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Strategic priorities

Snapshot of how we delivered against our 2018 strategic priorities to enhance our products and services, improve healthcare value and expand our customer offering.


Enhance products & services

Strengthen the core

$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


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


Customer check-ins


Decrease in share of industry complaints over the past 12 months

Improve healthcare value

Improve healthcare value


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


Members’ Choice extras provider locations

People Like You

Introduced to help customers understand their potential health needs


Savings from prostheses reform passed on to our customers


Members' Choice hospitals

Expand the offering for customers

Expand our customer offering

Medibank at Home

Expanded to give customers choice over how and where they receive their care


Number of medical specialists coordinated to support the health of the Australian Defence Force


Number of customers receiving Rehabilitation at Home services


Number of people living with chronic conditions supported through CareComplete to date


Customers supported through Medibank Health Concierge

1.8 million

Interactions with the community via phone, chat and email through our telehealth services