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    Medibank investing $6 million to boost customer service

    Medibank today announced that it would invest $6 million to make it easier for customers to do business with the company.

    The investment will deliver a range of service improvements, including 20 per cent more contact centre staff in Melbourne by Christmas.

    Medibank Chief Customer Officer David Koczkar said that its focus is on providing a better service and products.

    “This investment is solely focused on delivering a better experience for our customers. We know that we need to make it easier for customers to get in contact with us, and reducing call wait times and improving the number of channels to serve customers is key to this.

    "We want to make dealing with us as easy and convenient as possible.

    “In order to do this Medibank is introducing 24/7 online customer support, extending customer service phone lines to open on Saturday, and investing in more training and coaching staff whose sole focus is to help our people deliver a better experience to customers.

    "We know that we have work to do to improve our service to our customers, but we believe that these initiatives will make a significant difference.

    "Customer service levels have been impacted by some initial issues from the implementation of Medibank’s new IT system. With implementation now complete, customers will start to see the benefits of the new system, replacing technology in place since the 1970s, over the next six to 12 months," Mr Koczkar said.