Cyber event updates and support | Medibank
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Cyber event updates and support
Important information and advice on how to navigate the recent cyber event
Call wait times
Our staff are handling a high volume of incoming calls at this time. Call wait times may be in excess of 30 minutes. Please note that if we find your data has been stolen or accessed, we will notify you - via email or post - as soon as possible with specific advice and support.
Customer support icon
Help and support
Find information about how we are providing support for affected customers.
Find out more
Latest updates
Latest updates
Up-to-date information and news as our investigation continues.
Check updates
FAQs
Find the answer to some common questions our customers are asking.
View FAQs
Important information
Staying safe online
Helpful resources and advice on protecting your information, and being vigilant to scams.
Find out more
Updated 04 November 2022
What has happened?
The Medibank Group was recently the target of a cybercrime that has resulted in customer data being accessed and/or stolen from our systems.
Our investigation has now established that the criminal had access to:
All Medibank customers’ personal data and significant amounts of health claims data
All ahm customers’ personal data and significant amounts of health claims data
All international student customers’ personal data and significant amounts of health claims data
How we are responding
We acknowledge how distressing this will be for our customers and apologise unreservedly.
Our priority is to continue working to understand the specific data that has been accessed and/or stolen for each of our customers (both current and former) so that we can contact them directly to let them know.
If we find your data has been stolen and/or accessed, we will notify you as soon as possible by email or post,, which will include specific advice and support.
We have a Cyber Response Support Program for customers which includes:
Mental health and wellbeing support available through Medibank’s 24/7 support line 1800 644 325 – this is available for all customers (Medibank international students call 1800 887 283 and ahm international students 1800 006 745)
Hardship support for customers who are in a uniquely vulnerable position as a result of this crime. Our contact centre team will be able to provide direct access to the support we have available
Specialist identity protection advice and resources through IDCare’s dedicated Medibank page – available for all customers
Free identity monitoring services for customers who have had their primary ID fully compromised in this crime. If your primary ID has been fully compromised, we will let you know (by letter or email), which will also include directions on how you can engage this service
Reimbursement of replacement fees for customers whose identity documents have been fully compromised in this crime. If your identity documents have been fully compromised, we will let you know (by letter or email), which will also include directions on how you can seek reimbursement of these costs from Medibank.
Premium increases have been deferred for Medibank and ahm customers. These were scheduled to rise on 1 November 2022, and will now occur on 16 January 2023.
We have established specialised teams to help our customers who receive scam threats. Medibank customers should send any suspicious emails or texts to [email protected], while ahm customers should email [email protected].
We are also working with all Australian banks and relevant government departments to help them take additional steps to increase monitoring of affected customers' accounts.
We are extending the operating hours of our contact centre this weekend
Our contact centre will be open:
9am – 4pm (AEDT) on Saturday 5 November
9am – 2pm (AEDT) on Sunday 6 November
If you have any enquiries, please contact 13 23 31
Answers to your important questions
When will I know if my data has been compromised?
What type of information has been accessed?
What can I do now to protect myself?
How can I update my personal details?
How are you supporting affected customers?
Back to top
View this page in languages other than English
Chinese (Simplified)
Chinese (Traditional)
Khmer
Vietnamese
ahm health insurance cyber event updates
Get the latest updates about the cyber event affecting ahm health insurance.
Visit the ahm cyber event page
Have questions?
Our team of experts are ready to help!
Or, check out our FAQs and guides to help get you started.
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Medibank acknowledges Aboriginal and Torres Strait Islander peoples as the First Peoples of this nation. We proudly recognise Elders past, present and emerging as the Traditional Owners of the lands on which we work and live. We’re committed to supporting Indigenous self-determination and envision a future where all Australians embrace Aboriginal and Torres Strait Islander histories, cultures and rights as a central part of our national identity.
Copyright © 2022 Medibank Private Limited. All rights reserved. ABN 47 080 890 259.
Privacy Policy Legal information
Medibank home page
Insurance
Health
Travel
Pet
Life
Health support
Health & wellbeing
About Medibank
Help & support
Find a provider
Search
Log in
Cyber event updates and support
Important information and advice on how to navigate the recent cyber event
Call wait times
Our staff are handling a high volume of incoming calls at this time. Call wait times may be in excess of 30 minutes. Please note that if we find your data has been stolen or accessed, we will notify you - via email or post - as soon as possible with specific advice and support.
Customer support icon
Help and support
Find information about how we are providing support for affected customers.
Find out more
Latest updates
Latest updates
Up-to-date information and news as our investigation continues.
Check updates
FAQs
Find the answer to some common questions our customers are asking.
View FAQs
Important information
Staying safe online
Helpful resources and advice on protecting your information, and being vigilant to scams.
Find out more
Updated 04 November 2022
What has happened?
The Medibank Group was recently the target of a cybercrime that has resulted in customer data being accessed and/or stolen from our systems.
Our investigation has now established that the criminal had access to:
All Medibank customers’ personal data and significant amounts of health claims data
All ahm customers’ personal data and significant amounts of health claims data
All international student customers’ personal data and significant amounts of health claims data
How we are responding
We acknowledge how distressing this will be for our customers and apologise unreservedly.
Our priority is to continue working to understand the specific data that has been accessed and/or stolen for each of our customers (both current and former) so that we can contact them directly to let them know.
If we find your data has been stolen and/or accessed, we will notify you as soon as possible by email or post,, which will include specific advice and support.
We have a Cyber Response Support Program for customers which includes:
Mental health and wellbeing support available through Medibank’s 24/7 support line 1800 644 325 – this is available for all customers (Medibank international students call 1800 887 283 and ahm international students 1800 006 745)
Hardship support for customers who are in a uniquely vulnerable position as a result of this crime. Our contact centre team will be able to provide direct access to the support we have available
Specialist identity protection advice and resources through IDCare’s dedicated Medibank page – available for all customers
Free identity monitoring services for customers who have had their primary ID fully compromised in this crime. If your primary ID has been fully compromised, we will let you know (by letter or email), which will also include directions on how you can engage this service
Reimbursement of replacement fees for customers whose identity documents have been fully compromised in this crime. If your identity documents have been fully compromised, we will let you know (by letter or email), which will also include directions on how you can seek reimbursement of these costs from Medibank.
Premium increases have been deferred for Medibank and ahm customers. These were scheduled to rise on 1 November 2022, and will now occur on 16 January 2023.
We have established specialised teams to help our customers who receive scam threats. Medibank customers should send any suspicious emails or texts to [email protected], while ahm customers should email [email protected].
We are also working with all Australian banks and relevant government departments to help them take additional steps to increase monitoring of affected customers' accounts.
We are extending the operating hours of our contact centre this weekend
Our contact centre will be open:
9am – 4pm (AEDT) on Saturday 5 November
9am – 2pm (AEDT) on Sunday 6 November
If you have any enquiries, please contact 13 23 31
Answers to your important questions
When will I know if my data has been compromised?
What type of information has been accessed?
What can I do now to protect myself?
How can I update my personal details?
How are you supporting affected customers?
Back to top
View this page in languages other than English
Chinese (Simplified)
Chinese (Traditional)
Khmer
Vietnamese
ahm health insurance cyber event updates
Get the latest updates about the cyber event affecting ahm health insurance.
Visit the ahm cyber event page
Have questions?
Our team of experts are ready to help!
Or, check out our FAQs and guides to help get you started.
Insurance
Health insurance
Corporate health cover
Overseas students (OSHC)
Visitors & working visa
Travel insurance
Pet insurance
Life insurance
Funeral insurance
Useful links
My Medibank
Live Better
For providers
For suppliers
About
About Medibank
Newsroom
Careers
Sustainability
Investor centre
Connect with us
Help & support
Contact us
Find a store
Find a provider
Feedback & complaints
Medibank acknowledges Aboriginal and Torres Strait Islander peoples as the First Peoples of this nation. We proudly recognise Elders past, present and emerging as the Traditional Owners of the lands on which we work and live. We’re committed to supporting Indigenous self-determination and envision a future where all Australians embrace Aboriginal and Torres Strait Islander histories, cultures and rights as a central part of our national identity.
Copyright © 2022 Medibank Private Limited. All rights reserved. ABN 47 080 890 259.
Privacy Policy Legal information
