Medibank has published its 2025 annual report and sustainability summary, outlining a year marked by operational restructuring and a continued focus on customer-centric initiatives.
The insurer reported that it reorganised its customer support operations, establishing regionally based service hubs for both Medibank and Amplar Home Health.
Meanwhile, ahm, Medibank’s digital health arm, adopted a streamlined service process, enabling frontline staff to manage customer queries and follow-ups directly.
Medibank said these changes were designed to “improve value for our customers, support more of their health needs, and drive the health transition our country needs.”
The company indicated that these adjustments aimed to deliver more responsive and effective service across its brands.
The report details Medibank’s efforts to enhance value for policyholders by strengthening relationships with hospitals, healthcare providers, and wellness partners.
The company continued to collaborate with private hospitals to develop new funding models and accelerate the adoption of innovative care approaches.
Notably, Medibank invested in expanding home-based care, virtual health services, and short-stay hospital programs, aiming to provide greater flexibility and convenience for patients.
One example cited is a virtual nursing pilot, undertaken in partnership with the federal government, which integrates virtual nursing support with traditional care in aged care facilities.
Medibank continued to integrate artificial intelligence (AI) into its operations, using the technology to simplify health journeys and personalise services.
The company introduced an AI Governance Policy, which sets out ethical, privacy, and risk management standards for AI deployment.
Internally, Medibank advanced its “Work. Reinvented” initiative, focusing on increasing employee autonomy and accountability.
The company also maintained partnerships with research institutions and community groups to address public health priorities and promote healthier lifestyles.
In the area of environmental sustainability, Medibank reported achieving Net Zero for Scope 1 and 2 emissions, a target originally set in 2021.
The company has since recalibrated its emissions baseline and is reviewing its decarbonisation strategy to reflect organisational changes.
Medibank also revised its sustainability reporting framework, introducing a new summary and ESG databook following a formal review of material topics and stakeholder expectations.
Medibank’s financial disclosures show growth in both resident and non-resident health insurance portfolios for the 2025 financial year. Resident policyholder numbers increased at twice the rate of the previous year, while non-resident coverage also expanded.
Retention rates outperformed industry averages, and customer advocacy reached its highest level in three years.
The insurer noted that more than half of its policyholders engaged with its health and wellbeing services, and participation in preventive and digital health programs doubled year-over-year.
The company allocated $50 million to mental health initiatives during the reporting period. Over the past eight years, Medibank reduced operating expenses by $122 million.
Its Medibank Health division contributed around 10% of total earnings, reflecting a 27% increase from the prior year.
The board declared a fully franked final dividend of 10.2 cents per share.
Medibank also released its final report on the 2022-2024 Reconciliation Action Plan (RAP) and Accessibility and Inclusion Plan (AIP).
The insurer worked with Wurundjeri Woi-wurrung Traditional Owners on the design of its Melbourne headquarters and collaborated with the Australian Indigenous Doctors’ Association to enhance cultural safety in healthcare.
The company exceeded its Indigenous procurement target, spending more than $7 million with Aboriginal and Torres Strait Islander businesses.
The AIP report highlighted improvements in recruitment and workplace accessibility, including maintaining Disability Confident Recruiter status and expanding programs for people with disability.
Medibank stated that new RAP and AIP strategies will be developed in consultation with employee networks, Indigenous stakeholders, and external partners.
