​Premium Audit COVID-19 Frequently Asked Questions

The situation is quickly changing as COVID-19 is developing in the U.S. and globally, with potential impacts to your business. Review the frequently asked questions below to learn more about our approach to premium audits during this challenging time.

​My auditor left me a message to schedule my premium audit, but I have shut my business down temporarily due to COVID-19. Do I still have to complete my audit?
​In this ever-changing environment, our premium auditors are being extremely flexible. There is no need to complete your premium audit immediately. However, we still want to ensure you are only paying premium on the coverage you need. Your premium auditor can work with you to schedule a time in the future that will work best for you to conduct your audit in person or virtually.
​I am self-quarantining and cannot meet with my auditor in person. What do I do?
All our premium auditors have suspended in-person visits through at least June 1st. However, we have other ways of conducting premium audits including online and virtually. Your premium auditor will share which process can work best for your business and your current situation.
​Can't my premium auditor just do my audit in person?
Liberty Mutual has implemented a global travel restriction for all employees through at least June 1st. For the safety of our employees and yours, no in-person audits are to be conducted prior to at least June 1st. Your premium auditor can schedule your in-person audit after June 1st on a date that is convenient to you.
​Can't I just mail my records to the auditor?
​Please mail copies of your records (not originals) and contact your premium auditor so they know to expect them. You can mail copies of your audit records to: Premium Audit, 100 Liberty Way, Dover, NH 03820. Please mark the attention to your auditor and reference your policy number. We also accept records via e-mail PremiumAuditServices@LibertyMutual.com or via fax 1-866-809-7806.
​I can't get in touch with my auditor after they left me a message. Who do I contact to schedule my audit?
If you are having trouble reaching your premium auditor, please contact our customer support team at 1-888-224-9246 and they will assist you.
​I received an e-mail/letter to complete my eReport audit, but I don't have access to my records to complete my audit because of COVID-19. Can I do this some other time?
Yes, you can do this when you and your business are in a better situation to access your records. For all states, you can complete your audit online up to six (6) months after your policy expires by using the same secure access code. If you need longer than six months, we ask that you contact our customer support team at 1-888-224-9246 to request a longer extension.
​I can't get this eReport audit done by the due date, can I have more time? Will I get a bill if I can't complete this on time?
Yes, you may have additional time. You can complete your audit online up to 6 months after your policy expires by using the same secure access code. If you need longer than six months, we ask that you contact our customer support team at 1-888-224-9246. We are not issuing non-compliant audit charges for customers who are impacted due to COVID-19.
​I received a paper mail form but I don't have access to my records to complete my audit because of COVID-19. Can I do this some other time?
Yes, you can do this when you and your business are in a better situation to access your records. We ask that you contact our customer support team at 1-888-224-9246 to let us know.
​I have laid people off and closed my business because of COVID-19, how will this impact my policy and premium?
We are sorry that you made the difficult decision to close your business because of COVID-19. As your policy is based on estimated exposure, your final premium audit will determine your final premium. You should contact your agent/broker regarding the impact to your policy.
​I have closed locations and reduced my staff dramatically due to COVID-19. How do I make changes to my in-force policy to reflect these changes?
​Please contact your agent/broker to discuss these changes and they will work with members of our underwriting team on your behalf.
​I have sent all my field employees to work from home and/or I am paying my employees for idle time as they cannot work due to COVID-19. How will this impact my premium audit?
​We have worked with the National Council on Compensation Insurance (NCCI) as well as all the regulatory state bureaus to understand how to handle these situations at audit. Please keep appropriate payroll records to show your premium auditor if you have employees who have been furloughed (still being paid but not performing work) or who have had a temporary change in job duties. Examples of temporary changes in job duties:
  • Field employees temporarily working from home
  • Field employees temporarily performing clerical/office/yard duties
  • Employees now performing delivery services (ex: restaurant server now delivering food)
​My company has started to manufacture personal protective equipment (Ventilators, Vaccines, COVID Test Kits, Masks, Gloves, Face Shield, etc.). How will this impact my policy and my premium audit?
For coverage questions, please contact your agent/broker. Please provide any gross sales for these items to your premium auditor for review. If these items were donated, please provide your auditor with market value of these items or quantity of items donated.
​My company has started to manufacture hand sanitizer. How will this impact my policy and my premium audit?
For coverage questions, please contact your agent/broker. Please provide any gross sales for these items to your premium auditor for review. If hand sanitizer was donated, please provide your auditor with market value or quantity of hand sanitizer donated.

 

​Premium Audit Questions

For questions please contact our customer service team:

1-888-224-9246
Email
Online Request Form
Fax: 1-800-800-3723 

If your policy number is in the 15-character, alphanumeric format (e.g. WCC-123-456789-015):

1-800-231-3484
E-mail
Online Request Form
Fax:
1-603-422-0144 (Mail Forms)
1-603-334-0291 (Disputes)