerage firms, or insurance companies
  • Data analysis service providers
  • Legal service providers,
  • Accounting service providers
  • Administrative service providers

Internet or Other Electronic Network Activity Information: such as browsing history, search history, and information regarding a consumer’s interaction with a website, application, or advertisement

  • As the result of your use of our online services, such as our website, customer portals, or mobile applications (if any), including through the use of online tracking technologies.

We use this personal information for performance of our services and for our business operations as required or permitted by law. For example:

  • To provide access to our website and the information about our products and services contained therein
  • To facilitate the processing of claims or payment of bills and for example through our customer bill pay portal
  • For the security of our website and information systems
  • Providing you with information, including communications about our products or services that may be of interest to you
  • To support, personalize, and improve our website, products, or services

We may disclose personal information as described next to the “Identifiers (Continued)” category above, and for our business operations, including:

  • Website support services, such as businesses that assist us with bill payment processing on our website
  • Services that help us manage and secure online access to account information
  • Services that facilitate claims reporting
  • Advertising or social media networks to direct content from us to our customers

Geolocation Data: such as geographic tracking data, physical location, and movements

  • Directly from you as the result of your use of our website or online services, including through a mobile device
  • From parties such as website hosting and data analytics provider applications

We use this personal information for performance of our services and for our business operations as required or permitted by law. For example:

  • Detecting security incidents
  • Preventing malicious, deceptive or illegal activity
  • Facilitate services provided via our mobile applications, including mobile applications designed to promote safe driving

We may disclose personal information as permitted or required by law in connection with performance of our services, and for our business operations, including:

  • Website hosting
  • Information technology, software application, and security service providers
  • Advertising or social media networks to direct content to customers
  • Services that allow you to download our mobile application

Sensory Data: such as audio, electronic, visual, or similar information

  • Directly from you as the result of, using our website, filling out an online form or claim, or calling for customer support

We use this personal information for performance of our services and for our business operations as required or permitted by law. For example:

  • Providing you with the services that you request, such as by completing transactions, processing claims, or providing a quote for one of our products
  • Communicating with you, for example to respond to inquiries

We may disclose sensory data, such as audio or video recordings, as permitted or required by law in connection with the performance of our services, and for our business operations, including:

  • Claims and administrative service providers

Professional or Employment-Related Information: such as current or past employment history, performance evaluations, disciplinary records, investigations, awards, earnings, compensation and payroll records, benefit records, employment application, resume, background checks, contracts and agreements or termination records, leave documentation, medical records, or workers compensation records

  • Directly from you, for example when you fill out an application, file a claim, and from your transactions with us
  • From parties as permitted by law, such as agents and brokers, our service providers, your employer where applicable, as well as anti-fraud databases

We use this personal information for performance of our services and for our business operations as required or permitted by law. For example:

  • Audit or operational purposes
  • Facilitating claims processing
  • To underwrite end-to-end insurance solutions, such as workers’ compensation products

We may disclose personal information as permitted or required by law in connection with performance of our services, and for our business operations, including:

  • Underwriting service providers
  • Financial service providers, such as independent agents, brokerage firms, or insurance companies
  • Data analysis service providers
  • Legal service providers
  • Accounting service providers
  • Administrative service providers

Non-Public Education Information: such as education records maintained by an educational agency or institution, including grades, transcripts, or course lists

  • From educational agencies or institutions

We may collect information about your education history directly from you for the same purpose described above, and we may otherwise collect information directly from education agencies or institutions.

Not applicable.

Inferences Drawn From Other Personal Information: such as information used to create a profile reflecting the consumer’s preferences, characteristics, and behaviors

We may draw inferences using personal information obtained from you (e.g., based on the products or services you have purchased, and from the other sources of information listed above).

We use this personal information for performance of our services and for our business operations as required or permitted by law. For example:

  • Providing you with the services that you request, such as by completing transactions, processing claims, or providing a quote for one of our products
  • To develop, operate, deliver, maintain, improve, enhance, and protect our services, and in connection with other Hanover offerings and operations
  • Providing you with information, including communications about products or services that may be of interest to you

We may disclose personal information as permitted or required by law in connection with performance of our services, and for our business operations, including:

  • Service providers who help us improve existing products or services or develop new products or services
  • Website hosting or applications service providers
  • Advertising or social media networks to direct content to customers

 

Our website may provide links to content or services controlled or owned by other parties. When website visitors interact with such other party content or services, they may be disclosing their personal information to such parties. We do not sell/share for money any personal information about our customers with unaffiliated entities. Under the CCPA, the manner in which we may use cookies or other tracking technologies may constitute a “sale” or a “share.” You have the right to opt-out of sale or share personal information. Please see our Cookies and Online Tracking Technologies section for more on how we use cookies and other online tracking technologies.

How Long We Retain Personal Information

Generally, we keep your personal information for as long as is reasonably required for the purposes described in this Privacy Notice. We may retain your personal information if necessary to meet legal, regulatory, tax, or accounting needs. 

Your Privacy Rights As A California Resident

Right To Know

You have the right to request that we disclose to you the personal information we collect, use, disclose, sell, or share about you:

  1. The categories of personal information we have collected from customers
  2. The categories of sources from which the personal information was collected
  3. Our business or commercial purposes for collecting, selling, or sharing personal information
  4. The categories of third parties (recipients) to which we disclose personal information
  5. The specific pieces of personal information we have collected about you
  6. A list of all third parties to which we have disclosed personal information, as defined under California Civil Code Section 1798.83(e) (a/k/a the “Shine the Light Law”), during the preceding year for third-party direct marketing purposes, if applicable

You can submit an email request by sending the California Resident Request Form to privacy@hanover.com or calling 800-446-8379 to make a disclosure request. We will respond to your request as soon as we can, and no later than legally required. We will also confirm receipt of your request within 10 business days of receipt. You may make up to two requests in any 12-month period.

Right to Request Deletion

You have the right to request that we delete your personal information. You may make such a request by sending the by sending the California Resident Request Form to privacy@hanover.com or calling 800-446-8379. We will respond to your request as soon as we can, and no later than legally required. We will also confirm receipt of your request within 10 business days of receipt. 

You should be aware, however, that California law allows us to retain your personal information under certain conditions, even if you have asked us to delete it, such as when retaining your personal information is necessary for us to complete a transaction with you or provide you with a good or service you have requested. In such circumstances, we will notify you of any denial of your deletion request and the reason for such denial.

Right To Correct Inaccurate Information 

If you believe that any of the personal information we maintain about you is inaccurate, You may make such a request by sending the by sending the California Resident Request Form to privacy@hanover.com or calling 800-446-8379. Upon receipt of a verifiable request to correct inaccurate personal information, we will use commercially reasonable efforts to correct the information as you direct. We will respond to your request as soon as we can, and no later than legally required. We will also confirm receipt of your request within 10 business days of receipt. 

Right To Opt-Out

You have the right to opt-out of the sale of your personal information. To opt-out, please click here, or download and use a browser supporting the Global Privacy Control (GPC) browser signal. If you choose to use the GPC signal, you will need to turn it on for each supported browser or browser extension you use and for each device you may use.
As stated in the Children’s privacy section above, we do not sell or share personal information of children under the age of 18.

Sensitive Personal Information

The Hanover does not collect or use sensitive personal information other than to provide The Hanover’s products and services, which fall outside the scope of the CCPA. Notwithstanding the foregoing, The Hanover does not use your sensitive personal information to infer characteristics about you. Therefore, The Hanover does not offer the right to limit the use of sensitive personal information. 

Non-Discrimination

We will not discriminate against you for exercising your rights under the CCPA. Unless otherwise permitted by the CCPA, we will not:

  • Deny you goods or services;
  • Charge you different prices or rates for goods or services, including through granting discounts or other benefits, or imposing penalties;
  • Provide a different level or quality of goods or services; or
  • Suggest that you will receive a different price or rate for goods or services or a different level or quality of goods or services.

Verification And Using An Authorized Agent

Only you, or someone legally authorized to act on your behalf, may make a verifiable request to know, delete, or correct as it relates to your personal information. You may also make a verifiable request on behalf of your minor child.

Making a verifiable request does not require you to create an account with us.

To verify the identity of the requestor and authority to make the request, you will be required to provide your name, email address, and other unique information that we may determine is required in order to connect you to the information that we retain (e.g., The Hanover policy number, claim number, or government-issued identification number).

We will only use personal information provided in a verifiable request to verify the requestor's identity or authority to make the request.

In accordance with the CCPA and in order to safeguard personal information, we cannot respond to your request or provide you with personal information if we cannot verify your identity or authority to make the request and confirm the personal information relates to you.

You may use an authorized agent to submit a request. To use an authorized agent, you will need to (i) provide written instruction to your agent and verify your identity to us; or (ii) provide a power of attorney pursuant to California Probate Code Sections 4000 to 4465.

California’s “Shine the Light” Law

If you are a California resident, you are entitled, once a year, free of charge, to request information regarding our disclosure, if any, of certain categories of personal information to third parties for their direct marketing purposes in the preceding calendar year. Note: We do not share personal information with third parties for their own direct marketing purposes without your consent or without providing the ability to opt-out.

Contact us

If you have questions about this Privacy Policy, please contact us at:

Phone: 800-446-8379

Email: privacy@hanover.com

Address:
The Hanover Insurance Group, Inc.
Attn: Chief Privacy Officer
440 Lincoln Street N435
Worcester, MA 01653

The Hanover Privacy Policy is provided on behalf of:

  • AIX Specialty Insurance Company
  • Allmerica Financial Alliance Insurance Company
  • Allmerica Financial Benefit Insurance Company
  • Allmerica Plus Insurance Agency Inc.
  • Campmed Casualty & Indemnity Company, Inc.
  • Citizens Insurance Company of America
  • Citizens Insurance Company of Illinois
  • Citizens Insurance Company of the Midwest
  • Citizens Insurance Company of Ohio
  • Educators Insurance Agency, Inc.
  • Hanover Specialty Insurance Brokers, Inc.
  • The Hanover American Insurance Company
  • The Hanover Atlantic Insurance Company Ltd.
  • The Hanover Casualty Company
  • The Hanover Insurance Company
  • The Hanover National Insurance Company
  • Massachusetts Bay Insurance Company
  • NOVA Casualty Company
  • Opus Investment Management, Inc.
  • Verlan Fire Insurance Company

 

No

The Hanover Insurance Group Privacy Policy

Last updated: July- 2023

Our Commitment To Privacy

Thank you for your interest in our company, products, and services. At The Hanover Insurance Group, including the affiliates listed below (together referred to as “The Hanover,” “we,” “our,” “us”), we are committed to protecting the privacy of the personal information that we collect or maintain. We have created this Privacy Policy (the “Privacy Policy” or the “Policy”) to explain how we protect the information that is disclosed to us through our website and other sources as described below. In addition to this Privacy Policy, please visit our privacy center on our website where we have posted our Consumer Privacy Notice. Our Consumer Privacy Notice describes how The Hanover handles the consumers’ (and customers’) non-public information.

Our personnel and job applicant privacy notice for California-based personnel and job applicants is available here.

This Privacy Policy applies to the information that users disclose to us through our website(s), our online forums, services that we offer, and social media accounts that we control. It also applies to information that agents disclose to us online, including, but not limited to, The Hanover approved online portal(s) for appointed agents. As used throughout this Statement, “personal information” means information that is reasonably capable of being associated with a particular person. Anonymous, de-identified, or aggregate information is not reasonably capable of identifying a particular person, and therefore is not subject to this Privacy Policy.

From time to time, we may update and revise this Privacy Policy, at our discretion. Changes to the Privacy Policy will be posted on our website. Any changes become effective upon the posting of the revised Policy. The date this Policy was last updated can be found above.

Collection, Use, And Tracking

How We Collect Personal Information 

We collect information, directly or indirectly, that identifies you, which is commonly referred to as personal information. As part of our business operations, such as services we offer, personal information of customers is often securely disclosed to us through independent insurance agents with whom we do business. The information disclosed to us may include, but is not limited to: name, address, phone number, email address, Social Security number, driver’s license number, date of birth, consumer reports, automobile and driver’s information, and insurance claims information.

In addition, we may collect personal information that is provided to us by users of our website. This information may include username and password information, geographical location or zip code, information submitted by job applicants such as work and educational history, and information contained in requests for additional information, publications, services, or materials, among other things. For our commercial lines customers, we may also collect certain company information. If you submit the personal information of another person such as about your employees or dependents, you represent that you have obtained the authorization from that person to submit such personal information to us.

The Hanover may also collect certain other information about usage of our website through  automated tools such as online tracking technologies, which include but are not limited to, pixels, web beacons, software developer kits, third-party libraries, and cookies to provide to us certain information when you visit our website. Please see below for more information on tracking technologies and cookies.

If you are a customer who enrolled in our SmartPath program, and have downloaded and use the SmartPath mobile application, we collect information from the SmartPath program related to your driving practices and behaviors obtained through the application’s telematics capabilities, including information such as the start and end time of drives, mileage, driving speed, and hard braking. Our SmartPath program is not available in California and is only offered on The Hanover’s personal lines insurance. We also collect information related to your use of the mobile application, including the device ID, Wi-Fi status and geolocation information of the device running the application, and information about application status and usage. For more information, please review the SmartPath Terms and Conditions available in the SmartPath mobile application available through here.

Depending on your device or mobile application permission settings, the mobile application may have access to the following information from your mobile device:
1) Location (may include precise or approximate location)
2) Wi-Fi connection information (view your Wi-Fi connections to connect and disconnect from Wi-Fi)

These mobile application permission settings allow you to access or use certain features within the mobile application. You may change your mobile application permission settings. By changing your mobile application permission settings, you may affect your ability to access or use certain features on the mobile application.

Additionally, you may be able to log in to the mobile application using your device’s login features such as using a passcode or your fingerprint. These device login features are facilitated through your device and not The Hanover, and we have no control over such features, which you can change by accessing your device settings and preferences.

Why We Use Personal Information

We collect personal information to enable us to offer quality products and services to customers. We use this information in our insurance business to help us provide rate quotes, enable us to offer coverage, service policies, communicate with our agents, renew coverage, and process claims. We also use the information that you provide to us to enhance our delivery of products and services, and to improve your interactive experience with us, including on our website. For prospective employees, we use collected information to help match qualified candidates to opportunities within our organization. The applicant privacy notice for California-based employment applicants is available here

We may use your contact information to reach out to you as needed including responding to inquiries or to provide you with information about our products and services. If we use automated dialing technology to place calls or texts to your mobile phone number, we will do so with your consent as required by applicable law.  We may contact you in person, by recorded message, by the use of automated dialing equipment, by text (SMS) message, or by any other means of communication your device is capable of receiving, as allowed by law and for reasonable business purposes, including to service your policy with us.

How We Disclose Personal Information With Other Parties

We may disclose non-public personal information to our vendors and others as necessary to conduct our business and as permitted or required by law. By applying for coverage or using our services, you consent to the release of your information by The Hanover to our vendors for the purposes described in this privacy policy. We may also disclose information to our insurance company affiliates. We also may disclose your information to regulatory or law enforcement agencies, reinsurers, and others, as permitted or required by law, and to enforce our policies or to protect legal rights, property, and safety. Please note that our insurance companies may share information with their affiliates but will not share information with non-affiliated entities who would use the information to market products or services to you.

In addition, we may disclose your personal information in the event we sell or transfer all or a portion of our business assets (e.g., to further a merger, reorganization, liquidation, or any other business transaction), including during negotiations of such transactions, solely to enable a prospective acquirer to assess the overall business. 

We do not sell or share for monetary considerations , any personal information about our customers with nonaffiliates. We may use cookies and other online tracking technologies for business purposes, such as to maintain website functionality and performance.  For more information about our use of cookies, please refer to Cookies And Online Tracking Technologies. 

In the interest of providing you with better services, information, resources, or to process your privacy rights, The Hanover website may contain links to other websites. 

For example, in order for you to pay your premiums (e.g., pay a bill online), you will need to provide payment information, such as your credit card or debit card number and expiration date to the payment processor. If you choose to make a payment online, you will be redirected to our PCI-compliant payment processor, Paymentus Corporation. To understand how our payment processor collects, processes, and stores your payment and other information, please review the Paymentus Privacy Policy.

Our website may permit you to interact with another website or online service, such as enabling you to “follow” The Hanover on another site (a “Social Feature”). If you choose to “follow” content or post information using a Social Feature, that information may be publicly displayed, and the other party may have access to certain information about you and your use of our website. Similarly, if you interact with us through Social Features, we may have access to certain information about you (for example, if you “follow” our page on another website). Please note that if you mention or comment about The Hanover or our website in your post to another platform, that platform may allow us to publish your post on our website.

Cookies And Online Tracking Technologies

We, and the entities we partner with, may track some of the web pages you visit through online tracking technologies.

The Hanover uses analytics services provided by Google Analytics. This service may track details about your online activities over time and across different websites. Notwithstanding the foregoing, Hanover does not use this service to provide cross-contextual behavioral advertising. To opt-out of being tracked by Google Analytics across all websites you visit where Google Analytics may be used, visit https://tools.google.com/dlpage/gaoptout.

When you accept the cookies on our website, you will not see the cookie options banner unless you clear the cookies from your browser.

Data Protection And Choices

How We Protect Your Personal Information

We strive to maintain appropriate administrative, technical and physical safeguards that are designed to help protect personal information we collect or receive. We limit access to your personal information to our employees who need access in order to do their jobs. Although we follow reasonable procedures to safeguard information, transmission via the Internet is not completely secure and we cannot guarantee the security of information submitted online.

Children’s Privacy

Our website is intended for our customers, prospective customers, employees, prospective employees, agents, investors, and business partners, and is not intended for children under the age of thirteen (13). We do not intentionally collect personal information from children under the age of thirteen (13) on our website Furthermore, we do not sell or share personal information of children under the age of 18. The services are not directed to individuals under the age of thirteen (13), and we request that these individuals do not provide Personal Information through the services. However, we may collect information about children under the age of thirteen (13) from, or with the consent of, their legal guardians and/or parents for the purposes of processing a claim. If you believe that we might have any personal information from or about a child, please contact us at privacy@hanover.com. 

Additional Information 

We maintain our website in the U.S. and in accordance with U.S. laws. By providing us with information through our website, you consent to the transfer of that information within or to the U.S., our storage of that information in the U.S., and our use of that information in accordance with this Privacy Policy.

If you are a resident of California, your personal information is further subject to our Privacy Policy for California Residents, which is stated below. To the extent the provisions of this Privacy Policy conflict or are inconsistent with the provisions set forth in the Privacy Policy for California Residents, the provisions in the Privacy Policy for California Residents shall control for California customers.

You may change your account information by submitting a request.

For California Residents

Under the California Consumer Privacy Act, as amended from time to time, and the applicable regulations (the “CCPA”), The Hanover is required to notify California customers about The Hanover’s collection, use, disclosure, and retention of their personal information. This section applies to The Hanover’s processing of personal information of California residents to the extent the information is subject to the CCPA. There are several exemptions from the CCPA, and in accordance with the CCPA this section does not apply to personal information collected pursuant to: (i) the Gramm-Leach-Bliley Act and its implementing regulations (such as information collected in connection with the sale, issuance and maintenance of an insurance policy or claim for personal, family, or household purposes); (ii) the California Financial Information Privacy Act; or (iii) the Health Insurance Portability and Accountability Act (“HIPAA”).. If The Hanover has obtained your information pursuant to your role as an employee, job applicant, or an independent contractor, please click here to review The Hanover’s collection, use, disclosure, and retention of your personal information pursuant to such relationship with The Hanover. 

How We Collect And Use Personal Information

As stated in the section on Our Commitment To Privacy, Hanover collects personal information.

In general, within the last twelve (12) months Hanover has collected customers’ personal information so we can provide products and services and satisfy our legal obligations. Further, we may disclose customers’ personal information to others who provide services to us, and to government agencies and regulators so that we can provide our products and services to customers. We may also disclose a consumer’s personal information to our affiliates or in the event of a business transfer. Additional detail on how Hanover processes personal information of customers is set forth below.

 

Category of personal information

Categories of sources of personal information

Business or commercial purpose(s) for which used

Categories of parties (recipients)  to whom personal information is disclosed, if any

Identifiers: such as, real name, alias, postal address, unique personal identifier, Social Security number, driver’s license number, passport number, or other similar identifiers

  • Directly from you, for example when you fill out an application, file a claim, and from your transactions with us
  • From parties as permitted by law, such as independent agents and brokers, consumer reporting agencies, insurance companies, our service providers, as well as anti-fraud databases

We use this personal information for performance of our services and for our business operations as required or permitted by law. For example:

  • Providing you with the services that you request, such as by completing transactions, finding an agent, processing claims, or providing a quote for one of our products
  • Communicating with you, for example to respond to inquiries

We disclose personal information as permitted or required by law in connection with performance of our services and for our business operations, including:

  • Financial or other service providers, such as independent agents, brokerage firms, or insurance companies
  • Insurance regulators or other government agencies to verify information or protect the rights of our insureds, our company, and others
  • Administrative service providers
  • Data aggregators who may provide services such as fraud detection

Identifiers (continued): such as online identifier, Internet Protocol address, email address, account name, username, password, and password hint information

  • Directly from you, for example when you fill out an online form or set up an account, sign-up for our services, and as a result of your use of our website or other online services
  • From parties such as website analytics providers

We use this information to provide services to you and to maintain our website or other online services, such as:

  • To help maintain the safety, security, and integrity of our website, information systems, databases, and other technology assets
  • To maintain secure accounts with us
  • For testing, research, analysis, and product development, including to develop and improve our website, products, and services

We may disclose this information as described above as well as with parties providing:

  • Application and security services
  • Website or other online hosting services
  • Information technology services

Any personal information that identifies, relates to, describes, or is capable of being associated with, a particular individual, including, but not limited to, his or her name, signature, Social Security number, physical characteristics or description, address, telephone number, passport number, driver’s license or state identification card number, insurance policy number, education, employment, employment history, bank account number, credit card number, debit card number, or any other financial information, medical information, or health insurance information. “Personal Information” does not include publicly available information that is lawfully made available to the general public from federal, state, or local government records: such as name, signature, Social Security number, address, telephone number, driver's license or state identification card number, insurance policy number, education, employment, employment history, bank account number, financial information, medical information, or health insurance information

  • We collect this information from the categories of sources of personal information listed next to both categories of “Identifiers” above as well as from your employer or health care provider where applicable.

We use this personal information for performance of our services and for our business operations as required or permitted by law. For example:

  • Underwriting and analysis
  • Business or audit operations
  • Providing you with the services that you request, such as by completing transactions, processing claims, or providing a quote for one of our products
  • Communicating with you, for example to respond to inquiries

We may disclose personal information as permitted or required by law in connection with performance of our services, and for our business operations, such as:

  • Underwriting services providers
  • Financial or other service providers, such as independent agents, brokerage firms, or insurance companies
  • Insurance regulators or other government agencies to verify information or protect the rights of our insureds, our company, and others
  • Data aggregators who may provide services such as fraud detection

Characteristics of Protected Classifications: such as age, ethnicity, citizenship, marital status, medical condition, physical or mental disability, sex, gender, gender identity, veteran or military status, and genetic information

  • Directly from you, for example as part of the employment process if you are a Hanover employee or applicant, when you fill out an application, file a claim, from your transactions with us, and as the result of your use of our website
  • From parties as permitted by law, such as consumer reporting agencies, independent agents and brokers, our service providers, and your employer or healthcare providers, if applicable

We use this personal information for performance of our services and for our business operations, including our obligations as an employer and as required or permitted by law. For example:

  • Providing you with the services that you request, such as by completing transactions, processing claims, or providing a quote for one of our products
  • To provide support and to respond to customer inquiries, including to investigate and address concerns, and to monitor and improve our responses
  • Underwriting and analysis

We may disclose personal information as permitted or required by law in connection with performance of our services and for our business operations, including:

  • Underwriting service providers
  • Financial service providers, such as independent agents, brokerage firms, or insurance companies
  • Data analysis service providers
  • Legal service providers,
  • Accounting service providers
  • Administrative service providers

Internet or Other Electronic Network Activity Information: such as browsing history, search history, and information regarding a consumer’s interaction with a website, application, or advertisement

  • As the result of your use of our online services, such as our website, customer portals, or mobile applications (if any), including through the use of online tracking technologies.

We use this personal information for performance of our services and for our business operations as required or permitted by law. For example:

  • To provide access to our website and the information about our products and services contained therein
  • To facilitate the processing of claims or payment of bills and for example through our customer bill pay portal
  • For the security of our website and information systems
  • Providing you with information, including communications about our products or services that may be of interest to you
  • To support, personalize, and improve our website, products, or services

We may disclose personal information as described next to the “Identifiers (Continued)” category above, and for our business operations, including:

  • Website support services, such as businesses that assist us with bill payment processing on our website
  • Services that help us manage and secure online access to account information
  • Services that facilitate claims reporting
  • Advertising or social media networks to direct content from us to our customers

Geolocation Data: such as geographic tracking data, physical location, and movements

  • Directly from you as the result of your use of our website or online services, including through a mobile device
  • From parties such as website hosting and data analytics provider applications

We use this personal information for performance of our services and for our business operations as required or permitted by law. For example:

  • Detecting security incidents
  • Preventing malicious, deceptive or illegal activity
  • Facilitate services provided via our mobile applications, including mobile applications designed to promote safe driving

We may disclose personal information as permitted or required by law in connection with performance of our services, and for our business operations, including:

  • Website hosting
  • Information technology, software application, and security service providers
  • Advertising or social media networks to direct content to customers
  • Services that allow you to download our mobile application

Sensory Data: such as audio, electronic, visual, or similar information

  • Directly from you as the result of, using our website, filling out an online form or claim, or calling for customer support

We use this personal information for performance of our services and for our business operations as required or permitted by law. For example:

  • Providing you with the services that you request, such as by completing transactions, processing claims, or providing a quote for one of our products
  • Communicating with you, for example to respond to inquiries

We may disclose sensory data, such as audio or video recordings, as permitted or required by law in connection with the performance of our services, and for our business operations, including:

  • Claims and administrative service providers

Professional or Employment-Related Information: such as current or past employment history, performance evaluations, disciplinary records, investigations, awards, earnings, compensation and payroll records, benefit records, employment application, resume, background checks, contracts and agreements or termination records, leave documentation, medical records, or workers compensation records

  • Directly from you, for example when you fill out an application, file a claim, and from your transactions with us
  • From parties as permitted by law, such as agents and brokers, our service providers, your employer where applicable, as well as anti-fraud databases

We use this personal information for performance of our services and for our business operations as required or permitted by law. For example:

  • Audit or operational purposes
  • Facilitating claims processing
  • To underwrite end-to-end insurance solutions, such as workers’ compensation products

We may disclose personal information as permitted or required by law in connection with performance of our services, and for our business operations, including:

  • Underwriting service providers
  • Financial service providers, such as independent agents, brokerage firms, or insurance companies
  • Data analysis service providers
  • Legal service providers
  • Accounting service providers
  • Administrative service providers

Non-Public Education Information: such as education records maintained by an educational agency or institution, including grades, transcripts, or course lists

  • From educational agencies or institutions

We may collect information about your education history directly from you for the same purpose described above, and we may otherwise collect information directly from education agencies or institutions.

Not applicable.

Inferences Drawn From Other Personal Information: such as information used to create a profile reflecting the consumer’s preferences, characteristics, and behaviors

We may draw inferences using personal information obtained from you (e.g., based on the products or services you have purchased, and from the other sources of information listed above).

We use this personal information for performance of our services and for our business operations as required or permitted by law. For example:

  • Providing you with the services that you request, such as by completing transactions, processing claims, or providing a quote for one of our products
  • To develop, operate, deliver, maintain, improve, enhance, and protect our services, and in connection with other Hanover offerings and operations
  • Providing you with information, including communications about products or services that may be of interest to you

We may disclose personal information as permitted or required by law in connection with performance of our services, and for our business operations, including:

  • Service providers who help us improve existing products or services or develop new products or services
  • Website hosting or applications service providers
  • Advertising or social media networks to direct content to customers

 

Our website may provide links to content or services controlled or owned by other parties. When website visitors interact with such other party content or services, they may be disclosing their personal information to such parties. We do not sell/share for money any personal information about our customers with unaffiliated entities. Under the CCPA, the manner in which we may use cookies or other tracking technologies may constitute a “sale” or a “share.” You have the right to opt-out of sale or share personal information. Please see our Cookies and Online Tracking Technologies section for more on how we use cookies and other online tracking technologies.

How Long We Retain Personal Information

Generally, we keep your personal information for as long as is reasonably required for the purposes described in this Privacy Notice. We may retain your personal information if necessary to meet legal, regulatory, tax, or accounting needs. 

Your Privacy Rights As A California Resident

Right To Know

You have the right to request that we disclose to you the personal information we collect, use, disclose, sell, or share about you:

  1. The categories of personal information we have collected from customers
  2. The categories of sources from which the personal information was collected
  3. Our business or commercial purposes for collecting, selling, or sharing personal information
  4. The categories of third parties (recipients) to which we disclose personal information
  5. The specific pieces of personal information we have collected about you
  6. A list of all third parties to which we have disclosed personal information, as defined under California Civil Code Section 1798.83(e) (a/k/a the “Shine the Light Law”), during the preceding year for third-party direct marketing purposes, if applicable

You can submit an email request by sending the California Resident Request Form to privacy@hanover.com or calling 800-446-8379 to make a disclosure request. We will respond to your request as soon as we can, and no later than legally required. We will also confirm receipt of your request within 10 business days of receipt. You may make up to two requests in any 12-month period.

Right to Request Deletion

You have the right to request that we delete your personal information. You may make such a request by sending the by sending the California Resident Request Form to privacy@hanover.com or calling 800-446-8379. We will respond to your request as soon as we can, and no later than legally required. We will also confirm receipt of your request within 10 business days of receipt. 

You should be aware, however, that California law allows us to retain your personal information under certain conditions, even if you have asked us to delete it, such as when retaining your personal information is necessary for us to complete a transaction with you or provide you with a good or service you have requested. In such circumstances, we will notify you of any denial of your deletion request and the reason for such denial.

Right To Correct Inaccurate Information 

If you believe that any of the personal information we maintain about you is inaccurate, You may make such a request by sending the by sending the California Resident Request Form to privacy@hanover.com or calling 800-446-8379. Upon receipt of a verifiable request to correct inaccurate personal information, we will use commercially reasonable efforts to correct the information as you direct. We will respond to your request as soon as we can, and no later than legally required. We will also confirm receipt of your request within 10 business days of receipt. 

Right To Opt-Out

You have the right to opt-out of the sale of your personal information. To opt-out, please click here, or download and use a browser supporting the Global Privacy Control (GPC) browser signal. If you choose to use the GPC signal, you will need to turn it on for each supported browser or browser extension you use and for each device you may use.
As stated in the Children’s privacy section above, we do not sell or share personal information of children under the age of 18.

Sensitive Personal Information

The Hanover does not collect or use sensitive personal information other than to provide The Hanover’s products and services, which fall outside the scope of the CCPA. Notwithstanding the foregoing, The Hanover does not use your sensitive personal information to infer characteristics about you. Therefore, The Hanover does not offer the right to limit the use of sensitive personal information. 

Non-Discrimination

We will not discriminate against you for exercising your rights under the CCPA. Unless otherwise permitted by the CCPA, we will not:

  • Deny you goods or services;
  • Charge you different prices or rates for goods or services, including through granting discounts or other benefits, or imposing penalties;
  • Provide a different level or quality of goods or services; or
  • Suggest that you will receive a different price or rate for goods or services or a different level or quality of goods or services.

Verification And Using An Authorized Agent

Only you, or someone legally authorized to act on your behalf, may make a verifiable request to know, delete, or correct as it relates to your personal information. You may also make a verifiable request on behalf of your minor child.

Making a verifiable request does not require you to create an account with us.

To verify the identity of the requestor and authority to make the request, you will be required to provide your name, email address, and other unique information that we may determine is required in order to connect you to the information that we retain (e.g., The Hanover policy number, claim number, or government-issued identification number).

We will only use personal information provided in a verifiable request to verify the requestor's identity or authority to make the request.

In accordance with the CCPA and in order to safeguard personal information, we cannot respond to your request or provide you with personal information if we cannot verify your identity or authority to make the request and confirm the personal information relates to you.

You may use an authorized agent to submit a request. To use an authorized agent, you will need to (i) provide written instruction to your agent and verify your identity to us; or (ii) provide a power of attorney pursuant to California Probate Code Sections 4000 to 4465.

California’s “Shine the Light” Law

If you are a California resident, you are entitled, once a year, free of charge, to request information regarding our disclosure, if any, of certain categories of personal information to third parties for their direct marketing purposes in the preceding calendar year. Note: We do not share personal information with third parties for their own direct marketing purposes without your consent or without providing the ability to opt-out.

Contact us

If you have questions about this Privacy Policy, please contact us at:

Phone: 800-446-8379

Email: privacy@hanover.com

Address:
The Hanover Insurance Group, Inc.
Attn: Chief Privacy Officer
440 Lincoln Street N435
Worcester, MA 01653

The Hanover Privacy Policy is provided on behalf of:

  • AIX Specialty Insurance Company
  • Allmerica Financial Alliance Insurance Company
  • Allmerica Financial Benefit Insurance Company
  • Allmerica Plus Insurance Agency Inc.
  • Campmed Casualty & Indemnity Company, Inc.
  • Citizens Insurance Company of America
  • Citizens Insurance Company of Illinois
  • Citizens Insurance Company of the Midwest
  • Citizens Insurance Company of Ohio
  • Educators Insurance Agency, Inc.
  • Hanover Specialty Insurance Brokers, Inc.
  • The Hanover American Insurance Company
  • The Hanover Atlantic Insurance Company Ltd.
  • The Hanover Casualty Company
  • The Hanover Insurance Company
  • The Hanover National Insurance Company
  • Massachusetts Bay Insurance Company
  • NOVA Casualty Company
  • Opus Investment Management, Inc.
  • Verlan Fire Insurance Company