Frequently Asked Questions

What is changing?

We are strengthening our cyber security and system access controls by replacing our legacy identity and access management platforms with a cloud-based platform. These new systems offer improved security, self-service options, and an enhanced user experience for you when you access our applications.

What has changed so far?

1. We commenced migrating our applications to our new identity and access management platform.
2. We no longer support Internet Explorer for accessing our applications. You will need to use other browsers such as Microsoft Edge, Google Chrome or Mozilla Firefox to access our applications.
3. We made some changes to the look and feel of the log in screen and change password screens. However, overall other functionalities have remained as is.

Is there anything I need to do?

1. Login by 21 July 2023
   You will need to log into your usual applications with your existing password between now and 21 July 2023. If you do not log in during this time, you will need to contact our eSupport helpdesk team to reset your password and reactivate your access to the applications.
2. Call our support team if you encounter any issues
   If you are having issues accessing our applications or experience any issues while using an application, please contact our eSupport helpdesk team.

Will my access change?

No, access to the applications you use should not change, as your access and all associated entitlements are being migrated to the new identity and access management systems.

Who do I contact for support?

If you are having issues accessing our applications or experience any issues while using an application, please contact our eSupport helpdesk team.

What happens if I can no longer access my usual application(s)?

Please raise a ticket with our eSupport helpdesk team.

Will my password change?

No, your password won’t change.

Will my username change?

No, please use your existing username.

I have forgotten my password, how do I reset it?

You will need to contact our eSupport helpdesk team to reset your password.

What happens if I don’t login prior to 21 July 2023?

You will no longer be able to access the applications you normally access, and you will need to call our eSupport helpdesk team to reset your password, and reactivate your account.

What number do I call eSupport helpdesk on?

Please refer to the table below for the appropriate number to call to help you with your query.

Esupport Helpdesk Phone number

Business Unit	Number
FI	1300 305 733 - Option 1
Broker & Agents	1300 300 473 - Option 3
Dealer & CTP	1300 134 939 - Option 2
Club Marine	1300 88 25 82 - Option 1
NAB	1300 557 724 - Option 4
Internal User	1300 305 733 - Ext 7575
Allianz One Workbench	1300 80 80 90
IAA	1300 300 473
Hunter Premium Funding	1300 486 837
Allianz Connect	1300 212 161
Marsh	1300 788 914 – Option 3

When will I learn more about other changes to my user journey experience?

As we introduce more changes and functionality to our user login journey, we will be distributing regular comms to let you know what changes we are making and when they are happening.