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For optimal performance we recommend Microsoft Internet Explorer 5.0 and above. If you are not currently using Internet Explorer, you can go to Microsoft.com to download the latest version at no charge.

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If you have forgotten your password, please select “Forgot My Password” on the right of the login page. To confirm your identity, you will be prompted to answer the secret questions you completed when registering. Providing this information will allow you to create a new password.

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Select “Forgot my User ID” from the right side of the login page. We will send your user ID to the e-mail address you provided during registration.

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Account Bill is a billing option that links multiple policies for the same customer under one customer number. The customer is assigned a ten digit customer number generating one bill and service charge for all policies. Only one payment needs to be made while non-Account Bill customers have multiple bills and service charges with payments due at different times throughout the year.

If you have registered your account, an account level view will be available online. However, should payment not be received in a timely manner, cancellation notices will generate on a policy level. The cancellation notices will be displayed using the seven-digit policy number. One notice will generate for each policy within the account. You have the option to pay the amount due on the account level (ten-digit customer number) or the policy level (seven-digit policy number).

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Online bill payment is a free service which allows you to view and pay your bills from one personalized, secure Web site. It’s quick and easy to pay your bills on-line! On-line bill payment saves time and allows you to manage your bills. Bills can be paid at your convenience close to the due date.

In addition, you will receive convenient e-mail reminders when your latest bill is on-line to be viewed.

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If time permits, you can pay online understanding there is a delay between when you execute the payment transaction and when we receive your payment. The payment will be received within two business days of your transaction.

Should you need to make an immediate payment, our Pay-by-Phone option is available as well as our other online payment option (Make a Payment Using Your Credit Card). Payments made after 3:30 p.m. EST will be credited to your policy effective the following business day. This service is offered by a third party vendor. You will be charged a convenience fee by the vendor for each payment transaction you complete over the phone. To make a payment by phone, call 800-573-1187. To make a “Just in Time” online payment, return to myhanoverpolicy.com or mycitizenspolicy.com and make a single payment.

By paying your premium by the due date, you can eliminate late fees being added to your policy premium. However, if your payment is received after the due date we reserve the right to add a late fee to your policy. Charges and amounts vary by state. Any additional charge will be identified on your bill. In addition, policies may be subject to cancellation after continual failure to pay.

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No, this service is offered free of charge. However, if you pay your policy in installments, the normal service charges will apply.

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Any Commercial Lines or Personal Lines customer of The Hanover Insurance Group who receives Installment bills is eligible to pay his or her bill on-line. These customers may receive installment bills on individual policies or be part of the account bill plan.

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You can make a payment even if your bill is not available on-line. You can also make additional payments between bills.

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Yes, this option allows you to change your account information, including your billing address. Since changing your address may affect your policy, changing your address on this site will not automatically update your policy information.

If you’d like to change any of your personal billing or policy information, please contact your agent.

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The Hanover Insurance Group Personal Lines and Commercial Lines customers who currently receive installment bills for individual policies or accounts may pay their bills on-line. These customers may also pay their bills over the phone by calling (800) 573-1187.

Payment plans vary based on the type of policy you have and your state. Please call your Agent or The Hanover Insurance Group Customer Service Department for available payment plans in your state. The Customer Service phone number is listed on your billing statement.

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If you experience a payment discrepancy or have a question, please contact our Customer Service Department. Your billing statement will provide you with the Customer Service telephone number.

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Web payments can be made directly from your checking account.

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Yes, you can make payments from up to four checking accounts.

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When creating an on-line account with The Hanover Insurance Group, you will need a copy of your paper bill. Your bill will provide all the information you need regarding your policy. You will need your policy number, ZIP code, checking account information, e-mail address and the answers to specific secret questions. These questions are used for security purposes in the event that you forget your password or user ID.

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No, only one individual can be registered to make payments on a policy. However, registered customer can share their account with someone else if they choose. Please refer to the web site to complete this process.

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You can register to make payments on multiple policies for our companies on-line, whether they are paid as individual policies or as a single account bill.

In some states, customers may find that they have multiple policies under different companies. For example, you may find that your Personal Auto policy is paid to The Hanover Insurance Group, while your Personal Homeowner’s policy is paid to The Citizens Insurance Company of America. You may pay both policies via the Web.

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Payments begin processing two (2) business days prior to your scheduled payment date, so you should schedule payments a few days prior to the due date. Paying bills electronically enhances your ability to control your payments, allowing you to better manage your cash flow and avoid late fees - which can hurt your credit record.

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We recommend that you print your payment confirmation page for your records. Additionally, your online billing and payment information is stored by CheckFree for at least six months. Please check with CheckFree for confirmation.

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Once you have successfully processed your transaction, we will provide you with a confirmation number. There is an option to print the screen.

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Yes, we will continue to send paper bills in addition to an e-mail reminder of the up coming payment.

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All bills issued to you will be displayed. Should you make a change to your policy or if billing is adjusted for any reason, it may result in an additional bill being generated.

The new bill may or may not include your prior bill's balance depending on the due date and when the payment was received. Please refer to your most current bill for the correct amount to pay and payment due date(s) as there may be more than one due date.

If your new bill does not reflect a payment recently made, you can ‘adjust’ the premium to be paid when you initiate the payment.