Customer protection guarantee

Customer Protection Guarantee

At Principal® it’s our priority to help keep your retirement account information safe and secure.

Our data security is strong, and we guarantee it. Principal will reimburse your employer- sponsored retirement account for losses from unauthorized activity occurring through no fault of your own.

How do I qualify for the Customer Protection Guarantee:

  • Register your account online at and keep your contact information up-to-date, especially your mobile number and email address to ensure we can contact you in case of suspected unauthorized activity.

Best practices to keep your personal data secure.

  • Log in to your account frequently.
  • Use an authenticator app to receive notifications for two-factor authentication.
  • Make sure you have strong, unique passwords.
  • Create answers to security questions that only you would know.
  • Protect and don’t share your login credentials.
  • Sign up for transaction notifications so you can be alerted in real time.
  • Keep your contact information current.
  • Stay informed and read correspondence from all your financial service providers.
  • If something looks suspicious, report it.
  • Use virus protection on devices.

Read these additional tips for more ways to protect your personal data.

What’s not covered by the Customer Protection Guarantee:

  • Loss due to sharing credentials with anyone or not adequately securing your credentials from family members/acquaintances.
  • Distributions that were transferred to outside accounts that are beneficially owned by you.
  • Distribution checks that were mailed to your address on file, or to another address at your direction, but fraudulently cashed by someone else.
  • Fraudulent activity, malware, or breach of security by the plan sponsor, financial professional, third-party administrator (TPA), or a third party you have authorized to receive your account information.

Here’s what we're doing every day to help keep your personal information secure.

Your financial information is designed to be safe because of our people, processes, and technology.

  • Required employee background checks and annual security training.
  • 24/7/365 security operations center.
  • Conducting annual third-party testing of our network and systems.
  • Risk assessments of all third parties.
  • Investing in technology like phone validation, two-factor authentication, behavioral biometrics, account validation, and more.

What to do if you suspect fraudulent activity on your account

Please contact Principal right away.

  1. Call during normal business hours at 800-547-7754 (Monday-Friday, 7 a.m.–9 p.m. CT).
  2. Contact us online (available 24/7).

If we find suspicious activity, we’ll work with you to review what happened which could include working with a professional security company to review your personal computer or other devices. We may require you to sign an affidavit and/or file a police report. We’ll use the facts of the case to determine if unauthorized activity has occurred. We’ll then evaluate if the guarantee applies based on the circumstances.