June 2018 – Making the Desktop Mobile: Member Mobile Apps

Life insurance websites enable clients to view policy information, access statements, make payments and alter allocations. However, due to increasingly frequent security breaches, it is more important than ever that firms ensure their sites are secure so that clients feel confident in completing tasks online. Firms achieve the most basic account protection by requiring a username and password to access the account. An easily findable and efficient login process ensures clients can complete tasks independently, decreasing calls to the firm and saving time and money. This report analyzes the login process, including additional security features, offered by the 15 Life Insurance Monitor firms.

Firms in this report guide prospects from the public site homepage through the login process with varying levels of success. All login pages provide an option to reset forgotten passwords, though fewer firms offer options to retrieve usernames. Login pages appear relatively straightforward, with all but one firm presenting both login fields on one page. The level of security firms offer varies, with leaders offering multiple measures. Only two firms provide no additional security features beyond login credentials. Since the last time Life Insurance Monitor visited this topic in April 2016, firms have implemented security updates and updated their login processes, especially on mobile devices, which we covered in February 2017. It will be interesting to see if these security measures translate to the web experience in the future.

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