COVID-19: Frequently Asked Questions
Below are answers to some of the common questions we’ve been hearing from customers. If you need further assistance, please contact us.
A: Yes. To ease the financial burden that many individuals and businesses are facing due to COVID-19, Travelers has expanded billing relief for all U.S. customers.
Specifically, we have suspended cancellation and nonrenewal of coverage due to nonpayment through June 15, 2020. We will not charge interest, late fees or penalties during this period, providing policyholders extra time to pay their premiums without risking cancellation.
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A: Claims can be made at any time by visiting our Claim Center, where we have a variety of digital resources, including photo and document upload capabilities and access to claim status information. You can also report a loss by calling 1-800-Claim33.
A: We have adjusted the claim inspection process to rely more heavily on our extensive inventory of state-of-the-art digital and virtual tools, and we are taking extra precautions if an in-person inspection is needed.
We have a number of virtual inspection options available and will work with you to choose the one that is most appropriate based on the type of damage and the individual situation. These tools and methods allow our claim professionals to effectively “see” damage without physically being on-site. Our virtual options include real-time video chat and apps that guide you through the process.
In addition, we have suspended vehicle inspections through April 30, 2020, in states that typically require one.
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A: We’re working with business customers and their agents and brokers to address specific needs based on underwriting and state regulatory requirements, including:
- Providing premium credits for commercial auto policyholders whose vehicles have been taken off the road.
- Adjusting exposures for general liability and workers compensation policies, taking into account reduced payroll, sales and receipts.
A: Yes. We are providing telemedicine options for injured employees through workers compensation, including a temporary telerehabilitation program for those who are concerned about attending or unable to attend physical therapy visits in person. To take advantage of this program, contact your Travelers Claim or Medical Professional.
In addition, injured workers can call 1-800-238-6225 to report a new workers compensation claim. If eligible, an injured employee may be referred to telemedicine for an initial virtual visit with a physician.
A: We recommend reviewing your policies and speaking with your agent or broker to assess your current coverage. Some areas to consider include cyber liability, commercial auto, management & professional liability and workers compensation.
In addition, we recommend sharing with your employees best practices for working remotely, including tips related to home office ergonomics, to make them aware of potential risks of working from home.
A: We recognize that completing your premium audit may be more challenging as a result of this situation, so we have adapted our process to make it easier and safer during this time. Until further notice, we will be conducting premium audits virtually. You will now be able to leverage our secure portal and speak with an auditor over the phone during your appointment.
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A: Applying to employers with fewer than 500 employees, the Act amends the Family and Medical Leave Act to allow an employee who is unable to work to take leave to care for a son or daughter if the child’s elementary or secondary school or place of care has been closed due to a “public health emergency.” The Act also adds a paid sick leave obligation: employers must make available 80 hours of paid sick leave for full-time employees if certain conditions are met.
A: Auto insurance is required in most states, and many states have specific regulations when removing or reducing coverage from a vehicle. You also want to be sure you are covered for the times you may be driving (e.g., going to the grocery store or medical appointments). Contact your independent agent, broker or a Travelers representative if you are considering any changes to your policy.
A: Because every situation is different, specific policy questions on premiums, discounts, deductibles, etc., should be handled individually. We recommend that customers get in touch with their independent agent or a Travelers representative to discuss the circumstances.
A: Given the day-to-day changing of circumstances, we do not recommend removing the “away at school” discount at this time.
And if your child is now home and using the family vehicle but not listed as a driver on your policy, please contact your independent agent or a Travelers representative to review your individual situation.
A: Working from home for a temporary time period should not require a change to your homeowners insurance. If you are running a business from your home, we recommend you call your agent or a Travelers representative.
A: On March 18, 2020, we paused all on-site exterior and interior property inspections for new policies and renewals. Starting April 24, 2020, we resumed exterior inspections in all locations except California, Connecticut, Florida, Massachusetts, New Jersey, Washington and downstate New York. All interior inspections remain paused.
While we have resumed exterior inspections, we have updated the process to comply with social distancing and protective equipment guidelines. Inspections can be done without an in-person interaction.
- Inspectors will call customers from their vehicles upon arrival.
- If inspectors cannot reach customers, they will knock on the door and maintain social distancing guidelines.
If customers are uncomfortable having the inspection completed, they can opt to postpone the inspection.
A: As of right now, yes. However, it’s a fluid situation with the pandemic, and we continue to evaluate future inspection options.
A: No. Travelers will not decline, cancel or non-renew a policy solely due to the refusal of an inspection during the COVID-19 pandemic.
A: We are not currently offering new Special Event insurance policies, but we are closely monitoring the ongoing situation and will provide an update when the coverage is available.
A: We will evaluate each claim on its own merits, the facts presented, all applicable policy provisions and any applicable laws. To file a claim, please reach out to our claims department at 1-800-238-6225.
Stay-At-Home Auto Premium Credit
A: The Stay-at-Home Auto Premium Credit Program provides a 15% credit to U.S. personal auto insurance customers on their April, May and June auto insurance premiums. The company will automatically credit customers’ accounts, providing them relief during this time.
A: The program is available to U.S. personal auto customers who have policies-in-force for any time between April 1, 2020, and June 30, 2020.
In California, we are also working the department of insurance in response to its bulletin asking carries to review March premiums.
A: It applies to each personal auto policy regardless of the number of drivers.
A: No. The credit will be automatically applied to all U.S. personal auto insurance customers. No action is needed on your part.
A: That will vary based on your payment method:
- If you pay by monthly installment: The credit will be applied to future bills. The April credit will be applied by June 20, the May credit will be applied by July 20, and the June credit will be applied by August 20.
- If you have a recurring automatic payment through your bank account (EFT) or credit card: The credit will be spread out across your remaining installments starting in May for the April credit, June for the May credit, and July for the June credit.
- If you have already paid your policy in full: The credit will be issued to you via your last payment method – the April credit will be issued in May, the May credit will be issued in June, and the June credit will be issued in July.
- If you paid by payroll deduction: The credit will be mailed to you via check. The April credit will be mailed in May, the May credit will be mailed in June, and the June credit will be mailed in July.
A: We will continue to assess the program as more information comes to light about the impact of the COVID-19 crisis on the driving environment and auto claims.