Medibank’s annual general meeting was held in Melbourne on 14 November 2018. The 2018 Notice of Annual General Meeting, webcast details and annual report are available on our Investor Centre.
We are pleased to present Medibank's 2018 Annual Review.
Here you’ll find information about how we worked to enhance our products and services, improve healthcare value and expand our customer offering in 2018. You can also learn more about our people, our support of the community and our commitment to the environment.
Medibank’s ongoing focus is on continuing to deliver for our customers and to progress our transformation into a health services company. We look forward to sharing our progress with you next year.
Our customers are at the centre of everything we do.
We show compassion. We care for each other, our customers and our community.
Own it do it
We are accountable. We deliver on our promises, even when it’s hard. We make it happen.
We work better and smarter together. More we, less me.
Some key facts and figures for the 2018 financial year
Benefits paid to customers
Excluding risk equalisation
Additional value committed to customers
Includes one-off loyalty bonus, 100% dental give back, Medibank Health Concierge and Medibank at Home
Lowest average premium increase in 17 years and below industry average for a second year running
Number of employees including around 1,500 health professionals*Headcount following acquisition of Home Support Services in August 2018
Market share at 30 June 2018
Number of retail stores, including 20 in regional areas
Surgical procedures supported
Extras services supported
Hospital admissions supported
Interactions with the community via phone, chat and email through our telehealth services
Customers supported through Medibank Health Concierge during the year
People living with chronic conditions supported through CareComplete to date
Launched to recognise 10+ year Medibank customers
Mental health support
Psychology waiting periods removed to help customers needing urgent supportOn current extras products as at 1 April 2018
Medibank at Home
Expanded to give customers choice over how and where they receive their care
Employee engagement (up from 81%)
Proportion of senior leaders who are women
Number of customers
All data is presented on a statutory basis
cents per share
Total dividend for 2018 (interim and final) fully franked
Group net profit after tax
Health Insurance premium revenue
Health Insurance claims expense
(excluding risk equalisation)($m)
Composition of 2018 segment operating profit
Health Insurance operating profit
Health Insurance management expense ratio