Property Claims Frequently Asked Questions

Once you have filed a claim, an adjuster will be assigned who will manage the details and guide you through the claim process. As part of that process, you will receive a copy of an estimate and a settlement letter. This settlement letter will explain your replacement cost benefits and guide you with how to recover any amount that may be available. Once your claim has been settled, any payments due will be sent to you with the details of the amount outlined on the last page of your estimate.

If there is a mortgage or lien on the property, the mortgage company or lien holder may be listed on any settlement checks. If the mortgage company or lien holder is listed on your payment, you will need to contact your mortgage company or lien holder to discuss what their procedures are for processing insurance claim settlements.

Depreciation is defined as a decrease in value of any property due to wear, tear, and/or time. In some cases, depreciation may be listed on an estimate as "recoverable depreciation". Recoverable depreciation means a provision may be made for you to collect the depreciated value after the completion of the repair. If this is the case, simply forward the final bill/invoice/proof of payment from the repairer to your adjuster, who will review any additional allowances due based on the actual expenses incurred. (NOTE: A re-inspection may be required of completed repairs)

If additional damages are found, it is important you contact your adjuster as soon as possible. Your adjuster may ask you to forward a copy of the estimate from your contractor that reflects these additional discovered damages. It is important to note that any supplemental payments will only be made upon review and prior approval.

Yes, if a tree(s) damages your home or garage (or other ‘covered structure’), your homeowners policy covers you up to $500 to remove the tree(s) once it has been lifted off the structure, regardless of the number of fallen trees. The cost to cut and/or lift a fallen tree off of the “covered structure” and drop it to the ground will be calculated as part of the cost to repair that structure and will not be subject to the $500 limit. However, there is no coverage for trees that are leaning or for trees that fall onto plants or lawns. Tree removal coverage only applies if the tree damages a “covered structure.”

Your neighbor should contact their homeowner or auto insurer immediately about the damage. If your neighbor is demanding that you pay for the damage or if their insurance carrier has contacted you regarding the damage to their property, please report a claim to us or your local agent as soon as possible. Admitting liability or volunteering to make payment to your neighbor or any other party may jeopardize the availability of liability coverage.

Yes, if the power interruption is caused by damage that happened to your premises. Your basic homeowner policy does not provide food spoilage coverage in the event of a widespread power outage; however, The Hanover has an endorsement that you can add to your policy that provides a limited amount of coverage, subject to a special deductible, for spoilage caused by an off-premises power outage or by mechanical failure of the freezer or refrigerator. Your agent can assist you and answer any additional questions about this coverage.

We partner with specialists and third-party vendors for their expertise in assessing "like kind and quality" to ensure your replacement materials matches the same standards of the materials you have built your home with. If your claim involves the replacement of carpet, we may utilize the services of a third-party vendor to recommend a like kind and quality replacement. Our estimate will detail the results of their recommendation, however if you receive a different estimate than the one provided by the third-party, please retain a 12”x12” sample of the replacement carpet you have selected and we will have that carpet evaluated.

Depending on the cause and age of the leak, there may be coverage for the interior stains on the ceiling. However, there would be no coverage for any personal property contained in the building unless the storm first caused an actual opening in the roof or wall and the precipitation entered through that opening causing direct damage to the personal property.

To help prevent damage, we recommend you make any necessary "emergency repairs," such as installing an emergency tarp. Be sure to save all receipts and records of the repair for your adjuster. If possible, take photos of the damage before proceeding with any temporary repairs so the adjuster can have documentation of the original damage. Your Hanover adjuster will make note of the damages, and detail in their report of what is covered under your policy provisions.

You may see some granules from your shingles after a hail storm; this is a common occurrence with hail. Fortunately, roofing and engineering experts agree that in most cases, loss of granules is consistent with the roof performing as designed and that the life expectancy of the roof will not be compromised by such an event.

If there is visible damage, methods of repair can range from the replacement of damaged roof parts and individual shingles to the replacement of a damaged slope. An inspection of the roof will be required on all reported hail damage claims so we can determine whether there has been any covered damage to the roof and, if so, what method of repair may be necessary.

A standard homeowners’ policy does not cover flood* damage. If you are in a flood zone, we recommend you discuss your need for flood coverage with your agent.

*The standard homeowner policy provides no coverage for flood, surface water, waves, tidal water, overflow of a body of water, or spray from any of these, whether or not the water is driven by wind. There is no coverage for ground water seepage or leaking, nor is there coverage for water that backs up through sewers, sumps or drains. It is important to note that coverage for loss caused by those perils is excluded even if another peril also causes or contributes to the loss.