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HELPING OUR CUSTOMERS MITIGATE CLIMATE-RELATED RISKS

Our sophisticated digital and self-service capabilities strive to provide customers with a 24/7 omni-channel experience.

Our distribution partners recognize our exceptional customer service, delivered primarily through our field-based model, and they consistently rank us among the highest service-oriented carriers in the industry.

Responsible Product Offering and Sales Policy

Paying Claims Promptly

Our claim payments increase the resiliency of our policyholders and the communities where they live. We seek to respond promptly and with care to covered claims, recognizing our role in putting our customers on the road to recovery following a loss. We have introduced technologies, including EZ Claim Write and SWIFTClaim® Fast Tracking, to expedite the claims payment process for our customers.

A Seamless 24/7 Customer Experience

We have invested heavily in technologies and capabilities to meet and exceed evolving customer service expectations. We have delivered an omni-channel platform, so all our customers can interact with us in the manner and times most convenient for them. Our award-winning MySelective mobile app allows customers to view their policies, report claims, pay bills, and access auto insurance cards on their mobile devices. We also offer paperless options for customer billing and policy information for customers and distribution partners.

Coverage from Flood Perils

Flooding results in sizable personal and commercial losses each year, and a significant coverage gap exists between risk assumed by policyholders and the coverage they purchase. We partner with the Federal Government as a servicing carrier in its Write Your Own program, offering flood insurance coverage.

Helping our Customers Increase Resiliency

We seek to help our customers avoid or mitigate the impact of losses. We strive to educate our customers about potential risks through our safety management and proactive messaging efforts and help them reduce risks by incorporating value-added tools, technologies, and services. We continue to invest heavily in technologies and capabilities to meet and exceed evolving customer expectations.

Reducing our Carbon Footprint and Environmental Impact

We track our Scope 1 and Scope 2 greenhouse gas (“GHG”) emissions, but as an insurance holding company , we are a low greenhouse gas emitter relative to entities in many other industries.

Selective has many initiatives that we expect will reduce greenhouse gas emissions over time.

Our Scope 1 emissions include consumption of natural gas, diesel, refrigerant, and fuel for company cars provided to employees for work travel, and our Scope 2 emissions comprise our electricity usage. We expect to continue to reduce our carbon emissions over the long term. We have many initiatives that we expect will reduce GHG emissions over time.

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Enhancing Customer Satisfaction

Prompt, fair, and equitable claims handling for policyholders and claimants after severe catastrophic events; safety management programs, proactive weather alerts and safety guides to help customers mitigate risk of loss.

The Selective team handles every customer to service their unique needs.

On an ongoing basis, we measure and track overall customer satisfaction and net promoter scores (NPS) based on surveys of our customers conducted by an independent third party. The surveys incorporate feedback based on interactions with our claims, billing, service centers, safety management, and flood operations. We use the NPS survey to measure customer experience and loyalty, using a scale from -100 to +100, with scores above +20 generally considered good. Our NPS scores have been consistently strong.

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DIVING DEEPER INTO OUR RESPONSIBLE PRODUCT OFFERING AND SALES POLICY STATEMENT

Insurance is regulated, and our products and services have many legal requirements. The Chief Underwriting Officer in each of our three insurance segments – Standard Commercial Lines, Standard Personal Lines, and Excess & Surplus – is responsible for product development. In developing products, we evaluate regulatory requirements, customer needs, and the sustainability impact of our proposed products and services.

Our award-winning MySelective mobile app helps enhance our customer's insurance experience.

Enhancing the Customer Experience

Our award-winning MySelective mobile app allows customers to view their policy, report claims, pay bills, and access auto insurance cards on their mobile devices.

Learn More about the MySelective Mobile App

 

Selective Insurance aims to make our customers safe in multiple ways, including communicating vehicle recalls.

Making Our Customers Safer

Proactive Communications targeted at making our customers safer through vehicle, food and product recall notifications, and weather preparation guides.

Read the Sustainability Report

 

Selective Safety Management helps customers identify potential safety risks, with tools including infrared technology.

Safety Management

Our locally-based Safety Management team provides safety and risk management programs for our Standard Commercial Lines insureds. Our Safety Management Specialists visit many of our customers’ places of business to advise on reducing the risk of loss for property or casualty claims.

Some of these services include:

  • On-site risk evaluation surveys that identify potential exposures and provide control measures for mitigation;

  • Educating customers through internet-based safety management resources, including an extensive library of coverage-specific safety materials, videos, and online courses, such as defensive driving safety courses;

  • On-site thermographic infrared surveys aimed at identifying electrical hazards;

  • Abuse and molestation exposure and control assessments performed by certified staff

  • Onsite water escape and intrusion assessments with prevention countermeasures; and

  • Abuse and molestation exposure and control assessments performed by specially trained and certified staff;

  • On-site water escape and intrusion assessments with prevention countermeasures;

  • Fleet safety program guidance, including personalized driving data and safety coaching.

Learn More about Safety Management