Cybercrime updates and support

You can change your address, email, password, phone number and payment details quickly and easily on My Medibank, either online or on the app.

We've developed helpful guides on how to:

• Log in to My Medibank
• Change your login details (including your password)
• Change your contact details
• Change your payment method and
• Register for My Medibank

Data that has been impacted

If your data was accessed or stolen, you should have received a letter from us detailing what types of data were impacted and what support and advice we are providing.

We recommend that you remain vigilant.

There are a number of resources online which you can find on our Staying Safe Online page.

We will continue to support our current and former customers and providers who have been impacted by this crime through our Cyber Response Support Program, which includes mental health and wellbeing support, identity protection and financial hardship measures.

We unreservedly apologise to our customers and providers and recognise the distress this cybercrime has caused.

Our dedicated Cyber Response Support Program for our current and former customers and providers includes:

• A cybercrime health & wellbeing line (1800 644 325) – counsellors that have experience supporting vulnerable people (such as those at risk of domestic violence) and have been trained to support victims of crime and issues related to sensitive health information.
• Better Minds App – new tailored preventative health advice and resources specific to cybercrime and its impact on mental health and wellbeing, including tools for managing anxiety and fear, with additional phone based psychological support available.
• Hardship support for customers who are in a uniquely vulnerable position as a result of this crime which can be accessed via our contact centre team (13 23 31 for Medibank and international customers, or 13 42 46 for ahm customers).
• Specialist identity protection advice and resources through IDCARE’s purpose-built Medibank page.
• Free identity monitoring services for customers whose identity has been compromised as a result of this crime.
• Reimbursement of ID replacement fees for customers who need to replace any identity documents that have been compromised as a result of this crime.

Reach out for support

If you’re feeling distressed or anxious, please reach out. Along with calling the cybercrime health & wellbeing line, you can contact your GP or the following support services:

• Beyond Blue (1300 224 636 / beyondblue.org.au)

• Lifeline (13 11 14 / lifeline.org.au)

If there is an imminent threat to your safety call Triple Zero.