The Hanover Insurance Group, Inc.

Evan Colby

If I could give zero stars I would. They actively do everything they can to avoid any contact, do not return calls, do not communicate, and simply don't seem to care about human beings. I had the pleasure of working with Debra Morris, who was rude and not willing to even listen to my situation. Their assessor made a determination as to the issue with my vehicle without any assessment done by the body shop, or any understanding of what actually happened. Instead of being kind and understanding, Debra was hostile and unwilling to listen. I get that they are insurance companies and it's in their best interest to avoid paying for anything, but steer clear of this group at all cost!!

Janel Moore

So far, I am having an extremely negative experience with Hanover Insurance Group. Only gave one star because I had to mark a star in order to post. I am in the process of a workers compensation claim--3 MONTHS INTO THE CLAIM, the adjustor is still 'waiting on medical records'. February 17, 2022---Filed claim. March 1, 2022--I signed a medical release and sent it in to the company/adjustor, along with paperwork detailing injury and a detailed list of the medical providers I saw in regards to my injury. In between these dates I left messages for adjustor to find out what was going on. It took 2 weeks to get any response and then I was informed that I could 'expedite' things by me personally requesting records be sent over (even though I already signed a medical release). March 17, 2022--I went around to the medical offices I was seen at and requested in writing/in person that my records be sent to Hanover Insurance Group. March 21, 2022--Spoke to *new* adjustor on phone with a recorded 'interview' about details of injury, and adjustor informed me that I will receive an initial letter of denial because she needs more time to get medical records. April 19, 2022--Received email from adjustor that she is still waiting on 'prior medical'--what does that even mean? No dates, no specification of which clinic, and why does it take a MONTH to be informed that she's still waiting? April 28, 2022--Went BACK to one of the providers and had additional records sent to Hanover Insurance Group after I had sent an email to adjustor asking what she was missing and had no response a week later (why, when I signed a medical release do I have to do this on my own almost 2 1/2 months after the date of initial claim? I don't know, but I did it anyways) May 8, 2022--Received ANOTHER medical release for a pharmacy that I never even had prescriptions filled at. I signed and sent it out anyways. May 11, 2022--Received another email from adjustor that she is still waiting on prior medical records. WHY? I signed releases, and even requested them in person to be sent to Hanover--is nobody proactive anymore? And, again, no specification as to which records are still being waited on. May 23, 2022--Received a list in email from adjustor with dates and medical practices--some of which are 3-5 years prior to reported injury (and from a time when I didn't even live here and wasn't seen at the place listed because I didn't live here). No specification in email if these were records received or records being waited on. Just a nondescript inaccurate list. Extremely unprofessional, does not seem like anyone is taking any action at all. Poor communication and response time. In the times I have called and left a message, the response times have been over 2 weeks. In the event of email, the communication is delayed, inaccurate and unclear. I get an image of my case just sitting in a pile on someone's desk--yet in the day and age of computer technology, all of these records can and should be transmitted quickly. Why still waiting for even basic records retrieval after 3 MONTHS?!!? Why am I having to do all this legwork? And, why do I not even know what it is that is missing from my file so that I can continue to do someone else's job? If I ever have to purchase workers compensation insurance for a business of my own in the future, I would avoid this company. In the meantime, I am struggling with finances due to lost work and isn't that what workers compensation is supposed to cover/help with?

L. Zhao

Terrible customer service. Talked to 2 different reps and both conversation were absolutely awful. Just a sneak peak of the entire friction: "I had another question but now I forgot, what were you saying before we came to the topic of x?" "I did not say anything" Well the conversation has been on for some 10 minutes before that point and obviously the rep has said something. "Why I have to print and scan it if you are sending me the electronic form over email?" "Because it's not a fillable form [repeat 2x the full procedure of print, fill, scan, upload]" That's fair, but there's a function called Typewriter in PDF, and I don't need a broken record on step-by-steps of how to respond with a non-fillable form. AND guess what, the form was 100% fillable when I download it. In the other call I was constantly interrupted before I can even fully describe my question, while the rep totally thought they get what I was trying to say and are directing me to the right direction. NOT. It was a screaming session. They just don't get that customers are calling for help and support, which is supposedly to be the fundamental of customer service.

Betty Chin

My claims team did a great job on my auto claim and were very professional! I insure both house and car with Hanover and the costs were $1000 less than my previous policies. I highly recommend Hanover Insurance.