What you need to know before making a claim
To make a claim for medical expenses, you will need to send through your receipts along with a Frank claim form to [email protected]
If your claim is related to an inpatient hospital admission, will need a corresponding hospital account. We will usually be able to get this directly from the hospital. If your claim is relating to an outpatient consultation with either a General Practitioner (GP) or Specialist, where covered on your policy, these benefits will be paid directly into our nominated bank account. Outpatient accounts must be paid as we cannot pay providers for these services.
Just keep in mind that we cannot pay claims where you are receiving benefits from a third party i.e. compensation claims.
In order to receive maximum benefits, you'll need to ensure you are either admitted to one of Frank's participating private hospitals or a public hospital.
For hospital expenses claims, we can arrange payment directly to providers. Please request the receptionist or hospital admissions officer to call us on +61 3 5202 8770 and provide details of the account.
Where covered under your policy, when you go to an extras provider such as a dentist, you can simply swipe your frank membership card and the benefits will be deducted at the time of claim, this is called HICAPS. That way you only have to pay the difference to the provider. If the provider does not have HICAPS, you can send your claim through to frank as we will pay the benefits directly into your nominated account.
Most Medical and Extras Practitioners will require payment at the time of consultation. Once a provider is paid by you, Frank will then reimburse any benefits you are entitled to.
If a provider is happy to be paid directly by Frank, we will pay them directly by cheque or direct deposit. They will then send you a bill for any outstanding amounts (if there are any).
Please note that benefits are only paid if the claim is covered under the terms of your cover and made within 12 months of when you received the service or treatment.
Before going into hospital
The hospital admissions department will contact Frank to make sure your insurance is paid up and that you’re covered for the treatment you are receiving.
You may also be required to pay your excess ($500 per person per year). The hospital will contact you directly if they have any questions.
After leaving hospital
The hospital will send their bill to Frank. We’ll cover the cost of the hospital admission as per your policy fact sheet.
The doctors will send you their medical bills. Send them into Frank along with a Frank claim form, so we can pay the entitled benefits. Depending on what your doctor charges, Frank’s benefits may not cover the full cost and you’ll have to pay the difference.