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    Cybercrime customer support package

    Medibank store

    Medibank is today announcing a cybercrime customer support package for Medibank, ahm and international student customers affected by the cybercrime.

    The support package includes:
    • A hardship package to provide financial support for customers who are in a uniquely vulnerable position as a result of this crime, who will be supported on an individual basis
    • Access to Medibank’s mental health and wellbeing support line for all customers, including ahm customers
    • Access to specialist identity protection advice and resources from IDCARE
    • Free identity monitoring services for customers who have had their primary ID compromised
    • Reimbursement of fees for re-issue of identity documents that have been fully compromised in this crime

    Last week, we began directly contacting affected customers to provide support and guidance on what to do next. As a result of today’s update, we will begin contacting current and former customers to recommend steps they could take. We will also begin contacting customers whose data we now know has been compromised.

    We are working with all Australian banks and relevant government departments to help them take additional steps to increase monitoring of affected customer accounts.

    Medibank has established specialised teams to help customers who receive scam threats. Medibank customers should send any suspicious emails or texts to scaminvestigations@medibank.com.au, while ahm customers should email scaminvestigations@ahm.com.au

    Our customers can also speak to Medibank’s experienced and qualified mental health professionals 24/7 over the phone for advice or support around mental health or wellbeing (1800 644 325).

    Given the distress this crime is causing our customers we will also defer premium increases for Medibank and ahm customers which were scheduled to rise on 1 November 2022, now to occur on 16 January 2023.

    Medibank CEO David Koczkar said:

    “I unreservedly apologise to our customers who have been the victims of this serious crime.

    “As we continue to uncover the breadth and gravity of this crime, we recognise that these developments will be distressing for our customers, our people and the community – as it is to me.

    “We stand ready to support our customers with identity, financial hardship and mental health support.

    “We recognise the distress that this is causing our customers, which is why we are deferring premium increases for our customers until 16 January 2023.”

    Medibank has engaged the specialist support services of IDCARE, Australia’s national identity and cyber support community service. IDCARE services are free for customers and former customers, and they provide specialist support to individuals who believe they are at heightened risk due to the exposure of their information.

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