This information is for Budget Direct Health Insurance members who will become Frank Health Insurance members from 6 December 2019.

What's changing?

Private health insurance will no longer be delivered under the Budget Direct brand and Budget Direct Health insurance members will be automatically moved onto a similar Frank Health Insurance product on 6 December 2019.

Time for a cover review?

Before 6 December 2019, you can view Frank’s full product range if the policy we have chosen doesn’t suit. We encourage you to review your cover so you’re on the right health insurance product to suit your needs.

Important information for new Frank members

Member card and online member area

Your Budget Direct Health Insurance member card will still work until you receive your new Frank member card. We’ll send it to you in December.

The Frank member area is the easiest way to manage your cover. Your member number and login details will stay the same.

Never registered for the Budget Direct member area? That’s ok. Just register for the Frank member area here.

How to get in touch with Frank

Team Frank is available via email or phone from 8am – 6pm and web chat from 8am – 5pm Monday to Friday. Call us on 1300 437 265 or email customer service.

Handy links

Frequently Asked Questions

  • We chose a product for you that was most closely aligned with your Budget Direct Health Insurance policy. Unfortunately, Frank does not have a product that is exactly the same.
  • We can review your needs and find a suitable product for you if you don’t believe the one we have chosen will be suitable.
  • Feel free to review our product range online or contact our customer service team on 1300 446 422 if you need help finding a policy that is right for you.

The Australian Government introduced changes to private health insurance, to make the industry simpler and more affordable. The reforms impact all health funds and will affect all members in some way.

Find out more about the reforms here.

There may be differences to how your ambulance cover works with Frank. Ambulance coverage in Australia is also different from state to state, so here’s more information about what you need to do to be fully covered.

To help keep premiums low, the excess amount on most Frank products is $750. If you want a lower hospital excess, you will need to choose a different policy.

If you have already paid an excess this year, you only need to pay the difference between what you have already paid and your new excess before the end of the year.

E.g. if your previous excess was $250 and you paid this in 2019, but your new excess is $500, you would pay the remaining $250 for any further admissions in 2019. Your excess is payable per calendar year.

Restricted services are hospital claims which are limited to a minimum (default) benefit – a minimum dollar amount set by the Australian Government for accommodation as a private patient in a shared room of a public hospital. A restricted service does not pay towards the cost of intensive and coronary care, or theatre fees in a private hospital or private day centre therefore you may incur a large out-of-pocket expense.

If your policy has restricted psychiatric service, you can use a one-off waiver to upgrade your cover and get immediate access to applicable services. This waiver is available only once per person, per lifetime and if you have held hospital cover for at least two months.

If you are happy with the new Frank policy we have selected for you, you won’t need to serve waiting periods, even for newly included services.

If you decide to select a different policy, you have until 31 January 2020 to do this without re-serving waiting periods for existing services if you have already served the waiting periods under your current Budget Direct policy. Waiting periods will apply for services that were previously restricted or not covered.

If you decide to select a different policy after 31 January 2020, then:

  • Waiting periods may apply for services that are covered under the policy you have chosen if they were excluded on the new Frank policy that we selected for you, even if these services were originally covered under your current Budget Direct policy.
  • If the new Frank policy that we selected for you has a higher excess or co-payment than the policy you have selected, the higher excess or co-payment may continue to apply for a period of time.

If you need cover for services that are covered on your Budget Direct policy but aren’t covered on your new Frank policy, you will need to choose a different policy. You have until 31 January 2020 to make this change without needing to serve waiting periods.

If you have a hospital admission booked before 6 December 2019 (for an admission after 6 December 2019) for services no longer covered on your new Frank policy, you can still claim benefits for that admission.

The admission needs to be booked with a participating hospital before 6 December 2019. To confirm coverage, you must provide pre-admission paperwork or a confirmation letter from the hospital, or an eligibility check must have taken place before 6 December 2019.

If you decide to select a different policy than what we’re suggesting for you after 6 December 2019, the effective date of this change must be backdated to 6 December 2019 to give you continuity of cover. You will have until 31 January 2020 to make this change.