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Horrible customer service, it seems the people that works here does not like it at all. Long waiting calls.
Beware of this provider and don't trust online quoting. I got quoted 121 then charge 151 now charge 146. I told them I can send my transfer certificate because I have it, they say don't we will get it from your old provider (twice), it will take 2 weeks, I asked for an email address to send it anyway the answer on the chat was, we don't have an email address huh? A month later no changes, I spoke on the phone with an old man that it see...
Good customer service
Just had great experience over the phone, Nicholas was the attendant and was very helpful to backdate a suspension due to overseas travel. It’s the first time I had an insurer being helpful instead of using every opportunity to make your life hard, so big advantage there!
Claims by mail is terrible
For some claims they ask you to fill a form and send it by mail, taking your time and money. Why do they make our life harder? Why don't they allow us to do all the claims online?
And when you need to call then prepare yourself to listen to 20 automatic messages before you have an option to talk to someone.
I am a client for 6 years but Medibank is changing now and I will looking for another company.
Hopeless customer service
Website online log in not working and customer service terrible. Wasted so much time just trying to update credit card expiry date. Not only did the online system fail repeatedly when you finally get a person on the phone (Medibank claim it is a personalised expert consultant) you are forced to read out your credit card details to them which is very concerning from a security point of view and very unprofessional as an online system. Other companies manage a more secure system where the credit card information is recorded separately over the phone not to an individual. For such an expensive health service the customer service is woeful
Refused to pay ambulance fee
My daughter is on our medibank account around 18 months ago she was at a friend's house and required an ambulance. So far no problem the bill arrived as expected and we entered the information like policy number posted the claim job done. A month later a reminder arrived so I contacted the ambulance advised them that we had medical insurance they recommended we resubmit the claim to medibank, so I went to their office in Hurstville shopping centre waited in line sat down with the agent and resubmitted the claim. Thought now it's sorted, another...month passed now I receive another letter from ambulance threating legal action so I ring both the ambulance people and medibank turns out medibank refused to pay the claim due to a policy they have when I first posted the claim, the second claim well they simply lost that one. Finally had to post a third claim by registered post then I was hit with a late payment fee which I refused to pay after multiple phone calls finally managed to get that waived. As of right now my policy has been increased now paying over 600 per month, for two young adults and my wife and myself so over 7,200 per year thinking of simply cancelling everything and just paying a levy on my tax this is highway robbery.
Wait time on phone
I am called priority member and waiting desperately to talk to human being for last 27 minutes and counting.
If I am priority member then wondering what a Normal customer has to wait .
Long Delay On My Claim
It’s appalling to see that Medibank keeps holding up my claims for months now. After my surgery I submitted my bills expecting that they would react fast & settle the claims. But so far it’s dragging without any clue that they may pay my claims.
Medibank being a one of best reputed insurers in Australia has to work differently than this when they cater to their clients. Their service has to be focused on the interest of the clients. That’s essential but as I have understood that does not reflect on their service. That they have to improve fast for the betterment of their clientele.
Worst health provider ever
Long call waiting.
Call waiting more than 45 mins each time. Took the images during almost 30min mark.
BEWARE: when you sign up with Medibank, they will rip you by charging a fee to cancel the policy.
Usually the agents are helpful IF you get through.
Medibank will loop you into so many T&C’s that you will end up paying more than your own premium....I have been with Medibank with 4 yrs, horrible service. Fortunately Allianz came to rescue
Bern on the phone for so long , estimated waiting time is so wrong , it told me to wait 6 min 4 in the queue I waited for 15 mins over the estimated time and I gave up. Pointless imagen if you have to sort you problem and you calling from hospital. Horrible, also on line person gave up on because I was to slow typing on my mobile phone . I changed my mind by transferring from my carent provider ..
Offered us a discount in person. First bill comes and discount has disappeared. How convenient for them. No record on their end of the discount but I have the original statement. Still dealing with their customer service to try and get it applied. Hours of wasted time.
The call centre is awful .
The call centre is awful, waiting for hours to speak with someone regarding overcharges , the lady couldn’t provide answer or explanation . Like just couldn’t care less. Transferring me around , even more wait .
All they do is rip you off
in 24 years I have claimed less than 1000 up to 4 times and it gets knocked back with "oh sorry you are not covered" Its is time to leave this rot once and for all
Cover for aged care parent - edited and updated from 1 star to 3 stars
***The below has now been rectified, although this took months to sort out, in the end I have a resolution.
One lady in particular was extremely helpful and managed to get to the root of the issue to and arranged a refund and got us on the correct cover***
In 2020 I enquired cover for my aged care parent who is on a bridging visa from the UK on a reciprocal Medicare card. we explained this to the sales consultant in store at Morley WA. We were sold a policy my parent was not allowed due to having a reciprocal Medicare at $260 a month due to LH...C and increasing to $300 a month! LHC doesn’t affect reciprocal Medicare as I later found out, and due to the age of my parent we should have only paid $80. Called today to enquire and we get told a completely different story, Medibank need to train their employees better, to handle requests better. We cannot get a straight answer from Medibank. Personally, I believe the Medibank staff are not trained enough. I am really unimpressed! If Medibank wish to resolve this, please offer me a refund as you have wasted enough of my time.
PEC Approved But Claim Rejected
Got approval for Medibank for a Pre Existing Condition Report. Submitted it to an actual branch (staff member check correct paperwork and I included a copy of the approval PEC. Claim processed and denied. Rang to follow it up, was told it was escalated. No issue with claim, the automated “system” rejected the claim. (16/2/21) rand again on the 25/2 to be told another escalation sent though and should be paid within 14 days and reinstated on my membership logo. Rang again on 3/3/21, gave all the details again, still no escalation on pushing thro...ugh payment even though pre approved. Rang again tonight, apparently STILL in assessment. What is there to assess when the claim was pre-approved on the 1/2/21. Disgusting treating your customers with such disdain. Happy to take nearly $700 each month for membership though aren’t you.
Called one of the specialist team members regarding the cancellation of the policy and been told that my voice is not 'deep' enough to be identified as a male, and asked to visit the nearest store to verify my identity to proceed cancellation of the policy. Is this some kind of joke? I have never encountered such a situation where someone is questioning my gender based on my voice. Simply amazing, you could have asked security questions to verify or could have done something else other than to check the pitch, tone, volume of the voice to identify your customers. Very funny
Impossible to contact
I am looking to change my private health insurance or drop it altogether!!! Very expensive and for that you can no longer email them from your login site to ask questions and when you call no one answers I have left countless messages None ever returned…….
We lost a child and wife had to undergo a d&c procedure. Medibank made us to jump a few hoops to make a claim, we put the claim multiple times and we got 0 dollar reimbursed. It's not as if it's painful to have that incident, Medibank made it even worse by refusing a valid claim and blaming it on to the hospital.
Medibank rep approached me and helped us to resolve the issue. The claim went through and it was helped to untangle the miscommunication between the hospital and medibank. The customer rep Annete was very humane and gentle while helping us. Thank you.
Medibank is the best
Great value, quick process for my claims and I’ve been with Medibank since 2012
Not sure why they have low star ratings.
Customer services are also great.
I personally think they should have 5 stars rating
Medibank = Daylight robbery
It looks like Medibank has stooped to an all time low this time around literally lying to their customers.
I tried to get reimbursed for a claim made in October 2020 (it's Jan 2021 as of writing this). I contacted Medibank to confirm that the claim would be reimbursed at least twice before we went ahead with the specific medical test. I've been following up with them for 2 months and 4 phone calls (each where I was put on hold for at least 45 minutes) and was LIED to saying that the claim would be processed and it was only a matter of time unti...
Terrible experience closing my policy
Be aware that it will be a $50 administration fee when closing the policy, and they may try to mislead you before with an statement as "refunds will be processed after this fee". I cancelled my policy 5 days after my monthly payment and, right when the closure was effective, i was confirmed that no refunds will be done for the rest of the month.
Questions & Answers
If I pay for 12month cover before the April 1st can I get it at the current rate rather than the rate from April 1st.
Generally you can. However please don’t hesitate to send us a private message so that we can check your premium for you. Thanks, Anna
My husband has throat cancer. We can have the operation immediately if we pay the specialist $5000. Could we get any kind of medicare rebate on the amount as we are both elderly but in otherwise good health. My husband is in pain and the waiting list has lengthened due to the corona virus.
Well I take it you don’t have private health cover, I did and was basically forced into public If your catagory1 like me they said we must do within 30 days perhaps sera a more sympathetic doctor and beg him to get to catorgy 1 they cannot watch him die
Thanks for getting in touch. I just sent you a private message to see if there is anything we can do to help.
Please note, if your question was intended for Medicare please get in touch with Medicare at https://www.servicesaustralia.gov.au/individuals/contact-us.
Hi Anna, thank you for your message. The surgical team at John Hunter Hospital at Newcastle has taken care of my husband and he is down for surgery next Friday and it will be fully funded by Medicare. The relief for both of us has been dramatic. Hilda
Why do medibank doesn't have claims via email? It is always not possible for us to go to stores or post at this stage and submit our claims. It would help customers if you have some generic email to submit claims which other insurance companies offer like BUPA?
Thanks for your question. Most claims can be submitted via the My Medibank app.
If you need help accessing your online account, please don’t hesitate to send us a private message or contact our Contact Centre on 132 331 from 8 am to 8 pm Monday to Friday & Saturdays 9 am to 4 pm (AEST) for assistance. Thanks,
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