Voice ID
Voice ID is a new way to authenticate our telephone banking customers. It authenticates you using your voice print, so you won't need to use your Telephone Password and Telephone Grid Card.
What is a voiceprint?
A voiceprint is a digital representation of your voice. It is composed of over 130 identifying traits, from behavioural characteristics all the way to pitch and tone like your fingerprint, these unique characteristics are extremely difficult to replicate.
How will you capture my voiceprint?
Next time you call us, an advisor will talk to you about how to enrol onto Voice ID. The advisor will take you through verification and will ask for your consent. If you provide it, they’ll capture your natural voice to use in the future.
Why have we moved to Voice ID?
Simply because it’s easier as you will not need to remember a Telephone Password or find your Telephone Grid Card. It’s a more secure way to authenticate you and it’s much faster.
Is Voice ID secure?
The unique characteristics of your voice make it much more secure than a conventional password.
Can my Voice ID / voiceprint be stolen?
Our Voice ID system has sophisticated fraud monitoring detection processes and can spot if someone is trying to authenticate using a recording of your voice. We have measures in place to make sure our system quickly flags a recorded playback or a synthetic voice creation.
How is my voiceprint stored?
We securely store an encrypted copy of your voice print that only works with our system. More information on this can be found in our Privacy Policy.
What if I enrol but change my mind?
You can withdraw consent for Voice ID at any time by calling us on 0800 121 88 99 we will take you through telephone verification and un-enrol your voiceprint.
Who can enrol for Voice ID?
Any customer over the age of 16 that can give consent can enrol for Voice ID. To enrol, you’ll need to pass telephone verification where you’ll then be able to give your consent.
Should I keep my Telephone Password and Telephone Grid Card ?
While we work to roll out Voice ID as a means of verification to our customers, we ask that you keep your Telephone Password and Telephone Grid Card safe. One of our advisors will let you know when these can be destroyed.
Can I use Voice ID as an attorney appointed under a Power of Attorney?
You can use your voiceprint to manage all accounts you have registered authority on, for example accounts you can access under a power of attorney.
What happens if I have a cold?
Hundreds of voice characteristics are represented in your voiceprint, only a few of which are affected by a cold.
Why do I need to call from the number you hold for me?
If you don’t have a Telephone Grid Card and Telephone Password, we can still enrol you onto Voice ID by completing another form of verification to do this. To do this, you’ll need to call us from the number you have registered with us. If you don’t call from your registered phone number, you may not be able to do what you called us to do.
How do I update my telephone number?
You can update your telephone number in a few ways:
- In branch – you’ll need to provide identification or a valid signature
- By post
- Over the phone – we’ll send you the relevant forms in the post to be completed
- In the Coventry Building Society app.
What happens if my voiceprint doesn't match?
If we’re unable to verify you via Voice ID, we’ll aim to verify you another way. To do this, we’ll need you to call us from your registered phone number. If you don’t call from your registered phone number, you may not be able to do what you called us to do.
Want help?
Our help section is bursting with useful information. If you'd rather chat, just give us a call.
Call us on 0800 121 8899
Lines open
- Mon-Fri 8am-7pm
- Saturday 9am-2pm
- Sunday & Bank holidays Closed
Yesterday, people waited on average
17 seconds for savings enquiries
17 seconds for mortgage enquiries
Want help?
Our help section is bursting with useful information. If you'd rather chat, just give us a call.
Call us on
0800 121 8899
Monday - Friday
Saturday
Sunday
Saturday
Sunday
Bank holidays
8am - 7pm
9am - 2pm
Closed
Closed
9am - 2pm
Closed
Closed
On Saturday, people waited on average
56 seconds for savings enquiries
16 seconds for mortgage enquiries
