Delivering on our strategy and sustainability commitments in 2025

Our annual report and sustainability summary speak to our efforts to deliver on our purpose of Better Health for Better Lives – for our customers, our people and our community throughout the 2025 financial year.

We have worked to improve value for our customers, support more of their health needs and to drive the health transition our country needs. And we have sought to do this in a way that stays true to our sustainability commitments, which underpin the decisions we have made and the ways in which we operate.

Key highlights for this year include:

We’ve transformed our customer support with a local touch
We reorganised our customer support teams across Medibank and Amplar Home Health into geographically located hubs, while ahm simplified its customer service approach to enable team members to better resolve queries themselves and take ownership of any follow-up required.

We strengthened our partnerships to bring customers more value
We delivered more value, choice and control to our customer by building upon our strong relationships with hospitals, health providers and Live Better rewards partners. And we continued to work closely with private hospitals to accelerate the development of innovative models of care through our partnership-based funding.

We designed healthcare the way people want it and are driving change across the system
We focused on building a more connected healthcare experience that delivers care where and how our customers want it. We invested to expand the role of homecare, virtual health and short stay hospital models to deliver more choice, convenience and flexibility for patients. A great example of this is the virtual nursing pilot we’re delivering for the Federal Government which uses virtual nursing technology to complement face-to-face healthcare delivery in aged care homes.

We’re using AI to make things easier for our customers and support our people
Artificial intelligence (AI) is a tool we’re using to help simplify health journeys, expand access to services and create more personalised experiences for our customers. And to ensure our use of AI aligns with our commitment to our people, customers and community, we launched our AI Governance Policy incorporating ethical AI principles, privacy, security and risk management principles.

We’re building a healthier workplace and helping make our communities healthier too
Through our work. Reinvented program we enhanced our people’s autonomy, accountability and agency so they could better deliver for our customers and patients while also better supporting their own health and wellbeing. And we’ve continued to engage with our community and partner with researchers and universities to help address some of Australia’s biggest health challenges and promote healthy lifestyles.

We’re playing our part to protect the health of our planet
We’re on the pathway to Net Zero and this year we marked achieving our Net Zero target for Scope 1 and 2 emissions, which we set in 2021 aligned to our business structure at the time. In the 4 years since, we’ve changed so this year we’ve re-baselined our greenhouse gas emissions and are now reassessing our targets and decarbonisation pathway to reflect this.

We’ve continued to evolve our sustainability reporting
Our approach to sustainability reporting reflects the changing expectations and requirements from our stakeholders. This year we undertook a formal review of our material topics and changed our reporting approach to how we share our progress against our environmental, social and governance focus areas, launching a new sustainability summary and accompanying ESG databook.

You can read more about work in our Annual Report, Sustainability Summary and ESG databook 2025.