Great Eastern - What is 2FA?

General Questions:

What is 2-Factor Authentication (2FA)? And how is this different from how I currently access the internet systems?
2FA is a security process used to confirm the identity of an authorised user. In the 2FA login process, in addition to entering your usual login ID and password, you will also be required to enter a One-Time Password (OTP), generated by your 2FA Token, which acts as a 2nd level of authentication.

Great Eastern offers SMS OTP for you to obtain One-Time Password (OTP) :-
- SMS OTP - OTP will be sent via an SMS to your pre-registered mobile phone number everytime you log into internet systems.
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Why is Great Eastern introducing 2FA?
Great Eastern is committed to protecting the security and confidentiality of your personal information.

The introduction of 2-Factor Authentication is part of our ongoing efforts to ensure that our customers feel secured in using the internet systems by providing an additional level of protection against online identity theft and other online frauds.

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What is a 2FA OTP?
2FA OTP is a means for you to obtain One-Time Password, which is needed for a 2nd level of authentication as they log into the internet systems.

Great Eastern understands that our customers would have different considerations in mind when it comes to the ideal 2FA solution that causes the least impact to their daily lives, which is why we are offering SMS for our internet system users:- .

SMS OTP
OTPs are automatically sent to their pre-registered mobile phone number via SMS every time you try to log into internet systems. Like Mobile Phone Token users, SMS OTP users avoid the need of carrying additional hardware devices. However, the delivery of SMSes is dependent on the user's tele-communication service provider's service level. You would need to check with your tele-communication service provider for more details such as if there are any charges for receiving SMS overseas.

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What is a One-time Password (OTP)?
A One-time Password (OTP) is a 6-digit number that is generated by your 2FA OTP and is used as a 2nd level of authentication during the login process to the internet systems. 2FA is secure because every OTP is unique and can only be used in conjunction with a user's login ID and password. In addition, every OTP is valid for a few minutes only and can only be used once*.

*: You will have to obtain a new OTP if you exceeds the time limit to enter it into the system.

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How do I register for 2FA?
If you are an existing e-Connect user, you will be automatically prompted to register for 2FA during the normal login process. The registration will require you to key-in the mobile number and subsequent SMS OTP will be sent to this registered number.
If you are not an e-Connect user you may sign up for one at www.greateasternlife.com

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Can I choose not to use 2FA?
All users who log into online services are required to register for 2FA. Users will be given a grace period to register until 4-May-2012, after which all e-Connect services will need to register for 2FA.

For our policyholders' protection, we apologise that we are not able to continue providing any e-Connect online usage if you choose not to sign up for the additional 2FA security after the grace period is over.

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SMS OTP Questions:

How does the SMS OTP work?
Once the SMS OTP is activated, you will receive an OTP via SMS on your mobile phone every time you access the internet systems.

The 2FA login process for SMS OTP is as follows:
- Enter your usual login ID and password
- You will then be prompted to submit an OTP to complete his login process.
- You will receive the OTP via an SMS, and key it into the corresponding field of the login page.
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As an SMS Token user, how long will it take for me to receive the OTP on my mobile phone when I try to log into the internet systems?
You should receive the OTP via SMS on your mobile phone within a few seconds to just a minute after you have entered your login ID and password at the 1st step of login. The timing will depend on your tele-communication service provider involved in the delivery and the SMS traffic volume at that point in time.

As your OTP will expire after a certain timeframe, please use it as soon as it arrives on your mobile phone. In case of OTP expires, or not receiving any SMS, you may request again from eConnect 2FA screen.

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If I am an SMS Token user, what should I do if I lose my mobile phone?
If you lose your mobile phone, please immediately call our hotline below to temporarily disable your SMS OTP:

For Policyholders:
Please contact our Customer Service Hotline immediately at 1300-1300-88 or +603 4259 8888 if you are overseas to 'lock' your account to prevent unauthorized access.
If you have found your mobile phone or you have a new mobile phone with the same mobile number, you can then contact us at our Customer Service Careline or visit our Customer Service Centre to unlock your account. Our operating hours are from Mondays to Fridays, 8.30am to 5.15pm.
Alternative, you may email to us at wecare-my@greateasternlife.com

For Group MBS Admin
Attn: Group MBS Admin, Level 8
Menara Great Eastern,
303 Jalan Ampang
50450 Kuala Lumpur, Malaysia

If you require further assistance, please contact us at 03-48133818 or email to GMBSAdmin@greateasternlife.com

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Can I request for OTP while I'm traveling to overseas?
The One-Time PIN (OTP) can be sent to an overseas mobile number as long as the number has been registered or updated as your SMS OTP number.

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Can I register my foreign mobile number for OTP?
Yes you can.

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If I change my mobile phone number, do I need to update Great Eastern?
Yes, please update Great Eastern should there be any changes to your mobile phone number by dowloading this form and return the completed form to the below address for our processing.

Attn: Customer Service Department, Level 2
Menara Great Eastern,
303 Jalan Ampang
50450 Kuala Lumpur, Malaysia

If you require further assistance, please email us at wecare-my@greateasternlife.com or contact our Customer Service Careline at 1-300-1-300-88 or our branch office nearest to you. Our operating hours are from Monday to Friday, 8.30am to 5.15pm.

For Group MBS Admin
Attn: Group MBS Admin, Level 8
Menara Great Eastern,
303 Jalan Ampang
50450 Kuala Lumpur, Malaysia
Please contact us at 03-48133818 or email to GMBSAdmin@greateasternlife.com

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When can I start receiving OTP after I request to update my mobile number?
Upon successful update of your mobile number, please allow 3 working days for your number to be effective and ready to receive OTP.

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What should I do if I still do not receive my SMS OTP Notification after repeated attempts?
Please perform the following :
1. Check if the number you registered with us is the current number.
2. Check if your SMS inbox has sufficient capacity to receive incoming messages.
3. Check if your geographical location is within your mobile network coverage area.
4. If you are overseas, check with your tele-communication service provider that you are able to receive SMSes from Malaysia. In addition, some countries may have incompatible tele-communication infrastructure.
5. Check if your tele-communication service provider is not experiencing delays or interruptions due to high volume during festive seasons such as Christmas, Chinese New Year etc.
  
  For Policyholders:
  If you require further assistance, please email us at wecare-my@greateasternlife.com or contact our Customer Service Careline at 1-300-1-300-88 or our branch office nearest to you. Our operating hours are from Monday to Friday, 8.30am to 5.15pm.
  
  For Group MBS Admin
  Please contact us at 03-48133818 or email to GMBSAdmin@greateasternlife.com
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Are there any Charges for the SMS that I receive for OTP?
The once-Time Password (OTP) SMS domestically is free of charge. However, while you are traveling to overseas and on roaming service, the charges are subject to your mobile tele-communication service provider. For overseas policyholders, SMS cost will be borne by Great Eastern with internationcal SMS rate. Any additional charges from overseas tele-communication service provider to you will be borne by your goodself.

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