Privacy Policy

The Andover Companies Notice of our Privacy and NY Protocol for Victims of Domestic Abuse Policies


Cambridge Mutual Fire Insurance Company
Merrimack Mutual Fire Insurance Company
Bay State Insurance Company


Customer Privacy Is Our Concern

We at The Andover Companies - a group of affiliated, jointly managed insurance companies named above - are committed to protecting the privacy of our customers and the confidentiality of their personal information. This Notice of Privacy Policy describes our privacy practices regarding information about applicants who seek, and customers who obtain, insurance products and services from us for personal, family, or household use.  Our collection, use and disclosure of non-public personal information (“personal information”) about such applicants and customers are governed by this Notice of Privacy Policy and regulated by law.

We maintain physical, electronic and procedural safeguards that comply with state and federal regulations to guard the personal information in our records. We also limit employee access to personal information to those with a business reason for knowing such information. Employees are required to know and comply with our privacy and confidentiality rules and we take measures to enforce employee privacy responsibilities.

We do not disclose personal information about our applicants, customers or former customers to anyone except as permitted or required by law. We make no disclosures of personal information to other companies for their direct marketing activities; for example, we will not sell customer names to catalog companies.


The Types And Sources Of Personal Information We Collect

We obtain most of our personal information from applicants and customers, directly or through independent insurance agents, on application or other forms, by phone, mail, via online submissions, or in person. Such information may include identifying and biographical information, e.g., social security number; driver’s license number; information about employment status and history; marital status; residency and home ownership; insurance coverage, premium, and claim history; and investigative information related to claims such as witness statements and police reports. We may also use information about customers from their other transactions with us and our independent insurance agents.

Depending on the nature of an insurance transaction, we may need additional information about an applicant or a customer. As an example, for Personal Umbrella Coverage, we may need information from motor vehicle records; for property coverages, we may send someone to inspect the property and verify information about its value and condition. A photo of any property to be insured might be taken. We may review claim and loss histories, such as insurance claims information and other loss information reports, and we may also obtain financial information to adjust some claims.

We may obtain the additional information we need from third parties, such as other insurance companies, government agencies, insurance support services, information clearinghouses, courts and other public records. We may receive consumer credit information from a consumer reporting agency. The agency that prepares a consumer report for us may retain that report and disclose it to other persons as permitted by law. We do not gather information through investigative consumer reports, i.e., a consumer report in which information about a natural person’s character, general reputation, personal characteristics or mode of living is obtained through personal interviews with the person’s neighbors, friends, associates, acquaintances or others who may have knowledge concerning such items of information.


Our Uses Of Personal Information

We collect and use personal information for business purposes in connection with our insurance relationship with our customers and prospective customers. These business purposes include evaluating applications for our insurance products or services, administering our products or services, responding to claims for coverage and benefits, and processing other transactions requested by our customers. We review such personal information in acting on applications for insurance coverage and in determining premium rates, issuing and servicing insurance policies and settling claims.

If coverage is declined or the charge for coverage is increased because of information contained in a consumer report we obtained, we will inform the applicant as required by state law and the federal Fair Credit Reporting Act. We also will give the applicant the name and address of the consumer reporting agency making the report.

The personal information we collect may be retained both in our records and in the customers’ agents’ files. We may retain personal information about our former customers and may disclose that information as described in this Notice of Privacy Policy.


Disclosure Of Personal Information

We will disclose personal information to others only when it is necessary to conduct our business or is required by law. We may disclose all information we collect, as described above, to the following types of third parties for the following purposes:

  • Providers of various business services, to enable them to perform such services for us or on our customers’ and/or on our behalf, such as assisting us in evaluating and processing requests for insurance or benefits, assisting with other transactions requested by prospective and actual customers, and performing general administrative tasks for us. Such recipients may include, though would not necessarily be limited to:
    •  insurance agents and brokers;
    • claim adjusters, appraisers, investigators and attorneys who need the information to investigate, defend or settle claims involving our customers;
    • our auditors, data processors, and reinsurance companies;
    • consumer reporting agencies; and
    • insurance support organizations, to whom we may provide policy and claim history information for use in insurance transactions, including for the purpose of detecting and preventing insurance crimes, misrepresentation, nondisclosure, and fraudulent claims;
  • Certificate holders or policyholders, to inform them about the status of an insurance transaction;
  • Lienholders, mortgagees, lessors or other persons shown on our records as having a legal or beneficial interest in a customer’s policy;
  • Insurance regulatory agencies in connection with the regulation of our business;
  • Law enforcement or other governmental authorities to protect our legal interests or in cases of suspected fraud or illegal activities;
  • Authorized persons as ordered by a subpoena, warrant or other court order or as required by law; or
  • To other third parties as permitted by law.


Access To And Correction Of Information

Customers have the right to be informed whether we have certain types of personal information in our files about them, to have reasonable access to it, and to receive a copy. However, we may elect not to disclose certain types of information collected in connection with evaluation of claims or possible lawsuits.

To exercise the right to access described above, a customer must submit a written inquiry to our Chief Information Security Officer at the contact address provided below. Such inquiry must state the customer’s name, address, date of birth, type of policy held or applied for, and the number(s) of all policies issued by us to the customer.  The inquiry must also provide a copy of personal identification of the customer, such as a driver’s license, as well as a reasonable description of the information to which the customer wishes to have access.

If such information is in our possession and is reasonably locatable, retrievable and available, we will, within thirty days of our receipt of the customer’s request, inform the customer in writing of the nature and substance of such information and, upon the customer’s request, will send him or her a copy of such information. In addition, we will disclose to the customer the identity, if recorded, of persons to whom we have disclosed the customer’s personal information within two (2) years prior to the customer's request or, if such identity is not recorded, the names of organizations and persons to whom we normally disclose such information. We will also inform the customer of the name and address of any consumer credit reporting agency that prepared a report about the customer so that he or she may contact the agency for a copy of that report.

If, after reviewing such information, a customer notifies us that any of it is incorrect and should be corrected, amended or deleted, we will consider the request and within thirty business days either change our files, or inform the customer that we did not change our files, and the reason for that determination. If we do not make changes, the customer will have the right to insert in our file a concise statement containing what he/she believes to be the correct, relevant or fair information and explaining why he/she believes the information on file to be improper. We will notify persons designated by the customer to whom we have previously disclosed the information of the change or the customer’s statement. Subsequent disclosures we make also will include the customer’s statement.


Notice Regarding New York Domestic Violence Protections

New York Insurance Law § 2612 provides certain confidentiality protections for victims of domestic violence. Under that law, if a person covered by an insurance policy provides the insurer with a valid order of protection against a policyholder or another insured under the policy, then the insurer may not disclose the protected insured’s address or telephone number to that person for the duration of the order. The law also prohibits insurers from taking various types of actions against an individual solely because he or she is a victim of domestic violence.

If you are covered under an Andover Companies insurance policy in New York and would like to request confidentiality in connection with a valid order of protection, please send a copy of the order of protection via certified mail to the address listed below. Along with this request, you may also provide us with an alternative address, telephone number, or other method of contacting you.

For additional information about domestic violence resources in New York, you may contact the New York State Domestic and Sexual Violence Hotline by calling 1-800-942-6906. 


Contact Information

We may be contacted in writing at:

Chief Privacy Officer

The Andover Companies

 95 Old River Road

 Andover, MA 01810-1078

Consult with an agent for a custom quote

Work with one of our local independent agents to get a personalized quote based on your needs.