dont go there! issue resolved
issues resolved recieved my full refund communication not very good there needs to be more communication in the future so to avoid a bad review i think things were better before the merge to frank
Pretty good but have not compared funds for a while
Website easy to navigate and if you need additional information easy to contact. Customer staff have also been very courteous and helpful. Claims are paid quickly. Ive been with Frank for a long time and am disappointed that loyalty rebates are being discontinued as well as some of the other rebates.
Review collected in partnership with Frank Health Insurance
Their staff give misleading information and try to get out of paying off your claims!
I have extras cover with Frank Insurance which is meant to cover any ambulance services. I had to use the NSW ambulance service 3 months ago and I end up paying the ambulance invoice myself because Frank wasn’t responding to them. I tried to claim it back from them and they keep asking me for more documents even though I already sent them everything they asked me to send! I don’t know what they are aiming for here but it definitely doesn’t look like they are doing their job properly!! Don’t recommend it!
Customer sevice isn't great and it really isn't value for money.
The policy was not good value considering you can obtain an almost identical policy from competitors for cheaper, they for some reason misspelled my name even though I signed up via the online form (and everything was typed), it took them longer than usual to setup my account after receiving the clearance certificate and upon trying to cancel my policy, the customer service officer made it purposefully difficult.
Faulty system, hiding behind guise of non profit to deny services &/or compensation
Been a customer with Frank for years, recently my wife and i decided to split our insurances - they ended up putting all of my wife's claims on my profile and i started getting limit reached error on every claim. On contacting them i was informed that i would not be able to claim anything through member portal and will have to do so claims manually through emails where they were rejected twice for same issue ( untrained staff). Went to ombudsman to get this sorted and finally got my claims processed. No compensation provided and told that syste...m issue will FIX ITSELF on 1st jan - which is not really true as limits just reset on 1st jan. Not happy... Many others might not even know that they are missing out on claims due to such system errors. Not even ready to acknowledge the issue on their portal.
Disgraceful behaviour during the covid pandemic
Both my husband and myself have been stood down for the past 7 months due to Covid 19.
Like others we have found the way Frank has handled this crisis to be extremely disappointing. Initially Frank would not do anything to help us out at all, we called and they said sorry we can’t do anything for you. We should have left the fund then but we didn’t unfortunately. They did delay the premium increase for 6 months though like all the other health funds.
Now when we applied for Financial hardship they have denied my application based on the su...per cumbersome and rather ridiculous process they have set up. I provided them with my stand-down letters as proof of being stood down. Unlike all the other businesses we have dealt with during this pandemic this was not enough for Frank. They required an individual letter from my employer stating that they had applied for Jobkeeper for me. It is obvious to me that my employer has much more important things to deal with, like keep the business afloat, rather than individual letters confirming that they have applied for Jobkeeper for all of their employees. It is unreasonable to expect any company to provide more individual letters confirming exactly what the stand down letter confirms. This is ridiculous and as I have said Frank are the only company that we’ve dealt with that requires such extensive documentation. That’s the purpose of the Stand-down letter isn’t it? So let me get this right.... if I wasn’t on Jobkeeper they have denied me financial hardship, when I need it the most as I have no income at all, based on nothing other than being callous when I have provided clear proof that I am stood down. However if I am on Jobkeeper (and therefore in a better financial position) then they will give me the 30% discount! What a joke that is. Personally I don’t see what Jobkeeper or Jobseeker has to do with anything. The fact that they will give me the discount if I am on one of the government assistance packages but they won’t give me any discount if I am receiving no government assistance proves this is a grossly unfair and disingenuous offer. I have proved that I have been stood down due to the pandemic and hence the financial hardship part! This rather insincere offer is nothing more than a rouse and as a result I have changed health funds to one that has integrity and is quite a bit cheaper too. Thanks Frank you did me a favour by your uncaring and unscrupulous business practices during this crisis.
Attention migrants! Got charged for Lifetime Health Cover even got hospital cover immediately
I just realised that for the last 3 years I was charged for LHC even as a migrant who got immediately (within 365 days) a private health cover since got a Permanent Residency (and entering the country) I'm not suppose to pay it. And this is about 100$ per month!
Send a request for a refund. Membership Number 245260
dropped optical provider without notification
Frank dropped my optical dispensor vision direct with no notice to customers who have been using them regularly. Now $300 out of pocket. I can return my prescription glasses but wont get refunded for the lenses. They state vision direct is not australian, however they promote "clearly" who are also international
Not supportive of COVID - 19 Health practises
My son suffers from migraines , so we were recommended to see a Dietician. We did this , but it was a CONFERENCE CALL due to COVID - 19 new practises .
This was certainly not our choice but that of the Clinic.
We were billed $150 , but FRANK HEALTH will not pay this claim .
The service is part of my Benefit , but they will not pay as it was not face to face .
How disgraceful is this .
I will be moving my Health Insurance to a FUND that is responding properly to the current world.
Not happy at all .
Very slow and unresponsive
Horrible experience with Frank, I have been waiting for a claim to be finalised for 4 months. Each time I call I have to explain the situation and sit on the phone for ages and I don’t get any assistance or any initiative to try and finalise the claim. Really poor service.
Dodgy and unclear.
Hospital rang frank to tell them i most likely had pancreatic cancer (i dont thank god) and needed emergency surgery, frank couldn't clarify if i was 100 percent covered, no matter who you spoke with. The liason at the hospital told me they were the worst health insurer she's ever had to deal with, and that they bwere scamming me. Also rang to see if i was covered for a 3 hour endoscopy, turns out i am which means i don't have to pay 485 for the procedure, but i have to pay frank 750 for hospital excess. So it would literally be cheaper to not use my health insurance which i pay 107 a month for.
top cover and you offer me no card, big delay, crap online portal, crap customer services and no compensation!!!
Signed up in 12/12/19 for a top cover. The card is never been sent out. 1st and 2nd time spoke to consultant they said WAIT. 3rd time they said they will resend. Another week they text “card just being sent pls wait another 5-7 business days”. Called them again, they said they are doing the right thing, claim can be made online, their annual limit on their website is not working and you must call them to know the limit, you must paid for expensive item and it is not their faults. Again, it is top cover and you offer me no card, crap online portal, crap customer services and no compensation!!!
Claiming Cancer Council products is a nightmare
FRANK has been great up until I needed to make a claim. Then, the wheels fell off.
First, their online system doesn't support claiming receipt items such as Cancer Council products, so you have to email them receipts, old-school style. Then, after emailing receipts, they could not for some reason see the attachments, so I had to resent (yes the attachments were indeed there).
A few days later, they processed the claim, but only up to the maximum amount for a single item! They did not process each line item as I am entitled to in their product...documentation, and they completely ignored the other receipt of a single Cancer Council item purchased at an independent shop. So far my experience with FRANK has been unnecessarily stressful and time-wasting. Perhaps I can invoice them for all of my wasted time to do their job for them? FRANK, Please get your act together.
Cancelled my hospital insurance with another insurer
When taking out ancillary cover only, they completed a cancellation form for both hospital and ancillary cover. It took me 2 hours to fix it up with them and my hospital insurer which was clearly an admin error of GMHBA. I am glad I ended up cancelling extras cover with Frank because, I find out anyway that they would hate to have to take on covering our family for extras as we would claim orthodontics. Not sure that is how health insurance works but anyhow, good to know Frank and indirectly GMHBA will not go broke now from not covering our orthodontic item numbers that we will claim.
Awful customer service. Misleading claims. Member portal does not work
I have decided to purchase prescription glasses from an online retailer. But before doing so I have contacted Frank support to confirm that my extras insurance would cover purchase from this particular seller (provided a name and a link to their website), so after they have confirmed that I will receive the same benefits, I went ahead and bought it. However, a few days later when I try to claim it, I get told that they do not cover prescription lenses purchased from this retailer. The same retailer they told me I would get the same insurance co...verage at! Absolutely disgusting On top of that, they don't display member limits clearly (we have a couple's insurance). When it says under my name that I have a certain amount left from my annual limit it might be my husband's and not mine. Overall, they are doing a great job to make health insurance as confusing as possible.
Questions & Answers
Im 38 single wanting hospital cover for weight loss surgery. Can you suggest level needed & costs Thanks
Just give Frank a call they are really helpfull
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?
Get an answer from our members and Frank Health Insurance representatives
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