New verification process when you call the Call Centre

We are lucky to have a dedicated call centre team. Our call centre consultants are very passionate about servicing AMS members and make it their business to get to know our members, but they still need to confirm that you are the true caller. Increased fraud and identity theft cases, as well as tightened legislation to protect your personal information, make it a necessity for us to improve our identity verification process. For this reason, we introduced a new verification tool in July to confirm your identity before proceeding with the call. In the past, our call centre consultants were tasked to ask you security questions. For a more efficient process, we will now ask you to enter a One-Time-Pin (OTP) instead. If you chose this option, have your mobile phone handy. The system first confirms the last four digits of your cell phone number before sending the OTP. If the number is not correct, you don't have your phone with you or prefer not to choose this way of verifying, don't worry, you can still select the previous process for verification.

Published: July 2022.