New online experience FAQs

The new MLC Life Insurance Customer Portal

  • What life insurance policies can be viewed in the new Customer Portal?

    You’ll have access to the following products through the Customer Portal.

    • MLC Insurance – Policy no. starting with 9
    • MLC Insurance (Super) – Policy no. starting with 9
    • MLC Protectionfirst, obtained since Feb 2002 – Policy no. starting with 8
  • How do I log in for the first time?

    Once you have received your Customer Number in an email from us you can logon in three easy steps.

    1. Visit
    2. Enter your Customer Number as your username.
    3. Enter the code sent to your mobile, create a new password and you’re in!
  • Why do I have to use a new Customer Number to log in instead of my policy number?
    Your new Customer Number is different to your policy number as it helps us give you an aggregate view of all your insurance policies in one place.
  • How will I receive my Customer Number?
    If you've accessed your policy on MemberOnline in the last 24 months, you'll receive an email with your new login details. If you’d like access before receiving your email, call us on 13 65 25 to ask for your Customer Number. We’ll ask you a few questions as part of a routine security check.

    If you're a new customer who's taken out a policy with MLC Life Insurance from 28 April 2020, you’ll receive your Customer Number and login details automatically as part of your welcome email/pack.

  • Do I need to continue using MemberOnline if I have access to the new Customer Portal?
    Yes, only if you have insurance, super and investment policies that aren’t available on the new Customer Portal
  • What are the improved security measures of the new Customer Portal?

    Keeping your personal information safe is important to us. To improve security, we’re introducing a two-step verification process when first logging in to the Customer Portal by sending a one-time password to your registered mobile number.  

    We’re also increasing security measures by password protecting any sensitive underwriting and claims information sent via email. To view these emails, you’ll need to enter a password delivered via SMS to your registered mobile number. This password is issued to you within 15 minutes of the correspondence being sent.

    If you don’t receive the SMS, you’ll need to call the MLC Life Insurance Customer Contact Centre on 13 65 25.

  • Who do I call if I need help using the Customer Portal?
    You can call the MLC Life Insurance Customer Contact Centre on 13 65 25 for help with the Customer Portal.

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