COVID-19 outbreak FAQs
The Hanover is closely and continually monitoring the Coronavirus (COVID-19) outbreak and is ready to service and support your agency and customers. Here are answers to questions we have received from our agent partners.
+ Will Coronavirus claims be covered?
Every protection package and every claim is unique. At The Hanover, we assess claims in accordance with the coverages the insured has in place and the facts presented. It is not possible to answer any hypothetical questions or claim scenarios regarding the Coronavirus.
+ 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 hotline at 800-628-0250.
+ How should I get more information about whether a Coronavirus scenario will be covered?
Please use our official claims channel for questions about COVID-19 and possible claims. Our local teams will be directing you to this channel, so starting there is the fastest way to get the information you need and/or get the claim started. You can reach our claims service hotline at 800-628-0250.
+ What options are you offering to customers who want to limit contact but need to manage a claim through an adjuster?
Depending on the type of claim, the insured may be able to connect with an adjuster over the phone or provide photos and video of any damage themselves. As we are able, we will work with them to remotely assess the damage. If the nature of the damage to the property makes a remote inspection difficult, we’ll let them know and make alternate arrangements.
+ Do you have recommendations on how we can help customers mitigate risk and minimize the spread of the virus?
Each person and business will need to assess their situation, and what the local, state and federal governments are recommending for their area. The Centers for Disease Control and Prevention and Big I have posted helpful guidelines. Given the nature of the outbreak, we suggest you only share information from reliable, official sources.
+ 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.
All products are underwritten by The Hanover Insurance Company or one of its insurance company subsidiaries or affiliates (“The Hanover”). Coverage may not be available in all jurisdictions and is subject to the company underwriting guidelines and the issued policy. This material is provided for informational purposes only and does not provide any coverage. For more information about The Hanover visit our website at www.hanover.com.
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