Member Service Charter
Our commitment to you... in writing.
Welcome to the Medibank Private member service charter - our written commitment to you, our members. It spells out our obligations in serving you - what we promise to do and when we promise we’ll do it. We know that as a member of Medibank Private you expect service excellence. Our aim is to deliver.
Having a service charter is only the start. Showing you that we are delivering on our promises is equally important. We have set targets and each year an independent authority in customer service excellence will review our performance. You’ll be able to see how we’ve done each year in the annual report, so you will always know we live up to our promises.
In January 2005, Medibank Private introduced a Member Service Charter which details our service commitment to our members. Our performance against each of our promises was independently audited by customer service professionals Pitcher Partners, for the period January to June 2005. Our performance was again reviewed for the 2005/06 year by Pitcher Partners. The review found Medibank Private delivered on 22 of the 24 Charter promises - an improvement on the previous review. Download the
full results of the 2005/06 audit (pdf 110kb).
Our promises to help you feel better
Promise 1 – Your membership can protect you for your life time
- Your private health insurance needs will change as you get older. We understand you’re busy and we’ll contact you occasionally to make sure you’ve got the cover that matches your current needs.
- We will deal only with hospitals and medical practitioners that commit to delivering excellent quality care and a safe environment as well as helping us keep your premiums down.
Promise 2 - Our service will be courteous, professional and prompt
We have set ourselves targets to make sure we respond quickly. Our targets are for:
- your calls to be answered by a person within a minute
- you to be served within 5 minutes at any of our retail centres
- your emails to be responded to within 1 working day
- your letters to be responded to within 5 working days of our receipt
Promise 3 – We’ll let you know what’s going on and we’ll always be honest
To do this we’ll:
- Make changes to your policy transparent - changes in your premiums will be explained and based on variations in the costs of treatments.
- Provider a reference number each time you contact us
- Provider the background and reasons for all decisions even if your claim cannot be paid
- Provider comprehensive and plain language information about your membership
Promise 4 – We’re proudly Australian and we support our community
- We will act responsibly in the community.
- We’ll work with our year-round charity partners to make a difference in the lives of many Australians.
- We will encourage our staff to be involved in the community by providing special paid leave for volunteering.
Promise 5 – We will resolve your concerns promptly
- Whether you let us know about your concern by email, by phone or in person, we aim to resolve it on the spot.
- If we can’t fix it first time, it will be taken further and investigated. Within 10 working days we will tell you the results of that investigation or provide you with details of the actions we have taken so far.
- If we have not resolved things to your satisfaction, free independent advice is available from the Private Health Insurance Ombudsman on 1800 640 695, or online at phio.org.au.
Promise 6 – You can trust us with your personal and private information
- We won’t pass on any information to any other organisation for their marketing purposes.
- We will, with your help, keep your information accurate and up-to-date. We will correct any error that you bring to our attention promptly.
(For more information on our Privacy Policy, click here)
Promise 7 – Contacting us and making claims will be easy
- We have the largest retail network of any private health insurer with around 100 stores nationwide as well as agents.
- All the information you need is available online all day, everyday at medibank.com.au and of course, in person by calling 132 331 (8am to 8pm business days and 8am to 4pm Saturdays - AEST).
- All reimbursable claims of less than $200 made at a retail centre will be paid on the spot.
- Posted ancillary claims will be processed within 10 working days of us receiving them.
Promise 8 – We really want to hear what you think of us
- We will conduct quarterly customer satisfaction surveys.
- If you’d like to contact us about anything, please call 132 331, write to us at GPO Box 9999 in your capital city or email us at ask_us@medibank.com.au.
We feel better now that you’ve seen our member service charter.
Member Service Charter
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