Worst Insurance Fund Ever!
Very bad insurance company, they use the insurance terminology and do not explain what is the person's cover. I found out after I wanted to make a claim that I am not covered. They use the insurance terminology to make their insurance the best while it is the worst. I started in 2016 and now it is 2021, after I wanted to do my first claim they stated I am not covered and if I do make a claim the excess will be more than the benefit they would pay. I am going to other health fund. I do not recommend Frank Insurance at all. The good thing about m...y issue is the amount I paid is just more a bit than the excess. I would have been screwed it it was a major operation or event that I would have to fork out thousands. I do not recommend Frank Insurance at all. If I was able to put a negative rating I would put it for sure, but I have to put 1 star so I can write this review. I am in the process of going to other insurance fund. Do not stay if you are already with Frank and don't become a member if you are thinking.
Frank is making it very painful to get what you had in Health.com.au
I spent hours in contact with Frank through call, online case and email. It's been months waiting. Give me what I paid for and answer my email. My Paid To Date should match what I had in Health.com.au before your parent company closed it down and transferred me to Frank. I don't understand why have you made this transfer process so painful for people.
Utter disaster - I left ASAP
My heath fund was taken over by Frank. The transition process was appalling.
Frank never sent me a card to make claims, their phone line is a 45 minute wait (minimum) and they do not respond to emails. Frank also drastically reduced the coverage my old health fund provided.
After paying premiums and receiving NOTHING in return for 3 months, I left and requested a refund for the months when I could not access their service. No reply from Frank.
I will be reporting them to the Ombudsman.
Update: Frank seems to think I was wealthy enough to p...ay full price for services in the three months they charged me premiums without communication. I was not. So their ‘offer’ to reimburse receipts from those months is bogus. I went without services in lockdown because of Frank. They refuse to give me a refund and sincerely apologise. Ombudsman it is.
FRANK took over from Health.com Insurance - they cancelled my cover without my knowledge
I had a treatment on 12 Aug, 2021 and needed to claim and I was declined after my treatment.
I called FRANK to be advised that my policy expired / was current up until 11 August, 2021 and the next payment is scheduled for 20 August, 2021 and I had a 9 day period of NON COVER. FRANK set this up themselves when they took over my policy
FRANK advised I have a direct debit set up and that it is not possible for me not to be covered, they explained that it is just the way it has been set up and pay now and I can have cover. I did not have a cred...it card on me – I asked if they could process the direct debit immediately so I can pay the practitioner. They said NO. I have referred many people to Health.Com insurance (now FRANK). I have been a member for years and then the new FRANK – has me at no cover when I went to claim - without any notice, just human error This is really disgusting. During such times as we are in now you think your customer service would be a little better and also given my association with Health.Com I would have expected some sort of customer service other than 'too bad' I would not suggest using this company, they have also REDUCED claimable amounts after taking on my policy from HEALTH.com
When Frank Health Insurance took over Health.com I called to see if i had the same cover, I was told the only change may be the premiums. when they changed over I checked my cover online, it was the same until i tried using my Frank card, it was declined. I went on the Frank site only to find I couldn't view my cover, after a while i could view it only to find my cover had changed. My dental cover had changed, the claim I made was not now included in my cover! I called the contact number and waited close to an hour till someone responded only ...to be told my cover was as close to my original unfortunately my dental has now been changed, not covering what my original dental was! Unfortunately they are a rip off with no concern for anyone other than your money.
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
dont go there!
transferred from health.com to frank,joined online after a week i decided to cancel on the thirty day cooling off period because it did not suit me they still debited my bank and told me i would get a full refund! i got back about one third of the premium ! wont recommend them or refer them even though they offered me a better deal its all about money! i transferred to another fund keep away!!
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.
Poor hospital cover and terrible IT system with Frank.
I originally took out a Frank policy 4 years ago as a student and back then the coverage seemed reasonable. Their 'bronze' hospital/50% extras cover was reasonable for younger/healthy people. Staff are good too, based in Geelong, you dont have to wait on hold too long and no overseas call centres. I also liked the 'Live Chat' option, being able to talk to someone discretely while still working in the office.
With a family now, I found the coverage to not really cut it anymore. They dont really have anything between the basic bronze hospital an...d a high-level option as other providers do. New provider had all the basics Frank has plus a whole lot more, such as back/spine, blood, heart, lungs, plastic surgery and more for $600/year more as a 'silver' option, plus far more comprehensive extras too. Find that is more important when you're a family of four. Most of all with Frank, their IT systems are truly shocking, very old-school design and what you'd expect 20 years ago, primarily text-based and constantly crashing. Except even 20 years ago you don't get the sheer amount of issues with making payments/policy changes as you get with Frank today. Here's a list over 4 years: - The didn't apply a promotional discount upon original signing, I had to write to them to follow and then they got the figure wrong a second time! More follow up. End date of my initial membership application was also incorrect and more follow up. - My wife incorrectly had LHC loading applied, despite her application having all the correct info. - When I later tried to add my wife to our policy and pay the difference for her part of the policy, they weren't able to set this up for me and then gave incorrect dates and figures yet again. Had to follow up for a 4th and 5th time! - They then didn't send a letter or new card to my wife, several hours of stuffing around just to get my wife on our own policy with her own card.
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
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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