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Frequently Asked Questions

Active Dayz™
2017 Gym benefit Open

Is there a Once-Off activation Fee for new members joining in 2017?

No.

Is there Pro-Rata for new members joining in 2017?

There is no Pro-rata.

What is the discount for the Principal member and Spouse?

25% discount.

Is there an additional 20% Fitness Discount for new members joining in 2017?

No, there is only one fixed discount of 25% and no additional discounts.

For new members joining in 2017, what happens to an adult dependant on a qualifying medical scheme that currently gets a special discount?

They will get the 25% gym discount.

Can an adult dependant who is NOT on a qualifying scheme join the gym in 2017?

Yes.

What is the discount for an adult dependant who is NOT on a qualifying scheme and wants to join the gym in 2017?

25% discount.

What is the Club V Max discount for new members joining in 2017?

This discount of 50% will still continue however the billing is now done at VA.

What is the Club V discount for new members joining in 2017?

This discount of 50% will still continue however the billing is now done at VA.

What happens to the current Club V and Club V max clients billing?

They will still continue on Multiply billing.

Will a child dependant joining Virgin Active still get the 50% discount in 2017?

Yes.

Can an adult dependant join Planet Fitness?

No.

Will Planet Fitness still allow child dependants to gym for free?

Yes.

What is the gym cancellation process and fees for 2017?

Members may be liable for a cancellation fee. Members can enquire at their respective gyms to get the relevant information.

Does the normal annual 12 month contract still apply for 2017?

Yes.

What happens if the Multiply contract is cancelled?

The member will become a public gym member and full billing applies - Virgin Active or Planet Fitness will bill the full retail rate.

What happens if the client cancels their gym benefit within 30 days of joining and the client is unpaid? Will there be a double debit in the second month?

Members will be denied access to the gym and need to pay up as soon as possible either by EFT or cash. The normal fee will be raised in the next month.

What if I signed up at the gym on the 31st of December 2016?

Your benefit will be captured on the old system and you will get the 2016 gym offer of 60% for 6 months and a 20% fitness discount.

Devices Open

Are all devices and apps covered?

No, but we cover a broad range of devices and apps. The list of our registered devices and apps are available, including the recommended devices per activity.

Will I know which device to use for activities such as yoga?

We have a list of recommended devices per activity available on our website e.g. running, swimming, cycling, multisport etc. Please check that the device you choose can track the activity you want to engage in.

Why do I need to sign a declaration when I link my device?

You need to give Multiply permission to share your activity data.

What if I have problems with registering my device on the manufacturer’s website?

You can contact the manufacturer directly to resolve any registration issues.

I am on Momentum Health. Do they pay for my device?

You can get a reimbursement of the cost of your device from your HealthSaver, provided there are funds available. Submit the proof of payment to the Momentum Health call centre.

Must devices have heart rate monitors?

No, there are different types of devices that exist. You can have a normal tracking device without a heart rate monitor too – this device will then record steps which will count toward an Active Day if you reach 10,000 per day.

Do you only sell compatible devices on the online shop?

No there are non-compatible devices sold on the online shop. However, you will clearly see which devices are compatible when you search on the online shop – we specifically indicate this.

I’m training with a device, do I need to upload data to get my HealthReturns? Will there be adjustments to my HealthReturns if I don’t upload in time?

You need to make sure that your data is up to date on a regular basis, in particular at the end of the month. The reason is that your Momentum product discount, and cashback on Health returns are based on the activity data i.e having an Healthy Heart Score, your Multiply Status level as well as your Active Dayz or the results of your Fitness assessment in the past month.

I did comrades, how many Active Dayz will I earn?

Any event, irrespective of the type or duration, count towards one Active Day.

What if I registered for an event but could not participate due to an injury?

You can only earn an Active Day if you participated in and completed an event.

Why are not all the Polar devices supported?

Not all Polar devices use the same platform for downloading data from your device.

The two platforms are Polar Personal Trainer and Polar Flow.

The way you download your data will determine the route you will need to take to sync with Multiply.

Polar Flow data will sync directly with Multiply. See the steps on how to link your device below.

We are currently working on a solution to link the Polar Personal Trainer devices directly with Multiply. For the interim Polar Personal Trainer data will sync via MapMyFitness with Multiply.


Steps on how to link MapMyFitness.

  • Download the MapMyFitness app on your phone and register on the app. You can also register on the website at http://www.mapmyfitness.com.
  • Once you have register on MapMyFitness follow the steps to link your Polar Personal Trainer to MapMyFitness.
  • Link your Polar device via the app or website. Use the steps set out in the MapMyFitness support link.
  • You now need to link your MapMyFitness account to Multiply once Polar has been successfully linked. See the steps on how to link below.

How to link your device to Multiply:

  • Log on to the Multiply website at www.momentum.co.za/multiply.
  • On the ‘Get Active’ menu select ‘Link a Device’
  • Search by brand for your device. Move the cursor over the name and click on ‘link’.
  • You will be directed to the device’s website and you will need to enter your user details.
  • You will then give Multiply authorisation to access your data.

Remember to regularly upload your device data using the device’s website or app.

We will communicate once we have a solution to link all Polar devices directly with Multiply.

Why am I not earning an active day for steps from my TomTom device?

Currently we are only supporting calorie information from TomTom. We are working to add the step information from the TomTom device in the near future.

Burn 300 calories in a session to earn an active day.

Why is there no calories for Freestyle and Gym on certain TomTom watches?

Calories for Freestyle and Gym will only show if a heart rate measurement is available. (Refer to the TomTom user manual).

Hence when no heart rate measurement is available, calories are not shown for freestyle and gym activities.

I am using the Moves app on my Android phone, why am I not getting calories?

The calorie counter is currently only available on the iPhone version of the application and not on Android. Therefore we will not receive calorie data if you are using an Android device.

Why doesn’t Multiply allocate my Active Dayz™ based on calories as my device is showing calories?

Certain devices will allow us to track your calories, while others allow us to track your steps. Access our list of supported devices where the steps or calories icon next to each device will indicate what we use to allocate your Active Dayz™.

Please note that we only use steps for some devices although the device has the functionality to record calories. This is because Multiply is currently not receiving the calorie data for these devices, however you can still get an Active Day based on your steps.

How will I get my Active Dayz™ if Multiply gets both my steps and calories?

Where we can use both steps and calories for a device, we will allocate your Active Day based on the first activity that we receive that qualifies you for an Active Day. For example, let’s say you walked 10,000 steps during the day and burned 300 calories in the morning in an exercise session. If we receive your calories first, your Active Day will be based on your calories. If we receive your steps first, your Active Day will be based on your steps.

Link a device: How do I go about doing this?

Read our Active Dayz™ fact sheet to find a step-by-step process on how to link your device. Please note that you link your device’s brand (e.g. Garmin) and not your specific device (e.g. Garmin Vivoactive). This means any device of the specific brand will be automatically linked, provided the device is on our supported list of devices.

Link a device : The system doesn’t ask me for my user credentials to access my device’s website?

This depends on your browser settings. It may be that you have set your settings to remember your username and password.
If you have accessed the device’s website before, your browser will not ask you again for the credentials, and will go directly to the device’s website.

I do not see the latest devices on your list?

We currently support a wide range of devices, but we’re not supporting all devices at this stage. We are continuously endeavouring to update our list to meet more needs.

I just linked my device, but cannot see my Active Day.

Multiply receives your events data regularly from your device manufacturer. The time intervals vary according to the manufacturer.
We should be receiving your events data within one hour for most manufacturers. However, some manufacturers can take up to 6 hours.

Are all devices and apps covered?

We do cover a very broad range of devices and apps, however, there are a very large number of devices and apps out there, so it wouldn’t be possible to cover them all. Have a look at our list of supported devices and apps and let us help you find a device suitable for your needs.

How do I link my Omron pedometer?

You follow the existing linking process:

  • Install the Windows or Mac version of the software on your computer which you will find on the Multiply website;
  • Register your pedometer and link it to your Multiply profile by connecting the pedometer to the USB port on your computer, open the pedometer application and follow the steps to register.

Will I know which device to use for activities such as yoga?

We have examples of some of our supported devices per activity available e.g. running, swimming, cycling, multisport etc. You can read up on each activity and find the best one suited for your individual activity.

Why do I need to sign a declaration when I link my device?

You need to give Multiply permission to receive and share your activity data with the device manufacturer.

How do I get a device? Do I need one from January?

You can buy a device from the Multiply online shop, a manufacturer or use an activity app on your smartphone. You can also find a device suitable for your needs. It’s not necessary for you to have a device from January, it all depends on your needs and how you want to show us that you’re active. Remember you can still earn an Active Day with your Omron pedometer, a gym visit or completing a sporting event.

What if I have problems with registering my device on the manufacturer’s website?

You can contact the manufacturer directly to resolve any registration issues.

I bought a device from you 2 months ago, from the Multiply online shop. Is it supported? If not, can I get a refund?

Our full list of Multiply supported devices is available. If you find that your device is not supported, you can also link it through activity apps such as MapMyFitness. Alternatively you may purchase a new device that is supported by Multiply from the online shop. Unfortunately we will not be able to refund you if your device is not supported.

Do devices need to be uploaded on FitTrack to get Active Dayz™?

No, you should link your device on the Multiply website. Once you have linked your device, data will automatically be uploaded from your device’s website. You will not be able to use FitTrack to get your Active Dayz™.

Do devices need to have heart rate monitors?

Not necessarily. It depends on the type of activity you want to record. In addition, there are a variety of devices out there. You can go for a normal tracking device without a heart rate monitor too, which can record 10 000 steps per day that count toward your Active Dayz™.

Will there be discounts on devices from the Multiply online shop?

You currently earn discounts on devices from the online shop depending on your Multiply status. The higher your status, the bigger your discount. You can get discounts of up to 40%. We do run specials from time to time and we’ll let you know when we do.

Do you only sell devices that you support on the online shop?

No, not all devices sold are viable for Active Dayz™. However it is clearly indicated which devices are supported and which aren’t. Remember also that while some devices may not be supported, you can still link them through activity apps such as MapMyFitness to work with Active Dayz™.

If I have a device that’s not supported, can you make it compatible?

We could definitely consider supporting it, however it all depends on how many users have the same request and the process may take some time.

Product benefits Open

I am on Momentum Health. Do they pay for my device?

You can get a reimbursement of on the cost of your device from your HealthSaver, provided there are funds available. Submit the proof of payment to the Momentum Health call centre claims@momentumhealth.co.za.

I’m training with a device, do I need to upload data to get my HealthReturns? Will there be adjustments to my HealthReturns if I don’t upload in time?

You need to make sure that your data is up-to-date on a regular basis, in particular at the end of the month. The reason is that your Momentum product discount, and cashback on Health Returns are based on the activity data i.e.: having your Healthy Heart Score, Active Dayz™ or fitness level and your status on Multiply.

Events Open

Which events are recognized by Active Dayz™?

Any event logged on the EntryTime / EnterOnline website (i.e. events you participated in and completed) will count towards one Active Day on a specific day. Note that events you add yourself that cannot be validated, will not count towards an Active Day.

I ran the Comrades Marathon, how many Active Dayz™ will I earn?

Any event, irrespective of the type or duration, count towards one Active Day.

What if I registered for an event but could not participate due to an injury?

Unfortunately you can only earn an Active Day if you participated in and completed an event.

General Open

How does the 300 calories work for an Active Day? Is it aggregated over the full day like steps?

No, you must burn 300 calories in a single exercise session. An exercise session must have a start and end time. The calories are therefore not aggregated over all your exercise sessions in a day or over the full day.

I see that I have 2 or more gym visits for the same day?

This is sometimes due to the gym provider. As per the Active Day rules, you will only be allocated one Active Day for one gym visit. The other gym visits will be ignored.

I have obtained an Active Day, but I cannot see the points allocated?

Multiply allocates Active Dayz™ as soon as we receive an activity that makes you eligible for an Active Day. However , Multiply normally allocates all points overnight. You should be seeing your Active Day points on the next day.

Points
My scores Open

What do I need to do for my Healthy Heart Score? What does the health assessment consist of?

You simply need to go for your health assessment at any Dis-Chem or Clicks pharmacy. Make sure you book an appointment, should it be necessary.

During a health assessment, the health care practitioner will do a finger prick test to determine your cholesterol and glucose levels. They will also take your blood pressure, weight, height and waist circumference.

Are Healthy Heart Score points allocated once-off per year?

Yes, your Healthy Heart Score points are allocated once per year. From 2016, you can get up to 120 points allocated based on your Healthy Heart Score level.

Will I still get my Healthy Heart Score points automatically allocated when we go into 2016?

Healthy Heart Score points do not carry over into the next year. That means you will only get your Healthy Heart Score points allocated when you go for your health assessment in 2016.

What if my Healthy Heart Score goes from green to amber or from amber to red in a particular year?

If your Healthy Heart Score worsens, we will not take away any of your points.

If my Healthy Heart Score improves in a year, what points do I get awarded?

You will get the difference in points awarded. For example, let’s say your Healthy Heart Score is Amber and you have 80 points. Now you go for another health assessment in the same year and your Healthy Heart Score improves to Green which should give you 120 points. You will therefore be awarded the balance between Amber and Green points, i.e. 40 points. You will therefore have the 120 points for Green.

Brokers and products Open

Who is eligible for Health Returns?

Momentum Health members, i.e. principal member, spouse/partner and adult dependants.

How we determine the discount on your Myriad life insurance premium?

We use a combination of the following three factors to determine your Myriad life insurance premium discount:

  • Healthy Heart Score (Green, Amber or Red) - indicates your physical wellness (cholesterol, blood glucose level, blood pressure, smoking status).
  • Active Dayz™ or fitness assessment level - indicates your level of physical activity.
  • Multiply Premier status level – indicates your level of engagement with Multiply Premier.

What if my broker is not accredited with Momentum? Will you acknowledge it?

Download and print this form and get your adviser to complete and sign it. You can then submit it via email to multiply@momentum.co.za .

If I am a life assured on a policy (i.e. not the policy owner), will I still get the product cover points?

Yes, as long as you are covered on a policy, you will get the financial wellness cover points, as long as you confirm your cover with your financial adviser.

If I don’t have a broker, what can I do in order to earn my financial review and cover points?

Complete this form and we will get a financial adviser to contact you. Alternatively, contact us on 0861 111 818 to speak to a financial adviser.

I don’t have all the products you want, why penalize me as I don’t need the cover in my life right now?

We believe that one step towards your financial wellness is to make sure that you can provide for those unexpected events in your life or for your retirement. We measure your ability to do this by the cover you have in place. You can get points for having cover in place with any provider, plus get bonus points if that cover is with Momentum.

Do I get cover for all my products that I have?

No, you only earn points once for the area of financial wellness in which you have cover .e.g. you cannot earn double points if you have both life and disability cover in the Risk category.

Do I need to be a MSTI client to earn the safety validation points?

No, any client can submit their validations to MSTI and get their points.

Fitness Open

How will my points work in 2017 if I completed a fitness assessment at the end of 2016?

You will get points on a monthly basis as long as your Fitness Assessment is within the six months validity period.

What is the discount for an adult dependant who is NOT on a qualifying scheme and who want to join the gym in 2017?

25% discount.

Can an adult dependant who is NOT on a qualifying scheme join the gym in 2017?

Yes, the discount is the same as the main member i.e. 25% fixed.

What if I cannot do my fitness assessment or exercise due to an injury / pregnancy, are you going to compensate me for this?

The programme has been designed to recognise activity and if we don’t detect any activity from your side, unfortunately we cannot give you product rewards or points.

How will my points work in 2016 if I completed a fitness assessment at the end of 2015?

You will get your once-off 3 000 points for your fitness assessment in 2015. Since a fitness assessment is valid for 6 months, your fitness assessment result will be carried over into 2016 and you will get the monthly points allocated (depending on your fitness assessment level) until the end of the 6 months.

Carry-over points Open

Why did I not receive my carry over points?

This year we have a new points category called 'Get More' and the carry over points have now been moved into this category. Multiply will reward you for being loyal with and having products with Momentum and Multiply. Another improvement is that members earn points from the time they join, instead of Year 1 in the first year only.

Why are you reducing my carry-over points, I used to get 25% and now I’m getting 100 points (10%)?

The carry-over points are cleaner and simpler now as they are based on a fixed number of points depending on your loyalty with us over the years. The carry-over points are also not directly comparable to 2015 points as they are now in line with the new point structure.

General Open

How long is a Fitness Assessment valid for?

An Fitness Assessment is valid for six months. A member must do two a year, five months apart.

What is blood donation?

For all blood donors this is an opportunity to earn points and be recognised for your good deed. We require a letter from the Blood Service provider to be sent to momentum@multiply.co.za

What are the new premiums for Multiply Premier in 2017?

  • Single: From R179 to R195.
  • Family of two: From R219 to R235.
  • Family of three or more: From R249 to R265.

What are the new premiums for Multiply Provider in 2017?

  • Single: From R59 to R65.
  • Family of two: From R79 to R85.
  • Adult dependant: R10.

What is a breast ultrasound?

A breast ultrasound is used to see whether a breast lump is filled with fluid (a cyst) or if it is a solid lump. An ultrasound does not replace the need for a mammogram, but it is often used to check abnormal results from a mammogram. Both males and females can do this test.

If I have done a pathology glucose test. Will I get points?

Yes, please send the results to multiply@momentum.co.za. This will be treated confidentially.

What happens if you do not go for a health assessment and do not have a valid Healthy Heart Score?

You will still get the minimum Myriad discount depending on your Multiply Premier status level.

You can do your health assessment at recognised wellness days or at our preferred providers, Dis-Chem and Clicks.

What is a health assessment?

A health assessment takes approximately 30 minutes and comprises of the following:

  • A personal health and wellness questionnaire.
  • BMI (Body Mass Index), including height and weight measurement.
  • Waist circumference.
  • Blood pressure.
  • Cholesterol (finger prick).
  • Glucose (finger prick).
  • Smoking status.

What are the benefits of completing a health assessment?

  • You get an understanding of the level of your physical health and areas where you can improve.
  • You earn Multiply points for getting a Healthy Heart Score.
  • Your Healthy Heart Score plays an important role in earning certain Momentum product benefits:
    • Up to 60% discount on your monthly Myriad premiums.
    • Up to R12 000 back in HealthReturns from Momentum Health.
    • Up to 60% back of your group life insurance premiums from FundsAtWork.

HHS calculation uses the Framingham method and does not use your BMI result in

How much does it cost?

"Multiply Premier members can complete one free health assessment per year, provided the assessment is done with Multiply at Dischem or Click.s

Why the change to new points?

It is now much simpler to engage with and understand the Multiply programme. There are only a few activities to complete and it’s easy to track progress with the smaller points up to 1 000 in total.

Why did you remove some of the easy activities like logging on?

We made it simpler by only requesting you to complete a few activities in total. We have removed the activities that do not contribute towards your ultimate wellness as we feel those activities are just taking up unnecessary time and effort. See our new simpler points structure.

Healthy Heart Score Open

Are Healthy Heart Score points allocated once-off per year?

Yes your Healthy Heart Score points are allocated once per calander year. Your status is valid for 12 months.

How many points do I earn for a Green Healthy Heart Score?

120 points.

How many points do I earn for an Amber Healthy Heart Score?

80 points.

How many points do I earn for a Red Healthy Heart Score?

40 points.

Will I still get my Healthy Heart Score points automatically allocated when we go into 2017?

If you have a Healthy Heart Score as at 31 December 2016, it will be carried forward to 2017.

What if my Healthy Heart Score drops from Green to Amber or from Amber to Red?

If your Healthy Heart Score drops, you will not lose points, however your Healthy Heart Score will negatively affect your Momentum product rewards and HealthReturns.

If my Healthy Heart Score improves in a year, what points do I get awarded?

You will get the difference in points awarded. For example, let’s say your Healthy Heart Score is Amber and you have 80 points. Now you go for another health assessment in the same year and your Healthy Heart Score improves to Green which should give you 120 points. You will therefore be awarded the balance between Amber and Green points, i.e. 40 points. You will therefore have the 120 points for Green.

Multiply Money App Open

Click here to view the Multiply Money App FAQs.



Updated: 14 September 2017