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COVID-19 agent resource center

With each passing day, we learn more about the coronavirus (COVID-19) outbreak. And, more questions come in to you and to us about our business operations. Please know that as the COVID-19 pandemic brings us into uncharted territory, we are committed to doing our part to minimize the spread of the virus while also providing responsive service to you and your customers.

We've created our COVID-19 agent resource center so you'll have the latest details from us at the ready. Throughout the outbreak we will update the information in our resource center as quickly as we have answers to new questions and circumstances that arise.


The Hanover CARES Refund

As part of our commitment to be there when our customers and communities need us most, The Hanover CARES Fund will return 15% of April and May auto premiums to eligible personal lines customers. This will not impact agent commissions. In addition, we’ll contribute $500,000 to local nonprofits across the country to address needs arising from this public health crisis.

Learn more about The Hanover CARES Refund

See some of the way we’re showing we care



Answers to questions we've received

We know you and your customers have coverage, claims and billing questions. Here are answers based on what we know now. As always, each situation is unique and assessed individually in accordance to the protection package in place and the specific circumstances presented.


+Will you communicate this to customers? How? When?

Yes. We will communicate details about The Hanover CARES Refund to customers, addressing some of the most common questions that we have received. We have posted the information on hanover.com and social media. Additionally, we have emailed more information to all customers who have provided us with an email address.

+Who is considered an “eligible” customer for the refund?

Customers eligible for The Hanover CARES Refund are personal auto policy customers who are in force as of April 27 for the first credit and May 26 for the second credit, and who reside in a state where The Hanover has received the necessary regulatory approval to issue The Hanover CARES Refund credit.

+How much is the refund? How is it calculated?

The Hanover CARES Refund will be a credit of 15% of the monthly auto premium for April (as of April 27) and May (as of May 26). For example, for an annual auto premium of $1,200, the monthly premium would be $100. The refund would be $15 in April and $15 in May. Additional fees, such as billing or the MCCA fee in Michigan, are not considered part of the premium and will not be included as part of the refund calculation.

+When will customers receive the refund?

Customers with an active policy at the end of April will be automatically credited in May. Customers with an active policy at the end of May will be automatically credited in June. The Hanover CARES Refund will be processed in the next month's billing cycle and will be credited throughout the following month. They will be able to view their refund amount on My Hanover Policy once it has been credited to their policy.

+How will customers receive their refund? Do they need to do anything? Do I?

To make this process easy for you and your customers, no action is required The Hanover CARES Refund will be automatically credited to customers’ premium, as follows:

  • The Hanover CARES Refund will be a credit of 15% of the monthly auto premium for April and May for eligible personal lines customers. To make this as easy as possible, customers will automatically receive the credit. No action is required.
  • Customers who have paid in full and do not have an account balance on any of their policies with us will receive two refund checks. One in May and another in June. If they have other Hanover policies with a payment due, we will apply their credit to these balances first.
  • Those who pay by electronic funds transfer (EFT) will receive a credit to their monthly withdrawal in May and June.
  • Customers with a remaining balance on their auto policy will receive a credit to their balance owed in May and June.
  • The Hanover CARES Refund will be processed in the next month's billing cycle and will be credited throughout the following month. They will be able to view their refund amount on My Hanover Policy once it has been credited to their policy.

+Where can customers view their refund? Can I see the refund my customers will receive?

There are two places where customers will see their refund, on their bill and within My Hanover Policy. You can view your customers refund amount in the billing center. Here is a guide on how to access this information.

+Are my commercial (business) customers eligible for The Hanover CARES Refund?

The Hanover CARES Refund is only being offered to eligible personal auto customers. For information about the support we are offering to business insurance customers, please review the FAQs in our COVID-19 resource center.

+Does the refund impact commissions, profit sharing or loss ratio?

The Hanover CARES Refund will not impact your commissions, profit sharing or loss ratio.

+How do the enhancements to The Hanover’s commission system be improve cashflow to my agency?

We recently introduced enhancements to our commission system and processes. One advantage is that we now pay our agent commissions upon issuance of the policy, expediting cashflow to your agency. The old system paid as the premium was earned and paid by your customers. This change provides you the commission dollars up front and The Hanover takes on the exposure of any bad debt.

+How are you helping policyholders who are facing financial hardship?

We understand many of your customers are worried about finances and employment. In this unprecedented time, and always, our team is prepared to help with billing and payment questions. If you believe that one of your customers will need assistance, please have them reach out to our billing team as soon as possible at 800-922-8427.

With states reopening and the expiration of state mandates, we will be lifting our nonpayment cancellation moratorium according to the following schedule.

State Date State Date State Date
Alabama June1 Louisiana June1 Ohio June1
Alaska June1 Maine June1 Oklahoma June1
Arizona June1 Maryland June1 Oregon June1
Arkansas June19 Massachusettes June12 Pennsylvania June1
California June14 Michgan June12 Road Island June1
Colorado June1 Minnesota June1 South Carolina June1
Connecticut June1 Mississippi June1 South Dakota June1
Delaware June1 Missouri June15 Tennessee June1
Florida June1 Montana June1 Texas June1
Georgia June1 Nebraska June1 Utah June1
Hawaii June1 Nevada June1 Vermont June1
Idaho June1 New Hampshire June1 Virginia June1
Illinois June1 New Jersey June1 Washington June1
Indiana June1 New Mexico TBD based on state mandates Washington, D.C. TBD based on state mandates
Iowa June1 New York June6 West Virginia June1
Kansas June1 North Carolina June1 Wisconsin June1
Kentucky June1 North Dakota June1 Wyoming June1

Throughout this pandemic, we will work to understand your customers’ circumstances and determine what solutions might be viable. You may contact us at agencysupport@hanover.com for PL accounts or CLbilling@hanover.com for CL accounts.

+What are some of the options The Hanover might offer to policyholders facing financial hardships?

On a case-by-case basis, we will consider the following flexible options for customers who indicate that their financial situations was/is impacted by the recent coronavirus (COVID-19) actions:

I

  • Move the current billed amount to the end of the policy term, if possible.
  • Re-spread the current billed amount over the policy term.
  • Stop/delay non-payment cancellation activity.
  • Waive related late fees upon request.
Should none of the above seem feasible, we will carefully consider other options.

+Are you returning premium to customers as a result of governmental stay-at-home and shelter-in-place measures?

As part of our commitment to be there when our customers and communities need us most, we will return 15% of April and May auto premiums to eligible personal lines customers. The Hanover Cares Refund equates to approximately $30 million in premium, which will be recognized in the second quarter of 2020. Pending regulatory approvals, The Hanover will credit April in-force policies in May, and May in-force policies in June. Policyholders who have pre-paid premiums will receive credits in each of the same months.

+Will the return of premium to eligible personal lines customers impact commissions?

Agents’ commission will not be impacted by the return of auto premiums to eligible personal lines customers through The Hanover CARES Refund.

+How will policyholder billing accommodations impact commission payments?

There is no impact to commissions. In fact, we made a significant change to our commission release method in March. You no longer have to wait for policyholder payment prior to receiving commission. Commission will be paid on the full written premium in the month the policy becomes effective. For your planning purposes, our 2020 commission calendar provides additional details of when statements will be available, direct deposits made and checks mailed.

+Do you anticipate any impact to EFT payments or the EFT schedule?

We have no plans to deactivate EFT. Customers who wish to deactivate their EFT may do so using My Hanover Policy. If customers deactivate EFT and need to make arrangements, they are asked to contact a member of our billing team at 800-922-8427.

+How can customers obtain their invoices if they are not able to access their mail?

Customers who aren't able to receive invoices due to a location closure or interruption of mail services can sign-up for ebilling through My Hanover Policy and receive email notifications as new invoices are available.

+Will you allow customers to make mid-term billing changes?

Customers are able to make EFT changes through My Hanover Policy. Agents can make EFT changes and payment changes via the contact centers.

+How is The Hanover handling agency bill payment accommodations?

The Hanover will accommodate agencies on a case-by-case basis. If you have a customer with this need, please reach out to your agency accounting contact and advise when the customer expects to make the payment. As we lift our nonpayment cancellation moratorium, we request that you initiate cancellation for past-due Hanover accounts in accordance with this schedule.

State Date regular billing practices will resume

State Date regular billing practices will resume
Most states June 1
New YorkJune 1
Most states June 6
Massachusetts
Michigan
June 12
Missouri June 15
Arkansas June 19
California July 14
New Mexico
Washington, D.C.
To be announced when non-cancellation orders are lifted
+Will coronavirus claims be covered?

As always, we’re here to help. We can answer your specific questions regarding coverage for reported claims. Unfortunately, because every claim is unique, we are unable to provide general statements on claims scenarios regarding coronavirus coverage.

+What should I do if my client believes they have a coronavirus claim?

Please report the claim as you normally would do. We will review the claim following our regular processes and protocols, and engage you and the insured as needed, as quickly as possible. You can reach our claims service department at 800-628-0250.

+How should I get more information about whether a coronavirus scenario will be covered?

Every protection package and every claim is unique. Please follow our regular claims processes and protocols to get answers to your questions about specific claim scenarios regarding the coronavirus.

+Are Hanover claims adjusters and appraisers conducting onsite visits during the coronavirus outbreak?

Yes. We're committed to doing our part to help minimize the spread of the coronavirus. We are also committed to preventing additional damage to your customers' property and applying policy coverage, which often requires physical access to property. To ensure everyone's well-being and safety, The Hanover adheres to CDC health requirements and has asked employees to follow all precautionary safety measures when meeting with customers to resolve claims.

+What safety precautions are Hanover claims adjusters and appraisers taking for onsite visits?

In adherence with CDC health recommendations, we've asked employees to:

  • Stay home from work if they feel under the weather
  • Wash their hands for at least 20 seconds or use a hand sanitizer containing at least 60% alcohol
  • Maintain a safe "social distance" of six feet from others and refrain from handshaking
  • Reassure customers that they are not sick, have not been in contact with anyone who is sick and have not traveled recently to one of the countries on the CDC's travel advisory list

+Do you offer virtual appraisals for my customer's property or business?

Yes. We have virtual and self-service tools available depending on the claim. We may be able to work over the phone or advise customers on how to provide photos and videos of any damage themselves. We also may use a drone to evaluate roof damage, which does not involve in-person contact. If a virtual option is available to your customers, we'll let them know when we request the evaluation.

+Do you have a specific virtual tool for car appraisals involved in an accident?

Hanover customers can get their vehicles inspected using their smartphones. It's a popular option for both commercial and personal line customers in all states except for Massachusetts (which will be available this spring) and Rhode Island. Appraisals can be available within a few hours after using the technology.

+If I am eligible to resolve my claim via the phone or through technology, will this delay my claim processing?

If your claim is eligible, smartphone and virtual options are very efficient. You may file and track claims using My Hanover Policy and the Hanover mobile app.

+Is your roadside assistance program still running?

Yes, if your customers are on the roads, so are we. Our roadside assistance program is fully operational and available to policyholders with this coverage. They may reach out to the roadside assistance team at 800-628-0250.

+What additional services are you providing to customers who need roadside assistance?

As part of social distancing recommendations due to the COVID-19 pandemic, most service providers are no longer allowing passengers to ride in their trucks for tow event. For customers who need towing service during this period and are unable to arrange their own transportation, we will provide a voucher of up to $50 for an Uber ride. Our roadside assistance team will assist customers with obtaining the voucher during the support call.

+What should I do if my customer’s home closing date changes as a result of the COVID–19 pandemic?

We understand home closing dates may be shifted as a result of the COVID–19 pandemic, and many agents and customers are seeking flexibility. We are implementing some temporary changes to our homeowner coverage quote process to help address the concerns of our agents and their customers. To help while quoting in TAP Sales, we encourage you to continue issuing new home policies with the anticipated effective date needed for the closing. If the closing date changes, utilize our change effective date process to re-quote closer to the new closing date, if possible. We will retain the original quote rating structure for up to 120 days and will now allow new effective dates up to 120 days into the future when utilizing the change effective date process. If a new effective date or insurance score increases the rate or you need to adjust the effective date more than once, contact The Hanover’s agency support team at 800-922-8427 for assistance with resetting the rate.

+Is The Hanover willing to cover temporary delivery exposure for insureds with non-owned auto and hired car liability coverage?

Yes. The Hanover recognizes that restaurants and other retail businesses need to offer delivery to keep their businesses viable. Typically, an additional premium would be charged to their non-owned and hired car coverage. However, for customers offering delivery due to the coronavirus outbreak, we will not increase premiums during this period of government restrictions on normal business operations. We encourage our insureds to visit hanover.com and our Risk Solutions site to learn how to best manage delivery exposures and their liabilities.

+Is The Hanover accepting mid-term sales and payroll adjustments?

We fully expect sales and payroll levels will decrease due to the restrictions on commerce during this health crisis. We will consider reducing exposures for policyholders who are impacted. We ask that you consider where your insured is in their policy term and whether their policy is auditable or not. We recognize that you and our insureds will need to estimate the length of the disruption and its impact on their sales and payrolls.

+Are you still applying inflation guards for general liability (GL) and workers' compensation (WC)?

We will be reducing general liability and workers' compensation inflation guards to 0% for sales and payroll exposures. Our Middle Market business will be able to act earlier than our Small Commercial organization because the Small Commercial workflow starts 120 days out. We do not plan to automatically lower building or personal property inflation guards, but we will adjust personal property values/limits if stocks decrease or our insured downsizes. When the economy recovers, we will reestablish the inflation guards appropriately.

+Will The Hanover institute any moratoriums on classes of business, coverages or changes in underlying limits of insurance?

The Hanover does not plan to change our underwriting and product practices as a result of the coronavirus. As always, we underwrite risks individually and structure coverage based on the exposures and our filed products and rates.

+How will The Hanover handle a new business or renewal policy requiring additional underwriting information or a physical loss control visit as a condition to bind?

The Hanover is committed to flexibility and working with our agents and customers in these situations. Our Risk Solutions team has the ability to conduct phone surveys to verify much of the information. Where this isn't feasible, we will look for alternative sources of information and be accommodating in obtaining such information after the civil authority is lifted. In addition, we will allow a grace period over the next 60 days for existing recommendations on previously issued policies.

+Do you offer virtual home evaluations?

Yes. For the safety of our customers and vendor partners we are ceasing all interior home evaluations. We have partnered with YouGoLook to offer self-service home evaluations for eligible risks up to $3M in coverage A. A notification has been added on the policy confirmation page of TAP Sales if the customer is eligible for the self-evaluation option. For more information on this new option, visit https://www.hanover.com/home-self-evaluation/.

+Do you offer virtual inspections for my customer's property?

Yes. We have virtual and self-service tools. In particular, we have partnered with YouGoLook to offer self-service home evaluations in some states to help ensure customers have the coverage they need. If this option is available to your customers, we'll let them know when we request the evaluation.

+Are you processing policy changes and new business?

Yes, we are. We are open for business and ready to assist you with policy changes, requests for proposals and setting up new accounts. Please reach out to your local Hanover contact with specific questions.

+Is there coverage for business income loss due to the shutdown of an insured's business or dependent property (supply chain) due to the coronavirus and/or an order of civil authority related to the coronavirus?

Recognizing that your staff may be working remotely and there may be a need for information to be readily at hand, we thought it would be helpful to share perspective on a question being asked commonly by agents of their carriers. Like you, we are focusing on the health and well-being of our employees, customers and partners, and are working hard to support them in this difficult time. We also recognize, however, that you may be dealing with frequent customer inquiries which require prompt attention.

Recently, the most common question pertaining to commercial property insurance is whether there is coverage for business income loss due to the shutdown of an insured's business or dependent property (supply chain) due to the coronavirus and/or order of civil authority related to the coronavirus.

Our property policies generally do not provide coverage for loss or damage arising out of the coronavirus for direct damage, business income (including dependent property coverage) or civil authority:

  • Property policies typically contain language that requires direct physical loss or damage to property by a covered cause of loss for coverage to apply; The presence of a virus on a surface generally would not constitute direct physical loss or damage.
  • Our commercial property policies also generally exclude loss or damage caused by or resulting from "virus" so there would be no covered cause of loss per that explicit language.

As you know, we are unable to respond to hypothetical questions or claims scenarios, and policyholders with specific claim questions should submit a claim to our Hanover claims center for coverage review. This question and answer section is for informational purposes only and does not provide any coverage. Coverage of any claim is determined by the facts presented, the coverage terms, conditions, exclusions and limitations of the issued policy.

+If an employee uses their auto for delivery of essential goods (food, medicine or other essential goods) and gets into an accident, are they covered under their personal auto policy?

The Hanover wants to support our customers during these unprecedented times. While each claim will be evaluated on a case-by-case basis, if a loss occurs before June 1, 2020, while a listed operator is delivering food, medicine or other essential goods for their employer, The Hanover will not deny the claim on the basis of the use of the vehicle for this purpose.

+Is The Hanover offering the new ISO advisory endorsement?

You may be aware the Insurance Service Organization (ISO) has recently released two advisory endorsements that provide limited business income (BI) and extra expense coverage for mandated closure of a business by a civil authority due to the presence or suspected presence of the coronavirus. Please note, this is not a filed endorsement and we are not planning to make these endorsements available.

+How are you handling premises that are vacant due to mandatory closure orders?

The Hanover is aware of the significant impact the current COVID-19 emergency is having on our economy and on many businesses we insure.

The Hanover’s commercial property insurance policies generally include provisions which limit coverage for loss occurring to a property which has been vacant for more than 60 consecutive days prior to the loss.

During the COVID-19 emergency, The Hanover is mindful that many of our insureds’ businesses have been shut down due to mandatory closure orders. The Hanover will not consider a covered premises to be vacant while a COVID-19 closure order is in effect.

+My customer’s car is being repaired at an auto shop that is now closed due to COVID-19. Will my customer’s rental limit be impacted?

If your customer’s vehicle cannot be repaired or returned because the body shop is closed due to COVID-19, The Hanover will temporarily waive the rental time limit.

+Will my customer’s additional living expense limit be impacted as a result of COVID-19?

The Hanover will temporarily waive the limit on additional living expenses if COVID-19 related factors cause delays in home repairs or adds reasonable additional expenses to their alternative living arrangements (i.e. hotel closed).

+Should customers consider removing coverage from their policy to save money? What could happen?

We understand that many customers may be experiencing financial hardship as a result of current economic conditions. However, removing coverage from their auto or home policies may leave them unprotected from some liabilities and exposures; and have other implications on their coverage. For example, removing liability coverage from an auto policy and only keeping comprehensive coverage may result in a cancellation of a vehicle’s registration. As you are probably aware, in most states we are required to report coverage to a state’s DMV, which could result in the suspension or cancellation of a vehicle’s registration. For alternative ways customers might save money on insurance, we encourage you to share our eight ways to maximize your insurance dollars.

+Do you anticipate an impact to service operations during the COVID-19 outbreak?

Please know, we are open for business and available to you, your staff and our customers. Should an office need to close as a precaution or as part of an outbreak, we have plans in place for our teams to work remotely. In fact, more than 95% of our frontline service representatives are fully set up with work-from-home capabilities. We are also able to route calls to other locations to minimize business interruption.

+How can I access The Hanover's systems from a remote work environment?

We recognize many of you are working remotely. And, we've received questions about the best way to access The Hanover's systems. For your convenience and ease, we have a created helpful instructions you can download and/or print so you are able to continue doing business with us.

+What should agents contracted with your Customer Service Center (CSC) expect?

During the coronavirus outbreak, please be assured that your customers will continue to receive the excellent service and support they've come to know. With 95% of our frontline staff set up with work-from-home capabilities, we anticipate minimal, if any, disruptions. In addition, our service center is spread across three regions in Worcester, MA., Howell, MI., and Atlanta, GA., with overflow procedures to route calls if one location, for any reason, is unavailable. Your agency's business continuity for your Hanover customers is secure through our Customer Service Center. Thank you for your partnership and the trust you place in us. If you have questions about our plans, please reach out to your CSC contact.

+What options are there for customers who require a physical audit, but are uncomfortable with an onsite visit during the coronavirus outbreak?

We are encouraging all physical audits to be handled electronically and by phone. If your insured has a physical audit scheduled, they should be hearing from their auditor soon with an offer to conduct an electronic audit as an alternative. If you have specific questions, please call 800-922-8246, option 6.

+Recognizing your mail operations may be impacted, are you still mailing worker’s compensation claim kits to agents?

For the safety of our employees, our mail operations are running on reduced staffing levels. This is impacting our ability to mail worker’s compensation claim kits as promptly as we would like. If you need a worker’s compensation claim kit, you may download it directly from TAP.

How does The Hanover handle regulatory orders/bulletins and advisories related to COVID-19?

We are closely monitoring the many communications being issued by various governmental agencies and regulators related to the impact of COVID-19. We are evaluating the impact on our operations and determining appropriate action consistent with all regulatory requirements and in support of our customers and agents.

California
Bulletin 2020-3 from April 13, 2020 orders insurers to report to the Department of Insurance within 60 days and to communicate with policyholders within 120 days of the date of the bulletin. We are thoughtfully considering how to best comply with the bulletin in a way that is consistent with the needs of our customers and agent partners and will submit a response within the specified timeframe.

New York
At The Hanover, we are committed to helping customers understand their insurance policy, particularly their business interruption protection in conjunction with questions that have come from the coronavirus (COVID-19) pandemic. With this in mind, we encourage our New York state policyholders to read this special message that, in accordance with a request from the New York Department of Financial Services, provides information related to our commercial property insurance policies.

Bulletin N.Y.C.R.R. 229.5 summarizes emergency measures the New York Legislature and Department of Financial Services are implementing to assist those impacted the COVID-19 pandemic. Regulations enacted apply to most insurance policies and include: the waiver of late fees, the prohibition on reporting negative data to credit reporting agencies and the repayment of late premiums over a 12-month period.


We'll be there

For more than 165 years, we have been there for our customers. We're prepared to stay open. Together, we'll navigate this outbreak.

95%

of frontline service representatives
can fully work from home

24/7

access to real people when
the unexpected occurs

3

Customer Service Center
locations, spread across regions

Convenient self-service options

With social distancing a key way to help contain the virus, we want to remind you of the many ways your customers can do business with us.

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Protecting our partners and employees

We understand that our success is largely dependent on the health and wellbeing of you, your staff and our employees. With this in mind, we put in place the following safety protocols.

  • Employees are encouraged to conduct all meetings via phone, video conferencing and other virtual engagement tools.
  • Company events that bring together large groups and all non-essential business travel have been canceled or rescheduled.
  • Alternative ways to manage claims, including use of photos and video, are being leveraged when possible.
  • Claims adjusters conducting onsite visits will follow CDC health recommendations regarding social distancing.

More information from reliable sources

With updates and detail about the outbreak emerging by the minute, in addition to directives from the federal government, and local and state officials where we have customers, we are relying on the following sources to help manage our business operations.


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Agency helpline

We're here to support you and answer any questions you may have.

Commercial lines: 800-626-6601
Personal lines: 800-922-8427
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