The Hanover Insurance Group (hanover.com) has a 3.6 out of 5 rating on OK.one, based on 101 user reviews collected here. It is listed under Money & Insurance and its reputation is mixed. Opinions are polarized: 65% rate it 4 stars or higher while 33% give 1 star; The business has not yet replied to negative reviews; 29 of them were added in the last 12 months. Last updated 2026-08-10.
Had tree fall on my Neighbors garage from last week storms, the so called agent Antoine Smith had me email pics of the damage, after a few days I hadn't heard back from him and called him, he said he didn't receive my email. emailed again and called him to verify that he recived it, left a voice mail, no response, sent a text with the pic, no response. What the Hell am I paying for!!!!
storm damages property damages! i have not been contacted by anyone in a month. i halve exhausted all my resources to fix all the damages out of pocket and loans that cost extra! not sure im too happy with response i didnt get!
First time doing anything other than paying bills with Hannover. I called for a tow truck for a flat tire since I pay insurance on it. It’s more than 7 hours and nothing. Not even a text. I called them 3 times. They want me to deal with the tow truck company directly.
After over two decades of having them for our homeowners insurance, without one single claim, they trapped us for some bullshit reason. They were more than happy to take our money for over 25 years. I tried to call them and I could not even get anyone to answer my phone calls. Over and over I was disconnected only to have a survey asking me if my problem has been solved.
This company has more excuses why not to pay out money pool deck collapsed because a pillar sank do not know why so they are saying that because it's Earth movement there's an exclusion for it so God forbid you have a earthquake your house collapsed because of Earth movement they will find a exclusion for it this company has more exclusions not the pay but they have no exclusions about you paying them worst company I've ever dealt this is the second claim that has been denied due to stupid things first claim was denied because supposedly pipes in a finished basement are considered maintenance how you're supposed to see pipes within a finished wall and then see if they're good or bad is beyond me but they did not pay for that claim when the pipes leaked now my pool deck collapsed because one of the pillars collapsed and they use Earth movement as an excuse not to pay builder did not know why one collapsed but this insurance company has exclusions for everything like I said this company has no problem denying claims God forbid you deny paying them
They offered over $10,000 less than the carmax equivalent replacement on our car damaged by a falling tree. This company sucks and should be avoided! Run away!
Agent nor Hanover did ANYTHING for me to get my refund when I cancelled my policy even though my agent said I would be getting $2300 back / Hanover said no. My commercial frig just broke down and after losing $2300 in product and a $984 repair bill Hanover denied the claim as well! Why bother having coverage? Stay clear of both Hanover insurance and Conklin Insurance in Illinois!! Not once, but twice they did nothing for me!!
Absolutely convoluted customer service/and account website features. Website authentication is so slow it times out. Phoning CS reps leads one to CS reps who can't answer any questions about the account, and whose best solution is to send the call back to another 40 minute queue. Worst of the worst, and I had to deal with Verizon/Comcast this week, so Hanover you really, really won the turkey award!!
I had a tornado hit our neighborhood and caused damage to our home. At the time I thought, "at least we have insurance." I called the next day to start the claim process and were told our wind/hail coverage is 1% of our homes replacement cost. Hanover determined, on their own that our replacement cost value was DOUBLE the purchase price due to inflation. They'll over inflate the homes value in hopes that any damage won't go beyond your deductible. They provided an inspector who evaluated the damage JUST under our deductible (convenient). While my contractor found double the amount of damage their inspector did. We requested a 3rd party inspector, which Hanover provided, but that inspector found even more damage than any of the previous two inspections, but Hanover would only approve the cheapest scope of work, not the damage estimate provided by their inspector. Now they're saying due to depreciation of our 14 year old home, they will not be paying out any funds beyond our deductible. So... our house was overvalued for deductible purposes, but depreciated when it came time to pay. Now our monthly premiums will increase while getting absolutely nothing from Hanover, while being out $8600 for our deductible. The Hanover adjuster was awful with communication, as was his supervisor. Their is NO customer care. No urgency to get the claim resolved and they flat out stopped communicating with our contractor. 5 months later, we're no closer to resolution. We will be switching insurance providers and escalating to our states department of insurance to file a complaint. Complete scam. ZERO stars.
After being a long time customer and paying my auto insurance bill for the entire year in full they cancelled my policy midterm with a email and no refund. Highly disappointed and will never recommend to anyone.
I have hail damage to my roof. One adjuster at Hanover denied the claim. I had 3 roofing companies tell me the damage was obvious and should be covered by any insurance company. When I asked for a second opinion, the processes at Hanover would not allow me to work with anyone else than the one adjuster. I even asked to pay for an independent opinion and the one adjuster would not release my info to move forward.
I'm not a customer, but Amanda Bliss I believe from your Chicago office has been great to work with. She has been kind, courteous, and informative dealing with getting my car accident settled. I hope this review makes its way to her and her office, thank you for making this process as easy as possible!
I've been dealing with these people 44 months.These guys don't know how to communicate when you file a claim.They're great.But then after that, they don't tell you all the information that you need to get your car fixed, they make you do all the work they make you stressed out.And then they throw the ball at you and say they're gonna totally your car would never , ever recommend this company to anybody
We had a flood in our basement from a broken water heater. Our experience with Hanover has been terrible. First, there were delays in getting a check to cover flood remediation. Then when it came it was for the wrong amount. The adjuster just made up a number based on his own estimate without assessing the flood damage or looking over the invoice from the company that did the remediation. No one from Hanover has come to the property to check out the damage caused by the flood. Our adjuster seems clueless. He has to be constantly nagged for updates. He was sent an estimate for restoration work and did not look it over for several weeks. Then he held up the process over one line item that was $180 without sending any updates or telling anybody why he was holding up the process. On more than occasion he will tell us he is going to send something over the next day and then a week goes by with nothing and have to chase him again. The project manager has spoken to him several times and every time they talk afterwards it’s as if it never happened. After telling us the estimate was approved, he has done a 180 and is now refusing to accept that we need to repaint the space that was damaged, even though we have damage on the walls caused during the flood remediation. Twice he has said everything is all set for us to move forward but when the project manager has asked him to approve in writing the updated estimates he then makes a reversal and finds something else to quibble about. At this point I am convinced that either he has memory issues or is purposefully trying to gaslight us and prolong this process further. I have worked with other insurance companies in the past and never experienced such a protracted and confusing process. When we have called and asked why things have been taking so long we were told they are shortstaffed and it’s been very busy. If that is the case, Hanover should hire more adjusters, like any business would do if they cared about their customers.
In the first year, our policy was satisfactory, but in the second year, the rate increased by 20%. I called our agent, who noted that it was unusual to see a rate increase without any claims or changes to the policy. When I reached out to Hanover directly, they advised me to speak with my agent, but he also couldn’t provide any answers. This experience highlighted poor customer service.
I have had Hanover WC coverage for the last five years. Sadly, I have had issues with Hanover every year. Whether the "audit" which is nothing but a sanctioned cash grab or the annual cost. I just replaced them at almost half the cost and wish I had done so sooner.
Overpriced…look anywhere else for insurance needs…They treat longtime customers like an atm,till you need them
For the most part this company was fine to work with. We did not need to use them for anything because we don't submit claims really ever. We are a small company with just a few part-time employees, and our previous insurance company did not require a full, formal audit each year. Hanover does require this, so we did this the first two years. I asked about why this formal audit was required and I was told that we have the option to not do it and they would just provide their own estimates. This year, we were very busy so we didn't get around to it. A few months later I saw that they charged me 3 times what they normally charge me each month, so I called to find out why. Apparently, instead of just estimating based off our our previous year's payroll, they decided it would make sense to assume that we paid over 1.5 times as much with no basis for this estimate. The person I spoke with actually admitted that they over-estimate (and over-charge) to "get my attention". You know what else could get my attention? A phone call. Or a follow-up email explaining that they would over-charge me. Instead, they just go ahead and do this hoping that I will get upset and call them. That's a terrible policy, and we will now be switching to another insurance company.
This is worst company ever used had a not at fault accident will not pay me anything for it. Under appraised my truck lost thousands. Had another accident 4 years later is up air who's wrong wants pay me bottom dallor for truck. Have Sue them get any thing. This is worst company I as a 69 year old driver who's always paid my bills. This company does not pay its bills
We carried an (E&O) policy w/ Hanover Insurance Group specifically to protect our business when claims alleging professional negligence arise. When a lawsuit was filed against us based on our role as property manager, Hanover refused to provide a defense after being long term customers with 0 claims, instead they chose to selectively rely on coverage arguments and disputed facts they believed justified denial. However they missed the fact that based upon well-established insurance laws, those arguments still do not eliminate an insurer’s duty to defend! Rather than defending under a reservation of rights, Hanover left our business exposed at the very moment coverage was needed. Businesses purchase professional liability insurance for protection, not to be abandoned at the first sign of legal action. This was a wrongful denial of defense and bad-faith claims handling, and we are currently beginning all legal remedies against them. So no we do not recommend them whatsoever! We strongly recommend that any business carefully evaluate Hanover’s claims practices before relying on them for any claim coverage!
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