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Customer Service

Frequently Asked Questions

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The following commonly asked questions provide information about your bill, making payments and managing your accounts online, accessing claims information or reporting a claim and viewing your policy. Please click the plus sign next to any of the questions below to see the answer.

  • How do I sign into the customer self-service site?

    You can sign into the customer self-service site by entering your user ID and password in the “Please Sign In” box in the upper right hand corner of the www.selective.com home page.

    If you have not yet registered, you can do so by clicking the "Need a Customer ID and Password?" link beneath the sign in boxes. If you have registered and cannot remember your user ID or password, you can click the "Forgot User ID or Password?" link beneath the sign in boxes for email assistance.

  • What if I forgot my User ID or password?

    Please select Forgot Password or ID link in the top right corner of the www.selective.com page. You will be asked to answer the security question you selected when you registered. An email will then be sent to the email address on file containing the requested information.

  • How do I view my bill online?

    If you have not already registered for a User ID and password, follow the instructions under "How do I sign into the customer self-service site?" above. For registered users, log in at www.selective.com, and click the "View and Pay Bills" button on the right side of the screen to go to the Billing and Payments screen. You must have Adobe® Acrobat® Reader® software to view your bill online.


    "Adobe", "Acrobat" and "Reader" are registered trademarks of Adobe Systems Incorporated in the United States and/or other countries. All rights reserved.

  • How can I pay my bill?

    We offer four convenient ways to pay your bill:


    1. Pay Online
    You may pay online using your checking or savings account or your credit card (eligibility requirements apply).

    You must sign in to pay your bill online. If you have not yet registered, simply click the Register Online link from our home page and complete the new user registration.

    Once you have signed in, you can simply click the "View and Pay Bills" button.

    Registering to pay and manage your bills online also gives you access to 24/7 real-time account information, policy information and claims information. You can also sign up for automatic payments, which will eliminate installment fees and late fees, and opt to receive email alerts on your account.

    2. Pay by Phone
    To pay by phone using our Automated Phone Payment System, please call 888-974-7400.

    3. Pay By Mail
    You can mail your payment to:

    Selective Insurance Company of America
    Box 371468
    Pittsburgh, PA 15250-7468

    Please remember to include your bill account number.

    4. Pay Your Agent Directly
    If you normally pay your insurance policy directly to your agent who bills you, you will not have access to the Billing & Payment information on the site and you should continue submitting your payment to your agent.

    What if I don’t see the Billing & Payments section after signing in?
    Customers who pay their Selective bill directly to their agent will not have access to the Billing & Payments section of this site. Contact your agent to make a payment.
  • Can I pay my bill using a credit card?

    Yes, we accept VISA® and MasterCard® *. All personal lines accounts may be paid by credit card. Commercial accounts with total premium under $25,000 for all policies may be paid by credit card.


    *"VISA" is a registered service mark of Visa International Service Association in the United States and other countries. All rights reserved.


    "MasterCard" is a registered trademark of MasterCard Worldwide. All rights reserved.

  • When will my payment post to my account?

    Payments requested before 5:30 PM ET will post to your account the following banking day. Your bank usually deducts the payment from your account within 2 banking days of the day you request the payment.

  • Why am I being charged an installment fee?

    We charge a small fee when you pay your bill in installments to offset billing and payment processing costs. You can avoid future installment fees by paying your entire balance in full, or by signing up to have your bills paid automatically on the due date.

  • Does Selective charge late fees?

    Yes, we charge a late fee if payment for your bill is not received on or before the due date.

  • How do I report a claim?

    We offer two convenient ways to report a claim:


    Report By Phone
    To report a new claim by phone, please contact our Claims Service Center 24/7 at
    866-455-9969.


    Report Online
    You also have the option of reporting your claim online. Registered users should sign in and click the "Claims" tab, select the appropriate policy and click the "Report A New Claim" link. New users wishing to sign up for Selective's customer self-service site should follow the instructions listed under, "How do I sign into the customer self-service site?" above.

    You can also report a claim online from the www.selective.com home page by clicking on the Report A Claim Online 24/7 link on right side of the page.

  • How do I see information about a current claim?

    Once you sign in at www.selective.com, you can view all your claims by clicking on the "View All Claims" link in the 24/7 Claims Center box.

  • How do I view my policy?

    Registered users should sign in at www.selective.com to see a list of all policies. Click on the "View Policy Details" link for any policy. From there, you can select the "View Policy" link to see and print the entire policy. You must have Adobe® Acrobat® Reader® software to view your policy online and/or print a copy of your policy.
    New users wishing to sign up for Selective's customer self-service site should follow the instructions listed under "How do I sign into the customer self-service site?" above.


    "Adobe", "Acrobat" and "Reader" are registered trademarks of Adobe Systems Incorporated in the United States and/or other countries. All rights reserved.

  • Whom do I call with questions about or changes to my policy?

    Your agent is your representative and can make any necessary changes to your policy. Please call your agent with any questions or changes to your policy. Your agent's phone number is listed in the upper left hand corner of your bill. You will also see your agent’s contact information when you sign in at www.selective.com.

  • What if I want to know more about what’s covered under my policy?

    Your insurance agent is the best person to help you understand what is covered by your particular policy. Your agent's phone number is listed in the upper left hand corner of your bill. You will also see your agent’s contact information when you sign in at www.selective.com.


    You can also find general information about insurance and an insurance glossary in the "Customer Support" section.

  • I am clicking a link on the site, but nothing happens.

    If you are clicking links that do not seem to go anywhere, you may have a pop-up blocker preventing the window from opening. You can choose to allow pop-ups from www.selective.com to correct this. Please refer to your software instructions or contact your Internet Service Provider if you are unsure how to allow pop-ups.

  • Why don't I get the email(s) and/or alerts you send me?

    Important account information communicated through email may be affected by any email filtering software you have installed on your computer. To ensure that you receive important emails from us, please add https://*.selective.com to your email "safe list" or your internet "trusted site list."

  • How do I contact Customer Service?

    For questions about your bill, please contact your agent. You can also reach a Customer Service representative at 800-735-3284 between the hours of 8:00 am and 5:00 pm ET, Monday - Friday.


    For questions about an existing claim, please contact the claim representative assigned to handle that claim. If you have signed in to the customer self-service site, you can find that information on the Claims page.

  • How do I report insurance fraud?

    You can report insurance fraud directly to us by calling our Fraud Hotline (877-862-2824). We will make every effort to maintain your confidentiality.


    You can also report insurance fraud to the National Insurance Crime Bureau (NICB) or to the Coalition Against Insurance Fraud (CAIF):


    National Insurance Crime Bureau (NICB)
    Hotline: 800-835-6422 (800-TEL-NICB)
    Website: www.nicb.org

    CAIF
    Website: www.insurancefraud.com

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