Providing support for our members
Our $450m member support package included postponing premium increases for our members, as well as continuing to offer a support package for hospitalised members and growing our telehealth offering. Learn more about how we are giving back.
Our 24/7 Medibank Nurse and Medibank Mental Health Phone Support lines are available for all Medibank health insurance members.
Due to higher demand for these services we are increasing the number of our health experts.
Hospital support for members with COVID –19
To support our hospital cover members during this period, benefits will be paid towards COVID-19 related hospital admissions, regardless of your level of cover, until further notice.^
Telehealth services
Medibank members with eligible extras can access telehealth services - including psychology, counselling#, physiotherapy, dietetics, occupational therapy, podiatry, exercise physiology, speech therapy and lactation consultants~.
24/7 Medibank Mental Health Support
Medibank health insurance members can talk with a mental health professional over the phone or online in relation to any mental health or emotional concern, 24 hours a day 7 days a week at no extra cost.*
Suspension Policy
We understand many Australians are doing it tough. If you’re experiencing financial stress, we have a number of support options that may help you.
24/7 Medibank Nurse Support
Medibank health insurance members can chat to a registered nurse over the phone or online about their health concerns at any time of the day or night at no extra cost.*
Webchat
Chat with an expert about your health cover via Help Online, available Monday to Friday 8am - 10pm and 9am - 6pm Saturday and Sunday.
COVID-19 Health Support
Whether you're directly impacted by COVID-19, looking for advice on how to deal with social distancing, or wondering how you can access the healthcare you require, we're here to assist.
Important information for you to know
The following information below may help in providing some clarity at this challenging time. If there's anything we can help you with, please don't hesitate to call us.
No, postponed premium increases are for private health insurance policies only.
There are a few ways you can claim. The easiest way is with My Medibank, either online or via app.
To claim online, members with eligible extras need to register their details at members.medibank.com.au and follow the prompts. Or for the app, they need to search ‘My Medibank’ in the App Store of Google Play and follow the instructions.
We all hope COVID-19 is relatively short lived and we can go back to normal conditions later in the year. With this in mind, it is important to understand that if you close your cover, waiting periods may apply if you choose to take it out again at a later time. If you decide to downgrade your cover and then upgrade again later, you will need to re-serve waiting periods for any services that were not included on your lower cover and for any increased benefits. For hospital cover, these waiting periods include a 12 month waiting period applies for any pre-existing conditions or for hospital admissions for pregnancy and birth.
Whilst elective surgeries have been temporarily cancelled due to COVID-19, your private hospital insurance will still cover you for any urgent admissions, where the service is included or restricted on your policy and you have served any required waiting period.
Category 1 and some category 2 elective surgeries are still being performed – and for some our customers they will need their cover for those surgeries.
Things you should know
~ Hospital Covers Only. Waiting periods may apply. Suspended policies excluded. Some referred services may incur out of pocket costs.
^ Standard waiting periods apply. Overseas Health Cover excluded.
* Some referred services may involve out of pocket costs and waiting periods may apply
# Counsellors must be registered with Australian Counselling Association, Psychotherapy and Counselling Federation of Australia, Australian Traditional Medicine Society.
~ Check your cover summary to see if these services are included on your extras cover and if any waiting periods or annual limits apply.
Ŧ The financial relief options outlined on this page are only available to Medibank residential health members who have held their cover for at least three months. Members with Overseas Visitors Health Cover or Overseas Workers Cover should contact Medibank on 132 331, or on 134 148 if you are an Overseas Student Health Cover member, to discuss your membership. Additionally, the 'State of disaster temporary premium reduction' only applies to residents within a declared state of disaster in Australia.
While we hope you find the information on this webpage helpful, please note that it is general in nature. It is not health advice, and is not tailored to meet your individual health needs. You should always consult a trusted health professional before making decisions about your health care. While we have prepared the information on the webpage carefully, we can’t guarantee that it is accurate, complete or up-to-date. And while we may mention goods or services provided by others, we aren’t specifically endorsing them and can’t accept responsibility for them. For these reasons we are unable to accept responsibility for any loss that may be sustained from acting on this information (subject to applicable consumer guarantees).