Live Better in My Medibank

Question 1

What is Live Better rewards and how does it work?

Answer

At Medibank, we believe in better health for better lives. Live Better rewards is our exclusive health and wellbeing program that encourages eligible Medibank members with resident hospital, extras or hospital and extras cover to take steps towards better health and to be rewarded for it. With Live Better rewards, you earn points for a wide range of actions which you can use to redeem a great range of rewards.

Question 2

How can I access Live Better rewards?

Answer

To access Live Better rewards, just log in to the My Medibank app and click on ‘Live Better’ from the toolbar along the bottom of the screen.

To download the My Medibank app on an Android device click here.

To download the My Medibank app on an Apple device click here.

Question 3

Who can register for a Live Better rewards account?

Answer

You can join us and start earning and redeeming points if you hold an eligible Medibank Insurance policy and are at least 16 years old. An eligible Medibank Insurance Policy is a Medibank branded hospital, extras or hospital and extras cover. Excludes Overseas Student Health Cover (OSHC), Ambulance only cover and AHM branded covers. See full Medibank live better Terms & Conditions.

Question 4

What do I need to do to receive the Live Better points that were offered when I joined Medibank?

Answer

If you were offered Live Better points as part of your offer when joining Medibank, please make sure you follow the steps outlined below to ensure that you receive the points.

1. Download the My Medibank app and sign up for Live Better rewards by clicking on the Live Better icon at the bottom of the app screen.

2. Track an activity – the easiest way to track an activity is by connecting a health app (like the one that's already on your phone) or a wearable device. Alternatively, you can join a Challenge or the Weekly Goal and track an activity as part of the challenge or goal manually in the My Medibank app. Further information on how to track an activity can be found here. To receive your points, you must do this within your first few weeks of joining.

3. Receive your Live Better points! Check out your offer T&Cs to find out when your bonus points will be added to the Policy holder’s Live Better account. Once you receive your points, you can start to redeem them for rewards!

You will also receive an email 7 days after joining reminding you of the steps you need to follow to receive the Live Better points.

Question 5

How much can I earn with Live Better rewards per year?

Answer

Live Better rewards members can earn up to 40,000 Live Better points each calendar year for successfully completing any points-earning activity associated with a Live Better points promotion. This includes Health and Wellbeing Challenges, the Weekly Goal, onboarding actions and partner activity earn. That’s up to $400 worth of rewards every year.

In addition to the 40,000 points, there is no cap on the amount of Live Better points that can be earned by making eligible purchases with our great range of Live Better partners.

Live Better rewards members who hold an extras cover can also earn Live Better points for a dental check-up from a Members' Choice Advantage provider. Members on Medibank extras covers (except Healthy Living Extras) can earn 1,000 Live Better rewards points for each dental check-up (up to 2 checks per year) at any Members' Choice Advantage dentist. Members with Healthy Living Extras can earn 1,000 Live Better rewards points for one dental check-up per year at any Members’ Choice Advantage dentist.^*

Live Better rewards members can earn 5 Live Better rewards points for every dollar they spend on prescription items from our Members’ Choice Advantage optical provider Specsavers. Offer available instore and online to eligible Medibank members with optical included in their extras cover, or in store only for eligible Medibank members with hospital cover or Healthy Living Extras cover.^~

Live Better rewards members can also earn 500 points for their first consultation each year at one of the following Members’ Choice Advantage providers, as long as the service is included on their cover (Acupuncture, Chiropractic, Physiotherapy, Podiatry, Remedial Massage.). For terms & conditions and further information on how to earn points with Members’ Choice Advantage providers, click here.

Question 6

What are the different ways to earn Live Better points in the My Medibank app?

Answer

There’s something for everyone when it comes to earning Live Better points! You can earn points by completing healthy actions that you may already be doing such as running, meditating and even sleeping that will contribute to you hitting your Weekly Goal. You can also earn Live Better points for completing a wide variety of exciting new challenges, engaging with activity partners, making purchases with health partners and visiting Members’ Choice Advantage providers.

Question 7

How do I keep track of my Live Better points and orders?

Answer

Keep an eye on your points balance in real-time with the My Medibank app by tapping on ‘Live Better’ in the bottom toolbar and then tapping on ‘Points History’ towards the bottom of the page.

To view your points balance on the Web, log in to My Medibank, tap on 'Live Better'  from the My Medibank dashboard, followed by ‘Points history’. 

Redemptions will be displayed as Order Payment followed by the order number.

Your Order History can be viewed in the App and Web versions of the Rewards Store. Use the order number and the date redeemed from your Points History to locate the order you would like to view. In the App version of the Rewards Store, select the arrow in the top right hand corner followed by 'Order History'. In the Web version of the Rewards Store Tap ‘My Orders’ from the top right-hand side of the page followed by ‘Order History’. 

Question 8

Do my Live Better points expire?

Answer

Live Better points will expire if:

you haven’t earned or redeemed Live Better points in the last 24 months
you haven’t held an eligible Medibank policy for a period of 6 months or more; or
you haven’t taken out an eligible Medibank Insurance policy within 6 months after creating a Live Better rewards account

Live Better points that have been earned but not yet used could also be deleted if your account is terminated for reasons such as fraudulent or dishonest behaviour.

If you haven’t registered for a Live Better rewards account but hold an eligible Medibank Insurance Policy, you can still earn Live Better points when you receive an eligible dental check-up from a Members’ Choice Advantage Provider or make a purchase with a Members’ Choice Advantage optical provider (and have your claim approved). Your Live Better points will be held for a period of 6 months until you sign up with a new Live Better rewards account.

Question 9

Is there a limit on the number of points I can earn?

Answer

There is a maximum limit of 40,000 Live Better points per calendar year that you can earn for successfully completing any points-earning activity associated with a Live Better Points Promotion. This includes Health and Wellbeing Challenges, Challenge Plus, the Weekly Goal, points for health checks, onboarding actions and partner activity earn.

Once you have reached the maximum limit for the calendar year you will see an ‘Annual points limit reached’ description displayed in your points history.

Question 10

How do I earn points by making a purchase with Live Better's health and wellbeing partners?

Answer

As an eligible Medibank member with hospital, extras or hospital and extras cover, you can earn Live Better points simply by making a purchase with our health and wellbeing partners. Securely link your Mastercard or Visa card to your Live Better rewards account and when you use your linked card online or instore at our participating Live Better partners, your purchase will be linked to your Live Better rewards account.

For some Live Better partners, there may be a different approach required to link purchases with that Live Better partner to your Live Better rewards account. Some Program Partners may require a person to be at least 18 years of age to be eligible to purchase an Eligible Product or Service. More information about these partners, and how you can link them to your Live Better rewards account, can be found here.

Navigate to the ‘Earn with Medibank partners’ tile on the Live Better dashboard and start earning with our wide range of partners including Apple, adidas, Onsport, parkrun, HelloFresh, Brooks Running, Fitness First and Goodlife Health Clubs.

Question 11

How do I earn points with Members' Choice Advantage providers?

Answer

Eligible Medibank members with hospital, extras or hospital and extras cover can earn Live Better points when they visit one of our Members’ Choice Advantage providers.

Live Better rewards members who hold an extras cover can also earn Live Better points for a dental check-up from a Members' Choice Advantage provider. Members on Medibank extras covers (except Healthy Living Extras) can earn 1,000 Live Better rewards points for each dental check-up (up to 2 checks per year) at any Members' Choice Advantage dentist. Members with Healthy Living Extras can earn 1,000 Live Better rewards points for one dental check-up per year at any Members’ Choice Advantage dentist.^*

Live Better rewards members can earn 5 Live Better rewards points for every dollar they spend on prescription items from our Members’ Choice Advantage optical provider Specsavers. A maximum of 10,000 Live Better rewards points can be earned per transaction. Offer available instore and online to eligible Medibank members with optical included in their extras cover, or in store only for eligible Medibank members with hospital cover or Healthy Living Extras cover.^~

Live Better rewards members can also earn 500 points for their first consultation each year at one of the following Members’ Choice Advantage providers, as long as the service is included on their cover (Acupuncture, Chiropractic, Physiotherapy, Podiatry, Remedial Massage.). For terms & conditions and further information on how to earn points with Members’ Choice Advantage providers, click here.

Question 12

Can I transfer my Live Better points to someone else?

Answer

Only members who hold an eligible Medibank Insurance Policy can transfer their Live Better points to someone else. The other person must be on the same policy and have a Live Better rewards account. The transfer request must be made by the person who is transferring their points. To transfer your points, you will need to log in with your My Medibank details and complete the form at the following link: https://members.medibank.com.au/livebetter/points-transfer-form.html

Please allow 2 business days for the transfer to be processed.

Question 13

Why didn't I receive points for my health check?

Answer

Eligible members can earn points for the online health check once every 12 months, only for the first completed check.

If you’re eligible to earn Live Better rewards points, and registered for Live Better rewards, you will see them in your Live Better points history within 30 days of completion.

If you’re eligible to earn points for the online health check, but haven’t registered for Medibank Live Better rewards, you can still earn Live Better rewards points when you complete the online health check. Your Live Better rewards points will be held for a period of 6 months until you register for the Medibank Live Better rewards program with an eligible Medibank insurance policy. Tap on the heart icon at the bottom to join Medibank Live Better rewards.  See full Medibank Live Better rewards terms.

Question 14

How do I redeem my Live Better points?

Answer

Redeeming Live Better points is quick and easy. To redeem in the App, click on the ‘Redeem rewards’ tile at the top of the Live Better rewards dashboard. To redeem on the Web, click on a rewards card or the ‘View all rewards’ button from the Live Better page in My Medibank.

Based on your points balance, choose the reward that suits you best from additional cover to apparel and equipment, pharmacy and nutrition to wearables and trackers. Remember, to redeem rewards you must a have a Medibank branded hospital, extras or hospital and extras cover (excludes Overseas Student Health Cover and Ambulance only cover).

For full details please see the Rewards Store and the Medibank Live Better Terms & Conditions.

Question 15

What do I do if I received an error message when redeeming a reward?

Answer

Error Message	Definition
You've reached the limit for this reward. Please refer to the reward description for further details or visit the Live Better rewards fulfilment guide	There is a limit on how often some rewards can be redeemed. $200 Premium Payment reward can be redeemed once in any 12 month period $100 Premium Payment rewards can be redeemed twice in any 12 month period $250 Hospital Excess Reduction reward can be redeemed once in any 12 month period Each of the $100 and $200 Extras Limit Increase Rewards can be redeemed once in any 12 month period The Iconic gift cards can be redeemed once in any 12 month period
Something went wrong. Please try again. If the problem persists, please refer to Live Better rewards Help and Support	An error occurred when submitting your order. Please try and submit your order again. If you keep receiving an error, please contact us
Your policy is not currently eligible to redeem the below reward(s). Please check your policy or refer to Live Better rewards Help and Support for assistance	To be able to redeem a reward, your Medibank membership payments must be up to date, and you must hold an active extras cover, hospital cover or hospital and extras cover. Click 'Me' > 'Manage payments' in the My Medibank app or ‘Medibank payments’ from the My Medibank dashboard on the web to view your payment information.
These items could not be redeemed. Your policy is not eligible to redeem certain rewards. We have removed the following rewards: • <reward item name> • <reward item name> Please refer to Live Better rewards Help and Support for assistance if required	You must hold either a hospital cover or an extras cover to redeem some rewards. A hospital cover is required for the following rewards: • $250 Hospital Excess Reduction An extras cover is required for the following rewards: • $50 Dental Out-of-Pocket Reward – MCA Provider • Specsavers Optical Out-of-Pocket Rewards • Extras Limit Increase Rewards • One Chiro/Osteo Service up to $115 Reward • One Physiotherapy Service up to $115 Reward • One Remedial Massage Service up to $115 Reward
Sorry we can't deliver to PO Boxes, Parcel Lockers or Private/Locked Bags. Please provide a residential address.	Physical rewards such as Apple, Beats and Garmin rewards are delivered by the partner. These partners do not deliver to PO Boxes, Parcel Lockers or Private / Locked Bags as a signature is required upon delivery.
Exceeds character limit	A maximum of 35 characters (incuding spaces) can be included in each address field when checking out.
No email address on account. Something went wrong please visit Live Better rewards Help and Support.	This error is caused by a backend issue. If this error is received, please contact us and we will be able to fix it for you.

Question 16

What is the reward fulfilment process?

Answer

See here for all reward fulfilment details.

Question 17

Can I cancel / modify my order for a reward from the Rewards Store?

Answer

Please choose your reward carefully. Once you’ve selected a reward from the Rewards Store, it can’t be cancelled or modified except as required by the Australian Consumer Law

Question 18

Can I exchange / return an item?

Answer

If a product is faulty, not fit for purpose or not as described, you have the right to exchange it or receive a refund under Australian Consumer Law. Please contact Medibank for assistance.

Question 19

What do I do if I haven't received an e-Gift card I redeemed?

Answer

If you haven’t received your e-Gift card, please check your junk mail / spam folders as sometimes the gift card emails are re-directed there.

For any gift cards redeemed after September 10, 2025 you can also view the link to your gift card in your order history. Your order history can be viewed in the App and Web versions of the Rewards Store.

·Tap on ‘My Orders’ from the top right hand side of the Rewards Store

·Tap on ‘My Orders’ a second time (underneath your name and points balance)

·Tap on ‘Order History’

·Tap on the > next to the relevant order

·Tap 'View e-Gift Card'

For gift cards redeemed prior to September 10, 2025, you can request that it be re-sent. To do this will need to log in with your My Medibank details and and complete the form at the following link: https://members.medibank.com.au/livebetter/gift-card-resend-form.html. Please allow 2 business days for a gift card re-send to be processed.

Question 20

What do I do if my e-Gift card isn't working?

Answer

THE ICONIC

Sometimes an error may be received when using you’re the ICONIC gift card. If an error is received, please check the balance owing as typically the gift card amount will still be deducted from the total balance owing. If you still experience an error you can add the gift card to your store credit. If you continue to experience issues using your gift card, please contact THE ICONIC for assistance - https://theiconicsupport.zendesk.com/hc/en-us/

adidas

adidas gift cards cannot be used with some excluded items, or in conjunction with other promotions.

You can view the full terms and conditions at this site: https://www.adidas.com.au/promotion-medibank-live-betterprogram.html There is also a select range of products that are excluded from being used with other offers, like the gift card. These products will have it stated on the product page.

If you are still experiencing an issue, please try using a different browser or device, try both the App and website and logging out of your Adidas account. You may need to type the gift card code in, ensuring there are no spaces before or after, as sometimes it does not work if copying from a PDF. If problems persist, please contact us.

HelloFresh

The HelloFresh gift card will not apply with other discounts and offers. If you already have a discount offer on your HelloFresh account please contact HelloFresh for assistance - https://www.hellofresh.com.au/contact-us

Question 21

Can I use more than one e-Gift card in a transaction?

Answer

More than one gift card can be used in a single transaction with the following partners:

Parkrun
THE ICONIC – you will need to be logged in to your account and add the gift cards to the Store Credit section prior to making your purchase

The following partners only allow one gift card to be used in a single transaction:

adidas
Amcal
Brooks
Good & Fugly
HelloFresh
The Fast 800
Youfoodz

Question 22

How long will it take to receive my Apple reward?

Answer

Whilst usually quicker, please allow up to 6 weeks to receive your item. Apple items are sent by Apple, not by Live Better.

Question 23

How do I view the tracking information for my Apple reward?

Answer

After your Apple order is processed you will receive a confirmation email. Apple orders can take up to six weeks to arrive to your address. When the tracking details are available, you will receive a separate shipping email with the tracking details. If you are not at the delivery address to accept the delivery, the courier will leave a card with contact details to arrange another delivery

Question 24

What do I do if the Apple item I redeemed is faulty?

Answer

If you think the product may be faulty, please contact AppleCare on 1300 321 456.

Apple will check the device and confirm whether there is a hardware fault. After their assessment, they will provide you with an AppleCare Case ID. Once this case ID is received, please contact us for further assistance.

Question 25

How long will it take to receive my Garmin reward?

Answer

Please allow between 7 days and 6 weeks to receive your reward.

Question 26

How do I view the tracking information for my Garmin reward?

Answer

After redeeming your Garmin reward you will receive a confirmation email. Garmin orders can take up to six weeks to arrive to your address. When your reward is sent you will receive a separate email with the tracking details. If you are not at the delivery address to accept the delivery, the courier will leave a card with contact details to arrange another delivery.

Question 27

How do I know my Medibank reward has been applied?

Answer

You will receive a confirmation email and you can see most Medibank rewards in your My Medibank App.

Tap on ‘Me’ in the My Medibank app
Select ‘Medibank rewards’

If you have redeemed a premium payment towards your Medibank policy, it will not be listed under ‘Medibank rewards’ in your My Medibank app but it will be applied as a credit to your next scheduled premium payment.

Cover rewards are applied automatically at a policy level within 24 hours; they are not sent as a gift card or voucher.

Question 28

How do I know my Premium Payment reward has been applied?

Answer

Once you redeem this reward, the premium payment will be applied automatically to your policy. Your next payment/s will be less the reward amount.

After redemption, you will receive a confirmation email. Premium payment rewards will not be listed under ‘Medibank rewards’ in your My Medibank app.

Question 29

Where can I use my Medibank reward?

Answer

Physio/Chiro/Osteo/Remedial Massage/Myotherapy service up to $115 & Extras Limit increase (both $100 & $200)

After redeeming your Medibank reward in the Live Better rewards app, you can use your reward at any Medibank recognised provider and submit your claim for the relevant service the way you always do. For example, by using your Medibank membership card through HICAPS or submitting a claim in the My Medibank app.

$50 Dental Out-of-Pocket Reward

After redeeming your reward in the Live Better rewards app, you can use your reward at any Medibank Members’ Choice Advantage dentist. The reward is applied to reduce your out-of-pocket costs after a claim for dental services. You can submit your claim for dental services the way you always do. For example, by swiping your membership card or submitting a claim in the My Medibank app. Cannot be used on dental services for which no benefits are payable under any extras cover.

Optical Out-of-Pocket Rewards - available in $20, $30 and $50 denominations (at times some denominations may not be available to redeem)

After redeeming your reward in the Live Better rewards app, you can use your reward at a Medibank Members’ Choice Advantage optical provider. The reward is applied to reduce your out-of-pocket costs after a claim for prescription optical goods. You can submit your claim the way you always do. For example, by swiping your membership card or submitting a claim in the My Medibank app. It cannot be used on non-prescription optical items goods such as non-prescription sunglasses, safety glasses, protective glasses or precision tinted lenses. The reward also cannot be used for any eye tests or other services.

To find a provider, please click here

Question 30

Do my Medibank rewards expire?

Answer

Cover rewards expire 12 months after the date of redemption.

Question 31

What happens if I don't use my full reward amount?

Answer

Physio/Chiro/Osteo/Remedial Massage/myotherapy service up to $115/$250 Hospital Excess Reduction

The reward is for a single service only and any unused portion of the reward will be forfeited.

Extras Limit Increase $100/$200/$20/$30/$50 Optical Out-of-pocket reward/$50 Dental Out-of-pocket reward

You can use the reward in multiple transactions until you have reached the applicable reward amount.

Question 32

Can I redeem a Medibank reward more than once?

Answer

Physio/Chiro/Osteo/Remedial Massage/myotherapy service up to $115/$50 Optical Out-of-pocket reward/$50 Dental Out-of-pocket reward

There is no limit on the number of times you can redeem these rewards, provided that you have enough points.

Extras Limit Increase $100/$200

Each of these rewards can be redeemed once in any 12 month consecutive period.

Premium Payment Rewards

Reward	Live Better points required to redeem	Note
$100 premium payment	12,500	Ability to be redeemed twice in any 12-month period.
$200 premium payment	25,000	Ability to be redeemed once in any 12-month period.

Please note - at times some rewards may not be available to redeem.

Question 33

Is the Medibank reward just for me?

Answer

Your reward will be automatically applied at a policy level towards the first claim received by Medibank by any person insured under the policy. The Premium Payment Reward is applied at a policy level as a credit to the payer’s next scheduled premium payment.

Question 34

What if my service charge for a remedial massage / myotherapy, a chiro / osteo service or a physio service is more than $115?

Answer

You will need to pay for any gap.

Question 35

How does the Extras Limit Increase reward apply?

Answer

When will I see the reward in the My Medibank app?

After redemption, please allow at least 24 hours for the reward to appear.
To view it:
- Open the My Medibank app
- Tap Me > Medibank rewards

Note: The reward won’t appear in the ‘View Limits’ screen and is not sent as a gift card.

How is the reward applied?
The reward is applied to the first eligible claim for an included service where the annual limit has been reached (excluding optical). It is applied before any Package or Membership bonus.

Who can use the reward?
The reward is applied at the policy level, meaning it will apply towards the first eligible claim for any member on the membership. It does not have to be the member who redeemed the reward.

How are the benefits paid?
Benefits are paid at a fixed amount, based on the policy that you hold and subject to waiting periods.

Can I use the reward across multiple claims?
Yes. The reward can be used in multiple transactions until the full extras limit increase amount is reached. It does not need to be used in one go.

How long is the reward valid?
The reward must be used within 12 months of redemption or it will expire (which may sit outside annual limit resets for your policy).

How often can I redeem the reward?
You can redeem each of the $100 and $200 extras limit increase rewards once in any consecutive 12-month period.

Question 36

How does the $250 Hospital Excess Reduction reward apply?

Answer

The $250 Hospital Excess Reduction reward must be redeemed before your hospital admission is booked. It cannot be used on a past hospital claim if you have already been to hospital.

The following process applies to the reward:

Contact Medibank to check if you are covered for your admission.
Redeem the $250 Hospital Excess Reduction reward. Allow at least 24 hours for the reward to be available for use and displayed in your My Medibank app (click “Me’
Book your hospital appointment.
The excess reduction will be applied to the first claim received by Medibank under your policy immediately after redemption

Note: If the reward has been redeemed after your hospital has performed an eligibility check with Medibank you will need to ask the hospital to run another eligibility check in order for the reward to apply.

Question 37

What are challenges and how do they work?

Answer

Live Better rewards challenges encourage members to complete a wide range of activities that help make you eat, move and feel better. Plus, you can earn Live Better points while doing so!

There are a range of new and exciting challenges each month to help you reach your health and wellbeing goals, so it’s easy to find a challenge that suits you. To successfully complete a challenge, track your activity as you go and if you hit the challenge targets within the given amount of time, you’ll earn Live Better points!

Question 38

How do I join a Challenge?

Answer

Click on the ‘Explore Challenges’ tile on the Live Better rewards home screen to find a list of all the available challenges. Click on the > button of the challenge that suits you to find the challenge info followed by ‘Join now’. Once joined, your challenge will display under the ‘Your challenges’ heading on the Live Better rewards home screen.

New challenges are available to join each month. If you have enabled push notifications, you will receive a reminder when new challenges are added! To enable push notifications click on ‘Notifications preferences’ from the Live Better rewards dashboard.

Question 39

How do I track activities for challenges?

Answer

Most challenges support auto-tracking meaning that your activities can be tracked from a connected health app or device including Fitbit, Garmin, Google Fit, Health Connect and Apple Health. To connect any of these to your Live Better rewards profile, navigate to the ‘Manage/app devices’ screen from your Live Better rewards dashboard or click here for more details.

For many challenges, you will also be able to update your progress manually from the challenge dashboard. Plus, if you have forgotten to update your progress as you go, you will receive a prompt asking if you have completed the challenge so far this week. If you click the prompt it will bring your progress up to date.

Question 40

What is the Weekly Goal and how does it work?

Answer

The Weekly Goal helps you stay on track with your health through our range of evidence based activities and targets, such as walking, sleeping and meditating.

Complete any 7 activities in a week to earn 200 pts. It’s your choice which activities to complete throughout the week!

Aim to complete an activity a day. If you miss a day, that’s ok! You can complete up to 2 activities per day to catch up.

Progress is synced from your connected apps. You can also mark today’s activities as complete within the app.

Question 41

What activities count towards the Weekly Goal and why?

Answer

The activities listed in the below table count towards your Weekly Goal. It’s important to note that, for a healthy mind and body, a variety of these activity types should be included in your exercise regime rather than focusing on just one or two. That’s why the Weekly Goal encourages a mix of activity types spread throughout the week, with a cap of two activities per day.

Activity Type	Daily target for 1 healthy activity
Aerobic	10,000 steps 30 active minutes of moderate to vigorous intensity activity 10,000 wheelchair pushes
Muscle-strengthening	30 minutes of strength training
Flexibility	30 minutes of stretching, yoga or pilates
Meditation	15 minutes of meditation
Sleep	7 hours of sleep per night

The activities prescribed for the Weekly Goal are based on both local and international best practice from the World Health Organisation, the Australian Physical Activity guidelines, Sleepfoundation.org and leading Harvard research. These scientific guidelines recommend:

Aerobic: 150 minutes of moderate-intensity physical activity or 75 minutes of vigorous-intensity activity per week.
Muscle-strengthening: Should be included as part of daily physical activity on at least 2 days per week.
Flexibility: Includes gentle reaching, bending and stretching exercises and should be done 2-3 times per week.
Meditation: Daily practice will provide the most benefits, which can be 10-20 minutes per day.
Sleep: Avoid too little or too much sleep, aim for 7-9 hours of sleep per night.

Question 42

How do I track activities for the Weekly Goal?

Answer

The Weekly Goal supports auto-tracking meaning that your activities can be tracked from a connected health app or device including Fitbit, Garmin, Google Fit, Health Connect and Apple Health. To connect any of these to your Live Better rewards profile, navigate to the ‘Manage/app devices’ screen from your Live Better rewards dashboard or click here for more details.

The activities that count towards the Weekly Goal can also be tracked manually. Each of the activities are listed under the Weekly Goal progress ring. To manually track an activity, simply click on the activity you would like to track followed by ‘Mark as complete’. The activity will then count as completed for that day and will count towards the 7 activities that need to be completed within the week to successfully complete the Weekly Goal.

Question 43

What are active minutes?

Answer

Active minutes refers to the amount of time you spend on activities that increase your heart rate. Active minutes are collected from your connected health app and/or device and are calculated depending on which app or device you are using:

App / Device	How active minutes are calculated
Apple Health	Does not support active minutes without an Apple Watch (see below).
Apple Watch	You score Exercise Time (shown as the green ring) based on every full minute of movement that equals or exceeds the intensity of a brisk walk.
Google Fit	You score Heart Points for each minute of activity that gets your heart pumping, like a brisk walk. Doing more vigorous activity can double your Heart Points.
Fitbit	You score Active Zone Minutes for the time spent in the fat burn, cardio, or peak heart rate zones. This is the sum of your Active Zone Minutes / Active Minutes.
Garmin	You score Intensity Minutes when you reach or exceed 10 consecutive minutes of elevated step count or heart rate. This is considered moderate intensity. Doing more vigorous activity with a higher heart rate can double your Intensity Minutes.

Active minutes can also be tracked manually by selecting the ‘Active minutes’ tile located under the Weekly Goal progress ring and clicking ‘Mark as complete’.

Question 44

How do I join a Challenge Plus?

Answer

1 .Register and Log in to My Medibank

2. Go to Find Care Tab

3. For first time users, refresh screen / exit and come back into Care tab

3. Tap 'See all’ in the top right corner

4. Go to Explore tab

5. Find Challenge Plus & click ‘See all’

6. Select the Challenge Plus you wish to join

Question 45

I missed tracking my activity - can I track again?

Answer

The Challenge Plus lasts 30 days and includes 30 daily activities. If you miss marking an activity off as done for a day, you cannot go back to complete that activity (for that specific day). Make sure you come back in each day to complete your next activities.

Ensure push notifications are enabled to receive reminders.

Question 46

Can I do the Challenge Plus again?

Answer

Yes, you can complete the challenge as many times as you would like, but you can earn Live Better Rewards points only once within a 12-month period.

Question 47

Can I participate if I'm not a Medibank Live Better Rewards member?

Answer

Yes, you can participate, but only eligible Medibank members can earn Live Better Rewards points. You can register via the My Medibank app by clicking on the ‘Live Better’ heart icon in the toolbar .

If you haven’t registered for Live Better Rewards but hold an eligible Medibank insurance policy, you can still earn Live Better Rewards points when you complete a Challenge Plus. Your Live Better Rewards points will be held for a period of 6 months until you register for the Live Better Rewards program, subject to the Live Better Rewards terms.

Question 48

Is this Challenge suitable for people with existing health conditions?

Answer

Challenge Plus is not intended to replace individual health professional care. If you have any concerns or questions, you should seek advice from your health professional.

Check the Challenge overview page for more information.

Question 49

How do I earn Live Better Rewards points through this Challenge?

Answer

To earn points:

*Eligible members can register for Live Better rewards via the My Medibank app. #

*Complete at least 50% of the daily Challenge activities.

*Points are awarded based on your activity completion rate:

Minimum 50% = 1,000 points
Minimum 75% = 1,500 points
Minimum 100% = 2,000 points

Live Better rewards points will be awarded based on nearest threshold reached, e.g, if you complete over 50% of activities but under 75% i.e. 60% completion of activities, this will default to 50% of points awarded.

Members are only eligible to earn points for this Challenge once in a 12 month period (based on completion date)

Question 50

When will I receive my Live Better Rewards points?

Answer

Points will be awarded within 30 days after completing the Challenge and will appear in your Live Better Points history.

Question 51

Can I earn points for the same Challenge more than once in a year?

Answer

No. Members can only earn points for this Challenge once in a 12-month period, based on the date you complete it. Points are awarded the first time you join the Challenge and complete at least 50% of the activities within that 12-month period.  If you don’t meet the 50% threshold or choose to leave the Challenge, you won’t be eligible to earn points - even if you rejoin the same Challenge within the 12-month period

Members can earn points again if they complete the Challenge after the 12-month period has passed. ^

Question 52

What happens if I leave the Challenge Plus?

Answer

If you opt to leave the Challenge, you will not be eligible to earn points even if you have reached the minimum threshold of 50%.

Question 53

How do I mark an activity as complete?

Answer

You'll need to login to the Challenge and mark each completed activity daily.

• Log in to my the My Medibank app
• Head to the 'Care' tab in the My Medibank app
• If you can’t see the Challenge Plus name, tap 'See all' to view the full list
• Scroll down and select the Challenge Plus name
• Select your daily activity
• Mark as done!

Question 54

What time does a new activity start each day?

Answer

A daily activity is available to action from 12:00am until 11:59pm.

Question 55

What are the pre and post Challenge surveys for?

Answer

These surveys help to understand more about your experience, and to help us understand how we can encourage you to make healthier choices.

The surveys (activity 1 and activity 30) are optional, but completing them is required to earn 100% points.

Question 56

What happens to my personal and health information?

Answer

Your information is used to:

• deliver personalised health and wellbeing recommendations and content
• award Live Better rewards points
• promote health services and keep you informed of offers from relevant Medibank Group Companies and third parties, if I have not opted out of these communications; and
• improve Medibank programs and services, including conducting research and analysing population health insights.

Challenges Plus information is hosted in Australia but may be shared on a need-to-know-basis with Medibank’s related companies, service providers and technology vendors (some of whom are located outside of Australia as per Medibank’s Privacy Policy).

Question 57

How do I track my activities?

Answer

Activities can be tracked (either manually or automatically) via a connected health app or device including Fitbit, Garmin, Google Fit, Health Connect and Apple Health. To connect any of these to your Live Better rewards profile, navigate to the ‘Manage/app devices’ screen from your Live Better rewards dashboard or click here for more details.

Information on how to track each type of activity can be found here

For many challenges, you will also be able to update your progress manually from the challenge dashboard.

The activities that count towards the Weekly Goal can also be tracked manually. Each of the activities are listed under the Weekly Goal progress ring. To manually track an activity, simply click on the activity you would like to track followed by ‘Mark as complete’.

The tables below show the various exercises which fall under each type of activity, by health app/device:

Activity Type	Apple Health
Aerobic	Steps Exercise Time Wheelchair pushes
Muscle-strengthening	Traditional strength training Functional strength training Cross training Core exercise
Flexibility	Pilates Yoga Barre Mind & Body Flexibility Tai chi Warm-up Cooldown
Meditation	Mindful minutes
Sleep	Sleep

Activity Type	Google Fit
Aerobic	Steps Heart Points
Muscle-strengthening	Strength training Weightlifting Calisthenics Kettlebell CrossFit Circuit training P90x
Flexibility	Pilates Yoga
Meditation	Meditating
Sleep	Sleep

Activity Type	Fitbit
Aerobic	Steps Active Zone Minutes
Muscle-strengthening	Strength training Weights Weightlifting Calisthenics Kettlebell Powerlifting CrossFit Circuit training
Flexibility	Pilates Yoga Stretching Barre Tai chi
Meditation	Meditating
Sleep	Sleep

Activity Type	Garmin
Aerobic	Steps Intensity Minutes
Muscle-strengthening	Strength training Gym & Fitness Equipment
Flexibility	Pilates Yoga
Meditation	Breathwork
Sleep	Sleep

Question 58

What tracking apps and devices connect to Live Better rewards?

Answer

You can connect Fitbit, Garmin, Apple Health, Health Connect and Google Fit to Live Better rewards. To connect any of these to your Live Better rewards profile, navigate to the ‘Manage/app devices’ screen from your Live Better rewards dashboard or click here for more details.

Question 59

How long does it take for activities to sync?

Answer

If you are using Apple Health, please allow up to one hour for activity data to sync. If you are using any other supported device, it can take up to 48 hours to sync data.

If your data still isn’t showing up, make sure your tracking device is syncing to the corresponding app. For example, if you have a Fitbit device, make sure it’s syncing to your Fitbit App before syncing it to Live Better rewards in the My Medibank app.

Question 60

Why are my activities not syncing?

Answer

If you see a “Failed to sync” error message in the manage app/devices section this means there is an issue with the connection so please try to disconnect and then re-connect your device. To do this, open your My Medibank app, navigate to the Live Better rewards dashboard and tap on ‘Manage app/devices’. Then, select ‘Disconnect’ and then tap ‘Connect’ to re-connect your device.

If you are connecting to Google Fit, please ensure you have signed into your Google Fit app. When connecting to Google Fit in the My Medibank app, use the same Google account that was used to sign into Google Fit.

Question 61

How do I connect / disconnect my tracking apps or device?

Answer

Open your My Medibank app, navigate to the Live Better rewards dashboard and tap on ‘Manage app/devices’. To connect a device, just click ‘Connect’ next to the device you would like to connect. To disconnect a device, select ‘Manage’ and tap ‘Disconnect’.

Question 62

How can I track my activities if I can't take my phone or device with me?

Answer

Some health apps and devices allow you to manually track your activities, such as daily step count, meaning you don’t always have to have your phone or device with you. To learn how to do this, follow these steps for Fitbit, Google Fit,, Health Connect, Apple Health and Garmin.

For many challenges, you will also be able to update your progress manually from the challenge dashboard. Plus, if you have forgotten to update your progress as you go, you will receive a prompt asking if you have completed the challenge so far this week. If you click the prompt it will bring your progress up to date.

For the Weekly Goal, you can also update your progress manually. Each of the activities are listed under the Weekly Goal progress ring. To manually track an activity, simply click on the activity you would like to track followed by ‘Mark as complete’. The activity will then show as completed for that day and will count towards the 7 activities that need to be completed within the week to successfully complete the Weekly Goal.

Question 63

Can I still track an activity after a Challenge has ended?

Answer

If you have fallen a little bit behind in your tracking, there’s no need to worry. You’re given a three-day grace period that allows you to go back and track any activities you may have forgotten to track during your challenge.

Once the grace period is over, your challenge officially closes and your progress is calculated.

Question 64

How does card linking work?

Answer

Securely link your Mastercard or Visa card to your Live Better Rewards account. When you use your linked card online or instore at our participating Live Better partners your purchase will be linked to your Live Better rewards account.

Some Visa and Mastercard debit card transactions will not automatically earn Live Better Rewards points if the shopping partner has processed the transaction via the EFTPOS network instead of the Visa or Mastercard network. For some Live Better partners, there may be a different approach required to link purchases with that Live Better partner to your Live Better rewards account. More information about these partners, and how you can link them to your Live Better Rewards account, can be found here.

Accepted Answer

If you link an active Mastercard or Visa card with Live Better rewards, your card details will be provided to Loyalty Now (our third party card linking enabler who are PCI DSS Level 1 certified). Loyalty Now will collect information about your transactions with a Live Better partner from Mastercard or Visa. Loyalty Now will then provide Live Better rewards with information about your transactions (including redacted details of the linked card used in the transaction) and purchase data so that you can earn points for eligible purchases.

For security reasons, Live Better rewards only stores the expiry date and the first 6 and last 4 digits of a linked card. For more information about how we handle your personal information, please visit the Medibank Privacy Policy at https://www.medibank.com.au/privacy/.

Accepted Answer

Yes, you can. Payments made via Apple Pay or Google Pay will earn points as long as they are processed through the Visa or Mastercard network.

If payment is made via a third-party payment provider such as PayPal or AfterPay where payment is not made directly to the partner, points will not be awarded.

Some Visa and Mastercard debit card transactions will not automatically earn Live Better Rewards points if the shopping partner has processed the transaction via the EFTPOS network instead of the Visa or Mastercard network. For some Live Better partners, there may be a different approach required to link purchases with that Live Better partner to your Live Better account. More information about these partners, and how you can link them to your Live Better account, can be found here.

Accepted Answer

Yes, you can. Payments made via Apple Pay or Google Pay will earn points as long as they are processed through the Visa or Mastercard network.

If payment is made via a third-party payment provider such as PayPal or AfterPay where payment is not made directly to the partner, points will not be awarded.

Some Visa and Mastercard debit card transactions will not automatically earn Live Better Rewards points if the shopping partner has processed the transaction via the EFTPOS network instead of the Visa or Mastercard network. For some Live Better partners, there may be a different approach required to link purchases with that Live Better partner to your Live Better account. More information about these partners, and how you can link them to your Live Better account, can be found here.

Accepted Answer

If you get a replacement card, you will need to update the details in your Live Better Rewards account to keep earning points on eligible purchases with participating Live Better partners. If the 16-digit card number remains the same, you just need to update the card expiry details by logging into your Live Better rewards account and navigating to the 'Card and membership linking' section.

But, if it’s a new card number, you will need to link it as a new card (and unlink your old card) by logging into your Live Better rewards account, navigating to the ‘Card and membership linking’ section and adding a new card. If you already have five (5) cards linked, you will need to unlink one of your old cards before you can add a new one.

Accepted Answer

If you link an active Mastercard or Visa card with Live Better Rewards, your card details will be provided to Loyalty Now (our third party card linking enabler who hold the highest level of payment cards industry data security standards being PCI DSS Level 1 certified). Loyalty Now will collect information about your transactions with a Live Better partner from Mastercard or Visa. Loyalty Now will then provide Live Better Rewards with information about your transactions (including redacted details of the linked card used in the transaction) and purchase data so that you can earn points for eligible purchases.

Some Visa and Mastercard debit card transactions will not automatically earn Live Better Rewards points if the shopping partner has processed the transaction via the EFTPOS network instead of the Visa or Mastercard network.

For security reasons, Live Better Rewards only stores the expiry date and the first 6 and last 4 digits of a linked card and the transaction details for purchases of products and/or services. For more information about how we handle your personal information, please visit the Medibank Privacy Policy at https://www.medibank.com.au/privacy/.

Accepted Answer

Your other Medibank insurance premium payment details or claim payment details are managed separately to your Live Better Rewards card linking details. If using the same card, you will need to update your card details for your Live Better account separately to your card details for your other Medibank insurance policies.

Accepted Answer

All our partners register directly with Mastercard or Visa in order to process card purchases. If you link an active Mastercard® or Visa® card with Live Better Rewards, your card details will be provided to Loyalty Now (our third party card linking enabler who are PCI DSS Level 1 certified). Loyalty Now will collect information about your transactions with a Live Better partner from Mastercard or Visa. Loyalty Now will then provide Live Better rewards with information about your transactions (including redacted details of the linked card used in the transaction) and purchase data so that you can earn points for eligible purchases.

Some Visa and Mastercard debit card transactions will not automatically earn Live Better Rewards points if the shopping partner has processed the transaction via the EFTPOS network instead of the Visa or Mastercard network.

For security reasons, Live Better rewards only stores the expiry date and the first 6 and last 4 digits of a linked card and the transaction details for purchases of products and/or services. For more information about how we handle your personal information, please visit the Medibank Privacy Policy at https://www.medibank.com.au/privacy/.

Accepted Answer

No, you won’t earn points for any amount purchased with vouchers, gift cards, discount code, store credit or for any items returned/exchanged. If you receive a partial refund, your Live Better points will be adjusted as per the final purchase value. You will only earn points on the actual amount charged to your linked card after all discounts have been applied.

Accepted Answer

The first things to check are that the purchase was made with a linked Mastercard or Visa card and that it was done at an eligible Live Better partner. A purchase must also be eligible as per each individual Live Better partner’s terms and conditions which you can find here. Also remember that you don't earn points for any amount purchased with vouchers, gift cards, discount code, store credit or for any items returned/exchanged. If you receive a partial refund, your Live Better points will be adjusted as per the final purchase value. You can only earn points on the amount charged to your payment card. The amount charged by the partner must be processed via the Visa or Mastercard network. Some Visa and Mastercard debit card transactions will not automatically earn Live Better Rewards points if the shopping partner has processed the transaction via the EFTPOS network instead of the Visa or Mastercard network.

If you’re still missing points and it’s been over 60 days (130 days with Koala) from the purchase date, please contact us.

Accepted Answer

The technology underpinning card linking is a proprietary technology operated by Mastercard and Visa. It is currently not possible to include any other card platforms such as EFTPOS or American Express — we will keep an eye on this and keep you updated should things change.

Accepted Answer

Make sure that you are linking a valid Australian Mastercard or Visa credit or debit card and that the card has not expired. It’s also important to know that a card can only be registered for a single member — it won’t work if the card has already been linked by another member.

Accepted Answer

If at any point you want to stop taking part in these activities, you can simply unlink your card. This means you will no longer be able to earn Live Better points when you use this card with our Live Better partners. To unlink a card, log in to the My Medibank app, go to Live Better, Earn with our partner brands and then navigate to the Card and membership linking page.

Following unlinking, your card, card details, purchase data including the date and time of purchase, the total dollar value of the purchase and the Live Better partner the purchase was made with is retained by both Live Better Rewards and Loyalty Now, our third-party card linking enabler’s system.

Accepted Answer

Unfortunately, we are not able to award points retrospectively. Make sure you have checked the terms that apply to each Live Better partner and have successfully linked a payment card. Please note some Live Better partners may require you to link your Live Better rewards membership instead to your Live Better rewards account to earn points.

Accepted Answer

No, you won’t earn points on any amounts spent that are later cancelled or refunded. If you receive a partial refund, your Live Better points will be adjusted as per the final purchase value.

Accepted Answer

If the relevant time frame to receive points has passed and the points are not showing up in your points transaction history page, please contact us.

Accepted Answer

Your Medibank number and email address details must be linked to select partner accounts at the time of purchase to enable you to earn Live Better points. Refer to each partner's specific instructions on how to link your Live Better rewards account with your partner membership account. In most cases, members will need to provide their Medibank number (on your Medibank card), Medibank email address, partner membership numbers or another identifier (as specified by the Partner e.g. email address). Please see each partner’s earn offer for details on how to earn with each partner here.

Accepted Answer

Live Better points will not be applied unless your Medibank membership number and the email address you use for your My Medibank account are successfully linked to your partner account at time of purchase/activity. Refer to each partners specific instructions on how to link your Live Better rewards account with your partner membership account. Live Better points cannot be awarded retrospectively.

Accepted Answer

When making a purchase online with our membership linking partners, after you’ve entered in your Medibank membership number in the relevant field, a message will show on the partner website to confirm if your Live Better rewards account or Medibank membership details have been successfully verified.

Accepted Answer

You will receive your points within 60 days of the eligible purchase or activity. You can view details of points earned under the points history tab in the Live Better rewards tab in the My Medibank app. Please check individual Live Better partner disclaimers for more information about what additional terms apply to specific Live Better partners.

Accepted Answer

This is normal. The date shown in your points history is the date that the transaction lands in your Live Better rewards account after the purchase has cleared and any return periods have passed.