Survey reveals Australian consumer concerns about fraud and security

Survey reveals Australian consumer concerns about fraud and security | Insurance Business Australia

Insurance News

Survey reveals Australian consumer concerns about fraud and security

87% are worried about AI

Insurance News

By
Grant Funtila

A survey conducted by Ping Identity shed light on the growing concerns among Australian consumers regarding identity fraud and the impact of artificial intelligence (AI) on identity security. Ping’s 2024 consumer survey found that 87% of Australians are worried about the potential risks to their identity as AI is integrated more into digital services.

In the survey, 73% of respondents expressed their dissatisfaction with the current login methods into apps and websites.

Passwords, in particular, are a major part of the frustration. According to the survey, 88% of the participants were frustrated with managing multiple passwords, with 60% saying they have too many to remember. Fifty-five per cent admitted to having stopped using a service because of difficulties logging in, with healthcare apps being the biggest offenders.

The survey also revealed a desire for user-friendly and secure login solutions such as multi-factor authentication, one-time passwords, and biometrics.

In addition, the report also shows the rising concern over identity fraud, with 96% of respondents expressing their worry about personal data being accessible online. It’s not a surprise since 33% of Australians have fallen victim to some form of identity fraud. The most common types are financial identity fraud (19%), accounts takeover (8%), and impersonation (7%). 29% of the participants also said they regularly receive daily spam calls.

Lastly, the survey revealed hesitation from consumers regarding AI and decentralized identity (DCI) technology. 84% of the respondents admitted concerns about using digital wallets, with the primary fear of losing their mobile devices (52%) and concerns over cyber-attacks (43%).

Furthermore, 54% of Australians cite transparency as the biggest issue with AI, while 52% believe the technology introduces greater security risks. Thirty-six per cent of the respondents did admit to using AI in their personal or professional lives, while 69% still prefer human interaction even if it results in longer wait times.

“Today’s challenging economic times leave no room for complacency,” said Ashley Diffey (pictured), vice president for Australia and New Zealand at Ping Identity. “The companies that will survive and thrive are those that consistently provide customers with a seamlessly secure digital experience. By harnessing new technologies such as AI and digital credentials to personalise experiences and empower control, businesses can shape a future where login burdens are few and trust in personal identity security is commonplace.”