Frank Health Insurance

Frank used to be good. Great price, good customer service. For the last year, the service has been complete rubbish. It took my wife 48 min the other day to call them, as the web chat was closed due to high demand. This is ridiculous! Don't they know they need more CS people as they get more customers? I'm looking forward to changing health insurance providers Show details

Have been on the phone queue for more than 30 minutes each time with no response from Frank Insurance customer service rep. Seriously suspect Frank Insurance is not a legitimate private health insurance company. This is by far the most terrible insurance company, imagine customers trying to contact them in the event of an emergency. There is no one on the end of the line! Show details

customer service is the WORST. They upgraded the online accounts and required everyone to re-setup pwd etc but the system wouldn't do it so I called them spent 1.5 hrs on phone (most of it on hold with the most annoying recorded messages cycling) was told it would be sorted out I would receive an email w login etc. Days later nothing except I am… Read more

mistakenly charged $195 - I write to them by email - twice - and get absolutely no response. Now my only option is another phone call and staying on hold forever. Frank customer service is really bad and I would happily ditch them but it's more hassle getting quotes etc choosing new insurance than ringing back Frank I guess...what a nightmare and I'm paying $195 per fortnight for it I feel like an id*ot. I need access to my account to sort out my limits as I'm making appointments and this is all being delayed its so frustrating and actually urgent

0/5 – Extremely Misleading and Stressful Experience Our experience with Frank Insurance has been absolutely terrible and has caused enormous emotional and financial distress for our family. Before our delivery, Their representatives assured us that we could proceed with our chosen private hospital (Frances Perry House) and their doctors, and… Read more

that everything would be handled smoothly. Based on this information, we made our decision in good faith, trusting the information provided by your team.

However, after the birth, we started receiving invoices and even debt collection notices in my wife’s name something that should never have happened if we had been properly informed.

What’s most concerning is that Their representatives completely misled us during the process. They failed to clearly explain the exclusions or conditions, and provided incorrect and incomplete guidance at every step. Their misinformation has caused serious emotional stress, financial pressure, and unnecessary legal threats for us while we are trying to care for a newborn.

I would strongly advise others to be extremely cautious when dealing with Frank Insurance. Double-check every detail before trusting anything their customer service team says. We trusted their word and are now suffering for it.

Review for Harrison M – Exceptional Service and Professionalism I recently had the pleasure of speaking with Harrison M from Frank regarding a sensitive matter on my policy, and I cannot speak highly enough of the experience. From the moment our conversation began, Harrison displayed exceptional emotional intelligence, empathy, and a calm,… Read more ·  1

professional demeanour that immediately put me at ease.

What stood out most was his ability to handle the issue with discretion and care—he didn’t ask unnecessary questions or make irrelevant statements. Instead, he got straight to the point, identified the best solution quickly, and guided me through the process with clarity and respect. It’s rare to find someone who strikes the perfect balance between efficiency and compassion, but Harrison did precisely that.

He was well-mannered, articulate, and confident without being overbearing—an excellent communicator and a true asset to any customer-facing team. His professionalism and people skills reflect the qualities of someone destined for leadership roles. I can easily see him excelling in training, mentoring, or managerial positions where emotional intelligence and a results-driven mindset are critical.

Harrison is a standout example of what great service looks like, and I’m grateful for his help. Frank is lucky to have him.

— A very satisfied customer

Seven weeks’ premium on Frank - The benchmark of transparency – Been with Frank for longer than I can remember now. How good is the latest from them? ---------------------------- Great news, we'll be covering 7 weeks of your premium payments. From 30 September 2024, COVID-19 savings will be returned via a premium contribution for eligible active resident policies. To be eligible for this payment, your Frank… Read more ·  1

private health insurance resident policy needs to be active on 25 September 2024 and remain active on 30 September 2024. This is just a heads up about what’s coming. We’re working on getting these savings back to you and we’ll be in touch in September with a reminder.

What are COVID-19 savings?

During the COVID-19 pandemic, Frank set aside funds to pay for anticipated delayed claims, but not all claims that we planned for have been made. This has resulted in us generating additional savings – so we’re giving these claims savings back to our members. How will it work?

You won’t need to do a thing. We’ll make this payment on your behalf and from 30 September 2024 your ‘paid-to date’ will be moved forward by 7 weeks. The 7-week contribution will be calculated on 25 September 2024 and based on the weekly net premium amount for your cover. If there are changes to your cover after this date, including to any rebates, loadings or discounts applied to your membership, then your premium contribution may no longer be precisely 7 weeks.

Harrison at Frank was really helpful in helping explain and navigate different health insurance options, and explain some of the fine print. He ended up getting me a much better deal that I was being offered by a competitor. Win/win! Show details ·  1

Harrison from the Sales and Retention team is a true golden human. The care he took to hear my story, his ability to filter that back to me in easy and comprehensive language are second to none. It was not my intention to get on the spot Health insurance but the time he spent with me was exceptional and deeply useful. I can not thank him enough, I… Read more

wish I could send him a gift to say thanks as he was just so brilliant. Frank Health Insurance; please continue with the excellence in developing your team and if you are looking for a champion of your business and someone to spread the benefits of health cover, look no further than Harrison.

Outstanding service from Harrison in the sales and rentention team. Harrison very patiently and clearly explained a wide variety of pros and cons of keeping my policy, suspending it or upgrading it. My situation is quite complex and he gave me lots of details that will help me decide how to move forward in the coming months and years. I was… Read more

especially impressed that he didn't try to wrap up the call quickly, so I felt free to continue asking questions until I had everything clarified.

After claiming via email with Frank for over two years without any issues, Frank has not answered my latest email claim so I resent it, now they are claiming they need 3 forms of ID for security from me. They have my whole history of claims and my details on file already. When I asked what that's about once again they did not answer. I have now… Read more

sent a 3rd email and the 3 forms of ID as well and waiting for a response. This is unaccaptable considering the years of paying money we have been doing for this terrible service with zero communcation or explanation. We should not have to jump through hoops to make a claim. Currently looking elsewhere

Franks support ghosting. In their website/app, it mentioned: Expected response time is 3 - 4 business days I am asking them if I am eligible to claim the glasses frame if I buy from OSPM. The reason of this is they rejected my claim previously because they said they don't support the provider. This is why I need their confirmation before I do… Read more

my purchase this time.

It's almost end of year and my claim allowance will be reset soon. Wondering if they do that purposely so I miss this year's budget for glasses claim. :(

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Imagine, if you have important surgery you need the quote, what you can or cannot claim. You don't get the response on time. That won't be good.

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Looking for other alternative soon. Frank is too risky when there's critical moment.

Good luck dealing with customer service if you manage to get through. Extended wait times and replies days apart in their online portal. I had to follow up with my bank and waste time to sort out a refund that should have been posted if Frank had followed the correct process. Their rating was quite high some years back but likely they have cut back on staff to save costs and this is the result. Show details

Total scam insurance. I pay $145 per month for my family and just had to pay $725 out of pocket for a dental checkup for 3 of the 4 of us. This has been our only dental treatment this year and the insurance didn’t even cover half of a preventative dental check. Their policy wording is extremely misleading as well. When you compare their extras… Read more

cover against other policies it looks pretty good - $400 for physio sounds pretty appealing. But how they handle it is that you can only claim for $400 of SERVICES! I’ve had 2 physio appointments this year and am already maxed out even though I only got $48 back. Do not buy!!

I purchased hospitial cover and simple extras with a $600 per person $1200 per family dental limit and got my teeth cleaned for $199 and they paid $107 towards it only only disclosing their very low per item claim limits after making the claim. Had to sit on a call for 1 hour just to find this out. Horrible product ! beware of this scam company… Read more

and their hidden per item limits its not worth it at all. They paid $29.60 towards oral exam , $60.20 for general teeth clenaing and $17.90 for Topical Appln

Exceptional Service That Made A Difference I just wanted to share my fantastic experience with Frank Health Insurance, thanks to an outstanding customer service agent names Harrison. I originally called in intending to cancel my policy completely, but Harrison's friendly and understanding approach really persuaded me otherwise. He took the time to… Read more ·  1

listen to my concerns and explained my options in a way that was never pushy or overly sales. Instead, he was just genuinely helpful and thanks to his great service I ended up staying with Frank Health Insurance for a little longer then I originally planned and feel good about what he put in place for me after hearing my concerns and circumstances. Huge thanks to Harrison for his excellent support!

My experience with Frank Health Insurance has been extremely disappointing. Initially, the premiums were very good, and I received value for money. Seven years later, things have changed considerably. Communication has consistently been unclear, incomplete, or inaccurate, and I found it very difficult to get straightforward information about my… Read more

cover. One example: when my new health fund requested a transfer certificate effective from 10 October, Frank cancelled my cover immediately instead of on the requested date, and issued a clearance certificate before the new fund had even received the transfer. This created unnecessary complications and perfectly illustrates the lack of care and accuracy I experienced throughout my membership.

I also found Frank’s fact sheets and online information confusing, with important restrictions and conditions buried in links or worded in ways that made it hard to understand what was actually covered. When I sought clarification, the responses I received did little to resolve my concerns or build trust. I ultimately decided to leave Frank because of these ongoing issues. Based on my experience, I cannot recommend them to anyone who values transparency, accuracy, and reliable communication from their health insurer.

I have been with Frank Health for over 10 years and we are so happy with this insurance company. The app is easy to use, they respond to my online enquiries in a timely manner and they have offered a streamed process when claiming hospital cover. Show details ·  1

Harrison M was fantastic. Understood the situation I was in and made every accomodation he could to help me through it. You never know what you're going to get from customer service these days, but he made the whole Frank Health Insurance experience great for me. Appreciated it greatly. Show details ·  1

Harrison was great helped me figure out what plan I needed etc I was very confused going into the call and he was very informed and helped make everything easy !! Show details ·  1

Called to potentially Cxl the policy after comparing online to others but after chatting to Harrison in the customer service & retention team who was next level, old school customer service amazing. So refreshing to have attention to detail, listening to our needs and making the process easier and better to fit our family needs and rolling us on… Read more ·  1

for what we need. A massive Thankyou to Harrison from Frank to make us feel great with our choice and take out this policy. Knowing we have cover at a level with a company that actually covers you rather than trying to avoid members claims is very comforting.

My wife had an accident and fractured her foot. Frank customer service was amazingly efficient sorting out the accident claim form within hours to allow her to make the surgery next day. Very helpful team with great efficiency. Show details ·  1

Frank is no different from the other health funds. They wish to extract as much money from you as possible and provide the bare minimum level of cover. They'll weasel their way out of providing you with rebates. If I didn't need it for the MSL I wouldn't bother having it. I am due to attend hospital tomorrow (short day case) and need to pay the… Read more

full $1070 for the hospital fee (plus surgeon fee obviously, there is no anaesthetist). I've been with Frank since 2018 and this year's policy was $6k.

Would recommend – Had nothing but a good experience with Frank and what they are doing different to most health insurance companies. Unfortunately had to switch due to them no longer having an agreement with a health provider I used. Otherwise wouldn't have left. Show details

Lies lies and more lies – Absolutely disgusting im a long time customer who was lied to over phone about a hardship hold on cover wouldn't recommend any business that lies to customers and then when asked doesnt care well im going to ombudsman ad i know all calls are recorded .no towards for customers loyalty anymore Show details

Hate paying it but without it I'm dead – I have been with FRANK since they told jokes over the phone while you waited for your call to be answered. Now I can say FRANK answers the phone very quickly and I miss the Jokes. To be honest that was my only complaint I had. It must be ten plus years I have been with them and I have used there service many times and never have they questioned… Read more ·  1

me. But we never want insurance untill you need insurance and FRANK at least makes it easy, and at my age it has to be.

Great interactions with staff – Have been with Frank for about 4 years and have always had very helpful service on the phone and great online service and help always. Show details

Very easy to use – I've been with Franks for over 5 years and it's always super simple to make an extras claim and try and use them. I was a bit concerned when I'd read they scammed customers with pricing based on an analysis of Choice. Seems like they are all in it for the money and I shopped around but they seem to have a good price and policies ratio. I… Read more

haven't had to make any other claims, touch wood, so have only had good experiences with extras and general service needs.

Covers me when I need it – I am pleased with the service I receive and able to speak directly to a person and get the information that I need when I need it. Thank you. Show details