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FAQs about verifying your identity online

Why do I need to verify my identity?

If you have submitted a request with us regarding your Resolution Life policy/plan, we may be required to verify your identity. This is necessary for requests such as (but not limited to):

  • Withdrawing your funds

  • Transfer of ownership

  • Making a claim

  • Surrenders

Verifying your identity is a regulatory requirement under anti-money laundering and counter-terrorism financing laws. This process can be known as ‘Know Your Customer’, or KYC for short. This helps us to identify money laundering and terrorism financing risks.

What is GreenID?

GreenID is an online platform which we use to verify your identity. With GreenID, you can verify your identity against reliable and trustworthy government and independent data sources in real-time.

Why is Resolution Life using GreenID to verify my identity?

We understand that for some customers, it can be difficult or time-consuming to prepare physical certified copies of their documents to manually post to us.

GreenID is a secure, digital option for verifying your identity. You can complete this process online at your convenience, and you won’t need to organise certified copies of your documents. This also means we can progress with your request faster.

How will I be asked to verify my identity using GreenID and how will I know it’s legitimate?

You’ll receive either an SMS or email from us with a link to GreenID asking you to verify your identity for Resolution Life.

  • If you receive an SMS, the sender on the SMS will appear as ‘Resolution’.

  • If you receive an email, the email will come from noreply@resolutionlife.com.au.

Please note that you will only ever receive this SMS or email if you have initiated a request with us and we need to verify your identity to complete your request. Otherwise, we would never send you an SMS or email to ask you to provide us with your personal information.

An example GreenID link could look like www.gbgid.me/f1pbMDky or www.gbgid.me/Sj27Vjj. You’ll receive your own unique link to verify your identity, but each link will always start with www.gbgid.me.

What documents do I need to verify my identity online using GreenID?

You can select up to 4 documents from the list below, which will be needed for identity verification with GreenID:

  • Driver’s licence

  • Medicare card

  • Centrelink card

  • Australian passport

  • Australian visa

  • Australian citizenship certificate

  • ImmiCard

  • Birth certificate

  • Change of name certificate

  • Marriage certificate

  • Australian electoral roll

What happens when I’ve provided my details through GreenID? What are the next steps?

Depending on the combination of documents used, you may be required to provide details of 2-4 documents to complete the identity verification online.

Once you have provided the details of your documents online, you’ll get the result of your identity verification instantly. If GreenID confirms you’ve completed the process, we’ll progress your request and be in touch within 5 business days.

If your verification is unsuccessful, needs a further review, or doesn’t meet GreenID’s requirements, you’ll see a message that we’ll contact you within 5 business days.

What data does GreenID collect when verifying my identity?

Green ID will collect your personal information required to verify your identity. This will include information such as your:

  • Name

  • Address

  • Date of birth

  • Email address

  • IP address and

  • Relevant data contained on your identification documents, such as the document number.

For more details on the collection and use of data, please see the privacy policy under GreenID on the GBG website. Please note GBG Pty Ltd is the company who provides us with the GreenID platform.

 

Do I have alternate options to verify my identity? What else can I do if I can’t verify my identity using GreenID?

We recommend you verify your identity online with GreenID if you’re eligible. This method is faster and more convenient, saving you the need to send us certified copies of your documents.

If you’re unable to proceed with verifying your identity online with GreenID, you can still go with the manual option of completing our paper form and sending us certified copies of your documents. You can download a copy of our form from Find a form.

Please note that currently, companies, business entities, and trusts will need to continue completing our paper form and sending us physical certified copies of documents.

How long will I have to verify my identity online with GreenID?

The unique link you’ll receive from us via SMS or email to complete your identity online will be valid for 14 calendar days from the day you receive it.

If the link has expired, please contact us.

Is my data secure?

We are committed to ensuring that the any data you’ve shared with us is kept secure and safe. This is why we have chosen to use GreenID, which is provided by GBG Pty Ltd. GBG Pty Ltd is a market leading company and is Australia’s largest provider of identity verification services. They have designed GreenID with robust privacy and security standards to protect your data.

Is there a cost for me to verify my identity online with GreenID?

No, you won’t be charged for verifying your identity online with GreenID.

Where can I view the privacy policy?

You can view these relevant privacy policies online:

  • Resolution Life: privacy policy

  • GBG Pty Ltd: privacy policy – please note that GBG Pty Ltd is the company who provides the GreenID platform.

Important information

Any advice on this website is provided by Resolution Life Australasia Limited ABN 84 079 300 379, AFSL No. 233671 (Resolution Life), which is general in nature and it does not take into account your objectives, financial situation or needs. Therefore, before acting on this advice, you should consider the appropriateness of the advice having regard to your objectives, financial situation and needs, as well as the relevant product disclosure statement or policy document, available from Resolution Life at resolutionlife.com.au or by calling 133 731, before making a decision about the product. 

Read Resolution Life’s Financial Services Guide (FSG) for information about our products and services, including the fees and other benefits that Resolution Life Group companies and their representatives may receive in relation to products and services provided to you. You can access the FSG by clicking here.

Resolution Life is part of the Resolution Life Group and can be contacted on 133 731 or askus@resolutionlife.com.au.