Multi‑Factor Authentication FAQs for Customers

Learn how MFA works and how it protects your account

Logging in and security

What is multi-factor authentication (MFA)?

Multi-factor authentication (MFA) is an extra step to help keep your account safe.

When you log in, you’ll use your password as usual. Then we’ll send a quick code to your email. You’ll enter this code to finish signing in.

Why are you introducing this?

We’re adding this to better protect your personal information and help prevent fraud.

It’s something many banks and financial services now use, and it helps make sure only you can access your account.

Will this change how I log in?

Yes, slightly.

You’ll still use your username and password, but you’ll also need to enter a code we send to your email.

This only takes a few extra seconds, but it makes a big difference to security.

Getting ready

Do I need to do anything before this changes?

Yes, we recommend you do one quick check:

  • Make sure you can access the email linked to your account

If you can’t access that email anymore, please contact us so we can help update your details before this change happens.

 

Using MFA

What will happen when I log in?

When you log in:

  1. Enter your username and password
  2. We’ll send a code to your email
  3. Enter the code on screen to finish signing in

Will I need to do this every time?

You'll only be asked to enter a one-time passcode (OTP) once per day when you log in from the same device and browser.

 

If something doesn’t work

I didn’t receive my code – what should I do?

First, try the following:

  • Check your email inbox and junk folder
  • Make sure you’re using the correct email address
  • Request a new code

If you’re still having trouble, please contact us and we’ll help.

I no longer have access to my email – what should I do?

You’ll need access to your registered email to receive your security code.

If you can’t access it:

This may take a little time, but we’ll guide you through each step.

 

Getting help

What if I’m having trouble setting this up?

We’re here to help. If you’re unsure or having problems, please get in touch and we’ll talk you through it step by step.

I’m not confident using technology – what should I do?

That’s absolutely okay.

Our team can support you through the process in a way that works for you. Please contact us and we’ll help.

Will this affect my policy or account?

No. This only changes how you sign in to your online account. It won't affect your policy, investments, payments or personal details.

 Is multi-factor authentication free?

Yes. Multi-factor authentication is a free security feature and there is no charge for receiving or using your security code.