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Hanover Auto Insurance
Overall Satisfaction Rating
1.94/5
  • 5 stars
    5
  • 4 stars
    3
  • 3 stars
    7
  • 2 stars
    2
  • 1 stars
    31
Based on 48 reviews that contain star ratings
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Hanover Auto Insurance

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Hanover Auto Insurance sells auto insurance policies through local, independent agents. The company is a verified InsuraMatch carrier, so you can get a quote from Hanover and compare it to other companies by calling InsuraMatch. *ConsumerAffairs insurance program, powered by InsuraMatch.

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52 Hanover Auto Insurance Consumer Reviews and Complaints

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Rated with 1 star
Verified Reviewer
Original review: Aug. 21, 2018

My vehicle was totaled by Hanover Ins. I had the worst experience with them between them not returning phone calls and getting a reasonable settlement with them. Took me 4 months to get a check out of them and it was for less than what my vehicle was worth. I talk to three other insurance company appraisers and they all said I should have received 1000.00 more dollars. My vehicle was an older vehicle. I have a newer vehicle also insured with them so I asked them if the newer vehicle got totaled what would they offer me, they said they could tell me any amount unless it was totaled. I am not with them anymore because I think if my newer vehicle was totaled it would have been many thousands of dollars less than what book value is. This insurance company doesn't want to pay for any claims. I would have not giving any stars.

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Rated with 1 star
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Verified Reviewer
Original review: May 14, 2018

A Hanover Insurance customer hit me when I was stopped in traffic, pushing me into another car pushing that car into another car. Today has been 3 weeks! Police report and all driver accounts are consistent. Their driver admitted on scene he was the only one moving! One driver at fault. Meg/Margaret ** still has not admitted liability except for the back of my van which totaled it. Jeremy ** our car adjuster offered me over a thousand less than we could ever hope to replace our car with and I was devastated. I spent all weekend sending current cars for sale with the closest example 1400 more than they offered me. Jeremy ** then offered 400 more which just seemed terrible that he was willing to raise it after I fussed... why not before because it is the right thing to do? I told him I needed more.

I told Jeremy if he has for sale ads of my old vehicle for what he was offering that I would jump all over buying the same car w his money. What he did next blew my mind. Jeremy showed me their system of finding the value. He has to find ONE single car for sale (which they never show you the actual car) to use as the example and then rip your car's condition apart lowering the amount. They deducted for soiled carpet but never told us they were checking any of it. They took over 200 off for a rust spot. The truth is even without any deductions they were 1400 less than we deserved.

We begged for a rental just to work. Meg would NOT agree to an upgrade with enough seats for our needs/job. She made us wait until Enterprise scoured their locations and found us an 8 passenger minivan. They showed us the professionalism and respect we should have gotten from Hanover. We DO NOT want to get an attorney but every day it seems more likely. We met w an attorney who estimated 1500 more in just our car value going through him. We just wanted to replace our car that was hit by their client. No one was asking for spending money and a trip to Mexico.

I have no idea why I believe this can be settled without fighting w lawyers! Is it so hard to give back what we had? Other victims in the wreck say that Hanover had the rudest people they had ever met talking with them. They also said they were offered much less than their vehicles were worth. And to top it all off, the young guy who hit us and walked around saying how sorry he was? He had a brand new car 5 days after the accident and posted it on Facebook. We didn't even get a rental until after 2 weeks. Why is this allowed? We pay insurance so much money and yet they can treat hardworking families this way! We have traveled 240 plus miles looking for another van, missed photography jobs and work because of the fault on ONE person and Hanover doesn't care. When will something change??? If anyone had any advice we would love to hear it!

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7 people found this review helpful
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Rated with 4 stars
Verified Reviewer
Original review: April 30, 2018

I like my agent at Hanover Auto Insurance a lot, they are in town and easy to get to. Also partnered with local banks and have friendly staff members and they are a common name that most people recognize in the community. They are quick too about getting coverage set up and cards sent out. However, their pricing could always be better - as with anything in business. Also, they could improve their contact procedures, the amount of info they mail and the amount of paper they use - lots of trees could be saved. But they are fine overall. Not perfect by any means but still a good company with competitive rates. Great as a one stop shop for all insurance needs.

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Rated with 5 stars
Verified Reviewer
Original review: April 29, 2018

I've had Hanover Auto Insurance since I was 18. It was a very small company at the beginning and they have been very friendly since then. Also, they know us all. I have never had a car accident... but every time I have a question they are more than happy to answer. I wish was cheaper... but since I've had this insurance for so long I don't know any better. I'm afraid of changing base on the good service we always get. I keep renewing... Everyone in my family has this company. It started with my In laws and then they have passed to their kids... now me. I guarantee you that my kids are going to use the same insurance.

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Rated with 5 stars
Verified Reviewer
Original review: April 28, 2018

They are the best company I have ever used. Purchasing my insurance was super easy. I looked at several price comparisons through multiple websites. I was recommended to my insurance agent by my dad. I contacted my agent and I was able to get a quote for everything by email while at work. It was super fast, convenient, and affordable. Also, he was able to bundle my auto and homeowners for a substantial discount while still having some of the best coverage available. On the other hand, I dislike that they rarely contact me to check in.

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Rated with 3 stars
Verified Reviewer
Original review: April 27, 2018

My overall experience with finding the best auto insurance policy was not very fun as the ones who are reasonably priced tend to not cover as much with a long wait for returns if involved in any accidents. I love how fast Hanover Insurance Company caters to their customers needs especially when involved in a car accident. They have an estimate done with your vehicle ready within 2 weeks time. But I would change the five years that they go back on your driving history and the very high price ranges that they offer.

2 people found this review helpful
Rated with 5 stars
Verified Reviewer
Original review: April 26, 2018

Setting up my insurance policy with Hanover was quick and I was able to set it up before going into work! As soon as it was processed, the car dealership got a fax immediately. When I had to file an insurance claim, their customer service was friendly and the process was started in minutes. They get to the point because they're eager to help. The thing I've benefited from most was the Loss of Use coverage. However, when I set up my insurance policy, I wish I would have had more details on what it entailed. I knew the price was in my range but all I knew I had was a full coverage insurance. I wish I would have been informed about my deductible and what is actually covered in my policy instead of crossing my fingers when I call with an issue. Although I wasn't very well informed of what my policy entailed, I was very well taken care of. Having a good experience with the insurance company helped make a great experience for buying my car!

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Rated with 4 stars
Verified Reviewer
Original review: April 25, 2018

Utilizing the automatic payment at Hanover Auto Insurance was easy and nice to receive a small discount for going paperless. The email correspondence was convenient when initially setting up the insurance. Being able to print proof of insurance immediately was also convenient. I used an insurance broker to help make the decision. They helped with all the paperwork and finding the best policy for my needs. An improvement though would making the billing a little more detailed as to what the charges mean and are for. Wish emails were sent out to remind when a payment is due.

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Rated with 5 stars
Verified Reviewer
Original review: April 18, 2018

Hanover doesn't raise the price on insurance and they down on the payment every year. They are perfect in every way. My overall experience with them has been wonderful. I've been dealing with Hanover for years. I love this company and no one can get me to switch companies.

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Rated with 5 stars
Verified Reviewer
Original review: April 17, 2018

Hanover Auto Insurance is very affordable and covers everything I need especially when I was involved in an accident last year. They have fantastic employees that are very very understanding. They have always been willing to work with my husband and I. So far I've had a great experience.

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Rated with 3 stars
Verified Reviewer
Original review: April 16, 2018

Hanover Auto Insurance is the best insurance that I ever had in a while and also is cheap in many ways. Also, they give money back if you are with them for a year with no accident. The coverage is absolutely amazing in a good way and is a quality brand of insurance for me and my family. I recommend it to family and friends too.

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Rated with 3 stars
Verified Reviewer
Original review: April 15, 2018

We purchased our policy through an insurance broker, so we had very little direct contact with Hanover. However, the quote process seemed very easy and quick. All information was straightforward and easy to understand. I like online access to my account for convenience - I can view my policy at anytime, anywhere. I also appreciate the competitive rates. Additionally, I like the deductible we were able to get. We like to do a lower deductible with higher premium, which has been hard to find in rent years. While we use an insurance broker, it would be nice to see our insurance provider to go above and beyond to contact us as a "welcome to the company" or "thanks for being a customer". It would make us feel like more than just a number or a policy. Still, Hanover met expectations.

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Rated with 1 star
Verified Reviewer
Original review: March 26, 2018

Was reared ended by Hanover insurance driver. Totalled my truck. From the day I filed a claim was treated like total **. Was told they were only given salvage value for my truck. Still fighting with these **. The biggest crooks in the business. Stay away and hope one of their drivers don't hit you. ** you Hanover Insurance. Burn in hell.

9 people found this review helpful
Rated with 1 star
Verified Reviewer Verified Buyer
Original review: Oct. 5, 2017

I have nothing good to say about Hanover Citizens insurance. I have had to beg to get my medical bills taken care of by Hanover. The car accident I was in was not my fault and yet I have been made to feel like a liar. I had surgery on my shoulder after many months of physical therapy. Hanover made me go to an appointment with a Dr. Casey **. He was not the nicest person to begin with then he wrote a report full of lies. Long story short they are refusing to pay. I'm stuck with less great credit because they took so long reviewing my claim (over three months!). These guys are just crooks. We have been with them for 15 years and this is how they treat their customers. Run and don't look back. They give insurance companies a bad name.

16 people found this review helpful
Rated with 1 star
Original review: Aug. 1, 2017

I was in an accident. The other party has Hanover Insurance. I was not at fault. Claims adjuster (Johnny **) claims I was fault that I didn't follow the rules of the road. According to their investigation that the other party’s not at fault, that I hit her, that they weren't going to pay for damages to my car. Had to get police report which states she was at fault for improper lane change. Still waiting a month later to get my car fixed and for them to re-reviewing the claim after sending the police report that clearly states who was at fault (not me). Very rude, ignorant adjuster. Worst insurance company to deal with and they don't return phone calls. Had to go through my insurance to deal with them.

16 people found this review helpful
Rated with 1 star
Verified Reviewer Verified Buyer
Original review: July 21, 2017

In March 8,2017 I got a leak in my roof from a bad storm. I hired a licensed roofer to check it out and make the repairs needed and update anything that needs it. Come May we have 3 days of nonstop rain and I make a claim on the leak because the roofer found nothing when I called him back. I just didn't want to make the claim and had no choice. 3 weeks before anyone came out. Nice man spent 3 hours here and said he can't find where the leak is and was sending another adjuster. She came with disposition I did not care for. Here for 3 hours and said could not find the leak. Sending engineer out. 2 weeks he comes and is here 20 min and tells me I need a cricket in the valley and I insist that is not the problem. I hire the pay 4800.00 for this cricket and it rains a week later and the roof leaks again. I call my agent and he says just do another claim.

The new adjuster calls and tells me that he's not approving the claim before he even came out. The agent lets him know that I been a client for over 20 years and to come out. He comes looks and leaves and calls the next day to say he denied the claim because I never repaired the roof. He went up and saw the $4800.00 repair, I could not believe my ears. I insisted to have it writing. The upstairs of my home has ceiling falling and I continue to search for the leak.

Very rude adjusters and no matter what you tell them or what they see they are right. I even asked for a new whole team of adjusters and there are none. This used to be a great company. I don't know what happened. Everytime I asked "what do you want me to do" their reply was "I DON'T KNOW, CAN'T HELP YOU." Even though you do what they say it's not good enough. I pay $2500.00 a year for insurance. I have a beautiful home. The best part now it shows 2 claims on my report with 0 pay outs, now what do I do? Watch out everyone. Not nice people working for them.

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15 people found this review helpful
Rated with 1 star
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Verified Reviewer Verified Buyer
Original review: May 15, 2017

I have now been trying to get a check from them to get my car fixed. Because their driver rear ended me. Finally after 2 weeks with no response I took the car to get fixed and paid for it myself. Now I'm struggling to get in touch with anyone without get a response. And when I do receive a response "We are still trying to verify details with our insured. Send a 10-day letter today giving them until 5/11/17 to respond. Thank you". Now I'm being told I have to wait "Another few weeks" because they are waiting on pictures from there person to see his damage. I asked them to be more precise. Because they have given me nothing but vague answers every time.

14 people found this review helpful
Rated with 1 star
profile pic of the author
Verified Reviewer
Original review: May 12, 2017

I was involved in an accident, and the driver has Hanover Insurance. Josh the Hanover rep told me if I wanted my car (2017 brand new) fixed I needed to file it on my insurance. A month later still waiting on a check; was told they would not pay for a rental car once my vehicle was repaired. I had to pay out of pocket for the repair to pick up my car from the collision center. Josh will not return my calls and when I have spoken with him he has been very rude.

14 people found this review helpful
Rated with 1 star
Verified Reviewer
Original review: April 20, 2017

If you are a business owner and you have Hanover Insurance as your insurance company, fire them. Immediately. It's been 35 plus days since my break in. Thousands of $ worth of camera gear stolen and not one payment on my claim. And it doesn't look like it will be paid in the next 2 weeks either. Yet every day that goes by, I can't work and earn money because my gear has been stolen.

The guy has been caught and he is in jail. Yet here I am, without gear and without money to replace gear. I have filed a complaint with the State Insurance regulatory agency. They told me they still are not done investigating my claim. What is there to investigate? Guy has been caught, he's in jail and now I wait. You have also investigated me to so you know I have good credit, very little debt and now you still want to drag your feet? I am not sure what to do next... as I am at a loss. Shall I call my friends at the local news stations? Why have insurance if they refuse to pay? #Hanoverinsurance. Avoid them at ALL costs.

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16 people found this review helpful
Rated with 2 stars
Verified Reviewer
Original review: March 15, 2017

I've been with Hanover for several years both home and auto, never filed a claim, never had a ticket, and on one icy morning I hit ice and slid off into the ditch. Due to bumps in the ditch it caused some damage to my suv mostly cosmetic, but it was close to 4,000 worth of damage. Not even a week or two later we got a letter stating our auto insurance rates were going up 43 dollars per month, and our homeowners was going up an additional 6 dollars per month as well. Needless to say we will be switching as soon as possible.

14 people found this review helpful
Rated with 1 star
Verified Reviewer
Original review: March 2, 2017

Overcharged and no refund for overpayment! For over a year we questioned the rates from Hanover/citizens insurance. When we change things on policy the rates would go up! We were trying to save! We recently purchase a used car in 12/16 and a used in 2/17 so we gave our oldest car away and took off policy. Our rate went up $290.00? Even the representative was confused. We cover myself, my husband and our 18 yr old son. All good driving records was the first thing Geico said when I called them. Saved $1935.00 going to Geico. We also increased bodily injury. Hard to believe. Feeling stupid for not checking earlier.

So the second part of this is I paid my bill on 2/8/17 which wasn't even due til 2/24/17. 464.97 which 391.56 was for car ins. Geico so helpful on the phone switched everything on 2/24/17 and sent notice to Hanover. They agree on that date. I called to check on my refund on 3/4/17 and they tell me, we are even? I explained, that was March's payment that I no longer have! He said, "We recently had policy changes" and that was owed them now? I paid Geico my first premium in 2/24/17 for my March payment! I now will be going to the insurance commissioner! Not usually the one to make complaints but all of this is a huge injustice!

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13 people found this review helpful
Rated with 1 star
Original review: Jan. 5, 2017

Great at charging for overpriced insurance and absolutely the worst at following through with claims. It took nearly 3 weeks for the adjuster to complete their work then they never called me and left the service provider waiting on my approval. After multiple calls to both and horrible treatment from citizens, I finally got the vehicle fixed 6 weeks later. Citizens told me I had been compensated with a rental CAR to replace my full size work pickup, so no work or boating from 1/2 the summer. 2.5 months later the 'repair' needed repairing again to the tune of $4000 and citizens refused to pay after giving the exact same level of service. Awful!

14 people found this review helpful
Rated with 1 star
profile pic of the author
Original review: Aug. 8, 2016

After having $10000 in damage to my vehicle fixed, I picked it up and began to have numerous mechanical issues. I took it back in and it was diagnosed with several problems. The insurance adjuster said they would only pay for one of the several and that none of the other problems were from the accident. I had absolutely no problems with the vehicle before the accident. After stating that they would only pay for one of the several problems; he also said I would be responsible for the $240 in diagnostic fees. I was never informed of this in the beginning at all. He lied to the insurance company who believed him saying that he had told me this.

13 people found this review helpful
Rated with 1 star
Original review: July 11, 2016

Absolute horrific claims process!!! Don't buy insurance from these guys ever! One of their insured drove through my large business sign. It's taken 6 months and the claim is still not closed!!! Stay away. Awful customer service. Horrible claims process!

14 people found this review helpful
Rated with 1 star
Original review: June 22, 2016

I canceled my car insurance with them and replaced it with a much lower priced and better coverage with State Farm. Now after receiving all the policy canceled notices and receiving a refund of over payment I made, I'm getting "you owe us over 300 dollars from an Ohio based collections company". What!!! This company is nothing but a bunch of thieves. Looks like a letter of complaint needs to go to the Insurance commissioner regarding their interesting ways of trying to steal from people.

14 people found this review helpful
Rated with 1 star
Verified Reviewer Verified Buyer
Original review: June 12, 2016

Hanover claims is a disaster. After an auto accident, they terminated my daughter's coverage & only paid for the cosmetic fix up & refused to pay for the damage to the mechanics of the car caused by the accident. My daughter had to pay $100 to replace cracked water pump & $1200 to repair a blown head gasket. All caused by the front end collision & the car overheating when driven to the body shop instead of being towed.

11 people found this review helpful
Rated with 1 star
Verified Reviewer Verified Buyer
Original review: March 13, 2016

Eight months after I discontinued my auto & house policies (just because they raised my rates for absolutely no reason), I received a bill for $25.41, "to settle your outstanding balance". I responded immediately with a inquiry, noting that I'd ended my coverage last June & had - in fact - received a refund. The response was a statement of my last year's monthly payments with $25.41 added on the bottom. I (again right away) sent a response stating the statement with $25.41 simply added was NOT an adequate explanation & included my copy of their receipt of my discontinuation statement (from their office).

Within 4 days I received a demand for payment from a lawyer-owned collection agency. Are you KIDDING me? I pay them thousands of dollars over several years & they are going to ruin my credit over a $25.41 disputed (& highly questionable) charge? $25 may seem like no big deal, but to a 67 yr. old single woman, every dollar is important. Obviously, since my credit score is being threatened, I had no choice but to pay it. What a sweet racket they have, here. But, by God, I'm telling everyone I know what they did. And posting this shameful story everywhere, as well.

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28 people found this review helpful
Rated with 1 star
Verified Reviewer
Original review: Jan. 9, 2016

It seems that whoever runs the billing department at Hanover has never heard of customer service. In the past, I've been buried in premium revision notices, refused a refund of an overpayment and been double billed. The most recent action is the best example of how little Hanover thinks of its customers. I received a bill for my car insurance, I prepay the entire year and the premium is around $3,000. The payment was due on 12/31. I scheduled the electronic payment for 12/31 and could see it would arrive at Hanover on the next business day, granted, one day late.

One week later, I received a cancellation notice from Hanover demanding payment of a premium they had already received. Now I get to waste more of my time dealing with these buffoons but I have a better idea. Apparently Hanover doesn't know there are other insurance companies out there that value their customers and this type of "customer service" is all the encouragement I need to change insurers. As for customer service, there is none. To quote them, "Your agent is the best source of information about this notice." Amazing since the notice didn't come from my agent. Avoid these people like the plague.

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14 people found this review helpful
Rated with 3 stars
Verified Reviewer
Original review: Nov. 2, 2015

Recommended by independent agent and so far, no problems. Billing is straightforward, monthly deductions from checking account. Discount for multiple cars and house insurance. Good supplemental insurance price.

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Rated with 1 star
Verified Reviewer
Original review: Oct. 26, 2015

Overpriced. I have 2 cars and three drivers and they expect 490 a month! Just switched to Progressive and now I'm only playing 140! We haven't had an accident in over 5 years and shouldn't be treated so wrongfully. Who even pays that much for this?

13 people found this review helpful
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Hanover Auto Insurance Company Information

Company Name:
Hanover
Website:
www.hanover.com
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