I have a question about:
My Frank membership
Family membership
Hospital cover
Extras cover
General health insurance
My Frank membership
What am I covered for?
How do I view my membership details?
How will I know Frank has sent me a message?
I didn't receive any emails when I signed up. What do I do?
Am I covered if I go overseas?
What do I use my membership card for?
I’ve lost my membership card. Can you send me a new one?
How do I pay Frank?
Is the Frank web site secure?
What am I covered for?
That depends on your level of cover and what type of treatment you are receiving. You can read full details of your cover by visiting your member area.
How do I view my membership details?
Franks keeps all your details online. Things like your cover details and claims history. You can look them up anytime in your member area.
How will I know Frank has sent me a message?
Depending on your preference, Frank will send you an email or text when you have a new message in your member inbox. You can then log in to read the information in full.
I didn't receive any emails when I signed up. What do I do?
First, check your Spam folder. Messages from businesses who are new to you are often classed as spam by Outlook, Gmail and other email systems. If there's nothing there, contact Frank.
Am I covered if I go overseas?
No. You’ll need to take out travel insurance for that. But Frank wishes you a great trip.
What do I use my membership card for?
You need to have your membership card on hand when you arrange admission to hospital, visit a provider or when you call Frank for a friendly chat.
I’ve lost my membership card. Can you send me a new one?
Yes. Just visit your member area and make the request. Frank will send one out to you soon after.
How do I pay Frank?
You can pay your membership premium by Direct Debit using your bank account or credit card. Easy.
Is the Frank web site secure?
The secure parts of the Frank web site (the signup form and the Member Area) use 128-bit encryption to encrypt pages before they are transmitted over the internet, and the identity of the web site has been independently verified by VeriSign.
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How does Family membership cover my kids?
What happens to the Family membership when my kids grow up?
Is Family cover the same as Couples?
When do I need Family cover?
How does Family membership cover my kids?
Frank has good family values. So a Frank Family membership covers you, your partner and your children aged under 21. That includes stepchildren, adopted and permanent foster children.
What happens to the Family membership when my kids grow up?
When a dependant turns 21, they are no longer covered by your Family membership. Frank will get in touch with them within 2 months of their birthday to offer continuing cover under their own membership. If they accept, they will need to back-pay to the date of their birthday (i.e. pay for the interim cover they had received since they turned 21).
Is Family cover the same as Couples?
They’re very similar. But as the name suggests Family cover is for those couples that have children (including stepchildren, adopted or permanent foster children) you’ll need to make sure each child is listed on your cover. Couples, well it is just you and your partner so you just need to be listed. It is simple to change a Couple to a family and vice versa but there may be waiting periods to be served. Best just to contact Frank and we can make sure you are all covered.
When do I need Family cover?
If your current cover doesn’t include obstetrics, you’ll need to change to Best Family cover at least 12 months before you have a baby. That way, you’ll have completed all the waiting period for obstetrics by the time your baby is born. Please note, Frank will not change nappies.
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What is Hospital cover?
Which are Frank’s participating hospitals?
What happens if I receive a bill for my stay in hospital?
What is hospital excess?
Will I have to pay an excess every time I go to hospital?
What if I receive treatment from a hospital that’s not on your participating list?
My hospital cover doesn’t include joint replacements and I’m booked for a knee arthroscope. Will that be covered?
Am I covered for cosmetic surgery?
What is a pre-existing condition?
What if I have a pre-existing condition?
Am I covered for an emergency admission to hospital?
How much of my doctors’ bills does Frank cover?
What is the medical Gap?
What is Gap Cover?
How can I reduce my Gap?
What’s not covered under Gap Cover?
What if my doctor charges above the Medical Benefits Schedule (MBS) fee?
How can I tell if my doctor is registered for medical gap cover?
When will my medical account be paid?
Can I claim on both in-patient and out-patient costs?
Does Frank hospital cover automatically cover me for ambulance?
What are Benefit Limitation Periods?
What is a co-payment?
What is Hospital cover?
You don’t have to be a neurosurgeon to guess that hospital cover helps cover your costs in hospital. Things like treatment, accommodation and nursing care. How much of your expenses get paid depends on your level of cover, the procedure or care given and the hospital you choose to stay in. Take a look at our FrankView video about hospital cover.
Which are Frank’s participating hospitals?
Check out Frank’s list of participating hospitals.
What happens if I receive a bill for my stay in hospital?
Most providers send accounts directly to Frank. But if they send one to you, contact Frank to find out the best way to submit the claim.
What is hospital excess?
When you start to enjoy the taste of hospital food? No. If you’re off to hospital, you may need to pay an excess. This is a fee that you pay in return for lower membership costs. The most you’ll have to pay for excess each year is $500 for Singles and $1000 for Couples and Families. Take a look at our FrankView video about excess.
Will I have to pay an excess every time I go to hospital?
No. If you’ve paid the maximum excess in a calendar year, you won’t have to pay it again that year. No matter how many times you may be sent to hospital. Take a look at our FrankView video about excess.
What if I receive treatment from a hospital that’s not on your participating list?
Frankly, that’s not a great idea. Frank’s participating hospitals charge agreed rates because of Frank’s contracts with them. If you’re going to be admitted to a non-participating hospital, be prepared for significant out of pocket expenses. Want to know more? Get in touch with Frank.
My hospital cover doesn’t include joint replacements and I’m booked for a knee arthroscope. Will that be covered?
Yes. An arthroscope is not the same as a joint replacement, so it will be covered if you are have Frank hospital cover and admitted as a private patient.
Am I covered for cosmetic surgery?
You may be entitled to a basic benefit. However, Frank won’t cover cosmetic surgery that isn’t medically necessary and where benefits are not paid by Medicare. Sorry Joan Rivers/Pamela Anderson or Mickey Rourke wannabes.
What is a pre-existing condition?
Any ailment, illness or condition with signs or symptoms that existed 6 months before joining Frank or upgrading your cover. Whether you have one is decided by a doctor appointed by Frank.
What if I have a pre-existing condition?
It’s not a permanent black mark against your name – it just means you have to wait 12 months before you’re covered for any hospital benefit. Except psychiatric, rehabilitation and palliative care, which have a 2-month waiting period. This wait applies to new members and those upgrading their cover. To determine whether you have a pre-existing condition Frank will send you some forms that you’ll have to get your doctors to complete. Frank’s medical advisor will determine if its pre-existing.
Am I covered for an emergency admission to hospital?
You sure are. However, keep in mind that private hospitals generally don’t have emergency wards. That means you’ll probably be sent to a public hospital as a public patient, which is covered by Medicare. If you have Frank Better or Best Hospital cover, you can ask to be transferred to a private hospital once you’re well enough.
How much of my doctors’ bills does Frank cover?
Talk to Frank before your treatment for the most up-to-date information. But generally, Medicare will pay 75% of your doctor’s costs in a hospital or day surgery and Frank will pay the other 25%, up to 100% of the Medical Benefits Schedule (MBS) fee.
If your doctor is one of Frank’s participating doctors, you’ll actually be covered up to 20% over the MBS fee. Bonus. There's more about this in the FrankView video on Medical Gap Cover.
What is the medical Gap?
The Gap is the difference between what a doctor charges you in hospital for their treatment and what Medicare and Frank pay towards this cost. Medicare and Frank will contribute enough to cover the Medical Benefits Schedule (MBS) fee. But if your doctor charges above the MBS fee, this can create a Gap, which you will need to pay. There's more about this in the FrankView video on Medical Gap Cover.
What is Gap Cover?
It’s a scheme (a nice scheme) that Frank runs to help reduce your medical Gap. If your treating doctor charges above the Medical Benefits Schedule (MBS) fee, Frank will pay you a higher benefit so your Gap is reduced and you’re less out-of-pocket.
Frank’s Gap Cover scheme covers you for up to 20% above the MBS fee, as long as your doctor is one of the 14,000 doctors that participate in the scheme.
An example.
The MBS fee for your treatment is $200. Frank covers you for up to 20% above this, which is $240. If your doctor charges less than $240, you’ll have ‘no gap’. If they charge $260, you’ll have a ‘known gap’ of $20.
All Frank Hospital covers include Gap Cover.
How can I reduce my Gap?
You can reduce your Gap by ensuring the hospital you stay in is on Frank’s participating hospitals list and your doctors are part of Frank’s Gap Cover scheme. For more information, see Frank’s participating hospitals list or contact Frank directly.
What’s not covered under Gap Cover?
Frank’s Gap Cover scheme does not cover the services provided by pathologists and radiologists, such as blood tests and imaging. But remember - Medicare will always pay 75% of the Medical Benefits Schedule fee for these treatments and Frank will pay the other 25%. So you’ll only have to pay extra if your doctor charges above this.
What if my doctor charges above the Medical Benefits Schedule (MBS) fee?
In these situations, Frank’s Gap Cover scheme kicks in. Gap Cover means that if your doctor charges above the MBS fee, Frank will pay you a higher benefit. In fact, you’ll be covered for up to 20% above the MBS fee. Any amount above that, you’ll have to pay. Just make sure your doctor is one of the 14,000 working with Frank.
How can I tell if my doctor is registered for medical gap cover?
The best way is to ask them. Otherwise, contact Frank.
When will my medical account be paid?
Whoa! Slow down. Frank needs all the information about the treatment and charges from the hospital first. Once those are received and processed, Frank will pay your account.
Can I claim on both in-patient and out-patient costs?
Nope. Frank only pays for in-patient costs. Why? Because out-patient costs are taken care of by Medicare.
Does Frank hospital cover automatically cover me for ambulance?
Ambulance services operate differently in each state. Check out Frank's blog for more info.
What are Benefit Limitation Periods?
Benefit Limitation Periods are important - they stop people from taking advantage of Frank’s generous nature. Benefit Limitation Periods are a restriction on what Frank will pay for a hospital treatment for a period of time. It begins the date you join Frank or switch covers. It means Frank pays public hospital benefits in a shared room, so long as you have served all other waiting periods, but then you’ll be back to normal. A benefit limitation period of 24 months applies to:
- Best Hospital cover for gastric banding and all obesity surgeries, psychiatric or renal dialysis; and
- Better Hospital cover for psychiatric.
What is a co-payment?
Co-payments are what you’ll pay to go into hospital or day surgery. And it’s only for those of you that can’t bear the thought of sharing. So if you choose a single room you’ll pay $100 per night, capped at 7 nights per admission. It’s not on all of Frank’s covers just Frank’s Better Hospital cover. Frank’s uses co-payments to share health care and keep premiums low. So if you don’t go into hospital or if your motto is ‘sharing is caring’ then you won’t have to pay a co-payment.
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What is Extras health insurance cover?
How do I make an Extras claim?
Which Extras providers can I claim on?
Does Extras cover me for an ambulance trip?
What type of massage is covered by Extras?
Can I claim massage from the chiropractor?
Am I covered for Chinese Medicine?
Can I claim on herbal medicines from my acupuncturist?
What dental limits do I get?
What is the difference between general and major dental?
Why can’t I claim on some Australian Dental Association items?
What are the annual sub-limits on Preventive Dental?
Does Frank have participating dentists?
Can I claim on sunglasses?
Can I claim on having new lenses placed into old frames?
For psychology services, when does Medicare pay and when does Frank pay?
Are foot orthotics covered by Extras?
What’s the difference between custom-made orthotics and customised orthotics?
Can I claim for podiatry services performed by a chiropractor or anyone who’s not a podiatrist?
Why do podiatry surgical procedures require a medical surgeon?
Can I claim on Jenny Craig, Weight Watchers or gym memberships?
Can I claim on Bowen Therapy?
What is the difference between a physiotherapy group consultation and an individual consultation?
What is Extras health insurance cover?
Health isn’t just about hospitals. So Frank offers cover for things like dental, optical, physio, massage, chiro, podiatry and psychology services. In short, all the stuff you won’t find in hospital cover.
Extras cover can be taken on its own or together with Hospital cover for more complete protection. To make things easy Frank groups benefits into covers that match lifestyles and budgets. And to make things even easier, you can normally claim these benefits on the spot with a quick swipe of your Frank card.
How do I make an Extras claim?
Frank likes to keep it simple. So most healthcare providers will settle the matter on-the-spot with a swipe of your Frank card.
If your healthcare provider doesn’t have an electronic terminal, you will need to pay your account and then you can claim online through your Frank member area. Enter your account/receipt details, keep your receipt somewhere safe for the next two years, in case our Audit Team want to check up. But don’t send them to us unless we ask. Frank will make a payment into your bank account the next business day. Simple.
For claims that can’t be processed online e.g. ortho send receipts to:
Frank Health insurance
Reply Paid 69
GEELONG VIC 3220
You can also lodge claims at any Medicare office and they’ll pass them on to Frank.
Which Extras providers can I claim on?
There are thousands of Extras providers that are covered by Frank. Just make sure your practitioner works in a private practice that is registered with bodies recognised by Frank. Not sure? Contact Frank to find out more.
Does Extras cover me for an ambulance trip?
Yes, but ambulance cover works differently in each state. Check out Frank's blog for more info
What type of massage is covered by Extras?
Frank only covers treatment by remedial massage therapists. This massage technique helps speed up injury recovery, provide pain relief and promote general wellbeing. Shiatsu or back rubs from friends are not covered.
Can I claim massage from the chiropractor?
Sure. Frank pays benefits towards chiropractic consultations, so as long as the massage was part of the consultation, Frank has got your back.
Am I covered for Chinese Medicine?
No. Frank covers acupuncture, but not Chinese Medicine (that includes herbal medicine treatments).
Can I claim on herbal medicines from my acupuncturist?
No. Frank only pays benefits towards acupuncture consultations, not any medicinal treatments that come from them.
What dental limits do I get?
Your dental limits depend on which Extras cover you hold and what type of treatment you get. You can check out your dental entitlements by logging into your member area.
What is the difference between general and major dental?
General dental refers to treatments that maintain teeth and are aimed at preventing major dental work. It includes things like checkups, removal of plaque, fillings, and so on.
Major dental, as the name suggests, involves large-scale dental work. Things like surgical extractions, crowns, bridgework, and root canals are all major dental work. The extensive nature of these treatments mean they are often pricey and you can be left with a nasty out-of-pocket expense. They probably use more needles too.
Why can’t I claim on some Australian Dental Association items?
Frank only pays for treatments that are clinically necessary. So if the service is purely cosmetic, like tooth whitening, you’re on your own.
What are the annual sub-limits on Preventive Dental?
If you have Lots of Extras, your sub-limit is $500 per person, up to $1000 per policy. For Some Extras, the limit is $250 per person, up to $500 per policy. That's per calendar year.
These limits are based on the guideline that most dentists will see a patient twice a year for preventative dental consultations. For example, a check-up, scale and clean.
Does Frank have participating dentists?
No - you can see any dentist you want.
If you’re worried about what your out-of-pocket dental expenses might be, contact Frank for information on your refunds. Just make sure you know the dental item numbers for the treatment you’re getting – Frank will need them to identify the relevant refunds.
Can I claim on sunglasses?
Yes, but only if they are fitted with prescription lenses. Non-prescription sunglasses are excluded.
Can I claim on having new lenses placed into old frames?
Yes. Frank likes people who recycle.
For psychology services, when does Medicare pay and when does Frank pay?
Medicare will refund up to 12 individual sessions and offer rebates on 12 group sessions per year. Once you’ve reached the maximum threshold with Medicare, you can start claiming through Frank. That is, as long as you have Extras cover that includes psychology.
Are foot orthotics covered by Extras?
Frank only covers custom-made orthotics supplied by registered Podiatrists. For the orthotics to be custom made, a cast or mould must be taken. Off-the-shelf orthotics? Frank won’t foot the bill.
What’s the difference between custom-made orthotics and customised orthotics?
Custom-made orthotics are made when a cast or mould is taken of your foot. That cast is then used to make a model of your foot and the orthotic is then created to fit that model.
Customised orthotics are made by trimming, heating or adjusting off-the-shelf, premade orthotics. This does not involve taking a cast and so customised orthotics are not eligible for cover from Frank.
Can I claim for podiatry services performed by a chiropractor or anyone who’s not a podiatrist?
Nope. Frank will only pay for podiatry services that are provided by a registered podiatrist in private practice.
Why do podiatry surgical procedures require a medical surgeon?
Medicare and Frank will only pay for services that have a Medical Benefits Schedule (MBS) number. To be eligible for an MBS number, podiatry services must be performed by a medical surgeon.
Can I claim on Jenny Craig, Weight Watchers or gym memberships?
Nope – not through Frank.
Can I claim on Bowen Therapy?
Nope. Bowen Therapy isn’t included in any of Frank’s covers.
What is the difference between a physiotherapy group consultation and an individual consultation?
Individual consultations are, you guessed it, one-on-one. Just you and the physio for at least 15 minutes. Group consultations involve more than one patient. In these sessions, the physio will not directly spend time with each person.
Frank pays benefits towards both individual and group physio consultations. They have to be provided by a physio though – Frank doesn’t cover Pilates instructors.
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General health insurance
What is the Medicare Levy Surcharge?
How much is the Medicare Levy Surcharge and who has to pay it?
What is Lifetime Health Cover loading?
What are waiting periods?
When do waiting periods apply?
What is the private health insurance rebate?
Are GP visits covered by private health insurance?
What is the Medicare Levy Surcharge?
Here it is in plain English. The Medicare Levy Surcharge (MLS) is a charge placed on individuals and families on higher incomes who don’t have private hospital cover. It encourages Australians who can afford private health insurance to take it up and reduce the burden on the public health system.
Frankly, the best way to avoid paying the MLS is to take out cover with Frank.
P.S. Frank made a FrankView video about the MLS.
How much is the Medicare Levy Surcharge and who has to pay it?
It’s 1% of your taxable income in addition to the normal 1.5% Medicare levy. You’ll need to pay the surcharge if you’re a Single with a taxable income greater than $80,000 or a Family or Couple with a combined taxable income of more than $160,000. This income bracket increases by $1,500 per dependant child after the first child.
Clear as mud? Contact Frank if you’d like any more information or watch the video.
What is Lifetime Health Cover loading?
It’s a Government initiative to encourage people to take out hospital cover earlier in life. As long as you take out hospital cover before you turn 31 it won’t affect you. But if you join after July 1 following your 31st birthday then you’ll pay money on top of your membership premium.
The LHC loading is 2% on top of your normal premium for every year you are over 30 when you join. For example, if you’re 40 when you join, you’ll be paying 20% more in membership premiums every year than people who joined earlier. This increases to a maximum of 70% at the age of 65.
Are you starting to think it’s not just Frank that wants you to take out health insurance? There's a FrankView video on Lifetime Health Cover loading, it’s Frank with sound and pictures.
What are waiting periods?
If you’re a new member or increasing your cover, health insurers will make you wait before you can claim for certain treatments. Waiting periods stop people from waiting until they’re sick to join a health fund and claim large sums immediately. But don’t worry, Frank will cover you from day one for any injury resulting from accidents. Check out the FrankView video on waiting periods.
When do waiting periods apply?
Waiting periods apply if:
- You’ve never had health insurance before
- You had health insurance a while ago, but haven't had any cover in the last 30 days.
- You're switching to Frank from another insurer and upgrading your cover.
- You're already a Frank member and are upgrading your cover.
How long you have to wait depends on what the treatment type is and whether it involves a pre-existing condition. If you’ve been insured before, the type of cover you had and how long you had it for will also affect your waiting periods.
What is the private health insurance rebate?
It’s money paid back to you by the Federal Government for the cost burden of private health insurance. Think of it as a thank you for helping free up the public health system.
Anyone can claim the rebate if they have health cover and are eligible for Medicare.
The rebate is:
- 30% of your premium if you’re aged up to 64 years
- 35% of your premium if you’re aged between 65 to 69
- 40% of your premium if you’re aged 70 or more
Put simply, you’ll get at least $300 back for every $1,000 you spend on health insurance. You can claim the rebate as a reduction to your membership premium, as a tax rebate when you lodge your annual tax return or as a direct payment from the Government through any Medicare office. The easiest way is to register with Frank. Frank will then deduct the rebate from your premium, so you pay less.
P.S. Frank made a FrankView video about the rebate.
Are GP visits covered by private health insurance?
No – Frank will only cover you for doctors that you see in hospital.
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