How Premium Audit Can Strengthen Client Loyalty

Premium audit might not be the first subject you raise with a workers’ comp client, but it can be a powerful and memorable tool when managed by the right carrier. It can strengthen client relationships, reinforce your value, and help your agency retain business.

At Summit, we work hard to understand your clients’ priorities. That mindset shapes how we approach every audit, and it’s one of the reasons agents trust us to support their book of business.

To help independent agents understand how to make the most of this opportunity, we spoke with Eric Jones, assistant vice president of premium audit at Summit. With nearly two decades of experience and a background in education, Eric can turn a technical topic into a common sense strategic advantage.

“Premium audit is really about making sure the client pays the right amount for the coverage they actually used,” Eric explains. “At Summit, it’s not about catching mistakes or creating friction—it’s about accuracy and fairness.”

Because workers’ comp premiums are based on actual payroll and job classifications, the audit ensures the final premium reflects real exposure. That means clients aren’t overpaying or underpaying, and they can feel confident in the value they’re receiving.

“When clients understand the value of a premium audit, they’re more likely to trust the process and their agents,” Eric says.

A big advantage of Summit’s system is that nearly all audits are handled by in-house specialists, many of whom are assigned year after year to the same client.

“More than 90% of our audits are done by Summit employees,” Eric says. “That means your clients are working with someone who understands the nuances of workers’ comp and is focused on delivering a consistent, high-quality experience every year.”

Because we get to know your clients, we’re able to offer personalized support. That consistency leads to faster answers, fewer surprises, and a smoother experience overall.

“And if your client has questions or isn’t sure what to submit, send them to us,” Eric encourages. “Our premium audit team is happy to walk them through what’s needed and help them get organized. You can rely on us to support your clients and make the process easier for everyone involved.”

Summit conducts both mail and field audits, based on the nature of the account.

“For many small or straightforward businesses, a mail audit is quick and convenient,” Eric says. “Clients can submit documents by email, fax, electronic upload, or mail, with no appointments and no disruptions.”

For more complex businesses, field audits allow for a more detailed review and personalized support.

“Having both formats available helps ensure the process is efficient and respectful of the client’s time,” Eric adds. “That kind of experience reflects well on the agent and reinforces the value they bring.”

When audits go well, they reinforce your value as an agent. You’re helping clients avoid billing surprises, feel confident in their coverage, and understand how their business operations affect their insurance. That builds loyalty, and loyal clients are more likely to renew, refer others, and trust your recommendations.

“Agents who lean into the audit process rather than avoid it, show their expertise and deliver real value,” Eric says.

And with Summit’s support, you don’t have to do it alone.