Frequently-asked questions about The Hanover
- Who is The Hanover?
The Hanover is a leading property and casualty insurance company offering a broad portfolio of tailored coverage solutions for personal, commercial and specialty customers. We are a Fortune 1000® company, with nationally-recognized claims service and proactive risk management expertise. We have been protecting individuals and business for 165+ years and have earned high financial ratings from key industry analysts, including an "A" rating (Excellent) by A.M. Best Company.
- What kind of insurance do you offer for individuals?
We offer the personal insurance you need to protect your car, home, valuables, boats and more. Whether you're single, married or empty nesters, we can offer you tailored protection options with the services and convenient tools you want. We have insurance solutions to protect your autos, homes, valuables, boats and watercraft, recreational vehicles and more.
- What kind of protection do you offer for businesses?
We offer account and monoline insurance solutions for businesses of all sizes.
- Our small business insurance solutions are designed to meet the needs of a wide array of small businesses with up to 30 employees.
- For mid-size companies, we offer coverage in 12 core industries and dozens of sub-industries within them.
- Our specialty segment offers products such as bonds, marine, miscellaneous professional liability, specialty property and other specialty coverages.
No matter the coverage you are seeking, we work with your independent insurance agent to tailor solutions that fit your needs and risks. Our approach to business insurance includes value-add risk management and claims services.
- Can I purchase insurance from you online?
We are not a direct seller of insurance. We offer our products through a select group of independent agents and brokers. We've been working solely with independent agents since our founding in 1852. We do this because we believe purchasing insurance can be complicated and that your needs may be too complex to protect using an online form or a short phone call. The independent insurance agents we partner with are experts in your local market and will take time to understand your personal and business insurance needs. Discover the value we believe independent insurance agents bring to the insurance-buying experience.
- Are your agents independent or captive agents?
Our agent partners are independent insurance agents. They partner with multiple insurance carriers to help ensure they are able to offer you the best combination of insurance coverage, value and price. Captive agents work for only one carrier and are committed to sell coverage options offered by their parent company.
We consider independent agents our partners, only working with those we know and trust to do the right things by their customers. Learn more about how independent insurance agents can help define your unique insurance needs.
- Why haven't I heard of The Hanover?
We rely on our independent insurance agent partners to recommend us to their customers. This means we do not do a lot of advertising. Instead, we focus our investments on delivering industry-leading products, services and innovation to you. Rest assured, we've been doing this since 1852 – delivering on our promise to be there when our policyholders need us the most.
- Do you offer insurance in all states?
We offer business insurance in most states, and insurance for individuals and families in select states.
- What are your financial ratings?
We are a Fortune 1000® public company, trading on the New York Stock Exchange under the ticker symbol THG. We have "A" ratings from A.M. Best, S&P and Moody's. Visit the investor relations section of our site for more financial information about our company.
- Are The Hanover and Citizens the same company?
Citizens Insurance is the brand we use for personal insurance in Michigan. It is a member company of The Hanover Insurance Company.
- What if I have claim?
Every claim – no matter how big or small – is important to us. If the unexpected occurs, you may report a claim 24/7 online and via phone or email. Our adjusters will then work with you to resolve your claim. We're proud to share that In fact, 9 out of 10 customers with a home, auto or business claim* are likely to recommend us to a colleague, family member or friend. See what our customers say about us.
* Refers to customers with a paid claim
- Who do I call in claims if I have a question?
You may call 800-628-0250 to speak with a customer service representative. You might find answers to your questions in our FAQs about auto and property claims.
- I had a great experience with your company and would like to leave an online review. Where should I go?
We appreciate all customer reviews and encourage you to leave us a review.
- When I searched for The Hanover online, why did I see some negative reviews?
The Hanover responds to hundreds of thousands of claims each year. The majority of the time customers are very pleased with the results. In fact, 9 out of 10 customers with a home, auto or business claim* are likely to recommend us to a colleague, family member or friend. We have an "A+" rating from the Better Business Bureau. Still, we recognize there will be times some customers may be unhappy with decisions made, services provided or perceived value, and will share their complaints online. Though we do not do so in a public forum, we reach out to these customers and work to understand their concerns.
* Refers to customers with a paid claim
- How do I pay my bill?
We offer several convenient ways to pay your bill, including online, EFT and via phone. Please learn more about our bill paying options.
- Who do I contact if I have a question about billing?
A billing customer service representative can be reached at 800-922-8427. Some of your questions may be answered in our FAQs about online payments and EFT payments.
- Where is your company based?
We are based in Worcester, Massachusetts. In addition, we have regional offices across the U.S.
- How do I contact a regional office?
Contact information for our regional offices can be found on our regional offices directory.
- Do you offer information on how to purchase insurance, stay safe and prevent claims?
We offer many resources that can help you decide what kind and how much insurance you need, how to help keep your loved ones, property and business safe and steps you can take to help prevent claims.
- Are you appointing new agents?
We have a selective appointment process which seeks out growth-minded, actively-managed agencies to build a mutual partnership in writing selective account business. If you are interested in becoming a partner agent, please explore our agency appointment process.
- What kind of corporate citizen is your company?
We are recognized as a socially-responsible organization, committed to protecting our environment, making a difference in our communities and acting with integrity. We fundamentally believe that these values and good corporate citizenship are essential to our success. Learn more about our commitment to be an involved corporate citizen.
- Are you hiring?
We're searching for the most talented professionals – at every level – to join our team. Please visit our careers site to learn more about our culture and current opportunities.
- Do you offer a college internship program?
Yes, we offer an intensive, 10-week summer internship program designed for rising college seniors to explore careers across several business and insurance tracks.