How do I log into my member area?
Click on the ‘Member Area’ link in the main menu. You can log in from there.
Forgotten your password?
- Go to the login page.
- Click the "Forgotten your password?" link.
- Enter your Member Number (it's on your Frank card).
- Enter your date of birth.
Your password will be emailed to the email address on your membership.
Why hasn’t my medical claim been paid yet?
In order to pay the medical claims for any hospital visit, we need to have the hospital account first. The hospital can take up to 4 weeks to send this through.
Where do I find my tax statement?
Annual tax statements are online in your member area from around the 2nd week in July (you’ll be notified via email when yours is ready). Just log into your member area and your tax statement will be in your inbox.
Which extras providers can I go and see in my area?
We believe in freedom of choice, so we pay the same benefits to any registered provider. As long as you don’t work with them and they aren't related to you, then you’re free to see your favourite provider.
Can I claim for consultations in my specialist's rooms?
No. Hospital cover only covers you while you’re an inpatient in hospital, so specialists are only covered for the periods of time you’re admitted. However, Medicare usually covers a portion of the specialist consultation so make sure you check with them.
When do my limits reset?
We work on a calendar year so your limits run from January–December and reset on 1 January each year.
Are orthodontic limits included in dental limits?
On Some and Lots Extras yes. Orthodontic work under theses covers will come off the amount you can claim for dental for the year.
However, on the Essentials Bundle, there is a separate limit for Orthodontic.
I’m going into hospital. Can Frank help me work out my total out of pocket expenses?
Of course. We just need to know the item numbers and the charge from each of your doctors. Then we can let you know what you’ll be covered for.
Your doctors should discuss potential out of pocket expenses with you in their consultations, so remember to ask them.
I’ve got a bill for my in-hospital procedure. What should I do?
Read the how to claim for in-hospital procedures.