Having personal and credit card data stolen is traumatizing and presents a host of hassles to consumers. As more transactions take place online, opportunities for fraud and identity theft increase. This slide deck highlights the products and educational content related to identity theft available on the public sites of five leading life insurers. It is noteworthy that MetLife and Nationwide are the only firms we track that offer separate, specialty products focused on protecting clients from identity theft.

1. IDENTITY THEFT
HOW ARE INSURERS PROTECTING THEIR CUSTOMERS?
AUTHOR: JOAN KAGAN
PUBLISHED: JUNE 2014

2. ABOUT CORPORATE INSIGHT
Connect With Us
Corporate Insight provides competitive intelligence and user experience research for the nation’s
leading financial institutions. For over 20 years, the firm has tracked technological developments in the
financial services industry, identifying best practices in online banking and investing, online insurance,
mobile finance, active trading platforms, social media and other emerging areas. There are no
assumptions in Corporate Insight’s work – we use live accounts at all of the firms we research, providing
our clients with unparalleled, unbiased intelligence on the competition.
Joan Kagan
Research Associate
Annuity Monitor and Life Insurance Monitor
jkagan@corporateinsight.com
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Press Coverage
2

3. TABLE OF CONTENTS
 Introduction
 Reviewing Insurers’ Identity Theft Offerings
o Nationwide
o The Principal Financial Group
o USAA
o Liberty Mutual
o MetLife
 Summary of Insurers’ Identity Theft Offerings
 Three Tips for Insurers
 Corporate Insight Syndicated Studies & Thought Leadership
3

4. INTRODUCTION
4
Having personal and credit card data stolen
is traumatizing and presents a host of
hassles to consumers. As more transactions
take place online, opportunities for fraud
and identity theft increase.
This slide deck highlights the products and educational content related to identity theft
available on the public sites of five leading life insurers. It is noteworthy that MetLife
and Nationwide are the only firms we track that offer separate, specialty products
focused on protecting clients from identity theft.

5. REVIEWING INSURERS’ IDENTITY THEFT OFFERINGS
5

6. Liberty Mutual
6
 Offers optional Identity Fraud
Expense Coverage with its home
insurance products.
o Coverage can be added to
Homeowners policy for $35 or
less per year.
o Coverage includes up to $15,000
per occurrence and $30,000 per
policy period.
 Provides educational information
on Identity Theft Prevention and
Identity Fraud FAQ pages.
LIBERTYMUTUAL
Liberty Mutual Identity Fraud FAQs Page

7. MetLife
7
 MetLife Defender is a specialty product available for
individuals or families.
o In addition to identity theft and personal data
protection, the policy offers financial data protection
health data monitoring and online child safety features.
 Their team alerts users of any suspicious activity.
 24/7 live experts available to help resolve issues.
o Policy provides $5 Million Service Guarantee for any
necessary third-party services.
o Family plan costs $45.95 a month or $495 a year;
Individual plan costs $22.95 a month or $245 a year
o Information available on separate microsite with
responsive design and colorful graphics.
 The firm also offers complimentary Identity Protection
Services with Auto and Home coverage.
 Educational content is provided on the MetLife public
site including a downloadable Identity Theft
Protection PDF checklist.
METLIFE
MetLife Defender How Defender Works Page

8. Nationwide
8
 Nationwide offers a separate Identity
Theft Specialty Insurance product.
o Identity theft protection hotline for
policyholders provides expert assistance in
the event of identity or medical theft.
o Provides up to $25,000 for expense
reimbursement with no deductible.
o Optional credit monitoring service (in
partnership with Europ Assistance USA
and Trans Union) also includes their
DataScrambler and PhishBlock services.
o Quote Tool link on the product page
allows users to be contacted by a local
financial professional
 Educational content on public site includes
a Prevent Identity Theft page that
provides advice for consumer protection.
NATIONWIDE
Nationwide Identity Public Theft Coverage Page

9. The Principal Financial Group
9
 Free Identity Theft Tool Kit included with all group business life insurance plans:
o Kit is offered in association with ARAG, a legal services company, and allows users to
protect themselves from identity theft as well as restore and reclaim their identity.
 Public Identity Theft page offers in-depth information on preventing identity
theft, including a table that illustrates risky activities and how to minimize risk.
THEPRINCIPALFINANCIALGROUP
The Principal Financial Group Public Identity Theft Page

10. USAA
10
 Offers ID Theft Coverage with Renter’s
and Homeowners’ Insurance.
o Coverage goes up to $5000 (fixed
amount that cannot be changed).
 Partnered with Experian to provide
USAA members discounted monthly
rates on CreditCheck Monitoring and
ProtectMyID services.
 Multiple articles in public Advice
Center and USAA News sections offer
advice on preventing identity theft.
USAA
Image From USAA Public Homeowners Insurance Page USAA Public Renters Insurance Comparison Page

11. SUMMARY OF INSURERS’ IDENTITY THEFT OFFERINGS
11
Liberty Mutual MetLife Nationwide
The Principal
Financial
Group
USAA
Public Site
Contains Easily
Accessible
Information
  
Pricing
Information
Available

(Quote tool link
allows users to
be contacted.)
Offers Exclusive
Identity Theft
Product(s)
 
Coverage
Available With
Other Policy
  
Site Contains
Educational
Materials
    
SUMMARY

12. THREE TIPS FOR INSURANCE FIRMS
12
#1 Offer Educational Materials
All five of the firms featured here offer users with educational materials. The explanations
and tips for preventing identity theft are valuable to clients and prospective clients and
can also help foster additional trust in the insurer.
#2 Use Real-Life Examples
None of the firms offered real-life examples, such as the recent data breaches at major
retailers like Target and Neiman Marcus, to illustrate the impact of identity theft on
average consumers. Firms should use these to position their identity theft products and
services as both timely and necessary.
#3 Provide Engaging, Easy-to-Understand Site Content
Many insurers in our coverage group do not provide easy access to important information
– costs, key features, etc. – for their identity theft protection options. The MetLife
Defender microsite stands out by offering colorful graphics, detailed policy features and
pricing information as well as responsive design on mobile and tablet devices.

13. CORPORATE INSIGHT SYNDICATED STUDIES
13
CORPORATEINSIGHTSYNDICATEDSTUDIES
The Millennial Shift: Financial Services and the Digital Generation
With 80 million members, the Millennial generation is the largest in the history of the United States. While this
represents a potentially huge opportunity for financial services firms, Millennials also pose a clear challenge to the
industry’s traditional marketing strategies and business models. They have different preferences from their Boomer
parents, particularly when it comes to financial products, technology and the way they interact with companies.
This study will help financial services marketers, product managers and strategists better understand Millennials and
identify effective tactics for marketing to and serving these individuals.
Release Date: April 2014 | Download Study Preview
2014 Investor Survey Report
CI’s 2014 Investor Survey Report examines the relationship between retail investors and their brokerage firms,
identifying the Web and mobile features that matter most to different types of investors and have the greatest impact
on their overall satisfaction. Our analysis explores the behaviors and preferences of key demographic groups including
mass affluent and high net worth investors, mobile brokerage users, active traders and more.
This study answers three questions about investors: What do investors consider the most important website and
mobile features? What activities do investors perform using their firm's website and mobile app? How can firms
improve their offerings to enhance client satisfaction?
Release Date: June 2014 | Download Study Preview
Next-Generation Investing: Online Startups & the Future of Financial Advice
This is the first comprehensive study on the investing- and personal finance-related startups that have emerged in the
wake of the financial crisis. The study represents the culmination of nearly two years of research, encompassing over
100 online startups pioneering a wide variety of unique investment ideas.
The study offers detailed analysis of ten categories of unique investment products and services. The study features
startup profiles with reviews of innovative online startups challenging traditional models of investing and planning.
We also offer our analysis of the implications for the industry, which examines the potential impact of these ideas.
Release Date: October 2013 | Download Study Preview

14. CORPORATE INSIGHT THOUGHT LEADERSHIP
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User Insights Vol. 3: Retirement Plan Websites Disappoint Millennial Participants
Our latest User Insights usability study features analysis of the DC plan platforms' UX strengths and weaknesses from
the perspective of actual Millennial participants and test results for four leading defined contribution plan providers:
Fidelity, J.P., TIAA-CREF and VALIC.
Online Communities Across Financial Services: American Express, Bank of America and TIAA-CREF
This slide deck examines the design and capabilities offered by each firm’s online community, with a focus on
noteworthy site features. We also provide tips for financial services firms looking to improve their online
communities.
The Complete Bitcoin User Experience: Mining, Exchanges, Wallets and Beyond
This study provides a detailed analysis of how Bitcoins are created, traded and stored. The study includes reviews of
the top websites and online services driving the Bitcoin marketplace including Slush’s Pool, Blockchain.info and
Coinbase among others.
2014 Mobile Finance Trends and Innovations
This study draws on our ongoing tracking of the industry as well as relevant developments outside of the financial
services space. This study includes commentary on mobile developments, key takeaways for financial services firms
and thoughts on what’s next for mobile finance.
Senior Citizens & Mobile Finance: Design & Support Solutions to Empower the Senior Set
Using CI’s user-testing expertise and ongoing mobile finance research, this slide deck highlights specific areas where
seniors may struggle with financial services apps and offers design and support solutions that will give this valuable
audience the comfort and confidence to engage in mobile finance.