2019 |Annual Review
  • 01 Our customers
  • 02 Our people
  • 03 Our community

Getting personal with healthcare

We worked hard to be better for our customers, checking in with more than half a million customers to ensure they were on the right cover to suit their needs and having more than 1.5 million health-based phone, chat and email conversations – part of our focus to provide personalised health advice and support.

We’re seeing the impact of this, growing the number of policyholders and increasing our market share. Customers are more satisfied with our service, with advocacy at record levels across Medibank and ahm and our share of industry complaints consistently below our market share.

Customers going to hospital for a range of procedures were supported with our concierge service – practical health support from health professionals in our customer service team to help them prepare for or recover from a stay in hospital. And with chronic conditions now affecting one in two Australians, we’re supporting customers through our CareComplete program which has grown to be one of Australia’s largest chronic disease management programs. We also made it easier to get advice with our registered nurses and health professionals online, on the phone and in stores.

We’re bringing more healthcare into our customers’ homes – doubling the reach of our Medibank at Home program delivering chemotherapy, dialysis, rehabilitation, reconditioning rehab and palliative care treatments. We believe that every Medibank customer who wants care in the home should get that choice (in consultation with their doctor) and this year we provided more than 200 virtual hospital beds to patients who chose treatment at home instead of hospital.

We’re making our purpose of Better Health for Better Lives a reality for our customers. We’re rewarding customers for taking healthy actions through our recently launched Live Better rewards app, and our customers are engaging with us every week for health and wellbeing information through the broader Live Better program.