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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.

Introduction

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

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

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

Expand our customer offering

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