Multi-factor authentication: Frequently asked questions

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 log in. A unique one-time code will be provided by SMS or email when logging in. At this time, CBHS only provides mobile-based MFA via SMS to the mobile phone or email address held by the main policyholder.

Multi-factor authentication makes it harder for cyber-criminals to access the personal information of our members by enforcing an additional authorisation layer when logging in online. 

ReCAPTCHA is a security measure that requires a person to select certain images in a series of pictures. For example, the instruction might ask users to select all squares with a traffic light. This test ensures that only humans are accessing the online portal and helps to reduce the risk of an automated or bot attack.  

To help keep your personal information and data safe, we’ve introduced mandatory multi-factor authentication when logging in to the Member Centre. You will be required to enter a unique one-time code that will be sent via SMS to the main policyholder’s mobile phone number or the email address of the main policyholder held on file. A new code will be required every time you access the Member Centre.

You may also be asked to select certain images in a series of pictures. This is to help prevent non-authorised access to your personal details in the event of an automated cyber-attack. 

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. The introduction of MFA is just one of the ways CBHS is helping to protect your details from cyber-attack or fraud. 

The introduction of MFA is automatic and mandatory across all member accounts. To ensure you can continue to access the Member Centre, you should confirm your mobile phone and email details are correct via the mobile app, or by speaking with our Member Care team on 1300 654 123.

Yes. CBHS has introduced MFA to help prevent unauthorised access to your accounts and personal information. This means that a unique code is required every time you log in to the Member Centre. This code will be active for two minutes before expiring. 

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 phone or email. 

If the mobile number listed on the policy is incorrect or outdated, please contact our Member Care team to have your details updated.

Currently only the main policyholder can register to have access to the Member Centre, so members will need to make sure the main policyholder’s email and mobile number are up to date.

Yes. CBHS supports MFA also via email. If you don’t have a mobile phone or email, you will need to contact our Member Care team for further assistance.

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. 

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

The code should arrive with a few 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.

If you need help logging in, please get in touch with our Member Care team on 1300 654 123 or help@cbhs.com.au