What are COVID-19 claims savings?

Frank set aside funds to pay for claims that had to be postponed during COVID-19, as we expected our members would seek treatment in the future. Not all claims that we planned for were made, so we've returned value to our members through various methods.

Throughout the pandemic, Frank will have returned more than $25 million to members through a range of support initiatives.

Who was eligible?

Frank provided members who held active cover during the COVID-19 lockdown period with a one-off payment, as the ability to fully use cover was impacted during this time.

COVID-19 claims savings were returned to eligible active memberships in December 2022 as a one-month contribution, and returned to eligible suspended and former memberships in May-June 2023 as a one-off payment.

To be eligible for a payment, members must have held an active resident policy for a minimum of 3 months between 1 April 2020 and 30 November 2022.

The amount received by those with suspended or former memberships is based on product holding and tenure during the eligibility period. This payment was made to the policy holder on behalf of all members covered on the policy.


How will I receive my payment?

If you are eligible for the suspended or former membership return of claims savings, we will contact you with specific information. 

  • Payments were processed by 30 June 2023  
  • The payment was made via direct credit to the claims refund account details that we have on file for you 
  • If we were unable to pay you via direct credit, a cheque has been posted to the address we have on file instead. Please allow up to 10 business days for this to arrive after the processing date, depending on your location.  

If you have any issues receiving your payment after this time, please get in touch. 

Is there anything I need to do? 

Please check that your claims refund account, contact details and communication preferences are up to date in your member area or get in touch with us on the contact details below. 

Suspended and former members still have access to their online member area. You will need to use the email address that Frank has on file as part of your membership to log in.  

If you have any trouble logging in, we can help.

What if I haven’t received my payment?

If you are an eligible suspended or former member and haven’t received your direct credit payment after 30 June 2023, there may have been an issue with the account details we had on file for you. If this has occurred, a cheque has been posted to the address we have on file for you.

If you’ve waited the recommended 10 business days after the payment processing date and no payment has arrived, please submit a query from your member area, or phone us.

When did active memberships receive their one-month contribution payment?

Frank covered the normal member payment for one months’ health insurance for eligible active resident policies.

The contribution was made on 10 December 2022 for eligible active members. On this date, the paid to date on most active resident private health insurance policies was moved forward one month. As most members are on direct debit, this resulted in their direct debits not coming out prior to Christmas. If a member had pre-paid a policy 12 months in advance, a one month refund was processed.

Members with suspended resident policies that weren't classified as active on 30 November 2022 didn't qualify for the one month contribution. Suspended members instead received a one-off payment in May-June 2023.

Please refer to your communication for your specific payment method, or reach out if you need more information.

You can view the Return of Surplus one month contribution received in the Premium payment history page in your member area.


Why have we given some funds back but still adjusting premiums on 1 October 2023?

The funds we returned through the return of COVID-19 claims savings are specifically in relation to savings made throughout the period that COVID-19 impacted access to healthcare treatments for members.

The reason why health insurance premiums are reviewed is because health care costs increase year-on-year. Health care costs are driven by a number of factors outside of the industry’s control, including:

  • Increased cost of health service delivery with things like new medical technologies and treatments
  • An ageing population and people living longer
  • Growing rates of chronic conditions

As a health fund, we have a responsibility to address and react to these rising costs and prepare for the future, to ensure our members continue to get access to the care they require. While we do need to make changes to premiums, as a member-based health fund we continually try to put value back into our products for the benefit of all members.

How has Frank supported members during COVID-19?

Throughout the pandemic, Frank will have returned more than $25 million to members through the following initiatives:   

  • Freezing premium increases for six months in both 2020, 2022 and 2023
  • Return of claims savings to active resident memberships in December 2022
  • Return of claims savings to suspended and former memberships in May-June 2023
  • Providing telehealth benefits for a wide range of extras services to support continuity of care at home
  • Partnered with Kieser to bring physiotherapy and related strength training direct to our eligible extras members with no out of pocket expenses (until 31 March 2021) 
  • Provided a deferred elective surgery support program for physiotherapy and psychology consultations available to affected members (until 30 September 2022)
  • Waiving the minimum suspension period, so members who were eligible for a policy suspension could reactivate their cover at any time.

Get more information on our COVID-19 member support package