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’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

As social distancing is a key recommendation for staying safe during the pandemic, we offer 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. 

 

 

 

 

Login to My Hanover Policy or
create an account

 

Download
Hanover Mobile

 

Connect with our team

95% of our service team is set up to work from home. If you prefer to speak with a member of our team, we are 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 pandemic 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. 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.


If I use my car to deliver essential goods for my employer and get into an accident, will I be covered under my personal auto policy?

The Hanover wants to support our customers during these unprecedented times. While each claim will be evaluated on a case-by-case basis, if a loss occurs while a listed operator is delivering food, medicine or other essential goods for their employer, The Hanover will not deny the claim on the basis of the use of the vehicle for this purpose.

 

CDC guidelines for specific industries

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.


If I use my car to deliver essential goods for my employer and get into an accident, will I be covered under my personal auto policy?

The Hanover wants to support our customers during these unprecedented times. While each claim will be evaluated on a case-by-case basis, if a loss occurs while a listed operator is delivering food, medicine or other essential goods for their employer, The Hanover will not deny the claim on the basis of the use of the vehicle for this purpose.

 

Do business safely

 

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.