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Citizens Auto Insurance Review

Sunday, 15 December 2013 18:32

Citizens auto insurance is sold by Citizens Insurance, and the parent company is Hanover Insurance, one of the largest insurance companies in the U.S. Most of Hanover’s insurance business does not come from its auto insurance product lines, however in spite of this it is the 24th largest auto insurance company in the United States. Citizens offers unique discounts for residents of the state of Massachusetts as well as a wide range of coverage options and supplementary insurance add-ons. It is a financially stable and established insurance company backed by a large and stable publicly traded company.

Company Background Information

Citizens Insurance Company is a division of Hanover Insurance Group, based out of Worcester, Massachusetts. Hanover was founded in 1852 and later changed its name to Allmerica Financial. It reverted back to The Hanover Insurance Group in 2005 and is currently publicly traded under this name. Hanover is known for its financial stability and for being one of the largest continuously operating insurance companies in the United States. The company sells its auto insurance through its national network of agents and insurance agencies. JD Power rated Hanover with just 2 out of 5 power circles for regional customer satisfaction, and Hanover was rated A (Excellent) in the most recent A.M. Best survey.

Pros of Citizens Auto Insurance

  • Offers several coverage alternatives
  • Backed by one of the largest and most financially stable insurance companies
  • Unique discounts for Massachusetts residents

Cons of Citizens Auto Insurance

  • Lower than average customer satisfaction ratings from J.D. Power


Citizens offers a large range of discounts and unique endorsements. Discounts may vary from one state to another, and information about discounts can be discussed with a Citizens representative. Massachusetts residents in particular are eligible for unique coverage and discount options that residents of other states are not eligible for.

Types of Insurance Offered

Citizens branded insurance specializes in personal insurance lines, however Hanover Insurance offers a huge range of business and specialty insurance options. Citizens brands its auto insurance as “Connections” Auto Insurance and offers various different liability and coverage options including state minimums. There are also comprehensive and collision options offered and supplementary coverage options such as transportation expense reimbursement, medical payments and personal injury coverage, roadside assistance, and more.

Roadside assistance is available 24 hours a day and the Ultimate Towing and Labor service offers up to $75 for lost keys. The Ultimate Rental coverage option offers daily rental coverage as long as it takes to repair the vehicle. There is also an accident death benefit available, new car replacement for vehicles that are less than one year old or with less than 15,000 miles, accident forgiveness, and other unique types of coverage such as home care services coverage for assistance with home services while the vehicle owner recovers from accident injuries.


The website offers a decent amount of detail on the unique coverage options offered and interested customers can get a quote from a Citizen agent from the agent finder. Hanover has offices in every region and the nearest local office can be looked up with the tool. Customers can also log into the website to manage their policies and download policy documents.

Customer Reviews

There are not many reviews for Citizens auto insurance online, however the JD Power study found that Citizens was rated less than average for overall customer satisfaction in the North Central region, signifying that the company may have subpar customer service for its auto insurance.



Although Citizens auto insurance may be a worth a look for residents of the state of Massachusetts for some of the unique discounts that might be eligible to them, those who live in other states might consider other insurance providers. Hanover is a large auto insurance provider but there may be other providers that offer better rates and better coverage. If you are looking for insurance now you can compare rates from many insurers by entering your zip code on this page.

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