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I am writing to provide you with a further update on the cybercrime, which is subject to a criminal investigation by the Australian Federal Police (AFP).
From the very start, we have committed to being transparent about what we know, and how it impacts you.
Unfortunately, it is now clear that the criminal has taken data that belongs to Medibank customers, in addition to that of ahm and international student customers.
This is a distressing development and I unreservedly apologise.
What's happened
We have received a series of additional files from the criminal. We have been able to determine that this includes:
A copy of the file received last week containing 100 ahm policy records – including personal and health claims data
A file of a further 1,000 ahm policy records – including personal and health claims data
Files which contain some Medibank and additional ahm and international student customer data
Given the complexity of what we have received, it is too soon to determine the full extent of the customer data that has been stolen. We will continue to analyse what we have received to understand the total number of customers impacted, and specifically which information has been stolen.
As we continue to investigate the scale of this cybercrime, we expect the number of affected customers to grow as this unfolds.
What we are doing
I know you'll be anxious to hear whether your personal data has been taken as part of this event. While we cannot provide that clarity today, our teams are working around the clock to verify the full extent of the data that has been stolen. If we find your data has been stolen, we will notify you, by email, as soon as we can. Until this verification process is complete, unfortunately our contact centre and retail teams will not have access to further information on whether your data has been stolen.
Customer support
Today we have announced a comprehensive support package for customers who have had their data stolen.
Financial support for customers who are in a uniquely vulnerable position as a result of this crime. They will be supported on an individual basis.
Free identity monitoring services for customers who have had their primary ID compromised
Reimbursement of fees for re-issue of identity documents that have been fully compromised in this crime
All customers have access to:
Specialist identity protection advice and resources from IDCARE
Medibank's mental health and wellbeing support line
You can visit our website for our most recent updates, answers to frequently asked questions, as well as a reminder of the further resources available. Our contact centre team is available on 13 23 31 to answer other questions that you may have.
It’s important for all customers to remain vigilant to suspicious communications received via email, text or phone call, and I encourage you to review the valuable information offered by the Australian Cyber Security Centre, including clear advice on how to further protect yourself.
Deferring our premium change
Given the distress this crime is causing our customers we will also be deferring our premium increases until 16 January 2023.
I want to thank you again for your continued understanding as we work through this event.
Regards,
David Koczkar
Chief Executive Officer, Medibank |
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一封感谢信 (2007-8-31) amon54 
发表于 2022-10-26 20:23
