Introducing Telehealth

To make staying healthy easy as, Frank has introduced new telehealth ancillary benefits for a wide range of services as part of our COVID-19 member support package.

With social distancing measures in place, it’s important that our members can receive the treatment they need at this time. Telehealth consultations are safe, effective and give members continuity of care from the safety of their homes.

Telehealth services available

In line with your level of cover, Frank members with extras cover can access benefits for telehealth consultations for:

Physiotherapy

Psychology

Exercise physiology 

Occupational therapy

Speech therapy

Dietetics

Antenatal and postnatal classes

Diabetes education consultations

Approved quit smoking programs

Weight management programs

All telehealth benefits will be available until 30 September 2020, but we'll continue to assess the pandemic situation to determine if we will extend this date.

No out of pocket physio with Kieser

In partnership with Kieser, Frank members will have access to telehealth and face-to-face physiotherapy with no out of pocket costs up to your annual limits until 30 September 2020.

Kieser is an innovative program that integrates the benefits of physiotherapy, rehabilitation and strength training. Kieser offers evidence based and individualised programs, with a network of 270 health professionals throughout Australia.

Access to Kieser Konnect app

Frank Konnect AppFrank members will also have free access to Kieser Konnect, to participate in specialised strength and conditioning programs at home. Your program in the app can be personalised following a telehealth consultation with a Kieser physiotherapist.

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.

Physiotherapy at home with Geelong Physiotherapy

Telehealth and face-to-face physiotherapy consultations with no out of pocket costs up to your annual limits will also be available to Frank members in partnership with Geelong Physiotherapy. This is available for both local Geelong members, as well as our members outside of Geelong.

Book now

Upgrade your cover and we’ll waive 2 month waits on extras*. Ends 30 September 2020.

*For existing members upgrading their extras cover or adding extras cover to their policy. 6 and 12 month waits, annual and sub limits apply. Extras claims made with a previous fund count towards annual limits. Not available in conjunction with any other offer. Offer ends 30 September 2020.

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Telehealth and Frank FAQs

Frank will pay benefits towards the following services for telehealth consultations:

  • Physiotherapy
  • Psychology
  • 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 into the 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.
  • Benefits for telehealth services will be available until 30 September 2020, however we'll continue to assess the pandemic situation to determine if we need to extend this date.

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 up front and then lodge your claim for benefits to be paid back into your nominated bank account. You can lodge your claim:

  • Online via the member area
  • Using our online photo claiming tool – contact us to obtain access to this
  • Email your claim through to us

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 one of the search tools below 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 particular extras service on your policy, you will no longer be able to claim benefits for that service.