Multifactor authentication (MFA) is going to happen in the insurance industry. The question is if it will be easy or painful for carriers and their agency partners. The good news is, with a little planning and measuring, carriers can avoid pitfalls and iron out potholes, making the journey to better security quite smooth.

Key performance indicators are central to MFA implementation success. Before The Hartford rolled out MFA, we developed success criteria, such as the ideal number of logins done with MFA and the acceptable number of help desk calls. Our first step, which is absolutely crucial for all carriers, was to create a change management board with a lead who owned the enterprise-wide project.