The Hanover Insurance Group Regional Office - Centennial, Colorado

Jack J.

I was a customer of Hanover Insurance for a couple years. When I needed to make some changes to my policy, they were unresponsive to emails and voicemails. They would send emails that they'd reply in 24 hours, and then never did. When I finally connected with a human -- after 15 minutes of three phone transfers -- they weren't able to help me, and said my agent would call me back, but never did.

As a small business owner, I rarely write negative reviews -- but I would NOT recommend this company.... If it's this hard to BUY from them... What if you actually needed to make a claim?

10/29/19 The next day after posting this I got a GREAT call from their account team. They offered to help and elevate the issue. While I appreciate their call, I decided to leave my review because it is an accurate representation of my experience with the company. My AGENT still has never called me back, nor have they responded to me emails. Kudos for responding to negative reviews -- now, time to step it up on the operations to take care of the ROOT of the issue.

Janel M.

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?

Andrew Y.

Trash company, they will make it so confusing that you inevitable miss something. Their autopay doesn’t work then They charge late fees. Should be called criminals incorporated.

jossie K.

IF I COULD GIVE 0 STARS I WOULD

Hanover Insurance Company has been the worst insurance in the entire universe.

I got in an accident on December 22nd. A whole month is what I had to wait for them to send me info on what they were doing since the person THEY INSURED ran a stop sign. After numerous unreturned phone calls and emails I finally got a response. After a month of waiting they finally said they would cover 80%. Even though THEIR person got a citation and i did not. Whatever. At this point i didn't care anymore.

I drive a small SUV that does well in the snow. They tried getting me a bs little car for a rental mean while I waited. The rental place has been trying to talk to them for over a week now, phone calls and emails were sent and never got a response.

When I went to pick up my car they of course had not sent payment to MACCO or myself so I had to wait around until finally someone e answered.

I had to keep calling them, email them oh and I had to pay $10 to get my own police report because they wouldn't or couldn't do their job and get it themselves.

They suck. They dont answer phone calls. They dont answer email.

Mark H.

I wish I had read the reviews first. This is a criminal organization. They will steal your money and look for ways to mess you over where they can. It's an unethical cash grab, nothing more.

J B. J. J.

Pray that you never need your insurance.