This presentation is based on research from our recent Life Insurance Monitor report – Client Login Access: Private Site Login Security Processes. The report focuses on client login security across the life insurance industry. Inside, we will take a high-level look at the key findings from the report, highlight login security best practices from industry leading firms and offer recommendations for improving your firm’s login security.

1. COPYRIGHTCORPORATEINSIGHT,INC.
KEEPING LIFE INSURANCE CLIENTS SAFE ONLINE
AUTHOR: IAN M LUNDAHL
FEBRUARY 2013
Corporateinsight.com | Blog | Twitter | LinkedIn | Facebook | SlideShare | Google+
LOGIN SECURITY PRACTICES

2. ABOUT CORPORATE INSIGHT
2
ABOUTUS
Connect With Us
Corporate Insight provides competitive intelligence and user experience research to 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.
For additional information on Corporate Insight, please visit www.corporateinsight.com/about-us.
Chase Marshall
Director – Business Development
212-832-2002 x-140
cmarshall@corporateinsight.com
Ian Lundahl
Senior Analyst – Life Insurance
Monitor
212-832-2002 x-101
ilundahl@corporateinsight.com

3. TABLE OF CONTENTS
3
TABLEOFCONTENTS
 Introduction
 Key Findings
 Login Security Best Practices
 Recommendations
 About Corporate Insight

4. 4
LIFEINSURANCEMONITOR ABOUT LIFE INSURANCE MONITOR
Life Insurance Monitor focuses on the online and offline user experience leading life insurers offer prospects, clients and
advisors. Using actual life insurance policies and authentic advisor website access, our subscription research service goes
beyond the public website to give you a unique, first-hand look at the online resources, account documents and sales materials
competitors provide to their clients and financial advisors.
Life Insurance Monitor Subscription Deliverables
Life Insurance Monitor subscriptions are company-wide. A single subscription makes the service available to all employees
without seat licenses or restrictions. The service includes a variety of deliverables that collectively provide a comprehensive
look at the online experience being offered by your competitors and other leading insurers:
Monthly Research Reports – In-depth reports that focus on key aspects of the online prospect, client and advisor user
experience, account documents, life insurance industry trends and more. Reports include:
 Detailed reviews of each Life Insurance Monitor firm
 Key findings and best practice analysis to help improve your company’s offerings
 Handy matrix summarizing your competitors’ offerings
Bi-Weekly Updates – Comprehensive review of changes and additions to competitor public, client and advisor websites.
Client & Advisor Website Videos – Go behind-the-login and take a first-hand look at the online resources being offered to
clients and advisors by your competitors.
Client & Advisor Collateral Materials – All materials and communications that we receive are available for subscribers to view
or download online. This includes account statements, newsletters, marketing pieces, disclosure documents and email
communications.
Competitor Summary Matrices – Breakdown of the key client and advisor website features offered by all Life Insurance
Monitor firms.
Analyst Support – Personalized research support from our experienced Life Insurance Monitor team

5. INTRODUCTION
5
INTRODUCTION

6. 6
INTRODUCTION BACKGROUND
This presentation is based on research
from our recent Life Insurance Monitor
report – Client Login Access: Private Site
Login Security Processes. The report
focuses on client login security across
the life insurance industry.
Inside, we will take a high-level look at
the key findings from the report,
highlight login security best practices
from industry leading firms and offer
recommendations for improving your
firm’s login security.

7. FIRMS COVERED IN REPORT
7
INTRODUCTION
 Our full Life Insurance Monitor coverage group features 14 firms
 Twelve of the fourteen firms were covered in this report
o AXA Equitable
o Genworth Financial
o The Hartford
o John Hancock
o Liberty Mutual
o Lincoln Financial
o MassMutual
o MetLife
o Nationwide
o New York Life
o Northwestern Mutual
o Pacific Life
o Prudential
o USAA

8. KEY REVIEW CRITERIA
8
INTRODUCTION
 Accessibility
o Public homepage login field
o Standalone pages for logging on
 Username and Password Requirements
o Maximum/minimum characters
o Special characters, numbers, letters, combinations, etc.
 Login Security Features and Account Services
o Additional login criteria (PIN, etc.)
o Page/site authentication
o Security updates behind the login

9. KEY FINDINGS FROM THE REPORT
9
KEYFINDINGS

10. INSURERS OFFER BASIC SECURITY OPTIONS
10
KEYFINDINGS
 Username and password requirements are stringent
 Combinations of case-sensitive letters and numbers are effectively utilized
 Majority of firms provide password and username retrieval

11. SEAMLESS LOGIN PROCESS
11
KEYFINDINGS
 Eight firms display login fields on the public homepage
 Three firms utilize a standalone login page

12. LACK OF ADVANCED SECURITY FEATURES
12
KEYFINDINGS
 USAA is the only firm utilizing multi-factor authentication
 Security questions, image recognition and computer verification are absent

13. LOGIN MANAGEMENT BEHIND THE LOGIN
13
KEYFINDINGS
 Password and security question updates are most commonly offered services
 Username updates require the user to re-register or contact the firm by phone

14. LOGIN SECURITY BEST PRACTICES
14
BESTPRACTICES

15. USAA
15
BESTPRACTICES
 Access provided from a universal top menu on the public homepage.
 PIN required for login verification.
 Three advanced options available to clients; clearly outlined on a help
page online.

16. NATIONWIDE
16
BESTPRACTICES
 Login field presented on the public homepage with dropdown menu
for account selection.
 Private site allows client to update and change information online.

17. 17
BESTPRACTICES
 Expandable customer login bottom offers direct access to the public
homepage.
 First time registrants are offered a link to the three-step eService
registration page.
 Special characters are allowed in passwords.
LIBERTY MUTUAL

18. RECOMMENDATIONS
18
RECOMMENDATIONS

19. FOUR RECOMMENDATIONS FOR IMPROVEMENT
19
RECOMMENDATIONS
1. Allow clients and advisors to log in from a universal login field directly
on the homepage.
2. Utilize multi-factor authentication to bolster login security.
3. Implement stringent character requirements for usernames and
passwords.
4. Make it easy to reset and change login information online.

20. ABOUT CORPORATE INSIGHT
20
Corporate Insight provides competitive intelligence and user experience research to the nation's
leading financial institutions. For over 20 years, Corporate Insight has tracked new developments
in the financial services industry through our syndicated Monitor research and consulting
services. We are known for our detailed, objective research, unmatched expertise, and emphasis
on the actual user experience. There are no assumptions in Corporate Insight’s work – we use
live accounts at the firms we track to benchmark their effectiveness across all major channels
and give our clients unparalleled competitive intelligence.
Corporate Insight is continuously tracking and identifying best practices in online banking and
investing, retirement, asset management, insurance, mobile finance, active trading platforms,
social media and other emerging areas. In the process, we have helped our clients -- which cover
the entire spectrum of the financial services industry -- to stay on top of industry trends and
improve their competitive position.
Our intelligence services are utilized by over 70% of the financial services firms on the Fortune
500. Our research and analysts are frequently cited in financial media outlets such as The Wall
Street Journal, Barron’s, Bloomberg, CNBC, Forbes and Financial Times and news publications
like the Associated Press, New York Times, Newsweek, TIME and USA Today.

21. CONTACT US
21
CONTACTUS
Ian Lundahl
Senior Analyst – Life Insurance Monitor
212-832-2002 x-101
ilundahl@corporateinsight.com
Chase Marshall
Director – Business Development
212-832-2002 x-140
cmarshall@corporateinsight.com