Safeguarding Your Data

How Voya is keeping your accounts safe

Voya Financial has implemented numerous security measures to safeguard the confidentiality, integrity and availability of our customer data, including authentication, monitoring, auditing, and encryption. Security measures have been built into the design, implementation and day-to-day practices of our entire operating environment as a part of our continuing commitment to risk management. These measures are designed and intended to prevent corruption of data, block unknown or unauthorized access to our systems and information, and provide reasonable protection of customer information we possess.

Implementing username and password requirements

When you set up online access to your accounts, you create your own unique username and secret password, allowing you safe and secure access to your accounts. We have proprietary monitoring and other protective procedures in place, such as limits on password entry attempts and multifactor authentication.

Customer verification

No matter how you contact Voya — online or by phone — we verify your identity before allowing you to access your personal accounts.

Voice biometrics

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.

Multi-factor authentication

For certain account types, Voya will send a Verification Code (also known as a “One-Time Passcode”) via text or email for online activities including, but not limited to, forgotten username or password, online access to your account from a new device and PIN updates. For security purposes, the Voya Verification Code must be entered at the online prompt to continue.

Strong encryption

We employ some of the strongest methods of encryption commercially available today, in order to protect personal information such as your username and password or the contents of your portfolio as it travels from your computer to our systems.

Firewalls

To block unauthorized access, our computer systems are protected by firewalls or electronic barriers designed to prevent unauthorized access to our networks.

Secure email

The technology we deploy for sending emails to our customers enables us to digitally sign our messages, so you can verify that our messages have not been forged or altered.  We also encrypt customer emails containing sensitive personal information when sending them outside the Voya network.

Timed logoff

Our websites automatically log you off after an extended period of inactivity. This reduces the risk that others could access your information from your unattended computer or mobile device.

Constant systems surveillance

Our security teams monitor our systems around the clock in an effort to secure your information and ensure that only authorized access to your account is permitted.

Security at Voya worksites

Because we also print and deliver documents containing sensitive personal information, all Voya work areas are monitored continuously and access is restricted to authorized personnel only.  Voya also enforces a clean desk policy that requires sensitive customer information to be locked away when not in use.

Restricted access to customer data

Just as we limit physical access to our work areas, we also restrict access to systems that store or process customer data, and we continuously monitor access to these systems. Access to our systems is given only to approved and authorized roles within the organization.

Employee education

Our employees receive thorough role-based training on our security policies, and each employee is held accountable for compliance with these policies. Employees who work directly with customers also receive additional training on emerging risks, such as phishing emails, targeted scams and other forms of identity theft.

Customers use their voice to authenticate identity

Voya Voiceprint makes it easier for customers to get help and adds another layer of fraud-prevention to protect customers.

• Customer calls Customer Care and uses their PIN to authenticate identity.
• Voya collects 30-60 seconds of speech from the caller.
• Voice biometrics technology analyzes voice patterns, including more than 100 physical and behavioral factors based on voice patterns.
• Customer is given the option to set up enrollment.
• Voya Voiceprint will then be used to confirm the customer’s identity in subsequent calls to Voya.