Published 15 Sep 2025
GMHBA has released its full-year results, reporting record customer satisfaction, strong membership sales growth, improved customer loyalty and major investments in technology and health services.
More than 316,000 Australians are now covered by GMHBA Ltd, with 161,950 memberships across GMHBA and its value-driven online brand, Frank Health Insurance. Customer satisfaction remains among the highest in the industry, with scores of 9.1 out of 10 for GMHBA members and 8.4 out of 10 for Frank members.
In FY25, GMHBA:
- Funded over 126,000 hospital admissions, including 608 births
- Covered more than 69,000 surgeries
- Paid $531 million in benefits: $417 million in hospital and medical claims and $114 million in extras
The largest single claim was $590,924, highlighting GMHBA’s role in protecting members against the cost of unexpected, high-value care.
GMHBA was the only major health insurer to freeze base premium increases for extras cover in 2025 and has now delivered the lowest average premium increase among major funds for three consecutive years.
Members also shared in the final return of COVID-19 related savings, with $67.5 million returned to 161,000 active members in October 2024. In total, GMHBA has returned $153 million in surplus funds to members.
The not-for-profit private health insurer marked its 90th anniversary year with the opening of a state-of-the-art multidisciplinary facility, the Geelong Hub, bringing together dental, eye care, physiotherapy, and health insurance services under one roof.
Across its network of 11 health practices in Geelong and Regional Victoria, GMHBA supported its members and patients, with:
- 62,413 GP visits
- 52,194 eye care interactions
- 10,427 dental consultations
- 6,661 physiotherapy consultations
Two new programs delivered by GMHBA’s Care Coordination Service were also launched, delivering easily accessible and personalised health support:
- Osara Health, providing cancer patients with health coaching and digital tools.
- Cardihab’s Healthier Heart at GMHBA program, helping members recover from cardiac events through digital rehab at home.
GMHBA continues to navigate a challenging environment of rising member expectations, regulatory change, and cost pressures. Strategic investments in technology, data, and capability are enhancing member value, agility, and risk management.
The team behind Program Jupiter, GMHBA’s largest technology transformation to date, has implemented a new telephony system and is preparing for a new Customer Relationship Management (CRM) platform launch in October. Upgrades to CRM, telephony, and digital platforms are creating smarter, more connected experiences for members.
Following the 2024 launch of GMHBA’s mobile app, digital cards rolled out for Frank members in early 2025, with GMHBA to follow in 2026, giving members easier, more transparent access to manage their health and insurance.
At the same time, GMHBA strengthened its support for local communities, investing more than $400,000 through programs, initiatives, social procurement and volunteer hours addressing mental health, wellbeing, and inclusion. These include partnerships with The Resilience Project (with Geelong Football Club), Read The Play and charitable gifts to local organisations in Ballarat, Bendigo, Portland and Warrnambool.
“Our purpose has never changed, to put people before profit and deliver value and care our members and patients can rely on,” said CEO David Greig.
“As we celebrated 90 years, we reflected on our long history of caring for community and looked ahead to how we can continue to serve members in a rapidly changing healthcare environment.
“With strong results, record satisfaction, and sustainable growth, GMHBA is well positioned for the future.”
For more information visit GMHBA Annual Report 2025.
