Terms and Conditions

ahm health insurance is a business of Medibank Private Limited ABN 47 080 890 259. ‘ahm health insurance’ and ‘ahm’ are references to Medibank Private Ltd trading as ahm health insurance.

We reserve the right to amend the Terms and Conditions at any time. Your use of ahm.com.au, members.ahm.com.au and the ahm Mobile App constitute your agreement to be bound by these Terms and Conditions.

Copyright

All information, text, materials, graphics and advertisements on ahm.com.au, members.ahm.com.au and the ahm Mobile App (‘Content’) are Copyright © 1998 – 2018 ahm health insurance, a business of Medibank Private Limited ABN 47 080 890 259, its related bodies corporate, its suppliers and/or licensors unless expressly indicated otherwise on ahm.com.au, members.ahm.com.au and the ahm Mobile App.

You must not modify, copy, reproduce, republish, frame, upload to a third party, post, transmit or distribute this Content in any way except as expressly provided for or expressly authorised in writing by us or our affiliates. Only on the condition that you keep all Content intact and in the same form as presented on ahm.com.au, members.ahm.com.au and the ahm Mobile App (including without limitation all copyright, trade mark and other proprietary notices and all advertisements), you may:

  1. download and view the Content for your personal, non-commercial use using an industry-standard Web browser, or
  2. supply the Content to your subscriber if you are an Internet service and/or access provider.

You must not use ahm.com.au, members.ahm.com.au and the ahm Mobile App in any manner or for any purpose which is unlawful or in any manner which violates any right of ours or an affiliate or which is prohibited by the Terms and Conditions.

Trade marks

All trade marks displayed on ahm.com.au, members.ahm.com.au and the ahm Mobile App are trade marks of ahm, its related bodies corporate, or their respective owners. Nothing contained on ahm.com.au, members.ahm.com.au and the ahm Mobile App should be construed as granting any licence or right of use of any trade mark displayed on the Site without the express written permission of ahm, the relevant ahm affiliate or third party owner.

Some of the trade marks may be available to you to place on your own website as a hyperlink to the relevant ahm website, but such use requires the express written authorisation of ahm or the relevant affiliate, and any use must be in accordance with the trade mark usage guidelines of the relevant trade mark owner.

Consumer Law

The Competition and Consumer Act 2010 and similar State and Territory Legislation in Australia may confer rights and remedies on you in relation to the provision by ahm and its related bodies corporate of goods or services on ahm.com.au, members.ahm.com.au and the ahm Mobile App which cannot be excluded, restricted or modified (‘Non-excludable Rights’). ahm does not exclude any Non-excludable Rights but does exclude all other conditions and warranties implied by custom, law or statute.

Except as provided for by the Non-excludable Rights:

  1. all Content is provided ‘as is’ and without warranties of any kind, either express or implied
  2. ahm, its related bodies corporate and its suppliers expressly disclaim all warranties of any kind including but not limited to implied warranties of merchantability and fitness for a particular purpose,
  3. ahm, its related bodies corporate do not warrant that the functions contained in any Content or any Communications Facility or your access to ahm.com.au, members.ahm.com.au and the ahm Mobile App will be uninterrupted or error-free, that any defects will be corrected or that ahm.com.au, members.ahm.com.au and the ahm Mobile App or the server which stores and transmits Content to you are free of viruses or any other harmful components,
  4. ahm and its related bodies corporate do not warrant or make any representation regarding your access to, or the results of your access to, ahm.com.au, members.ahm.com.au and the ahm Mobile App (including any related or linked website) or any Content in terms of correctness, accuracy, timeliness, completeness, reliability or otherwise
  5. you assume the entire cost of any necessary verification, maintenance, repair and/or correction of any relevant Content.

Content on ahm.com.au, members.ahm.com.au and the ahm Mobile App is not intended to be used to diagnose, treat, cure or prevent any disease, and it should not be used for therapeutic purposes. You are responsible for assessing the accuracy and relevance of all Content.

Limitation of liability

Under no circumstances (including but not limited to any act or omission on the part of ahm) will ahm or its related bodies corporate be liable for any indirect, incidental, special and/or consequential damages or loss of profits whatsoever which result from any use or access of, or any inability to use or access, ahm.com.au, members.ahm.com.au and the ahm Mobile App or any Content.

You expressly acknowledge and agree that ahm or its related bodies corporate does not exert control over users of ahm.com.au, members.ahm.com.au and the ahm Mobile App (including individuals referred to as guests and experts) and is not liable either for their opinions or their behaviour including any information and/or advice and any defamatory statements or offensive conduct.

To the fullest extent permitted by law, ahm’s liability and the liability of its related bodies corporate for breach of any implied warranty or condition which cannot be excluded is limited at the option of ahm and its related bodies corporate to the following:

  1. in the case of services supplied or offered by ahm and its related bodies corporate:
    1. the supply of the services again, or
    2. the payment of the cost of having services supplied again; and
  2. in the case of goods supplied or offered by ahm and its related bodies corporate:
    1. the replacement of the goods or the supply of equivalent goods,
    2. the repair of such goods,
    3. the payment of the cost of replacing the goods or acquiring equivalent goods; or
    4. the payment of the cost of having the goods repaired.

Fraud

The Australian Government requires all health insurance providers and members to incorporate a program of fraud control as part of their overall risk management strategy. Our objective is to minimise loss from fraud so that we can maximise the amount available for benefit payments to you.

We use an independent firm and our own teams to investigate suspected instances of fraud. Our aim is to recover any money and, more importantly, deter further fraudulent behaviour.

The easiest way for you to help us is to simply be aware of what you are being billed for. Make sure the dates of service are correct and that you received the treatment recorded. It is also important to treat your member card like a credit card, and not to leave it with any provider. If your card is lost, please report it to us straight away.

If you have reason to suspect fraudulent activity, please call us on 134 246 or email us at info@ahm.com.au. You can choose to remain anonymous but please be assured that we follow high standards of investigative practice and always protect the interests of all parties.

Governing law and jurisdiction

The Terms and Conditions are governed by and construed in accordance with the laws of Victoria, Australia. You irrevocably and unconditionally submit to the non-exclusive jurisdiction of the courts of Victoria. If any provision of the Terms and Conditions is found to be invalid or unenforceable by a court of law, such invalidity or unenforceability will not affect the remainder of the Terms and Conditions, which will continue in full force and effect.

Website availability

We will make all reasonable efforts to ensure that ahm.com.au, members.ahm.com.au and the ahm Mobile App are available 24 hours a day, 7 days a week. However, electronic services are subject to interruption or breakdown. Therefore, access is offered on an ‘as is’ and ‘as available’ basis only.

Links

ahm.com.au, members.ahm.com.au and the ahm Mobile App contain hyperlinks and other pointers to internet websites operated by third parties. These linked websites are not under the control of ahm and ahm is not responsible for the contents of any linked website or any hyperlink contained in a linked website.

ahm provides these hyperlinks to you as a convenience only and the inclusion of any link does not imply any endorsement of the linked website by ahm or its affiliates. You link to any such website entirely at your own risk.

Cookie Policy

When you visit ahm.com.au, members.ahm.com.au and the ahm Mobile App, our servers collect routine logging information such as the pages visited, the time of your visit, the web browser that you are using and the IP address associated with your request. This information is used in aggregated form to help us manage our servers and websites and to improve our understanding of the needs of users. The information may also be used when investigating security incidents.

ahm.com.au, members.ahm.com.au and the ahm Mobile App use cookies to enhance site functionality and user experience. You may use your browser preferences to disable cookies, but this will affect your experience of ahm.com.au, members.ahm.com.au and the ahm Mobile App.

ahm.com.au, members.ahm.com.au and the ahm Mobile App use Google Analytics Premium and other third party tools to better understand how people uses these sites. This makes information similar to that of routine server logs available to Google or other third party statistics providers. The analytic reports that are produced are aggregated and do not identify individual people.

Third party vendors, including Google, show ahm ads on websites across the internet. ahm uses third party cookies from Google to inform, report, optimise and serve ads based on visits to ahm.com.au, members.ahm.com.au and the ahm Mobile App via Google Advertising cookies. This is done using the following applications:

  1. Remarketing with Google Analytics
  2. Google Display Network Impression Reporting
  3. DoubleClick Platform integrations
  4. Google Analytics Demographics and Interest Reporting

If you would like more information about the above, including how to opt out of data being collected or used by the aforementioned third party cookies from Google, you can follow this link: https://www.google.com/intl/en/analytics/learn/privacy.html

We collect and use some of the information you provide when you join ahm or when you access ahm.com.au, members.ahm.com.au and the ahm Mobile App by following a link on an ahm email. We use this information to:

  • Monitor the use of, and improve, the information and functions on ahm.com.au, members.ahm.com.au and the ahm Mobile App
  • Understand your interactions and preferences
  • To provide you with information about products and services that may interest you

This information may be linked to cookies set in your browser and to information you have provided to us previously. You may use your browser preferences to disable these cookies.

Some ahm websites present content and functionality provided by third parties. The content, and any information gathered, is not controlled by ahm and users should consult the privacy policies of the third party providers. ahm will take reasonable steps to advise users when third parties are involved in ahm transactions.

Online services for members

In order to access members.ahm.com.au and the ahm Mobile App, you must be the Principal Member and be registered.

To use members.ahm.com.au and the ahm Mobile App, the Principal member is required to register their Member ID and set a password. The same Member ID and Password will be used to access your account on both the App and members.ahm.com.au.

The Principal member must take reasonable care to keep their password confidential.

The use of members.ahm.com.au and the ahm Mobile App may be subject to transaction limits, such as:

  • the maximum amounts that may be submitted before any claims are processed and benefits paid
  • the maximum amounts that may be paid subject to annual limits
  • the maximum amounts for credit card payments per transaction.

Making a claim on members.ahm.com.au or the ahm Mobile App

  1. By submitting a claim via members.ahm.com.au and the ahm Mobile App, the Principal Member makes the following declaration:
    • ‘I declare that I am the Principal Member on the membership. I acknowledge that claims for these services may only be submitted by the Principal Member on the membership. I declare that the information on this form is true and correct. I authorise ahm to check any of these services with the relevant recognised provider and if any benefits have already been paid. I authorise ahm to use the information on this claim form to assess and process this claim, or for any other purposes as outlined in the Terms and Conditions and the Privacy Policy.’
  2. Only the Principal Member can submit selected extras claims relevant to themselves and any Partner, Adult / Student Dependent or Dependent under the age of 16 on the membership via members.ahm.com.au and the ahm Mobile App. The Terms and Conditions and Privacy Policy also apply to claims submitted via members.ahm.com.au and the ahm Mobile App.
  3. The membership premiums must be up to date as at the time of receiving the service to receive any benefits back for claims submitted via members.ahm.com.au and the ahm Mobile App.
  4. A daily benefit limit of $1,000 per membership applies to claims submitted via members.ahm.com.au and the ahm Mobile App.
  5. ahm health insurance reserves the right to recover any overpayment of any claim for any reason (which may also be deducted from any future claim).
  6. Claim receipts submitted via members.ahm.com.au and the ahm Mobile App must be retained for 3 years from the date of lodgement for audit purposes.
  7. ahm may require production of relevant invoices or receipts prior to finalising the assessment of any claim and prior to the payment of any benefit in respect of that claim. Invoices and receipts must be provided to ahm within 14 days of any request by ahm.
  8. The services described in the claim must have been actually provided and received prior to the payment of any benefit in respect of that claim.
  9. The successful lodgement of a claim via members.ahm.com.au and the ahm Mobile App does not guarantee the payment of any benefit.
  10. ahm may suspend and/or terminate the online claims service via members.ahm.com.au and the ahm Mobile App at any time.
  11. ahm does not warrant that the online claims service via members.ahm.com.au and the ahm Mobile App will be available or functional as required.
  12. To the maximum extent permitted by law, ahm (together with its related entities, employees, agents, contractors and suppliers) (“ahm Protected Parties”) accept no responsibility, and will not be liable or responsible in tort (including negligence), contract or statute to you or any other person for any loss, damages, costs, expenses, injuries or other claims (including consequential loss or damage, loss of profits or anticipated profits, loss of revenues, economic loss or loss of opportunity), as a result (direct or indirect) of any defect, deficiency or discrepancy in the online claims service via members.ahm.com.au and the ahm Mobile App (including its form, content and timeliness of delivery).
  13. The Competition and Consumer Act 2010 and certain State and Territory legislation may imply certain guarantees, conditions and warranties into these terms. To the maximum extent permitted by law, those guarantees, conditions and warranties are expressly excluded. Where they cannot be excluded, to the maximum extent permitted by law, the liability of ahm and the ahm Protected Parties (if any) arising from the breach of those guarantees, conditions and warranties is limited, in ahm’s sole discretion, to:
    1. in the case of goods:
      1. the replacement of the goods or the supply of equivalent goods;
      2. the repair of the goods;
      3. the payment of the cost of replacing the goods or of acquiring equivalent goods; or
      4. the payment of the cost of having the goods repaired; and
    2. in the case of services, supplying the services again or payment of the cost of having the services supplied again.
  14. To the extent that a provision in these terms is expressed to be for the benefit of any ahm Protected Party, where a contract or agreement incorporates these terms, ahm health insurance enters into that contract or agreement in its own capacity and in its capacity as trustee and agent for that ahm Protected Party, and ahm health insurance is entitled to enforce that provision for the benefit of itself and for the benefit of that ahm Protected Party.

Live Chat Terms of Use

ahm Health Insurance Live Chat is a service established and maintained by ahm Health Insurance, a business of Medibank Private Limited ACN 080 890 259, which enables you to chat to an ahm Health Insurance consultant in real-time to assist you to navigate your way around ahm Health Insurance’s website and, where possible, discuss your ahm health insurance cover. The ahm Health Insurance Live Chat facility uses LivePerson Inc’s engagement technology.

These Terms of Use govern your access to and use of ahm Health Insurance Live Chat and contain important information, including disclaimers and limitations of liability. Your use of ahm Health Insurance Live Chat constitutes acceptance of these Terms of Use.

Eligibility for access

ahm Health Insurance Live Chat is intended solely for use by Australian residents and holders of valid Australian visas who are eligible to purchase our insurance products. To be eligible to use ahm Health Insurance Live Chat you must be 16 years of age or older. ahm Health Insurance has the sole right to determine your eligibility for, and the extent of your access to, ahm Health Insurance Live Chat.

Appropriate use of ahm Health Insurance Live Chat

You must only use ahm Health Insurance Live Chat for the purposes described in these Terms of Use. You must not use or attempt to use ahm Health Insurance Live Chat to:

  1. corrupt, damage or interfere with ahm Health Insurance Live Chat or any ahm Health Insurance or third party data, software, hardware, website or information technology systems;
  2. send any offensive, inflammatory, defamatory, fraudulent or otherwise unlawful information or information that infringes third party rights;
  3. adversely affect the reputation or public image of ahm Health Insurance; or
  4. cause annoyance or inconvenience to ahm Health Insurance or any third party.

You acknowledge that ahm Health Insurance can terminate your use of ahm Health Insurance Live Chat if ahm Health Insurance reasonably believes that you have breached these Terms of Use.

Communications

During your Live Chat with an ahm Health Insurance consultant, you may provide personal information including your:

  1. email address if you would like ahm Health Insurance to email correspondence to you;
  2. telephone number if you would like an ahm Health Insurance consultant to contact you following the Live Chat to resolve any outstanding issues you may have or for follow up purposes; and/or
  3. postal address if you would like ahm Health Insurance to post correspondence to you.

In providing ahm Health Insurance your email address,telephone number and/or your postal address, you consent to ahm Health Insurance using your email address and/or telephone number to contact you for the above purposes.

Privacy

Any personal information (including sensitive information) (Information) you provide during the Live Chat will be collected by ahm Health Insurance in its capacity as the Live Chat service provider and LivePerson in its capacity as the communications technology provider.

ahm Health Insurance and LivePerson each handle the Information they collect about you in accordance with their respective privacy policies, which you can access via the following links:

ahm Health Insurance’s Privacy Policy
http://ahm.com.au/privacy-policy/

LivePerson’s Customer Website Privacy Policy
http://www.liveperson.com/policies/customer-website-privacy

If you provide your Information as part of the ahm Health Insurance Live Chat, it will be collected and used for the purposes outlined in ahm Health Insurance’s Privacy Policy and to provide you with the ahm Health Insurance Live Chat service including to:

  1. assist you to navigate the ahm Health Insurance website;
  2. answer your queries or resolve any issues you may have regarding ahm Health Insurance’s products and services;
  3. answer your queries or resolve any issues you may have regarding your ahm Health Insurance’s cover; and
  4. continue to develop and improve the ahm Health Insurance Live Chat service, the ahm Health Insurance website and ahm Health Insurance’s products and services.

In order to provide the Live Chat service, ahm Health Insurance and LivePerson may disclose your Information to third parties, including technology maintenance and support services providers. These providers may be located, or provide services from, overseas including in the United Kingdom, the United States of America, Israel and the Netherlands.

You may choose to access and use ahm Health Insurance Live Chat on an anonymous basis and/or nominate an alias for use by the ahm Health Insurance consultant during your Live Chat. However, this may mean that ahm Health Insurance is only able to provide you with general advice and assistance during the Live Chat.

ahm Health Insurance’s Privacy Policy contains more information about its privacy practices, including how you can request access to, or correction of, personal information held about you, how you can lodge a privacy complaint and how such complaints are managed.

If you provide Information about another person as part of the Live Chat, you must ensure that, prior to providing the Information about that person, the person is aware of how their Information will be handled under these Terms of Use and that they consent to the handling of their Information in accordance with these Terms of Use.

Intellectual property rights

You acknowledge that all intellectual property rights (including copyright) in the content, layout, design, concept, graphics, software and organisation of ahm Health Insurance Live Chat including the transcripts of any Live Chat (ahm Health Insurance Materials) is owned by or licensed to ahm Health Insurance. ahm Health Insurance grants you a non-exclusive, revocable licence to use the ahm Health Insurance Materials for your personal use in accordance with these Terms of Use. You may not otherwise use, copy, change, communicate, sell or otherwise deal with the ahm Health Insurance Materials. ahm Health Insurance will own all rights in the content that you enter into ahm Health Insurance Live Chat. All ahm Health Insurance trade marks, logos and other proprietary graphics may not be used in connection with any other product or service without ahm Health Insurance’s express prior written consent.

Disclaimers

ahm Health Insurance Live Chat is provided to you on ‘as is’ and ‘as available’ basis and may, from time to time, contain errors, faults and inaccuracies. Subject to the consumer guarantees provided for in consumer protection legislation (including the Australian Consumer Law), ahm Health Insurance makes no representation and provides no express or implied warranty or guarantee about the security of ahm Health Insurance Live Chat, the safety of any file or software associated with it (such as safety from any virus or defects including those that could damage or interfere with any data, software or hardware with which it might be used) or that access to ahm Health Insurance Live Chat will be uninterrupted or fault free. ahm Health Insurance does not provide telecommunications services and does not warrant that you will have continuous access to ahm Health Insurance Live Chat or that it will be supplied fault free. ahm Health Insurance will not be liable in the event that ahm Health Insurance Live Chat is unavailable to you for any reason including due to computer downtime attributable to malfunctions, upgrades, preventative or remedial maintenance activities or interruption in telecommunications supply. ahm Health Insurance reserves the right to suspend or terminate the availability of ahm Health Insurance Live Chat at any time.

Any response provided by an ahm Health Insurance consultant through ahm Health Insurance Live Chat is provided for information purposes only. Subject to the consumer guarantees provided for in consumer protection legislation (including the Australian Consumer Law), ahm Health Insurance does not give any express or implied warranties and makes no representations in relation to the responses provided by an ahm Health Insurance consultant through ahm Health Insurance Live Chat. While reasonable care has been taken in its preparation, ahm Health Insurance does not guarantee or warrant the accuracy, quality, completeness, reliability or currency of the responses provided by an ahm Health Insurance consultant through ahm Health Insurance Live Chat or of any ahm Health Insurance websites, materials, information, products or services promoted through ahm Health Insurance Live Chat, or their usefulness in achieving any purpose. You should make and rely on your own assessment and enquiries to verify the accuracy of the information provided through ahm Health Insurance Live Chat.

You agree to access and use ahm Health Insurance Live Chat entirely at your own risk including in relation to all information that you choose to transmit through ahm Health Insurance Live Chat.

Limitation of liability

Subject to the consumer guarantees provided for in consumer protection legislation (including the Australian Consumer Law), ahm Health Insurance and its officers, employees and agents accept no liability for any loss, damage, illness or injury (including any loss of profits or income, business interruption or loss or corruption of data or other information):

  1. arising from:
    • your access to or use of ahm Health Insurance Live Chat;
    • the information on ahm Health Insurance Live Chat being incorrect, incomplete or misleading;
    • any action or indecision by you in reliance of the information contained in ahm Health Insurance Live Chat; and
    • any delay or interruption in access to or use of ahm Health Insurance Live Chat; and
  2. for any personal injury, including death, caused by access to, use or misuse of ahm Health Insurance Live Chat including its content and services.
Indemnity

You agree to defend, indemnify and hold harmless ahm Health Insurance and its officers, directors, employees and agents from and against all claims, actions, loss, damages, liabilities and costs related to or arising directly or indirectly from the following:

  1. any breach by you of these Terms of Use; and
  2. subject to the consumer guarantees provided for in consumer protection legislation (including the Australian Consumer Law), your use of ahm Health Insurance Live Chat.
Live chat cookies

If your web browser is set up to accept cookies, a cookie will be stored on your hard drive when you visit ahm Health Insurance’s website. Cookies allow ahm Health Insurance to collect information about your computer, which may include your IP address (a number assigned to your computer when you register with an Internet Service Provider), type of browser, operating system, domain name, and the details of any website which has referred you to this website. ahm Health Insurance uses cookies to track and collect information about whether you have been invited to chat in a session on ahm Health Insurance Live Chat already. Cookies will also allow ahm Health Insurance to recognise your computer while you are on ahm Health Insurance Live Chat.

If you would rather not have this information stored on your computer, you can configure your browser so it does not accept cookies. However, if you disable cookies you will not be able to access ahm Health Insurance Live Chat.

Other terms and conditions

These Terms of Use are in addition to the Disclaimer relating to your use of ahm Health Insurance’s website generally
http://ahm.com.au/terms-and-conditions/

General

If the whole or any part of these Terms of Use are invalid, unenforceable, illegal, void or voidable for any reason, these Terms of Use will be construed and be binding as if the invalid, unenforceable, illegal, void or voidable part had been deleted from them or read down to the extent necessary to overcome the difficulty.

A waiver by ahm Health Insurance of any breach or a failure to enforce or to insist on the observance of a condition of these Terms of Use will not be a waiver of any other or of any subsequent breach.

ahm Health Insurance will not be responsible or liable for failure to perform any obligation under these Terms of Use if such failure is caused by the occurrence of any matter beyond its reasonable control including, without limitation, internet and communications outages, fire, flood, war, or act of God.

These Terms of Use are governed by the laws in force in the State of Victoria, Australia. Both you and ahm Health Insurance irrevocably submit to the non-exclusive jurisdiction of the courts of that State and all courts with jurisdiction to hear appeals from those courts.

These Terms of Use may be updated from time to time without notice. Please visit this page for the most current version of the Terms of Use.

These Terms of Use were last updated on 17 September 2018.