Premium Audits During COVID-19

As we continue to monitor ongoing developments related to COVID-19, please know that nothing will compromise our commitment to taking care of our customers.

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.

If you have a confirmed physical audit appointment, a Travelers Premium Auditor will contact you in the coming days to discuss completing your audit virtually.

If you need to schedule an audit, have questions about an upcoming audit or are having trouble accessing our secure portal, please visit our Premium Audit website or contact Customer Service at 1-800-842-4271. Representatives are available Monday through Friday from 8 a.m. to 7 p.m. ET.

Workers compensation presumption legislation varies by state. Click here to view a state-by-state guide compiled by the National Council on Compensation Insurance.

COVID-19 has created unique conditions that have impacted employers’ staffing and business operations. To help you keep track and report payroll during the pandemic, we have created a Payroll FAQs and Recordkeeping Tips document to help make your premium audit easier.

Frequently Asked Questions

Q. Our business, accountant or payroll company is closed, and we cannot access our books and records to complete our audit by the due date. What can I do?

A: We recognize the impact that COVID-19 may have had to your business and your ability to complete your premium audit. If you received a notice for a virtual audit and find yourself in this or a similar situation, please contact our Customer Service representatives at 1-800-842-4271 to discuss alternatives or to reschedule your audit. If you have been requested to complete an audit online using ePHR and have not completed an audit, you will receive a new letter with a later due date.

Q. I missed the online audit deadline. Can I still send in my information?

A: Yes. Log in to the Premium Audit website, answer the questions and submit your documents using our secure portal. Alternatively, you can email documents to auditsupport@travelers.com.

If you prefer to fax your information to us, please use the cover sheets available under “Access Supporting Documents” available on the Premium Audit website for proper routing of your documents.

If you have not registered on the Premium Audit website, you can always fax your documents to Customer Service at 1-800-879-0892. Be sure to include a cover page with your policy number and effective date.

Q. I received an audit noncompliance letter in the mail. Can I get an extension?

A: Yes. If you are using the ePHR tool, logon to the secure site and submit your missing information. Once all requested information has been received, you will be no longer be “noncompliant.” If you received a physical or virtual audit request, contact your auditor to reopen your audit and submit the necessary documents to complete your audit virtually.

You can always contact Customer Service at 1-800-842-4271 to answer any Premium Audit questions you may have. Representatives are available to assist you Monday through Friday from 8 a.m. to 7 p.m. ET.

Q. I have an appointment scheduled to meet with an auditor in person. Will I need to attend the meeting?

A: No. For the safety of our customers and employees, Travelers will conduct virtual premium audits until further notice. You can keep your existing appointment time, and your auditor will contact you to review your information over the phone. If you prefer a physical audit appointment, please contact Customer Service at 1-800-842-4271. Representatives are available Monday through Friday from 8 a.m. to 7 p.m. ET.

Q. I have an audit appointment but need to reschedule it.

A: Please call Customer Service at 1-800-842-4271. Representatives are available Monday through Friday from 8 a.m. to 7 p.m. ET.

Q. What is a virtual audit?

A: A virtual audit is one that is conducted electronically and over the phone. Using the registration or login information in your invitation letter, you will submit your audit documents to our secure portal. A Travelers auditor will contact you and review your information over the phone. This short video explains the virtual audit process.

Q. Are you offering billing arrangements during this time?

A: Travelers is offering billing support to its customers who are financially affected by the actions being taken to reduce the spread of COVID-19. Please refer to our dedicated COVID-19 site on Travelers.com for more information or call 1-800-252-2268 to discuss your specific situation.