The Hanover Adds Six Specialty Lines to Commercial Customer Service Center

With the offering of new coverages, the carrier says its agents will be able to improve efficiency and offer a more cohesive, high-quality experience for their clients.

(Union Station, Worcester, Mass. Photo credit: John Phelan.)

The Hanover Insurance Group, Inc. (Worcester, Mass.) has expanded its commercial lines customer service center to service six additional specialty coverages within management liability. The insurer reports that the addition of the new lines helps agent partners better serve their clients and improve agency efficiency by accepting a broader array of small businesses into the service center. Previously, the center only serviced standard commercial lines and some specialized coverages.

Michael Keane, SVP, President of Small Commercial Lines, The Hanover Insurance Group.

“Small businesses have a wide range of exposures and risks, so to help provide agents with the value they’re looking for, we’ve expanded our service center to offer a total account solution,” comments Michael R. Keane, president, core commercial, The Hanover. “With the offering of new management liability solutions, our agents will be able to improve efficiency and offer a more cohesive, high-quality experience for their clients.”

The Hanover characterizes the addition of new business lines to the customer service center as an expression of its commitment to providing agents with distinctive capabilities that help them grow their books of business. With this expansion, the Hanover reports that it now services full accounts, providing a differentiator to its agents.

“Agents tell us the industry has done a good job servicing core commercial lines, but it needs to do more to service the smaller, specialty lines,” comments Bryan J. Salvatore, president, specialty, The Hanover. “The more carriers work to stitch core lines together with specialty lines, the easier it is for agents to place business. With an all-lines customer service center, carriers are better equipped to serve these small specialty accounts and improve the service experience for agents.”

The Hanover reports that its service center expansion includes the following coverages:

  • Directors and officers
  • Employment practices liability
  • Fiduciary liability
  • Fidelity and crime
  • Kidnap and ransom
  • Cyber and security

These coverages add to the customer service center’s servicing of BOP and commercial package, worker’s compensation, commercial auto, umbrella, and specialized coverages including marine, technology errors and omissions, professional liability, and others. These expanded services are now available to all Hanover agents currently enrolled in the company’s customer service center.

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Anthony R. O’Donnell // Anthony O'Donnell is Executive Editor of Insurance Innovation Reporter. For nearly two decades, he has been an observer and commentator on the use of information technology in the insurance industry, following industry trends and writing about the use of IT across all sectors of the insurance industry. He can be reached at or (503) 936-2803.

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