Promoting safety and well-being
with self-service options

COVID-19 information center

We’re committed to helping keep you safe during the Coronavirus (COVID-19) outbreak and enabling you to manage your account through limited contact.

For more than 165 years, we have been there for our customers. We want to assure you we’re open for business and set up to provide responsive service through virtual business alternatives. Together, we’ll navigate this outbreak.

The Hanover CARES

As part of our commitment to be there when our customers and communities need us most, The Hanover CARES Fund will return 15% of April and May auto premiums to eligible personal lines customers. This refund will be automatically applied and customers do not need to take action. Customers with billing questions should call 800-922-8427. In addition, we’ll contribute $500,000 to local nonprofits across the country to address needs arising from this public health crisis.

Learn more about The Hanover CARES Refund

See some of the way we’re showing we care

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Connect with our team

We're pleased to let you know that 95% of our frontline service representatives are fully set up with work-from-home capabilities. If you prefer to speak with a member of our team, we are fully staffed and ready to assist you. Please reach out to us at 800-628-0250 to report a claim or 800-573-1187 to pay your bill.

Answers to your questions

As we've all experienced, the COVID-19 outbreak has raised a lot of new questions and created unprecedented circumstances. As a company committed to being there when you need us most, we are addressing these new situations. We've started to receive some questions and want to share what we know as of now.

+I'm facing financial hardship. What are my billing options?

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.

+Are you returning premium to customers as a result of governmental stay-at-home and shelter-in-place measures?

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.

+I need to have a claim assessed, but want to limit contact. What are my options?

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.

+Do you offer virtual home evaluations?

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.

+Will my company's coronavirus claim be covered?

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.

+Is your roadside assistance program still running?

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.

+My car is being repaired at an auto shop that is now closed due to COVID-19. Will my rental limit be impacted?

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.

+Will my additional living expense limit be impacted as a result of COVID-19?

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).

+If I use my car to deliver essential goods for my employer and get into an accident, will I be covered under my personal auto 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.

+Should I consider removing coverage from my policy to save money? What could happen?

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.

+How are you helping address needs arising from COVID-19 public health crisis?

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

How does The Hanover handle regulatory orders/bulletins and advisories related to COVID-19?

We are closely monitoring the many communications being issued by various governmental agencies and regulators related to the impact of COVID-19. We are evaluating the impact on our operations and determining appropriate action consistent with all regulatory requirements and in support of our customers and agents.

Bulletin 2020-3 from April 13, 2020 orders insurers to report to the Department of Insurance within 60 days and to communicate with policyholders within 120 days of the date of the bulletin. We are thoughtfully considering how to best comply with the bulletin in a way that is consistent with the needs of our customers and agent partners and will submit a response within the specified timeframe.

New York
At The Hanover, we are committed to helping customers understand their insurance policy, particularly their business interruption protection in conjunction with questions that have come from the coronavirus (COVID-19) pandemic. With this in mind, we encourage our New York state policyholders to read this special message that, in accordance with a request from the New York Department of Financial Services, provides information related to our commercial property insurance policies.

Bulletin N.Y.C.R.R. 229.5 summarizes emergency measures the New York Legislature and Department of Financial Services are implementing to assist those impacted the COVID-19 pandemic. Regulations enacted apply to most insurance policies and include: the waiver of late fees, the prohibition on reporting negative data to credit reporting agencies and the repayment of late premiums over a 12-month period.

More information from reliable sources

With updates and details about the pandemic emerging by the minute, in addition to directives from the federal government, and local and state officials where we have customers, we are relying on the following sources to help manage our business operations.

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