Travelers ePHR - FAQs

Why do I need to complete a Policyholder Report?

At the beginning of the policy period, your agent and a Travelers underwriter estimate premiums based on your expected business operations. After the policy period is complete, we do an in-depth review of your operations to determine if premiums are set properly. We may need to adjust your premiums based on actual business outcomes, given changes that may have occurred in your business because of changing market conditions. The Policyholder Report allows us to determine your actual premium, based on your operations within the policy period.

Why did I get this letter for Electronic Policyholder Reporting?

Receiving an ePHR® invitation letter means your business is eligible to participate in our Electronic Policyholder Reporting program. This means you can skip the hassle of filling out and mailing paper reports and simply provide your business information electronically. The invitation letter contains the User ID and Personal Identification Number (PIN) needed to access this online reporting tool.

Must I provide the information?

Yes. According to the terms of your policy, you’re required to provide Travelers with accurate information about your business at the conclusion of the policy period.

Must I complete the form online?

No. But we think you’ll prefer it once you do. It’s a quick, easy way for you to share information with Travelers. You simply go online to complete the report and then upload or fax us the documentation. However, if you’re unable to respond online, you can certainly call Customer Service at 800.842.4271 or send an email to auditcs@travelers.com and request a paper Policyholder Report.

Can I have my accountant or bookkeeper provide the information?

Absolutely! You can authorize or delegate another individual to provide the information on your behalf. To do so, register your ePHR® and the onscreen instructions will explain how to delegate authority to another person.

What is my ePHR® User ID?

Your ePHR® User ID is a unique identifier used to securely share your business information with Travelers. There are three easy ways to find it.

Via Invitation Letter

We sent a letter to business owners at the end of the policy period which contains the User ID and Personal Identification Number (PIN) needed to access your ePHR® .

Via Registration Email

At the time of registering your ePHR®, a confirmation was sent to your email address. Look for the User ID at the top of that email.

Via Customer Service

Call Customer Service at 800.842.4271.

I lost my letter with the User ID and PIN. Can I get another copy of the invitation letter?

You'll automatically receive a second invitation letter 20 days after the date of the first letter. If you don't want to wait, you can call Customer Service at 800.842.4271 or send an email to auditcs@travelers.com and request a copy to be mailed. Please note that for security reasons, Customer Service cannot provide the User ID and Personal Identification Number (PIN) over the phone or via email.

I want to see my completed report. How do I do that?

You may view and print your completed ePHR® from the View Forms page. After logging into ePHR®, select the action to “View Forms.” A page will display, listing all of the forms associated with your ePHR. Selecting the View Forms button will launch a PDF file, the first part of which contains the answers to the questions you answered online. You may use the File | Print feature to print just the first few pages containing your answers, or you may elect to print the entire packet, including cover sheets for faxing.

I lost my cover sheet. How do I print another?

You can print the cover sheet from the Supporting Documents page. After logging into ePHR®, select the action to “Access Supporting Documents.” Find the shaded row for the cover sheet that you’d like to print and select the “Coversheet” action. After the coversheet displays, you can click on “Print Form” in the upper left corner, or use the browser menu for File | Print.

Can I attach or upload supporting documents electronically?

Yes. If you fax documents using the cover sheets, it may take over two hours for the faxes to be processed. However, when you upload the documents, they display immediately. After logging in, select the action to “Access Supporting Documents.” On the Supporting Documents page, find the shaded row for the document you wish to attach or upload and select the action to “Upload.” A page displays which allows you to browse your desktop for the document, type a description, and then upload the document. If the action to upload is no longer available, call Customer Service at 800.842.4271 or send an email to auditcs@travelers.com for assistance.

I forgot my password. How do I recover it?

At the ePHR® log in page, click on Forgot your password?, enter in your User ID, and an email will be sent to you explaining how to reset your password.

I missed the deadline to send you the ePHR® . Can I still complete it online?

Yes, however first call Customer Service at 800.842.4271 or send an email to auditcs@travelers.com and ask to have the ePHR® reopened. Before calling, make sure you still have the invitation letter containing the User ID and Personal Identification Number (PIN) needed to access the tool. If you don’t have the letter, request a copy at the same time you ask to have the ePHR reopened.

Can you explain how the audit premium is calculated?

Most customers will receive a Premium Audit Adjustment Notice when either the physical audit or Policyholder Report are completed. This document provides details about the calculation of the audit premium. This form is very similar in format to the policy you received at inception. If you have questions about the calculation, call Customer Service at 800.842.4271 or send an email to auditcs@travelers.com for additional detail.

Why did I receive an estimated audit?

If you've been unable to send us a policyholder report or supporting documentation, or attend an audit appointment, we provide you with an estimated audit.
However, you can eliminate the estimated audit billing by completing the ePHR® and sending us the supporting documentation we need to complete the review. Or use your original audit appointment contact information to request rescheduling. If you have questions, contact Customer Service at 800.842.4271 or send an email to auditcs@travelers.com.
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