Need to contact Medibank and make sure they reply?
Medibank customer support overview
Medibank is one of Australia’s largest health insurers, serving about 3.6 million members nationwide. Established in 1976, Medibank offers multiple accessible customer service channels, including phone support, online chat through the My Medibank portal or app, and face-to-face assistance at retail stores Australia-wide.
Customers can call the dedicated member hotline at 13 16 80, open Monday–Friday 8am–8pm and Saturdays 9am–4pm (AEST). For added convenience, Medibank also provides extended-hours web chat (weekdays 8am–11pm, weekends 9am–9pm). Additionally, Medibank offers specialised support such as the 24/7 Nurse Support line for health advice anytime.
While Medibank has a "Medium" complaints rating relative to its size (reflecting typical challenges faced by large insurers) it’s been commended recently for customer service improvements, notably in the 2025 Finder Insurance Awards.
Medibank’s robust complaint-handling processes and longstanding market presence mean you can feel confident your concerns will be addressed, even though, like all insurers, it continues to strive for improvement.
Common Medibank customer issues and complaints
Medibank customers frequently report issues related to communication delays and claims processing frustrations. The primary complaints include:
- Long phone wait times, especially during peak hours, leaving members frustrated at the difficulty of reaching a human representative.
- Inefficient online chat, with some customers experiencing challenges getting timely responses or meaningful assistance from virtual assistants.
- Claims disputes, including unexplained claim rejections and out-of-pocket costs, creating confusion or feelings of unfair treatment.
- Administrative errors, such as unintended policy reactivations or billing mistakes, requiring persistent follow-up to rectify.
However, Medibank maintains formal procedures for complaint escalation, and the Private Health Insurance Ombudsman rates its complaints handling as average industry-wide, indicating reliable, if sometimes delayed, resolution processes. Customers are encouraged to escalate unresolved issues through Medibank’s Complaint Handling Policy or external channels like the Ombudsman if needed.
How to contact Medibank customer support
Medibank provides multiple straightforward ways to reach customer support quickly:
📞 By Phone – Speak to a Person
- Within Australia: Call 13 16 80 (Mon–Fri 8am–8pm, Sat 9am–4pm AEST)
- Overseas: Call +61 3 8622 5780
- Tip: Early morning calls typically have shorter wait times.
💬 Online Messaging (Live Chat)
- Available through My Medibank portal/app
- Hours: Mon–Fri 8am–11pm, Sat–Sun 9am–9pm AEST
- Ask for a human agent if the chatbot doesn’t resolve your issue.
🏢 In Person – Medibank Stores
- Visit one of many Medibank retail stores for face-to-face assistance.
- Locate your nearest store using Find a Medibank Store.
📩 Feedback or Complaints
- Submit feedback or complaints via the Feedback & Complaints Form or email the customer solutions team.
- Complaints are usually acknowledged within 5–10 working days.
🌐 Additional Channels
- Engage via Medibank’s social media channels (Facebook/Twitter) for quick guidance or redirection.
- Extensive FAQ available at Medibank’s Help Centre for immediate answers.
🔑 Accessibility Support
- For special accessibility needs (hearing/speech impairment), use the National Relay Service with Medibank’s numbers (13 11 26 for general enquiries or 13 16 80 for insurance queries).
Medibank key customer policies: refunds, returns, cancellations and more
Medibank provides clear policies designed to give customers peace of mind:
- Refunds & Cooling-Off: A 30-day cooling-off period lets new customers or those changing policies receive a full refund if no claims have been made. Beyond this, Medibank refunds unused premiums (less admin fees, if applicable) when policies are cancelled mid-term.
- Cancellations: Cancel anytime by phone or via online member services. Medibank refunds unused premiums pro-rata upon cancellation.
- Claims & Service Guarantees: Medibank commits to promptly processing claims and transparently addressing any errors or issues, in line with industry standards and the Private Health Insurance Code of Conduct.
- Shipping of Documents/Cards: Membership cards and welcome packs are shipped free via Australia Post, with digital cards available immediately via the My Medibank app.
- Complaint & Refund Policy: Medibank outlines formal complaint resolution processes and commits to addressing and correcting any confirmed overcharges or premium errors promptly.
Medibank complaints submitted through Ajust
My claim was denied on the basis of a policy exclusion, leaving me frustrated and financially strained. I relied on my cover to pay necessary expenses and now face an unexpected burden. I’ve asked Medibank to review the decision and reimburse the costs because I believe the exclusion doesn’t apply. I need a clear explanation and prompt resolution. - Katherine
I’ve been trying since 09/08/2024 to get a refund of $823.46 after an error on my travel insurance booking—the customer service officer entered the wrong date. This has been ongoing for months and has added stress and financial strain. I need Medibank to process the refund and confirm when the money will be returned. - Jennifer
For years Medibank has been sending my wife’s membership correspondence to my email despite multiple requests to stop. I’ve asked several times for her letters to be posted to her own address, and to stop sharing them with me, but nothing has changed. This is a serious privacy and communication issue that needs to be corrected immediately. - Desmond
Recent experiences with Medibank customer service
Positive Experiences: Customers frequently praise Medibank for quick and empathetic support, highlighting efficient resolutions, especially during stressful medical events. Some reviews appreciate Medibank’s thorough follow-up when issues are escalated.
Challenges Encountered: Delays in response, especially via phone, have been commonly reported, requiring persistence and sometimes escalation. However, most members noted that issues were resolved effectively once connected with the right representative.
Official Medibank Customer Service Links & Contact Information
Here are Medibank’s official resources for direct, reliable assistance:
- 📞 Medibank Contact Us – Central support hub.
- 🏬 Find a Medibank Store – Locate retail branches.
- 📝 Feedback and Complaints Form – Submit formal complaints.
- 🩺 Medibank Nurse Phone Service (1800 644 325) – 24/7 nurse support.
- 🔒 My Medibank Online – Secure member portal.
- 📖 Medibank Help Centre – FAQs and support articles.
- 📚 Medibank Member Guide – Detailed policy terms.
- 📑 Medibank Complaints Policy (PDF) – Official complaint handling policy.
- ⚖️ Commonwealth Ombudsman – Private Health – External dispute resolution if unresolved.
Medibank Contact FAQs
What’s the fastest way to get Medibank customer support without long wait times?
The fastest way to reach Medibank support is usually through the My Medibank live chat during extended hours. It avoids peak-time phone queues and gets you connected quicker. If chat feels slow, calling early in the morning often means shorter waits. This helps time-poor consumers, especially parents and busy professionals, get support without wasting hours on hold.
Why are Medibank claims sometimes delayed or rejected, and what can I do about it?
Claims delays or rejections typically happen due to missing information or policy exclusions. Medibank processes follow industry standards, so checking your policy details can prevent surprises. If a decision seems unclear, ask Medibank for a written explanation and request a review. Understanding the reason behind a rejection gives you clarity and confidence in your next step.
How do I escalate a Medibank complaint if I feel ignored or stuck?
You can escalate by lodging a formal complaint through Medibank’s Feedback & Complaints Form, which they aim to acknowledge within 5–10 business days. If the issue isn’t resolved, the Private Health Insurance Ombudsman provides an external review. Escalating gives consumers a clear pathway forward and ensures your concern is formally recorded and addressed.
Can I cancel my Medibank policy and get a refund if I’m not happy?
Yes, you can cancel anytime and receive a refund for unused premiums, and new or changed policies come with a 30-day cooling-off period if no claims were made. Medibank processes cancellations via phone or online services. Knowing these refund rules helps you make confident, stress-free decisions about staying with or leaving your policy.
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