This Hanover Insurance review will evaluate, for the most recent six year period where reliable statistics are available (2009, 2010, 2011, 2012, 2013 & 2014), the home & auto insurance complaint ratings for the subsidiary companies of Hanover insurance group, to determine whether each subsidiary, such as Citizens Insurance Company of America or Massachusetts Bay Insurance Company, has a better-than-average, average, or worse-than-average customer complaint record.
In addition to reviewing & rating its most recent six year complaint record, I’ll analyze the change in the JD Power home & auto insurance scores & ratings for Hanover insurance from 2012 to 2016, and compare them to the scores of leading competitors, like State Farm, Allstate, The Hartford, Travelers, Safeco, Nationwide, Liberty Mutual, Farmers, Progressive, & GEICO. I’ll review the AM Best Financial Strength Rating (FSR) for the Hanover insurance subsidiaries, too.
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Hanover Insurance Review
The Hanover Insurance Group, Inc. (NYSE: THG), based in Worcester, Massachusetts., is the holding company for a group of insurers selling auto & home insurance, among other types of insurance, including The Hanover Insurance Company, also based in Worcester, and Citizens Insurance Company of America, headquartered in Howell, Michigan. The Hanover sells its insurance through independent insurance agencies appointed to represent the company, located in communities across the U.S.A. The Hanover is ranked among the top 25 property and casualty insurers in the country. Office locations for agents representing The Hartford can be found on the Hanover Insurance Web site.
This Hanover Insurance Group review is divided into five sections, consisting of: 1. AM Best Financial Strength Ratings for the Hanover insurance companies 2. JD Power insurance customer & claims satisfaction scores & ratings for Hanover compared to competing companies 3. the Hanover auto insurance customer complaint record, 4. the Hanover homeowners insurance customer complaint record, and 5. the competitiveness of Hanover auto & home insurance rates compared to other major auto & home insurance companies.
1. AM Best Financial Strength Ratings for the Hanover companies
These Hanover Insurance Group companies (AIX Specialty Insurance Company, Allmerica Financial Alliance Insurance Company, Allmerica Financial Benefit Insurance Company, Campmed Casualty & Indemnity Company, Inc., Citizens Insurance Company of America, Citizens Insurance Company of Illinois, Citizens Insurance Company of the Midwest, Citizens Insurance Company of Ohio, Hanover American Insurance Company, Hanover Insurance Company, Hanover Lloyd’s Insurance Company, Hanover New Jersey Insurance Company, Massachusetts Bay Insurance Company, NOVA Casualty Company, Professionals Direct Insurance Company, and Verlan Fire Insurance Company) had their A (Excellent) AM Best Financial Strength Rating with a stable outlook (no ratings upgrade or downgrade is expected in the near future) affirmed on 05/22/2015. A is the third highest rating for AM Best.
I become concerned with any automobile, homeowners, or life insurance company or subsidiary with less than an A- rating for financial strength from AM Best.
AM Best financial strength ratings are not a measure of customer service or the quality of the claims adjusting for any of the Hanover companies, but an opinion about their ability to pay claims, remain financially solvent, and stay in business. I recommend avoiding, if possible or practical, any auto or homeowners insurance company with lower than an “A-” rating for financial strength from AM Best. Some major auto & home insurance companies have higher financial strength ratings than these Hanover companies, but the difference in financial strength among A++, A+, A, & A- rated companies is not significant to me unless higher rated companies are the same or better in terms of price, coverage, claims handling, and customer service.
2. Hanover JD Power Auto & Home Insurance Ratings for 2012, 2013, 2014, 2015, & 2016
This review will analyze the JD Power ratings & numerical scores for Hanover Insurance, in all the JD Power insurance studies where the company was included in the last few years, to see if its JD Power ratings truly reflect the quality of the claims & customer service for the company.
I’ll compare the numerical scores (instead of the power circle rating) for Hanover auto & home insurance, to the industry average and the scores of competing insurance companies, for each JD Power insurance study (2012-2016) where it was rated. Hanover was included in the following annual JD Power insurance studies:
The Annual JD Power Auto Insurance Customer Satisfaction Study
The Annual JD Power Auto Insurance Claims Satisfaction Study
The Annual JD Power Homeowners Insurance Customer Satisfaction Study
The Annual JD Power Property (Home) Insurance Claims Satisfaction Study
You can scroll down to read my analysis or summaries of the studies most interesting to you.
The Annual JD Power Auto Insurance Customer Satisfaction Study
Hanover is usually rated in two of the eleven regional studies (The North Central region & the New England region) composing the annual JD Power US Auto Insurance Customer Satisfaction Study. If your state is not included in either of these two regions, the results for Hanover in these regions may still be a good proxy for how Hanover performs in your state.
North Central Region (IL, IN, MI, OH, WI)
2015: Hanover scored 23 points (on a 1,000 point scale) or 2.3% below the 2015 North Central region average, at 785 out of 1,000 points.
Here is how Hanover rated in the North Central Region for the five factors used to determine its overall auto insurance customer satisfaction score in 2015:
Policy Offerings: Two Power Circles (lowest rating)
Price: Two Power Circles (lowest rating)
Billing & Payment: Two Power Circles (lowest rating)
Interaction: Three Power Circles (about average)
Claims: Three Power Circles (about average)
Overall Customer Satisfaction: Two Power Circles (lowest rating)
These companies scored .9% or more higher than Hanover in the 2015 North Central Region study (from highest scoring company to lowest scoring company): USAA, Auto-Owners, Nationwide, COUNTRY Financial, Indiana Farm Bureau, Hartford, American Family, State Farm, Erie, Progressive, Farmers, GEICO, Allstate, Grange, Liberty Mutual, Metlife, Michigan Farm Bureau, and Automobile Club Group (AAA).
These companies scored .9% lower than Hanover in the 2015 North Central Region study (from highest scoring company to lowest scoring company): Safeco
2014: Hanover scored 28 points (on a 1,000 point scale) or 2.8% below the 2014 North Central region average, at 788 out of 1,000 points.
Here is how Hanover rated in the North Central Region for the five factors used to determine its overall auto insurance customer satisfaction score in 2014:
Policy Offerings: Two Power Circles (lowest rating)
Price: Two Power Circles (lowest rating)
Billing & Payment: Two Power Circles (lowest rating)
Interaction: Three Power Circles (about average)
Claims: Three Power Circles (about average)
Overall Customer Satisfaction: Two Power Circles (lowest rating)
These companies scored 1.9% or more higher than Hanover in the 2014 North Central Region study: USAA, Auto-Owners, State Farm, Grange, Erie, Country, The Hartford, American Family, GEICO, Michigan Farm Bureau, Nationwide, Progressive, and Liberty Mutual.
These companies scored 2.7% lower than Hanover in the 2014 North Central Region study: Metlife.
2013: Hanover scored 33 points (on a 1,000 point scale) or 3.3% below the 2013 North Central region average, at 764 out of 1,000 points. Hanover was the lowest scoring company in the 2013 North Central region study, with the next lowest scoring company, Auto Club, scoring 11 points or 1.1% higher than the Hanover.
These companies scored 3% or more higher than Hanover in the 2013 North Central Region study: USAA, Auto-Owners, State Farm, Erie, Michigan Farm Bureau, The Hartford, Nationwide, GEICO, and Grange.
These companies scored lower than Hanover in the 2013 North Central Region study: None.
2012: Hanover scored 15 points (on a 1,000 point scale) or 1.5% below the 2012 North Central region average, at 789 out of 1,000 points.
These companies scored 1.6% or more higher than Hanover in the 2012 North Central Region study: USAA, Auto-Owners, State Farm, Erie, Country, Grange, and GEICO.
These companies scored .6% or more lower than Hanover in the 2012 North Central Region study: Auto Club, Michigan Farm Bureau, Nationwide, The Hartford, and Farmers.
North Central Region Auto Insurance Satisfaction Summary: Hanover scored 1.5%, 3.3%, 2.8%, and 2.3% below the north central region average each year in the 2012, 2013, 2014, & 2015 studies respectively, showing a strong trend of below average auto insurance customer satisfaction in the north central region states of IL, IN, MI, OH, and WI.
New England Region (CT, ME, MA, NH, RI, VT), called the Northeast Region in the 2012 study covering CT, ME, MA, NH, RI, VT, and NY.
2015: The Hanover did not have a sufficient sample size of its customers participating in the New England study to be scored or rated for 2015.
2014: Hanover scored 35 points (on a 1,000 point scale) or 3.5% below the 2014 New England region average, at 760 out of 1,000 points. Hanover was the lowest scoring company in the 2014 NE region study, with the next lowest scoring company, Metlife, scoring 7 points or .7% higher than the Hanover.
Here is how Hanover rated in the New England Region for the five factors used to determine its overall auto insurance customer satisfaction score in 2014:
Policy Offerings: Two Power Circles (lowest rating)
Price: Two Power Circles (lowest rating)
Billing & Payment: Two Power Circles (lowest rating)
Interaction: Two Power Circles (lowest rating)
Claims: Two Power Circles (lowest rating)
Overall Customer Satisfaction: Two Power Circles (lowest rating)
These companies scored 3.1% or more higher than Hanover in the 2014 New England Region study: USAA, Amica, State Farm, Nationwide, The Hartford, Allstate, and Progressive.
These companies scored lower than Hanover in the 2014 New England Region study: None.
2013: Hanover scored 20 points (on a 1,000 point scale) or 2% below the 2013 New England region average, at 749 out of 1,000 points.
These companies scored 2.6% or more higher than Hanover in the 2013 New England Region study: USAA, Amica, GEICO, State Farm, The Hartford, Nationwide, Liberty Mutual, Allstate, and Progressive.
These companies scored .5% or more lower than Hanover in the 2013 New England Region study: Metlife, Travelers, and Safety Insurance.
2012: Hanover scored 46 points (on a 1,000 point scale) or 4.6% below the 2012 Northeast region average, at 738 out of 1,000 points. Hanover was the second lowest scoring company in the 2012 NE region study, with the next lowest scoring company, Safety Insurance, scoring 15 points or 1.5% higher than the Hanover.
These companies scored 4.8% or more higher than Hanover in the 2012 Northeast Region study: USAA, Amica, New York Central Mutual, GEICO, Liberty Mutual, State Farm, and Progressive.
These companies scored .5% lower than Hanover in the 2012 Northeast Region study: Arbella.
New England Region Auto Insurance Satisfaction Summary: Hanover has improving scores each year, but scored 4.6%, 2%, and 3.5% below the region average each year in the 2012, 2013 & 2014 studies respectively, showing a strong trend of below average auto insurance customer satisfaction in the New England region states of CT, ME, MA, NH, RI, and VT.
The Annual JD Power Auto Insurance Claims Satisfaction Study
2015: Hanover scored 22 points (on a 1,000 point scale) or 2.2% below the 2015 US auto claims satisfaction study average, at 835 out of 1,000 points.
Here is how Hanover rated in the six factors used to determine its overall auto insurance claims satisfaction score in 2015:
First Notice of Loss: Two Power Circles (lowest rating)
Service Interaction: Two Power Circles (lowest rating)
Appraisal: Three Power Circles (about average)
Repair Process: Two Power Circles (lowest rating)
Rental Car Experience: Three Power Circles (about average)
Settlement: Two Power Circles (lowest rating)
Overall Auto Claims Satisfaction: Two Power Circles (lowest rating)
These insurance companies scored only slightly lower (two points below and four points below respectively) as Hanover in the 2015 US Auto Claims Satisfaction study (listed in order from highest scoring company to lowest scoring company): Metlife and Automobile Club Group.
These insurance companies scored .8% or more higher than Hanover in the 2015 US Auto Claims Satisfaction study (listed in order from highest scoring company to lowest scoring company): New Jersey Manufacturers, Auto Owners, USAA, Amica, Auto Club of Southern California, Hartford, Nationwide, Erie, Allstate, American Family, Farmers, Safeco, State Farm, GEICO, Liberty Mutual, Progressive, Country Financial, Mercury, Travelers, CSAA Insurance Group, and 21st Century.
These insurance companies scored 1% or more lower than Hanover in the 2015 US Auto Claims Satisfaction study (listed in order from highest scoring company to lowest scoring company): Esurance, and MAPFRE-Commerce Insurance.
2014: Hanover was not included in the 2014 JD Power Auto Claims Satisfaction study.
2013: Hanover scored 7 points (on a 1,000 point scale) or .7% above the 2013 JD Power Auto Claims Satisfaction study average, at 862 out of 1,000 points.
These companies scored .5% or more higher than Hanover in the 2013 JD Power Auto Claims Satisfaction study: USAA, NJ Manufacturers, Auto Club of Southern California, Auto-Owners, The Hartford, Erie, Amica, Travelers, State Farm, American Family, and Nationwide.
These companies scored 1.2% or more lower than Hanover in the 2013 JD Power Auto Claims Satisfaction study: Safeco, Allstate, Mercury, GEICO, Auto Club, Liberty Mutual, CSAA/AAA NCNU, Progressive, Metlife, MAPFRE-Commerce, Farmers, 21st Century, and Esurance.
2012: Hanover scored 9 points (on a 1,000 point scale) or .9% below the 2012 JD Power Auto Claims Satisfaction study average, at 843 out of 1,000 points.
These companies scored 2% or more higher than Hanover in the 2012 JD Power Auto Claims Satisfaction study: NJ Manufacturers, USAA, Auto-Owners, Amica, Erie, Automobile Club of Southern California, Country, American Family, The Hartford, State Farm, and Allstate.
These companies scored 1.9% or more lower than Hanover in the 2012 JD Power Auto Claims Satisfaction study: Mercury, 21st Century, Encompass, Esurance, and Commerce (MAPFRE).
Auto Insurance Claims Satisfaction Summary: Hanover scored .9% below and .7% above the national average in the 2012 & 2013 JD Power Auto Claims Satisfaction studies respectively, but was not included in the 2014 study. Hanover scored 2.2% below the national average in the 2015 JD Power Auto Claims Satisfaction study. In spite of its slightly above average score in 2013, given Hanover’s consistently below average scores in the JD Power auto insurance customer satisfaction studies in 2012 and 2015, and earning the lowest rating of two power circles in the claims category for the 2014 JD Power auto insurance customer satisfaction study, Hanover shows a trend of below average auto claims satisfaction.
The Annual JD Power Homeowners Insurance Customer Satisfaction Study
2015: Hanover scored 65 points (on a 1,000 point scale) or 6.5% below the 2015 JD Power Homeowners Insurance Customer Satisfaction study average, at 722 out of 1,000 points. Hanover was the lowest scoring company in this 2015 study by far, with all other companies scoring 4.4% or more higher than Hanover.
Here is how Hanover rated in the five factors used to determine its overall homeowners insurance customer satisfaction score in 2015:
Policy Offerings: Two Power Circles (lowest rating)
Price: Two Power Circles (lowest rating)
Billing & Payment: Two Power Circles (lowest rating)
Contacting the Insurer: Two Power Circles (lowest rating)
Claims: Two Power Circles (lowest rating)
Overall Homeowners Insurance Satisfaction: Two Power Circles (lowest rating)
These companies scored 4.4% or more higher than Hanover in the 2015 JD Power Homeowners Insurance Customer Satisfaction study (from highest scoring company to lowest scoring company): USAA, Amica, Auto-Owners, Erie, Auto Club of Southern California, GEICO, American Family, COUNTRY Financial, Shelter, State Farm, Nationwide, Allstate, California State Auto Association (CSAA), Hartford, Chubb, Progressive, Cincinnati, Mercury, Farmers, Encompass, Automobile Club Group, Metlife, Kemper, Liberty Mutual, Safeco, and Travelers.
These companies scored lower than Hanover in the 2015 JD Power Homeowners Insurance Customer Satisfaction study: None.
2014: Hanover scored 93 points (on a 1,000 point scale) or 9.3% below the 2014 JD Power Homeowners Insurance Customer Satisfaction study average, at 697 out of 1,000 points. Hanover was the lowest scoring company in the 2014 study, with the next lowest scoring company, Progressive, scoring 66 points or 6.6% higher than the Hanover.
Here is how Hanover rated in the five factors used to determine its overall homeowners insurance customer satisfaction score in 2014:
Policy Offerings: Two Power Circles (lowest rating)
Price: Two Power Circles (lowest rating)
Billing & Payment: Two Power Circles (lowest rating)
Interaction: Two Power Circles (lowest rating)
Claims: Two Power Circles (lowest rating)
Overall Homeowners Insurance Satisfaction: Two Power Circles (lowest rating)
These companies scored 9.1% or more higher than Hanover in the 2014 JD Power Homeowners Insurance Customer Satisfaction study: USAA, Amica, Auto-Owners, State Farm, Erie, American Family, Auto Club of Southern California, The Hartford, Country, Mercury, Allstate, CSAA/AAA NCNU, and GEICO.
These companies scored lower than Hanover in the 2014 JD Power Homeowners Insurance Customer Satisfaction study: None.
2013: Hanover scored 21 points (on a 1,000 point scale) or 2.1% below the 2013 JD Power Homeowners Insurance Customer Satisfaction study average, at 766 out of 1,000 points.
These companies scored 2% or more higher than Hanover in the 2013 JD Power Homeowners Insurance Customer Satisfaction study: USAA, Amica, State Farm, Auto-Owners, Erie, Automobile Club of Southern California, Encompass, American Family, Progressive, Country, Allstate, GEICO, The Hartford, and CSAA/AAA NCNU.
These companies scored .3% or more lower than Hanover in the 2013 JD Power Homeowners Insurance Customer Satisfaction study: Farmers, Liberty Mutual, and Travelers.
2012: Hanover scored 16 points (on a 1,000 point scale) or 1.6% below the 2012 JD Power Homeowners Insurance Customer Satisfaction study average, at 769 out of 1,000 points.
These companies scored 1% or more higher than Hanover in the 2012 JD Power Homeowners Insurance Customer Satisfaction study: USAA, Amica, Auto Club of Southern California, Erie, American Family, Shelter, Cincinnati Insurance, State Farm, Nationwide, Auto-Owners, Chubb, Country, Encompass, The Hartford, Safeco, Allstate, and Mercury.
These companies scored .6% or more lower than Hanover in the 2012 JD Power Homeowners Insurance Customer Satisfaction study: Liberty Mutual, Metlife, Farmers, and Travelers.
Homeowners Insurance Customer Satisfaction Summary: Hanover scored 1.6%, 2.1%, 9.3%, and 6.5% below the national average each year in the 2012, 2013, 2014 & 2015 studies respectively, showing a huge decrease in score from 2013 to 2014 (although improving in 2015, but still far below its 2013 score), and a strong trend of below average satisfaction in the national JD Power Homeowners Insurance Customer Satisfaction study.
The Annual JD Power Property Claims Satisfaction Study
The 2016 Property Claims Satisfaction Study is based on more than 5,700 responses from homeowners insurance customers who filed a property claim between January 2014 & December 2015.
2016: Hanover scored 7 points (on a 1,000 point scale) or .7% above the 2016 US Property Claims Satisfaction study average, at 853 out of 1,000 points.
Here is how Hanover rated in the five factors used to determine its overall property claims satisfaction score in 2016:
First Notice of Loss: Four Power Circles (better than most)
Service Interaction: Four Power Circles (better than most)
Estimation Process: Three Power Circles (about average)
Repair Process: Two Power Circles (lowest rating)
Settlement: Four Power Circles (better than most)
Overall Property Claims Satisfaction: Four Power Circles (better than most)
This company scored the same as The Hanover in the 2016 US Property Claims Satisfaction study: Nationwide
The companies scored about the same (from four points (.4%) above to 6 points (.6%) below) as Hanover in the 2016 US Property Claims Satisfaction study: Safeco, State Farm, Liberty Mutual, The Hanover, American Family, Chubb, California State Auto Association (CSAA), Farmers, Allstate, and Metlife.
These companies scored 1% or more higher than Hanover in the 2016 US Property Claims Satisfaction study (from highest scoring company to lowest scoring company): Amica, Auto Club of Southern California, USAA, Country, Encompass, and Erie.
These companies scored .9% or more lower than Hanover in the 2016 US Property Claims Satisfaction study (from highest scoring company to lowest scoring company): Travelers, Auto-Owners, Hartford, and MAPFRE (Commerce).
2015: Hanover scored 25 points (on a 1,000 point scale) or 2.5% below the 2015 US Property Claims Satisfaction study average, at 826 out of 1,000 points.
The 2015 Property Claims Satisfaction Study was based on more than 6,100 responses from homeowners insurance customers who filed a property claim between January 2013 & December 2014.
Here is how Hanover rated in the five factors used to determine its overall property claims satisfaction score in 2015:
First Notice of Loss: Two Power Circles (lowest rating)
Service Interaction: Three Power Circles (about average)
Estimation Process: Two Power Circles (lowest rating)
Repair Process: Two Power Circles (lowest rating)
Settlement: Two Power Circles (lowest rating)
Overall Property Claims Satisfaction: Two Power Circles (lowest rating)
These companies scored 1.5% or more higher than Hanover in the 2015 US Property Claims Satisfaction study: USAA, Amica, Nationwide, Country, Erie, Chubb, Travelers, CSAA/AAA NCNU, Encompass, Allstate, State Farm, The Hartford, Metlife, Farmers, Safeco, Liberty Mutual, Auto Club of Southern California, and American Family.
These companies scored .4% or more lower than Hanover in the 2015 US Property Claims Satisfaction study: Auto-Owners and Auto Club.
2014: Hanover was not included in the 2014 JD Power Property Claims Satisfaction study.
2013: Hanover was not included in the 2014 JD Power Property Claims Satisfaction study.
2012: Hanover scored 21 points (on a 1,000 point scale) or 2.1% below the 2012 JD Power Property Claims Satisfaction study average, at 812 out of 1,000 points. Hanover was the lowest scoring company in the 2012 study, with the next lowest scoring company, Farmers, scoring 6 points or .6% higher than the Hanover.
These companies scored 2.3% or more higher than Hanover in the 2012 JD Power Property Claims Satisfaction study: USAA, Amica, Auto-Owners, Nationwide, Erie, Chubb, Auto Club of Southern California, Country, State Farm, American Family, CSAA/AAA NCNU, The Hartford, Safeco, and Travelers.
These companies scored lower than Hanover in the 2012 JD Power Property Claims Satisfaction study: None.
Homeowners Insurance Claims Satisfaction Summary: Hanover scored 2.1% and 2.5% below the national average in the 2012 & 2015 JD Power Property Claims Satisfaction studies respectively, but improved its score greatly in 2016 by 27 points (2.7%), scoring .7% above the average. However, given the scores in this study for 2012 & 2015, and the below average scores and low ratings in the claims category for Hanover in the 2013, 2014, & 2015 JD Power Homeowners Insurance Customer Satisfaction studies, Hanover shows a trend of below average homeowners insurance claims satisfaction in most years. I hope 2016 will be a start of new, more positive trend, but only time will tell.
Hanover Auto & Homeowners Insurance Complaint Record 2009-2014
You may really like your car or home insurance company, or you may have heard from relatives or friends about the insurance companies they think are best, but you never really know how good your insurance company will be, until you have a serious claim. A great way to evaluate an auto or home insurance company’s claims service is to look at its customer complaint record.
A measure of quality for an auto or homeowners insurance company is the number of upheld complaints filed against it with a state’s insurance regulatory authority, compared to the industry average and competing companies. Some of the most common reasons, for people to file auto & home insurance complaints with a state insurance department against insurance companies, are for delays in a claim payment, unsatisfactory payment of a claim, and denial of a claim.
Sections #3 & #4 of this review will show you if Hanover auto & home insurance has a better-than-average, average, or below-average complaint record, based on its 2009, 2010, 2011, 2012, 2013 & 2014 customer complaint statistics. These sections of the review provides valuable information, to help you decide if Hanover, or a competitor, like Hartford or Amica, is a better insurance company for you. By choosing a company with a better-than-average complaint history, or at least avoiding companies with consistent, worse-than-average complaint records, you decrease the likelihood you will have a negative experience, when you need your auto or home insurance company.
The complaint statistics, called complaint ratios, used in this Hanover Insurance review are the number of upheld complaints filed against each of the Hanover companies with a state’s insurance regulatory authority, adjusted for each subsidiary’s market share, as determined by the National Association of Insurance Commissioners.
The complaint ratios for the Hanover insurance companies listed below display the ratio of the company’s U.S. Market Share of closed complaints compared to the company’s U.S. Market Share of premiums for a specific policy type. Complaint ratios lower than “1” have less complaints than average, and complaint ratios over “1” have more complaints than average. The lower the complaint ratio, the less complaints against the company. Ideally, you want to choose an auto or home insurance company with complaint ratios less than 1.00 each year, at least over the most recent three years.
So you don’t have to worry about comparing complaint ratio numbers, I devised a rating system to help you identify if Hanover has a good or poor complaint record.
Here’s how I establish my auto & homeowners insurance complaint ratings:
B = Better than average. Insurance companies with complaint ratios less than 75% of the average insurance company.
C = Average. Insurance companies with complaint ratios from 75% to 125% of the average insurance company. I use a minus sign (-) to indicate auto insurance complaint ratios slightly worse than average (1.05 to 1.25) and a plus sign (+) for auto insurance complaint ratios slightly better than average (.95 to .75).
W = Worse than average. Insurance companies with complaint ratios more than 125% of the average insurance company.
I prefer companies with the longest recent history of “B” ratings each year (or at least in the most recent three years). Companies with “B” or “C+” ratings are okay, too, particularly if they have less market share, with less than $50,000,000 in premiums for that line of insurance (auto or home) each year. I prefer to avoid companies with a consistently higher than average number of complaints, or with inconsistent complaint records, unless there are mitigating factors, such as very small market share.
3. Hanover Auto Insurance Complaint Statistics & Ratings
Hanover auto insurance complaint record considering all subsidiaries:
Hanover brand companies:
Worse than average
Allmerica brand companies:
Worse than average
Citizens brand companies:
Better than average
Hanover has eight subsidiary companies insuring private passenger vehicles in the states where the company sells auto insurance. The use of more than one auto or home insurance subsidiary company is usually to offer different pricing to specific risk profiles (for example, drivers with a clean driving record vs. drivers with tickets and accidents), operate in a certain US state or group of states, or offer different lines of insurance, such as motorhome or motorcycle insurance.
Citizens Insurance Company of Ohio (available in Michigan & Ohio only) had only $200,407 in 2013 US auto insurance premiums ($113,160 in 2014), having very few auto insurance customers, so it is not included in this auto insurance complaints analysis for the Hanover companies.
Here is the auto insurance complaint data for the remaining Hanover subsidiaries insuring autos in the USA:
B = Better than Average C = Average W = Worse than Average
2015 Auto Insurance Complaint Ratio = B (0) (No complaints)
2015 US auto insurance premium = $39,162,942
2014 Auto Insurance Complaint Ratio = C- (1.08)
2014 US auto insurance premium = $39,600,925
2013 Auto Insurance Complaint Ratio = W (2.91)
2013 US auto insurance premium = $37,425,239
2012 Auto Insurance Complaint Ratio = B (.70)
2012 US auto insurance premium = $38,522,345
2011 Auto Insurance Complaint Ratio = W (2.04)
2011 US auto insurance premium = $41,757,488
2010 Auto Insurance Complaint Ratio = B (.19)
2010 US auto insurance premium = $44,454,190
2009 Auto Insurance Complaint Ratio = B (.53)
Hanover American Insurance Company is not available in Alaska, Alabama, Hawaii, Iowa, Indiana, Montana, North Dakota, Nebraska, New Jersey, New York, Ohio, Rhode Island, South Dakota, Vermont, Wisconsin, & Wyoming.
The Hanover American Insurance Company subsidiary has an inconsistent auto insurance complaint history over the last six years, with its number of auto insurance complaints in its worst year during this period (2013), at 291% of the industry average. The auto insurance market share for Hanover American Insurance Company increased from 2013 to 2014, which may be an indication it now has more competitive pricing for its auto insurance.
B = Better than Average C = Average W = Worse than Average
2015 Auto Insurance Complaint Ratio = W (1.87)
2015 US auto insurance premium = $73,262,053
2014 Auto Insurance Complaint Ratio = W (2.61)
2014 US auto insurance premium = $81,777,660
2013 Auto Insurance Complaint Ratio = W (2.40)
2013 US auto insurance premium = $90,815,883
2012 Auto Insurance Complaint Ratio = W (1.87)
2012 US auto insurance premium = $100,651,161
2011 Auto Insurance Complaint Ratio = W (1.74)
2011 US auto insurance premium = $98,192,328
2010 Auto Insurance Complaint Ratio = W (1.49)
2010 US auto insurance premium = $85,246,339
2009 Auto Insurance Complaint Ratio = W (3.38)
Hanover Insurance Company is available in all the US states.
The Hanover Insurance Company subsidiary has a much worse-than-average auto insurance complaint history over the last six years, with its number of auto insurance complaints in its worst year (2009) during this period, at 338% of the industry average. The auto insurance market share for Hanover Insurance Company decreased each year since 2012, which may be an indication it no longer has competitive pricing for its auto insurance.
B = Better than Average C = Average W = Worse than Average
2015 Auto Insurance Complaint Ratio = W (6.27) 3
2015 US auto insurance premium = $5,452,258
2014 Auto Insurance Complaint Ratio = W (3.10)
2014 US auto insurance premium = $6,876,359
2013 Auto Insurance Complaint Ratio = W (5.84)
2013 US auto insurance premium = $9,321,468
2012 Auto Insurance Complaint Ratio = W (2.07)
2012 US auto insurance premium = $12,988,653
2011 Auto Insurance Complaint Ratio = C (1.04)
2011 US auto insurance premium = $16,323,801
2010 Auto Insurance Complaint Ratio = C- (1.22)
2010 US auto insurance premium = $20,730,097
2009 Auto Insurance Complaint Ratio = C+ (.92)
Massachusetts Bay Insurance Company operates in most states, but is not available in the states of Alaska, Hawaii, Montana, North Dakota, South Dakota, & Wyoming. Massachusetts Bay Insurance Company has a very small share of the US auto insurance market. In comparison, its share of the 2012 US home insurance market is more than five times larger than its share of the 2012 US auto insurance market, indicating most Massachusetts Bay Insurance Company home insurance customers insure their autos with another company.
The Massachusetts Bay Insurance Company subsidiary has a higher than average number of auto insurance complaints each year, in the most recent five of the last six years. Its number of auto insurance complaints in its worst year during this period (2013), was 584% of the industry average. The auto insurance market share for Massachusetts Bay Insurance Company has decreased each year since 2010, which may be an indication it does not have competitive pricing for its auto insurance.
B = Better than Average C = Average W = Worse than Average
2015 Auto Insurance Complaint Ratio = B (.63)
2015 US auto insurance premium = $198,309,087
2014 Auto Insurance Complaint Ratio = B (.31)
2014 US auto insurance premium = $208,262,944
2013 Auto Insurance Complaint Ratio = B (.20)
2013 US auto insurance premium = $221,669,079
2012 Auto Insurance Complaint Ratio = B (.35)
2012 US auto insurance premium = $259,194,255
2011 Auto Insurance Complaint Ratio = B (.33)
2011 US auto insurance premium = $282,819,157
2010 Auto Insurance Complaint Ratio = B (.60)
2010 US auto insurance premium = $325,837,090
2009 Auto Insurance Complaint Ratio = B (.57)
Citizens Insurance Company of America is not available in Alaska, District of Columbia, Florida, Hawaii, Iowa, Idaho, Louisiana, Mississippi, Montana, North Dakota, Nebraska, South Dakota, Tennessee, West Virginia, & Wyoming, and it is the second largest Hanover auto insurance subsidiary.
The Citizens Insurance Company of America subsidiary has a better-than-average auto insurance complaint history over the last six years, with its number of auto insurance complaints in its worst year during this period, at 60% of the industry average. The auto insurance market share for Citizens Insurance Company of America has decreased greatly each year since 2010, which may be a strong indication it does not have competitive pricing for its auto insurance.
B = Better than Average C = Average W = Worse than Average
2015 Auto Insurance Complaint Ratio = B (0) (No complaints)
2015 US auto insurance premium = $1,386,068
2014 Auto Insurance Complaint Ratio = B (0) (No complaints)
2014 US auto insurance premium = $1,759,206
2013 Auto Insurance Complaint Ratio = B (0) (No complaints)
2013 US auto insurance premium = $2,227,151
2012 Auto Insurance Complaint Ratio = W (3.21)
2012 US auto insurance premium = $2,800,021
2011 Auto Insurance Complaint Ratio = B (0) (No complaints)
2011 US auto insurance premium = $3,420,055
2010 Auto Insurance Complaint Ratio = W (2.03)
2010 US auto insurance premium = $4,160,654
2009 Auto Insurance Complaint Ratio = B (0) (No complaints)
Citizens Insurance Company of Illinois is available in the state of Illinois only.
The Citizens Insurance Company of Illinois subsidiary has an inconsistent auto insurance complaint history over the last six years. Although it has worse-than-average auto insurance complaint ratios for 2010 & 2012, the subsidiary had only one auto insurance complaint in each of these years. Because the company’s market share is so small, one complaint results in a much higher than average complaint ratio for the year. The extremely small and decreasing auto insurance market share for Citizens Insurance Company of Illinois may be an indication Citizens Insurance Company of Illinois does not have competitive pricing for its auto insurance.
B = Better than Average C = Average W = Worse than Average
2015 Auto Insurance Complaint Ratio = B (.08)
2015 US auto insurance premium = $425,375,205
2014 Auto Insurance Complaint Ratio = B (.18)
2014 US auto insurance premium = $408,818,715
2013 Auto Insurance Complaint Ratio = B (.31)
2013 US auto insurance premium = $386,843,010
2012 Auto Insurance Complaint Ratio = B (.15)
2012 US auto insurance premium = $366,523,041
2011 Auto Insurance Complaint Ratio = B (.11)
2011 US auto insurance premium = $304,704,098
2010 Auto Insurance Complaint Ratio = B (.06)
2010 US auto insurance premium = $273,809,137
2009 Auto Insurance Complaint Ratio = B (.03)
Citizens Insurance Company of The Midwest is available in Indiana & Michigan, and its the largest Hanover auto insurance subsidiary.
The Citizens Insurance Company of The Midwest subsidiary has an excellent, better-than-average auto insurance complaint history over the last six years, with its number of auto insurance complaints in its worst year (2013) during this period, still at a low 31% of the industry average. The auto insurance market share for Citizens Insurance Company of The Midwest has increased greatly each year since 2010, which may be a strong indication of competitive pricing for its auto insurance in Indiana and/or Michigan.
B = Better than Average C = Average W = Worse than Average
2015 Auto Insurance Complaint Ratio = B (.19)
2015 US auto insurance premium = $122,445,103
2014 Auto Insurance Complaint Ratio = B (.18)
2014 US auto insurance premium = $115,438,919
2013 Auto Insurance Complaint Ratio = B (0) (No complaints)
2013 US auto insurance premium = $114,291,439
2012 Auto Insurance Complaint Ratio = B (0) (No complaints)
2012 US auto insurance premium = $118,624,750
2011 Auto Insurance Complaint Ratio = B (.65)
2011 US auto insurance premium = $118,297,804
2010 Auto Insurance Complaint Ratio = B (.61)
2010 US auto insurance premium = $124,501,252
2009 Auto Insurance Complaint Ratio = B (.36)
Allmerica Financial Alliance Insurance Company is available in Arkansas, Colorado, Georgia, Illinois, Indiana, Kentucky, Maryland, Maine, Michigan, North Carolina, New Hampshire, New Jersey, New York, Ohio, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Virginia, & Wisconsin.
The Allmerica Financial Alliance Insurance Company subsidiary has a better-than-average auto insurance complaint history over the last six years, with its number of auto insurance complaints in its worst year during this period, at 65% of the industry average. The auto insurance market share for Allmerica Financial Alliance Insurance Company was flat from 2013 to 2014, and down from 2012, which may indicate it does not have competitive pricing for its auto insurance in at least some states.
B = Better than Average C = Average W = Worse than Average
2015 Auto Insurance Complaint Ratio = C (.94)
2015 US auto insurance premium = $97,155,597
2014 Auto Insurance Complaint Ratio = W (1.47)
2014 US auto insurance premium = $94,186,487
2013 Auto Insurance Complaint Ratio = W (1.62)
2013 US auto insurance premium = $100,598,589
2012 Auto Insurance Complaint Ratio = C (1.02)
2012 US auto insurance premium = $114,237,223
2011 Auto Insurance Complaint Ratio = C+ (.82)
2011 US auto insurance premium = $113,646,185
2010 Auto Insurance Complaint Ratio = B (.31)
2010 US auto insurance premium = $110,597,175
2009 Auto Insurance Complaint Ratio = C (.96)
Allmerica Financial Benefit Insurance Company is not available in Alaska, Hawaii, Montana, North Dakota, South Dakota, West Virginia, & Wyoming.
The Allmerica Financial Benefit Insurance Company subsidiary has a higher than average number of auto insurance complaints in the most recent two of the last six years. Its number of auto insurance complaints in its worst year (2013) during this period is 162% of the industry average. The auto insurance market share for Allmerica Financial Benefit Insurance Company decreased each year since 2012, which may be an indication its auto insurance is not competitively priced in at least some states.
4. Hanover Home Insurance Complaint Statistics & Ratings
Hanover home insurance complaint record considering all subsidiaries:
Hanover brand companies:
Worse than average
Citizens brand companies:
Better than average
Hanover Insurance Group sells home insurance through the seven subsidiary companies listed below.
Hanover Fire & Casualty Insurance Company had only $185,059 in US homeowners insurance premiums in 2013 ($123,556 in 2014), so its complaint statistics are not included in this review.
Here is the homeowners (including condo, mobile home, & renters) insurance complaint data for the remaining Hanover subsidiaries insuring homes in the USA:
B = Better than Average C = Average W = Worse than Average
2015 Home Insurance Complaint Ratio = B (0) (No complaints)
2015 US home insurance premium = $15,196,305
2014 Home Insurance Complaint Ratio = B (.57)
2014 US home insurance premium = $16,360,889
2013 Home Insurance Complaint Ratio = B (0) (No complaints)
2013 US home insurance premium = $18,633,254
2012 Home Insurance Complaint Ratio = B (.70)
2012 US home insurance premium = $23,173,530
2011 Home Insurance Complaint Ratio = B (.63)
2011 US home insurance premium = $25,865,198
2010 Home Insurance Complaint Ratio = B (.67)
2010 US home insurance premium = $27,145,989
2009 Home Insurance Complaint Ratio = B (.35)
Hanover American Insurance Company is not available in Alaska, Alabama, Hawaii, Iowa, Indiana, Montana, North Dakota, Nebraska, New Jersey, New York, Ohio, Rhode Island, South Dakota, Vermont, Wisconsin, & Wyoming.
The Hanover American Insurance Company subsidiary has a better-than-average home insurance complaint history over the last six years, with its number of home insurance complaints in its worst year during this period, at 70% of the industry average. The home insurance market share for Hanover American Insurance Company has decreased each year since 2010, which may be an indication it does not have competitive pricing for its home insurance.
B = Better than Average C = Average W = Worse than Average
2015 Home Insurance Complaint Ratio = B (.60)
2015 US home insurance premium = $82,576,063
2014 Home Insurance Complaint Ratio = B (.63)
2014 US home insurance premium = $74,766,375
2013 Home Insurance Complaint Ratio = W (3.55)
2013 US home insurance premium = $68,337,104
2012 Home Insurance Complaint Ratio = W (2.20)
2012 US home insurance premium = $59,064,191
2011 Home Insurance Complaint Ratio = W (1.75)
2011 US home insurance premium = $55,607,909
2010 Home Insurance Complaint Ratio = W (1.29)
2010 US home insurance premium = $49,434,388
2009 Home Insurance Complaint Ratio = B (.54)
Hanover Insurance Company is available in all the US states.
The Hanover Insurance Company subsidiary has a worse-than-average home insurance complaint history in four of the last six years, with its number of home insurance complaints in its worst year during the period (2013), at 355% of the industry average. The home insurance market share for Hanover Insurance Company has increased each year since 2012, which may be an indication of competitive pricing for its home insurance.
B = Better than Average C = Average W = Worse than Average
2015 Home Insurance Complaint Ratio = B (.27)
2015 US home insurance premium = $109,479,129
2014 Home Insurance Complaint Ratio = B (.70)
2014 US home insurance premium = $106,373,776
2013 Home Insurance Complaint Ratio = C+ (.85)
2013 US home insurance premium = $104,059,375
2012 Home Insurance Complaint Ratio = B (.68)
2012 US home insurance premium = $106,595,437
2011 Home Insurance Complaint Ratio = B (.56)
2011 US home insurance premium = $101,295,388
2010 Home Insurance Complaint Ratio = B (.28)
2010 US home insurance premium = $96,677,192
2009 Home Insurance Complaint Ratio = B (.09)
Massachusetts Bay Insurance Company operates in many states, but is not available in the states of Alaska, Hawaii, Montana, North Dakota, South Dakota, & Wyoming, and it’s the second largest Hanover home insurance subsidiary.
The Massachusetts Bay Insurance Company subsidiary has a lower than average number of home insurance complaints each year since 2009, with its number of home insurance complaints in its worst year (2013) during this period, at 85% of the industry average. The home insurance market share for Massachusetts Bay Insurance Company has been flat since 2012, which may be an indication it no longer has competitive pricing for its home insurance in at least some states.
B = Better than Average C = Average W = Worse than Average
2015 Home Insurance Complaint Ratio = B (.04)
2015 US home insurance premium = $268,395,143
2014 Home Insurance Complaint Ratio = B (.28)
2014 US home insurance premium = $270,394,942
2013 Home Insurance Complaint Ratio = B (.58)
2013 US home insurance premium = $285,563,148
2012 Home Insurance Complaint Ratio = B (.33)
2012 US home insurance premium = $316,991,761
2011 Home Insurance Complaint Ratio = B (.13)
2011 US home insurance premium = $314,393,229
2010 Home Insurance Complaint Ratio = B (.12)
2010 US home insurance premium = $313,132,698
2009 Home Insurance Complaint Ratio = B (.22)
Citizens Insurance Company of America operates in most states, but is not available in Alaska, District of Columbia, Florida, Hawaii, Iowa, Idaho, Louisiana, Mississippi, Montana, North Dakota, Nebraska, South Dakota, Tennessee, West Virginia, & Wyoming, and it’s the largest Hanover home insurance subsidiary.
The Citizens Insurance Company of America subsidiary has a better-than-average home insurance complaint history over the last six years, with its number of home insurance complaints in its worst year (2013) during this period, at 58% of the industry average. The home insurance market share for Citizens Insurance Company of America decreased each year since 2012, which may be an indication it no longer has competitive pricing for its home insurance in at least some states.
B = Better than Average C = Average W = Worse than Average
2015 Home Insurance Complaint Ratio = B (0) (No complaints)
2015 US home insurance premium = $29,463,537
2014 Home Insurance Complaint Ratio = B (0) (No complaints)
2014 US home insurance premium = $26,714,357
2013 Home Insurance Complaint Ratio = B (.51)
2013 US home insurance premium = $21,786,225
2012 Home Insurance Complaint Ratio = B (.45)
2012 US home insurance premium = $18,028,283
2011 Home Insurance Complaint Ratio = B (.58)
2011 US home insurance premium = $13,896,150
2010 Home Insurance Complaint Ratio = B (0) (No complaints)
2010 US home insurance premium = $9,135,831
2009 Home Insurance Complaint Ratio = B (0) (No complaints)
Citizens Insurance Company of Illinois is available in the state of Illinois only.
The Citizens Insurance Company of Illinois subsidiary has a better-than-average home insurance complaint history over the last six years, with its number of home insurance complaints in its worst year during this period at 58% the industry average. The home insurance market share for Citizens Insurance Company of Illinois has increased each year since 2010, which may be an indication of competitive pricing for its home insurance in Illinois.
B = Better than Average C = Average W = Worse than Average
2015 Home Insurance Complaint Ratio = B (0) (No complaints)
2015 US home insurance premium = $10,219,541
2014 Home Insurance Complaint Ratio = B (0) (No complaints)
2014 US home insurance premium = $10,987,669
2013 Home Insurance Complaint Ratio = B (0) (No complaints)
2013 US home insurance premium = $12,928,624
2012 Home Insurance Complaint Ratio = B (0) (No complaints)
2012 US home insurance premium = $14,782,262
2011 Home Insurance Complaint Ratio = W (1.30)
2011 US home insurance premium = $12,495,495
2010 Home Insurance Complaint Ratio = C- (1.07)
2010 US home insurance premium = $8,534,419
2009 Home Insurance Complaint Ratio = W (5.28)
Citizens Insurance Company of Ohio is available in Michigan & Ohio only.
The Citizens Insurance Company of Ohio subsidiary had no home insurance complaints in 2012, 2013 & 2014, but had a higher than average number of home insurance complaints in 2010, 2011, & 2012. The home insurance market share for Citizens Insurance Company of Ohio had decreased each year since 2012, which may be an indication it no longer has competitive pricing for its home insurance in Michigan and/or Ohio.
B = Better than Average C = Average W = Worse than Average
2015 Home Insurance Complaint Ratio = C+ (.80) 1
2015 US home insurance premium = $12,519,030
2014 Home Insurance Complaint Ratio = B (.70)
2014 US home insurance premium = $13,352,578
2013 Home Insurance Complaint Ratio = B (0) (No complaints)
2013 US home insurance premium = $13,536,322
2012 Home Insurance Complaint Ratio = B (.59)
2012 US home insurance premium = $13,675,184
2011 Home Insurance Complaint Ratio = W (2.04)
2011 US home insurance premium = $11,926,377
2010 Home Insurance Complaint Ratio = C+ (.92)
2010 US home insurance premium = $9,868,709
2009 Home Insurance Complaint Ratio = C+ (.90)
Citizens Insurance Company of The Midwest is available in Indiana & Michigan. Citizens Insurance Company of The Midwest is the largest Hanover auto insurance subsidiary, but it has a very small share of the home insurance market share in Indiana and Michigan, indicating most Citizens Insurance Company of The Midwest auto insurance customers choose to insure their homes with another company, or different Hanover subsidiary.
The Citizens Insurance Company of The Midwest subsidiary has a better than average home insurance complaint history over the last three years, with its number of home insurance complaints in its worst year (2011) from 2009 to 2014, at 204% of the industry average. The home insurance market share for Citizens Insurance Company of Illinois dropped slightly each year since 2012, which may indicate the home insurance pricing for Citizens Insurance Company of The Midwest is not very competitive.
5. Hanover Auto & Home Insurance Rates & Pricing Compared to Competitors
Homeowners Insurance
Hanover received the lowest rating of two power circles for homeowners insurance pricing in the national 2015 JD Power U.S. Homeowners Insurance Satisfaction study. The following companies rated better than average (4 power circles or 5 power circles) for lower homeowners insurance rates in the 2014 JD Power Homeowners Insurance Satisfaction study: USAA, Amica, Erie, Auto Club of SC, GEICO, Auto-Owners, and Mercury.
Auto Insurance
Hanover received the lowest rating of two power circles in the category of auto insurance pricing, for all the U.S regions where Hanover was rated (North Central region only in 2015) in the 2015 JD Power Auto Insurance Customer Satisfaction study, including the states of IL, IN, MI, OH, and WI. The following companies rated above average (4 power circles or 5 power circles) for lower auto insurance rates in the 2015 JD Power Auto Insurance Customer Satisfaction study in the same states where Hanover was rated: USAA, Erie, Indiana Farm Bureau, Grange, GEICO, Progressive, COUNTRY Financial, and The Hartford.
However, the companies with the best rates for some people participating in a survey may not have low rates for you. To get lower auto or home insurance rates, the only way to know if any insurance company has high or low rates for you is to conduct your own pricing survey, by obtaining price quotes & reviewing your coverage with all the leading insurance companies in your state, to find the best company for you.