Secure e-mails
Frequently Asked Questions
- What is secure e-mail?
- Why is Norwich Union using secure e-mail?
- Is it safe to use?
- What is the secure_email.html attachment?
- Who/what is PostX?
- Why am I being asked to register?
- How do you register to receive secure e-mail?
- How do I read the secure e-mail?
- I have received a secure e-mail but I cannot read it?
- My e-mail program has blocked the secure e-mail or removed it's attachments
- I've forgotten my password, how can I reset it?
- How do I change my password?
- What password do I enter to read my secure e-mails?
- Do I always have to enter my password?
- Why does it keep saying "Incorrect Password"?
Q. What is secure e-mail?
A. Secure e-mail is a software solution which provides protection to your customers by encrypting all cover notes e-mailed to you, from Norwich Union.
The solution will send a secure message (called secure_email.html) within a mail which requires a password to allow the recipient of the e-mail to read it.
This ensures that should any third party gain access to this e-mail, they will not be able to open the message and therefore obtain personal and sensitive customer information.
Q. Why is Norwich Union using secure e-mail?
A. Norwich Union wants to ensure that it continues to provide the highest level of security for our business partners and customers.
With the need to communicate quickly, e-mail is now a major tool in transmitting information and documents.
As more and more of these documents contain personal and sensitive information about you or your customers, it is vital that this is kept secure and private.
Secure e-mail allows this information to be e-mailed between Norwich Union and yourselves with the knowledge that our customer's details are protected.
Q. Is it safe to use?
A. All e-mail which is sent from Norwich Union is checked for viruses although we do recommend that you install antivirus software from a well-known, reputable company, and use it to automatically scan all e-mail attachments.
You should only download or open attachments from known, established companies.
Q. What is the secure_email.html attachment?
A. The file secure_email.html contains the Account Numbers and PIN's in a secure format.
Once opened, an Internet browser window will open and display a secure envelope password prompt in which you need to enter your Norwich Union secure e-mail password at which point, you will be able to read the secure message and access your Account Number and PIN
Q. Who/what is PostX?
A. PostX is the software which Norwich Union uses to provide you with secure e-mail.
Q. Why am I being asked to register?
To be able to read a secure e-mail from Norwich Union, you will be asked to enter a password. This password is created by you during registering to use the secure e-mail solution.
Registration is quick and simple (it will only take 1-2 minutes to complete) and once done, all you will need to do to read you secure e-mail and cover notes is enter your password.
Q. How do you register to receive secure e-mail?
A. You will receive an e-mail from Norwich Union informing you that we would like to send you a secure e-mail.
Within this e-mail will be a link to the registration page, follow the on screen advice on how to register.
Once you have registered, your password will operate for any secure e-mails you are sent from Norwich Union.
Q. How do I read the secure e-mail?
A. If you are not registered to use the Norwich Union secure e-mail solution you will initially receive an e-mail asking you to register with the service.
Following registration, every time you receive a secure message from Norwich Union, you will receive an e-mail with an attachment called secure_email.html.
Opening this attachment will display an Internet browser window in which you will be asked to enter you password (created during registration).
After you have entered your password, the secure e-mail (and Account Number and PIN) will be displayed.
Q. I have received a secure e-mail but I cannot read it?
A. To read a secure e-mail, you will need to ensure you can access the following website addresses via the internet:
If you can access these addresses, then you should be able to read a secure e-mail. If you can not access either of these addresses, you may get one of the following messages:
- 404 - The page cannot be displayed (or a similar message)
- This website has been blocked please speak to your administrator (or a similar message)
If you do, you will need to speak to your appropriate IT representative or network administrator to gain access to these websites, if not, you will not be able to read a secure e-mail from Norwich Union without this access.
Q. My e-mail program has blocked the secure e-mail or removed it's attachments
A. There may be the small possibility that the secure e-mail we send to you is blocked or the secure attachment is removed by some e-mail spam filters.
If this is the case, you will need to speak to you IT representative and request that e-mails sent from addresses ending with @norwich-union.co.uk are not blocked, nor have any attachments removed with the following file names:
- secure_covernote.html
- secure_email.html
Q. I've forgotten my password, how can I reset it?
A. If you have forgotten your password, it is possibly for you to change this by selecting the Change/Forgotten Password hyperlink on the secure envelope password prompt screen.
Here, you will be given the option of changing your password by entering your e-mail address and answering the password challenge question set up during registration.
Q. How do I change my password?
A. By selecting the Change/Forgotten Password hyperlink on the secure envelope password prompt screen.
You will be asked for your e-mail address and current password where an option to change your password will be displayed.
Q. What password do I enter to read my secure e-mails?
A. The first time you received a secure e-mail from Norwich Union you would have been asked to register to use the service. During the registration you will have been asked to enter a password, this is the password which is required to read the secure message.
If you have forgotten your password, it is possibly for you to change this by selecting the Change/Forgotten Password hyperlink on the secure envelope password prompt screen.
Here, you will be given the option of changing your password by entering your e-mail address and answering the password challenge question set up during registration.
Q. Do I always have to enter my password?
A. By selecting the checkbox option 'Remember My Password on This Computer' when you enter your password to view the e-mail, your password will be stored on your PC for this, and future e-mail messages from Norwich Union.
Should you wish to remove you password from your PC, view the e-mail message and select the option to remove your password.
Note that passwords are stored in Internet browser cookies therefore if you ever delete your cookie, your password will be deleted. Additionally, any person who has access to your computer and your e-mail account will be able to open any secure e-mail.
Q. Why does it keep saying "Incorrect Password"?
A. This message is usually displayed because the password you have entered does not match the current password we have stored. Check that you are entering the password correctly (have you changed it recently? Or do you have caps lock on?).
If you have forgotten your password, it is possible for you to change this by selecting the Change/Forgotten Password hyperlink on the secure envelope password prompt screen.
Here, you will be given the option of changing your password by entering your e-mail address and answering the password challenge question set up during registration.
