FAQs

How do I log in to my member area?

Access the Frank member area via the main menu login and enter your email address and password when prompted. You'll also need your mobile phone handy for multi-factor authentication (MFA).

Logging in for the first time from Oct 2025? You'll need to reset your password, and then set up MFA. 

If this is your first time logging in, you will need to register.

Forgotten your password?

1. Go to the Frank member area login page.
2. Click "Forgot password?" in the password field.
3. Enter your email address – use the one linked to your membership.
4. Check your email – you’ll receive a one-time passcode (OTP). Enter it to continue.
5. Phone verification – check your SMS and enter the OTP sent to your phone to confirm your mobile number.
6. Update your password – follow the prompts to set a new password.
7. Log in to the member area – with your new password.
8. If you haven’t already set up multi-factor authentication (MFA) – select SMS or authenticator app to complete set up. 

Still having trouble logging in?

See our helpful member area FAQs.

How do I claim my extras with Frank?

The easiest way to claim extras is with your Frank member card. Just tap your digital card or swipe your physical card at the provider, and we’ll pay them automatically. You just pay the difference.

If your provider doesn’t have a HICAPS/HealthPoint machine to claim on the spot, you’ll need to pay your account upfront in full and submit your claim online via the Frank app or member area.

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?

We send your tax information directly to the ATO. Learn more about EOFY with Frank.

Will my first direct debit amount be my normal premium?

Sure will be! We’ll take the first debit within the first business day or two after you sign up. It will just be for your standard premium.

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 annual limits reset?

We work on a calendar year so Frank's annual limits run from January to December and reset or roll over* on 1 January each year.

*Annual limit rollover is available on Frank Bundables extras cover only. Waiting periods and eligibility criteria apply. Find out more.

If I reach my extras limit, can I claim the rest of my partner’s limits?

It depends on your cover. Most Frank extras have a ‘per person’ limit on included services, as well as membership limits. Frank Bundables only have membership limits which means that the annual limit can be shared by all people on the policy.

Once you reach your per person or membership limit, you’ll need to wait until annual limits reset on 1 January before you can claim benefits for the new calendar year.

Are orthodontic limits included in dental limits?

This depends on your extras cover. On Frank Bundables, the orthodontic sub-limit is shared with major dental while on More Extras there is a separate annual limit for orthodontics and major dental. Keep in mind that orthodontics also have a lifetime limit per person on the policy. Refer to your cover’s fact sheet for more information.

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 MBS item numbers and the charge from each of your doctors. Then we can let you know what you’ll be covered for and provide a benefit estimate.

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?

Find out more about how to claim for in-hospital procedures.