FAQs

Why do I need to complete a Policyholder Report or participate in an audit?

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, or in-person audit, allows us to determine your actual premium, based on your operations within the policy period.

Can I receive a copy of the audit worksheets?

Yes. You may request to have a copy of the audit worksheets emailed, faxed, or mailed to you. Call Customer Service at 800.842.4271 or send an email to auditcs@travelers.com and specify how you prefer to receive it. Please have your policy number and policy period effective date available. This information may be found on the original policy paperwork, on your Premium Audit Adjustment Notice, or on your
renewal notice.

Can I receive a copy of my Policyholder Report?

Yes. If you completed your Policyholder Report online, logon to ePHR and obtain a copy under View Forms. If you completed a paper Policyholder Report, you may request to have a copy emailed, faxed, or mailed to you. Call Customer Service at 800.842.4271 or send an email to auditcs@travelers.com and specify your preferred method of delivery.

Please have your policy number and policy period effective date available. You can find this information on the original policy paperwork, on your Premium Audit Adjustment Notice, or on your renewal notice.

Will you explain how the audit premium is calculated?

Most customers will receive a Premium Audit Adjustment Notice once they complete the audit or Policyholder Report. This document provides details about the calculation of the audit premium. This form is very similar in format to the policy you first received. 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 can't I complete the Policyholder Report online?

Effective January 2011, most customers who currently receive our paper Policyholder Report will be able to complete their report via our new Electronic Policyholder Report (ePHR®) process. Visit the ePHR® section for more information about this electronic reporting process.

Can I get an extension to complete the Policyholder Report?

If you're having trouble getting the Policyholder Report completed on time, please call Customer Service at 800.842.4271 or send an email to auditcs@travelers.com.

How will I know if you received the Policyholder Report I sent?

You can verify the status of your Policyholder Report in two ways: By contacting our automated system at Customer Service at 800.842.4271. One of the prompts will be to check your report status. Or, you may send email to auditcs@travelers.com and request the status of your report.

I missed the deadline to return my completed PHR. Can I still send it in?

Of course. You may either email the completed Policyholder Report and any requested supporting documentation to auditcs@travelers.com, or you may fax it to 800.879.0892. Please note that this fax number should be used only for Policyholder Reports you received in the mail. If you received an invitation to use our Electronic Policyholder Report (ePHR®) tool, use the fax number printed on the cover sheets.

Can I email the Policyholder Report to you?

You may email the completed Policyholder Report and any requested supporting documentation to auditcs@travelers.com.

What is the fax number to return the Policyholder Report?

You may fax the completed Policyholder Report to 800.879.0892. Please note that this fax number should be used only for Policyholder Reports you received in the mail. If you received an invitation to use our Electronic Policyholder Report (ePHR®) tool, use the fax number printed on the cover sheets.

What is my billing account balance?

Contact a Travelers Billing service representative at 800.252.2268 for assistance with your policy accounting questions. You'll notice that this phone number is different from our regular Customer Service number.

When will I receive my refund?

A Travelers billing service representative can help you with that. Call 800.252.2268 for assistance with your policy accounting questions. (Please note that this phone number is different from our regular Customer Service number.)

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 sending us the information we need to complete the review and/or by attending an audit appointment. If you have your original audit appointment information, use the contact information to request rescheduling. Otherwise, contact Customer Service at 800.842.4271 or send an email to auditcs@travelers.com. If you still have an original Policyholder Report form sent to you via mail, complete the report, attach the requested supporting documentation, and fax to 800.879.0892 or email to auditcs@travelers.com. If you have questions, contact Customer Service at 800.842.4271.

Why is my audit premium different than my initial premium?

At the beginning of the policy period, we estimate premiums based on your expected business operations. After the policy period is complete, we review your operations in detail in order to adjust your premiums -- either up or down -- based on actual business outcomes.
Most customers will receive a Premium Audit Adjustment Notice upon completion of the audit or Policyholder Report. This document provides details about the calculation of the audit premium. This form is very similar in format to the policy you first received. 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.

What type of policy do I have -- workers compensation or general liability?

If you used our Electronic Policyholder Report (ePHR®) tool, the Policy Summary page you see upon logging in will indicate if it's workers compensation or general liability policy.

If you received a Policyholder Report in the mail, you need to look at the first set of characters of the Policy Number to determine the type of policy. Policy numbers beginning with UB or JFMW are workers compensation policies, while all other prefixes indicate a general liability policy. You can find the Policy Number on the right side of the first page of the report.

How do I dispute my audit?

You may dispute your Policyholder Report results by calling Customer Service at 800.842.4271. Alternatively, you may submit a written dispute. The written dispute should include: What is being disputed, the name of a contact person, contact information, and documentation to support your dispute. Fax your dispute to 800.879.0892 or send an email to auditcs@travelers.com.