Legals

What legal information do I need to know?

As much as having a detailed legal page goes against our simple nature, you need to know exactly what you’re signing up to when taking out health insurance.

That’s why we’ve listed all the legals you should be aware of in one area for you to read through.

Fund Rules

Before you join or transfer your health insurance to Frank we recommend you read Frank’s Fund Rules.

Important Information Guide

Think of this as your go-to guide for general member info; a Frank Health Insurance 101. The information in this guide should be read carefully and in conjunction with Frank’s Fund Rules and your product fact sheet(s).

View our Important Information Guide

Product fact sheets

Need-to-know information about what’s included on your cover, any waiting periods that may apply and other important details are included in the individual fact sheet for each Frank hospital and extras cover.

Fact sheets are provided in your welcome email when you join Frank and can be found in your member area or the Frank app at any time.

Privacy

We value the relationship between Frank and our members. An important part of this relationship is our commitment to protecting the personal information entrusted to us by our members.

View our privacy statement for members

Frank Health Insurance is brought to you by GMHBA Limited. In this privacy statement, references to ‘Frank Health Insurance’ are references to GMHBA Limited.

Direct Debit Service Agreement

View our direct debit service agreement

Digital Platform Terms of Use

View our digital platform terms of use

How to contact us

You can contact us by e-mail, phone or webchat. See our contact page for details.

Private Health Insurance Code of Conduct

Frank Health Insurance is brought to you by GMHBA Limited, proud to be a compliant member of the Private Health Insurance Code of Conduct. The Private Health Insurance Code of Conduct is designed to help you by providing clear information and transparency in your relationships with health insurers. The Code covers four main areas of conduct in private health insurance ensuring:

  • You receive the correct information on private health insurance from appropriately trained staff;
  • You are aware of the internal and external dispute resolution procedures with Frank Health Insurance;
  • Policy documentation contains all the information you require to make a fully informed decision about your purchase and all communications between you and Frank Health Insurance are conducted in a way that ensures appropriate information flows between the parties; and
  • All information between you and Frank is protected in accordance with national and state privacy principles.

You can download the Code at www.privatehealthcareaustralia.org.au/codeofconduct/


Community Rating

Frank Health Insurance is required to comply with Community Rating. Community Rating means Frank will not discriminate between members on the basis of their health or any other reason described below – basically equal opportunity for private health insurance.

When making decisions in relation to members, Frank will disregard the following:

  1. The suffering by the member of a chronic disease, illness or any other medical condition.
  2. The gender, race, sexual orientation or religious belief of a person.
  3. The age of a member, except in relation to Lifetime Health Cover loadings.
  4. Any other characteristic of a person (including but not just matters such as occupation or leisure pursuits) that are likely to result in an increased need for extras or hospital treatment.
  5. The frequency with which a person needs extras or hospital treatment.
  6. The amount, or extent, of the benefits to which a member becomes, or has become, entitled during a period.

Complaints or concerns

So you know what to expect of Frank, here is our process for dealing with complaints.

Frank thinks that honesty is the best policy. Share what is on your mind so we can help resolve it.

How to make a complaint:

We will respond to phone calls and webchats immediately during our operating hours, and we will follow up on all other contact methods within 5 business days. Where the matter is complex, we will attempt to finalise this within 20 business days. However, where the difficulty of the matter precludes this, we will inform you of the progress.

For more information on how to make a complaint and our internal process, see our Complaints Handling Policy.

If you’re still dissatisfied with the outcome of your complaint, you can receive free, independent advice from the Private Health Insurance Ombudsman.

Hotline: 1300 362 072
International: +61 2 5117 3600
Website: www.ombudsman.gov.au
Post: Commonwealth Ombudsman, GPO Box 442, Canberra ACT 2601