COVID-19 and sickness prevention center

COVID-19 information center

We’re committed to helping keep you safe during the COVID-19 pandemic and enabling you to manage your account or business through limited contact. For more than 165 years, we have been there for our customers. We’re open for business and set up to provide responsive service through virtual business alternatives. Together, we’ll navigate this pandemic.

 

Convenient self-service options

The Hanover offers ways that you can manage your account remotely and limit contact during the claims process. Registering for an account or downloading our mobile app is the best way to get started. 

 

 

For customers

 

 

Login to My Hanover Policy or
create an account

 

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Hanover Mobile

 

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. If you need assistance, please reach out to our billing team at 800-922-8427 or to your insurance agent. Throughout this pandemic, we will work to understand your circumstances and determine what solutions might be viable.

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.

 

How does The Hanover handle regulatory orders/bulletins and advisories related to COVID-19?

We are closely monitoring the many communications being issued by various governmental agencies and regulators related to the impact of COVID-19. We are evaluating the impact on our operations and determining appropriate action consistent with all regulatory requirements and in support of our customers and agents.

California
The state's Department of Industrial Relations' Occupational Safety and Health Standards Board passed temporary standards to help maximize safety for workers in California. They went into effect December 2020 and include requirements for employers to have a written COVID-19 prevention plan. See their model prevention plan for more details.

Learn more about the standards in place.

Bulletin 2020-3 from April 13, 2020 orders insurers to report to the Department of Insurance within 60 days and to communicate with policyholders within 120 days of the date of the bulletin. We are thoughtfully considering how to best comply with the bulletin in a way that is consistent with the needs of our customers and agent partners and will submit a response within the specified timeframe.

As of September 17, 2020, the state of California requires all employers to report their employees' positive COVID-19 testing to their workers’ compensation insurance carriers—regardless of whether there is a work-related workers' compensation claim. The Hanover uses this information to help the state of California identify potential outbreaks. Please use the below form to report a COVID-19 positive test. 

Employer reporting form: COVID-19 positive tests

California COVID-19 reporting requirement endorsement

New York
At The Hanover, we are committed to helping customers understand their insurance policy, particularly their 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.

Bulletin N.Y.C.R.R. 229.5 summarizes emergency measures the New York Legislature and Department of Financial Services are implementing to assist those impacted the COVID-19 pandemic. Regulations enacted apply to most insurance policies and include: the waiver of late fees, the prohibition on reporting negative data to credit reporting agencies and the repayment of late premiums over a 12-month period.

FAQs
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. If you need assistance, please reach out to our billing team at 800-922-8427 or to your insurance agent. Throughout this pandemic, we will work to understand your circumstances and determine what solutions might be viable.

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.

 

For businesses

We know you and your customers have coverage, claims and billing questions. Here are answers based on what we know now. As always, each situation is unique and assessed individually in accordance to the protection package in place and the specific circumstances presented.

Billing

What are some of the options The Hanover might offer to policyholders facing financial hardships?

On a case-by-case basis, we will consider the following flexible options for customers who indicate that their financial situations was/is impacted by the recent coronavirus (COVID-19) actions:

  • Move the current billed amount to the end of the policy term, if possible.
  • Spread the current billed amount over the policy term.
  • Stop/delay non-payment cancellation activity.
  • Waive related fees, if appropriate.

Should none of the above seem feasible, we will carefully consider other options.

Do you anticipate any impact to EFT payments or the EFT schedule?

We have no plans to deactivate EFT. Customers who wish to deactivate their EFT may do so using My Hanover Policy. If customers deactivate EFT and need to make arrangements, they are asked to contact a member of our billing team at 800-922-8427.

How can customers obtain their invoices if they are not able to access their mail?

Customers who aren't able to receive invoices due to a location closure or interruption of mail services can sign-up for ebilling through My Hanover Policy and receive email notifications as new invoices are available.

Claims

What should I do if my client believes they have a coronavirus claim?

Please report the claim as you normally would do. We will review the claim following our regular processes and protocols, and engage you and the insured as needed, as quickly as possible. You can reach our claims service department at 800-628-0250.

What safety precautions are Hanover claims adjusters and appraisers taking for onsite visits?

In adherence with CDC health recommendations, we've asked employees to:

  • Stay home from work if they feel under the weather
  • Wash their hands for at least 20 seconds or use a hand sanitizer containing at least 60% alcohol
  • Maintain a safe "social distance" of six feet from others and refrain from handshaking
  • Reassure customers that they are not sick, have not been in contact with anyone who is sick and have not traveled recently to one of the countries on the CDC's travel advisory list
Do you offer virtual appraisals for my customer's property or business?

Yes. We have virtual and self-service tools available depending on the claim. We may be able to work over the phone or advise customers on how to provide photos and videos of any damage themselves. We also may use a drone to evaluate roof damage, which does not involve in-person contact. If a virtual option is available to your customers, we'll let them know when we request the evaluation.

Do you have a specific virtual tool for car appraisals involved in an accident?

Hanover customers can get their vehicles inspected using their smartphones. It's a popular option for both commercial and personal line customers in all states, where available. Appraisals can be available within a few hours after using the technology.

If I am eligible to resolve my claim via the phone or through technology, will this delay my claim processing?

If your claim is eligible, smartphone and virtual options are very efficient. You may file and track claims using My Hanover Policy and the Hanover mobile app.

What additional services are you providing to customers who need roadside assistance?

As part of social distancing recommendations due to the COVID-19 pandemic, most service providers are no longer allowing passengers to ride in their trucks for tow event. For customers who need towing service during this period and are unable to arrange their own transportation, we will provide a voucher of up to $50 for an Uber ride. Our roadside assistance team will assist customers with obtaining the voucher during the support call.

 

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.