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.

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.

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.

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.

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.

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 your 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 your home repairs or adds reasonable additional expenses to your alternative living arrangements (i.e. hotel closed).

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.

We understand that many customers may be experiencing financial hardship as a result of current economic conditions. However, removing coverage from your auto or home policies may leave you unprotected from some liabilities and exposures; and have other implications on your 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. 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 to save money on your insurance, we encourage you to speak with your independent agent or review our eight ways to maximize your insurance dollars.

At The Hanover, we are committed to helping our communities manage through difficult times. We are donating $500,000 to local community non-profits to provide pandemic-related assistance, including:

• $350,000 to local United Way, Boys & Girls Club and Chambers of Commerce in Massachusetts and Michigan where the company employs large concentrations of employees
• Providing medical supplies and protective masks to local area hospitals
• Delivering Cheeriodicals “gifts of thanks” to health care professionals at five hospitals in the hardest hit areas across the country
• $50,000 to IICF’s Children’s Relief Fund
• Implementing an employee matching gift program for donations to coronavirus relief efforts