How to claim

What you need to know before making a claim

Medical claims

To make a claim for medical expenses, you will need to send through your receipts along with a Frank claim form.

We can only pay on medical expenses for a period of time that you were an inpatient in hospital, so we will need a corresponding hospital account. We will usually be able to get this directly from the hospital.

The claim form contains a declaration regarding GST. It includes questions to enable us to determine if you or another party paying for your cover, e.g. Sponsor/Employer, has an entitlement to claim part or all of the GST paid as an input tax credit.

Hospital 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.

Paying Providers

Most Medical 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).

Time limits

Please note that benefits are only paid if the claim is covered under the terms of your cover and made within two years of when you received the service or treatment.

How to make a claim

Process for claiming at hospital

If you go to the doctors and need to be admitted to hospital, show them your Frank overseas visitor’s member card so they can record your member number. You’re covered for treatment in a Frank participating private hospital and your doctor can help book you in.

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) and single room co-payments ($100 per day capped at 7 days per admission). The co-payment only applies if you stay in a single room. The hospital will contact you directly if they have any questions.

When you are admitted to hospital

If you haven’t already, you’ll be asked to pay your excess and any single room co-payments when you’re admitted.

After leaving hospital

The hospital will send their bill to Frank. We’ll cover the full cost of the hospital accommodation.

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.