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 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.

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® Temporary User ID?

Your ePHR® Temporary 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 Temporary 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, save and print your completed ePHR® at the end of the interview. The PDF will display the questions and answers provided within the interview.

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

You can print the cover sheet from the Supporting Documents page. The page allows you to print an individual cover sheet or print all coversheets.

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. Navigate to the Supporting Documents page. An "Upload" action is provided that allows you to browse and attach the documents you wish.

I forgot my password. How do I recover it?

At the ePHR® log in page, click on Need Login Help?, and assistance will be provided.

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

Yes, verify you still have the invitation letter containing the Temporary User ID and Personal Identification Number (PIN) needed to access the tool. You can follow the instructions included there. If you don't have the letter, call Customer Service at 800.842.4271 or send an email to auditcs@travelers.com to request a copy.

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.