We understand that an unexpected event to your property causes disruption and adds stress to your daily life. Ensuring your claims experience goes smoothly is our top priority.
We're here to help you understand the claims process and what to expect if you should ever find yourself in need of our services. We’ll begin working on your claim the moment you notify us and will be there every step of the way.
When do I report a property claim?
If you have damage to your home, business or personal property and choose to file a claim, please know that most policies require prompt notification. Time limitations can impact your coverage depending on the state you live in and the type of claim you have. In all cases, the sooner you notify Hanover claims, the faster we can begin working on your claim. Our claims professionals are available 24 hours a day 7 days a week to help you report your loss.
How do I report a property claim?
To report your Hanover claim, log into your account through our secure, customer self-service portal, My Hanover Policy. With My Hanover Policy, you can manage your policy anywhere, anytime. After logging into your account, you receive:
What information do I need to have available to report my claim?
Report your claim as soon as possible, even if you don’t think you have all the necessary information. While not required for the initial contact, it’s helpful to have:
• Your policy number
• The date and time the loss occurred
• The address of the loss location
• A description of the loss
• Any contact information for yourself and other parties
The more details you can provide helps us to match you with the right claim expert for your claim.
How long does a property claim take?
The length of the claims process varies based on the type of claim and the severity of damage. Now that you have reported your claim, a Hanover claims representative will review the incident details and get back to you within a general timeframe of 1-2 business days to guide you through the process. To receive status updates on your open claim(s) progress, register or sign into My Hanover Policy.
Is it possible to receive text updates regarding the status of my claim?
Yes, The Hanover offers automated one-way text notifications to keep you updated when:
To receive texts, you must have a personal auto, homeowners or dwelling fire claim. Simply sign up through our secure, customer self-service portal, My Hanover Policy (MHP). It’s easy – all you need is a policy number and your ZIP code. Once in your account, select the option to receive text updates on the progress of your claim.
What are the benefits of creating a My Hanover Policy account?
Reporting your claim through our secure, customer self-service portal, My Hanover Policy, makes working with us even easier. With My Hanover Policy, you can manage your policy anywhere, anytime. After logging into your account, you receive:
After you report your claim, a dedicated claim expert will be assigned to you. You will generally hear from your adjuster within one business day. Depending on the claim, your adjuster may recommend a virtual or aerial drone inspection, self-service tools using your smartphone or computer or an in-person assessment. The amount of contact you have with your adjuster depends on your needs and the complexity of your claim. Watch our brief video for an overview of the process.
What do I need to retain for damaged property?
In the event of a claim, you have a duty to protect the property from further damage, making reasonable and necessary repairs, and keeping an accurate record of repair expenses. We may need to inspect this damaged property after the emergency/temporary repairs are completed, so please retain any components that will help in our investigation of the claim. A few examples of items to retain, if safe to do so, to help your adjuster are the:
Once emergency repairs have been completed, please hold off on making any major repairs or reconstruction until your claims adjuster is able to review the information further.
What will I need to do to help The Hanover process my claim?
While no two claims are the same, most claims require additional investigation and evaluation before we can reach a resolution. These activities may involve self-service tools using your smartphone or computer or an in-person assessment. Some activities you may be asked to participate in include:
• Attempt to prevent further damage to your property (i.e., turning off leaking water, covering broken windows)
• Participate fully in the virtual or in-person inspection process, if needed.
• Submit photos, inventory or video of the damaged property.
• Separate the damaged from the undamaged.
• Avoid throwing anything out unless directed to do so by your adjuster.
• Keep track of emergency costs you incurred to prevent further damage.
• Provide estimates for repairs and inventories of damaged personal property if requested by your adjuster.
Your adjuster will be there every step of the way, clearly outlining the steps you need to take and answering your questions throughout the process.
How will my claim be managed?
Based on your claim type, your adjuster may recommend a virtual or aerial drone inspection, self-service tools using your smartphone or computer or an in-person assessment. Your adjuster may coordinate efforts with Hanover vendor partners including independent inspectors and contractors. Whatever the approach, we'll be with you every step of the way.
What happens after the inspection?
After we inspect and receive all damage evaluations, your adjuster will contact you to explain how the claim value was determined and answer your questions about any portions of the claim that may not be covered by the policy. Your adjuster will also discuss your payment options including e-check or traditional paper check.
What impacts will my claim have on my policy premiums?
Filing a claim after an accident won't necessarily affect your premiums. Many factors are taken into account when evaluating your rates after a claim like claim details, how much your property will cost to repair or replace, and how many claims you’ve filed in the past.
How long do repairs typically take?
Repair times can vary based on the severity of the property damage. Your adjuster and contractor will work quickly and efficiently together to make sure your property is restored back to pre-loss condition.
When is my claim considered closed?
The Hanover will be there every step of the way to help you get your life back to pre-claim conditions. Receiving the claims settlement is an important step toward closing your claim, but you will likely still need to make repairs, hire contractors and replace personal property. We’ll be there to answer questions after settlement should new information develop for which we provide coverage.
Can I select my own contractor, or do you have vendor contractors available?
For your convenience, we have high-quality vendor partners available to you. You may also use a vendor outside of our network.
After the claim is settled, what should I do if my contractor finds additional damage?
If additional damages are found, it is important you contact your adjuster as soon as possible. Your adjuster may ask you to forward a copy of the contractor’s estimate noting the additional discovered damages. We’ll review and make supplemental payments for covered damage.
I did not have a contractor retained at the time I received my settlement, and now the costs are more than my settlement payment. What should I do?
We are committed to resolving differences whenever we can and ask that you call your adjuster as soon as possible. We may decide to meet with your contractor at the site and/or request that you:
• Provide your contractor with the estimate that your Hanover adjuster used for the settlement of the claim.
• Ask your contractor for an estimate containing a similar level of detail which will allow us to determine and reconcile the differences.
As with additional damages, it is important to note that any consideration of supplemental payments needs to be reviewed and go through an approval process.
Why is my mortgage company listed on my settlement check?
If there is a mortgage or lien on the property, the mortgage company or lien holder may be listed on any settlement checks. If the mortgage company or lien holder is listed on your payment, you will work with your mortgage company or lien holder to process your payment.
What happens after my claim?
If you’re entitled to a settlement, The Hanover will issue it to you, or a service provider, according to your claim and policy details. If you haven’t already, you’ll probably need to find contractors to complete repairs, sign repair contracts, and submit invoices, if applicable.
Have additional questions?
Please reach out to your adjuster or agent who will be happy to help you with the answers you need.
