Medibank data bungle delays customer tax returns

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Medibank data bungle delays customer tax returns

Doesn't know when it will be able to send out statements.

Medibank has informed customers that there will be an unidentified delay to the arrival of their tax statements following a data migration bungle in its $150 million technology renewal project.

The health insurer today said a "reporting issue" meant it won't make its July 15 deadline for sending out annual tax statements to most of its customer base.

Medibank is currently nearing the end of a $150 million systems overhaul that involves the replacement of its core policy and customer relationship management systems.

With the help of integrator IBM and software partner SAP, Medibank is swapping out its customer, policy, premium and product management systems with a single, integrated commercial insurance software suite.

It is also decommissioning its legacy mainframe and improving its data warehouse, business intelligence, and digital sales and services systems.

The project is scheduled for completion this year.

Medibank said it had uncovered an issue with its ability to pull tax reports given the current systems migration.

Medibank CEO Craig Drummond today apologised for the delay to customer statements and called it "unacceptable". The health insurer is currently unable to provide an estimated date for when customers can expect to receive their tax documents.

“I sincerely apologise to our customers for this disruption. It is important for customers to know their personal data has not been compromised," he said in a statement.

“Our team is working around the clock to resolve this issue, and I want to assure customers that our focus is on minimising the impact this will have on them."

It has provided an online form for customers to check whether they are affected.

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