Swipe your membership card at the provider (as long as it has a HICAPS machine) and pay the gap if there is any remaining balance on the bill. I
If the provider doesn't have a HICAPS machine, pay the bill in full, keep your receipt, then submit a claim via the app or online member area.
If you're claiming for hospital services
You'll have to pay your excess amount directly to the hospital. Then, the hospital bills Frank for the remainder. In some cases, hospitals charge more than the amount covered by Frank, and you'll have to pay the difference, on top of your excess. This is called the gap amount. For medical services within a hospital, your doctor or specialist may bill Frank and Medicare directly, and then they will send you a bill or any out-of-pocket expenses.
If the doctor sends you the entire bill, you will need to submit the claim through Medicare using 'two-way' claiming for Frank and Medicare to pay benefits.
If you need any help, you can email frank@frankhealthinsurance.com.au
Complaints info
Frank is owned by GMHBA, which has a reasonable track record for complaints. GMHBA has 2.2% of market share but only accounted for 1.9% of all complaints received by the Commonwealth Ombudsman's Office. However, it did account for 2.7% of all complaints investigated by the Office.
Congratulations, Frank!
Frank received the highly commended award for 'Health Insurance - Basic Hospital' in the 2024 Product Awards.
All user-submitted reviews must meet our review guidelines. These set out our standards and expectations, including that the review is from by a genuine user of the relevant product or service and that it is honest, authentic and respectful. We explicitly prohibit fake or otherwise misleading reviews and we check all submissions, but we make no guarantee as to the authenticity of any published review or reviewer. Some reviews may be submitted (regardless of sentiment) in exchange for entry into any competition(s) for which we are the promoter.
10 of 84 reviews
★★★★★tom (NSW) 2 years ago
Via customer survey commissioned by Finder
i love it
★★★★★Bartholomew Gennardi (VIC) 2 years ago
Via customer survey commissioned by Finder
Really easy to use, hassle free and clear.
★★★★★ (NSW) 2 years ago
Via customer survey commissioned by Finder
★★★★★Ward24 (QLD) 2 years ago
Via customer survey commissioned by Finder
good service
★★★★★google (NSW) 2 years ago
Via customer survey commissioned by Finder
A good insurance policy, which covers a wealth of insurance regulations
★★★★★Graham (NSW) 2 years ago
Via customer survey commissioned by Finder
None
★★★★★Because its the womens choice (QLD) 2 years ago
Nicola Middlemiss is a journalist with nearly a decade of experience in personal finance and insurance. She has contributed to Domain, Yahoo Finance, Money Magazine and Insurance Business Australia, offering in-depth insights into commercial insurance in the Australian market. Nicola holds a Bachelor’s degree in English from the University of Leeds and a Tier 1 General Insurance (General Advice) certification, which complies with ASIC standards. See full bio
Nicola's expertise
Nicola has written 245 Finder guides across topics including:
Personal finance
Personal insurance, including car, health, home, life, pet and travel insurance
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