Introduction
On this page
Medibank’s strategic priorities in the 2017 financial year were to strengthen the core, improve healthcare value and expand our customer offering.
Strengthen the core
35.6%
Share of industry complaints (down from 60.7% in the September 2016 quarter)
80% improvement
to two minutes
Average speed of answer in our customer service centre (Q417 vs. Q416)
1.6 million +
Number of customers receiving greater value through new and extended benefits
270,000
Downloads of new My Medibank app in first two months of launch
Installs includes upgrades and new installs via iOS and Android as at 30 June 2017.
1.1 million +
Number of customers receiving health and wellbeing content and exclusive offers
*via monthly Live Better email.
Improve healthcare value
+ 100% back on an annual dental check-up
Added to all Medibank extras covers
+ accident cover
Added to all Medibank resident hospital covers
+ unlimited emergency ambulance
Added to all Medibank covers
1.3 million +
Hospital admissions supported
500,000 +
Surgical procedures supported
23.5 million +
Extras services supported
*Calculation based on different methodology compared to 2016
Expand our customer offering
11,614
Number of participants enrolled in CareComplete to date
8,639
Number of customers supported through Medibank Health Concierge
HealthStrong
We acquired Australia’s leading provider of mobile allied health services to residents of aged-care facilities and in the home (July 2017)
1.7 million +
Number of interactions with Australians through our telehealth services
Rehabilitation in the home
We will make this program more widely available from October 2017