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The Medibank Mobile App makes it easy to claim for dental, physiotherapy, optical and chiropractic services wherever you are 24 hours a day, 7 days a week.
Online Member Services (OMS) is a facility established and maintained by Medibank Private Limited ACN 080 890 259 (MPL), its wholly owned subsidiaries Fitness2live Pty Limited ACN 138 752 815 (Fitness2Live) and Medibank Health Solutions Telehealth Pty Ltd ACN 069 396 792, and MPL’s other related bodies corporate (together Medibank/we/us/our) at medibank.com.au for access and use by MPL’s private health insurance members whose premiums paid are up to date (you/your).
1. Eligibility for access
To be eligible to register to access, and to access, OMS you must be 16 years of age or older. If you are under 18 years of age, you will only be able to access selected services within Health Hub.
Medibank has the sole right to determine your eligibility for access, the extent of your access and the level of services available via OMS (including Health Hub).
2. Your Security ID (Login ID, Password and the security question and answer)
Your Security ID enables you and Medibank to prevent unauthorised access to your personal details. You are entirely responsible for its use and you must keep it confidential at all times. You may not permit anyone else to use your Security ID. You must advise us immediately if you believe that there has been unauthorised use of your Security ID.
We are entitled to assume (and we will assume) that you are the user whenever your Security ID is used to access OMS. Please notify us immediately if you become aware of any unauthorised access to or use of your Security ID.
To protect the integrity of your Security ID, we require you to log out of your secure session before you browse away from OMS, or before you leave your computer unattended, by clicking the "Logout" link.
Any individual registration permits access on a single computer at any one time, using the Security ID for that registration. You may use any number of machines to access OMS from time to time, but will only be able to log on to OMS (including Health Hub) on one machine at any one time.
3. Communications via OMS
We use the OMS web pages and messaging facility to communicate membership information and information which may be of interest to you as a MPL private health insurance member (which includes, amongst other things, health-related information and information related to products and services offered by Medibank and third parties). If you use Health Hub, we may also email you:
Medibank reserves the right to communicate with you by methods other than OMS, or in addition to OMS, even where you have indicated a preference to receive information via OMS.
4. Appropriate use of OMS
You must not use or attempt to use OMS to:
Medibank makes OMS available to you on the basis that you will act appropriately and responsibly. If you do not, you must bear full responsibility for your actions.
You acknowledge that we can suspend or terminate your use of OMS (including Health Hub) if we reasonably believe that your use of OMS (or Health Hub) is interfering with any services provided by us to any members or you permit anyone else to use your Security ID.
Health Hub is provided by MPL's subsidiaries. Certain Health Hub services are intended to help manage or prevent a disease, injury or condition. MPL will pay the provider of these services a fee on your behalf for any such services provided to you. There will be no out-of-pocket costs to you for your use of these services. There are no fees for any other services provided on OMS.
Medibank provides links to other sites on the World Wide Web. Some of the internet sites you visit through these links may raise charges for the content, goods or services they provide. Costs, taxes or other charges you incur when visiting these websites are your sole responsibility.
6. Intellectual property rights
You acknowledge that all intellectual property rights (including copyright) in the content, layout, design, concept, graphics, software and organisation of OMS (Medibank Materials) is owned by or licensed to Medibank.
You may not otherwise copy or change the Medibank Materials, and must not adapt, communicate, sell, or otherwise deal with the Medibank Materials. You must not:
If you complete any online documents on OMS or in materials accessed via OMS, Medibank will own all rights in the content that you enter into those documents. Completing those online documents, does not transfer any intellectual property rights in those online documents to you.
"Medibank" and all related graphics, photographs, logos, and product and service names are trade marks (both registered and unregistered) of Medibank or its affiliates. These trade marks, logos and other proprietary graphics may not be used in connection with any other product or service without Medibank's express prior written consent. You must not tamper with or commercially use any trade mark, logo or names (including business names and domain names), appearing on this website or in materials accessed via this website.
You acknowledge and agree that:
OMS is provided to you on "as is" and "as available" basis and may, from time to time, contain errors, faults and inaccuracies. Subject to the consumer guarantees provided for in consumer protection legislation (including the Australian Consumer Law), we and all third parties who have provided material for inclusion on OMS (Content Providers), make no representation and provide no express or implied warranty or guarantee about the security of OMS, the safety of any file or software associated with it (such as safety from any virus or defects including those that could damage or interfere with any data, software or hardware with which it might be used) or that access to OMS will be uninterrupted.
The content of OMS is general and provided for information purposes only. Subject to the consumer guarantees provided for in consumer protection legislation (including the Australian Consumer Law), we and all Content Providers do not give any express or implied warranties and make no representations in relation to OMS. In particular, while reasonable care is taken in its preparation, Medibank and its Content Providers do not guarantee or warrant the accuracy, quality, completeness, reliability or currency of OMS (including any errors in or omissions from the content of OMS), or of any Medibank or third party websites, materials, information, products or services promoted or accessed via OMS, or their usefulness in achieving any purpose. Information on OMS should not be used without validating that information from appropriate sources and obtaining professional (including medical) advice where it is prudent to do so. You should make and rely on your own assessment and enquiries to verify the accuracy of the information provided.
Medibank does not provide telecommunications services and does not warrant that you will have continuous access to OMS or that it will be supplied fault free. Medibank will not be liable in the event that OMS is unavailable to you due to computer downtime attributable to malfunctions, upgrades, preventative or remedial maintenance activities or interruption in telecommunications supply. Medibank reserves the right to suspend or terminate the availability of OMS at any time.
You agree to access and use OMS, including its content and services, entirely at your own risk.
Medibank makes no claims that OMS (including the content and services such as Health Hub) are appropriate, legal or may be downloaded outside Australia. Access to OMS, Health Hub and other content and services may not be legal by certain persons or in certain countries. If you access OMS from outside Australia, you do so at your own risk and are responsible for compliance with the laws of your jurisdiction.
All results from the calculators in relation to private health insurance cover are simulations which are indicative approximations only and are neither a quote nor a pre-qualification for cover.
8. Limitation of liability
Subject to the consumer guarantees provided for in consumer protection legislation (including the Australian Consumer Law), Medibank and its officers, employees, agents and Content Providers accept no liability for any loss, damage, illness or injury (including any loss of profits or income, business interruption or loss or corruption of data or other information):
9. Privacy Statement
MPL is committed to protecting the privacy of your personal information.
(a) Requirements of the privacy legislation
MPL is required to comply with the Privacy Act 1988 (Cth) (Privacy Act) which regulates how personal information is handled from collection to use and disclosure, storage, access and disposal.
Personal information is information or an opinion, in any form and whether true or not, about an individual whose identity is apparent or can reasonably be ascertained from the information or opinion. It includes your name, age, gender, contact details as well as your health information (which is also sensitive information).
(b) Collection of personal information
MPL will only collect personal information about you by lawful and fair means and not in an unreasonably intrusive manner. The types of personal information MPL may collect include:
MPL collects your personal (including sensitive) information to provide you with products and services, including insurance, health related services, information on other products and services offered by MPL, one of MPL's subsidiaries or a third party, and to facilitate and assess the provision of health related services to you by MPL, MPL's subsidiaries and third parties.
MPL may collect your personal (including sensitive) information from you, another person covered by your private health insurance membership or a person authorised to provide this information on your behalf. MPL may also collect your personal (including sensitive) information from a subsidiary or a third party (for example, a hospital or other health service provider, employer, educational institution, government agency or adviser that has dealt with you).
(c) How will we use your personal information?
MPL will use your personal (including sensitive) information for the purposes for which it collects it as described above, including to:
(d) Who will we disclose your personal information to?
In order to carry out the above purposes, MPL may disclose your personal (including sensitive) information to persons or organisations (which may be located overseas) such as:
The above parties may also collect personal (including sensitive) information directly from you.
MPL may disclose your personal information to other persons covered by your private health insurance membership as part of administering the membership and paying benefits. This may include the disclosure of sensitive information about benefits claimed by you under your policy.
From time to time, MPL may also use your personal (including sensitive) information to contact you (including by telephone call, text message or email) in relation to other products or services MPL thinks may be of interest to you. This may include MPL's own products and services, the products or services of a MPL subsidiary or the products or services of third parties. You may withdraw your consent to these specific uses and disclosures by calling us on 132 331, visiting one of our stores, or accessing the Manage My Preferences page within the Online Member Services facility
MPL will handle all personal (including sensitive) information it collects from third parties about you for the purposes described in this clause 9. MPL's range of products and services and its functions and activities, as well as those of its contracted service providers, may change from time to time.
If you do not provide personal information requested of you to MPL, MPL may be unable to provide you with insurance cover, pay you benefits or provide you with or facilitate the provision of other services.
(e) What health related services are provided by Medibank subsidiaries?
This subclause 9(e) applies only to health related services provided to MPL's private health insurance members by MPL's subsidiaries. MPL engages its subsidiaries to provide such services to MPL private health insurance members including telephonic services, chronic disease and health management programs and online health related services (such as Health Hub).
As indicated above, MPL's subsidiaries may collect and use your personal (including sensitive) information to provide these services to you including to:
MPL's subsidiaries may collect your personal (including sensitive) information directly from MPL and/or other MPL subsidiaries, you or a person authorised by or responsible for you.
If you use health related services, MPL's subsidiaries will disclose your personal (including sensitive) information to MPL in order for MPL to pay benefits for health related services and to review, develop and improve the services.
In order to perform the above functions, MPL's subsidiaries may disclose your personal (including sensitive) information to MPL, each other and to third parties such as their agents, service providers and professional advisors, health service providers, persons authorised by or responsible for you, and to other parties to whom they are authorised or required by law to disclose information including government agencies, and these parties may collect that information.
In addition to the collections, uses and disclosures described above, MPL's subsidiaries may also disclose your personal (including sensitive) information to MPL and each other in order for MPL and them to assess from what other services you may benefit and to facilitate the provision of such services. MPL may also disclose your personal (including sensitive) information to MPL's subsidiaries so the Medibank Group may have an integrated view of MPL's members and provide you a better and personalised service. MPL subsidiaries may use your personal (including sensitive) information to contact you (including by telephone call, text message or email) in relation to their services. You may withdraw your consent to these specific collections, uses and disclosures at any time by calling us on 132 331, visiting one of our stores, or accessing the Manage My Preferences page within the Online Member Services facility.
(f) How do we manage the data quality and security of your personal information?
To the extent required by the Privacy Act, MPL will take reasonable steps to:
MPL will generally provide individuals with the option of not identifying themselves when entering transactions when it is lawful and practicable to do so. However, on many occasions MPL will not be able to do this. For example, MPL will need your name and address in order to provide you with private health insurance coverage.
(h) Use of Commonwealth Government identifiers
MPL will not use Commonwealth government identifiers, such as Medicare numbers, as its own identifier of individuals. MPL will only use or disclose such identifiers in the circumstances permitted by the Privacy Act.
(i) Transfer of personal information overseas
If MPL transfers your personal information outside Australia, it will comply with the requirements of the Privacy Act that relate to transborder data flows.
(j) Access to your information and contacting MPL
MPL will allow you to access and correct personal information it holds about you as required by law. If you have any queries about how MPL handles your personal information, or would like to request access to or to correct that information, please write to: Privacy Officer, Medibank Private Limited, 16/700 Collins Street, Docklands, Victoria 3008 or firstname.lastname@example.org.
In some circumstances, MPL may not permit you access to your personal information, or may refuse to correct your personal information, in which case MPL will provide you reasons for this decision.
(k) Application of the Medibank Group's Privacy Policies
If you are the person responsible for the management of your private health insurance membership, you must ensure that your partner and dependant children are aware of and consent to how their personal (including sensitive) information is handled under this clause 9. You and your partner and dependant children (if any) should not provide any personal (including sensitive) information unless you and they consent to it being handled in accordance with this clause 9.
(l) Further information
Further information about the application of the Privacy Act can be found at the website of the Office of the Australian Information Commissioner at www.privacy.gov.au.
If you have any concerns or complaints about the manner in which your personal information has been collected or handled by MPL, please contact the Privacy Officer whose contact details appear in clause 9(j).
10. Claims functionalities
OMS may allow you to access certain information about claims you have submitted to MPL and/or claim limits. These functionalities may vary from time to time at MPL's discretion including, without limitation, in relation to different treatments or services, treatment or service categories and MPL private health insurance products.
Claims information, including claim limits, displayed through OMS may not be accurate, complete or up to date. In relation to claim limits, sub-limits and waiting periods may apply and these may not be displayed through OMS. Benefits are not payable by MPL until applicable waiting periods have been served.
Each time you lodge a claim via OMS, you are declaring and agreeing that:
* Benefits are not payable where the relevant member has, or may have, an entitlement to receive compensation or damages. In such circumstances, MPL expects that the relevant member will pursue that entitlement. MPL may make provisional benefit payments on application, subject to MPL’s Fund Rules and policies, but the relevant member must agree to repay such payments, in full, from their final settlement. If a claim for which benefits have been paid appears at a later point in time to be one in respect of which an entitlement to compensation or damages exists, MPL reserves the right to recover the amount of benefits paid.
^ MPL’s terms and conditions of membership are contained in the Fund Rules (for members with resident covers and Visitors Covers) and the OSHC Membership Guide (for members with Overseas Student Health Cover). You can view a copy of these documents online at medibank.com.au. Rules and benefit levels may change from time to time. If you anticipate treatment or a procedure for which you are expecting a benefit from MPL, please contact us before commencing treatment to establish whether the benefit you expect will be paid.
11. Using Health Hub
Health Hub's content and services are provided in good faith. Reliance on and use of any content or services provided on Health Hub, including information provided by Medibank, its employees, agents or contractors or by others, is solely at your own risk.
Subject to the consumer guarantees provided for in consumer protection legislation (including the Australian Consumer Law), we and all Content Providers accept no responsibility for any medical events, injuries, illness or other outcomes related to or resulting from the provision or use of Health Hub.
The content in, and the services offered through, Health Hub are not intended to and should not be used to:
The information exchanged through your use of Health Hub is confidential and intended solely for you for whom the specific services through Health Hub are provided.
You must recognise the limitations of consultations without physical examination or investigation. An appointment with your own treating doctor would provide you with the opportunity to ask your doctor questions and for your doctor to conduct a physical examination. You may have an underlying medical problem that requires a physician to detect. If you are taking medications, those medications could influence how you experience various symptoms. Neither we nor any of our agents, contractors, employees or Content Providers assume any legal responsibility for any misleading information contained within Health Hub.
Health Hub may contain or direct you to health related material which you might find offensive. If you do not want to view or may be offended by such material, do not use Health Hub.
If you think you are having a medical emergency, call 000 immediately. If you are in doubt about your medical condition, call your doctor or go to the closest emergency department.
12. Using "Find a Provider" function
Subject to the consumer guarantees provided for in consumer protection legislation (including the Australian Consumer Law), the inclusion of any provider in the "Find a Provider" function or the results of any search in the "Find a Provider" function are not to be construed as:
Medibank neither takes nor assumes any responsibility for the product or service provided by the provider. You should rely on your own inquiries and seek any assurance or warranties directly from the provider of the service or product.
In relation to providers who are Members' Choice providers, they have entered into an agreement with Medibank in relation to the fees they can charge, and/or the discounts they can offer, Medibank members for agreed services. The "Find a Provider" function does not, and does not purport to, include all relevant providers of the services covered by the "Find a Provider" function.
Even if you are a Medibank member and you go to a Members' Choice provider, you are likely to have out-of-pocket expenses. You should check with us whether the particular service is covered by our agreement with the provider and included in your private health insurance cover.
Subject to the consumer guarantees provided for in consumer protection legislation (including the Australian Consumer Law), Medibank:
13. Third party websites
Medibank may, from time to time, facilitate access to other web-based services delivered by third parties. Where access to these services is via Medibank’s own OMS web pages (either on each occasion that you link to those third party sites or upon the first occasion that you link to a third party site and register for using it), then any information which you have provided to Medibank for your own registration to use the OMS pages may be transmitted by Medibank to the operator of that third party web site along with other data that Medibank holds or has established in relation to you that is necessary to authenticate your status as a current registered OMS user. This is regardless of whether you have registered for OMS only in order to be able to access that third party site or whether you have previously registered for OMS and subsequently decide to access a third party web site.
This transmission of data is to facilitate your registration for using the third party site and authenticate you as a member of Medibank. By linking to a third party’s web site through our OMS facility, you consent to the transmission of this information. You also acknowledge that unless otherwise expressly stated in OMS and in a relevant third party web site, Medibank is not responsible for any of the services, content, facilities or advice contained in such a web site.
Medibank recommends that before you visit any website you check that your computer is running up-to-date virus checking software.
You agree to defend, indemnify and hold harmless Medibank and its officers, directors, employees and agents from and against all claims, demands, actions, suits, loss, damages, liabilities and costs (including solicitors’ costs on a solicitor and own client basis) related to or arising directly or indirectly from any and all of the following:
15. Cookies and tracking
If you would rather not have this information stored on your computer, you can configure your browser so it does not accept cookies. However, if you disable cookies you will not be able to access OMS.
In respect of Health Hub, Medibank will track the general types of content that you access. This information is required to be collected by MPL as your use of some of the Health Hub services triggers private health insurance benefit payments on your behalf which MPL is required to report (in a general form) to government agencies regulating private health insurers. MPL also requires this information to pay the providers of Health Hub services that you utilise or access.
16. Suspension and termination
Upon termination of your registration:
18. Other terms and conditions
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