Advice for our current and former resident customers on what steps to take and how we can support.
If you would like to speak to ahm, we have established a specialist team who are available to talk on 1300 627 860.
These are 3 actions you can take right now
We understand that you may be feeling overwhelmed as well as worried, and we're here to help. Here are the next steps you can take to access support services and safeguard your online identity.
Access our Cyber Response Support Program
We understand that having your personal details involved in a cybercrime is distressing – and we unreservedly apologise.
Our Cyber Response Support Program provides support and makes it easier for you to protect yourself.
Here are the services you can access right now:
- A cybercrime health & wellbeing line - counsellors who 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. Call 1800 644 325 (option 5).
- Specialist identity protection advice and resources - IDCARE, Australia’s national identity and cyber support community service, has a dedicated page with advice you can follow. You can also book a one-on-one consultation.
Go to the purpose-built page for Medibank and ahm customers at IDCARE
Book a one-on-one consultation with an IDCARE specialist
- Better Minds app - mental health and wellbeing advice and resources for dealing with the effects of cybercrime, including anxiety and fear. It also includes psychological support over the phone. Download the Better Minds app.
You can also access the following services by calling our specialist team directly on 1300 627 860:
- Hardship support package.
- Personal duress alarms.
- Specialised teams to help our customers who receive scam communications or threats in relation to this cybercrime.
To access any of these services, please contact us on 1300 627 860 and we will help you.
Protect your identity
Here are some things you can do:
- Regularly update your passwords across all your online services. Don't re-use passwords. Use multi-factor authentication on online accounts when it's available.
- Be alert for any phishing scams that may come to you by phone, post or email.
- Learn to recognise scams.
- Be careful when opening or responding to texts from unknown or suspicious numbers. Find out more at IDCARE.
If someone contacts you threatening to release your data unless you pay them, report it immediately at ReportCyber.
To report a scam, go to ScamWatch.
ahm will never contact you asking for your password or sensitive information.
Change your password
Update your ahm online members services password with a strong password or passphrase.
To further enhance the security of our systems, customers can now choose a password with up to 72 characters, including special characters. This allows our customers to set more complex passwords, and to use password managers.
These are all the things you need to do right now. Please remain vigilant and keep up to date with the latest news on our cyber event updates and support page.
We believe the criminal has not stolen
Credit card and banking details. As such, there is no need for you to change your payment details
Primary identity documents (e.g. passport) - ahm does not collect identity documents for resident customers except in exceptional circumstances
There is also no need to change your ahm policy number.
Up-to-date information and news as our investigation continues.Check updates
Find the answers to some common questions our customers are asking.View FAQs
Staying safe online
Helpful resources and advice on protecting your information, and being vigilant to scams.Find out more