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How we can support you through the COVID-19 pandemic
Whether you're directly impacted by COVID-19, looking for advice on how to deal with social distancing, or wondering how you can access the healthcare you require, we're here to assist.

Make the most of your cover
Ways in which your Medibank membership can help you at this time.
Managing your mental health and wellbeing
How to deal with the stresses of COVID-19, coping with isolation and other ways to look after your emotional wellbeing.

How to stay healthy
Find out how you and your family can stay on top of your health and wellbeing at this time.
Managing existing health concerns
Information and support on how you can manage an existing health condition - pregnancy, heart health, diabetes, etc.

Important information for you to know
The following information below may help in providing some clarity at this challenging time. If there's anything we can help you with, please don't hesitate to call us.

The symptoms of COVID-19 to look out for include:
Fever
Runny nose
Sore throat
Coughing
Chills or sweats
Shortness of breath
Loss in sense of taste or smell
If you’re feeling any one of these symptoms, please make sure you get tested as soon as possible.
Most importantly, if you have serious symptoms such as difficulty breathing, call 000 for urgent medical help.
Put simply, good hygiene and physical distancing.
Good hygiene
Practising good hygiene is one of the most effective ways to protect against infection and prevent the spread of coronavirus. All of us have a role to play in maintaining high standards to protect our own health and the health of each other. These measures include:
covering your coughs and sneezes with your elbow or a tissue
disposing of tissues properly
washing your hands often with soap and water, including before and after eating and after going to the toilet
using alcohol-based hand sanitisers
cleaning and disinfecting surfaces
Physical distancing
Another way to protect the community is physical distancing, which is essentially reducing the contact you have with other people. It includes:
staying at home if you are unwell, and avoiding close contact with anyone who is unwell
avoiding large public gatherings if they’re not essential
keeping a distance of 1.5 metres between you and other people whenever possible
minimising physical contact, especially with people at higher risk such as older people and people with existing health conditions
Self-isolation
Self-isolation means you must stay at home for 14 days. You must self-isolate if you have COVID-19, or you have been in close contact with a confirmed case of COVID-19. The Australian Government has prepared some information around what this means and the advice you should follow.
To support customers during the COVID-19 crisis, we’ve temporarily expanded our coverage to pay benefits towards heart, kidney, lung and chest hospital admissions, regardless of your existing level of hospital cover (waiting periods apply). This includes members with Basic and Bronze levels of cover where these services are currently excluded or restricted.
If you are admitted to a public hospital and treated as a public patient, your treatment is fully covered by Medicare and you don’t have to use your private health insurance. In fact, you may end up paying extra if you do use your private cover (for instance, if your policy includes an excess).
During this time, it’s more important than ever that you feel supported in any decisions involving your health. So please don’t hesitate to call us on 1800 789 414.
Please note: this is not applicable to Overseas Health Cover policy holders.
More testing centres are now open.
Many states have increased their testing capabilities, with more and more testing centres opening around Australia. So, if you have any symptoms, please find the nearest centre https://www.health.gov.au/initiatives-and-programs/coronavirus-covid-19-gp-respiratory-clinics
In order to return safely to our normal daily routines, we need to increase the community’s ability to track and contain any future COVID-19 outbreaks. The Health Department’s COVIDSafe app is designed to do just that; by tracing the possible movements of COVID-19 and helping to alert people who’ve been in close contact with someone with COVID-19
You can find more information at https://www.health.gov.au/resources/apps-and-tools/covidsafe-app
South Australian residents
During this Circuit Breaker six-day lockdown in South Australia, all elective surgery except cancer treatments, will be put on hold. Your treating specialist or hospital will be in touch if this affects you.
We generally recommend calling your specialist or admitting hospital about the timing of your elective surgery.
Victorian residents
Non-urgent category 2 and some category 3 elective surgeries have resumed in regional Victoria, with Melbourne metro to follow suit by the end of September. Category 1 surgeries will continue unaffected by this approach.
From 28 September, all hospitals will steadily increase their elective surgery capacity, and we expect all Victorian hospitals to be back to 100% operating capacity by 23 November.
Your specialist or hospital will be in touch if this change may affect your upcoming admission.
If you have eligible hospital cover and are either going to hospital or you have recently been discharged, our Hospital Assist service is here for you. If you have any concerns about your hospital stay, please don’t wait, you can call us on 1800 789 414.
More information, advice and support

Coronavirus (COVID-19): separating fact from fiction
Here’s a quick run down on some common myths — and important information you can put in place to protect yourself and the people around you.

Staying on top of your mental health: tips for coping during COVID-19
Tips and ideas to help you reduce stress and cope with the changes and uncertainty you may be experiencing.

Getting your medicines during the coronavirus outbreak: what you need to know
Staying at home and on top of your health. Here’s what you need to know about getting your medicines during COVID-19.

How to keep up with your health checks during COVID-19
During this time, it’s tempting to put off regular health checks and stay at home. However, this could be detrimental to your health. Here’s how to see your doctor during COVID-19.

What to do if you have COVID-19
Here’s a guide to what you should do if you have COVID-19.

I suspect I have COVID-19. What next?
If you think you may have caught the novel coronavirus, here’s what you should do.
Providing support for our members
Our 24/7 Medibank Nurse and Medibank Mental Health Phone Support lines are available for all members with hospital cover.
Due to higher demand for these services we are increasing the number of our health experts.
As always, our customer service team continues to be available on the phones, via 24/7 web chat, and of course you can access information about your policy through My Medibank, online and via the app.

24/7 Webchat
Your health never sleeps, so chat with an expert about your health cover anytime via our 24/7 Help Online.
24/7 Medibank Nurse
Members with hospital cover can call our phone service to speak to a Medibank nurse about their health concerns at any time of the day or night.*
Mental Health Phone Support
Members with hospital cover can talk with a mental health professional over the phone in relation to any mental health or emotional concern, 24 hours a day 7 days a week.*
Self service options
Online or via the app - My Medibank is your personal health insurance hub to help you use and manage your cover wherever and whenever it suits you.

Things you should know
*OSHC members should call the Student Health and Support Line on 1800 887 283
While we hope you find the information on this webpage helpful, please note that it is general in nature. It is not health advice, and is not tailored to meet your individual health needs. You should always consult a trusted health professional before making decisions about your health care. While we have prepared the information on the webpage carefully, we can’t guarantee that it is accurate, complete or up-to-date. And while we may mention goods or services provided by others, we aren’t specifically endorsing them and can’t accept responsibility for them. For these reasons we are unable to accept responsibility for any loss that may be sustained from acting on this information (subject to applicable consumer guarantees).
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