For customers who purchased a Medibank Life Insurance policy after 1 July 2023, click here.

Life, income & funeral insurance purchased prior to 1 July 2023

We're here to support you, whether you have questions about your existing policy, need to make a claim, or are looking for useful documents and additional support.

Useful documents Call 1300 766 085

Existing policy enquiries

Phone: 1300 766 085, Monday to Friday, between 8:00am and 8:00pm AEST/AEDT.

Email: service@life.medibank.com.au

Post: Medibank Life Insurance, PO Box 6728, Baulkham Hills, NSW 2153

We hope that you never have a reason to complain, but if you do, please click the below tab to find out how.

Make a claim

Phone: 1300 766 085, Monday to Friday, between 8:00am and 8:00pm AEST/AEDT.

Email: claims@life.medibank.com.au

Post: Claims Services, Medibank Life Insurance, PO Box 6728, Baulkham Hills, NSW 2153

Further information about making a claim can be found in the relevant Product Disclosure Statements.

Make a complaint

We hope that you never have a reason to complain, but if you do, we will do our best to work with you to resolve it. To lodge a complaint or if you require assistance to lodge a complaint, please contact us using one of the following means:

Phone: 1300 766 085

Writing: Dispute Resolution Manager

Medibank Life Insurance
PO Box 6728
Baulkham Hills NSW 2153

Email: service@life.medibank.com.au

Our complaint resolution process has three steps.

1. Initial response

Usually when you have a complaint, we can resolve it immediately on the phone. If we can’t immediately resolve your complaint to your satisfaction, it will then be referred for review by an independent team. Initially, we will refer your complaint to our centralised complaints team who will acknowledge receipt of your complaint within 1 business day where reasonable. If we are still unable to resolve your complaint within 5 days or your complaint is in relation to hardship or a declined or disputed benefit claim, we will advise you that your complaint has been escalated for review by our Internal Dispute Resolution Team (IDR Team).

2. Internal Dispute Resolution

All matters escalated to our IDR Team will be responded to in writing within 30 days. After full consideration of the matter, a written final response will be provided that will outline the decision reached and the reasons for the decision.

Where there is a possibility that the 30 day timeframe may not be met (for example if the matter is particularly complex or where there are circumstances outside of our control), we will contact you before the end of the 30 days period advising of the delay and outlining the reasons for the delay.

3. External Dispute Resolution

In the unlikely event that your complaint is not resolved to your satisfaction by the IDR Team, or a final response has not been provided within 30 days, you may be eligible to refer your matter to the Australian Financial Complaints Authority (AFCA) provided your matter is within the scope of AFCA’s Complaints Resolution Scheme Rules.

AFCA is an independent dispute resolution service provided free of charge. You may contact AFCA at:

Australian Financial Complaints Authority

Mail: GPO Box 3, Melbourne VIC 3001

Phone: 1800 931 678

Website: afca.org.au

Email: info@afca.org.au

Useful documents

If you can't find the documents you need below or are unsure which ones are relevant to your policy, please contact us for assistance.

Product Disclosure Statements

The Product Disclosure Statement provides detail on the key features of the product, benefits, exclusions, terms and conditions of the relevant product.

Medibank Life Insurance Product Disclosure Statement (Effective 27/09/21)
Medibank Starter Life Insurance Product Disclosure Statement (Effective 27/09/21)
Medibank Income Protection Product Disclosure Statement (Effective 29/03/21)
Medibank Funeral Insurance Product Disclosure Statement (Effective 27/09/21)

Significant Event Notices

Significant event notices provide important information relating to updates or changes that may affect your policy.

• Medibank Life Insurance product upgrade brochure (effective from 9/11/2023) – This product upgrade brochure is applicable to policy holders with a policy start date on and between 07/10/2008 – 24/05/2009.

• Medibank Life insurance product upgrade brochure (effective from 20/04/2020) – This product upgrade brochure is applicable to policy holders with a policy start date prior to 20/04/2020.

Financial Services Guide

The Financial Services Guide contains information about who is providing you with the financial services. It explains the financial service offered, the fees charged and how we will deal with complaints.

Medibank Life Insurance Financial Services Guide (Issued 27/09/21)

Target Market Determination

Life Insurance Target Market Determination (Effective 27/09/21)
Starter Life Insurance Target Market Determination (Effective 27/09/21)
Funeral Insurance Target Market Determination (Effective 01/10/22)

Fact Sheets

Forms

Medibank Nomination of Beneficiaries Form

Our commitment to the Life Insurance Code of Practice

Swiss Re, the issuer of Medibank Life Insurance products (prior to 1 July 2023) has adopted the Life Insurance Code of Practice (the Life Code). The Life Code is the life insurance industry’s commitment to mandatory customer service standards and it’s designed to protect you, our customer. You can find out more about the Life Code on the Swiss Re Website.

The Life Code sets out how insurers will assess your claim if your Insurance Policy has a medical definition which specifies an obsolete method of diagnosis or treatment that is no longer used in mainstream medical practice in Australia. Any future improvements we make to medical definitions applicable to your Insurance Policy will be made available to you in the event of your need to claim.

You can find out more on the Swiss Re website.

Policies

Prior to 1 July 2023, Medibank Life Insurance is issued by Swiss Re Life & Health Australia Limited ABN 74 000 218 306, AFSL 324908 (Swiss Re) and administered by Greenstone Financial Services Pty Ltd ABN 53 128 692 884, AFSL 343079 (GFS).

Find out about Swiss Re’s Family Violence Policy

Find out about Greenstone Financial Services Family Violence Policy

For more information about how Medibank handles your personal information see our Privacy Policy. The Privacy Collection Notice provides more information about our partner's privacy practices and policy.

Financial Hardship Support

If you’re experiencing financial hardship and are having difficulty meeting your premium payments, we’re here to help. We may agree to a short-term arrangement to assist during this difficult time. We ask that you let us know as soon as possible so we can help. Please get in touch on 1300 052 589 so we can talk through your options.

The below are free external support services that may also be able to help if you or a loved one are experiencing financial hardship or navigating a challenging situation.

Life insurance FAQs

If you still have questions about your current life insurance policy, we've got answers to common questions right here for you.

Are there any tax benefits?

Will my life insurance premiums increase?

Your life insurance premium is calculated on a stepped basis which means it will generally increase each year as you age. All premium changes will occur from the next anniversary date on your policy. We will inform you in advance of your policy anniversary of the premium you'll need to pay for the following year.

In addition, there is an automatic indexation on your policy at each policy anniversary, which means that your benefit amount will increase by 5% and your premium will be adjusted accordingly. You can opt-out of these automatic increases by contacting us.

Medibank may, from time to time, review its premium rate schedule, which may result in changes to the premiums charged for all policies in that group. Changes of this nature will be notified to you in advance of the change affecting you and you can never be singled out for an increase.

Can I increase my life cover?

Yes. Once your policy commences you may be eligible to increase the amount of your cover. An application to increase will be subject to eligibility criteria including age requirements, and underwriting assessment in the normal manner.

In some circumstances, depending on your policy, you may be entitled to an increase without the need for underwriting assessment. Your Product Disclosure Statement sets out the full details on how to increase your cover.

Will I get a refund if I cancel my life insurance policy?

How do I cancel my life insurance policy?

What's not covered?

The relevant Life Insurance Policy Product Disclosure Statement (PDS) will provide the important information on how exclusions may affect your cover. It’s important to read the PDS for all exclusions that apply to your cover. Some exclusions include (but are not limited to) the below:

No payments will be made if your death is because of a self-inflicted injury or terminal illness within 13 months of:

the policy commencement
an increase to the policy (with regards to the increased portion); or
the policy being reinstated.

We will also not pay any benefit where we have agreed with you a special term in respect of your cover that specifically excludes the event or condition leading to the claim. Any such provision will appear on your policy schedule.

We will not pay an Accidental injury benefit, a Permanently Unable to Work benefit or a Trauma benefit where the condition is a result of an intentional or deliberate self-inflicted injury.

For Trauma cover, we will not pay the Benefit Amount in the case of Cancer (excluding specified early stage cancers), Stroke, Coronary Artery Bypass Surgery or Severe Heart Attack if the condition was diagnosed, or the circumstances leading to diagnosis became apparent, after the Acceptance Date and within 90 days after:

the Commencement Date; or
the date that an increase in Benefit Amount is requested in respect of the Life Insured (but only in respect of the increase); or
where we have agreed to reinstate the Policy after it was cancelled, the date on which we reinstate the Policy.

Depending on your answers to the health and lifestyle questions there may be other exclusions applied to the Policy which you will be advised of at the time of your application, and which will be listed on your Policy Schedule.

Please refer to the relevant PDS for further details.

Income protection FAQs

For customers who purchased Medibank Income Protection before 1 July 2023.

Will Medibank Income Protection cover me for redundancy or unemployment?

Will my premiums increase?

Your income protection insurance premium is calculated on a stepped basis which means it will generally increase each year as you age. All premium changes will occur from the next anniversary date on your policy and we will inform you in advance of your policy anniversary of the premium you'll need to pay for the following year.

If I make a claim, when do I receive the benefits?

If you have an income protection insurance claim that is accepted, the monthly income benefit becomes payable from the end of the waiting period you choose - this is either 30 or 90 days.

Benefits are then paid monthly in arrears and continue until you are no longer disabled as defined under the policy, or you reach the end of your benefit period.

In order to pay your claim, we also need time to assess your circumstances. Accordingly, we encourage you to lodge your claim as early as possible in order to avoid delays to your claim payments.

You’ll find more information about how benefits are paid in the relevant Product Disclosure Statement.

How can I keep my income protection insurance premium costs down?

You may find that you can reduce the costs of your premiums by:

varying your waiting period;
choosing a lower benefit period;
reducing your monthly benefit amount; or
if you've stopped smoking for longer than 12 months (contact us and we may be able to apply a discount).

When deciding whether to adjust any of these aspects of your cover, you should consider your financial situation and the impact the change may have on you in the event you need to claim.

Funeral insurance FAQs

Medibank Funeral Insurance is no longer available for sale. However, customers with an existing funeral insurance policy are still covered.

Am I covered if I am travelling overseas?

Are there any tax benefits?

Will I get anything back if I cancel my policy?

Will my premiums increase?

Can I end up paying more in premiums than I’ll receive?

How are funeral insurance and pre-paid funeral plans different?

Funeral insurance

Funeral insurance works in a similar way to other insurance policies you’re likely to already have.

You choose how much money you would like your policy to cover, and pay a series of regular premiums to cover that amount.

The person you choose as your nominated beneficiary will receive the sum insured (or, in our case, the amount you have paid in premiums if that is greater than the sum insured) in the event of your death.

The money paid out can then be used to pay for anything including your funeral and any other related expenses.

Pre-paid funeral plans

Pre-paid funeral plans work slightly differently. With a pre-paid plan, you’re effectively paying for your funeral in advance. You can choose what your funeral will involve too.

The costs of these plans are generally fixed and it can be difficult to change your plan after commencement. Terms and conditions vary and you should carefully consider the terms of your plan.

Life insurance and COVID-19 FAQs

For life insurance purchased prior to 1 July 2023.

Does my life insurance cover me for COVID-19?

What about funeral insurance?

Can I increase my existing cover?

Yes, you can. For existing customers who want to increase their cover, the same underwriting procedure remains. However, in line with current underwriting processes we will not be able to offer you cover until you have fully recovered and are in good health if:

you’ve been diagnosed with COVID-19; or
you currently have symptoms of COVID-19 and are intending to be tested and seek medical advice or consultation with a doctor or other health professional; or
you are waiting on a COVID-19 test result.

Can I increase my cover if I've had a COVID-19 vaccination?

Can I make a claim if I've had a COVID-19 vaccination?

I am suffering from financial hardship, what do I do?

Additional support

If you require assistance when contacting us or interacting with our products and services, please click below to find out how we could help you.

Find out more

Things you should know

Any advice provided is general only and doesn’t consider your objectives, financial situation or needs. You should carefully read the relevant Product Disclosure Statement (which sets out the product terms, conditions and exclusions), Target Market Determination and Financial Services Guide available on this page to ensure the product is right for you. The insurance products on this page are issued by Swiss Re Life & Health Australia Limited ABN 74 000 218 306, AFSL 324908 (Swiss Re), and administered by Greenstone Financial Services Pty Ltd ABN 53 128 692 884, AFSL 343079 (GFS). Medibank Private Limited ABN 47 080 890 259 (Medibank Private), promoted the insurance products as an authorised representative (AR) of GFS, AR 286089.