Member Insider: more access and enhanced security on our digital platforms

At CBHS, we continuously strive to improve our members’ experience, ensuring that managing your health cover is simpler and safer. We’ve recently made some important upgrades to our Member Service Centre and CBHS app to enhance your login process, and we’re excited to share them with you.

Why we’ve made these changes

At CBHS, your feedback matters. We’re always listening to you and continuously looking for ways to improve your experience. With the recent rise in security awareness, we knew it was important to enhance both the ease of access to your account and the protection of your personal information.

Multi-factor authentication or MFA is a security measure that requires a member to confirm their identity using two or more verification factors every time they login. This means that you'll get a unique one-time password or OTP (a six-digit code) sent via email or SMS whenever you attempt to login to our Member Service Centre or CBHS app. This is an important step in protecting your information.

You may have noticed that CBHS has been using MFA for some time. 

What’s new?

1. Share app and Member Service Centre access with another adult on your policy
   Previously, only one phone number could receive the one-time password (OTP) required for access. Now, you can register one additional phone number so another adult on your policy can receive the OTP and login directly from their phone or desktop. 

   Please note: when you share access to the Member Service Centre and CBHS app to another adult policyholder – such as your spouse – they’ll be able to change your contact details, login independently into your account, submit claims, and more. Essentially, they’ll have the same access you have. This access can only be shared with another adult policyholder and excludes dependants. 

    

2. Additional layer of security when you make changes to your personal details:
   To ensure it’s really you who made the changes, you’ll be prompted to enter a one-time password (OTP) again to verify your identity before any updates are confirmed. This extra step helps protect your account and personal information. You'll need to have your phone or email account handy, as the password will be sent via SMS or email. 

How to share access to your policy:

If you want to let another adult on your policy access the Member Service Centre or CBHS app, here’s what you need to do:

1. Call CBHS Member Services team: give our friendly Member Services team a call at 1300 654 123 and ask to share access with another adult on your policy

2. Update your CBHS app: download the latest version of the CBHS app on your phone

3. Login: use your membership number and password like you normally would

4. Select your phone number: pick your phone number from the drop-down list to get the one-time password (OTP)

5. Enter the OTP: type in the OTP you receive

6. You’re in: you’ll now be logged into the Member Service Centre or CBHS app.

It’s that easy to share access to another adult on your policy. See below exactly how these changes will look on your CBHS app and in the Member Service Centre.

At CBHS, we’re committed to enhancing your member experience. These changes to the login process are just one of the many ways we’re constantly working to ensure you receive efficient, high-quality service.

Here’s a summary of what’s changing:

• Enhanced login flexibility. An additional eligible adult member on your policy can now have access to Member Service Centre and CBHS app, making it easier for your family to manage your health cover.

• Stronger security. We’re introducing an extra authentication step whenever changes are made to important account details, such as contact or payment information, ensuring your data remains protected.

We hope these improvements make managing your health cover easier and more secure. If you have any questions or need assistance, don’t hesitate to contact our Member Services team on 1300 654 123.