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

Annual Review 2019 watch the video

Every day we're focused on improving the health and wellbeing of Australians, helping people lead better quality lives.

We're more than just a health insurer - we're a healthcare company committed to delivering affordable healthcare that gives our customers more choice. We're playing a leading role in helping to improve Australia's health system, collaborating with health professionals and government on new approaches to delivering care and reform. And to make life simpler for our customers, we offer a range of travel, pet and life insurance.

Whether you are a Medibank shareholder, customer or employee, you are supporting us to help millions of people achieve better health for better lives. Thank you.

Our purpose

Better Health for Better Lives

Our strategy

  • Broaden the offering of our Medibank and ahm brands to deliver the best combination of products, service and advice for our customers

  • Build a market leading health services offering for our customers

Our values

Customers First

Our customers are at the centre of everything we do.

Own it. Do it.

We are accountable. We deliver on our promises, even when it's hard. We make it happen.

Show Heart

We show compassion. We care for each other, our customers and our community.

One Team

We work better and smarter together. More we, less me.

Business snapshot

3.77 mil

customers as at 30 June 2019


net resident policyholder growth (+0.8%)


market share as at 30 June 2019

24.8, 38.5

Average Service NPS for Medibank and ahm

$20.4 mil

productivity savings

$5.4 bil

benefits paid for our customers

1.3 mil+

hospital admissions supported

24.3 mil+

extras services supported

500 K+

surgical procedures supported

519 K+

customer check-ins

1.57 mil

health interactions (approx.)


mental health support service launched


customers cared for by Medibank at Home

200 +

virtual hospital beds


employees including around 1,300 heath professionals (headcount at 1 July 2019)

85 %

employee engagement

Chairman's message


I am pleased to present Medibank’s 2019 Annual Review.

The sustainability of our company is directly linked to how well we meet the needs of our customers and what we are doing to meet the expectations of the community.

Medibank’s strong purpose and the values-driven culture embedded across the company are reflected in our results this year, and I invite you to learn more about the work we have done throughout 2019.

Elizabeth Alexander
Elizabeth Alexander AO

CEO's message

CEO's message Read more

Doing the right thing for our customers

Our customers have told us they want healthcare that's affordable, easy to manage and offers greater choice. So we’re personalising healthcare, tailoring it to the needs of our customers and supporting them to make better health and wellbeing choices.

Becoming a healthcare company

Developing in-home care is part of our strategy to deliver a better patient experience and more affordable healthcare. More convenient and less stressful for suitable patients who need regular treatment, in-home care is also helping relieve the pressure on hospital resources, making our health system more sustainable.

In August 2018 we acquired Home Support Services, one of Australia’s leading home healthcare companies to complement our HealthStrong business which delivers a range of healthcare services.

We now provide more than 200 virtual hospital beds within Australia’s healthcare system – we see this as a key aspect of the future of healthcare delivery.

We have more than 1,300 health professionals in our team offering support in the home, on the phone, online and in care facilities. They are the face of our ongoing transformation into a healthcare company.

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-ba...

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Providing more choice through technology

We're harnessing data and technology to deliver a better customer experience, to help make the healthcare system more accountable and improve the way we work.

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Focused on affordability

We know affordability is a challenge for our industry and we've worked to address this by building strong partnerships with hospitals, healthcare providers and industry professionals to deliver greate...

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Reshaping our health system for the better

We’re getting in front of the challenges facing healthcare in Australia. This year marked the biggest change to private health insurance in 18 years with the introduction of Federal Government reforms...

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Bringing out the best in our people

This year more than 40,000 people applied to join our Medibank team - people who share our purpose of Better Health for Better Lives and are attracted by our culture.

The right culture starts with the Board

We know our customers, shareholders and the community have high expectations of us. If our Board leads with accountability and clarity, then our people will too. This is why our Board and leadership team take part in our Customer Obsessed program, spending time during the year visiting retail stores and hospitals, listening in on customer calls and talking directly with customers.

A key focus for the Board during the year was to continue strengthening Medibank’s governance framework, including measures to proactively address general financial services industry issues identified by the Australian Prudential Regulation Authority (APRA) and the Hayne Royal Commission.

Culture front and centre

Our culture is unique to Medibank – it’s who we are and is our competitive advantage. It guides how we turn up for work each day, drives our decision making and anchors us to our purpose and strategy.

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Reflecting the communities in which we work

We are stronger because of our differences. We’re building an inclusive workplace where diversity matters, and our team reflects the broader community which we serve.

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Walking the talk with our people

We’re a company with health and wellbeing at its core. Medibank’s purpose of Better Health for Better Lives guides our approach for employees and extends beyond the workplace.

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What's important to our community is important to us

We believe Medibank has a responsibility to improve the communities we live in, so we’re focused on some of the biggest issues impacting the health of Australia.

Recognising and rewarding healthy choices

We know change can be hard, so we developed the Live Better rewards program to support people to make better choices about their health and reward customers for healthy living habits. The free Live Better app is available to all Australians, helping them to track and measure their everyday activities.

And in an industry first, eligible Medibank customers with hospital or extras cover can earn Live Better reward points to use towards lowering their premium, a gift card, or getting more on their extras like a remedial massage or physio service.

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Taking a stand on some of Australia's biggest challenges

With one in five Australians now experiencing mental health issues in any given year, we’re prioritising mental health support.

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Helping Australia live better

We believe better health should be in reach of everyone, so we're making it easier for people to achieve it, focusing on preventative health measures and access to health and wellbeing events.

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The health of our planet impacts our health

We recognise the science behind climate change and as a health organisation, the impact it has on human health. That’s why we’re playing our part in tackling climate change.

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Sustainable development goals

We’re thinking about the impact our day-to-day business practice has on the world. We want to ensure a strong future for our business, our people and the communities we operate within, which is why we...

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