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Your adjuster who is responsible for the overall coordination of the claim.

• Adjuster - Your claim will be assigned to a specific
  adjuster who will be responsible for investigating the
  loss, rental needs and payments.

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Once we receive notice of your claim, you will be contacted by your handling adjuster and the following will occur:

• An explanation of the appraisal process and the different options Available to get the vehicle appraised:
  • Express Claims - Hanover network of body shops
  • Hanover Drive-In center if the car is drivable
  • Field appraisal at your home, office, or place of garaging
• Obtaining a statement regarding the facts of your loss and reviewing the coverages available under your policy.

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• Please refer to your policy to determine if rental coverage is available including daily/policy maximum limits.
• If your policy provides rental coverage Hanover may pay for a rental based on the repair time (business days + weekends) on your estimate.

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• Once coverage is determined on the claim, Hanover Insurance may direct bill the rental company of your choice.

• Hanover’s preferred rental company is Enterprise Rent-A-Car (1-800-261-7331), who offers preferred rates and pick-up services for Hanover customers.

• Please call 1-800-Rent-a car 24 hours prior to your regular appointment for direct bill authorization—repairs must begin on the date of your appointment.

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Your adjuster will explain the available options and help you choose the one that is most convenient for you.

• Appraisal/ Repair Choices:
  • Drive-Ins (MA Only) – If your vehicle is drivable you may have it appraised at a drive-in facility. Your agent or adjuster can advise you of the convenient locations and hours of operation.
  • Hanover Express Claim Auto Repair Shops – Your adjuster can help locate a participating shop or you may go to www.Hanover.com (MA and MI only) and search our directory for a location near you.
    • There are several benefits to utilizing one of our Express Claims Shops:
    • Shops provide warranties for their workmanship, provide shuttle services (at participating locations), and assistance in obtaining a rental vehicle.
  • Desk Review – Based on state guidelines, we may be able to accept an estimate for your damages and have them reviewed by an in-house appraiser (please ask your adjuster if this option is available).
  • Field Inspection – If it is not convenient for you to utilize either a Hanover Drive-In or Express Shop, a licensed appraiser will be assigned to inspect your vehicle at home or work.

Please note: an appraisal is not an authorization for repairs, or a guarantee of payment. You should discuss payment and coverage with you handling adjuster.

• Additional Damage Appraisal – There are times when repair work begins on your vehicle and the repairer may find hidden damage. The repair shop will contact the appraiser to confirm the damage is loss related and a supplemental appraisal will be completed for the additional damage.

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You are free to use the repair shop of your choice. However, there are many benefits to utilizing a participating Express Claims Auto Repair Shop:

• Appointments scheduled at your convenience
• Numerous locations countrywide
• Help securing a rental vehicle
• Shuttle services (at participating locations)
• An immediate written estimate
• Lifetime warranty on the repairs for as long as you own the vehicle
• Direct payment for the repair to the Express Shop from The Hanover

If you choose to use a non Hanover Express Repair Shop:

• Obtain an appraisal from Hanover and take it to the shop of your choice. Once you, your shop, and the Hanover have reached an agreement on repairs and cost you may authorize the work to begin.
• Hanover will pay you directly on the repair unless you choose to sign “Direction to Pay” to the shop.

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During the initial discussion, your adjuster will advise you as to whether or not a deductible may apply.  If a deductible does apply you will be responsible for payment of the deductible amount to the repair shop.

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The adjuster handling the claim will advise you as to when you may expect payment.  If you have signed a “Direction to Pay with the repair shop”, payment will go directly to the repair shop.

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• Collision insurance laws may vary by state, but generally, this insurance covers a loss to the insured’s vehicle caused by its impact with another vehicle or object.

Comprehensive Coverage

• Comprehensive insurance laws may vary by state, but generally, this insurance protects against any loss or damage to an automobile such as fire, theft or animals excluding towing and labor coverage.

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• If a Hanover Express Claims Auto Repair Shop completed the repairs please contact your adjuster by phone or e-mail to review the shop warranty.
• If your repair was done by a non Hanover Express Claims Auto Repair Shop please contact the repair facility directly.

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• If your vehicle is deemed to be a total loss, your claim will be handled by a Total Loss expert within our claims department.
• If your vehicle is at a shop or tow yard, Hanover Insurance will have our towing vendor pick up the vehicle and move it to a participating Hanover storage facility.
• If your vehicle is deemed a total loss Hanover Insurance will require you to:
  • Provide a release to the tow yard or body shop
  • Remove all personal belongings including the license plates
  • Leave the keys in the vehicle
  • Will pay for charges that are evaluated to be reasonable

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• A vehicle is considered to be a total loss when the cost to repair the damage meets or exceeds the actual pre-accident cash value of the vehicle.
• In making a total loss determination, state-mandated total loss thresholds, manufacturer guidelines, or safety concerns may need to be considered.

Please note: The actual cash value represents the selling price of the vehicle in the current marketplace (including both dealerships and private owners) if purchaser was paying with cash under normal negotiations involved in buying a vehicle.