We understand some of your customers may be worried about finances and employment due to the impact of the pandemic. In this unprecedented time, and always, our team is prepared to help with billing and payment issues. If you believe that one of your customers will need assistance, please have them reach out to our billing team as soon as possible at 800-922-8427.

With states reopening and the expiration of state mandates, we will be lifting our nonpayment cancellation moratorium according to the following schedule.

Throughout this pandemic, we will work with your customers’ to understand their circumstances and concerns to determine what solutions might be viable. You may contact us at agencysupport@hanover.com for PL accounts or CLbilling@hanover.com for CL accounts.

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 approrpiate.

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

As part of our commitment to be there when our customers and communities need us most, we will return 15% of April and May auto premiums to eligible personal lines customers. The Hanover Cares Refund equates to approximately $30 million in premium, which will be recognized in the second quarter of 2020. Pending regulatory approvals, The Hanover will credit April in-force policies in May, and May in-force policies in June. Policyholders who have pre-paid premiums will receive credits in each of the same months.

Agents’ commission will not be impacted by the return of auto premiums to eligible personal lines customers through The Hanover CARES Refund.

There is no impact to commissions. In fact, we made a significant change to our commission release method in March. You no longer have to wait for policyholder payment prior to receiving commission. Commission will be paid on the full written premium in the month the policy becomes effective. For your planning purposes, our 2020 commission calendar provides additional details of when statements will be available, direct deposits made and checks mailed.

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.

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.

Customers are able to make EFT changes through My Hanover Policy. Agents can make EFT changes and payment changes via the contact centers.

The Hanover will accommodate agencies on a case-by-case basis. If you have a customer with this need, please reach out to your agency accounting contact and advise when the customer expects to make the payment. As we lift our nonpayment cancellation moratorium, we request that you initiate cancellation for past-due Hanover accounts in accordance with this schedule.

As always, we’re here to help. We can answer your specific questions regarding coverage for reported claims. Unfortunately, because every claim is unique, we are unable to provide general statements on claims scenarios regarding coronavirus coverage.

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.

Every protection package and every claim is unique. Please follow our regular claims processes and protocols to get answers to your questions about specific claim scenarios regarding the coronavirus.

Yes. We're committed to doing our part to help minimize the spread of the coronavirus. We are also committed to preventing additional damage to your customers' property and applying policy coverage, which often requires physical access to property. To ensure everyone's well-being and safety, The Hanover adheres to CDC health requirements and has asked employees to follow all precautionary safety measures when meeting with customers to resolve claims.

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

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.

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 except for Massachusetts (which will be available this spring) and Rhode Island. Appraisals can be available within a few hours after using the technology.

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.

Yes, if your customers are on the roads, so are we. Our roadside assistance program is fully operational and available to policyholders with this coverage. They may reach out to the roadside assistance team at 800-628-0250.

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.

We understand home closing dates may be shifted as a result of the COVID–19 pandemic, and many agents and customers are seeking flexibility. We are implementing some temporary changes to our homeowner coverage quote process to help address the concerns of our agents and their customers. To help while quoting in TAP Sales, we encourage you to continue issuing new home policies with the anticipated effective date needed for the closing. If the closing date changes, utilize our change effective date process to re-quote closer to the new closing date, if possible. We will retain the original quote rating structure for up to 120 days and will now allow new effective dates up to 120 days into the future when utilizing the change effective date process. If a new effective date or insurance score increases the rate or you need to adjust the effective date more than once, contact The Hanover’s agency support team at 800-922-8427 for assistance with resetting the rate.

Yes. The Hanover recognizes that restaurants and other retail businesses need to offer delivery to keep their businesses viable. Typically, an additional premium would be charged to their non-owned and hired car coverage. However, for customers offering delivery due to the coronavirus outbreak, we will not increase premiums during this period of government restrictions on normal business operations. We encourage our insureds to visit hanover.com and our Risk Solutions site to learn how to best manage delivery exposures and their liabilities.

We fully expect sales and payroll levels will decrease due to the restrictions on commerce during this health crisis. We will consider reducing exposures for policyholders who are impacted. We ask that you consider where your insured is in their policy term and whether their policy is auditable or not. We recognize that you and our insureds will need to estimate the length of the disruption and its impact on their sales and payrolls.

We will be reducing general liability and workers' compensation inflation guards to 0% for sales and payroll exposures. Our Middle Market business will be able to act earlier than our Small Commercial organization because the Small Commercial workflow starts 120 days out. We do not plan to automatically lower building or personal property inflation guards, but we will adjust personal property values/limits if stocks decrease or our insured downsizes. When the economy recovers, we will reestablish the inflation guards appropriately.

The Hanover does not plan to change our underwriting and product practices as a result of the coronavirus. As always, we underwrite risks individually and structure coverage based on the exposures and our filed products and rates.

The Hanover is committed to flexibility and working with our agents and customers in these situations. Our Risk Solutions team has the ability to conduct phone surveys to verify much of the information. Where this isn't feasible, we will look for alternative sources of information and be accommodating in obtaining such information after the civil authority is lifted. In addition, we will allow a grace period over the next 60 days for existing recommendations on previously issued policies.

Yes. For the safety of our customers and vendor partners we are ceasing all interior home evaluations. We have partnered with YouGoLook to offer self-service home evaluations for eligible risks up to $3M in coverage A. A notification has been added on the policy confirmation page of TAP Sales if the customer is eligible for the self-evaluation option. For more information on this new option, visit https://www.hanover.com/home-self-evaluation/.

Yes. We have virtual and self-service tools. In particular, we have partnered with YouGoLook to offer self-service home evaluations in some states to help ensure customers have the coverage they need. If this option is available to your customers, we'll let them know when we request the evaluation.

Yes, we are. We are open for business and ready to assist you with policy changes, requests for proposals and setting up new accounts. Please reach out to your local Hanover contact with specific questions.

Recognizing that your staff may be working remotely and there may be a need for information to be readily at hand, we thought it would be helpful to share perspective on a question being asked commonly by agents of their carriers. Like you, we are focusing on the health and well-being of our employees, customers and partners, and are working hard to support them in this difficult time. We also recognize, however, that you may be dealing with frequent customer inquiries which require prompt attention.

Recently, the most common question pertaining to commercial property insurance is whether there is coverage for business income loss due to the shutdown of an insured's business or dependent property (supply chain) due to the coronavirus and/or order of civil authority related to the coronavirus.

Our property policies generally do not provide coverage for loss or damage arising out of the coronavirus for direct damage, business income (including dependent property coverage) or civil authority:

• Property policies typically contain language that requires direct physical loss or damage to property by a covered cause of loss for coverage to apply; The presence of a virus on a surface generally would not constitute direct physical loss or damage.
• Our commercial property policies also generally exclude loss or damage caused by or resulting from "virus" so there would be no covered cause of loss per that explicit language.

As you know, we are unable to respond to hypothetical questions or claims scenarios, and policyholders with specific claim questions should submit a claim to our Hanover claims center for coverage review. This question and answer section is for informational purposes only and does not provide any coverage. Coverage of any claim is determined by the facts presented, the coverage terms, conditions, exclusions and limitations of the issued 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 before September 1, 2020, 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.

You may be aware the Insurance Service Organization (ISO) has recently released two advisory endorsements that provide limited business income (BI) and extra expense coverage for mandated closure of a business by a civil authority due to the presence or suspected presence of the coronavirus. Please note, this is not a filed endorsement and we are not planning to make these endorsements available.

The Hanover is aware of the significant impact the current COVID-19 emergency is having on our economy and on many businesses we insure.

The Hanover’s commercial property insurance policies generally include provisions which limit coverage for loss occurring to a property which has been vacant for more than 60 consecutive days prior to the loss.

During the COVID-19 emergency, The Hanover is mindful that many of our insureds’ businesses have been shut down due to mandatory closure orders. The Hanover will not consider a covered premises to be vacant while a COVID-19 closure order is in effect.

If your customer’s vehicle cannot be repaired or returned because the body shop is closed due to COVID-19, The Hanover will temporarily waive the rental time limit.

The Hanover will temporarily waive the limit on additional living expenses if COVID-19 related factors cause delays in home repairs or adds reasonable additional expenses to their alternative living arrangements (i.e. hotel closed).

We understand that many customers may be experiencing financial hardship as a result of current economic conditions. However, removing coverage from their auto or home policies may leave them unprotected from some liabilities and exposures; and have other implications on their coverage. For example, removing liability coverage from an auto policy and only keeping comprehensive coverage may result in a cancellation of a vehicle’s registration. As you are probably aware, in most states we are required to report coverage to a state’s DMV, which could result in the suspension or cancellation of a vehicle’s registration. For alternative ways customers might save money on insurance, we encourage you to share our eight ways to maximize your insurance dollars.

Please know, we are open for business and available to you, your staff and our customers. Should an office need to close as a precaution or as part of an outbreak, we have plans in place for our teams to work remotely. In fact, more than 95% of our frontline service representatives are fully set up with work-from-home capabilities. We are also able to route calls to other locations to minimize business interruption.

We recognize many of you are working remotely. And, we've received questions about the best way to access The Hanover's systems. For your convenience and ease, we have a created helpful instructions you can download and/or print so you are able to continue doing business with us.

During the coronavirus outbreak, please be assured that your customers will continue to receive the excellent service and support they've come to know. With 95% of our frontline staff set up with work-from-home capabilities, we anticipate minimal, if any, disruptions. In addition, our service center is spread across three regions in Worcester, MA., Howell, MI., and Atlanta, GA., with overflow procedures to route calls if one location, for any reason, is unavailable. Your agency's business continuity for your Hanover customers is secure through our Customer Service Center. Thank you for your partnership and the trust you place in us. If you have questions about our plans, please reach out to your CSC contact.

We are encouraging all physical audits to be handled electronically and by phone. If your insured has a physical audit scheduled, they should be hearing from their auditor soon with an offer to conduct an electronic audit as an alternative. If you have specific questions, please call 800-922-8246, option 6.

For the safety of our employees, our mail operations are running on reduced staffing levels. This is impacting our ability to mail worker’s compensation claim kits as promptly as we would like. If you need a worker’s compensation claim kit, you may download it directly from TAP.