Customer Portal help


I need help logging in

  • How do I log in for the first time?

    The portal is accessible via To log in:

    1. Select Log in on the top right-hand side of the homepage.
    2. If it's your first time logging in or if you've forgotten your password, choose the option Forgot your password? or First time logging in? to proceed to the Reset Password page.
    3. Insert your Customer Number.
    4. Select Reset via SMS to receive a one-time code, enter the one-time code, and click Verify. Or select Reset via Email receive a reset password link.
    5. Create your new password.
  • I’m logging in for the first time but haven’t received a one-time code

    If you don’t receive a code, please contact us on 13 65 25, Monday to Friday 8.30am to 6pm (AEST/AEDT), to update your contact details. We’ll ask you a few questions as part of a routine security check.

    Note: We may have to contact our technical team to re-send your one-time code. Depending on current turnaround times, we may not be able to re-send you a code on the same day.

  • Where can I find my customer number?
    • Your customer number is included on your MLC Life Insurance welcome email and any recent correspondence we have sent you.
    • You can also select the ‘Forgot your customer number?’ link on the log in page and follow the prompts to have your customer number sent to you.

I need help with multi-factor authentication (MFA)

  • What is Multi-factor authentication (MFA) and why is it important for me?
    Multi-factor authentication adds an extra layer of protection, on top of your customer number and password, to confirm it’s you accessing the portal. It makes it much more difficult for unauthorised individuals to access your account.
  • Is my personal information secure with MFA?
    MFA adds an extra layer of protection to your account, significantly reducing the risk of unauthorised access. Make sure you keep your MFA device secure and avoid sharing recovery codes.
  • How do I set up my login with multi-factor authentication (MFA)?

    We’ve introduced multi-factor authentication (MFA) as a more secure way of accessing your account.

    After logging in with your customer number and password, you’ll be prompted to set up MFA for the first time:

    For SMS authentication, select ‘Set up’ under SMS authentication. Then:

    • provide your mobile number and select ‘Send code
    • you’ll receive an SMS of code on your mobile
    • enter the code and select ‘Verify’ to complete the setup.

    For email authentication, select ‘Set up’ under email authentication. Then,

    • select ‘Send code
    • you’ll receive a code in your email
    • enter the code and select ‘Verify’ to complete the setup

    Note: If you didn’t receive your code via email, check your junk or spam email folders.

  • How do I verify my login with multi-factor authentication (MFA)?

    If you’ve set up your MFA before, you’ll be prompted to authenticate your login.

    If you’ve previously chosen to authenticate with SMS,

    • You’ll receive a code on your mobile that has been registered for MFA.
    • Enter the code and select ‘Verify’.

    If you’ve previously opted to authenticate with email,

    • Select ‘Send code’ to receive a code in your email.
    • Enter the code and select ‘Verify’ to complete the step.

    Note: If you didn’t receive your code via email, check your junk or spam email folders.

  • What if I don't have access to my phone number or email address, or I'm overseas?
    Call us on 13 65 25, or +612 9121 6500 if you're overseas to update your mobile number and/or email address on our systems.
  • How often will I need to use MFA?

    You’ll need to use MFA every time you log in to the customer portal. You can check the ‘Remember me on this device for the next 24 hours’ box during the MFA verification to log in without verifying for the next 24 hours.

    Note: Never do this from a device that isn’t secure.

I’m having an issue with my account

  • My password is correct, but I can’t log in
    • Check you are using your MLC Life Insurance customer number, which is different to your policy number.
    • You can find your customer number on your original welcome email, recent correspondence from MLC Life Insurance, or by calling us on 13 65 25.
    • If you’re resetting your password, make sure your password meets all the requirements (as shown on the login portal) and is not the same as one your last 13 passwords.
  • I’ve confirmed my customer number and password but still can’t log in
    • Chrome is the preferred browser for MLC Life Insurance platforms, and we recommend using it to access your online portal.
    • Try using incognito/private window settings in your preferred browser.
    • Sometimes stored information can interfere with the performance of web pages. You may need to clear cookies and cache in your browser settings.
    • If you’ve cleared cookies and cache and Chrome still isn’t working, try another browser. Chrome is our preferred browser but factors with your home network and set-up may affect its performance. Safari, Microsoft Edge or Firefox browsers may also work well.
    • If you’ve tried these options without success, please call us on 13 65 25.

I need help with something else

  • I have a policy with you, but I can’t log in, or I can't see my policies when I log in

    If you have a policy with us, you may not be able to log in or see your policies because:

    • your policy is owned by more than one party (that may include trustees of a super fund), so only the ‘primary correspondent’ has access to the online portal. The primary correspondent can use their customer number to log in and view policy information
    • your policy is owned by a self-managed super fund (SMSF), so online access is granted via the trustee of the fund
    • the trustee is a company, so the customer number is only provided to director/s of the company.

    Online access is only available for the following product suites:

    • MLC Insurance & MLC Insurance Super,
    • Protectionfirst, and
    • Personal Protection Portfolio and Life Cover Super.