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Multi-factor authentication: Frequently asked questions

At CBHS Corporate, keeping your personal information safe and secure is our highest priority. To support the ongoing security of your personal and sensitive information, we have introduced new security measures to our Member Centre including multi-factor authentication and ReCAPTCHA.

These new security features are among the most effective ways to help prevent unauthorised access to your personal information and to ensure your data is protected.

Please see additional information in the FAQs below:

FAQs

What is multi-factor authentication (MFA)?

Multi-factor authentication or MFA is a security measure that requires a person to confirm their identity using two or more verification factors every time they login. For our Member Service Centre and CBHS Corporate app, you’ll be required to enter a one-time password (OTP) every time you login to your account and when you make changes to your personal details (once per session). It will be sent via SMS or email to the main policyholder or one additional adult on that policy (if you have nominated one).

Why is MFA a mandatory requirement?

MFA is one of the most effective ways of helping to protect personal and sensitive information held online. It is widely used by financial institutions to reduce unauthorised access to information and data. MFA is just one of the ways CBHS Corporate is helping to protect your details from cyber-attack or fraud.

How does MFA verify my identity?

You’ll be required to enter a one-time password (OTP) every time you login to your account on the Member Service Centre or CBHS Corporate app. You’ll also need to re-authenticate when you make changes to your personal details (once per session). The OTP will be sent via SMS or email, registered under your policy, to the main policyholder or one additional adult on that policy (if you have nominated one).

Can anyone on my cover use MFA?

You can choose to share access with one more adult on your policy so they too can access the Member Service Centre and CBHS Corporate app. This access excludes dependants.

The other adult simply needs to select their contact details from the dropdown menu, when prompted, to receive the OTP for login.

When you share access, the other adult will be able to change your contact details, login independently into your account, submit claims, and more. Essentially, they will have the same access you have.

How can I share access to my Member Service Centre or CBHS Corporate app?

If you don’t currently share access with another adult member on your policy but would like to, give our Member Services team a call on 1300 586 462 and request this update.

This access can only be shared with another adult on your policy and excludes dependants.

Is a one-time password (OTP) required every time I login?

Yes. A new OTP will be required every time you login to your account and when you make changes to your personal details (once per session). This code will be active for two minutes before expiring.

Why do I need to enter a new one-time password (OTP) when I update my personal details?

As an additional layer of security, if you choose to make changes to your personal details, you’ll be prompted to enter the OTP again (once per session), to verify your identity before any updates are confirmed. The reauthentication OTP will be sent to the initial mobile or email selected at login.

This extra step helps protect your account and personal information from cyber-attack or fraud.

What if the one-time password (OTP) expires before I use it?

The code is active for two minutes. If it expires before you use it, you can select the ‘re-send code’ button to have another code sent to your mobile or email.

What if my mobile number is wrong?

If a mobile number listed on the policy is incorrect or outdated, please call our Member Services team on 1300 586 462 to have your details updated.

I don’t have a mobile phone – can I still use multi-factor authentication?

CBHS Corporate supports MFA via email for the main policyholder only. If you share access to the Member Service Centre or CBHS Corporate app with an additional adult on your policy, the one-time password is only available via mobile phone.

If you don’t have a mobile phone or email, you’ll need to call our Member Services team on 1300 586 462 for further assistance.

Can I opt out of multi-factor authentication?

No. Multi-factor authentication is a mandatory security measure we've added to our log in experience to help keep our members' personal information safe.

I’ve entered my password incorrectly and am now locked out, what can I do?

To keep your personal information safe and secure, CBHS Corporate has limited the number of attempts to enter your password to five attempts. If you’re locked out of the Member Service Centre or CBHS Corporate app after too many failed password attempts, you’ll need to perform a password recovery process using the instructions provided.

How long does it take for the MFA code to come through by SMS or email?

The code should arrive within 30 seconds, though there are many factors that might impact how long it takes to receive your code, like where you’re located, your mobile or service provider and your signal strength.

Who do I reach out to for support?

If you need help logging in, please call our Member Services team on 1300 586 462 for assistance.