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Annual Review

Medibank’s annual general meeting (AGM) was held in Melbourne on 13 November 2017. Our annual report is available at our investor centre.


We are delighted to present Medibank's 2017 Annual Review.

You will find information about our performance against our 2017 strategic priorities of strengthening the core, improving healthcare value and expanding our customer offering. You can also learn more about our people and commitment to the community and environment.

Our top priority in 2017 was our customers. We made significant improvements to the service, experience and value we deliver. This was just the start. There is more to do and we look forward to sharing our progress with you next year.

Elizabeth Alexander AM

Craig Drummond
Chief Executive Officer

Medibank management team

About Medibank

Our purpose - Better Health for Better Lives

Ambition - To deliver Better Health for Better Lives we will:

  • Broaden the offering of our Medibank and ahm brands to deliver the best combination of products, service and advice for our customers.
  • Build a market leading health services offering for our customers.
Customer First

Customers first

Our customers are at the centre of everything we do.

Show Heart

Show heart

We show compassion. We care for each other, our customers and our community.

Own It. Do it.

Own it do it

We are accountable. We deliver on our promises, even when it’s hard. We make it happen.

One Team

One team

We work better and smarter together. More we, less me.

“Medibank has an increasingly important role to play in helping our customers live healthier and happier lives. To do this, we are embracing a bigger purpose - Better Health for Better Lives.”

Craig Drummond
Chief Executive Officer

Business snapshot

Some key facts and figures for the 2017 financial year


Benefits paid to our customers


Number of customers receiving greater value through new and extended benefits


including 640 health professionals

Number of full-time equivalent employees (As at 30 June 2017. Around 250 additional health professionals joined Medibank through our HealthStrong acquisition in July 2017)


improvement to two minutes

Average speed of answer in our customer service centre (Q417 VS Q416)



Number of interactions with Australians through our telehealth services


Hospital admissions supported


Surgical procedures supported


Extras services supported (Calculation based on different methodology compared to 2016)


Members' Choice hospitals


Members' Choice extras providers


Proportion of senior leaders who are women


Employee engagement (up from 78%)


Community investment including sponsorships and partnerships


Market share


Number of customers

Financial summary

All data is presented on a statutory basis

cents per share

Total dividend for 2017 (interim and final) fully franked

Group net profit after tax


* Excludes impairment and restructuring expenses in 2014 ($134.7 million before tax; $121.0 million after tax) in relation to the write-down of goodwill mainly associated with the Telehealth business and costs incurred in relation to the reorganisation within Medibank Health.

Health Insurance premium revenue


Health Insurance net claims expense

(including risk equalisation)($m)

Composition of 2017 segment operating profit


Health Insurance 93.3%
Medibank Health 6.7%

Health Insurance operating profit


Health Insurance MER*


* Management expense ratio