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?
Why is Great Eastern introducing 2FA?
What is a 2FA Token?
What is a One-time Password (OTP)?
How do I register for 2FA?
How do I change my mobile number which has been registered for my SMS token?
Will I be able to reactivate my 2FA token if I had entered an incorrect OTP 5 times in succession?
Can I choose not to use 2FA?

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 Token for you to obtain an OTP:-
- SMS Token - OTP will be sent via an SMS to your pre-registered mobile phone number.
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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 have a better peace of mind when 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 Token?
2FA Tokens are a means for users to obtain OTPs, which are 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 Tokens for our internet system users:- .

SMS Token
OTPs are automatically sent to their pre-registered mobile phone number via SMS every time the user tries to log into internet systems. Like Mobile Phone Token users, SMS Token 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. Users would need to check with their tele-communication service provider for more details such as if there are any charges for receiving SMS overseas. Users who subscribe to number portability or number retention services should check with their tele-communication service provider to confirm that SMSes sent by Great Eastern will be forwarded from their previous number to their new mobile phone number.

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What is a One-time Password (OTP)?
A One-time Password (OTP) is a string of numeric characters that is generated by your 2FA Token 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*.

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

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How do I register for 2FA?
Existing e-Connect users will be automatically prompted to register for 2FA during the normal login process.

Existing policyholders without an e-Connect account can sign up for one at www.lifeisgreat.com.sg.

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How do I change my mobile number which has been registered for my SMS token?
For Policyholders:
You may download this form and return the completed form to the below address for our processing.

Attn: Customer Service Department
1 Pickering Street, #13-01,
Great Eastern Centre
Singapore 048659

For your security, please note that we only accept the signed original form. No faxed or scanned copy is accepted. We also cannot accept email request as we cannot verify the sender’s identity via the email address.

Alternatively, you may contact our Customer Service hotline at 1800 248 2888 or +656248 2888 if you are overseas. You may also visit our Customer Service Centre for our Customer Service officers to assist you. Our operating hours are from Monday to Friday, 8.30am to 6.00pm.

For Distribution Representatives:
Please send your request using the company allotted email to AgencyAdmin@lifeisgreat.com.sg.

For GI-eXchange users (excluding Distribution Representatives):
Please contact our OAC Customer Service Hotline at 62482608/9 or e-mail to GI-Care@lifeisgreat.com.sg.

For EBHub users:
Please email to groupcs@lifeisgreat.com.sg.

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Will I be able to reactivate my 2FA token if I had entered an incorrect OTP 5 times in succession?
Yes, in order to reactivate your 2FA token, you may call our hotline below:

For Policyholders:
To unlock your account, you may download this form and return the completed form to the below address for our processing.

Attn: Customer Service Department
1 Pickering Street, #13-01,
Great Eastern Centre
Singapore 048659

For your security, please note that we only accept the signed original form. No fax or scan copy is accepted. We also cannot accept email request as we cannot verify the sender’s identity via the email address.

Alternatively, you may contact our Customer Service Hotline at 1800-248 2888 or +65 6248 2888 if you are overseas.

You may also walk-in to our Customer Service Centre for our Customer Service Officers to assist you.

Our operating hours are from Mondays to Fridays, 8.30am to 6.00pm.

For Distribution Representatives:
Please send your request using the company allotted email to AgencyAdmin@lifeisgreat.com.sg.

For GI-eXchange users (excluding Distribution Representatives):
Please contact our OAC Customer Service Hotline at 62482608/9 or e-mail to GI-Care@lifeisgreat.com.sg.

For EBHub users:
Please email to groupcs@lifeisgreat.com.sg.

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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. After the 2 months grace period, all users who want to use e-Connect services will need to register for 2FA.

For our policyholders' and stakeholders' 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 Token Questions:

How does the SMS Token work?
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?
If I am an SMS Token user, what should I do if I lose my mobile phone?
Does the SMS Token work if I try to access the internet systems while I am overseas?
If I change my mobile phone number, do I need to update Great Eastern?
What should I do if I still do not receive my SMS OTP Notification after repeated attempts?
Who should I contact to get clarification about short code barring or number retention services?

How does the SMS Token work?
Once the SMS Token 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 Token users is as follows:
- The user enters his usual login ID and password
- The user will then be prompted to submit an OTP to complete his login process.
- The user 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 few minutes 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.

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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 token:

For Policyholders:
Please contact our Customer Service Hotline immediately at 1800-248 2888 or +65 6248 2888 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 Hotline or visit our Customer Service centre to unlock your account. Our operating hours are from Mondays to Fridays, 8.30am to 6.00pm.

For Distribution Representatives:
Please send your request using the company allotted email to AgencyAdmin@lifeisgreat.com.sg.

For GI-eXchange Users (excluding Distribution Representatives):
Please contact our OAC Customer Service Hotline at 62482608/9 or e-mail to GI-Care@lifeisgreat.com.sg.

For EBHub users:
Please email to groupcs@lifeisgreat.com.sg.

If you are retaining the same mobile phone number, you can subsequently reactivate your SMS Token and bind it to the same mobile number by calling the same hotline.

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Does the SMS Token work if I try to access the internet system while I am overseas?
The internet system will continue to send you the OTP via SMS, and you should be able to receive them like how you receive your other personal SMSes when you are overseas. As your receipt of such SMSes will depend on your tele-communication service provider's roaming service, you may wish to consult them to find out more on delivery of SMSes to you whilst overseas, as well as the charges, if any, for receiving SMSes overseas.

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If I change my mobile phone number, do I need to update Great Eastern?
Yes, please update Great Eastern with changes to your mobile phone number by calling our hotline below:

For Policyholders:
You may download this form and return the completed form to the below address for our processing.

Attn: Customer Service Department
1 Pickering Street, #13-01,
Great Eastern Centre
Singapore 048659

For your security, please note that we only accept the signed original form. No fax or scan copy is accepted. We also cannot accept email request as we cannot verify the sender’s identity via the email address.

Alternatively, you may contact our Customer Service hotline at 1800 248 2888 or +65 6248 2888 if you are overseas. You may also visit our Customer Service Centre for our Customer Service officers to assist you. Our operating hours are from Monday to Friday, 8.30am to 6.00pm.

For Distribution Representatives:
Please send your request using the company allotted email to AgencyAdmin@lifeisgreat.com.sg.

For GI-eXchange Users (excluding Distribution Representatives):
Please contact our OAC Customer Service Hotline at 62482608/9 or e-mail to GI-Care@lifeisgreat.com.sg.

For EBHub users:
Please complete the attached form.

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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 checks:
1. Check if the number you registered with us is the current number from your current tele-communication service provider. Please note that most of the number retention services will not forward SMSes sent by non-individuals. So in the event that you change your mobile phone number (even if you have subscribed to a number retention service), please check with your tele-communication service provider if you can receive SMSes from Great Eastern, which are forwarded from your old number. If not, please call our hotline below to update your most current mobile phone 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 Singapore. 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:
  e-Connect users who require help urgently, please contact our Customer Service Hotline at 1800-248 2888 or +65 6248 2888 if you are overseas. Our operating hours are from Mondays to Fridays, 8.30am to 6.00pm.
  
  Alternatively, you may e-mail to wecare@lifeisgreat.com.sg or walk-in to our Customer Service Centre for our Customer Service Officers to assist you.
  
  For Distribution Representatives:
  Please send your request using the company allotted email to AgencyAdmin@lifeisgreat.com.sg.
  
  For GI-eXchange Users (excluding Distribution Representatives):
  Please contact our OAC Customer Service Hotline at 62482608/9 or e-mail to GI-Care@lifeisgreat.com.sg.
  
  For EBHub users:
  Please email to groupcs@lifeisgreat.com.sg.

Check with your mobile phone service provider to see if you have applied for any short code barring service. As our SMS sender title bears 'GrtEastern' you might not be able to receive the SMS at all if you have subscribed for this service.
Check if your SMS inbox has available space to receive incoming messages.
Check if your current location has GSM reception.

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Who should I contact to get clarification about short code barring or number retention services?
You may call your mobile phone service provider at the following numbers :
Singtel - 1626, M1 - 1627, Starhub - 1633.

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