Sharp rise in mental health support calls since Medibank launched awareness campaign

Medibank has seen a significant increase in mental health support requests, with calls to its dedicated 24/7 Medibank Mental Health Support service more than doubling in April compared to February, following the launch of an awareness campaign including Medibank and News Corp’s Can We Talk? campaign.

The 24/7 support service allows Medibank and ahm customers to connect with experienced mental health professionals over the phone or online, offering a safe and confidential space to talk, ask questions, and seek guidance on mental health concerns and what to do next.

Medibank Chief Executive Officer David Koczkar welcomed the increase in engagement with the service, noting the importance of continued awareness and open conversations about mental health in the community.

"While it’s concerning that many Australians are struggling with their mental health, it’s very encouraging to see more people taking that important first step by reaching out and speaking to a professional,” said Mr Koczkar.

“The aim of our awareness campaign is to get more people talking about their mental health and to make it a national priority. We want to break the stigma around mental health and encourage more people to seek help if they need it – that first step is often the hardest.

“We’re encouraging people to look at their mental health in the same way they do their physical health, mental fitness is just as important as physical fitness.

As one of the largest health companies in Australia, we see the human cost of the escalating mental health crisis and are committed to play a meaningful part of the solution. The number of people with mental ill-health is growing at an alarming rate, with almost half of us facing mental concerns at some point in our life.

24/7 Medibank Mental Health Support service data

In April, online chat remained the preferred method of contact, although Medibank observed a notable rise in phone calls and weekday usage.

Key issues raised during calls included general stress, anxiety and depression, while chat users most frequently initiated conversations about anxiety, relationship concerns and general stress.

There were also marked differences in the nature of concerns shared across the two channels.

Grief and more acute issues were more frequently raised over the phone, while chat users more often raised topics related to health and disability, and family or domestic violence.

The age breakdown of users revealed further trends, with 70% of chat users aged between 25 to 44, while only 48% of callers fell within that age group—indicating a stronger preference for phone support among older Australians.

Medibank is committed to improving the mental health of all Australians. Visit www.medibank.com.au/health-support/mental-health/ for information, support options and tips to have more meaningful mental health conversations.