FAQS

Need some answers?

Smart Secure is a new, innovative program from Selective Insurance, offering home security, home automation and video monitoring to many policy holders. With a dedicated 4G LTE cellular connection and 24/7 professional monitoring included with every system, we want to offer Selective customers unique solutions at a low price that benefits everyday life.

We’ve put together starting equipment packages that other Selective customers typically purchase to help you get started. Want something else? Build a customized package tailored to your needs! Our systems are designed to grow with you, so products can be added on at any point in time.

Based on the products you choose; you will be placed into one of our monthly plans, which are specially priced for Selective customers:

Plus at $29/mo. (Security, Fire, Water, Carbon monoxide Gas and High/Low Temperature Monitoring)
Premium at $31/mo. (Everything in Plus + Home Automation Products)
Premier at $36/mo. (Everything in Premium + the ability to add up to 4 Video Cameras)

This special pricing is exclusive to Selective customers because Smart Secure helps protect your home and belongings against loss.

Yes. To offer you a low monthly plan exclusive to Selective Policy holders, we require a minimum 3-year Smart Secure professional monitoring commitment.

Yes. All Smart Secure products are covered under a one-year manufacturer's warranty.

Under no circumstances is your private data sold for advertising purposes. The security of your personal information is of utmost importance to Selective, and all Smart Secure equipment is designed with privacy in mind.

Yes! Discounts will automatically be applied to your Selective Homeowners Policy after your Smart Secure system has been installed and activated. The discount amount applied will vary based on the equipment in your home. For example, you receive higher discounts if your Smart Secure system includes Security, Fire, Carbon Monoxide and Water Sensors instead of just Security Sensors.

Updating your payment information is quick, easy, and can be done in just a few minutes.

  1. Simply log in to your online account at www.smart-secure.com
  2. Click on the Card Management button
  3. Update your credit card information in the provided field
  4. When finished, click Update Card to finalize any changes

You can move your Smart Secure System with you! We provide two convenient options if you move:

1) We provide you with a free moving kit (just pay for shipping). The moving kit has everything you need to take all your equipment with you to your new home (including new adhesive). Email us at support@smart-secure.com to let us know if you would like a moving kit, and we will explain what happens next.

2) For a one-time fee, we will have one of our professional Installers come out to your home to take all your equipment down. Depending on where you will be moving to we might be able to set it up again for you as well. Please contact support@smart-secure.com and we will walk you through all necessary details.

Selective Homeowners Customers can obtain their policy number from their bill, our on-line Selective customer site or by calling (866) 332-6482.

Selective Flood Customers can obtain their policy number from their bill or by calling (877) 348-0552.

Our exclusive low pricing is reserved only for Selective Insurance Policy Holders.

If you are not a policy holder, we would love to talk! Visit us at www.selective.com to browse our individual policies and get connected to an Independent Insurance Agent.

Every purchase of a Smart Secure package or product falls under our 30-Day Money-Back Guarantee, along with free battery replacements for as long as you continue to subscribe to the Smart Secure service.

The 30-Day Money-Back period begins when you make a purchase from us, including your initial system and any additional equipment after your initial purchase.

If you would like to return your system, you must notify us and postmark your return before the 30 days expires.

You will! Every product purchased from us qualifies for 30-Day Money-Back Guarantee. For example, if you purchase additional sensors to set up yourself six (6) months after your original purchase, you will have 30 days from your date of purchase to return the newly purchased equipment if you so choose.

We will certainly be sad to see you go. If you would like to return your system, please give our Customer Care team a call at 1-888-301-9137 within 30 days of your date of purchase. We will either send you a pre-paid return shipping label or, at your request, coordinate to have one of our professional installers come back to remove all the equipment (additional charges will apply to professional uninstalls).

Self-Setup: Please package everything up in the original box we sent to you. If you do not have the original box, please make sure all the equipment is packaged in a way it will not get damaged during shipment. Attach the pre-paid FedEx return label to the exterior box, and drop off at your nearest FedEx drop off location.

Professional Installation: Please uninstall all the professionally-installed products. If unsure how to remove something, please contact our Customer Care team at 1-888-301-9137 and we will walk you through the process. Place all of your equipment in a box in such a way that it will not get damaged during shipment. Attach the pre-paid FedEx return label to the exterior box, and drop off at your nearest FedEx drop off location.

If you do not want to uninstall the equipment yourself, we are happy to have one of our professional installers come to your home for an additional fee. Please contact our Customer Care team and we will be happy to discuss your options with you.

Nope! We will provide you a pre-paid return shipping label.

You absolutely can! Anytime during the 30-day period after purchase, you are welcome to return any products. We will refund you for that product(s) (minus any discounts that were applied) after we receive it, and, if necessary, adjust your monthly monitoring plan based on your remaining products.

If you decide to return your system before your professional installation (and within the 30-Day Money-Back Period), we will refund the full amount paid for the returned products.

If you decide to return your system after your professional installation (and within the 30-Day Money-Back Period), we will refund the full amount paid for the returned products. The cost of the professional installation is non-refundable.

You are automatically enrolled as long as you are a Smart Secure customer. Whenever any of your device’s batteries get low, it triggers a notification to us. We receive that notification and will ship you a set of replacement batteries for the respective product.

Once received, just replace the batteries. If you are unsure how to replace the batteries, please contact our Customer Care team and we will walk you through it step-by-step.

Lease Agreements (Self-Setup and Professional Installation) do not qualify for the 30-Day Money Back Guarantee. As part of your lease, you will still receive the benefits of a warranty for as long as you lease, the Battery Replacement Service and Proactive Care.

All Smart Secure smart home and security equipment communicates wirelessly with a Touchscreen Control Panel using an encrypted 4G LTE cellular connection backed by a secure Wi-Fi signal, to give you the most stable and secure data experience possible.

Yes, during your activation call we will provide step-by-step instructions to walk you through the naming process. To name your equipment after activation, simply log in to your online account at Alarm.com/login. Once logged in, you can conveniently name all your devices from the ‘Sensors’ page.

Additionally, you can name smart home equipment such as a Smart LED Light Bulb or Smart Door Lock by selecting the equipment card on your home page.

Smart Secure’s video monitoring solutions provide enhanced security for your home. Unlike standard security systems, Smart Secure intelligently monitors the activity of all the connected devices in your home 24/7, whether your system is armed or not. The system is powered by an encrypted 4G LTE cellular connection and backed by a Wi-Fi signal, to ensure uninterrupted protection.

Smart Secure’s professionally monitored security equipment is paired with real-time alerts which means in the event of an emergency, the proper emergency personnel will be efficiently dispatched to your home.

You can choose the amount of notifications you receive via push notification, text, or email, by setting your notification preferences.

Please be aware that certain notifications and alerts, such as arming/disarming reminders, low equipment battery warnings, and system communication errors, will be set by default. Our support is available to help you customize these notifications to fit your needs.

Yes, you can quickly and easily generate up to 242 unique user codes for anyone you trust to have access to your smart home and security system, with options to set permission restrictions and receive alerts whenever your system is accessed by another user.

Download the Smart Secure Mobile app by visiting the App Store® on iOS or Google Play™ on Android.

Many local governments require alarm system permits for the operation of a home security system. Please consult with your local township to determine the alarm system laws affecting you.

All required permits will be obtained after installation, there we ask that you submit your permit number and information to our Customer Care team at support@smart-secure.com once you have received the necessary materials.

In the rare case of a false alarm, please contact your Professional Monitoring team at 800-932-3822 at your earliest convenience. For security purposes, the team will ask you to verify your identity with your unique verbal passcode, and proceed with the cancellation of any-and-all dispatched emergency response services.

Smaller pets, around 40lbs and under, should not set off your motion sensors. We recommend following the best practices included in your equipment setup instructions to avoid the inconvenience of false alarms triggered by your larger pets.

The safety of you and your loved ones is our top priority. That’s why Smart Secure includes a built-in “Duress Code” feature, there for you in your time of need. To learn more about this important feature, or to set up a code, feel free to reach out to our Customer Care team at support@smart-secure.com .

Whether at home or on the road, your Smart Secure system can be quickly activated to fit your security demands.

  1. ‘Arm Stay’ – utilize this mode when in the comfort of your own home to easily activate your security system, including any door, window, and glass break detectors for optimal at-home protection.
  2. ‘Arm Away’ – this arming mode can be activated when your home is vacant to remotely arm all your devices, and alert you to any disturbances while you’re away.
  3. Arm Stay/Away (No Entry Delay) – When you enable No Entry Delay, this disables your 30-Second default entry delay when a door is opened to disarm your Smart Secure System. If a door or window is opened, your alarm will sound immediately.

While some smart home and security equipment, such as the Touchscreen Panel and Wi-Fi Cameras, require a 110v Standard Outlet for power, your system transmits all data wirelessly to our secure server over an encrypted 4G LTE cellular connection backed by a reliable Wi-Fi signal – no mess of tangled wires, and no unnecessary holes in the walls.

To provide full home coverage, we offer interior and exterior cameras equipped with real-time HD video recording. You can even stream live video feeds and view recorded clips directly from your Smart Secure mobile app or online account.

Smart Secure’s cameras utilize advanced video analytics to determine people from animals, vehicles, and other objects, to ensure you only receive notifications for the things that matter most to you – no unnecessary alerts.

Each product on our website has the type and number of batteries required for your equipment. This information can be found in the ‘Details’ section for each item.

You can enhance your Smart Secure system with additional equipment at any point in time. To do so, simply visit www.smart-secure.com and log in to your account to shop for all available equipment. Be sure to check back often to look for new equipment, added to increase your smart home protections.

Please be aware, if you purchase additional equipment not included in your current Monthly Plan, the cost will automatically be adjusted, and you will be upgraded to a new Monthly Plan the following month.

Neither do we, that’s why all of our products communicate to our Touchscreen Control Panel wirelessly. Every wireless signal, whether it be from your Door Sensor to your Lightbulb is encrypted, providing you an extra layer of protection.

To make your smart home and security experience as seamless as possible, most Smart Secure packages include easy-to-install sensors and equipment - no professional installation required. Simply choose the locations in your home that best match your security needs, plug-in your Touchscreen Panel, and follow the self-installation instructions included with your equipment. For some of the trickier to install products like the Smart Thermostat, Smart Garage Door Opener, etc., we will have one of our Professional Installers come out to the location to set it up for you.

Absolutely! For trickier to install products that are labeled on the website, you can fill in your zip code on the Product & Package pages to see if one of our licensed professional installers are available in your area.

The Smart Secure system supports a variety of additional smart home equipment not sold through the Smart Secure website. Please refer to the FAQs for a full list of supported smart home equipment.

Please note, we cannot provide a warranty and offer only limited support for equipment not purchased directly through us.

Provided below are supported smart speakers, voice assistants, and audio systems for an even more connected smart home and security experience:

  • Amazon Alexa
  • Google Home
  • Siri Shortcuts on Apple iOS devices
  • Sonos® Wireless Speakers

Please note, we cannot guarantee full functionality and offer only limited support for equipment not purchased directly through us.

Provided below are supported smart light switches, light bulbs, and plug-in light modules for intelligent lighting of your home:

Leviton

  • Plug-in Dimmer with Z-Wave (DZPD3)
  • Plug-in Outlet with Z-Wave (DZPA1)
  • Switch with Z-Wave (DZ156)
  • Dimmer with Z-Wave (DZ6HD)

Jasco

  • In-Wall Switch (14318)
  • Dimmer Toggle (14322, 14296)
  • In-Wall Dimmer (14321)
  • Enbrighten Smart LED Bulb (39723)

GoControl

  • In-Wall Switch (WS15Z5-1)
  • In-Wall Dimmer (WD500Z5-1)
  • 3-Way Wall/Dimmer Switch (WT00Z5-1)
  • Smart LED Light Bulb (LB60Z-1)

Linear

  • PS15Z-2
  • PD300Z-2

GE / Jasco

  • In-Wall Switch (14318)
  • Dimmer Toggle (14322, 14296)
  • 28167
  • 28169
  • On/Off Switch 14291
  • 14295
  • 14292
  • Dimmer Switch 14294
  • 39723, 35931

Eaton

  • RF9601D
  • RF9617D
  • RF9640-ND
  • RF9642-ZD
  • RDTR9605-T

Zipato

  • RGBW LED Bulb Gen 1 (RGBWE27ZWUS)

Please note, we cannot guarantee full functionality and offer only limited support for equipment not purchased directly through us.

Provided below are supported smart thermostats for better control over your at-home comfort:


  • Stelpro Line Voltage (STZW402, Version 01.06+)
  • Trane Z-Wave Thermostat (TZEMT400AB32MAA)
  • Z-Wave Communicating Thermostat (TBZ48D and TZ45D)
  • Linear Thermostat (GC-TBZ48)
  • Radio Thermostat CT110 (Z-Wave FW v10.6+ with Thermostat FW v01.01+)
  • Radio Thermostat CT32 (Z-Wave FW v10.6+ with Thermostat FW v01.02+)

Please note, we cannot guarantee full functionality and offer only limited support for equipment not purchased directly through us.

Provided below are supported Z-Wave smart locks to keep your home safe and secure.

Kwikset

  • 888 (Z-Wave Plus Version)
  • 910 (Z-Wave and Z-Wave Plus Version)
  • 914 (Z-Wave and Z-Wave Plus Version)
  • 916 Touchscreen (Z-Wave and Z-Wave Plus Version)
  • Obsidian (Z-Wave Plus Version)
  • 912 (Z-Wave and Z-Wave Plus Version)
  • Kwikset Convert (Z-Wave Version)

Schlage

  • BE468
  • BE469 (only models manufactured after 4/21/2014)

Yale

  • Real Living Assure SL (YRD256 Z-Wave Plus)
  • Real Living Touchscreen (YRD226 Z-Wave)
  • Real Living Push Button (YRD216 Z-Wave)
  • Real Living B1L Push Button
  • Assure Z-Wave Touchscreen (YRL256)
  • Assure Z-Wave Push Button (YRL236)
  • Real Living Push Button (YRL210)
  • Real Living Touchscreen (YRL220)
  • Real Living Interconnected Push Button (YRC216 Z-Wave)
  • Real Living Interconnected Touchscreen (YRC226 Z-Wave)
  • Real Living Interconnected Keyless Touchscreen (YRC256 Z-Wave)

Please note, we cannot guarantee full functionality and offer only limited support for equipment not purchased directly through us.

Yes, provided below you will find supported automatic water shut-off valves and connected irrigation controllers:

  • DynaQuip Water Valve (Typically Named: Watercop)
  • FortrezZ Water Valve (WV-01)
  • Rachio Smart Sprinkler Controller
  • Rain Bird Irrigation Controller

Please note, we cannot guarantee full functionality and offer only limited support for equipment not purchased directly through us.