I've been a Frank member since a year ago. It's shocking that they don't even pay you back what you pay for a GP!!! I'm paying 75$/ month! I don't know what will i be covered for! Nothing
I am covered on their Basic Hospital Cover which covers you in a shared room in a public hospital (including pregnancy).
When I became pregnant, I decided to be admitted as a private patient at my local public hospital. I was subsequently told that Frank barely covers me for any of my hospital fees - I am left paying an additional $1215 for 3 nights in a shared room (in addition to the $500 excess).
This wouldn't be an issue if they stated that SOME public hospitals are not covered (rather than making the false claim that all public hospitals...
Terrible experience so far
Just switched to Frank from AHM - was quite impressed with the initial communications and pricing. However, during switch-over experienced the following:
- Wrong rebate tier was applied, was lucky enough to open Member area and check details, then had to call back to get this fixed
- Waiting period already served with AHM seem to be transferred incorrectly
- After just a week of being with Frank lost my access to Member area. Access has been restored a week after, the Member area is still broken, since access to Make Claim area still not wor...
I agree 100% with mr yes.
I took up pregnancy cover 18 months ago and now I find out I'm not covered in a private hospital. What's the point of having pregnancy cover if your not covered? I believed I was covered that's why I took out private cover. I was fully covered years ago with Medibank.
When trying to resolve the issue this morning- the girl I spoke to was so unhelpful and when I said that I would go elsewhere she encouraged it. Just rude. No attempt to escalate the problem or come up with a solution. Your way or the hiway attitude. I will definitely be changing cover with another provider.
Not good if you need to claim
Frank tries to make everything appear straight forward and transparent, but try claiming and see how little you get back and just how much they really are lacking in transparency. Their policy details seems to conveniently leave out information that comes as a nasty shock at the time of paying the medical bills. When challenged, the staff aren't able to provide robust demonstration of how decisions are derived from their own policy documents.
I think they intentionally lead customers up the garden path just to make themselves look appealing when you sign up for their services.
Unless you like lucky dips at claim time, I recommend looking elsewhere. I'm now going to switch due to such a bad experience with Frank.
Any excuse not to pay claims
Deceptive - not transparent , they do heaps of audits on claims - either they refuse to pay out or pay then demand their money back - because of the fine and hidden clauses not made known to consumers - even their staff are clueless in these matters . Poor communication - they have cancelled accounts without informing consumers first or responding to outstanding matters - go else where, phone delays are long - averaging 40 minutes or more - go with any one else
time is important message!
Called at 2pm....still waiting with your "we know you dont like to wait" for 20minutes and still no answer 9/8/16 Very poor service if you cant leave a message to call back!
Worst Health Fund in the known Universe
The policy represents good value at a glance but saving $20 a month isn't worth being $10k out of pocket if you ever receive treatment from these guys.
Fact: Frank pay 120% of the MBS fee which in this day and age is grossly insufficient with what doctors charge.and almost guarantees to leave you out of pocket.
Fact: Frank pay well under the state average of Hospital Costs in EVERY state in Australia, No biggie hospital costs aren't the sort of thing people expect to be covered for with their health cover anyway.
Fact: Well under the...Gap cover rating score in EVERY state in Australia, not to worry im sure those 185 employees I mean customers who left the good reviews didn't find that to be the case right. Hey NIB suddenly aren't looking so reprehensible with their pathetic Gap cover offerings. Fact: Unless your some elderly Ms with 17 cats or some poindexter who chose clarinet over footy at high school you're probably not going to go on a review site and leave a review of the wonderful time they had with their insurance. They all seem to be 1 review people as well mmm interesting surely they couldnt be employees of the company could they, and that a very positve result on product review which doesnt really match up with real they have the 4th worst retention levels of all the 33 funds. Do yourself a favor people smarten up and give these clowns a wide birth, they are an embarrassment and a joke and contrary to their ads make no mistake about it you will hate them.
- Verified customer
Anything not to pay a claim
We had to submit an ambulance claim, the doctor called an ambulance in a emergency situation from his surgery to the hospital where our daughter had her appendix removed. The invoice did not stipulate "emergency transport" so the claim was rejected. After speaking to Frank I was told if the doctor would write a letter stating it was an emergency they would process the claim. We resubmitted the claim and heard nothing, I called to follow up on the claim when I was told "oh yeah we have that" I will have to refer to management... still heard noth...ing so chased up again to be told a doctor was not in a position to say it was emergency transport so the claim would be rejected. I suppose this is what you get when try and get a budget cover - they obviously do not like to pay out and make it very difficult for customers to put in a successful claim.
Still cant cancel because no one answers the phone. Dont pay claims. Waited 2hrs 3 times no answer. Keep charging tho
- Verified customer
Frank Health Insurer is misleading overseas customers holding working visa cover
Recently when I got into hospital with a minor injury I was confident that Accidental Injuries are coved by Frank, however I was given a $750 bill for 20 minutes appointment with hospital staff and, as turned, Accidental Injuries were not covered. So, this provider is very clever, as you will find on their working visa cover overview on the left-hand side, where they put the heading "What's covered" also what is not covered but it looks from first sight they cover everything and I was caught by that. This is misleading and also unethical and ...my first point is that the health insurer has to highlight the word "except" on the left-hand side for its customers to pay more attention to it, because the insurer put ticks for those services which are not covered in the same column under the heading "What's covered". In my point of view the provider had to put crosses not ticks or put all not-covered services on the right-hand side under the heading “What’s not covered”. Another point is that the working visa cover is mostly for internationals, for them English is a second language, so all the Information should be presented simply, clearly and without any tricks. I agree with another person that even if this insurance is cheap your cover is expensive because it covers almost nothing - 7 services are covered and 21 are not. I advise all new customers to read carefully and ask for a professional help before joining Frank in order to avoid creasy bills.
They cancelled the membership but NO REFUND!
Had to pay the first month for the OVHC so inlaws were covered upon arrival in Australia, but a week later Frank Insurance cancels the membership and NO REFUND! I explained to them that immigration wanted a specific health insurance and they were going to accept whatever I found (even if it was specific to working visa) as long as it met immigration requirement (8501 compliant), but no empathy on their part. However they were HAPPY TO ACCEPT PAYMENT FOR A SERVICE THEY DIDN'T PROVIDE!
Very Poor customer exsperience
Frank were quick to sign me up as a new customer, but offered poor customer service once I was a member! I'm switching after only joining 2 months ago. To be frank, I am disappointed
how is a estimated 4 minute wait some 20+ minutes?
Is this another case of once we are a member answering our calls are no longer a priority? Disappointing. Also last time I needed to make an on line claim it took some 3 months to enact. Cheaper in not always better.
Let's get real here ...
the only reason I chose this cover is for tax purposes; I would never make a claim or in any make use of this nonsense policy; it only exists to reduce my private health costs; this is now the fourth different health fund I have joined, because it's the CHEAPEST; I wish all you people would shop around, as that is the only way to stop the yearly nonsense price increases; trust me: there is no greater satisfaction than to tell your current health fund that you have found someone cheaper by three (3) dollars - and then switch away from them;
- Verified customer
Long waiting times for response
Expect to wait over 20 minutes just to talk to a human being every time you phone the call centre.
No cover for accident
My 3 year old daughter fell and got a big, deep splinter in her foot. Upon scans and booking her into the private hospital I then get a call from hospital saying Frank won't cover her as they do not seem this to be an accident!!!!
Then to make matters worse each customer service rep would give me conflicting information.
No need to pay for private health cover with Frank as it's not covered anyway.
The worst customer service
On the two occasions that I spoke with customer service I experienced the worst customer service I've ever received. I found the staff to be condescending and lazy. Completely unhelpful. Whenever I asked a question about their health cover (which is what customer service is there for???) they would ask "is it on the website?" I would say "I'm not sure" and they would reply "try looking it up on the website". These guys may be cheap but so are their customer service team.
- Verified customer
Incorrect information given online and zero customer service offered to resolve fault.
Frank promoted themselves as on online company so we decided to join online two days before the 1 April price rise. We followed the Frank website joining process and gave payment details for two annual premiums. The generated acceptance emails advised our policy started 30 March 2015. We read all the information given during the sign up process and selected their joining offer of waiver of waiting periods.
Three days later, and after the price rise we both received emails with adviice of a premium increases. We generated an email back as...king why. After no response in their given 3 day response time frame, my daughter rang and was advised prices had increased as they did not bill from the website, but at a batch time post 1 April, so new rates applied. And they would no honour the web sign up details even though they admitted the website was at fault, but that was our problem as we did not look under the area for prices post 1 April. Why would we, it did not apply as we where joining on 30 March! I then rang to question this invalid website sign up correspondence and was parroted the same reasons. Not prepared to honour their website sign up generated paperwork. They could not cancel payment process without 7 days notice as it was batched. We cancelled our annual policies and then had to wait till 30 April to have our funds returnrd. Email responses not answered inside their given 3 day time frame, no interest in resolving our situation because their website process was incorrect. From our perspective a poor experience, we had to pay higher post 1 April rates with another insurer and lost the opportunity for bonus offers available in the market place at the time.
Questions & Answers
Does frank health insurance cover life health cover in all states ? I live in SA.
I guess as health is Federal, but check with Frank please
Ho my name is Giuseppe Capone member number 321684.
With my working visa coverage I can get reimbursement for medicines like high blood pressure or specialist visit?
We have been with Frank for 3 years and they have been very professional when ever I need to find out anything to do with our policy and claims would recommend them to anyone. The only thing I don't know is if our policy is from January to December or does it restart from financial year.
Hi....well i guess you are lucky. I had a terrible time with them
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.