Telehealth
Frank benefits
To make staying healthy easy as, Frank introduced telehealth benefits for a wide range of extras services during the COVID-19 pandemic. These are now permanent, meaning Frank members can continue to access care from the comfort of their own homes.
Telehealth services available
Where these services are included on your cover, Frank members can access benefits for telehealth consultations for:
- Physiotherapy
- Psychology
- Mental health support*
- Exercise physiology
- Occupational therapy
- Speech therapy
- Dietetics
- Antenatal and postnatal classes
- Diabetes education consultations
- Approved quit smoking programs
- Weight management programs
*Mental health support includes sessions with counsellors, mental health social workers or mental health nurses.
To be eligible for telehealth benefits:
- The relevant service must be included on your extras cover
- Relevant waiting periods must have been served, and
- You must have annual limits remaining for the relevant service.
Claiming for telehealth services via HICAPS
Frank members can claim for telehealth services at the end of a consultation through HICAPS. To do this, advise your provider of your 19-digit Frank member card number.
You will need to have your member card number on hand before your consultation. You can access this information in the online member area, or you can contact us before your telehealth consultation.
The member card number is essential for your provider to be able to key your claim into HICAPS.
Telehealth and Frank FAQs
Frank will pay benefits towards the following services for telehealth consultations:
- Physiotherapy
- Psychology
- Mental health support
- Dietetics
- Occupational therapy
- Speech therapy with a speech pathologist
- Exercise physiology
- Antenatal and postnatal classes
- Weight management programs
- Approved quit smoking programs
- Diabetes education consultations
- You’ll be able to claim for a telehealth consultation up to your annual limits, as long as you’re already covered for the service and you’ve served the relevant waiting periods.
- You can check which services you’re covered for by logging in to the Frank app or member area.
- A telehealth consultation will only be provided where it is safe and clinically appropriate, so please check with your provider to see if this is something they're able to do.
You can claim for telehealth services at the end of your consultation through HICAPS. To do this, you will need to advise your provider of your 19-digit Frank member card number.
To have your member card number on hand before your consultation, you can access the member card number in the online member area, or you can contact us prior to your telehealth consultation.
Another option is to pay for the service upfront and then lodge your claim for benefits to be paid back into your nominated bank account. You can lodge your claim via the Frank app or member area.
All other extras claiming rules still apply as they would for standard extras claims.
Yes, it is up to the provider to determine the appropriate method for delivering telehealth services, and Frank will pay benefits towards services provided by both videoconference and telephone.
If you’ve already been seeing a particular health service provider regularly, check with them first to see whether they’re able to offer a telehealth consultation for your next appointment.
If you’re looking for a new health service provider offering telehealth consultations, use the find a provider search tool to help connect you with telehealth providers across the country.
The cost should not be more than what you normally pay, but ask your health care provider about fees and charges for telehealth services.
After you’ve reached your annual limits for a service on your extras cover, you will no longer be able to claim benefits for that service until annual limits reset on 1 January.
6 weeks free + skip 2 month waits on extras* when joining on combined cover.
*For new members who have not been a member during the last 12 months, joining on combined hospital and extras cover, paying by direct debit. Must pay first month to receive offer. Other waits (including hospital waits), annual and sub limits apply. Extras claims made with a previous fund count towards annual limits. Offer only available via Frank website or phone joins. Not available with any other offer or Frank OVHC. Frank may end this offer at any time without notice.
