Technology has changed how we protect our identities, our finances, and our insurance accounts. For many, especially older adults, that change feels overwhelming, unnecessary, or even unsafe.
Here’s the truth:
You don’t need to be good with technology. You just need a lock on your digital accounts – and someone you trust if the lock sticks.
Our role as insurance professionals isn’t to force technology on people. It’s to help them stay protected without fear.
I see this issue from both sides, professionally and personally.
In my work as an insurance professional, I help people every day who are frustrated, anxious, or confused by technology requirements like online portals, multi-factor authentication, mobile apps, and automatic payments.
But I also see it at home.
I’m in my mid-30s, and both my parents and my in-laws regularly struggle with today’s digital systems. These are people I consider tech-savvy by any reasonable standard. They use iPads comfortably. They browse the internet. They email. They FaceTime. They shop online.
And yet…
They still run into problems with:
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Multi-factor authentication
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Multiple passwords for multiple portals
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App-based logins
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Security prompts that feel confusing or intimidating
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Fear of “doing something wrong” and getting locked out
This is an important point:
You don’t have to be a senior or senior citizen to fall into this category.
There are plenty of people; of all ages, who are:
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Anti-technology
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Skeptical or fearful of AI
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Overwhelmed by constant system changes
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Uncomfortable learning new digital processes
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Simply tired of remembering “one more password”
And that discomfort doesn’t mean they’re incapable, careless, or behind the times. It means the world changed faster than most people were ever asked to adapt.
Why This Matters Now
Technology used to be optional. Today, it isn’t.
Banks, insurance companies, healthcare systems, Social Security, Medicare, utilities, and even local governments now rely on digital identity to protect accounts from fraud.
That protection is necessary, but without guidance, it can feel like punishment. Which leads to a dangerous misconception: “If I avoid technology, I’ll be safer.”
In today’s environment, the opposite is true.
The Core Problem
Many older adults grew up in a world where:
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Identity was verified in person
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Trust was built through institutions and paper
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Fraud was rare, slow, and local
That world no longer exists. Today:
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Fraud is instant
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Attacks are personalized
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Identity theft is scalable
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Criminals never need physical access
AI didn’t just change technology – it changed crime.
To respond, banks, insurers, Social Security, and Medicare now rely on:
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Multi-Factor Authentication (MFA)
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Biometrics (fingerprint / Face ID)
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Online portals
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Automated alerts and payments
These tools increase safety, but they also raise the barrier for people who never needed tech skills before. To many, this doesn’t feel like protection; it feels like risk.
Why Fear Leads to More Risk (Not Less)
Many seniors quietly believe:
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“If I press the wrong thing, I’ll lose everything”
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“I won’t know if something is fake”
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“If I get locked out, I’ll never get back in”
So, they avoid technology.
Unfortunately, in today’s environment:
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Avoidance = vulnerability
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Paper-only systems no longer exist
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Unmanaged accounts attract fraud
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Scammers exploit confusion and fear
Not using technology is no longer the safe option.
The Goal: Assisted Independence (Not Forced Expertise)
This isn’t about turning seniors into tech experts. The goal is:
Assisted independence and protection with help – not pressure. People don’t need to understand everything. They need to know who helps them when something goes wrong.
What We Found That Actually Works (And Not Just for Insurance!)
At Landmark Insurance, we have found that clients are more amenable to try when, one consistent person helps them, security is explained why, not how, and they know who to call before clicking anything.
Assisting our clients is never more important than ever, as insurance companies are increasingly penalizing mail and phone payments. Clients are seeing:
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Additional processing fees
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Loss of paper-bill discounts
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Higher installment charges
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Fewer payment options over time
Most carriers now strongly encourage clients to pay through their secure online portals using EFT (bank draft), Credit or debit card, and especially automatic payments.
From a carrier’s perspective, digital payments: reduce fraud, lower administrative costs, eliminate printing and postage expenses, and allowing more time for staff to assist clients with difficult issues.
As your Agents, we don’t want you to have to pay extra fees, possibly miss payments, and possibly miss out on discounts you could be receiving because of the fear of technology.
This isn’t about being difficult—it’s about cost and security.
Here are a few points we think are important if you or a loved one is struggling in this newer AI, MFA, pay-online, era.
1.Designate One Insurance Helper
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Choose one trusted person
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Write down their name and phone number
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Agree: “I call this person before clicking links”
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Too many helpers = confusion and risk.
2. Use One Device for Insurance
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One phone, tablet, or computer (NOT all 3!)
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Automatic updates turned on!
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No public or shared devices to limit fraud!
3. Enable the Easiest Secure Login
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Fingerprint or Face ID
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Simple backup PIN
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Avoid memorizing multiple passwords
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Biometrics reduce lockouts and mistakes.
4. Set Up MFA (Required)
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Use text message codes when possible
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Never share verification codes
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Insurance companies will never ask for codes by phone
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Anyone asking for a code is a scam.
5. Keep Insurance Info on Paper (Backup Only)
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Include:
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Insurance company
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Policy number
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Agent name and phone
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Claims & billing numbers
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Paper is a backup – not how changes are made.
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6. Know the Safe Way to Get Help
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Call your agent directly
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Use known phone numbers
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Don’t click links unless confirmed
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Rule: When in doubt, don’t click – call.
7. Claims Safety Rules
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Claims start with you or your agent
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No threats, urgency, or arrests
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No gift cards, wires, or pressure
8. Billing & Payments
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Automatic payments –Ask your designated trusted helper if needed
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Review statements monthly
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Never change banking info from a link
9. Quarterly Check-In (15 Minutes)
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Have your “designated person” with you to assist
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Confirm login works
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Review bills or claims
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Update helper info
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Small check-ins prevent big problems.
What “Good” Looks Like
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They can access insurance when needed
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They know who to call
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MFA doesn’t cause panic
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Scams are easier to spot
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Coverage stays intact
This isn’t about learning technology. It’s about:
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Putting a lock on your digital accounts
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Knowing who has the spare key
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Feeling safe, not forced, while doing it
That’s where a real insurance agent still matters most.
