Introduction
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Medibank’s strategic priorities in the 2018 financial year were to enhance our products and services, improve healthcare value and expand the offering for our customers.
Enhance products & services
$35 million
Additional value to customers
Includes one-off loyalty bonus, 100% dental give back, Medibank Health Concierge and Medibank at Home
Mental health support
Psychology waiting periods removed to help customers needing urgent support
On current extras products as at 1 April 2018
Priority
New loyalty program to recognise 10+ year Medibank customers
3.3 million
Number of activity statements sent to Medibank customers to let them know the annual limits they have left
390,000
Customer check-ins
60%
Decrease in share of industry complaints over the past 12 months
Improve healthcare value
100%
We have quality-based contracts with all major hospital groups in Australia
Procedure Cost Estimator
Launched to help customers understand potential out-of-pocket costs
15,000+
Members’ Choice extras provider locations
People Like You
Introduced to help customers understand their potential health needs
100%
Savings from prostheses reform passed on to our customers
477
Members' Choice hospitals
Expand the offering for customers
Medibank at Home
Expanded to give customers choice over how and where they receive their care
5,200+
Number of medical specialists coordinated to support the health of the Australian Defence Force
850
Number of customers receiving Rehabilitation at Home services
21,000+
Number of people living with chronic conditions supported through CareComplete to date
13,000+
Customers supported through Medibank Health Concierge
1.8 million
Interactions with the community via phone, chat and email through our telehealth services