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.
What people say
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customer · 3 reviews · Experienced 2025-12-29 ·
★★★★★
I had an extremely frustrating…
I had an extremely frustrating experience dealing with this claims department.
Over the course of nearly two months, I was asked to provide detailed information and respond to multiple questions, including repeatedly being asked the same basic questions that had already been answered clearly in writing. After providing what was requested, communication went quiet for extended periods with no substantive updates, liability determination, or explanation of next steps.
When I followed up for clarity, I was ultimately directed to a public Google review response from the insured rather than receiving a direct, transparent explanation from the claims handler. This felt dismissive and did not address the actual issues raised or the time spent cooperating with the process.
Regardless of the final position taken, the lack of timely communication, repeated confusion over already-answered questions, and long gaps with no meaningful response resulted in a significant waste of time and unnecessary frustration. Based on my experience, the claims handling process lacked transparency, organization, and responsiveness.
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Sue Hartunian · 1 review · Experienced 2026-01-13 ·
★★★★★
I called to see if my policies on auto…
I called to see if my policies on auto and cars were still active the person asked me to spell my name 5 times and email several times.
She said she could not tell me if they. were after spending 15 minutes on phone and told me to call agent. This was at 11:00am.
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Stephen Enfield · 1 review · Experienced 2025-11-11 ·
★★★★★
Huge let down in service
We have been a 33+ year business insurance customer of Hanover Insurance. Our experience up until November, 2025 has been solid.
We had a Cyber Insurance type claim which we were told was covered with our business policy. We were instructed to work with a Hanover approved attorney which we did. We had already engaged another attorney but ended our engagement with them and starting working the attorney Hanover instructed us to work with.
We worked with their approved attorney and reached a settlement via Hanover's approved attorney.
After the settlement was reached, Hanover said they were not going to pay the claim because the attorney didn't have authority to settle the claim.
We were not very pleased. We requested and received a conference call with a supervisor. We presented all the facts and the supervisor said he was going to contact their approved attorney and get back to us. We didn't hear back from Hanover's supervisor as promised. After several attempts we reached the supervisor, he said they had a decision but had to get back to us in writing. He said we would hear from them the next day.
It has been several weeks and we have not heard back from the supervisor after reaching out to him several times.
As a 33+ year customer, this is a HUGH let down in service. The lack of professionalism and follow up is disappointing.
I’m so angry right now. I’d give a 0 star if I could. We have had auto& home insurance with The Hanover Insurance Group for six years. Premiums paid every year faithfully. We have a $2500 deductible. So a few months back we had a water leak that caused damage. First claim with them.
Today we get the dear John letter saying they will not renew our insurance when it’s due for renewal due to their loss on our claim. How is that even legally allowed when you’ve paid premiums for years and the first claim they drop you!? And no they did not lose money from our claim. Our premiums along with our deductible far outweighs what they paid out on that claim. Really a dirty way to treat your clients.
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Tony S · 1 review · Experienced 2025-11-18 ·
★★★★★
Great Adjuster!
I am a contractor and I had the pleasure to with with Brad Cloughley. He is a very knowledgeable and straight to the point person. He makes you feel comfortable and explains everything throughly! I highly recommend him!
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MC · 2 reviews · Experienced 2025-11-10 ·
★★★★★
Cancellation and billed for extra month !
I have had Hanover for several years and got a notice that they were going to send a company out to look over my property. They came out and said a tree branch was to close to my house and I didn't have steps to a back door that I don't use. Hanover sent me a notice that said if it wasn't corrected in three weeks my policy would be canceled. A week later I got two flyers for tree service and removal! I let them cancel my policy and went with another company. Hanover ended up charging me for the next month after they canceled me and then without warning sent me to collection for none payment for the month after I was canceled! I have lived in my house for forty + years and never had a claim or problem with the tree. I think the whole inspection was a scam! It's a shame they treat people like this!
⭐☆☆☆☆ (1 out of 5 stars)
Title: Loyal for 15 Years(+-) – Canceled After Minor Claims
I’ve been a loyal Hanover customer for approximately 15 years, paying out between 45,000- $60,000 in premiums during that time. For the majority of those years, I had a clean driving record with no accidents or claims auto and Home. Only recently did I have three minor liability claims within a couple of years—none involving any apyout to my own vehicles, and Hanover paid out about $15,000 total for three minor accidents.
Despite my long-standing loyalty and clean history, they canceled my policy shortly after those incidents. No consideration for the thousands I’ve paid or the many claim-free years. On top of that, their premiums have always been high, and customer service was neither professional nor unprofessional—not what you'd expect after being with a company for over a decade.
Bottom line: They profited significantly off me, then dropped me when I finally needed them. Disappointing and disheartening. Be cautious before trusting your long-term business to them.
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Zachary Nagy · 1 review · Experienced 2025-09-23 ·
★★★★★
Waste Of My GD Time
Terrible. After going through the process, and them having my car, they are saying I need a title from CT. There are no DMV appointments before a multi month trip I'm taking and they are saying I'll just have to wait? Like I won't need the money before then? Absolutely pathetic.
K
Kyle Finke · 1 review · Experienced 2025-09-16 ·
★★★★★
Hanover should be embarrassed to be…
Hanover should be embarrassed to be affiliated with something so mediocre. Obviously, no Hanover senior manager or executive has ever called for roadside assistance -- or maybe they all know it is unusable and have separate real private coverage. Impossible to use roadside assistance. Outsourced operator that was unable to hear my information due to noise in his office. Operator needed all my personal information and VIN and email and phone number and policy number to know if I was a customer? Still couldn't verify my account? Absolutely not worth adding this add-on cost to your policy.
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Shawn King · 1 review · Experienced 2025-07-24 ·
★★★★★
Hanover did the right thing
Hanover did the right thing! I had Hanover Insurance and moved to Maine, so I had to switch to another company because they did not cover Maine. I had gone through a divorce recently, and we separated the insurance policy, but it was not separated correctly. The credit was sent to my ex-wife by mistake and Hanover had their teams go over the entire thing and ended up sending me the full credit I deserved. It was not an easy or short process, but they dotted their I's and crossed their T's to make sure that everything was correct. I would use Hanover again if I move again or if they decide to cover Maine and they were competitive!
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Susan Siens · 1 review · Experienced 2025-07-01 ·
★★★★★
My RAV4 was totaled (not by me) and…
My RAV4 was totaled (not by me) and everyone at Hanover Insurance was immensely helpful. I was very stressed-out and they patiently explained everything to me and held my hand (not literally!) throughout the entire process of having my RAV4 appraised and getting a rental car. I have nothing but positive words for our adjuster, etc.
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Cornelius · 3 reviews · Experienced 2025-07-15 ·
★★★★★
Our Agent Bill Steele
Our Agent Bill Steele. He provided information needed, helped us complete the forms, saved us money, set up ACH auto pay, etc. He made the renewal of our Errors and Omissions Commercial Liability Policy a breeze. Very helpful - always available. He could not have done a better job for us!!!
We had a large loss claim on our home after trees fell on it last August. Our agent Larry Venezia was nothing short of amazing to deal with and follow through.
We were out for 10 months while our home was gutted & rebuilt and the entire process went easily and without any issues.
B
Brian · 1 review · Experienced 2025-03-05 ·
★★★★★
My roof sustained damage from 80+MPH…
My roof sustained damage from 80+MPH winds in March 2025 in McHenry, Illinois. It failed the manufacturer's repair test thus requiring a full replacement to comply with City Codes. Hanover basically dragged their feet with this claim, supposedly escalating multiple "2nd Reviews", each of course taking 7 business days. Hanover was provided pictures, shingle test results, manufacturer installation requirements, and relevant City Codes. While the policy clearly indicates coverage to comply with City Codes, Hanover refused to cover the full roof. Based on this experience, I would not recommend Hanover. The full replacement cost approximately $19,500, with Hanover covering only approximately $3,000. Think twice if you're considering buying "insurance" from them.
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Andrea Lane · 1 review · Experienced 2025-05-16 ·
★★★★★
Amber and Tessa handled my claim with…
Amber and Tessa handled my claim with care and concern. I am forever grateful.
My agent Donna has always been very professional, explains the answers to my questions very clearly. She calls back very promptly, it's always been a pleasure speaking with her.
J
Jacob · 1 review · Experienced 2025-01-31 ·
★★★★★
Don’t waste your money!
Absolute joke of a company. Never even heard of them before until I started asking around. I found only two people have had them in the past and switched companies because they were so horrible.
If you happen to get into a car accident with someone insured by them, do yourself a favor and file a claim with your OWN insurance company. Do not go through them.They don’t reach out to you, you have to constantly follow up with them. “Out of the office” email responses are an every day thing. Horrible customer service they will find every way possible to nickel and dime you and not give you what you deserve.
Make sure you get everything written in email correspondence if you are forced to go through them. Everything they say in a phone call never happened. Very shady.
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Robert Antholine · 3 reviews · Experienced 2025-01-06 ·
★★★★★
Everything has been fine
Everything has been fine. Predictable.. No issues.
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Deborah · 6 reviews · Experienced 2025-01-04 ·
★★★★★
The worst company out there
The worst company out there. TWICE we have called for roadside assistance and BOTH TIMES we have had problems with Hanover refusing to show up. Do not use this company or you’ll regret it as much as we do.
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de · 1 review · Experienced 2025-01-04 ·
★★★★★
INSURANCE AGENT SHOWED UP AT MU HOME…
INSURANCE AGENT SHOWED UP AT MU HOME UNNANOUNCED OR UNVITED WHILE I WAS OUT OF TOWN AND TOOK IT UPON HIMSELF TO TRESSPASS ON MY PROPERTY AND COMPLETE THE HOME INSPECTION WHICH I HAVE CAPTURED ON MY RING CAMERA. THEY ALSO MADE AN ERROR WITH MY MORTGAGE COMPANY AND ESCROW ACCOUNT WHICH PAID THEM IN FULL FOR THE YEAR, WHILE I HAD OTHER COVERAGE. I WILL BE CANCELING WHEN THE POLICY EXPIRES AS THEY ALSO MESSED UP MY MOTOR VEHICLE INSURANCE COVERAGE AND I HAD TO PAY FOR 11 DAYS "UNUNSURED" PENALTY TO THE STATE. GO ELSEWHERE. I WOULD RATHER GO BACK TO GEICO THAN DEAL WITH THIS AGENCY AGAIN, AND THAT SAYS ALOT.
