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 International 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). 

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 International is helping to protect your details from cyber-attack or fraud. 

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 International 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). 

You can choose to share access with one more adult on your policy so they too can access the Member Service Centre and CBHS International 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. 

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 174 537 and request this update.

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

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. 

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. 

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. 

If a mobile number listed on the policy is incorrect or outdated, please call our Member Services team on 1300 174 537 to have your details updated.

CBHS International supports MFA via email for the main policyholder only. If you share access to the Member Service Centre or CBHS International 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 174 537 for further assistance.

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

To keep your personal information safe and secure, CBHS International 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 International app after too many failed password attempts, you’ll need to perform a password recovery process using the instructions provided.  

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.