For customers who purchased a Medibank Life Insurance or Income Protection policy before 1 July 2023 click here or after 1 March 2024 click here

Life insurance & income protection: purchased between 1 July 2023 and 31 March 2024 and policy number starts with "ML".

Have a question about life insurance or income protection? Find useful documents or speak to us.

Useful documents Call 1300 152 271

Service or claims

Phone: 1300 865 210, Monday to Friday, between 8:00am and 8:00pm AEST/AEDT.

Online claims portal: https://claims.medibanklife.com.au

Email for claims: claims@medibanklife.com.au

Email for enquiries: service@medibanklife.com.au

We hope that you never have a reason to complain, but if you do, please click the below tab to find out how.

Make a complaint

To lodge a complaint or if you require assistance to lodge a complaint, please contact us in the first instance by phone, email or in writing. We will do our best to work with you to resolve it.

Call us: 1300 865 210

Email us: service@medibanklife.com.au

Write to us: Medibank Life Insurance, GPO Box 239, Sydney NSW 2001

We’ll endeavour to manage your complaint to your satisfaction without undue delay and we commit to acknowledging any complaint within one business day. There is no charge for lodging a complaint.

If you feel we haven’t resolved your complaint to your satisfaction, you can lodge your complaint with the Australian Financial Complaints Authority (AFCA). AFCA is an independent organisation, which provides free assistance to customers who have complaints about financial products and services. AFCA can be contacted at:

Phone: 1800 931 678

Website: www.afca.org.au

Email: info@afca.org.au

Address: GPO Box 3, Melbourne VIC 3001

Please click here for the Complaints Management Policy.

Useful documents

Please note, from 1 October 2023 the Life Insurance Code of Practice is developed and promoted by the Council of Australian Life Insurers (CALI), replacing the Financial Services Council as stated in the Product Disclosure Statements.

Product Disclosure Statements

You should read the Product Disclosure Statements carefully before you make a decision to purchase or continue to hold a product. The Product Disclosure Statement provides detail on the key features of the product, benefits, exclusions, terms and conditions of the relevant product.

Medibank Life Insurance Product Disclosure Statement (effective 06/07/2023)
Medibank Income Protection Product Disclosure Statement (effective 06/07/2023)

Target Market Determination

Medibank Life Insurance Target Market Determination (effective 06/07/2023)
Medibank Income Protection Target Market Determination (effective 06/07/2023)

Financial Services Guide

The Financial Services Guide contains information about who is providing you with the financial services. It explains the financial service offered, the fees charged and how we will deal with complaints.

Medibank Life Insurance Financial Services Guide (effective 06/07/2023)

Forms

Medibank Nomination of Beneficiaries Form (effective 06/07/2023)
Medibank Life Insurance Payment Authority Form (effective 30/08/2023)
Medibank Life Insurance Change of Address Form
Medibank LIfe Insurance Change of Ownership Form
Medibank Life Insurance Non-Smoker Declaration form

Life Insurance Code of Practice

The Life Insurance Code of Practice is the life insurance industry’s commitment to customer service standards and it’s designed to protect you, the customer. Learn more.

Additional support

If you require assistance when contacting us or interacting with our products and services, please click below to find out how we could help you.

Find out more

Things you should know

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 to ensure the product is right for you before making a decision to acquire, or continue to hold, the product. Medibank Life Insurance and Medibank Income Protection (collectively Medibank life insurance) are issued by the insurer, Integrity Life Australia Limited ABN 83 089 981 073 AFSL 245492 (Integrity Life), administered and distributed by NEOS Direct, a registered business name of NDLI Pty Ltd ABN 70 665 747 277 AFSL 547119, and promoted by NEOS Direct's authorised representative Medibank Private Limited ABN 47 080 890 259 (AR No. 286089) (Medibank).

Your personal information will be handled in accordance with the Privacy Policies of the parties involved. Click here for NEOS Direct's Privacy Policy, Medibank Private's Privacy Policy or Integrity Life's Privacy Policy.