Medibank has announced a significant change to its membership card policy, moving to make digital cards the default option for its members.
The insurer said the transition is designed to address both environmental concerns and shifting customer preferences for digital solutions.
The company estimates that by 2030, this shift could prevent the issuance of over 1 million plastic cards. Medibank stated that the reduction in plastic card production and distribution is expected to lower its overall environmental impact, particularly in terms of waste and resource consumption.
While digital cards will become the standard, Medibank confirmed that physical cards will still be available for those who need them, including customers who require accessibility features due to vision impairment.
Medibank said the adoption of digital membership cards is intended to streamline the claims process for members.
With digital cards accessible through the My Medibank app, customers will be able to make claims immediately upon joining, rather than waiting for a physical card to arrive by post – a process that can take up to 10 business days.
Milosh Milisavljevic, Medibank’s chief customer officer, said the company has observed a growing preference among members for digital cards over traditional plastic ones.
“We’ve made this conscious decision to have digital cards as the default option when customers sign up to Medibank, rather than send them a physical card, which we’re seeing not being used,” he said. “By reducing the use of plastic membership cards, we’re taking a meaningful step toward a more sustainable future.”
The digital cards will be available to all members aged 16 and over, and can be viewed, downloaded, or stored on a device at any time.
The move to digital cards follows the release of Medibank’s 2025 annual report and sustainability summary.
The documents highlight a year of operational changes, including the creation of regional service hubs for Medibank and Amplar Home Health, as well as a simplified service model for ahm, the company’s digital health subsidiary.
Medibank’s report outlines ongoing efforts to enhance value for policyholders, including partnerships with hospitals and healthcare providers, and investments in home-based and virtual care. It has also piloted virtual nursing services in aged care settings, in collaboration with the federal government.
Medibank reported further integration of artificial intelligence into its business operations, supported by the introduction of an AI Governance Policy to address ethical, privacy, and risk issues.
The company also continued its “Work. Reinvented” program, which aims to increase staff autonomy and accountability.
On the environmental front, Medibank stated it has achieved Net Zero for Scope 1 and 2 emissions, and is now reassessing its decarbonisation plans following organisational changes. The company also updated its sustainability reporting framework, introducing a new summary and ESG databook after reviewing material issues and stakeholder feedback.
