When you need us, we're here to help you manage your health concerns
While this is a challenging time for all Australians, it may be particularly stressful if you're managing an existing health concern. Whether you're pregnant, recovering from a recent illness or managing a chronic health condition, Medibank is here to support you.
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.*
Telehealth services
Medibank members with eligible extras can access telehealth services - including psychology, counselling#, physiotherapy, dietetics, occupational therapy, podiatry, exercise physiology, speech therapy and lactation consultants~.
Hospital support for members with COVID –19
We've temporarily expanded our coverage to pay benefits towards heart, kidney, lung and chest hospital admissions, regardless of your level of existing hospital cover (waiting periods apply). This temporary benefit is available until 1 April 2022.
To continue to support our hospital cover members, benefits will be paid towards COVID-19 related hospital admissions, regardless of your level of cover, until further notice.**
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.*
*OSHC members should call the Student Health and Support Line on 1800 887 283
**Standard waiting periods apply. Excludes Overseas Health Covers.
#Counsellors must be registered with Australian Counselling Association, Psychotherapy and Counselling Federation of Australia, Australian Traditional Medicine Society.
~Check your cover summary to see if these services are included on your extras cover and if any waiting periods or annual limits apply.
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.
For the most up-to-date information and advice, please visit the Department of Health and relevant state and territory health department websites.
For the latest COVID-19 Vaccine information and advice, please visit the Australian Government’s COVID-19 Vaccination website.
Every state and territory will have their own advice and regulations in place, so we recommend calling your health provider to check their COVID-safe practices before an appointment. There may even be a telehealth option for your consultation.
The Royal Australian College of General Practitioners have outlined some helpful information on how and when to book a telehealth consultation.
Now is an important time to keep to our health checks and appointments with health professionals to help prevent and manage any ongoing health issues during this difficult and stressful time.
Any future claims for complications arising from COVID-19 will be assessed in line with the pre-existing condition rules, where a Medibank-appointed Medical Practitioner will make a determination as to whether there were any signs or symptoms of the condition that existed at any time in the six-month period ending on the day on which the member became insured under the policy or changed their cover.
If you are admitted to hospital and treated as a private patient, you may have some out-of-pocket expenses.
For treatments included under your policy, Medicare and Medibank will jointly cover the cost of each MBS-listed item that was provided in your treatment, up to the MBS fee (the set government fee).
However, if your treating doctors choose to charge more than the MBS fee, you may have to pay the gap amount as an out-of-pocket cost. Read more about how Medibank’s GapCover scheme can help reduce some of these out-of-pocket costs.
Also, keep in mind that some private hospitals charge an emergency department facility fee. Because this is an outpatient fee, it isn’t usually covered by private health hospital insurance.
And if your policy includes an excess, then this is also payable by you.
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). You can read more about the differences between public and private hospital systems here.
During this time, it’s important that you feel supported in any decisions involving your health. So please don’t hesitate to call your Health Concierge team on 1800 789 414.
Please note: this is not applicable to Overseas Health Cover policy holders. If you have OSHC questions about hospital access during COVID, call 134 148.
Elective surgery restrictions will vary from state to state, so we recommend calling your treating specialist or hospital to check if your elective surgery is impacted, if they haven’t contacted you already.
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.
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.
More information, advice and support
Physical and mental health
Tips to manage your mental and physical health during these times of uncertainty.
8 ways to prepare for cold and flu season (in a COVID-19 world)
Staying on top of your mental health: tips for coping during COVID-19
Worried about someone's mental health?
Having a baby during COVID-19
We address some of the most commonly asked questions and provide tips on how to deal with your new parent nerves.
Expecting a baby during COVID-19
Bringing home a new baby during a pandemic
Getting treatment or going to hospital
What you need to know if you need treatment for a health condition.
Cancer and COVID-19: what you need to know
Is it safe to go to hospital during COVID-19?
How to keep up with your health checks during COVID-19
What to do if you have COVID-19
I suspect I have COVID-19. What next?
Getting your medicines during the coronavirus outbreak: what you need to know
Introducing Medibank Better Minds
As part of our ongoing support for members during this pandemic, Medibank Better Minds is here to advise, guide and support you and your family’s mental health needs.
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.
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.
Webchat
Chat with an expert about your health cover via Help Online, available Monday to Friday 8am - 10pm and 9am - 6pm Saturday and Sunday.
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.
*OSHC members should call the Student Health and Support Line on 1800 887 283
Things you should know
*OSHC members should call the Student Health and Support Line on 1800 887 283
^Standard waiting periods apply. Overseas Health Covers excluded.
~Check your cover summary to see if these services are included on your extras cover and if any waiting periods or annual limits apply.
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).