With MFA, your email address and mobile number will be added to your account security. This means that you can choose to send a verification code to your mobile phone or to your email address.

It’s up to you! However, we recommend using your mobile phone as it is the most secure method. Your email is available as an alternative verification method if you don’t have your mobile with you.

You will need to add an email address and mobile number to secure your Member Portal account. Once enabled, you can choose either verification method to confirm your identity when you log in.

A verification code, sometimes called a one-time pin or OTP, is a temporary 6-digit code which is sent to your mobile number or email address, and is used to confirm your identity. The verification code will expire after 5 minutes, can only be used once and should not be shared with anyone.

When you log in to your Member Portal, you can choose to remember your device for 30 days. This means that you won’t need to verify your identity while using that device to log in during that period.

If you have already registered for your Member Portal, you will be able to skip the MFA setup and access your Member Portal until 30 June 2027. From this date, added account security will become mandatory to access your Member Portal.

If you are registering for your Member Portal for the first time, setting up your account security with MFA is required. 

Once you have set up MFA and it becomes mandatory to log in, you’ll need access to one of the verification methods registered to your account, such as your mobile phone or email address. Please check that your contact details are current before you travel.

If you need any help, please contact us

If you have not received a code after 5 minutes, you can request a new code.

While you’re waiting, check that your mobile phone has service. If you selected email, view your spam or junk folders. If you’re still unable to receive a code or access your account, please contact us.

You can select ‘Forgot your password?’ from the log in screen of your Member Portal.

If you have already set up your account security, you may need to verify your identify using MFA to do this.

Some of our policy holders, and other insured persons share the same contact details. However, to access your Member Portal and set up your account security, you will need your own unique email address and mobile number to receive your verification code.

Each member is required to have one email address recorded on their contact details.

When a Member Portal registered email address differs from the communications email address on 'Member details', the registered email will automatically become the primary email when a member logs in.

To check that your details are correct, please log in to your Member Portal and check that your contact details in 'Member details' matches your Member Portal username. If you aren't able to log in to your Member Portal, please contact us.

You will need to update your details via the 'Account Security' section of your Member Portal, using an existing verification method. If you no longer have access to an existing verification method, contact us

Once you have registered for your Member Portal, or set up your MFA, your contact details can only be updated through the 'Account Security' section of your Member Portal.

To change your contact details through 'Account Security', you will need to confirm your identity with a one-time verification code.

Once MFA is enabled, your email and phone number can only be managed through your own Account Security settings in your Member Portal. Another member on the policy cannot change those details on your behalf.

If you’re having trouble setting up your account security or accessing your Member Portal account using MFA, please contact us