Had an issue with Medibank? Get a real response.
How to submit a complaint with Medibank
If you're unhappy with Medibank’s service, there are several efficient ways to lodge your complaint:
Phone: Call 132 331 (Mon–Fri 8am–8pm, Sat 9am–4pm AEDT) to speak directly with a support representative.
Online Form: Use Medibank’s official Feedback & Complaints form to clearly document your issue. Include your membership number and relevant details to expedite processing.
Email: Email your detailed complaint to complaint.update@medibank.com.au. This reaches Medibank’s Resolutions Team directly.
In App/Online Member Portal: Send secure messages via the My Medibank app or your online account for quick attention.
In Writing: You can write to Medibank's head office at GPO Box 9999, Sydney NSW 2001. (Check their website for current details.)
In Person: Visit any Medibank branch for face-to-face support from staff who’ll log your issue immediately.
🔖 Tip: Clearly state your problem, desired outcome, and attach supporting documents (emails, bills, claims). This helps achieve faster resolutions.
Medibank handles complaints transparently with clear timelines:
- Initial Resolution: Frontline staff attempt immediate solutions or respond within 10 business days, clearly explaining outcomes and reasons.
- Escalation to Case Manager: Complex issues go to the Customer Advocacy Team, with a dedicated case manager who independently reviews your complaint, keeps you informed, and ensures fairness.
- Resolution & Outcome: Once a resolution is reached (refund, policy update, compensation, apology), Medibank implements it promptly. If you’re not satisfied, they'll guide you to external escalation (like the Ombudsman).
Throughout the process, Medibank adheres to the Private Health Insurance Code of Conduct, ensuring respectful, transparent handling with no negative repercussions for complaining.
Common complaints against Medibank
Customers often report these frequent issues:
- Claims & Out-of-Pocket Costs: Unexpected charges, claim denials, or unclear waiting periods causing frustration.
- Service and Communication Problems: Long waits, dropped calls, misinformation, or unresponsive customer support.
- Billing & Administrative Errors: Incorrect charges, billing mistakes, or delayed refunds causing stress.
- Policy Changes & Premium Increases: Annual premium hikes and poorly communicated coverage changes.
- Privacy and Data Security: Concerns following the 2022 cyberattack and dissatisfaction with crisis communication.
- General Insurance Issues: Pre-existing condition waiting periods, hospital service exclusions, cancellation difficulties, or misinformation by staff.
Medibank complaints submitted through Ajust
I lodged a complaint after my claim was denied due to a policy exclusion that didn’t seem to fit my situation. I was relying on my cover and the decision left me under real financial pressure. It was frustrating not feeling heard, especially after everything I’d paid for. I just wanted Medibank to properly review the claim and explain the decision clearly. - Katherine
I’ve been complaining since August about an $823 refund that still hasn’t been returned, even though the issue was caused by a Medibank error on my travel insurance dates. Each follow-up felt like starting again, with no resolution. The money mattered, but so did the principle. I shouldn’t have to chase this long for a mistake that wasn’t mine. - Jennifer
I made a formal complaint because Medibank kept sending my wife’s private correspondence to my email, despite repeated requests to stop. She has a separate membership and asked for mail by post, but nothing changed. It’s been going on for years and felt like our concerns weren’t taken seriously. Basic privacy and communication shouldn’t be this hard. - Desmond
I went to the North Sydney Medibank branch during the day, only to find it closed for lunch with no clear notice. It might sound small, but it meant wasted time and another trip I didn’t have capacity for. I raised a complaint because access to in-person support should be reliable, especially when you plan your day around it. - Lee
How other consumers Medibank complaints got resolved
Billing Error Resolved via Escalation: A customer was incorrectly charged $800. After formal escalation and mentioning the Ombudsman, Medibank quickly refunded the amount.
Data Breach Communication Complaint: Customers initially frustrated by delayed communication post-cyberattack received improved responses, dedicated helpline assistance, free identity monitoring, and ongoing updates.
Positive Customer Service Outcome: Initially poor service was reversed by a different representative, who resolved the claim quickly, leaving the customer reassured and satisfied.
If initial attempts don’t work, escalate your complaint through clear steps:
- Step 1: Internal Escalation: Request review by Medibank’s Resolutions Team or a senior case manager. Explicitly state your ongoing dissatisfaction for higher-level attention.
- Step 2: External Escalation to Ombudsman: If internal escalation fails or takes too long, contact the Private Health Insurance Ombudsman (PHIO) for free independent mediation:
- Website: ombudsman.gov.au
- Phone: 1300 362 072
- Website: ombudsman.gov.au
🔖 Tip: Keep detailed records (dates, interactions, names) for effective escalation.
If unresolved, complaints can be escalated to external regulators:
- Private Health Insurance Ombudsman (PHIO): Handles unresolved insurance disputes free of charge.
- Contact: 1300 362 072 or visit ombudsman.gov.au.
- Contact: 1300 362 072 or visit ombudsman.gov.au.
- Australian Competition & Consumer Commission (ACCC): Report misleading or systemic issues at accc.gov.au. They handle major consumer rights infringements but refer individual cases to PHIO.
- Office of the Australian Information Commissioner (OAIC): Handles privacy complaints. Given Medibank’s recent data breach, OAIC is actively involved.
- Contact: oaic.gov.au or 1300 363 992.
- Contact: oaic.gov.au or 1300 363 992.
- Privatehealth.gov.au: Government resource for health insurance rights and policy information.
🔖 Note: Regulators like APRA and ASIC oversee broader compliance but do not resolve individual complaints directly.
- Medibank Feedback & Complaints Form – Official form for quick complaint submission.
- Customer Service Phone: 132 331 (Mon–Fri 8am–8pm, Sat 9am–4pm AEDT)
- Complaints Email: complaint.update@medibank.com.au
- Medibank Complaint Handling Policy (PDF) – Understand your rights and complaint timelines.
- Private Health Insurance Ombudsman – External mediation and complaint resolution. Phone: 1300 362 072
- PrivateHealth.gov.au – Clarify health insurance rights and standards.
Medibank Complaints FAQs
What’s the fastest way to get Medibank customer support without waiting on hold?
The fastest way is usually Medibank’s live chat through the My Medibank app or portal. Live chat runs extended hours and avoids peak phone queues, which can mean quicker responses. If you prefer calling, early mornings on weekdays typically have shorter wait times. Choosing the right channel upfront can save time, especially if you need a simple answer or update rather than a complex claim review.
Why do Medibank claims get delayed or rejected, and how can I fix it?
Claims are usually delayed or rejected due to missing information or policy exclusions. Checking your policy details and ensuring all documents are submitted correctly can prevent delays. If a claim is rejected, you can request a clear written explanation and ask for a review. Understanding the specific reason helps you decide whether to resubmit, escalate, or seek an external review.
How do I escalate a Medibank complaint if I feel ignored?
You can escalate by submitting a formal complaint through Medibank’s Feedback and Complaints process. Medibank generally acknowledges complaints within 5–10 business days. If the issue remains unresolved, you can take it to the Private Health Insurance Ombudsman for independent review. Escalation creates a formal record and increases the likelihood of a clear outcome or explanation.
Can I cancel my Medibank policy and get a refund?
Yes, Medibank allows you to cancel anytime and refunds unused premiums on a pro-rata basis. New or changed policies also come with a 30-day cooling-off period if no claims were made. Cancellations can be done by phone or through online member services. Knowing these rules helps you make confident decisions if your cover no longer suits your needs.
You’ve done your part, now it’s time to hold Medibank accountable.
Take the final step and submit a complaint that gets seen and responded to.