Hanover Auto Insurance

Hanover Auto Insurance Reviews

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About Hanover Auto Insurance

The Hanover offers standard and specialized car insurance coverage throughout 28 states. The company operates through a network of independent agents and brokers and specializes in classic car coverage. It has newer car replacement options, as well as multicar and safe driving discounts.

Pros & Cons

  • Multicar and safe driving discounts
  • Customizable policies
  • Newer car replacement coverage
  • Pricier than competitors
  • No pricing online

Hanover Auto Insurance Reviews

Stars Rating

  • 19%
  • 40%
  • 22%
  • 4%
  • 15%

Popular Mentions

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    How do I know I can trust these reviews about Hanover?
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    • We use intelligent software that helps us maintain the integrity of reviews.
    • Our moderators read all reviews to verify quality and helpfulness.
    Page 2 Reviews 10 - 40
    Customer ServicePrice

    Reviewed Jan. 28, 2020

    NEW INVOICE FEES! Every time they send an invoice, even at inception with the declaration pages, Hanover will charge you an "INVOICE FEE". Apparently they will stop at nothing to extract a few extra dollars, even from long term customers and those who pay the full premium up front. Never been treated so badly even by customer service also. They seem to be fine with pissing-off their paying customers.

    Verified purchase
    Customer ServiceClaims HandlingCoverageStaff

    Reviewed March 25, 2019

    I have requested my coverage Agency respond to my inquiry regarding the outrageous premium that I am being charged. I requested/received a copy of my LexisNexis report which contained 3 entries. (1) 5 mph over speeding ticket in 2017, (2) A comprehensive claim for $282 dated 8/19/16 which I would not have made had my agent not told me that it didn't count against you, and (3) An accident (I was not the driver) from Jan 2014-over 5 years old. After speaking with LexisNexis regarding this report I inquired 3 x's if they did the scoring and was told no...these calls are recorded so I must assume that this is the truth. I have made repeated requests to my Agent for "the insurance score" and have been given the runaround and no information.

    I finally found a CSR number for Hanover and made the same inquiry, but was told she can only discuss what is on my bill "not that," and "besides we don't create the insurance scores - LexisNexis does." When I requested an updated report due to my improved credit rating and 4.5 year perfect 100% payment history, my insurance rate was raised. Interesting in that this is exactly the same report as the old one. My rate was just arbitrarily raised because I asked questions? I sent an inquiry to Legacy relaying what LexisNexis said..." they don't score," and asked for information on who is scoring it then, or the phone number of someone I can discuss this situation with. No response.

    I am of the opinion the insurance company is receiving unfair financial gain and basing it on some shadowy thing called an insurance score, which no one will tell me what it is and what particular information they are utilizing. For all I know it may be some information that has been reported totally in error. I have a right to know this information, and I am continuing to file a complaint with the insurance commissioner over this matter. This is legalized theft and someone should be looking over these insurance companies shoulder.


    Reviewed Jan. 14, 2019

    First of all, I don't usually write reviews, but this is beyond the pale. DO NOT use this company. I have never had such a bad experience doing something as simple as cancelling an insurance policy. It seems the left hand does not know what the right hand is doing in billing department vs the other departments. Even though I clearly stated I was cancelling the policy, etc they continued to bill me for months after the date, I would get random amounts on bills in the mail-- it just basically felt like they were just making numbers up and sending out bills expecting you to pay them.

    It has taken me nearly 7 months to get something as simple as a policy cancellation finalized, and I finally just paid them an amount to make them go away, as I just couldn't deal with it any more and it was not worth the headache. I never even had a claim, etc with them. I can't even imagine what kind of experience it would be with that, given something this simple was so awful. STAY AWAY!


    Reviewed Dec. 25, 2018

    Every year I perform a thorough search to find a more comprehensive policy and/or a better overall rate. I've had Hanover Auto Insurance for about 5 years now. By combining truck, homeowners, and umbrella policies, no other company has been able to scratch the surface of the rate or the coverage that I receive from Hanover. I save several hundred dollars annually and feel that I am well covered. Additionally, they value loyalty in their customers. This past year there was a glitch with my online bank payment for my policy causing it not to be renewed unbeknownst to me. My agent did not catch this but Hanover sent me a letter directly and allowed me to still renew my policy without interrupted coverage AND even better, they waived a late fee as a courtesy for my being a loyal customer. I would highly recommend this company (at least for someone who is claim-free with an excellent credit score!).

    Customer ServiceClaims HandlingCoverageStaff

    Reviewed Nov. 7, 2018

    Flooded basement on Friday night. Noticed it Saturday and called Hanover Insurance Company. Was called back later in the day. They left a message. I followed up Sunday morning and claim representative asked some questions and said adjuster would call Monday. Monday it was 11:30 still no call. I called adjuster and he said they don’t come onsite and local remediation company would be onsite. Later Monday remediation company came out and just did a walk around. No suggestion to immediately start a outright cleanup to prevent mold, mildew or bacteria not even dehumidifiers. Heard nothing back that day. Called Adjuster Tuesday and he has the day off.

    I call claims advocate and they were helpful and at 12:30 an adjuster walked around and took pictures and said, "You don’t have sump pump." He is not sure it’s covered. He has to talk to his manager. Many phone calls later I called again and told my claim is denied. Why I was given a policy for a sump pump when I don’t have one is beyond me or why they sell it not asking if you have one. French drains and curtain drain backups are not covered. Why it took until the 4th day to tell me claim was denied is beyond me. I could have had ServPro out when I called them when I normative the flood. I will be switching insurance next month.

    Customer ServiceStaff

    Reviewed Nov. 2, 2018

    They made changes to my policy, without asking, just to raise my rates. When I asked my agent to change them I was told Hanover wouldn't allow it. I tried to call Hanover myself and that is not allowed either. They will direct you back to the agent without answering any of your questions. I'm not allowed to speak to the insurance company I pay? That makes no sense. I'm done with them. Beware!

    Customer ServiceClaims Handling

    Reviewed 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.

    CoverageSales & MarketingStaff

    Reviewed 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!


    Reviewed 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.

    Customer ServicePriceStaff

    Reviewed 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.


    Reviewed 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.


    Reviewed 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.

    Customer ServiceClaims HandlingCoverageStaff

    Reviewed 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!

    Customer ServiceCoverage

    Reviewed 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.


    Reviewed 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.


    Reviewed 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.


    Reviewed 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.


    Reviewed 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.

    Claims HandlingStaff

    Reviewed 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.

    Verified purchase
    Claims HandlingStaff

    Reviewed 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.

    Customer ServiceClaims Handling

    Reviewed 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.

    Verified purchase
    Customer ServiceClaims HandlingStaff

    Reviewed 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.

    Verified purchase
    Customer ServiceCoverageStaff

    Reviewed 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.

    Customer Service

    Reviewed 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.

    Customer ServiceClaims HandlingCoverage

    Reviewed 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.

    Claims Handling

    Reviewed 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.

    Customer ServiceCoverageStaff

    Reviewed 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!

    Customer ServiceClaims HandlingPrice

    Reviewed 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!


    Reviewed 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.

    Customer ServiceClaims HandlingCoverage

    Reviewed 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!

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