Frequently asked questions

Keeping your data safe and storing your personal information securely is super important to us. We also work to make sure your information is accurate, complete, up-to-date and relevant. For details about how we hold your information, check out our Privacy Policy.

 

There’s a few different people and organisations we may share your personal information with. This is to comply with the law and/or provide you with products and services. The people and organisations can include our agents and advisors, health service and other providers, government agencies, and other authorised people on your policy.

 

For the full list of people and organisations we share your information with, check out our Privacy Policy.

 

There are a few ways we collect personal information. This can include from you, authorised people on your policy, or someone who’s authorised to give us information on your behalf. We may also collect information from other sources like hospitals and health providers.

 

We collect your personal information at different times. This can include when you complete one of our application forms, contact us, submit a claim, or visit our website.

 

For all the ways we collect your information and when, check out our Privacy Policy.

 

You can manage your communication preferences via your ahm account, either online or in app.

Once you're logged in, you can:

• Update your personal information.
• Review your communication settings
• Update your password.

In the ahm app:

• Log in to the ahm app
• Tap on “Account”
• Tap on “Manage your account”
• Review “Communication preferences”. Tap on each type of communication to choose how we communicate with you

In your ahm account:

• Log in to your ahm account
• Click on “Me” at the top of the page
• Review “Communication Preferences” on the left side of the page. Click on each type of communication to choose how we communicate with you.

If you've been scammed, here’s where to get help.

• Scamwatch: a government website with information about new and emerging scams.
• ReportCyber: Australia's national online crime reporting agency.
• IDCARE: a not-for-profit organisation that provides support to victims of identity theft and cybercrime.
• Your bank or financial provider: If you were scammed using your bank account or credit card, you should contact your bank or credit card company immediately. They will be able to cancel your card and issue you with a new one.

Gather as much information as you can about the scam.

This includes:

• What happened?
• When did it happen?
• Who contacted you?
• How did you respond?

Once you have this information file a report at ReportCyber.

Help others to spot new and emerging scams by reporting to Scamwatch.

Need more support? Reach out to:

Beyond Blue

1300 22 4636 or online chat (24 hours a day, 7 days a week)

Lifeline

13 11 14 or online crisis support chat (24 hours a day, 7 days a week)

 

 

If you've clicked on a suspicious link, don’t panic!

Here’s what you can do:

• Disconnect your device from the internet. This will help prevent any malware (malicious software) from spreading to other devices on your network or stealing your personal information.
• Scan your device for any viruses or malware that may have been downloaded when you clicked the link. (You may need to download and install an antivirus program to do this if you don’t have one already.)
• Change your passwords for all your online accounts, including your ahm account.
• Monitor your bank account for any suspicious activity.
• File a report at ReportCyber.

 

We'll never contact you to demand money, ask for the password for your ahm account, your sensitive information, or call you outside our business hours unless we’ve set this up with you. (If you’ve previously placed a security question or PIN on your ahm account, we’ll use this to confirm your identity every time you contact us.)

Some more tips:

• If the caller is threatening you or pressuring you to make a decision, hang up the phone.
• Never let anyone control your accounts or devices remotely unless you have verified their identity.
• If the caller makes an offer that sounds too good to be true, it probably is.
• If you’re unsure about the identity of the caller, hang up and get in touch with us directly.

Visit our How to Protect Yourself for more information.

Here are a few ways to manage your security settings for your ahm account:

• Log in securely. Only log in to your account from a secure internet connection. Avoid logging in to your account from public computers or devices, or while using public Wi-Fi. If you’re using your ahm account online, make sure the URL is members.ahm.com.au.
• Regularly review your account activity. If you see anything unusual, contact us immediately.
• Review your communication preferences to manage how we contact you.
• Update your password regularly. Use a strong, unique password or passphrase. Learn how to update your ahm password.

If you ever feel unsafe online, file a report at ReportCyber.

Help others to spot new and emerging scams by reporting to Scamwatch.

 

A strong password is tricky for hackers to guess and it can help to keep your accounts safe from unauthorised access. Learn how to create a strong password.

Learn how to change your ahm account password.

 

Multi-factor authentication (MFA) requires members to verify their identity in two or more ways. It protects your account by making sure you are who you say you are.

We use MFA when you:

• call us
• change your account information online
• update your bank account details
• update your personal details

 

 

There are a few reasons why we ask for personal information before you join ahm:

• To give you an accurate quote
• To process your application
• To prevent fraud and comply with the law

 

Scam emails and text messages can look really convincing, but there are lots of ways to check if they’re genuine.

Learn how to spot scam text messages.

Learn how to spot scam emails.

Want more info? Visit our 'how to protect yourself' page

 

You can opt in and out of the types of communications you want to receive ofrom ahm, either online or on the app.

In the ahm app:

• Log into the ahm app
• Tap on “Account”
• Tap on “Manage your account”
• Review “Communication preferences”. Tap on each type of communication to choose how we communicate with you.

In your ahm account:

• Log into your ahm account
• Click on “Me” at the top of the page
• Review “Communication Preferences” on the left side of the page. Click on each type of communication to choose how we may communicate with you.

Once you’ve updated your preferences, we'll only contact you about the topics you’ve opted to receive.