Need to contact

Medibank

and make sure they reply?

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.

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.

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 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.