Should you require any assistance with understanding these terms and conditions, please email email@example.com or call 131 551 (Monday – Thursday – 9:00am to 5:30pm). We will be happy to provide you with assistance.
In these terms, we or us means Zurich Australia Limited (ABN 92 000 010 195, 5 Blue Street, North Sydney NSW 2060) and its employees, agents, contractors and related bodies corporate and you means the person who proposes to be, is or has been a Zurich LiveWell Member.
By registering to become a member of Zurich LiveWell or activating your Zurich LiveWell Membership, you agree to be bound by the following terms and conditions.
To be a Zurich LiveWell Member, you must:
We may allow you to be a Zurich LiveWell Member if you don’t meet the above criteria at our discretion.
We may use our discretion to determine that you no longer meet any of the above criteria, and we may cancel or suspend your membership. You may hold no more than one Zurich LiveWell Membership at any time.
To become a Zurich LiveWell Member you must complete an application form or complete another form of application via any other method we determine from time to time. Once received by us, we will process your application and determine your eligibility. If we approve your membership application, you will become a Zurich LiveWell Member and we will communicate to you how to register to use your Zurich LiveWell Membership. You will need to complete the registration process to begin using your Zurich LiveWell Membership.
We may at our sole and absolute discretion provide different categories of membership to Zurich LiveWell, each of which may have different eligibility requirements or offer a different range of activities and benefits to its category of Zurich LiveWell Members.
If you change your mind within your relevant cooling off period, please let us know by using the contact details provided in the Zurich LiveWell customer portal or mobile applications (or contact us using the contact details provided above). Your cooling off period begins after you first become a Zurich LiveWell Member, which allows you to change your mind and cancel your Zurich LiveWell Membership and receive a refund of any Annual Membership Fee (if applicable). Your cooling off period ends on the later of 30 days after you first become a Zurich LiveWell Member or the cooling off period under your eligible insurance policy (refer to your policy documents to determine your cooling off period under your insurance policy). If you change your mind after your cooling off period ends, you can cancel your Zurich LiveWell Membership in accordance with clause 9.1.
You accept that the member portal and mobile device applications may not be available at all times and we will not be liable to you in connection with any unavailability of the member portal and mobile device applications to the maximum extent permitted by law.
You agree and accept that the Zurich LiveWell application may not be compatible with your mobile device due to the varying operating systems and technical specifications of each device. Accordingly, we do not guarantee the compatibility of the Zurich LiveWell application with your mobile device and we will not be liable to you if your mobile device is not compatible.
The Zurich LiveWell Points program and corresponding discount to any of your insurance policy premiums are calculated at the end of each membership period. The end of each membership period is called your Rewards Tier Goal Date and this date is displayed on the main dashboard on the Zurich LiveWell mobile applications and web portal. Your first membership period will commence on the day you become a member and end 320 days after that date. The first membership period is 320 days to allow for any applicable discounts to be applied to all (if any) of your qualifying policies in the following year. Subsequent membership periods will automatically commence the day after the first Rewards Tier Goal Date and end 365 days after that commencement date until your membership ends in accordance with these terms.
Zurich LiveWell offers various activities and benefits to Zurich LiveWell Members. Your participation in Zurich LiveWell is voluntary and you decide which Zurich LiveWell activities and benefits you participate in or use.
Where Members have any concerns regarding the suitability of Zurich LiveWell for any reason (including personal health reasons), we recommend you obtain professional advice from a medical practitioner or other appropriate health professional prior to joining or participating in Zurich LiveWell.
As a Zurich LiveWell Member only you are permitted to use Zurich LiveWell. Your membership is for your personal use only and is not transferrable. Without limiting this, you must:
You must immediately notify us if you know or suspect there has been any unauthorised use, loss or theft of your Zurich LiveWell Membership access details. You must also immediately change your password if you believe your access details have been compromised. You are liable for all transactions made in connection with your Zurich LiveWell Membership, unless you have taken these steps prior to executing a transaction.
You agree not use your Zurich LiveWell Membership for illegal purposes, in a manner that is likely to offend others or constitute fraud or in a manner deemed inappropriate by us. We may take steps to verify the responsible use of your Zurich LiveWell Membership, which may involve requesting further information or auditing your account to:
When participating in Zurich LiveWell, you may engage in various activities developed to enhance your health and wellbeing. You may be rewarded with Zurich LiveWell Points for participating in these activities. More details about these activities may be accessed through the member portal or mobile device applications.
You are only permitted to undertake an activity if you are capable of doing so safely. You must be in good physical condition and have no medical reason, impairment or disability that might prohibit you from participating in any activity safely.
In order to undertake or earn points for an activity or receive a benefit, you may need to provide evidence of your Zurich LiveWell Membership and other information about yourself to us or one of our partners. To this end, you must:
Zurich LiveWell does not access your data to detrimentally impact your premium (beyond the level of discount earned per points tier as per these Terms and Conditions).
You must complete each activity in accordance with its terms and conditions and read all information that we or our partners provide you in connection with an activity.
We make no express or implied representation or warranty regarding the completeness, accuracy, reliability, suitability or currency of the information or results provided in content or as part of an activity.
The activities and information available through Zurich LiveWell may not be appropriate for all Zurich LiveWell Members. You must, in good faith, use your best efforts to participate in the activities and any promotional offers safely.
Information and content provided through Zurich LiveWell is not medical advice and must not be interpreted as medical treatment or medical advice. We recommend that you obtain professional medical practitioner advice regrading any treatment you may require from time to time, independently of Zurich LiveWell and before participating in Zurich LiveWell.
Zurich LiveWell content may not reflect the most recent medical developments and has not been developed specifically for you.
You must not ignore, postponement, vary or stop any treatment (including the taking of medication) you may be receiving on the advice of a health professional on the basis of content provided through the use of Zurich LiveWell, unless you have subsequent advice to that effect from you health professional.
You understand and accept that:
For individual advice, consult an appropriate health professional. Please note, some of the numbers contained within articles in Zurich LiveWell are UK-specific. For emergency assistance, dial 000 (Australia) or 111 (New Zealand). For immediate, expert health advice from a registered nurse, dial 1300 60 60 24 (Australia) or 0800 611 116 (New Zealand).
Activities may not be available at all times, to particular age groups or in some locations. If an activity is not available, we will not be liable to you. Please contact us on the details provided above, should you wish to raise any concerns.
To participate in certain activities and offers, you may be required to enter into a contract with us or our partners through Zurich LiveWell or our partners website. These contractual arrangements may require you to make payment of an amount specified in the Zurich LiveWell applications or member portal, or on the website of our partner. Any contract you enter into with a partner or other third party will be between you and the partner or that third party, and we will not be a party and will have no liability arising from that contract.
You can earn Zurich LiveWell Points by participating in various activities. Please note that Zurich LiveWell Points expire at the end of each membership period.
The number of Zurich LiveWell Points you earn for an activity and information on the way we calculate and reward points is set out in the points and FAQ sections on the member portal and the FAQ section of the mobile device applications. We may change the number of points rewarded for any level of engagement in an activity or the method we use to calculate points at our discretion.
Without limiting the above:
You may view the number of Zurich LiveWell Points you have been rewarded with on the member portal or mobile device application. We will use our best endeavors to ensure that your Zurich LiveWell Points balance will be updated as quickly as possible, however technical restraints and processing may result in a delay. We encourage you to review the mobile application or the member portal to ensure that your Zurich LiveWell Points balance and the correlating Zurich LiveWell Status are accurate. Your total Zurich LiveWell Points and your Zurich LiveWell Status recorded in the mobile application or member portal is presumed to be correct by us, unless it is amended in accordance with these terms.
As part of participating as a Zurich LiveWell Member, we will allocate you with a Zurich LiveWell Status. Your Zurich LiveWell Status is based on the number of Zurich LiveWell Points that you earn in a membership period. Further details regarding how you earn points are recorded in the member portal and mobile device application. We reserve the right to change your entitlement to certain activities and benefits depending on your Zurich LiveWell Status.
Zurich LiveWell Points are a way of recording your participation and progress in Zurich LiveWell. The points do not have any cash value and are not property. For the avoidance of doubt, Zurich LiveWell Points do not provide you with contractual rights.
You cannot transfer your points to any other person.
Should you believe that your Zurich LiveWell Points balance or Zurich LiveWell Status is inaccurate, please contact us on the details provided. Once notified of your concern, we will review your Zurich LiveWell Points balance and Zurich LiveWell Status and consider any evidence you provide to us in order to determine whether an adjustment should be made to your balance or status. You agree that our determination is final and no further reviews are required.
After 3 months of points being rewarded for an activity or completing an activity, any points rewarded in connection with that activity will be considered correct and final.
We reserve the right to amend your Zurich LiveWell Points balance and Zurich LiveWell Status at any time, in the following circumstances:
At the start of your membership period:
The Zurich LiveWell Program offers a range of benefits to members, which may include but is not limited to discounts, rewards and other products and services provided by us or our partners from time to time. You may view your entitlement to benefits at any time on the mobile applications or member portal. The benefits offered to you are determined by us and may be based on your membership category, activities completed by you, the number of Zurich LiveWell Points you have earned, your Zurich LiveWell Status, the mobile application or member portal (including any rules or information therein), and any other terms and conditions of your Zurich LiveWell Membership.
Benefits are only available to current Zurich LiveWell Members. Accordingly, should you cease to be a member (or if you breach these terms), you will no longer be entitled to benefits.
We may cease, withdraw, suspend or discontinue the availability of benefits at our discretion.
To claim the benefits that you are entitled to, you must follow the instructions set out within the mobile application, member portal or as otherwise communicated to you.
Benefits may not be available to Zurich LiveWell Members at all times or in particular locations. You agree that we will not be liable to you for any benefit not being available to you. Please contact us if you wish to discuss the availability of benefits to you and we will do what we can to accommodate your concerns.
The rules and other information available within the mobile application or member portal present further terms and conditions applicable to your use of each benefit. By choosing to access or use a benefit, you agree to any of these additional terms and conditions.
To claim some benefits you may be required to make payment to us or our partner in accordance with the terms and conditions within the member portal, mobile applications or partner website. The benefit may also require you to enter into a contract with our partner. Any contract entered into between you and our partner does not include us as a party to that contract, and accordingly we will have no liability arising out of it.
Our partners may offer various activities and benefits through Zurich LiveWell. If you choose to acquire products or services from one of our partners or engage with one of our partners in any way, you agree to the following:
Zurich reserves the right to introduce an Annual Membership Fee payable by you in respect of your Zurich LiveWell Membership. Zurich will provide you with 30 days notice prior to introducing an Annual Membership Fee and may waive the Annual Membership Fee at Zurich’s discretion.
If an Annual Membership Fee is introduced, then payment must be in full, on an annual basis and using such methods as approved by us.
If we do not receive your total Annual Membership Fee payment when required, your Zurich LiveWell Membership will automatically terminate.
We can change any clause of these terms or part of Zurich LiveWell from time to time and will use our best efforts to provide you with reasonable notice of any changes we make. You may view a copy of the current terms and conditions and rules and information for Zurich LiveWell on the mobile applications, member portal or by contacting us and requesting a copy.
We reserve the right to make changes to these terms and conditions and the rules and information available through Zurich LiveWell at any time and for any reason. Some of the changes we may make include but are not limited to the following:
We may terminate your Zurich LiveWell Membership (including your access and right to engage in activities or claim benefits) if any applicable Annual Membership Fee or any other fees payable to us or to any of our partners are not paid by the due date, once your cooling off period ends.
Your Zurich LiveWell Membership may also be terminated by us at any time if:
We reserve the right to suspend or terminate providing Zurich LiveWell at any time and do not represent that Zurich LiveWell will continue on an indefinite basis.
You may terminate your Zurich LiveWell Membership by contacting us on the details provided to you when you became a Zurich LiveWell Member. Alternatively, you may contact us on the below details and we will direct you to the relevant person:
If your Zurich LiveWell Membership is terminated, your right to access Zurich LiveWell, the mobile application, member portal or the activities and benefits will cease. For the avoidance of doubt, this means that you will no longer be entitled to access any discounts in respect of any eligible insurance policy that were not accrued in the previous membership period.
In circumstances where an Annual Membership Fee has been received by us and we cancel your membership during the cooling off period, we will refund the Annual Membership Fee. The Annual Membership Fee is paid on a per annum basis and, once your applicable cooling off period has expired, it is non-refundable.
If, prior to termination or cancellation, you have completed a full membership period after becoming a Zurich LiveWell Member and achieved a Zurich LiveWell Status, then any Zurich LiveWell Status discount will be applied to all of your eligible policies that are renewed during the following 12 month period after the last Zurich LiveWell Membership anniversary date. After the 12 month period following your Zurich LiveWell Membership anniversary, you will cease to be eligible for any further Zurich LiveWell Status discounts.
Any contract or agreement you may have with our partners may remain. These agreements will be subject to the relevant partner terms and conditions, and these agreements may be subject to terms that change on termination of your Zurich LiveWell membership, including potentially increased fees. We will not in any way be responsible for any relationship you have with our partners during the period you are a member or after your membership terminates.
We may suspend your Zurich LiveWell Membership for a certain period of time in limited circumstances (for instance, if required by law). If your Zurich LiveWell Membership is suspended, your Zurich LiveWell Membership will be treated as if it had terminated under clause 9.3 for the period of suspension.
You consent to us collecting your Personal Information from, and provide your Personal Information to, our partners and other providers of activities (including but not limited to health professionals) and benefits (including but not limited to the administrators and service providers of discounts, rewards and gift vouchers) by participating in the Zurich LiveWell program.
We will only collect and share your Personal Information with our partners for the purpose of administering Zurich LiveWell. For instance, if you choose to undertake an activity or use a benefit made available by a partner.
You also consent to us providing non-sensitive information to the following:
For example, we may provide non-sensitive information including your name and membership number, your Zurich LiveWell Points balance or Zurich LiveWell Status, which activities you have undertaken, which of the benefits you have used or which of our partners you have engaged.
Partners and providers to whom we disclose Personal Information may be located in Australia or overseas, and you acknowledge and agree that Australian Privacy Principle 8.1 (which relates to cross-border disclosures) will not apply to the disclosure, we will not be accountable for those overseas parties under the Privacy Act and you may not be able to seek redress under the Privacy Act. This paragraph will not apply if we have agreed otherwise with the distributor of your Zurich LiveWell Membership, the trustee or administrator of your superannuation fund, or your representative or intermediary (such as your employer).
Your Personal Information will not be disclosed to our partners for the purpose of direct marketing, unless you consent to this or as otherwise permitted by law.
If you provide medical and health related information to us in relation to your Zurich LiveWell Membership, we will take precautions to ensure the information that you provide to us in relation to your Zurich LiveWell Membership is not disclosed to our underwriting and claims departments, who are responsible for any future underwriting or claims decisions.
However, please note that if you engage a medical or other health professional to undertake an activity through Zurich LiveWell, the professional may obtain information relating to that activity and record it as part of your medical record. The health professional may later provide your medical record information to our underwriting or claims department in certain circumstances (for example as part of an underwriting or claims process where you authorise us to receive medical information from your health professionals).
To the maximum extent permitted by law, we will not be deemed, to have knowledge of any Zurich LiveWell related information in respect of our separate underwriting and claims functions. In accordance with your statutory duty of disclosure, you are still therefore obliged to disclose any of this information to the extent it may be relevant in the event of any future application for insurance cover (including increased or varied cover) or changes to existing insurance cover or claims under an insurance policy with us.
These terms are governed by the laws of New South Wales (NSW), Australia. You agree to submit to the jurisdiction of the courts of NSW, Australia in connection with all matters of this document.
You choose to participate in Zurich LiveWell at your own risk and agree that, to the maximum extent permitted by law, we (including our employees, agents, contractors and related bodies corporate), our partners and service providers will not be liable for any injury, loss, damages, claim or expenses you or any other person sustains or incurs as a direct or indirect result of participating in Zurich LiveWell.
However, we will accept that liability if it cannot be excluded under legislation (including under Australian Consumer Law). If that liability cannot be excluded but can be limited under legislation, we limit our liability to resupplying, repairing or replacing the relevant goods or services (or payment of the cost of resupply, repair or replacement) where it is fair and reasonable to do so.
Without limiting the above:
We will communicate any changes to these terms and otherwise contact you in connection with Zurich LiveWell by:
By accepting these terms you consent to receive notices and other communications (including documents) electronically.
You may opt-out of receiving electronic communications by contacting us. This will likely impact your ability engage with the Zurich LiveWell program, including its activities and benefits.
You agree that we may also communicate with you through your representative or intermediary (for example, your financial adviser, the distributor of your insurance policy or distributor of your Zurich LiveWell Membership, the trustee or administrator of your superannuation fund or your employer).
You can contact us in connection with these terms and Zurich LiveWell or if you have any queries or concerns by any of the following methods:
In this Agreement, unless the contrary intention appears: