Our 2030 vision is to create the best health and wellbeing for Australia. To achieve this, we’re focused on giving our customers greater value, choice and control over their health and wellbeing by investing in preventative, primary and virtual care. We want to enable people to receive care how and where they want it. Delivering a great customer experience is also a priority across Medibank, including for our Board. We're deeply committed to understanding and improving the experiences of our customers at every touchpoint. For details about our progress against our sustainability commitments in the customer health space, refer to our Sustainability summary 2025 and our ESG databook 2025.
Our work in the customer health space is guided by our material topics and commitments:
Affordable, innovative and personalised health and wellbeing programs and services
- Deliver greater value by making health and wellbeing more affordable
- Deliver leading experiences for our customers by creating personalised and connected experiences
- Increase the number of people engaged in health and wellbeing with Medibank
- Deliver personalised models of care at scale
We remain focused on delivering value for our customers through products and services that better serve our customers’ needs, health and wellbeing. Our Live Better rewards program encourages healthier habits, offering a variety of fun, achievable challenges to support our customers’ everyday wellbeing with up to $400 in annual rewards and up to $700 for corporate customers in FY25. Our Members’ Choice Advantage network enables us to offer better value and more cost transparency across dental, physiotherapy, optical, chiropractic, podiatry, acupuncture and remedial massage services with reduced out-of-pocket costs.
We’re also improving affordability by expanding our no gap and short stay programs; helping customers access care and recover at home; and investing in virtual health, making healthcare more accessible, transparent, and personalised.
We’re creating more integrated healthcare experiences that give our customers greater choice, access, and control. Through virtual care and digital innovation, we’re making it easier to connect with health professionals, manage health cover, and access support - anytime, anywhere.
Our virtual healthcare services, including 24/7 Nurse and Mental Health Support via phone and chat in the My Medibank app, help customers get timely care without the need to travel or wait in a clinic, where appropriate. For our customers who prefer chat over calls, we’ve expanded digital options. To help support our customers experiencing domestic or family violence and other sensitive or high-care situations, we’ve implemented proactive support systems across all channels, including real-time messaging and tailored policy protections.
Our customer service aims to connect our Amplar Health patients with a local team member, and provide our Medibank customers with personalised guidance informed by community knowledge. We’ve also enhanced the My Medibank app with secure multi-factor authentication, making it easier to self-serve and get help quickly. To continuously improve care quality, we collect and share patient experience data from hospital stays and other clinical metrics helping providers refine services and better meet customer needs.
We are committed to increasing the number of people actively engaged in their health and wellbeing. In 2025, we committed to investing $50 million over the next five years into mental health with the aim of improving access, innovation and prevention for our customers. We also have a growing suite of prevention programs and digital health challenges, striving to make it easier for more people to access support, build confidence in managing their health.
Medibank’s Live Better program strives to support people to enjoy the things they do every day. We continue to offer complimentary health checks to help our customers understand their health risks and set achievable goals. Our Live Better vans reach regional communities, delivering health checks and wellbeing education at local events. For international students, we’re working with universities to co-design programs that build social connection and improve access to care. In the workplace, we support companies with health and wellbeing services, including flu and skin checks and education events. In addition to Live Better, we also offer other prevention programs:
- Better Knee, Better Me - a support program to help manage painful knee osteoarthritis
- Medibank Type 2 DIabetes program - a weight management program to help people with Type 2 diabetes lose weight and better manage their diabetes
- Heart Health at Home - a virtual cardiac rehabilitation program to help customers recover following a cardiac event and reduce their risk of a future cardiac event
- Baby Sleep Support Line - baby sleep and settling telehealth consultations for customers in the comfort of their own home
- CareComplete programs (including CarePoint, CareFirst) - integrated care and coordination services for the prevention and management of chronic disease, and injury and illness recovery services
We’re delivering personalised models of care across Australia to improve access and affordability. We work with key hospitals to fund initiatives that support Australia’s health transition.
We’re also expanding care beyond hospital walls. Our homecare services and virtual care offerings, delivered through Amplar Health and other partners, allow customers to receive treatment at home when clinically appropriate - freeing up hospital capacity and offering greater convenience.
