Terms and Conditions

1.1 To participate in Medibank Live Better, a person must:
(a) be an individual aged 18 years or over;
(b) have a current Australian residential address; and
(c) register to become a Medibank Live Better Member through the Medibank Live Better Platform.

1.2 Membership in Medibank Live Better is not open to families, groups, companies, trusts, partnerships, other entities, government agencies, animals or inanimate objects.

1.3 There are 2 types of Medibank Live Better Members:
(a) Rewards Members – who can earn Live Better Points as set out in clause 4.2, and redeem Live Better Points in exchange for Rewards as set out in clauses 6, 7 and 8; and
(b) Non Rewards Members – who can earn Live Better Points as set out in clause 4.4, but cannot redeem Live Better Points in exchange for Rewards.

1.4 To qualify as a Rewards Member:
(a) each of the following criteria must be satisfied:
(i) the person must be a Medibank Live Better Member who has signed up to Medibank Live Better through My Medibank, signed up to Medibank Live Better through another part of the Medibank Live Better Platform (other than My Medibank) using the same email address as their My Medibank login or signed up to Medibank Live Better using a different email address (but have subsequently contacted Medibank to link their My Medibank account with their Medibank Live Better account);
(ii) that person must be insured under one or more Eligible Medibank Insurance Policies that have not been suspended or cancelled for any reason; and
(iii) the premium payments for at least one of those policies must not be in arrears; or
(b) any alternative set of criteria as stated by the Medibank Live Better Company on the Medibank Live Better Platform from time to time must be satisfied. Additional terms and conditions may apply to the redemption of a Reward depending on the type of Reward chosen (see clauses 6, 7 and 8).

1.5 If a Medibank Live Better Member has previously qualified as a Rewards Member, but:
(a) all of their Eligible Medibank Insurance Policies are suspended or cancelled for any reason; or
(b) the premium payments for all of their Eligible Medibank Insurance Policies are overdue or in arrears, then that Medibank Live Better Member will immediately cease to be a Rewards Member (and will become a Non Rewards Member) at the time that the circumstances contemplated by clauses 1.5(a) or 1.5(b) first occur.

1.6 If a Medibank Live Better Member ceases to be a Rewards Member (and becomes a Non Rewards Member) under clause 1.5, then (subject to the expiry of Live Better Points under clause 11.1), that Medibank Live Better Member will not lose any Live Better Points that they may have earned before the cessation of their status as a Rewards Member. However, that Medibank Live Better Member:
(a) will only be able to earn Live Better Points as a Non Rewards Member (to the extent contemplated in clause 4);
(b) will not be able to redeem any Live Better Points (as contemplated by clauses 6, 7 and 8);
(c) will not be able to transfer any Live Better Points (as contemplated by clause 10); and
(d) except as otherwise determined by the Medibank Live Better Company, will lose the ability to access some of the features of the Medibank Live Better program through My Medibank, 

until such time as they become a Rewards Member again by holding an Eligible Medibank Insurance Policy (which has not been suspended or cancelled) and ensuring that the premium payments for that policy are up to date.

1.7 Eligible Medibank Insurance Policy means any the following types of complying health insurance policies issued under the Medibank brand:
(a) hospital policy;
(b) extras policy (but excluding ambulance only covers); or
(c) combined hospital and extras policy. “ahm” branded insurance products, Medibank branded pet, travel and life insurance products, overseas student health cover, working visa health cover and overseas visitor health insurance do not qualify as Eligible Medibank Insurance Policies. For the avoidance of doubt, this is not an exhaustive list of insurance policies that do not qualify as Eligible Medibank Insurance Policies. The Medibank Live Better Company retains the sole discretion to determine, from time to time, which insurance policies qualify (or do not qualify) as Eligible Medibank Insurance Policies.

1.8 The Medibank Live Better Platform comprises a number of different mobile apps, web portals and websites.  Not all services, features or parts of the Medibank Live Better program will be available or accessible through all of the different Medibank Live Better Platform systems and may vary from time to time at the discretion of the Medibank Live Better Company.  Medibank Live Better Members may need to use a combination of the Medibank Live Better Platform systems in order to access and use all of the services, features and parts of the Medibank Live Better program.

2.1 When a person registers to become a Medibank Live Better Member and each time that person:
(a) logs into My Medibank;
(b) logs into any other Medibank Live Better Platform;
(c) records, logs or undertakes an activity on the Medibank Live Better Platform for which Credits or Live Better Points (as the case may be) are earned;
(d) purchases an Eligible Product or Service from a Program Partner; or
(e) redeems a Reward,

that person:
(a) is taken to have entered into the Membership Agreement;
(b) accepts and agrees to be bound by the terms of the Membership Agreement; and
(c) without limiting the Medibank Privacy Policy, consents to the collection by the Medibank Live Better Company, and the disclosure to and use by Medibank Group Companies, of their health information (including their waist circumference, general health and wellbeing information and vital measurements such as blood pressure), for the purposes of improving and personalising their experience of Medibank Live Better and their use of the Medibank Live Better Platform, and improving products offered by Medibank Group Companies.

2.2 The Medibank Live Better Company has engaged third party providers to operate the Medibank Live Better Platform. Accordingly, the use of the Medibank Live Better Platform is subject to the terms of use of those third party providers (Third Party Terms) and those Third Party Terms form part of the Membership Agreement. The Third Party Terms can be accessed and reviewed at Part C of these Terms and Conditions.

2.3 If there is any inconsistency between these Medibank Live Better terms and conditions, the My Medibank Terms, the Medibank Privacy Policy, specific terms for a Live Better Points Promotion, specific terms for earning Live Better Points or the redemption and supply of a Reward, or any Third Party Terms, then those terms must be read in the following (descending) order of precedence:
(a) Medibank Privacy Policy;
(b) specific terms for a Live Better Points Promotion;
(c) specific terms for earning Live Better Points or the redemption and supply of a Reward;
(d) these Medibank Live Better terms and conditions;
(e) the My Medibank Terms; and
(f) any Third Party Terms.

3.1 These Medibank Live Better terms and conditions may change from time to time at the discretion of the Medibank Live Better Company, including with respect to:
(a) activities that may constitute Earning Activities;
(b) the Rewards available;
(c) the number of Live Better Points awarded for different Earning Activities;
(d) the number of Live Better Points required to redeem certain Rewards;
(e) the expiry of Live Better Points;
(f) the deactivation or termination of Medibank Live Better accounts; and
(g) the applications and/or devices that can be used to access and interact with the Medibank Live Better program (or parts of the program).  

3.2 The Medibank Live Better Company will notify Medibank Live Better Members of any significant changes to these Medibank Live Better terms and conditions and any Third Party Terms (to the extent that the Medibank Live Better Company has been notified in writing of the changes by the relevant third party provider) from time to time via the Medibank Live Better Platform or using other direct communications (such as email or SMS notifications). Otherwise, at all times, the current version of these Medibank Live Better terms and conditions and Medibank Privacy Policy can be accessed and reviewed at Medibank’s website.

3.3 Except with respect to changes that have been notified to Medibank Live Better Members as contemplated in clause 3.2, changes to these Medibank Live Better terms and conditions will not affect the number of Credits or Live Better Points that a Medibank Live Better Member has earned before the effective date of change.

3.4 Notwithstanding any provision of the Membership Agreement (including those incorporated by reference), the Medibank Live Better Company and Medibank may do anything reasonably required (including varying these Medibank Live Better terms and conditions, the My Medibank Terms and the Medibank Privacy Policy) to ensure that the Medibank Group and all aspects of Medibank Live Better (including the earning and redemption of Live Better Points) are compliant with all applicable laws, including all laws relating to private health insurance.

4.1 An Earning Activity:
(a) in respect of a Rewards Member is any activity that entitles a Rewards Member to be awarded Live Better Points under clause 4.2; and
(b) in respect of a Non Rewards Member is any activity that entitles a Non Rewards Member to be awarded Live Better Points under clause 4.4.

4.2 A Rewards Member with an Active Medibank Live Better account will be awarded with Live Better Points after completing any one or more of the following activities:
(a) achieving a new Level through earning Credits as a result of the Rewards Member undertaking Health and Wellbeing Activities during a Quarter (see clause 5);
(b) either:
(i) receiving an Eligible Dental Check-Up, and lodging and receiving approval for a claim for that Eligible Dental Check-Up under an Eligible Medibank Insurance Policy (that includes an extras policy) under which that Rewards Member is insured; or
(ii) having a child under the age of 18 who is insured under an Eligible Medibank Insurance Policy (which includes an extras policy) held by the Rewards Member as the policy holder (Dependant), receive an Eligible Dental Check-Up, and lodging and receiving approval for a claim for that Eligible Dental Check-Up under an Eligible Medibank Insurance Policy (which includes an extras policy) held by the Rewards Member as the policy holder;
(c) purchasing an Eligible Product or Service (other than an Eligible Dental Check-Up) from a Program Partner for personal, domestic or household use or consumption:
(i) at that Program Partner’s retail store or location (where applicable);
(ii) using the Program Partner’s online platform; or
(iii) through the Medibank Live Better Platform, and then continuing to be insured under an Eligible Medibank Insurance Policy until the Live Better Points are awarded to that Rewards Member’s Medibank Live Better account (which may be up to 30 days after the date of purchase unless stated otherwise on the Medibank Live Better Platform) and complying with any other requirements as set out in the Medibank Live Better Platform in relation to that purchase (for example, “linking” that Rewards Member’s Medibank Live Better account with an account under the Program Partner’s loyalty program, which can only be done if at least one of the Eligible Medibank Insurance Policies under which that Rewards Member is insured has not been suspended or cancelled, and the premium payments for that policy are not in arrears);
(d) participating in (and complying with the terms of) a Live Better Points Promotion; or
(e) satisfying the requirements of any other Earning Activity published by the Medibank Live Better Company from time to time using the Medibank Live Better Platform.

4.3 The maximum number of Eligible Dental Check-Ups for which a Rewards Member can be awarded with Live Better Points is as follows:
(a) a maximum of two Eligible Dental Check-Ups received by the Rewards Member per calendar year; and
(b) a maximum of two Eligible Dental Check-Ups received by each Dependant per calendar year.

4.4 Subject to clause 4.5, a Non Rewards Member with an Active Medibank Live Better account will be awarded with Live Better Points after completing any one or more of the following activities:
(a) achieving a new Level through earning Credits as a result of the Non Rewards Member undertaking Health and Wellbeing Activities during a Quarter (see clause 5);
(b) participating in (and complying with the terms of) a Live Better Points Promotion in which Non Rewards Members generally (or that person in particular) are eligible to participate in; or
(c) satisfying the requirements of any other Earning Activity in which Non Rewards Members are eligible to complete or participate in, as published by the Medibank Live Better Company from time to time using the Medibank Live Better Platform. As noted in clause 1.3(b), Non Rewards Members cannot redeem Live Better Points in exchange for Rewards.

4.5 Notwithstanding clause 4.4:
(a) a person with an Active Medibank Live Better account who is a Non Rewards Member solely due to:
(i) all of their Eligible Medibank Insurance Policies being suspended but not cancelled under clause 1.5(a); or
(ii) the operation of clause 1.5(b), can also earn Live Better Points by completing the Earning Activity described in clause 4.2(c); and
(b) the Medibank Live Better Company may (at its discretion and from time to time) impose additional restrictions on Non Rewards Members’ ability to earn Live Better Points, such as limiting the number of Live Better Points that they may be able to earn during a certain period or for certain Earning Activities.

4.6 The number of Live Better Points that a Medibank Live Better Member may earn from completing an Earning Activity are as set out in the Medibank Live Better Platform (and those numbers may change from time to time).

4.7 If a Medibank Live Better Member successfully completes an Earning Activity and complies with all requirements associated with that Earning Activity, the Medibank Live Better Company will credit that person’s Medibank Live Better account with the relevant number of Live Better Points as soon as possible after the Medibank Live Better Company has received all required information relating to that Earning Activity, which may be dependent on factors outside the control of the Medibank Live Better Company (such as where there is a delay in the provision of information from a Program Partner or errors or inconsistencies in the data provided by the relevant Medibank Live Better Member or Program Partner), and may take up to 30 days after the date of completion of the Earning Activity (unless stated otherwise on the Medibank Live Better Platform).

4.8 Each Live Better Points Promotion may be subject to its own set of terms and conditions, which will be taken to be incorporated in (and form part of) the Membership Agreement.  Notwithstanding any provision of the Membership Agreement (including those incorporated by reference), and unless otherwise expressly specified on the Medibank Live Better Platform, the maximum number of Live Better Points that each Medibank Live Better Member can earn in a calendar year from successfully completing any points-earning activity associated with any Live Better Points Promotion (including one or more Health and Wellbeing Challenges or Medibank Recommended Goals, but excluding partner shopping), Levelling up or any Onboarding Action, is 36,000 Live Better Points.

4.9 If a person qualifies as an Eligible Person and that person is the holder of one or more Eligible Medibank Insurance Policies which includes an extras policy, but the Eligible Person:
(a) has not registered to participate in Medibank Live Better;
(b) has previously registered to participate in Medibank Live Better but has not linked his/her My Medibank account with his/her Medibank Live Better account (by either using the same email address as the login for both accounts or by contacting Medibank to link those accounts); or
(c) has previously registered to participate in Medibank Live Better but his/her Medibank Live Better account has been deactivated under clause 11.2 or terminated or suspended under clause 14.2(d), and that Eligible Person (or a child under the age of 18 who is insured under an Eligible Medibank Insurance Policy (which includes an extras policy) held by that Eligible Person as the policy holder) receives an Eligible Dental Check-Up and then lodges and receives approval for a claim for that Eligible Dental Check-Up under the relevant Eligible Medibank Insurance Policy, then:

(d) the Medibank Live Better Company may record and hold the Live Better Points that the Eligible Person would have earned if:
(i) they were a Medibank Live Better Member with their My Medibank account linked to their Medibank Live Better account, at that time;
(ii) their Medibank Live Better account had not been terminated or suspended under clause 14.2(d) before that time; or
(iii) their Medibank Live Better account had been reactivated under clause 11.2 before that time, (in each case, Pre-Activation Points), for the benefit of that Eligible Person for a period of 6 months from the date the Eligible Dental Check-Up is provided (Holding Period);
(e) if, during the Holding Period, that Eligible Person:
(i) registers to participate in Medibank Live Better, becomes a Medibank Live Better Member and links his/her My Medibank account with his/her Medibank Live Better account (by either using the same email address as the login for both accounts or by contacting Medibank to link those accounts);
(ii) links his/her My Medibank account with his/her existing Medibank Live Better account (by either using the same email address as the login for both accounts or by contacting Medibank to link those accounts);
(iii) opens a new Medibank Live Better account under clause 14.8(c); or
(iv) reactivates a previously active Medibank Live Better account held by that Eligible Person in accordance with clause 11.2, his/her Medibank Live Better account will be credited with the Pre-Activation Points; and
(f) if, during the Holding Period, that Eligible Person does not register to participate in Medibank Live Better, does not link his/her My Medibank account with his/her Medibank Live Better account, does not open a new Medibank Live Better account under clause 14.8(c) or does not reactivate a previously active Medibank Live Better account held by that Eligible Person in accordance with clause 11.2 (in each case, in accordance with clause 4.9(e)), the Medibank Live Better Company will cancel and delete the Pre-Activation Points at the end of the Holding Period.

4.10 Additional terms and conditions (including the method of recording and evidencing completion of an Earning Activity) may apply to the earning of Live Better Points as set out in the Medibank Live Better Platform.

4.11 The Medibank Live Better Company may at any time:
(a) reverse the Live Better Points credited to the Medibank Live Better account of a Medibank Live Better Member if an Earning Activity is cancelled or reversed (such as where the purchase of an Eligible Product or Service from a Program Partner is refunded);
(b) update the number of Live Better Points credited to the Medibank Live Better account of a Medibank Live Better Member if an Earning Activity is changed (such as where the purchase of an Eligible Product or Service from a Program Partner is exchanged for a different Eligible Product or Service);
(c) decide not to credit the Medibank Live Better account of a Medibank Live Better Member with Live Better Points (or reverse Live Better Points already credited to the Medibank Live Better account of a Medibank Live Better Member) if the Medibank Live Better Company has reasonable grounds to suspect that those Live Better Points were earned using fraudulent or dishonest means or behaviour, by misrepresentation or by misleading or deceptive conduct; and/or
(d) update the number of Live Better Points credited to the Medibank Live Better account of a Medibank Live Better Member if Live Better Points have been credited or recorded in error, even if that action reduces the balance of Live Better Points held in a Medibank Live Better account to zero.

5.1 The Medibank Live Better Company will award Credits to a Medibank Live Better Member for Health and Wellbeing Activities completed by that Medibank Live Better Member during a Quarter (subject to these Medibank Live Better terms and conditions).

5.2 The number of Credits awarded for each Health and Wellbeing Activity are as set out in the Medibank Live Better Platform (which may change from time to time).

5.3 The Medibank Live Better Company may cap the number of Credits that may be awarded for certain Health and Wellbeing Activities during a certain period (e.g. per day). The maximum number of Credits that may be awarded for a certain period will be as set out in the Medibank Live Better Platform (which may change from time to time).

5.4 To be awarded Credits, a Medibank Live Better Member must have an Active Medibank Live Better account and must track and record the relevant Health and Wellbeing Activities at their own cost by:
(a) using a compatible digital tracking device or tracking app which is linked to the Medibank Live Better Platform; or
(b) manually entering the required data using the Medibank Live Better Platform.

5.5 If a Medibank Live Better Member uses a compatible digital tracking device or tracking app linked to the Medibank Live Better Platform to track and record Health and Wellbeing Activities, it is that Medibank Live Better Member’s responsibility to ensure that:
(a) the relevant compatible tracking device or tracking app is properly linked to the Live Better Platform; and
(b) the linked device or app is properly tracking and recording the relevant Health and Wellbeing Activity.

5.6 If a Medibank Live Better Member has more than one compatible tracking device or tracking app linked to the Medibank Live Better Platform, the Medibank Live Better Company will record data from the tracking device or tracking app which has recorded the highest level of activity for the relevant Health and Wellbeing Activity.

5.7 Upon earning a certain number of Credits, the relevant Medibank Live Better Member will achieve a certain Level. The achievement of a Level during a Quarter entitles that Medibank Live Better Member to have their Medibank Live Better account credited with a certain number of Live Better Points. The total number of Credits required for each Level is as follows:

5.8 The number of Live Better Points awarded for each Level is as follows:

5.9 The highest Level that a Medibank Live Better Member can achieve during a Quarter is Level 3.  Accordingly, the maximum number of Live Better Points that a Medibank Live Better Member can earn during a Quarter for achieving Levels 1, 2 and 3, is 1,500 Live Better Points, but subject at all times to a Medibank Live Better Member not earning in excess of 36,000 Live Better Points in a calendar year, as set out in clause 4.8.  

5.10 Once a Medibank Live Better Member: 

(a) achieves Level 3 in any Quarter, that Medibank Live Better Member can continue to earn Credits during that Quarter (subject to these Medibank Live Better terms and conditions) but, since no further Levels can be achieved by that Medibank Live Better Member in that Quarter, no further Live Better Points will be awarded to that Medibank Live Better Member’s account during that Quarter; and

(b) earns a total of 36,000 Live Better Points during any Quarter (whether or not as a result of achieving any Level during that Quarter), that Medibank Live Better Member can continue to earn Credits during that Quarter (subject to these Medibank Live Better terms and conditions), but no further Live Better Points will be awarded to that Medibank Live Better Member’s account during the relevant calendar year to which that Quarter relates.

5.11 For the avoidance of doubt, Credits cannot be redeemed for any Reward.

5.12 Credits earned (and Levels achieved) by a Medibank Live Better Member will expire at the end of each Quarter. For the avoidance of doubt, Live Better Points do not automatically expire at the end of each Quarter but are instead subject to expiry under clause 11.1.

5.13 Medibank Live Better Members should consult their doctor or health professional before starting any new physical activity (including any Health and Wellbeing Activity), especially if they are pregnant, over 65 years old, or have a pre-existing medical condition or health problem.

6.1 A Medibank Live Better Member can only redeem Live Better Points if they are a Rewards Member with an Active Medibank Live Better account at the time of redemption.

6.2 If a Medibank Live Better Member is a Non Rewards Member, they can only redeem Live Better Points by becoming a Rewards Member with an Active Medibank Live Better account and supplying the Medibank Live Better Company with all information required by the Medibank Live Better Company in order to update the details associated with that Medibank Live Better Member’s account.

6.3 If a Medibank Live Better Member is a Rewards Member who can redeem Live Better Points under clause 6.1, that Medibank Live Better Member may elect to redeem the Live Better Points held at any given time by exchanging them for certain rewards set out in the Medibank Live Better Platform as at the time of redemption (Rewards).

6.4 The Rewards may include one or more of the following:
(a) merchandise, services, gift cards or vouchers from a Program Partner; or
(b) private health insurance-related Rewards.

6.5 Live Better Points that are eligible to be redeemed in accordance with these Medibank Live Better terms and conditions must be redeemed for Rewards through the Rewards Store.

6.6 Further terms specific to the redemption of Live Better Points for Rewards may be set out in the Medibank Live Better Platform and/or the online platform of the relevant Program Partners.

6.7 Live Better Points and Rewards cannot be directly exchanged for cash.

6.8 To the extent permitted by law (including the consumer guarantees under the Australian Consumer Law), a Reward chosen or received by a Rewards Member cannot be amended, cancelled, exchanged or refunded.

7.1 Without limiting clause 6, this clause 7 applies to Rewards that are merchandise, services, gift cards or vouchers.

7.2 All Rewards are subject to availability (e.g. stock availability) which may not be within the control of the Medibank Live Better Company. If a Reward is not available, the redemption transaction will be reversed and the relevant Live Better Points will be credited back to the Medibank Live Better account of the relevant Rewards Member.

7.3 The supply of merchandise, services, gift cards and vouchers as a Reward will also be subject to the terms of the relevant Program Partner, which may include terms in respect of the following (as applicable):
(a) product or service warranties;

(b) delivery times;
(c) delivery costs (if any);
(d) taxes or duties payable such as GST (if any); and

(e) any additional out-of-pocket expenses or surcharges associated with the Reward, and by redeeming the relevant Reward, the relevant Rewards Member acknowledges that they agree with those terms.

7.4 Manufacturer’s terms and warranties may also apply to the relevant Reward.

7.5 Where the delivery of a Reward involves the physical delivery of merchandise or a voucher, delivery will be made by ordinary post (unless otherwise specified on the Medibank Live Better Platform or in the online platform of the relevant Program Partner) and the delivery address must be in Australia.

7.6 Images of Rewards set out in the Medibank Live Better Platform are illustrative only and may not be to scale.

7.7 Title and risk in a Reward which is merchandise or a voucher that requires a physical delivery, will pass to the Rewards Member on delivery of that Reward to the delivery address specified by the Rewards Member when ordering the Reward.

7.8 If a Rewards Member redeems Live Better Points for a Reward in accordance with these Medibank Live Better terms and conditions and the Reward is either:
(a) not delivered to that Rewards Member within the timeframe specified at the time of ordering the relevant Reward; or
(b) in a damaged state when it is received by that Rewards Member, then that Rewards Member is entitled to lodge a claim through the Medibank Live Better Platform or by calling Medibank.

7.9 To enable the Medibank Live Better Company to expedite the processing of claims, a claim for non-delivery under clause 7.8(a) must be made within 2 months of redeeming the relevant Reward.

7.10 To enable the Medibank Live Better Company to expedite the processing of claims, a claim for damage under clause 7.8(b) must be made within 7 days of receipt of the relevant Reward.

7.11 To the extent permitted by law (including the consumer guarantees under the Australian Consumer Law), the Medibank Live Better Company and all other Medibank Group Companies will not be liable for non-delivery of (or damage to) a Reward if you do not make the relevant claim within the timeframes set out in clauses 7.9 and 7.10 (as applicable).

7.12 The Medibank Live Better Company will endeavour to investigate and resolve a claim for non-delivery or damage made in accordance with clauses 7.8 to 7.10 as soon as reasonably practicable, subject to the receipt of all information reasonably required by the Medibank Live Better Company from the relevant Rewards Member and the relevant Program Partner (if applicable).

8.1 Without limiting clause 6, this clause 8 applies to Rewards that are related to private health insurance as specified on the Medibank Live Better Platform from time to time, including the following:
(a) a $100 extras limit increase (excluding optical) and a $200 extras limit increase (excluding optical) on an Eligible Medibank Insurance Policy which includes an extras policy (each an Extras Limit Increase Reward);
(b) a $200 payment towards the premium for an Eligible Medibank Insurance Policy (Premium Payment Reward);
(c) a $250 reduction in the excess payable under an Eligible Medibank Insurance Policy which includes a hospital policy (Excess Reduction Reward);
(d) a remedial massage or myotherapy provided by a Medibank Recognised Provider valued at up to $115 for an Eligible Medibank Insurance Policy which includes an extras policy (Remedial Massage Reward);
(e) a physiotherapy service provided by a Medibank Recognised Provider valued at up to $115 for an Eligible Medibank Insurance Policy which includes an extras policy (Physiotherapy Service Reward);
(f) a chiropractic or osteopathy service provided by a Medibank Recognised Provider valued at up to $115 for an Eligible Medibank Insurance Policy which includes an extras policy (Chiropractic Service Reward);
(g) a $50 payment towards the out-of-pocket dental expenses payable after a claim is made at a Members’ Choice Advantage Provider under an Eligible Medibank Insurance Policy which includes an extras policy (Dental Out-of-Pocket Reward); and
(h) a $50 payment towards the out-of-pocket optical expenses payable after a claim is made at a Members’ Choice Advantage Provider under an Eligible Medibank Insurance Policy which includes an extras policy (Optical Out-of-Pocket Reward).

8.2 The following terms apply to an Extras Limit Increase Reward:
(a) To redeem an Extras Limit Increase Reward, the Rewards Member must be insured under an Eligible Medibank Insurance Policy which includes an extras policy (either as an extras only policy or a combined hospital and extras policy).
(b) In any consecutive 12 month period, a Rewards Member may redeem:
(i) 1 x $100 Extras Limit Increase Reward; and
(ii) 1 x $200 Extras Limit Increase Reward.
(c) Subject to clause 8.2(d), after a Rewards Member has redeemed an Extras Limit Increase Reward, the Extras Limit Increase Reward will be applied towards the claim for an extras benefit (other than optical) which is first received by Medibank (electronically or otherwise) after the redemption, and is lodged by any person insured under that Rewards Member’s Eligible Medibank Insurance Policy which includes an extras policy. The Extras Limit Increase Reward will only be applied after any remaining annual limit, sub-limit or lifetime limit on the service (as the case may be) have been used but before any applicable PackageBonus/Membership Bonus (as defined in Medibank’s Fund Rules) is applied.
(d) Further to clause 8.2(c), an Extras Limit Increase Reward will be applied at a policy level. Accordingly, the person making a claim for a benefit under clause 8.2(c) does not have to be the Rewards Member who redeemed the Extras Limit Increase Reward.
(e) An Extras Limit Increase Reward will only be applied towards a claim under clause 8.2(c), if at the time of the claim:
(i) the relevant Eligible Medibank Insurance Policy includes an extras policy;
(ii) the relevant Eligible Medibank Insurance Policy has not been suspended or cancelled for any reason; and
(iii) the premium payments for the relevant Eligible Medibank Insurance Policy are not in arrears.
(f) An Extras Limit Increase Reward can be used multiple times until the $100 limit increase and/or $200 limit increase (as the case may be) is used.
(g) An Extras Limit Increase Reward will expire 12 months after the date of redemption of that Reward. For the avoidance of doubt, this means that the expiry date of the Extras Limit Increase Reward will be on or later than the date on which the relevant annual limit or sub-limit resets for the relevant Eligible Medibank Insurance Policy.
(h) The extras services covered under an Eligible Medibank Insurance Policy may change from time to time.
(i) To the extent applicable, Medibank’s Fund Rules will apply to the redemption and use of an Extras Limit Increase Reward.

8.3 The following terms apply to a Premium Payment Reward:
(a) A Premium Payment Reward can be redeemed by a Rewards Member once in any consecutive 12 month period and will be applied at a policy level.
(b) At the time of redemption of a Premium Payment Reward, the amount of $200 will be applied to the Rewards Member’s Eligible Medibank Insurance Policy if at that time:
(i) that Eligible Medibank Insurance Policy has not been suspended or cancelled for any reason; and
(ii) the premium payments for that Eligible Medibank Insurance Policy are not in arrears.
(c) If a Rewards Member has more than one Eligible Medibank Insurance Policy, the Medibank Live Better Company will select at its sole discretion the policy to which the Reward is applied.
(d) To the extent applicable, Medibank’s Fund Rules will apply to the redemption and use of a Premium Payment Reward.

8.4 The following terms apply to an Excess Reduction Reward:
(a) To redeem an Excess Reduction Reward, the Rewards Member must be insured under an Eligible Medibank Insurance Policy which includes a hospital policy (either as a hospital only policy or a combined hospital and extras policy).
(b) The Excess Reduction Reward can be redeemed by a Rewards Member once in any consecutive 12 month period.
(c) Subject to clauses 8.4(d) and 8.4(f), after a Rewards Member has redeemed the Excess Reduction Reward, when a person insured under that Rewards Member’s Eligible Medibank Insurance Policy is admitted to a hospital and an excess becomes payable by that person for that admission, that Excess Reduction Reward will be applied, reducing the excess payable by $250.
(d) An Excess Reduction Reward can only be used once. If the excess payable in relation to a hospital admission is less than $250 and the Excess Reduction Reward is applied against that excess payment, any remaining amount in the Excess Reduction Reward is forfeited.
(e) Further to clause 8.4(c), the Excess Reduction Reward will be applied at a policy level. Accordingly, the person making a claim for a benefit under clause 8.4(c) does not have to be the Rewards Member who redeemed the Excess Reduction Reward.
(f) An Excess Reduction Reward will only be applied under clause 8.4(c), if at the time of the claim:
(i) the relevant Eligible Medibank Insurance Policy includes a hospital policy;
(ii) the relevant Eligible Medibank Insurance Policy has not been suspended or cancelled for any reason; and
(iii) the premium payments for the relevant Eligible Medibank Insurance Policy are not in arrears.
(g) An Excess Reduction Reward will expire 12 months after the date of redemption of that Reward. For the avoidance of doubt this means that the expiry date of the Excess Reduction Reward will be on or later than the date on which the excess payment resets for the relevant Eligible Medibank Insurance Policy.
(h) To the extent applicable, Medibank’s Fund Rules will apply to the redemption and use of the Excess Reduction Reward.

8.5 The following terms apply to the Remedial Massage Reward:
(a) To redeem a Remedial Massage Reward, the Rewards Member must be insured under an Eligible Medibank Insurance Policy which includes an extras policy (either as an extras only policy or a combined hospital and extras policy).
(b) A Remedial Massage Reward can only be applied to a single remedial massage or myotherapy by a Medibank Recognised Provider, and:
(i) if the cost of the remedial massage or myotherapy is greater than $115,then the person receiving the remedial massage or myotherapy must pay the gap; or
(ii) if the cost of the remedial massage or myotherapy is less than $115, then any remaining amount in the Remedial Massage Reward is forfeited.
(c) There is no limit in the number of Remedial Massage Rewards which a Rewards Member may redeem.
(d) Subject to clause 8.5(e), after a Rewards Member has redeemed a Remedial Massage Reward, that Remedial Massage Reward will be applied towards the claim which is first received by Medibank (electronically or otherwise) after the redemption, and is lodged by any person who is insured under that Rewards Member’s Eligible Medibank Insurance Policy for receiving a remedial massage or myotherapy from a Medibank Recognised Provider.
(e) Further to clause 8.5(d), a Remedial Massage Reward will be applied at a policy level. Accordingly, the person making the claim under clause 8.5(d) does not have to be the Rewards Member who redeemed the Remedial Massage Reward.
(f) A Remedial Massage Reward will only be applied towards a claim under clause 8.5(d), if at the time of the claim:
(i) the relevant Eligible Medibank Insurance Policy has not been suspended or cancelled for any reason; and
(ii) the premium payments for the relevant Eligible Medibank Insurance Policy are not in arrears.
(g) For the avoidance of doubt, a Remedial Massage Reward can be applied towards a claim under clause 8.5(d) even if at the time of the claim, the relevant Eligible Medibank Insurance Policy does not include an extras policy.
(h) A Remedial Massage Reward will expire 12 months after the date of redemption of that Reward.

8.6 The following terms apply to the Physiotherapy Service Reward:
(a) To redeem a Physiotherapy Service Reward, the Rewards Member must be insured under an Eligible Medibank Insurance Policy which includes an extras policy (either as an extras only policy or a combined hospital and extras policy).
(b) A Physiotherapy Service Reward can only be applied to a single physiotherapy service by a Medibank Recognised Provider, and:
(i) if the cost of the physiotherapy service is greater than $115, then the person receiving the physiotherapy service must pay the gap; or
(ii) if the cost of the physiotherapy service is less than $115, then any remaining amount in the Physiotherapy Service Reward is forfeited.
(c) There is no limit in the number of Physiotherapy Service Rewards which a Rewards Member may redeem.
(d) Subject to clause 8.6(e), after a Rewards Member has redeemed a Physiotherapy Service Reward, that Physiotherapy Service Reward will be applied towards the claim which is first received by Medibank (electronically or otherwise) after the redemption, and is lodged by any person who is insured under that Rewards Member’s Eligible Medibank Insurance Policy for receiving a physiotherapy service from a Medibank Recognised Provider.
(e) Further to clause 8.6(d), a Physiotherapy Service Reward will be applied at a policy level. Accordingly, the person making the claim under clause 8.6(d) does not have to be the Rewards Member who redeemed the Physiotherapy Service Reward.
(f) A Physiotherapy Service Reward will only be applied towards a claim under clause 8.6(d), if at the time of the claim:
(i) the relevant Eligible Medibank Insurance Policy has not been suspended or cancelled for any reason; and
(ii) the premium payments for the relevant Eligible Medibank Insurance Policy are not in arrears.
(g) For the avoidance of doubt, a Physiotherapy Service Reward can be applied towards a claim under clause 8.6(d) even if at the time of the claim, the relevant Eligible Medibank Insurance Policy does not include an extras policy.
(h) The Physiotherapy Service Reward will expire 12 months after the date of redemption of that Reward.

8.7 The following terms apply to the Chiropractic Service Reward:
(a) vTo redeem a Chiropractic Service Reward, the Rewards Member must be insured under an Eligible Medibank Insurance Policy which includes an extras policy (either as an extras only policy or a combined hospital and extras policy).
(b) A Chiropractic Service Reward can only be applied to a single chiropractic or osteopathy service by a Medibank Recognised Provider, and:
(i) if the cost of the chiropractic or osteopathy service is greater than $115, then the person receiving the chiropractic or osteopathy service must pay the gap; or
(ii) if the cost of the chiropractic or osteopathy service is less than $115, then any remaining amount in the Chiropractic Service Reward is forfeited.
(c) There is no limit in the number of Chiropractic Service Rewards which a Rewards Member may redeem.
(d) Subject to clause 8.7(e), after a Rewards Member has redeemed a Chiropractic Service Reward, that Chiropractic Service Reward will be applied towards the claim which is first received by Medibank (electronically or otherwise) after the redemption, and is lodged by any person who is insured under that Rewards Member’s Eligible Medibank Insurance Policy for receiving a chiropractic or osteopathy service from a Medibank Recognised Provider.
(e) Further to clause 8.7(d), a Chiropractic Service Reward will be applied at a policy level. Accordingly, the person making the claim under clause 8.7(d) does not have to be the Rewards Member who redeemed the Chiropractic Service Reward.
(f) A Chiropractic Service Reward will only be applied towards a claim under clause 8.7(d), if at the time of the claim:
(i) the relevant Eligible Medibank Insurance Policy has not been suspended or cancelled for any reason; and
(ii) the premium payments for the relevant Eligible Medibank Insurance Policy are not in arrears.
(g) For the avoidance of doubt, a Chiropractic Service Reward can be applied towards a claim under clause 8.7(d) even if at the time of the claim, the relevant Eligible Medibank Insurance Policy does not include an extras policy.
(h) The Chiropractic Service Reward will expire 12 months after the date of redemption of that Reward.

8.8 The following terms apply to the Dental Out-of-Pocket Reward:
(a) To redeem a Dental Out-of-Pocket Reward, the Rewards Member must be insured under an Eligible Medibank Insurance Policy which includes an extras policy (either as an extras only policy or a combined hospital and extras policy).
(b) There is no limit to the number of Dental Out-of-Pocket Rewards that a Rewards Member may redeem.
(c) Subject to clauses 8.8(e) and 8.8(f), after a Rewards Member has redeemed a Dental Out-of-Pocket Reward, that Dental Out-of-Pocket Reward will be applied towards the out-of-pocket expenses payable in respect of the next claim received by Medibank (electronically or otherwise) under the Rewards Member’s Eligible Medibank Insurance Policy which includes an extras policy at the time of the claim (Relevant Dental Policy), lodged by any person insured under the Relevant Dental Policy at a Members’ Choice Advantage Provider and relating to general dental, major dental or orthodontic services. The Dental Out-of-Pocket Reward cannot be used on dental services for which no benefits are payable under any extras cover.
(d) A Dental Out-of-Pocket Reward will be applied at a policy level. Accordingly, the person making the claim and receiving the benefit of the Dental Out-of-Pocket Reward under clause 8.8(c) does not have to be the Rewards Member who redeemed the Dental Out-of-Pocket Reward.
(e) Further to clause 8.8(c):
(i) A Dental Out-of-Pocket Reward can be used in multiple transactions until the aggregate amount of the reward has been applied in accordance with clause 8.8(c).
(ii) A Dental Out-of-Pocket Reward will be applied regardless of any remaining annual limit, sub-limit or lifetime limit under the Relevant Dental Policy.
(iii) The Dental Out-of-Pocket Reward will be applied before any applicable PackageBonus/Membership Bonus (as defined in Medibank’s Fund Rules).
(iv) A Dental Out-of-Pocket Reward can be used during any waiting period that may be applicable under the Relevant Dental Policy.
(f) A Dental Out-of-Pocket Reward will only be applied towards a claim under clause 8.8(c) if at the time of the claim:
(i) the Rewards Member is insured under an Eligible Medibank Insurance Policy which includes extras cover (i.e. the Relevant Dental Policy);
(ii) the Relevant Dental Policy has not been suspended or cancelled for any reason; and
(iii) the premium payments for the Relevant Dental Policy are not in arrears.
(g) A Dental Out-of-Pocket Reward will expire 12 months after the date of redemption of that Reward.

8.9 The following terms apply to the Optical Out-of-Pocket Reward:
(a) To redeem an Optical Out-of-Pocket Reward, the Rewards Member must be insured under an Eligible Medibank Insurance Policy which includes an extras policy (either as an extras only policy or a combined hospital and extras policy).
(b) There is no limit to the number of Optical Out-of-Pocket Rewards that a Rewards Member may redeem.
(c) Subject to clauses 8.9(e) and 8.9(f), after a Rewards Member has redeemed an Optical Out-of-Pocket Reward, that Optical Out-of-Pocket Reward will be applied towards the out-of-pocket expenses payable in respect of the next claim received by Medibank (electronically or otherwise) under the Rewards Member’s Eligible Medibank Insurance Policy which includes an extras policy at the time of the claim (Relevant Optical Policy), lodged by any person insured under the Relevant Optical Policy at a Members’ Choice Advantage Provider and relating to optical items. The Optical Out-of-Pocket Reward cannot be used on optical items for which no benefits are payable under any extras cover (e.g. eye tests, non-prescription sunglasses, safety glasses, protective glasses or precision tinted lenses).
(d) An Optical Out-of-Pocket Reward will be applied at a policy level. Accordingly, the person making the claim and receiving the benefit of the Optical Out-of-Pocket Reward under clause 8.9(c) does not have to be the Rewards Member who redeemed the Optical Out-of-Pocket Reward.
(e) Further to clause 8.9(c):
(i) An Optical Out-of-Pocket Reward can be used in multiple transactions until the aggregate amount of the reward has been applied in accordance with clause 8.9(c).
(ii) An Optical Out-of-Pocket Reward will be applied regardless of whether or not there is any remaining annual limit, sub-limit or lifetime limit under the Relevant Optical Policy.
(iii) The Optical Out-of-Pocket Reward will be applied before any applicable PackageBonus/Membership Bonus (as defined in Medibank’s Fund Rules) is applied.
(iv) An Optical Out-of-Pocket Reward can be used during any waiting period that may be applicable under the Relevant Optical Policy.
(f) An Optical Out-of-Pocket Reward will only be applied towards a claim under clause 8.9(c) if at the time of the claim:
(i) the Rewards Member is insured under an Eligible Medibank Insurance Policy which includes extras cover (i.e. the Relevant Optical Policy);
(ii) the Relevant Optical Policy has not been suspended or cancelled for any reason; and
(iii) the premium payments for the Relevant Optical Policy are not in arrears.
(g) An Optical Out-of-Pocket Reward will expire 12 months after the date of redemption of that Reward.

8.10 Where a Rewards Member redeems a private health insurance-related Reward under this clause 8:
(a) the Rewards Member should allow at least 24 hours for the Reward to be made available; and
(b) except as otherwise provided for in clauses 8.5(g), 8.6(g) and 8.7(g), if the Rewards Member ceases to hold an Eligible Medibank Insurance Policy which includes the requisite hospital and/or extras cover for the use of the Reward, that Reward will be forfeited.

9.1 Medibank Live Better Members can check their Live Better Points balance: (a) through the Medibank Live Better Platform; (b) by calling Medibank; or (c) by visiting a Medibank retail store.

9.2 The Medibank Live Better Company may also send periodic statements to Medibank Live Better Members setting out details of their Live Better Points balance.

10.1 Live Better Points may be transferred from one Medibank Live Better account to another Medibank Live Better account if both of the Medibank Live Better accounts are Active and:
(a) belong to the same person (and at least one of that person’s Eligible Medibank Insurance Policies has not been suspended or cancelled at the time of the requested transfer and the premium payments for that policy are up to date); or
(b) belong to members who are insured under one or more of the same Eligible Medibank Insurance Policies at the time of the requested transfer (and at least one of those policies has not been suspended or cancelled at the time of the requested transfer and the premium payments for that policy are up to date).

10.2 A Medibank Live Better Member can only make 1 request to transfer Live Better Points in any 12-month period.

10.3 A Medibank Live Better Member can request for their Live Better Points to be transferred by calling Medibank or emailing or e-mail livebetter@medibank.com.au.

10.4 After the death of a Medibank Live Better Member, the Live Better Points held by that Medibank Live Better Member may be transferred to a relative of that Medibank Live Better Member if that relative:

(a) is (or registers to become) a Medibank Live Better Member;

(b) holds one or more Eligible Medibank Insurance Policies that have not been suspended or cancelled for any reason, and the premium payments for at least one of those policies is not overdue or in arrears; 

(c) rings Medibank or emails live.better@medibank.com.au to request the transfer of the Live Better Points from the deceased Medibank Live Better Member to their Medibank Live Better account (within 6 months after the death of that Medibank Live Better Member); and

(d) provides all information reasonably required by the Medibank Live Better Company. 

10.5 Without limiting any other provisions of these Medibank Live Better terms and conditions, the Medibank Live Better Company may close the account of a deceased Medibank Live Better Member 6 months after the death of that Medibank Live Better Member, and any Live Better Points credited to that Medibank Live Better Member’s account will be deleted without recourse.

11.1 Expiry of Live Better Points

The Live Better Points of a Medibank Live Better Member will not expire if that Medibank Live Better Member has earned or redeemed Live Better Points in the last 24 months.  The Live Better Points of a Medibank Live Better Member will expire, and the Medibank Live Better Company may, at its discretion, cancel and remove the Live Better Points held by a Medibank Live Better Member, if that Medibank Live Better Member has not: 

(e) earned any Live Better Points in any period of 24 months or more; 

(f) redeemed any Live Better Points in any period of 24 months or more;

(g) held an Eligible Medibank Insurance Policy in any period of 6 months or more; or 

(h) taken out an Eligible Medibank Insurance Policy within 6 months after creating a Medibank Live Better account.

Live Better Points could also be deleted under clause 14.7.

11.2 Deactivation of Medibank Live Better accounts
(a) The Medibank Live Better account of a Medibank Live Better Member may be deactivated if that Medibank Live Better Member has not logged into and manually undertaken an activity in the Medibank Live Better Platform (for example, purchasing an Eligible Product or Service from a Program Partner, redeeming Live Better Points, adding a family member or friend, posting a comment, joining or leaving a community on the Medibank Live Better Platform) in any period of 90 days or more (even if the Medibank Live Better Member has been earning Credits or Live Better Points during that period).

(b) If the Medibank Live Better account of a Medibank Live Better Member is deactivated under clause 11.2(a):
(i) any Live Better Points earned but not yet used/redeemed will continue to be subject to expiry under clause 11.1;
(ii) any other personal settings in the Medibank Live Better account (including the linking of any digital tracking device or tracking app, Credits earned, progress made in any health and wellbeing personal targets or Health and Wellbeing Challenges, membership of any community in the Medibank Live Better Platform) will be deleted with no recourse (even if that account is later reactivated under clause 11.2(b)(iii)); and
(iii) the Medibank Live Better Member can reactivate his/her Medibank Live Better account by calling Medibank or sending an email to livebetter@medibank.com.au to request the reactivation and complying with the reasonable directions of the Medibank Live Better Company for reactivation.

12.1 Medibank Live Better Members must not:
(a) act in a way that breaches the Membership Agreement;
(b) provide their login/security credentials for the Medibank Live Better Platform to any other person, except where such credentials are required to be provided to another person to assist an injured or incapacitated Medibank Live Better Member to access the Medibank Live Better Platform;
(c) engage in illegal or fraudulent activities in relation to Medibank Live Better;
(d) supply or attempt to supply false or misleading information to any Medibank Group Company, Program Partner or Medibank Recognised Provider; or
(e) sell, assign or transfer, or offer to sell, assign or transfer any Reward or Live Better Points (other than in accordance with these Medibank Live Better terms and conditions).

12.2 It is the responsibility of each Medibank Live Better Member to regularly check their Medibank Live Better account, and they must promptly notify the Medibank Live Better Company of:
(a) any omissions, incorrect entries or other discrepancies associated with their Medibank Live Better account; and
(b) any unauthorised transactions that have been processed using their Medibank Live Better account.

12.3 Medibank Live Better Members are solely responsible for keeping their Medibank Live Better account username and password confidential and secure. If a Medibank Live Better Member believes that their username or password has been lost or stolen, or if they believe that there has been unauthorised access to their account by third parties, that Medibank Live Better Member must notify the Medibank Live Better Company immediately and change their password as soon as possible.

Any tax, liability, or duty incurred by a Medibank Live Better Member arising from their participation in Medibank Live Better is the sole responsibility of that Medibank Live Better Member.

14.1 A Medibank Live Better Member may terminate their Medibank Live Better account (and participation in Medibank Live Better) at any time (and for any reason) by:
(a) following the account cancellation process set out in the Medibank Live Better Platform;
(b) calling Medibank to request that cancellation; or
(c) sending an email to live.better@medibank.com.au requesting that cancellation and providing all information reasonably required by the Medibank Live Better Company.

14.2 The Medibank Live Better Company has the right to (at its absolute discretion) suspend or terminate the Medibank Live Better account of a Medibank Live Better Member (and that Medibank Live Better Member’s participation in Medibank Live Better) with immediate effect and without notice if:
(a) that Medibank Live Better Member breaches the Membership Agreement;
(b) the Medibank Live Better Company has reasonable grounds to suspect that the Medibank Live Better Member is acting in a manner that is fraudulent or dishonest (or is engaging in conduct that is misleading or deceptive) in relation to their participation in Medibank Live Better (including with respect to tracking and recording Health and Wellbeing Activities, earning Credits, earning Live Better Points or redeeming Live Better Points);
(c) that Medibank Live Better Member engages in behaviour which, in the reasonable opinion of the Medibank Live Better Company, is Unacceptable (as described in clause 14.3) on the Medibank Live Better Platform (such as by selecting a username or posting content which is Unacceptable) or in their dealing with any Medibank Group Company, a Program Partner or any of their personnel; or
(d) that Medibank Live Better Member has not logged into and manually undertaken an activity in the Medibank Live Better Platform (for example, purchasing an Eligible Product or Service from a Program Partner, redeeming Live Better Points, adding a family member or friend, posting a comment, joining or leaving a community on the Medibank Live Better Platform) in any period of 180 days or more (even if that Medibank Live Better Member has been earning Credits or Live Better Points during that period).

14.3 Behaviour which is Unacceptable includes behaviour which:
(a) is offensive, abusive, obscene, profane, hateful or racist;
(b) is threatening, defamatory or contains a personal attack;
(c) is a solicitation or advertisement, or an endorsement of other products, services or organisations;
(d) in the Medibank Live Better Company’s absolute discretion, is spam (such as multiple or repetitive posts);
(e) violates the intellectual property rights of another party;
(f) violates any law or regulation;
(g) contains false, inaccurate or misleading information;
(h) personally identifies a person or group of people without consent, including staff of a Medibank Group Company;
(i) discloses any personal or financial information (e.g. membership number or contact details); or
(j) the Medibank Live Better Company considers (in its absolute discretion) is inappropriate in any other way.

14.4 Without limiting the Medibank Live Better Company’s rights under clause 14.2:
(a) if the Medibank Live Better Company suspends the Medibank Live Better account of a Medibank Live Better Member under clause 14.2, that suspension may be subject to such conditions (including as to the length of the suspension) as the Medibank Live Better Company considers appropriate; and
(b) if the behaviour which was deemed Unacceptable by the Medibank Live Better Company involved the posting of content on the Medibank Live Better Platform, the Medibank Live Better Company may remove that post without any notice.

14.5 In addition to the termination rights under clause 14.2, the Medibank Live Better Company has the right to terminate Medibank Live Better at any time for any reason with at least 30 days’ notice to be given via the Medibank Live Better Platform. The Medibank Live Better Company gives no warranty as to the continuing availability of Medibank Live Better.

14.6 Medibank Live Better Members acknowledge that, in order for the Medibank Live Better Company to (among other things) monitor the operation of Medibank Live Better, the Medibank Live Better Company has the right to undertake audits, verification checks and investigations in relation to a Medibank Live Better Member’s account and activities in Medibank Live Better.

14.7 If Medibank Live Better or a Medibank Live Better account is terminated for any reason (other than under clause 14.2(d)), any Credits or Live Better Points earned will be deleted, and neither the Medibank Live Better Company nor any other Medibank Group Company will be liable to anyone for such termination.

14.8 If the Medibank Live Better account of a Medibank Live Better member is terminated under clause 14.2(d):
(a) any Live Better Points earned but not yet used/redeemed will continue to be subject to expiry under clause 11.1;
(b) any other personal settings in the Medibank Live Better account (including the linking of any digital tracking device or tracking app, Credits earned, progress made in any health and wellbeing personal targets or Health and Wellbeing Challenges, membership of any community in the Medibank Live Better Platform) will be deleted with no recourse (even if the process set out in clause 14.8(c) is undertaken); and
(c) the Medibank Live Better Member may register a new Medibank Live Better account with the same credentials as the previous Medibank Live Better account and link any unused and unexpired Live Better Points of the previous Medibank Live Better account with the new Medibank Live Better account (by calling Medibank or sending an email to livebetter@medibank.com.au to request the linking, and complying with the reasonable directions of the Medibank Live Better Company for this linking process).

15.1 Subject to this clause 15 and to the maximum extent permitted by law, the Medibank Live Better Company is not (and no other Medibank Group Company will be) liable to any other person for:
(a) any loss or damage of any kind that is directly or indirectly caused by or results from any act or omission of any person other than a Medibank Group Company or any of the officers and employees of a Medibank Group Company;
(b) without limiting clause 15.1(a), any loss or damage of any kind that is directly or indirectly caused by or results from any act or omission of any Program Partner or Medibank Recognised Provider or any of the officers, employees, agents or contractors of any Program Partner or Medibank Recognised Provider; or
(c) any indirect, incidental, special or consequential loss or damage, loss of profits or anticipated profits, economic loss, loss of business opportunity, or loss or damage resulting from wasted management time, irrespective of whether the loss or damage is caused by or relates to breach of contract, statute, tort (including negligence) or otherwise, or the Medibank Live Better Company or any other person was previously notified of the possibility of that loss or damage.

15.2 The aggregate liability of the Medibank Live Better Company and any other Medibank Group Company (whether under statute, in contract or in tort (including negligence)) for loss or damage suffered or incurred by anyone in connection with Medibank Live Better is limited to $10 million.

15.3 Any warranty, guarantee, condition, representation, undertaking or other right relating to the supply of goods or services that would be implied in these Medibank Live Better terms and conditions (or any Membership Agreement) by legislation, common law, equity, trade, custom or usage is excluded to the maximum extent permitted by law. Nothing in these Medibank Live Better terms and conditions (or any Membership Agreement) excludes liability which cannot be excluded by law (including the consumer guarantees under the Australian Consumer Law).

15.4 To the maximum extent permitted by law, the liability of the Medibank Live Better Company or any other Medibank Group Company will be limited (at the discretion of the Medibank Live Better Company or the relevant Medibank Group Company, as applicable) to:
(a) reinstating the number of Live Better Points in dispute;
(b) reinstating the number of Live Better Points relating to the Reward in dispute;
(c) in the case of goods:
(i) the replacement of the goods or the supply of equivalent goods;
(ii) the repair of the goods;
(iii) the payment of the cost of replacing the goods or acquiring equivalent goods; or
(iv) the payment of the cost of having the goods repaired; or
(d) in the case of services:
(i) the supplying of the services again; or
(ii) the payment of the cost of having the services supplied again.

15.5 Notwithstanding any other provision of these Medibank Live Better terms and conditions (or any Membership Agreement), this clause 15 survives the termination of a Medibank Live Better account, termination of a Membership Agreement and termination of Medibank Live Better (as the case may be).

16.1 The Health and Third Party Information and Material provided through other communication channels from the Medibank Live Better Company or on the Medibank Live Better Platform have been prepared for general information purposes only. The Health and Third Party Information and Material provided through other communication channels from the Medibank Live Better Company or on the Medibank Live Better Platform, or on any other website accessed via the Medibank Live Better Platform or otherwise, may not necessarily be accurate, complete or current. No person should act or fail to act on the basis of that information or material. Medibank Live Better Members should consult their doctor or health professional before starting any new physical activity (including any Health and Wellbeing Activity), especially if they are pregnant, over 65 years, have a pre-existing medical condition or health problem. To the maximum extent permitted by law, the Medibank Live Better Company, the Medibank Group Companies and their respective officers, employees and agents disclaim any liability (including liability for negligence) to any person arising out of:
(a) any action or failure to act by any person in accessing, downloading, uploading, using or relying on or dealing in any way with any Health and Third Party Information and Material from the Medibank Live Better Platform or from any other website on the Internet;
(b) any errors or omissions in any Health and Third Party Information and Material on the Medibank Live Better Platform or on any other website on the Internet (including but not limited to errors or omissions arising as a result of the negligence of the Medibank Live Better Company, Medibank Group Companies or their respective officers, employees and agents); or
(c) any delay or interruption in access to or use of the Medibank Live Better Platform or any other website on the Internet (including delay or interruption arising as a result of the negligence of the Medibank Live Better Company, Medibank Group Companies or their officers, employees and agents).

16.2 The Medibank Live Better Company reserves the right, in its absolute discretion, to delete, alter or move any message or other posted material on the Medibank Live Better Platform. The Medibank Live Better Company is under no obligation to update any Health and Third Party Information and Material on the Medibank Live Better Platform, or to correct any inaccuracy in any Health and Third Party Information and Material on the Medibank Live Better Platform that may become apparent at a later time.

16.3 Where the Medibank Live Better Company or any other Medibank Group Company advertises on behalf of any health service provider, or appears by reference of logo or otherwise in an advertisement of any health service provider, to the maximum extent permitted by law, such advertising or reference is not to be construed as:
(a) an endorsement by the Medibank Live Better Company or any Medibank Group Company;
(b) an acknowledgment or representation as to fitness for purpose by the Medibank Live Better Company or any Medibank Group Company; or
(c) a recommendation or warranty of, for, or in relation to the product or service of the health service provider by the Medibank Live Better Company or any Medibank Group Company.

16.4 The Medibank Live Better Company and all Medibank Group Companies, to the maximum extent permitted by law, neither take nor assume any responsibility for the products or services provided by Program Partners or Medibank Recognised Providers. Medibank Live Better Members should rely on their own inquiries and seek any assurance or warranties directly from the relevant Program Partner or Medibank Recognised Provider.

16.5 The information provided on the Medibank Live Better Platform, and its design, text, graphics and software, are (unless otherwise stated) copyright of the Medibank Live Better Company or a Medibank Group Company (or are licensed to the Medibank Live Better Company or a Medibank Group Company by third parties for use on the Live Better Platform).

16.6 Except as expressly set out to the contrary in these Medibank Live Better terms and conditions, any Third Party Terms or any terms and conditions of a Program Partner, Medibank Live Better Members are granted a revocable license to download the materials contained on the Medibank Live Better Platform for the purpose of participating in Medibank Live Better. No person may otherwise modify, copy, reproduce, republish, frame, upload, post, transmit, distribute or provide a link to the contents of the Medibank Live Better Platform in any way, except as expressly provided for on the Medibank Live Better Platform, or with the written authorisation of the Medibank Live Better Company.

16.7 The Medibank Live Better Company does not warrant the accuracy of any hypertext links provided on the Medibank Live Better Platform, nor the suitability or accuracy of any content located at those links. Links and frames connecting the Medibank Live Better Platform with other websites are for convenience only and do not mean that a Medibank Group Company is associated with, endorses or approves those other websites, their content, or the people who run or contribute to them. Use or reliance on the content of those websites is at the user's own risk.

16.8 The Medibank Live Better Company does not represent or warrant that any files displayed or obtained from or through the Medibank Live Better Platform, or any other website linked to it, are free from computer viruses or other defects. Any such files are provided, and may only be accessed or used, on the basis that the user assumes all responsibility for any loss, damage or consequence resulting directly or indirectly from the use of those files. The Medibank Live Better Company’s liability for such an event is limited to the resupply of those files.

By becoming a Medibank Live Better Member, you acknowledge that the Medibank Live Better Company has entered into commercial arrangements with Program Partners, under which the Medibank Live Better Company may pay commissions to Program Partners, and may receive commissions from Program Partners, in connection with Medibank Live Better.

If anything in these Medibank Live Better terms and conditions (or any Membership Agreement) is unenforceable, illegal or void, then it is severed and the rest of these Medibank Live Better terms and conditions or the relevant Membership Agreement (as applicable) remain in force.

To the extent that a provision of these Medibank Live Better terms and conditions (or any Membership Agreement) is expressed to be for the benefit of one or more Medibank Group Companies, or any employees, officers or agents of any Medibank Group Companies, the Medibank Live Better Company holds the benefit of that provision in its own capacity and as trustee for those persons and companies, and the Medibank Live Better Company is entitled to enforce that provision for the benefit of itself and those persons and companies.

These Medibank Live Better terms and conditions and membership in Medibank Live Better are governed by and will be construed in accordance with the laws of the State of Victoria, Australia. In any action or other legal process with respect to any matter or thing in connection with these Medibank Live Better terms and conditions or the Medibank Live Better Company, Medibank Live Better Members agree to submit to the exclusive jurisdiction of the courts of the State of Victoria and the Commonwealth of Australia.

In these Medibank Live Better terms and conditions, unless the context requires otherwise:

21.1 references to “you” means the Medibank Live Better Member or the Eligible Person;

21.2 the words "include", "for example" or any form of those words must be construed as if they were followed by "but without limitation";

21.3 a reference to a document of any description (including these Medibank Live Better terms and conditions) is a reference to that document (including any schedules, annexures and attachments) as amended, consolidated, novated, assigned, replaced or supplemented;

21.4 the word “law” includes:
(a) any statute, regulation, rule, by-law, ordinance, proclamation, judgment, treaty, decree, convention, rule or principle of common law or equity, rule of any applicable stock exchange, or requirement or approval (including conditions) of a government agency;
(b) any regulation, rule, by-law, ordinance, proclamation or judgment made under that law; and
(c) that law as amended, consolidated, supplemented, re-enacted or replaced, and whether applicable in or outside Australia;

21.5 the headings are used for convenience only and do not affect the interpretation of these Medibank Live Better terms and conditions;

21.6 the word “judgment” includes an order, declaration, determination, injunction, decree or award of any court or tribunal, whether made in or outside Australia;

21.7 the phrase “government agency” means:
(a) any government (whether federal, state, territorial, local or otherwise);
(b) any statutory, public, governmental, semi-governmental or judicial body, entity, department or authority; and
(c) any minister, officer, delegate or other representative of the government agency acting in that capacity, whether located in or outside Australia; and

21.8 if a government agency or other body or entity ceases to exist or is reconstituted, renamed or replaced or has its powers or functions removed (defunct body), then a reference to the defunct body is a reference to the government agency or other body or entity that performs most closely the functions of the defunct body.

Active, in relation to a Medibank Live Better account, means a Medibank Live Better account which has not been deactivated under clause 11.2 or terminated or suspended under clause 14.2(d) or otherwise.

Australian Consumer Law means Schedule 2 of the Competition and Consumer Act 2010 (Cth).

Credit means credits awarded for Health and Wellbeing Activities. 

Dependant has the meaning given in clause 4.2.

Earning Activity is defined in clause 4.1.

Eligible Dental Check-Up means a dental check-up that includes either a comprehensive oral examination (with HICAPS item number 011) or a periodic oral examination (with HICAPS item number 012) supplied by a Members’ Choice Advantage Provider.

Eligible Medibank Insurance Policy is defined in clause 1.7.

Eligible Person means a person who is aged 18 or over and has a current Australian residential address.

Eligible Product or Service means a product or service (as set out in the Medibank Live Better Platform from time to time) supplied by a Program Partner, where the Medibank Live Better Platform states that the purchase of that product or service will entitle a Medibank Live Better Member to be awarded Live Better Points.

GST has the meaning given to that term in the A New Tax System (Goods and Services Tax) Act 1999 (Cth).

Health and Wellbeing Activities means the activities for which Credits can be earned as specified on the Medibank Live Better Platform from time to time, and may include exercise, health checks, better eating habits and other “feel better” activities.

Health and Wellbeing Challenge means a type of Live Better Points Promotion identified on the Medibank Live Better Platform as a “Health and Wellbeing Challenge” under which additional Live Better Points and/or Credits can be earned by Medibank Live Better Members, with its details and terms and conditions to be specified on the Medibank Live Better Platform from time to time.

Health and Third Party Information and Material means information and material relating to: 

(a) health and wellbeing; 

(b) goods or services provided by a Program Partner; and 

(c) goods or services provided by any health service provider (including a Members’ Choice Advantage Provider or Medibank Recognised Provider). 

Level means the “level” status a Medibank Live Better Member can achieve through earning Credits as a result of undertaking Health and Wellbeing Activities.  

Live Better Points means points awarded to Medibank Live Better Members under Medibank Live Better.

Live Better Points Promotion means a promotion (which includes a Health and Wellbeing Challenge or a Medibank Recommended Goal) under which Live Better Points can be earned by (new or existing) Medibank Live Better Members in accordance with the terms for that promotion, as offered by the Medibank Live Better Company at its discretion and stated on the Medibank Live Better Platform from time to time.

Medibank means Medibank Private Limited ABN 47 080 890 259. 

Medibank Group means Medibank and its related bodies corporate (as that term is defined in the Corporations Act 2001 (Cth)). 

Medibank Group Company means a company within the Medibank Group.

Medibank Live Better means the health and wellbeing and rewards program of that name operated by the Medibank Live Better Company.

Medibank Live Better Company means Live Better Management Pty Ltd ACN 003 457 289, the Medibank Group Company which operates Medibank Live Better.

Medibank Live Better Member means an Eligible Person who has registered to become a member of Medibank Live Better in accordance with these Medibank Live Better terms and conditions.

Medibank Live Better Platform means any mobile app, web portal or website made available by the Medibank Live Better Company from time to time through which an Eligible Person can register to become a Medibank Live Better Member and/or take part in Medibank Live Better (including My Medibank).

Medibank Live Better terms and conditions means the Medibank Live Better terms and conditions set out in Part A of the Terms and Conditions. 

Medibank Privacy Policy means Medibank’s privacy policy (which may be updated from time to time) as set out in Part B below, a current copy of which can be accessed from Medibank’s website or by calling Medibank.  

Medibank Recognised Provider means a health service provider recognised as a health service provider by Medibank from time to time. 

Medibank Recommended Goal means a type of Live Better Points Promotion identified on the Medibank Live Better Platform as a “Medibank Recommended Goal” under which additional Live Better Points and/or Credits can be earned by Medibank Live Better Members, with its details and terms and conditions to be specified on the Medibank Live Better Platform from time to time.

Medibank’s Fund Rules means Medibank’s fund rules which are available at www.medibank.com.au/fundrules.

Members’ Choice Advantage Provider means a health service provider classified as a “Members’ Choice Advantage Provider” by Medibank from time to time.

Membership Agreement means the agreement taken to be entered into by the Medibank Live Better Company and each Live Better Member under clause 2.1 in relation to the participation in and operation of Medibank Live Better, which incorporates the following terms:

(a) these Medibank Live Better terms and conditions;

(b) for Live Better Members that can access any features of Medibank Live Better through My Medibank, the My Medibank Terms;

(c) Medibank Privacy Policy;

(d) specific terms for a Live Better Points Promotion;

(e) specific terms for earning Live Better Points and the redemption and supply of a Reward; and

(f) Third Party Terms.

My Medibank means the online service (consisting of mobile apps, web portals and websites) made available by Medibank, its wholly owned subsidiaries Fitness2live Pty Limited ACN 138 752 815, Medibank Health Solutions Telehealth Pty Ltd ACN 069 396 792 and other related bodies corporate of Medibank that assists holders of Medibank branded insurance policies to manage and administer their insurance.

My Medibank Terms means the terms and conditions that regulate My Medibank and which are available at: https://members.medibank.com.au/terms-of-use.html. 

Non Rewards Members are Medibank Live Better Members who are not Rewards Members.

Onboarding Actions means the completion of the Wellbeing Survey, connecting an app or device, choosing health interests and objectives and picking a first Medibank Recommended Goal or other onboarding action for which Live Better Points may be awarded from time to time.

Program Partner means a supplier of goods or services (other than a Medibank Group Company) that has entered into an arrangement with the Medibank Live Better Company to supply goods or services to Medibank Live Better Members in connection with Medibank Live Better (as set out in the Medibank Live Better Platform from time to time), and includes any supplier of goods or services that is identified as a Program Partner on the Medibank Live Better Platform from time to time.

Quarter means a 3-month period commencing on 1 January, 1 April, 1 July and 1 October.

Rewards is defined in clause 6.3.

Rewards Members is defined in clause 1.4. 

Rewards Store means the online store accessed through the Medibank Live Better Platform, that allows Rewards Members to redeem Live Better Points in exchange for Rewards.

Terms and Conditions means these terms and conditions comprising: 

(a) Part A – Medibank Live Better terms and conditions;

(b) Part B – Medibank Privacy Policy; and

(c) Part C – Third Party Terms (being Sprout’s terms of service); 

Third Party Terms is defined in clause 2.2.

Unacceptable is defined in clause 14.3.

This privacy policy explains why we collect your personal information and what we do with it, along with your rights to access and correct your personal information, and make a privacy complaint

We are bound by laws governing how we collect and use your personal information including the Privacy Act 1988 (Cth) and other State and Territory laws such as the Health Records Act 2001 (Vic), Health Records (Privacy and Access) Act 1997 (ACT), the Health Records and Information Privacy Act 2002 (NSW), and the Health Information Privacy Code 1994 in New Zealand (Privacy Laws).

We aim to be as transparent as possible in this privacy policy about what we do with your personal information. Consequently, we review this privacy policy annually and update it. The most up-to-date version of our privacy policy can always be found on our website www.medibank.com.au/privacy

In this privacy policy you will see the terms ‘personal information’ and ‘sensitive information’ used. These terms have the following definitions:

• ‘personal information’ means information that identifies you or can be used to identify you, or from which you are reasonably identifiable.
• 'sensitive information’ is a sub-set of personal information and includes information about your health, health services provided to you and your claims. Sensitive information is more protected under Privacy Laws than are other forms of personal information.

In this privacy policy, and unless otherwise stated, all references to 'personal information' include 'sensitive information'.

We are Medibank Private Limited ABN 47 080 890 259 (Medibank) and its subsidiaries including - 

• Australian Health Management Group Pty Ltd ABN 96 003 683 298 (ahm) 
• The MHS Group (MHS), the members of which are listed at the end of this policy 

References to ‘us’, ‘we’ or ‘our’ include Medibank, ahm, MHS and, where the context requires, other Medibank subsidiaries (collectively Medibank Group Companies).

This privacy policy applies to:

• All current and past members of Medibank and ahm whose personal information we have collected
• All individuals whose personal information is collected in relation to the products and services offered by Medibank Group Companies
• All individuals whose personal information is collected by us in the course of our functions and activities, such as service providers, contractors and prospective employees.

The types of personal information we may collect depends on our relationship with you and may include:

• identifying information such as name, date of birth and employment details;

• identification information for identity verification, such as your driver’s licence and Medibank member card;

• contact information such as home address, home and mobile phone numbers and email address, and in some cases your work contact details;

• government-issued identifiers including Medicare numbers;

• financial information, such as bank account and credit card details;

• sensitive information, including:

  • information about your health, health services provided to you and your claims;
  • biometric information and templates, such as voice recognition information;
  • lifestyle, diet, exercise and health related information that you self input into our wellbeing apps;
  • other sensitive information such as your race and ethnicity where we are required to collect it;

• information about your activities, including sporting and other lifestyle interests;

• information about involvement in other programs you participate in or memberships you may have;

• your internet service provider (ISP) and/or IMEI information to detect unauthorised access to your membership and identify potential fraud and criminal behaviour; and

• information about your usage of our website and apps for the purposes of analytics (including when you use our website and apps and what you do, and the information you input, while using them), and subject to your marketing preferences to target marketing to you (based upon your demographic information and use of our app and website). To gain this information we will use cookies, if the privacy settings you have chosen on your device allow it to accept our cookies. You can, if you wish, access the content on our website without accepting cookies, but will find navigation and returning to our website easier if you accept cookies.

If you do not provide or authorise the provision of personal information we request, we may be unable to provide you with some or all of our products and services or the products and services of our partners. If you ask us, we will tell you what personal information we must have in order to provide you with a particular product or service, and what requested personal information is optional for that product or service.

• when you open and start to complete or complete an application form or other type of form in relation to our products and services;
• when you contact us in person, by phone, mail, email or online;
• when you make a claim;
• when you visit premises from which we operate; and
• when you visit our website or subscribe to or use one of our lifestyle and wellbeing apps.

We may collect your personal information from you, from another person covered by your policy, from a person authorised to provide us with your personal information on your behalf, or from an agency or organisation on whose behalf we are providing you with services or products (as agent for a principal). We may also collect information about you from other sources, such as:

• a third party such as a hospital, dentist or optometrist or other health service provider who has treated you;
• an employer, educational institution, government agency or adviser who has dealt with you (or their authorised representatives);
• for overseas customers, your migration or other agent;
• Medibank Group Companies who have provided you with services including health-related services;
• a service provider engaged by us or a third party who partners with us to assist us in providing goods or services or administering our business (such as mailhouses, printing, and IT service providers and platforms, or marketing, planning and product or service development)
• if you are a health service provider, from relevant databases and directories;
• publicly available sources or networking services (including for the purpose of contacting you to offer our products and services, and you can let us know your preferences in relation to such contact, or to confirm information provided by you such as publicly available job history (eg via LinkedIn), or to verify identity and prevent fraud);
• CCTV cameras in operation at our offices and retail centres;
• the main policy holder (or person setting up a policy to cover you) at the time that they incept (set up) the policy; and
• another health fund and your co-insured, if you have requested a transfer of your health insurance between that fund and us, so as to facilitate that transfer.

We also obtain information from other sources where:

• we provide products and services on behalf of or in conjunction with others, including business partners
• we need information from third parties relating to a product or service we provide to you or relating to a health insurance claim
• we need information to prevent or minimise the risk of fraud
• you have consented to third parties sharing it with us, such as people you have authorised to deal with your policy.

Where we engage with you multiple times over a short period in relation to the same matter, we may not provide you with a separate notice about privacy each time we engage with you.

We aim to store your information securely and have a range of security controls in place (including physical, technical and procedural safeguards) designed to protect your personal information.

Our employees and contractors regularly receive targeted privacy training.

We take reasonable steps to make sure that the personal information about you - that we collect, use and disclose - is accurate, complete, up to date and relevant.

We will generally not charge a fee for accessing your personal information. We will only charge a fee to access information in exceptional circumstances and where your request is particularly onerous. We will let you know in advance of levying any fee to confirm that you still wish to proceed with your request.

When you contact us to seek access to your personal information, we will need to be reasonably satisfied it is you, and not an unauthorised person.

We may require you to substantiate your identity to protect you from fraud and privacy breaches perpetrated by third parties pretending to be you. We may also use a third party and secure service to confirm your identity (such as two factor authentication), and your IMEI or IP address in some circumstances, to reduce the risk to you of identity theft and reduce fraud risk to us.

We may not always give you access to certain information you have requested, such as where:

• we no longer hold or use the information and have destroyed or de-identified it
• providing access would be unlawful
• we are required or authorised by law to deny access
• providing access would unreasonably impact on the privacy of others
• we cannot be satisfied that you are who you say you are (we cannot adequately identify you).

It would assist us to ensure we properly understand your request, and allow us to respond more promptly, if requests are made in writing and include as much detail as possible.

Please protect your PIN by:

• keeping your PIN confidential,
• not writing it down or keeping a record of it with your membership card or policy documents,
• not choosing an easy to guess PIN (such as your date of birth), and
• not disclosing your PIN to other people covered by your policy or authorised to transact on your policy (as they need to have their own PINs).

If you think that your PIN has been compromised please let us know and change your PIN as soon as possible.

• process your policy application and manage your policy;
• manage our relationship with you;
• identify and communicate with you;
• provide you with requested information, products or services;
• process and audit payments and claims;
• analyse, investigate, pursue and prevent suspected fraudulent activities;
• manage and develop Insurance and Health Products;
• assess your suitability for and contact you about Insurance and Health Products that we believe may be of benefit to you;
• partner or work with third parties to improve our membership offering and value;
• manage and develop our business and operational processes and systems;
• conduct marketing – including targeted electronic marketing (such as emails, or advertisements on websites and social media platforms that you access);
• obtain feedback, and engage in analytic and research activities (inclusive of a wide range of analytics and customer behavioural research projects);
• manage and resolve any legal, clinical or commercial complaints or issues;
• perform other functions and activities relating to our business;
• in the case of your voice recording, use your voice to help us improve our voice-imprinting IVR (as an antifraud and detection) and refine our voice recognition software;
• comply with our legal obligations or enforce our legal rights; and
• as otherwise required or authorised by law, including the Privacy Laws.

• Medibank Group Companies for the purpose of:
  • assisting you to ascertain if your existing cover is adequate for your current and foreseeable future needs;
  • offering ancillary services, health management programs and services which may be of benefit to you (For example, if you advise us that you will be having an operation, we may supply, and you consent to us supplying, information to a Medibank Group Company so they can offer rehabilitation and nursing services to assist you in your recovery and promote a positive outcome from your surgery);
  • verifying you as a Medibank or ahm member to provide you with services offered by MHS to Medibank and ahm members; and
  • ensuring that our customer records for you between ahm, Medibank and MHS are consistent, and accurate;
• our agents and service providers;
• our professional advisors;
• health service providers;
• other persons covered by your policy as part of administering the policy and paying benefits;
• potential or actual buyers of our assets or business, including only some assets or parts of our business;
• payment system operators and financial institutions;
• your agents and advisors or other persons authorised by, or responsible for, you;
• government agencies;
• your educational institution, migration agent or broker if you have overseas student health cover (OSHC) or a visitors cover product;
• third party insurers whom we are authorised to represent if you purchase other insurance products through us;
• third parties and other members of the Medibank Group with whom Medibank partners or works with to improve your opportunities or improve your wellbeing and/or the value you get from your membership;
• other health funds, service providers or other third parties who assist us in the detection and investigation of fraud;
• in relation to a transfer certificate requested by you or the main policy holder - your co-insured (please note that a transfer certificate will show if anyone covered by the policy has exercised their lifetime mental health waiver as we are required by law to include this detail);
• your employer (or their authorised representatives) if you have a corporate insurance product; and
• other parties to whom we are authorised or required by law to disclose information.

• we will collect, use and disclose your self-inputted personal, biometric, health, exercise and diet information and automatically inputted information from connected apps and devices for the purposes of that app in helping you to achieve your wellbeing goals;
• to facilitate the operation of the app, the app provider will also handle your information on our behalf and necessary information about you will be provided to rewards partners to allow you to redeem your rewards;
• you can choose how much information you disclose to us, and separately to other app users and your competition or team members within the privacy settings and social posting functions of the app at any time, but you must provide some personal information such as your email address, phone type, browser type, operating system and IP address to be able to use the app;
• you can choose to use a pseudonym in using the app (but you may not be able to claim full rewards with a pseudonym);
• if you delete the app it will retain your information for a defined and short period of time and for your benefit (should you change your mind and later want to reactivate the application and not lose your data – inclusive of your points and goals), unless you ask for your information to be deleted.

If you link any of our lifestyle apps to your wearable fitness devices:

• you may be asked to agree to the app provider’s privacy policy
• we are not responsible for the collection and use practices of the app provider in these circumstances in respect of your personal information
• please visit the app provider’s website to understand their privacy practices and options they may make available to you in relation to their collection and use of your personal information.

From time to time, we may collect and use your personal information so that we can promote and market Insurance and Health Products to you and keep you informed of special offers from Medibank Group Companies and third parties. We may contact you in relation to these promotions and offers by direct mail, SMS and MMS messages, targeted marketing on social media platforms, in app and push notification, by phone and email.

You can opt out of marketing by contacting us. However, if you opt out of marketing you will still receive service related communications from us. If you opt out of marketing, please be aware that your details may still be shared with our marketing partners and/or mailhouses for the purposes of ensuring that they do not market to you. For example, we may partner with a provider to market our products to their customers using their customer lists, but will provide a list of our ‘opted out’ customers to wash against their customer list securely, so as to ensure that customers who have opted out of our marketing, do not receive marketing. If you have signed up to receive marketing from us or from our marketing partners and/or mailhouses via different email addresses, you may still receive marketing at any email addresses for which you have not opted out, as the above process will only identify where opted out email addresses are identical. Therefore, please tell us all email addresses you wish to opt out of receiving marketing to in order to stop receiving marketing from us or on our behalf to those email addresses.

If you want to change your communications preferences, please let us know. Please be aware that if you are an ahm customer, we require you to have an email address registered with us for service communications.

To opt out of marketing or change your communications preferences please contact us as set out below. Please note that if you opt out of marketing from Medibank, this will not opt you out of in-app marketing in or related to our lifestyle and wellbeing apps, and vice versa. If you wish to opt out of marketing in our lifestyle and wellbeing apps you will need to do so in the privacy settings of the relevant app (set out below).

Medibank:

• Access the Manage My Preferences page within the Medibank Online Member Services facility; or
• Call us on Call 132 331; or
• Visit one of our stores.

ahm:

• Access the Settings page within the ahm Online Member Services facility; or
• Call us on Call 134 246 or Call 02 4221 8888 Monday to Friday: 8:00am – 6:00pm; or
• Email us at info@ahm.com.au

MHS:

• Please contact Privacy-MHS@medibank.com.au to opt out of marketing or change your communications preferences, and ensure that you advise us in you email of the programme (or product or service) you are enrolled in or receiving, and the MHS company providing it.

Apps:

• Access the about me page in Medibank’s lifestyle and wellbeing apps (for in app marketing preferences only – you will need to contact us by one of the other channels above to stop non-app related/ associated marketing)

To keep you informed quicker, where you provide us with an email address, we send most service-related communications to you by email. Service-related communications are the essential things you need to know about your cover, like annual tax statements, changes to premiums and account notices. In some circumstances and for some products, including some ahm products, we require an email address to communicate with you as a term and condition of the product. You can otherwise choose how we communicate with you by contacting us as follows:

Medibank:

• Access the Manage My Preferences page within the Medibank Online Member Services facility; or
• Call us on Call 132 331; or
• Visit one of our stores.

ahm:

• Access the Settings page within the ahm Online Member Services facility; or
• Call us on Call 134 246 or Call (+61) 2 4221 8888 Monday to Friday: 8:00am – 6:00pm; or
• Email us at info@ahm.com.au

MHS:

• Please contact Privacy--MHS@medibank.com.au and ensure that you advise the programme (or product or service) you are enrolled in or receiving and the MHS company providing it.

Apps:

• Access the about me page in Medibank’s lifestyle and wellbeing apps (for in app preferences only – you will need to contact us by one of the other channels above for non-app related communications preferences).

Collecting your personal information

If you have a couples or family health insurance policy with us, we will collect information about dependants (partner and children) from the policy holder who sets up the policy, with the policy holder’s consent.

If you are a policy holder and provide us with information about your partner or a dependant who is 16 years or over, you need to:

• get their consent to give us their information;
• tell them you have given us their personal information;
• tell them that our privacy practices are set out in this privacy policy and how they can access this privacy policy; and
• tell them they are entitled to access their information by contacting us.

If you are a policy holder and provide us with information about your partner or a dependant who is 16 years or over, by providing that information you acknowledge that you are creating or that you have created the policy on behalf of your co-insureds, and you warrant that:

• you have their authority to agree to the relevant terms including consenting to the uses set out in this privacy policy on their behalf;
• you have made them aware of the information set out in this privacy policy and informed them of how they can obtain access to this privacy policy; and
• you have their consent to provide the information to us and for us to use that information for the purposes set out in this privacy policy and as otherwise permitted by law, including the Privacy Laws.

If a policy holder lodges a claim on your behalf, we act in reliance on the above warranties given by the policy holder and accordingly assume you have given your consent to the policy holder to provide all the information we need to process your claim.

All claims payments and general policy information will be sent to the policy holder. The policy holder can:

• change details on the policy
• change level of cover
• add and remove persons from the policy
• receive benefits on behalf of dependants
• terminate the policy.

The policy holder can authorise their partner or dependant 16 years or over to operate the policy. If the policy holder gives such authority, the authorised person will have the same level of access as the policy holder and so will be able to receive and view all personal information in connection with the policy that the policy holder can see, including in respect of claims made by the policy holder and co-insureds (where that information was available to the policy holder). However (with the exception of Overseas Visitors Cover products) the authorised person cannot:

• terminate the policy
• remove the policy holder from the policy

The policy holder may grant this authority. The authority will remain in place until the policy holder contacts us to revoke it.

You may opt to pay for another person’s policy, but absent them giving you authority, this does not permit us to disclose information about the policy to you. You can however, contact us to cease your payments, but need to be aware that if you do this, we will contact the policy holder to advise them that their policy will be or is un-financial due to a cancelled payment or failed debit.

MHS may provide such services to our private health insurance members including telephonic services, chronic disease and health management programs and online health-related services.

In addition to the general purposes of use and disclosure set out in this privacy policy (except where specifically qualified or disclaimed below), MHS may collect and use your personal information to provide these services to you including to:

• manage their relationship with you and contact you for follow up purposes;
• manage, review, develop and improve their health-related services and their business and operational processes and systems;
• resolve any legal and/or commercial complaints or issues;
• provide information about the services to the funders of those services (for example Medibank may fund some services); and
• perform any of their other disclosed functions or activities.

MHS may collect your personal information from another Medibank Group Company, from you or from a person authorised by or responsible for you.

If you use health-related services, MHS may disclose your personal information to Medibank or ahm in order for us to ensure that you have appropriate cover, are eligible for services and that our records for you are accurate.

In order to perform the above functions, companies in MHS may disclose your personal information to each other and to third parties such as their agents, service providers and professional advisors, health service providers, persons authorised by or responsible for you, and to other parties to whom they are authorised or required by law to disclose information including government agencies, and these parties may collect that information.

Medibank Group Companies may also use and disclose your personal information to each other:

• to assess from what other services you may benefit and to facilitate the provision of such services;
• so we may have an integrated view of our members and provide you a better and personalised service; and
• to contact you (including by telephone call, text message or email) in relation to our health-related services only.

You may withdraw your consent to the sharing of your sensitive information between Medibank Group Companies or to being contacted in relation to our health-related services by contacting us:

Medibank: Access the Manage My Preferences page within the Medibank Online Member Services facility, call us on 132 331 or visit one of our stores.

Medibank apps: Delete your account within the Health & Wellbeing apps.

MHS: Contact the Privacy Officer at privacy@medibank.com.au

• if we tell you in the privacy consent for the service you are receiving that we will not share your information, or
• if you call one of the non-Medibank branded telehealth lines (that we provide for other entities and government departments). When you call these lines your information is segregated and not ever included or compared with our data about you as a Medibank or ahm member. When calling a telehealth line, you can opt to use a pseudonym.

Any advice provided is general only and doesn’t consider your objectives, financial situation or needs. You should carefully read the relevant Product Disclosure Statement (which sets out the product terms, conditions and exclusions), Target Market Determination and Financial Services Guide available here to ensure the product is right for you. Medibank life insurance products are issued by the insurer, Swiss Re Life & Health Australia Limited ABN 74 000 218 306, AFSL 324908 (Swiss Re). Medibank life insurance products are distributed by Greenstone Financial Services Pty Ltd ABN 53 128 692 884, AFSL 343079 (GFS), and promoted by Medibank Private Limited ABN 47 080 890 259, AR 286089 (Medibank Private). Medibank Private is an authorised representative of GFS.

For more information about how Medibank handles your personal information see our Privacy Policy. The Privacy Collection Notice provides more information about our partner’s privacy practices and policy.

On occasion, we may also disclose your personal information to overseas organisations where you instruct us or expressly consent to us doing so. In such cases, we may not be able to ensure adequate protection in relation to those organisations' management of your information.

If you have a corporate health insurance product, there may be occasions where we are instructed by your employer to disclose your information to an overseas organisation in order to administer your policy.

• Sharing information about:

  • premiums (including any Australian government rebate which may apply)
  • personal information such as name, address, date of birth of all members and dependants under the policy
  • details of your insurance cover
  • details about your claims

• Allowing your religious order’s administrative person to make changes to your health insurance policy, including:

  • Suspending your policy
  • Closing your policy
  • Changing the scale of your policy
  • Changing the cover of your policy
  • Administrative changes, such as ordering new cards
  • Directing where claims benefits are to be paid.

If you believe any information we hold about you is inaccurate, incomplete or out of date, please let us know. We will take reasonable steps to amend any personal information about you which is inaccurate or out of date.

You can get in touch with us at Medibank and ahm to request the above any time you wish to do so.

If you have any concerns or queries about the manner in which your personal information has been handled, please contact our Privacy Officer whose contact details are provided below.

If you wish to make a formal complaint, please provide your complaint in writing to our Privacy Officer, and detail information relevant to your complaint.

Medibank, ahm or MHS: Group Privacy Officer, Medibank Private Limited, at GPO Box 9999 (Your Capital City) or e-mail privacy@medibankathome.com.au

We will consider your complaint promptly and contact you to seek to resolve the matter.

Generally, we will contact you to acknowledge receipt of your complaint and let you know who is managing your query within 5 business days. We will attend promptly to your complaint and will aim to respond to your concerns or otherwise keep you informed of our progress within 30 days.

If we have not responded to you within a reasonable time or if your complaint is not resolved to your satisfaction, you are entitled under the Privacy Act to make a complaint to the Office of the Australian Information Commissioner and can find more information on the Commission’s website www.oaic.gov.au.

• India
• New Zealand
• United States
• Japan
• Ireland
• Fiji
• France
• Indonesia
• United Kingdom
• Germany
• Singapore
• Canada
• South Africa
• Vietnam
• Mauritius

This list is updated from time to time. You can visit our website at any time to view the latest version.

• Medibank Health Solutions Pty Limited (ABN 99 078 943 791) (formerly Health Services Australia Pty Ltd)
• Integrated Care Services Pty Limited (ABN 71 059 950 695) (trading as Care Complete)
• The Travel Doctor TMVC Pty Ltd (ABN 93 003 457 289)
• Medibank Health Solutions Telehealth Pty Ltd (ABN 40 069 396 792)
• Medibank Health Solutions New Zealand Pty Ltd (which also provides services in New Zealand)
• Fitness2Live Pty Limited (ABN 94 138 752 815)
• Australian Health Management Group Pty Ltd (ahm) (ABN 96 003 683 298), excluding the Private Health Insurance business, which has its own privacy policy (ahm Privacy Policy) available on the ahm website
• Healthstrong Pty Ltd (ACN 155 277 919)
• Live Better Management Pty Ltd (ACN 003 457 289)