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Workers' compensation claims FAQs

Whether you’re an employer, employee or provider, our claims professionals have the experience, expertise and tools to support you during the claims process. If you have questions regarding coverage or need additional assistance, please contact The Hanover at 800-628-0250.

 

Jump to FAQs for: Employees | Employers | Providers

 

Employees

Who do I report my injury to?

We are sorry to hear you have experienced a workplace injury. Your injury should be reported to your supervisor or manager as quickly as possible. We want to ensure you get the right care you need and prevent delays in the claim process. Your employer will file a claim on your behalf to The Hanover.

If your employer has not yet reported your injury, you can report the loss directly by calling Hanover Nurse Triage24 (NT24) at 855-310-6611. Please check with your employer prior to calling. This service is available 24 hours a day, 7 days a week. You should also let your employer know that you have reported the claim.

What process do I follow after I have been injured on the job?

If you need immediate medical attention, you should seek treatment at urgent care or an emergency room. To look up a provider please click here. Next, once you have reported your injury to your supervisor or manager, they will file a claim on your behalf. You should also let your employer know you have reported the claim.

When will I be contacted by my adjuster?

If you are losing time from work, your adjuster will reach out within two business days to review your claim and obtain additional information from you.

How will my claim be managed?

Your claim will be assigned to a claims adjuster who will assist you in managing your injuries, paying lost wages and helping you return to work. If applicable, a nurse case manager may also be assigned to help support you in navigating your medical needs. Keeping regular contact with your adjuster and employer will ensure the process runs smoothly and efficiently until you are able to return to employment.

Can I see my own medical provider?

Not all providers accept workers’ compensation patients. It’s important you get the care you need. The most efficient way to find a provider is to use our medical provider look-up tool (see next question for guidance).

How do I find a medical provider?

Our preferred provider network provides access to 700,000+ in-network providers and medical equipment suppliers.

You may also contact The Hanover at 800-628-0250 for assistance.

How do I schedule physical therapy, radiology/imaging, durable medical equipment or transportation/translation if my physician requests these services?

Please contact one of the following resources to assist you with these additional services:

Physical therapy

Durable Medical Equipment

Radiology/imaging

Transportation/translation services

How do I fill a prescription?

Optum has been chosen to manage your workers’ compensation pharmacy benefits for employers and their employees. To fill a prescription for a work-related injury or illness, go to an Optum Tmesys network pharmacy using your temporary pharmacy card.

In most cases, the pharmacy will fill the prescription at no cost to you. Certain medication may require preauthorization prior to dispensing. If your workers’ compensation claim is accepted, you will receive a permanent pharmacy card in the mail. Most pharmacies and all major chains are included in the network.

To find an Optum Tmesys network pharmacy or ask a question, call 888-764-4844 or visit tmesys.com.     

If my provider bills me after workers’ compensation has already made a payment to them, should I pay the balance due?

No, you are not obligated to pay any balance due amounts. If you receive balance due bills from your provider, please forward them to your claims adjuster.

Do I need to hire an attorney?

You are not required to retain an attorney to have your claim administered. If you choose to hire legal representation, all future communications with your adjuster must be handled by your attorney.

When is my claim considered closed?

Once you have fully recovered from your injuries, returned to work and received all benefits due to you, then your claim will be reviewed for closure. Please know you can reach out to us with questions even if your claim has been closed.

Employers

When and how do I report a workplace injury?

If your employee is injured in the workplace, and it is not life, limb or eyesight threatening, you and your employee should promptly call Hanover Nurse Triage24 (NT24) at 855-310-6611, 24 hours a day/7 days a week. If the employee is in immediate danger, call 911.

With your call to Hanover NT24, employees receive an immediate consultation from a registered nurse to understand if they need self-care first-aid or a visit to a physician, clinic or emergency room. Our priority is ensuring they get the care they need at the right time.

If you are calling in an injury after an employee has sought care, you will have the option to report the injury only by selecting prompt number 1.

For your convenience, NT24 reports the claim directly to The Hanover – all in one step. For more information, see our NT24 reference guide.

How do I report a claim?

You can report a claim 24/7. Within 24 hours of your claim, we contact you, your employee and the doctor assigned to the case.

Recommended method if your employee has not sought medical care
Phone: Hanover Nurse Triage24 (NT24) at 855-310-6611 (our triage and reporting service). Learn more.

To receive confirmation of first notice of loss, please complete an employee profile.

Alternative methods:
Online: My Hanover Policy or forms
Phone: Hanover First Notice of Loss at 800-628-0250; press 1 for workers’ comp
Fax: 800-762-7788
Email: wcnewlosses@hanover.com

How do I report an injury according to my state?

Use our state-specific workers' comp forms found in your claims kit to report an injury through workers’ comp.

The claims kit includes relevant information for the successful management of your workers’ compensation claims. This kit may include:

  • Mandatory posting notices
  • How to report losses
  • Sample return-to-work programs
  • Medical providers and panels

Your broker or agent will provide this kit to you upon policy issuance, or you may immediately access the kit for your state on hanover.com.

What information do I need to report a workers’ comp claim?

While it is helpful to have as much information as possible, you can report a claim with basic information including name, contact information, description of accident and date of loss. If possible, please try to have some additional information as outlined in our guide.

How does The Hanover support return to work efforts?

Knowing when an injured employee is ready to return to work can be complex. Our team of return-to-work specialists focuses on returning your employee back to safe and productive work as soon as medically possible. They will work with both employers and medical professionals to match an employee’s abilities with suitable work, either to an existing or transitional adaptive role. With assistance from our claims staff, 72% of employees return to work within the first 60 days of their claim.

What provider and medical equipment assets are available to employees?

Our preferred provider network gives employees access to 700,000+ in-network providers and medical equipment suppliers to help control the cost of claims.

What pharmacy networks are available to employees?

Our Pharmacy Benefit Management program offers prenegotiated rates through 60,000+ in-network pharmacies nationwide to help manage out-of-pocket expenses. Your employees will get the medication they need for their work-related injuries. Visit our provider network.

How do I know if my employees’ workers’ comp claim is approved?

Your adjuster will evaluate the reported claim to determine compensability and should notify you of claim status once they have completed their review.

Where do I mail workers’ comp claim-related correspondence?

The Hanover Insurance Company
P.O. Box 15144
Worcester, MA 01615

Providers

How do I submit a medical bill for payment?

Submit claim-related medical bills, along with all supporting clinical documentation to:

Mail:     

Hanover Insurance c/o Medata
P.O. Box 62409
Irvine, CA  92602-6080

Fax: 888-481-0545

Digital mailrooms:

Who do I contact for questions on the status of my medical bill payment?

Phone: Dedicated Hanover-Medata call center: 866-665-5009

Email: assist.medata.com/servicedesk (Hanover access code: 27689)

How do I submit a request for reconsideration of a medical bill?

Submit your reconsideration request along with the original Explanation of Review (EOR) to:

Hanover Insurance c/o Medata
P.O. Box 62409
Irvine, CA  92602-6080

What is the average length of time to have my medical bill paid?  

While jurisdictions have varying timelines, generally, medical bills are addressed within the jurisdictional time frame.

Do I need to submit medical notes with my medical bill?

Yes. The Hanover requires all supporting clinical documentation to review your bill for payment.  Please attach the documentation to your medical bill when submitting to:

Hanover Insurance c/o Medata
P.O. Box 62409
Irvine, CA  92602-6080

Fax: 888-481-0545

Digital mailrooms:

Can I submit my medical bill electronically? 

Yes, you can submit your medical electronically through the following options:

Digital mailrooms:

Fax: 888-481-0545

Who do I contact if I did not get an EOB with my check?  

Phone: Dedicated Hanover-Medata call center: 866-665-5009

Digital mailrooms: Medata's Digital Mailroom (Use Hanover access code: 27689)

Can I receive payment from the medical bill electronically?

Currently, we only provide payment in the form of paper checks.

How do I request a utilization review?

Submit complete utilization review requests per jurisdictional guidelines to:

Email: ProviderHanoverUR@medata.com

Fax: 877-201-5336

Who do I contact for questions on a utilization review request?

Provider inquiries: URInquiries@medata.com

Phone: 855-445-0306

How do I submit an appeal on a utilization review decision?

The utilization review determination letter you received contains instructions to guide you in filing an appeal based on regulations for your jurisdiction. Please refer to that letter and follow the applicable steps to submit your appeal.

 

No

LC 2023-346

Workers' compensation claims FAQs

Whether you’re an employer, employee or provider, our claims professionals have the experience, expertise and tools to support you during the claims process. If you have questions regarding coverage or need additional assistance, please contact The Hanover at 800-628-0250.

 

Jump to FAQs for: Employees | Employers | Providers

 

Employees

Who do I report my injury to?

We are sorry to hear you have experienced a workplace injury. Your injury should be reported to your supervisor or manager as quickly as possible. We want to ensure you get the right care you need and prevent delays in the claim process. Your employer will file a claim on your behalf to The Hanover.

If your employer has not yet reported your injury, you can report the loss directly by calling Hanover Nurse Triage24 (NT24) at 855-310-6611. Please check with your employer prior to calling. This service is available 24 hours a day, 7 days a week. You should also let your employer know that you have reported the claim.

What process do I follow after I have been injured on the job?

If you need immediate medical attention, you should seek treatment at urgent care or an emergency room. To look up a provider please click here. Next, once you have reported your injury to your supervisor or manager, they will file a claim on your behalf. You should also let your employer know you have reported the claim.

When will I be contacted by my adjuster?

If you are losing time from work, your adjuster will reach out within two business days to review your claim and obtain additional information from you.

How will my claim be managed?

Your claim will be assigned to a claims adjuster who will assist you in managing your injuries, paying lost wages and helping you return to work. If applicable, a nurse case manager may also be assigned to help support you in navigating your medical needs. Keeping regular contact with your adjuster and employer will ensure the process runs smoothly and efficiently until you are able to return to employment.

Can I see my own medical provider?

Not all providers accept workers’ compensation patients. It’s important you get the care you need. The most efficient way to find a provider is to use our medical provider look-up tool (see next question for guidance).

How do I find a medical provider?

Our preferred provider network provides access to 700,000+ in-network providers and medical equipment suppliers.

You may also contact The Hanover at 800-628-0250 for assistance.

How do I schedule physical therapy, radiology/imaging, durable medical equipment or transportation/translation if my physician requests these services?

Please contact one of the following resources to assist you with these additional services:

Physical therapy

Durable Medical Equipment

Radiology/imaging

Transportation/translation services

How do I fill a prescription?

Optum has been chosen to manage your workers’ compensation pharmacy benefits for employers and their employees. To fill a prescription for a work-related injury or illness, go to an Optum Tmesys network pharmacy using your temporary pharmacy card.

In most cases, the pharmacy will fill the prescription at no cost to you. Certain medication may require preauthorization prior to dispensing. If your workers’ compensation claim is accepted, you will receive a permanent pharmacy card in the mail. Most pharmacies and all major chains are included in the network.

To find an Optum Tmesys network pharmacy or ask a question, call 888-764-4844 or visit tmesys.com.     

If my provider bills me after workers’ compensation has already made a payment to them, should I pay the balance due?

No, you are not obligated to pay any balance due amounts. If you receive balance due bills from your provider, please forward them to your claims adjuster.

Do I need to hire an attorney?

You are not required to retain an attorney to have your claim administered. If you choose to hire legal representation, all future communications with your adjuster must be handled by your attorney.

When is my claim considered closed?

Once you have fully recovered from your injuries, returned to work and received all benefits due to you, then your claim will be reviewed for closure. Please know you can reach out to us with questions even if your claim has been closed.

Employers

When and how do I report a workplace injury?

If your employee is injured in the workplace, and it is not life, limb or eyesight threatening, you and your employee should promptly call Hanover Nurse Triage24 (NT24) at 855-310-6611, 24 hours a day/7 days a week. If the employee is in immediate danger, call 911.

With your call to Hanover NT24, employees receive an immediate consultation from a registered nurse to understand if they need self-care first-aid or a visit to a physician, clinic or emergency room. Our priority is ensuring they get the care they need at the right time.

If you are calling in an injury after an employee has sought care, you will have the option to report the injury only by selecting prompt number 1.

For your convenience, NT24 reports the claim directly to The Hanover – all in one step. For more information, see our NT24 reference guide.

How do I report a claim?

You can report a claim 24/7. Within 24 hours of your claim, we contact you, your employee and the doctor assigned to the case.

Recommended method if your employee has not sought medical care
Phone: Hanover Nurse Triage24 (NT24) at 855-310-6611 (our triage and reporting service). Learn more.

To receive confirmation of first notice of loss, please complete an employee profile.

Alternative methods:
Online: My Hanover Policy or forms
Phone: Hanover First Notice of Loss at 800-628-0250; press 1 for workers’ comp
Fax: 800-762-7788
Email: wcnewlosses@hanover.com

How do I report an injury according to my state?

Use our state-specific workers' comp forms found in your claims kit to report an injury through workers’ comp.

The claims kit includes relevant information for the successful management of your workers’ compensation claims. This kit may include:

  • Mandatory posting notices
  • How to report losses
  • Sample return-to-work programs
  • Medical providers and panels

Your broker or agent will provide this kit to you upon policy issuance, or you may immediately access the kit for your state on hanover.com.

What information do I need to report a workers’ comp claim?

While it is helpful to have as much information as possible, you can report a claim with basic information including name, contact information, description of accident and date of loss. If possible, please try to have some additional information as outlined in our guide.

How does The Hanover support return to work efforts?

Knowing when an injured employee is ready to return to work can be complex. Our team of return-to-work specialists focuses on returning your employee back to safe and productive work as soon as medically possible. They will work with both employers and medical professionals to match an employee’s abilities with suitable work, either to an existing or transitional adaptive role. With assistance from our claims staff, 72% of employees return to work within the first 60 days of their claim.

What provider and medical equipment assets are available to employees?

Our preferred provider network gives employees access to 700,000+ in-network providers and medical equipment suppliers to help control the cost of claims.

What pharmacy networks are available to employees?

Our Pharmacy Benefit Management program offers prenegotiated rates through 60,000+ in-network pharmacies nationwide to help manage out-of-pocket expenses. Your employees will get the medication they need for their work-related injuries. Visit our provider network.

How do I know if my employees’ workers’ comp claim is approved?

Your adjuster will evaluate the reported claim to determine compensability and should notify you of claim status once they have completed their review.

Where do I mail workers’ comp claim-related correspondence?

The Hanover Insurance Company
P.O. Box 15144
Worcester, MA 01615

Providers

How do I submit a medical bill for payment?

Submit claim-related medical bills, along with all supporting clinical documentation to:

Mail:     

Hanover Insurance c/o Medata
P.O. Box 62409
Irvine, CA  92602-6080

Fax: 888-481-0545

Digital mailrooms:

Who do I contact for questions on the status of my medical bill payment?

Phone: Dedicated Hanover-Medata call center: 866-665-5009

Email: assist.medata.com/servicedesk (Hanover access code: 27689)

How do I submit a request for reconsideration of a medical bill?

Submit your reconsideration request along with the original Explanation of Review (EOR) to:

Hanover Insurance c/o Medata
P.O. Box 62409
Irvine, CA  92602-6080

What is the average length of time to have my medical bill paid?  

While jurisdictions have varying timelines, generally, medical bills are addressed within the jurisdictional time frame.

Do I need to submit medical notes with my medical bill?

Yes. The Hanover requires all supporting clinical documentation to review your bill for payment.  Please attach the documentation to your medical bill when submitting to:

Hanover Insurance c/o Medata
P.O. Box 62409
Irvine, CA  92602-6080

Fax: 888-481-0545

Digital mailrooms:

Can I submit my medical bill electronically? 

Yes, you can submit your medical electronically through the following options:

Digital mailrooms:

Fax: 888-481-0545

Who do I contact if I did not get an EOB with my check?  

Phone: Dedicated Hanover-Medata call center: 866-665-5009

Digital mailrooms: Medata's Digital Mailroom (Use Hanover access code: 27689)

Can I receive payment from the medical bill electronically?

Currently, we only provide payment in the form of paper checks.

How do I request a utilization review?

Submit complete utilization review requests per jurisdictional guidelines to:

Email: ProviderHanoverUR@medata.com

Fax: 877-201-5336

Who do I contact for questions on a utilization review request?

Provider inquiries: URInquiries@medata.com

Phone: 855-445-0306

How do I submit an appeal on a utilization review decision?

The utilization review determination letter you received contains instructions to guide you in filing an appeal based on regulations for your jurisdiction. Please refer to that letter and follow the applicable steps to submit your appeal.