Medibank has launched a new Virtual Psychology Clinic aimed at improving access to mental health services for its members.
The initiative is part of the insurer’s broader focus on mental health affordability and availability.
Medibank noted that psychologist wait times across Australia have increased, with out-of-pocket costs also rising for mental health services.
Its new clinic is designed to address these barriers by offering timely, cost-effective care with registered psychologists.
A study conducted by the Australian Psychological Society found that cost is a significant factor preventing over 40% of patients from accessing necessary mental health treatment.
To alleviate this issue, Medibank’s clinic will provide initial consultations free of charge for customers with a Mental Health Care Plan (MHCP). After the first 50-minute session, follow-up appointments will cost $60, which the company states is lower than the majority of claims it currently handles for psychological services.
Dr Andrew Wilson, Medibank’s chief medical officer and practicing psychiatrist, said the service will help improve access to mental health care for the insurer’s customers.
“With two in five Australians experiencing a mental health condition in their lifetime, it’s important that health companies such as ours, do all we can to help people with their mental health,” he said.
He emphasised the growing concern over long waitlists and rising costs preventing many from receiving needed care.
“It’s really concerning that mental health support is becoming less and less accessible, with long wait lists to see a psychologist and ballooning out-of-pocket costs preventing people from seeking help,” Wilson said.
The Virtual Psychology Clinic allows members to schedule appointments with a psychologist typically within a week, and the service is available throughout Australia, including remote and regional areas where healthcare services are harder to access.
Customers can access the service through the MyMedibank app or via the Medibank website. All participating psychologists are fully licensed and equipped to address a range of mental health concerns, including anxiety, depression, trauma, grief, and stress.
In addition to launching its Virtual Psychology Clinic, Medibank has expanded its 24/7 health support services to all policyholders, including those with Extras and ambulance insurance.
This move will extend round-the-clock nurse and mental health support to an additional 700,000 customers.
Milosh Milisavljevic, Medibank’s chief customer officer, explained that health needs often occur outside of normal business hours, which is why the company has made these services available to a broader range of customers.
“Our customers’ health does not run on a 9-to-5 weekday schedule, and neither do we,” he said.
He said that this support could help customers avoid unnecessary trips to doctors or emergency departments, particularly in areas where healthcare is less accessible. Regional and rural customers, in particular, may benefit from having access to nurses and mental health professionals at all hours.
The nurse support service, which allows users to chat with a nurse, is also available via the MyMedibank app.
Milisavljevic said that the messaging feature is expected to appeal to younger members, who may prefer digital interactions over phone calls.
Common reasons for contacting the 24/7 nurse line include questions about medications, cold symptoms, abdominal pain, and post-surgery concerns. For the mental health line, customers most frequently reach out for support with stress, anxiety, depression, and grief.
Medibank’s overseas student health insurance members will continue to have access to the 24/7 Medibank Student Health and Support Line.
