Frequently asked questions

Keeping your data safe is important to us. We make every effort to store your personal information securely and protect it, and we also work to make sure the information is accurate, complete, up-to-date and relevant.

For details about how we hold your information, please view our Privacy Policy.

There’s a range of people and organisations we may share your personal information with. We do this to comply with the law, to provide you with products and services, or both. The people and organisations can include other companies in the Medibank Group, our agents and advisors, health service and other providers, government agencies, and other authorised people on your policy.

To read the full list of people and organisations we share your information with, please view our Privacy Policy.

Please rest assured that we don’t sell your personal information, either to our market partners or anyone else.

We only share your personal information as and when legally permitted. You can find out more about who we share your information with and why in our Privacy Policy.

We collect personal information in a number of ways. This can include from you, authorised people on your policy, or someone who’s authorised to give us information on your behalf. We may also collect information from other sources like hospitals and health providers, or agents, like your migration agent if you’re an overseas customer.

We collect your personal information at different times. This can include when you complete one of our application forms, contact us, submit a claim, or visit our website.

To read all the ways we collect your information and when, please view our Privacy Policy.

Your health data can’t be used to raise your premium.

Health insurance in Australia is community rated. This means we can't charge a person more – or less – because of their health history. 

Learn how your premiums are calculated.

Learn more about why and how premiums change.

Read more about community rating at health.gov.au

You can manage your communication preferences on My Medibank, either online or on the app. 

Once you're logged in, you can:

• Update your personal information.
• Review your communication settings and choose which notifications you want to receive.
• Update your password. 

On the My Medibank app:

• Log into the My Medibank app.
• Tap on “Me”.
• Tap on “Manage your account”.
• Review “Communication preferences”. Tap on each type of communication to choose how we may communicate with you.

On My Medibank online:

• Log into My Medibank online.
• Click on “Me” at the top of the page.
• Review “Communication preferences” on the left side of the page. Click on each type of communication to choose how we may communicate with you.

If you've been scammed, there are organisations that can help:

• Scamwatch: a government website with information about new and emerging scams.
• ReportCyber: Australia's national online crime reporting agency.
• IDCARE: a not-for-profit organisation that provides support to victims of identity theft and cybercrime.
• Your bank or financial provider: If you were scammed using your bank account or credit card, you should contact your bank or credit card company immediately. They will be able to cancel your card and issue you with a new one.

Members with hospital cover^¥¥ can chat to experienced and qualified mental health professionals over the phone to discuss any mental health questions and get advice on what to do next, 24 hours a day, 7 days a week on 1800 644 325.

First, take a moment to breathe. It’s not your fault that you were targeted, and there’s no need to be ashamed.

Next, gather as much information as you can about the scam. 

This includes:

• What happened?
• When did it happen?
• Who contacted you?
• How did you respond?

Once you have this information file a report at ReportCyber. 

To help inform others about new and emerging scams, report to Scamwatch.

For further support reach out to:

Beyond Blue

1300 22 4636 or online chat (24 hours a day, 7 days a week)

Lifeline

13 11 14 or online crisis support chat (24 hours a day, 7 days a week)

If you've clicked on a suspicious link, it's important to act quickly. 

Here’s what you can do:

• Disconnect your device from the internet. This will prevent any malware (malicious software) from spreading to other devices on your network or stealing your personal information.
• Scan your device for any viruses or malware that may have been downloaded when you click the link. (You may need to download and install an antivirus program to do this if you don’t have one already.)
• Change your passwords for all your online accounts, including My Medibank.
• Monitor your bank account for any suspicious activity.
• File a report at ReportCyber.

We'll never contact you to demand money or ask for your password or sensitive information, or call you outside our business hours unless we’ve previously arranged it with you. (If you have previously placed a security question or PIN on your Medibank account, we’ll use this to confirm your identity every time you contact us.) 

Some more tips: 

• If the caller is threatening you or pressuring you to make a decision, hang up the phone. 
• Never let anyone control your accounts or devices remotely unless you have verified their identity.
• If the caller makes an offer that sounds too good to be true, it probably is. 
• If you’re unsure about the identity of the caller, hang up and call us directly on 132 331. 

If you’re ever unsure about who’s calling you, don't answer. They can leave a voicemail if it’s important.

Visit our How to protect yourself page for more information.

Here are a few ways to manage your settings in the My Medibank app or on My Medibank online:

• Log in securely. Only log in to your account from a secure internet connection. Avoid logging in to your account from public computers or devices, or while using public Wi-Fi. If you’re using My Medibank online make sure the URL is members.medibank.com.au.
• Regularly review your account activity. If you see anything unusual, contact us immediately.
• Review your communication preferences to manage how we contact you. 
• Update your password regularly. Use a strong, unique password or passphrase. Learn how to update your My Medibank password.

If you ever feel unsafe online, file a report at ReportCyber. 

To help inform others about new and emerging scams, report to Scamwatch.

A strong password is difficult for hackers to guess and it can help to keep your accounts safe from unauthorised access. Learn how to create a strong password.

Learn how to change your My Medibank password.

Multi-factor authentication (MFA) is a process that requires members to verify their identity in two or more ways. It protects your account by making sure you are who you say you are. 

We use MFA when you:

• Call us.
• Change your account information.
• Update your bank account details.
• Update your personal details.
• View or download your tax statement.
• View your inbox on My Medibank online.