The Hanover Billing System Developed with Input from Agents, Customers

The Hanover Insurance Group, Inc., a provider of property & casualty insurance for businesses, families and individuals, announces that it has launched a distinctive new billing system that delivers convenience and flexibility and empowers agents to build stronger customer relationships.

Developed with significant input from agents and customers, the versatile system is now available for both commercial lines and personal lines customers. It offers online tools, an enhanced online experience that makes the billing process clearer than ever for customers and agents, as well as printed billing statements that are easy to understand.

“We are thrilled to launch this billing system, which is a significant investment that demonstrates our ongoing commitment to customer service and innovation,” says Greg Tranter, CIO and COO at The Hanover. “In our industry, billing is the single largest source of customer complaints and therefore one of the most visible and important touch points for our company to help our agent partners do business more efficiently. We believe that the investment in our new billing platform has enormous potential to further improve customer satisfaction and our agency operations.”

The new billing system empowers Hanover agents to work with their customers to create a customized experience that meets their needs. Some of the benefits offered include:

• Combined billing options, enables business and personal insurance policyholders who wish to consolidate their Hanover policies within a single bill. This means less paper, less confusion, and just one Hanover bill to track and one payment to remember.
• Flexible payment dates, empowers policyholders to choose a due date for their premium that works best for them. With this option premium due dates no longer have to coincide with a policy's effective date.
• More bill payment plans give more options to policyholders, including monthly and bi-monthly billing, one-time payments and more.
• Convenient ways to pay, whether customers want to make payment online 24/7 at hanover.com, sign-up for automatic, recurring payments from a bank account, use a credit card, debit or e-check.
• Important facts at a glance to help agents and customers when viewing a policyholder's bill online or on paper find important information such as recent transactions, and amount due.

“The new billing system, with its many enhancements, produces billing statements that are clear and concise, and also offer a lot of flexibility,” said Tranter. “For example, the ability to customize options like payment due dates can be a critically important issue for a personal insurance policyholder who is on a particular pay schedule or a business owner who prefers to pay bills on a certain day of the month,” he continued. “This is all part of our focus to provide agents and their customers with the responsive service experience that they deserve.”