Hanover Enhances Commercial Customer Service Center
Hanover announced it has expanded its commercial lines customer service center to service additional specialty coverages within management liability. Specifically: (1) directors and officers, (2) employment practices liability, (3) fiduciary liability, (4) fidelity and crime, (5) kidnap and ransom, and (6) cyber and security.
The expansion is in addition to the company’s existing service center capabilities, such as BOP and commercial package, worker’s compensation, commercial auto, umbrella, and specialized coverages including marine, technology errors and omissions, professional liability, and more. It is meant to help the company’s agent partners (that are enrolled in the company’s customer service center) better serve their clients and improve agency efficiency by accepting a broader array of small businesses into the service center. Previously, only standard commercial lines and some specialized coverages were serviced.
“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 . 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” – President, Core Commercial at Hanover, Michael Keane.
“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. 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” – President, Specialty at Hanover, Bryan Salvatore.
Bottom Line: the one known for its commitment to agents, its desire to drop its international specialty insurance business Chaucer and its conservative pick of Verisk to upgrade its claims service. Last year, Hanover reported a 5.5% growth in NPW; thanks in part to continued price increases in commercial and personal lines. Read that last sentence one more time.