Frequently asked questions

To claim on these new telehealth consultations, they need to be included in your extras cover. If they’re not, you can still access them but unfortunately, you’ll be out of pocket for 100% of the cost. Please call us to discuss  whether you are on the right extras policy for your needs 

It's really important to us that our members can look after their health and wellbeing, even during this uncertain period in our lives. As a result, in addition to Psychology telehealth consultation, Medibank will be extending its telehealth consultations to eligible Medibank members with extras on the 14th of April to not only include Psychology telehealth consultations but to also include the following services: 

1. Dietetics 
2. Speech Pathology 
3. Physiotherapy 
4. Occupational therapy 
5. Podiatry 

Check your cover summary to see if these services are included on your extras cover and if any waiting periods or annual limits apply

You should always consult a trusted health care professional before making decisions about your health care. The information we’ve provided about these telehealth services is not health care advice and isn’t tailored to meet your individual health care needs.

We recommend you contact your provider directly to find out if, and when, they will be offering this service. 

Our members' safety, privacy and quality of care is of utmost importance to us. When approving certain services for inclusion, such as telehealth psychology, we take the necessary time and effort to ensure that our members are only provided with evidence-based treatments. We also ensure health clinicians have the appropriate clinical guidelines and support in place, to ensure the highest standard of care and support. 

All other new telehealth services including Psychology Dietetics, Speech pathology, Physiotherapy, Occupational therapy, Podiatry and Exercise Physiology will have benefits paid for services delivered between the 30th March to 30 September 2020 and not before then. 

Check your cover summary to see if these services are included on your extras cover and if any waiting periods or annual limits apply 

The benefits we'll pay towards telehealth consultations will be the same as face-to-face consultations. For eligible Medibank extras members. Subject to any waiting periods and annual limits.

Check your cover summary to see if these services are included on your extras cover and if any waiting periods or annual limits apply.   

There are a few ways you can claim. The easiest way is with My Medibank, either online or via app.  

To claim online, members with eligible extras need to register their details at members.medibank.com.au and follow the prompts. Or for the app, they need to search ‘My Medibank’ in the App Store of Google Play and follow the instructions.   

This is available for members with extras cover that includes psychology, and who are: 

• undergoing an existing course of treatment, and have seen the psychologist providing the teleconsultation over the past six months, or; 
• new patients and have had telepsychology services recommended by their GP (members will not be required to provide proof of their general practitioner’s recommendation). 
• excludes any psychology consultations that form part of a mental health plan that Medicare benefits are payable.  
• the service is delivered before 30 September 2020, and 
• the service is undertaken in accordance with Australian Psychological Society guidelines, and 
• the patient has eligible extras product cover for psychology. 
• subject to any waiting periods and annual limits 

Telehealth is the use of telecommunication methods, such as phone and video calls, to provide eligible Medibank members with extras including with more ways to receive health support. Medibank will be extending these telehealth services to include telehealth for psychology consultations, along with the following services:  

1. Dietetics 
2. Speech Pathology 
3. Physiotherapy 
4. Occupational therapy 
5. Podiatry 
6. Exercise Physiology 

Check your cover summary to see if these services are included on your extras cover and if any waiting periods or annual limits apply.