Person-Based Logins Frequently Asked Questions
Person-Based Logins Frequently Asked Questions
As part of our commitment to enhancing security and improving your experience, we’re making changes to how members log in to our Mobile App and Member Portal.
These FAQs explain what’s changing, why it matters, and how members can continue accessing their account.
These FAQs explain what’s changing, why it matters, and how members can continue accessing their account.
What is changing?
We are moving to each person on a Navy Health policy who is 16 years or over having their own individual access to their account via the Mobile App and Member Portal. This will be supported by each user using their own individual email address for access.
Why is Navy Health making this change and what does this mean for me?
With each member having their own account, we’re moving to a more secure, person-based login experience. This means that sharing login details with everyone on the policy to access the Mobile App or Member Portal is no longer required.
You will be able to:
– Access your own information more securely, without relying on the policyholder to share their username, password and multi-factor authentication codes.
– Have greater control over your personal details and your claims submissions.
You will be able to:
– Access your own information more securely, without relying on the policyholder to share their username, password and multi-factor authentication codes.
– Have greater control over your personal details and your claims submissions.
Updating your email address ahead of time can help avoid any issues when registering or logging in once we move to person-based logins.
How to update email addresses in the Mobile App or Member Portal:
How to update email addresses in the Mobile App or Member Portal:
- Tap the menu icon (top left corner)
- Select Membership, then select People covered
- Choose the person you want to update
- Edit their email address (and other details if needed)
- Click Update.
Will I still be able to see the same information I can now?
Yes, if you are the main policyholder or have delegated authority, you’ll still be able to view your cover details and manage claims and personal information for the policy. The main change is how you log in, not what you can access.
Partners and Dependants will no longer have full access to view or edit all details on the policy but will be able to see the information that relates to their own cover.
Partners and Dependants will no longer have full access to view or edit all details on the policy but will be able to see the information that relates to their own cover.
Why do I need to register when I already have an account?
As part of this change, all members will need to create their own individual account.
This ensures your account is linked to your personal record rather than the overall membership. Your new login email address and password are for your use only and can be different from the email address used for membership communications.
This ensures your account is linked to your personal record rather than the overall membership. Your new login email address and password are for your use only and can be different from the email address used for membership communications.
How do I complete my registration?
When the new login experience is introduced, our Mobile App and Member Portal will prompt you to reregister. You then need to follow the steps to complete the registration. This will include verifying the membership number as well as your first name, last name, email address and date of birth which is currently linked to your membership profile. Once you have completed this step successfully you will be prompted to create a new password and set up multi-factor authentication.
We recommend making sure your contact details are up to date now, so you’re ready when registration becomes available.
We recommend making sure your contact details are up to date now, so you’re ready when registration becomes available.
What should I do if I have trouble registering?
If you experience any issues during the registration process or when updating your details prior to the change, you can contact our Member Services team on 1300 306 289 or email query@navyhealth.com.au
They can guide you through the process or assist with registering and updating your details if needed.
They can guide you through the process or assist with registering and updating your details if needed.
Why do I need my own email address, and what do I do if I don’t have one?
Each member aged 16 or over will need a unique email address to create their own individual account, register and access their account. The platform is unable to set up two accounts which are linked to the same email address.
This helps ensure your information is secure and only accessible by you.
If you don’t currently have your own email address, you may wish to set one up using a free email provider (such as Gmail or Outlook) before registering. If you don’t have one you will be unable to register for an account.
This helps ensure your information is secure and only accessible by you.
If you don’t currently have your own email address, you may wish to set one up using a free email provider (such as Gmail or Outlook) before registering. If you don’t have one you will be unable to register for an account.
What should I do if more than one person on my policy is using the same email address?
Each member will need their own unique email address to log in.
If multiple people on your policy currently share an email address, it will need to be updated so that each person has their own email address.
If multiple people on your policy currently share an email address, it will need to be updated so that each person has their own email address.
I’m on a Young Adult Membership (YAM). What does this mean for me?
If you’re on a Young Adult Membership, you can currently access one cover (Hospital or Extras) per email address, with the emails used likely to be the policyholder’s on each account (your email for your Extras account and a parent’s for the Hospital account).
Under the new login setup:
– Each account will be linked to a unique email address, which means you will need two separate email addresses if you would like to access details for both policies digitally. These cannot be the same as your parent’s email addresses, or anyone else’s on the policy.
– If you would like to access just Extras cover, you will only need to create the one account using the unique email associated with your personal record linked to this policy. Adding a unique email address to your personal record on both policies, prior to the change, can help make the registration process simpler and provide complete access to the cover you hold.
Under the new login setup:
– Each account will be linked to a unique email address, which means you will need two separate email addresses if you would like to access details for both policies digitally. These cannot be the same as your parent’s email addresses, or anyone else’s on the policy.
– If you would like to access just Extras cover, you will only need to create the one account using the unique email associated with your personal record linked to this policy. Adding a unique email address to your personal record on both policies, prior to the change, can help make the registration process simpler and provide complete access to the cover you hold.
What if I have two policies?
If you have multiple policies, you can currently access one cover (Hospital or Extras) per email address.
Under the new login setup:
– Each account will be linked to a unique email address, which means you will need two separate email addresses to enable digital access to two separate policies. These cannot be the same as anyone else’s on the policy
– If you would like to, for instance, access just Extras cover, you will only need to create the one account using the unique email associated with your personal record linked to this policy. Adding a unique email address to your personal records on both policies prior to the change can help make the registration process simpler and provide complete access to the cover you hold.
Under the new login setup:
– Each account will be linked to a unique email address, which means you will need two separate email addresses to enable digital access to two separate policies. These cannot be the same as anyone else’s on the policy
– If you would like to, for instance, access just Extras cover, you will only need to create the one account using the unique email associated with your personal record linked to this policy. Adding a unique email address to your personal records on both policies prior to the change can help make the registration process simpler and provide complete access to the cover you hold.
What is multi-factor authentication and why is it necessary?
Multi-factor authentication (MFA) is an extra layer of security.
When logging in, you’ll be asked to confirm your identity using a code sent to your mobile number (via SMS or call).
This helps protect your account, even if someone else finds out your password.
When logging in, you’ll be asked to confirm your identity using a code sent to your mobile number (via SMS or call).
This helps protect your account, even if someone else finds out your password.
What should I do if I don’t have a mobile phone?
If you don’t have a mobile phone, you will not be able to access the Mobile App or Member Portal. Our Member Services team are there to assist and can provide information about your account providing you are authorised on the account to request that information. Please call us on 1300 306 289 or email us at query@navyhealth.com.au for further assistance.
What security measures are in place to protect my information?
We’ve introduced a range of enhanced security features, including:
– Unique login credentials for each member
– Multi-factor authentication
– Strong password requirements
These measures help ensure your personal information remains safe and secure.
– Unique login credentials for each member
– Multi-factor authentication
– Strong password requirements
These measures help ensure your personal information remains safe and secure.
Can I make my information private from other members on the policy?
If a member aged 16 years or older chooses to keep their details private:
– Only that member will be able to manage their personal details and claims.
– The main policyholder won’t be able to access any information relating to this member account.
You can elect to keep your information private by calling our Member Services team.
– Only that member will be able to manage their personal details and claims.
– The main policyholder won’t be able to access any information relating to this member account.
You can elect to keep your information private by calling our Member Services team.
Need further assistance?
If you require further assistance, contact us by calling 1300 306 289 or email query@navyhealth.com.au.