Firms hit out at Sesame move to encrypt emails
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Sesame members have hit out at the network over plans to force advisers to encrypt emails containing confidential information, meaning that clients will have to download software in order to open correspondence.
Sesame has notified its member firms that all emails containing confidential information must be encrypted and has chosen Origo Unipass Securemail as the preferred software.
From January 1, 2010, all emails sent between Sesame and its members must be encrypted, emails to clients containing confidential information must be encrypted by March 1. All confidential emails to companies must be encrypted by June 1.
Sesame Adviser Forum has been swamped with complaints from IFAs, who say that they and their clients are having trouble downloading and using the software. They say technical support from Sesame is limited.
Advisers say some clients are requesting that emails are not encrypted because they do not want to download the software, but Sesame says this is not an option.
H.R. Independent Financial Services director Tim Harvey says the technology is difficult to install and has not been properly tested.
He says: “The technology is flakey at best and the support from Sesame is poor. I contacted Sesame for help and they referred me to Origo. I have the feeling that we are guinea pigs and the technology has not been properly tested. I have a lot of time for Sesame and they do a lot of good work but I’m very disappointed that they have gone for this without thinking it through and properly testing the system.”
Liberty Bishop Financial Services independent financial adviser Edward Thomson says the program causes Microsoft Word 2007 software to crash and creates problems accessing the secure emails externally.
He says: “When you call Sesame for help they seem to make out as though you are the only IFA having problems, but that’s clearly not the case. Anything to do with IT and Sesame seems to fall down at the first hurdle.”
Other advisers on the forum argue that it is unnecessary to encrypt emails being sent to an account that is already password-protected, when faxes and postal services cannot be secured.
One adviser, who does not want to be named, says: “The feedback we are getting from clients is that they do not want us to encrypt their emails but Sesame will not allow them to opt out. Any confidential information will have to be faxed or posted to them, which seems silly because they are much less secure.”
A Sesame spokesman says data security is a “huge social and regulatory issue” that the industry needs to help tackle.
He says: “The majority of members have successfully installed the free software, but we are sorry if anyone is having difficulties and we will do everything we can to help because it is in everyone’s interests to get this right.”
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Readers' comments (47)
Dave Green | 11 Dec 2009 10:10 am
Does this mean Sesame IFAs have been sending personal information around using plain unencrypted emails until now? If so, that's absolutely scandalous!
The Information Commissioner should be down on them like a ton of bricks, if this report is true.
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James | 11 Dec 2009 10:13 am
When you sat advisers 'Hit out' I think you mean a couple of out-of-date close-to-retirement old-school IFAs who know nothing about the security risks of email had a little grumble.
This is an excellent move by Sesame. All firms should be doing this - what could be fairer to customers than protecting their private information?
Stop winging.
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Anonymous | 11 Dec 2009 10:14 am
Protecting client information is vital, and we must do all we can to meet the requirement. No one likes change, and this is just another example of people complaining because of change.
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Anonymous | 11 Dec 2009 10:17 am
It seems Sesame have closed their ears to all reasonable argument. There advisers will go to other networks like Tenet who are pro advisers and want to help us do our business.
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David Roberts | 11 Dec 2009 10:18 am
Ha!
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Debbie Boyes | 11 Dec 2009 10:20 am
I agree with Edward Thompson, I have been made to feel that I am the only one unable to use this system. It has messed up so much of our IT and it has cost us a fortune with our IT support.
In addition, I have clients who do most of their business on Blackberry/HTC phones - the system does not work on these!!! These clients have specifically and categorically told me that they WILL NOT use encrypted emails!
When I asked Sesame about this I was told that I had no choice, my clients could not opt out and if they wouldnt use it then I had to post information to them.
The whole reason clients use Blackberry/HTC is because they are travelling/away from their offices - how exactly do I post something to a client who is travelling from place to place on business without jeopardising their applications?
I have pointed out that to force clients to use this technology is in breach of all TCF principles .
Sesame is a fantastic organisation and in general I cannot praise them enough - however, on this one I am extremely annoyed.
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Anonymous | 11 Dec 2009 10:20 am
We have removed the encryption software as it disrupted the 1st Software back office system that we run. Sesame has been no help whatsoever and continues to send encrypted email, containing such sensitive information as advertisement wordings - surely the point of these is that they will be seen, anyone wanting to intercept these is welcome.
This has been a poorly thought out and executed attempt to be "holier than thou", something that Sesame is very good at.
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Richard Smith | 11 Dec 2009 10:24 am
At last someone has woken up to the fact that Security might be an issue.
Email Encryption has been easy to do for a long while and has been built into all Microsoft and other software for a long while.
The whole area of Data Protection is not taken that seriously by many in the financial services sector, and that is why as IFA's we formed our own Tech Firm to work with and advise other IFA's.
Well done Sesame, however you could have made it a lot simpler and of course sooner.
Richard Smith IFA and Tech Consultant.
http://www.theinternetconsultancy.com
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Alan Moran | 11 Dec 2009 10:27 am
How scandalous! Sesame members are still sending out unencrypted emails. I'm not a fan of Sesame but in this case they are absolutely right. Come on Sesame members get into the 21st Century and recognise the security risks.
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blah blah | 11 Dec 2009 10:27 am
I am a Sesame Network Member ... Whats the problem? Get on with it? or is this just a smear campaign talking nonsense hardly breaking news mortgage strategy come on!
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