S.A.F.E. Guarantee

Voya S.A.F.E.® Guarantee: Your guide to account security and fraud prevention

Clear steps and definitions for protecting your retirement accounts

Introduction: Protecting your retirement savings

At Voya, safeguarding your retirement savings and personal information is our top priority. The S.A.F.E.® (Secure Accounts for Everyone) Guarantee is designed to protect your workplace retirement account or Individual Retirement Account (IRA) managed on Voya’s platform against fraud and unauthorized activity. If you experience fraud and are not at fault, we will restore your Voya account balance — giving you confidence that your savings are secure. Although you are not required to take any specific action in order to benefit under the S.A.F.E Guarantee, we recommend that you consider the following measures to protect your account from potentially fraudulent activity:

Register your account online

Registering your account online is a key step in protecting yourself against fraud. Contrary to common belief, avoiding online access does not make your account safer. Cybersecurity experts recommend the following actions:

• Complete the first-time registration process via your plan’s participant website or at my.voya.com.
• Create a unique username and a strong password or passphrase with at least 15 characters. (Tip: Use a username other than your email address.)
• Use multifactor authentication (MFA), which means you need more than one way to verify your identity, such as a password plus a code sent to your phone.
• Provide a trusted mobile phone number to receive One-Time Passcodes for login and recovery purposes. Consider adding an authenticator app for extra security.
• Sign up for electronic document delivery to receive important account correspondence and confirmations directly from Voya.

Review your account regularly

Regularly reviewing your account helps you spot any unusual activity early. Keep your contact information up to date and promptly notify Voya of any unexpected changes such as address, phone number or email updates.

Enroll in Voiceprint

Voiceprint is Voya’s Voice Biometrics Program, which uses your unique voice to authenticate your identity when you call the Customer Care Center (voice biometrics means your voice is used like a fingerprint for security). If eligible, enrollment is fast and easy, and adds an extra layer of protection for your account.

Report suspicious activity

If you notice any signs of identity theft or unauthorized activity, report them immediately. This includes:

• Unexpected changes in your account information, such as bank account updates, withdrawal requests, password changes or profile changes not initiated by you
• Unsolicited Multi-Factor Authentication notices
• Any transactions you did not request

Practice safe computing habits

• Never share your username, password or One-Time Passcode with anyone. Voya will never ask for this information by phone, email or text.
• Periodically change your password for online access and ensure it is unique to your Voya account.
• Stay alert to email and phishing scams (emails that try to trick you), voice vishing scams (fraudulent phone calls) and smishing (text message scams).
• Do not open suspicious attachments or click questionable links.
• Use current anti-virus software on your devices.
• Do not reuse login credentials across different websites; using the same password elsewhere increases risk.

Fraud claim process

If you need to file a fraud claim, you must cooperate with Voya’s investigation. This may involve reporting the claim to authorities, providing a written affidavit, submitting your device for examination and signing a release agreement. After investigating, Voya will decide how and to what extent your account will be restored — either in cash or shares of securities — based on the specifics of your case.

Be aware that the provisions of this guarantee are subject to change from time to time in order to best reflect the current or changing risk environment and the appropriate security protocols.

FAQs on the S.A.F.E. Guarantee

Q: Who is covered?
The Voya S.A.F.E. Guarantee covers participants in any employer sponsored plan and account owners of Individual Retirement Accounts (i.e., Voya Select Advantage IRA, Voya Select Advantage Advisory IRA, Voya Express Mutual Fund IRA, and Voya Rollover Advantage) where Voya provides recordkeeping services and/or administrative services for the account on our recordkeeping system.

Q: What does “not at fault” mean?
“Not at fault” means you did not cause or contribute to the fraud. For example, you did not share login information or fail to restrict access to your account.

Q: How long does the account restoration process take?
Restoration times can vary depending on the details of the case and how quickly you provide the required information. Voya will work promptly to resolve claims, but investigation and account restoration may take from several days up to a few weeks.

Q: Is there a cost for this coverage?
No. Voya provides this coverage to you as part of our overall commitment to keeping retirement accounts safe and secure.

Q: What is not covered under this guarantee?
The Voya S.A.F.E. Guarantee does not apply to any accounts that are “held away” by a third party (i.e., where Voya does not provide recordkeeping services and/or administrative services on our system). The guarantee does not cover losses resulting from the action or inaction of an employer/plan sponsor or other third party or financial professional that has been authorized by you or your employer to access the account. Be aware that transactions and other account servicing activities initiated by your financial professional for you are deemed to have been authorized by you. Additionally, the guarantee does not apply to losses resulting from a security breach affecting an employer/plan sponsor or another third party’s systems, including fraudulent account access initiated through an authorized single sign-on connection, whether initiated through an employer/plan sponsor’s network or an authorized third party benefits provider for the employer/plan sponsor, or any other authorized single sign-on source; in situations where you do not maintain the confidentiality of your account, password, or other credential (including, but not limited to, one-time passcodes and PINs delivered to you by U.S. Mail, email, or text message); or instances involving customer negligence, e.g., when you do not restrict access to your computing device.

Q: What steps does Voya take to keep customers safe?
Voya takes numerous steps to safeguard the confidentiality, integrity and availability of our systems and our customers’ accounts. You can learn more about Voya’s overall approach to security, how we keep your accounts and information safe, and the actions you can take as part of this mutual responsibility, by visiting our website at: voya.com/terms-use/voya-security.

Q: How do I report suspicious activity?
If you suspect fraudulent activity, receive suspicious notifications or unsolicited alerts, or are a victim of identity theft, contact us immediately at 1-800-584-6001 or by email.

Please note that in the event of any suspicious or fraudulent activity with your account, we may need to temporarily suspend your access to the account as a means of protection.

Q: What happens after I report suspected fraud?
You will be required to cooperate in Voya’s investigation, and a representative from Voya will contact you to begin that process. This may include reporting the incident to authorities, providing a written affidavit, submitting your device for examination, and/or signing a release. The Voya S.A.F.E. Guarantee does not cover taxes, legal fees, lost opportunity costs, or other damages. We also reserve the right to offset any amount we would otherwise pay you by the compensation you receive from other sources; and we may seek restitution for any reimbursement you receive from those who committed the misconduct. In addition, we may require you to assign certain rights over to us regarding the loss, and we limit you from assigning your rights over to another party. The Voya S.A.F.E. Guarantee does not create or alter any rights or responsibilities of any person except as expressly set forth herein.