Swipe your membership card at the provider (as long as it has a HICAPS machine) and pay the gap if there is any remaining balance on the bill. I
If the provider doesn't have a HICAPS machine, pay the bill in full, keep your receipt, then submit a claim via the app or online member area.
If you're claiming for hospital services
You'll have to pay your excess amount directly to the hospital. Then, the hospital bills Frank for the remainder. In some cases, hospitals charge more than the amount covered by Frank, and you'll have to pay the difference, on top of your excess. This is called the gap amount. For medical services within a hospital, your doctor or specialist may bill Frank and Medicare directly, and then they will send you a bill or any out-of-pocket expenses.
If the doctor sends you the entire bill, you will need to submit the claim through Medicare using 'two-way' claiming for Frank and Medicare to pay benefits.
If you need any help, you can email frank@frankhealthinsurance.com.au
Complaints info
Frank is owned by GMHBA, which has a reasonable track record for complaints. GMHBA has 2.2% of market share but only accounted for 1.9% of all complaints received by the Commonwealth Ombudsman's Office. However, it did account for 2.7% of all complaints investigated by the Office.
Congratulations, Frank Health Insurance!
Frank Health Insurance was a big winner in the 2025 Finder Awards.
Highly commended, Best Basic Hospital Health Insurance: Frank Accident Boost Hospital (Basic)
Highly commended, Best Gold Hospital Health Insurance: Frank Gold Hospital
Nicola Middlemiss is a journalist with nearly a decade of experience in personal finance and insurance. She has contributed to Domain, Yahoo Finance, Money Magazine and Insurance Business Australia, offering in-depth insights into commercial insurance in the Australian market. Nicola holds a Bachelor’s degree in English from the University of Leeds and a Tier 1 General Insurance (General Advice) certification, which complies with ASIC standards. See full bio
Nicola's expertise
Nicola has written 249 Finder guides across topics including:
Personal finance
Personal insurance, including car, health, home, life, pet and travel insurance
Private health insurance provides coverage beyond Medicare. It can make in-hospital healthcare more convenient and everyday healthcare costs more affordable. Learn more.
Get affordable cover for ambulance transport if you are not already covered under Medicare. Compare quotes from Australian funds to decide which level of protection is best for you.
There are a number of reasons why taking out private health cover now rather than later can be a smart thing for singles to do.
Important information about this website
Finder makes money from featured partners, but editorial opinions are our own.
Finder is one of Australia's leading comparison websites. We are committed to our readers and stand by our editorial principles.
We try to take an open and transparent approach and provide a broad-based comparison service. However, you should be aware that while we are an independently owned service, our comparison service does not include all providers or all products available in the market.
Some product issuers may provide products or offer services through multiple brands, associated companies or different labeling arrangements. This can make it difficult for consumers to compare alternatives or identify the companies behind the products. However, we aim to provide information to enable consumers to understand these issues.
We make money by featuring products on our site. Compensation received from the providers featured on our site can influence which products we write about as well as where and how products appear on our page, but the order or placement of these products does not influence our assessment or opinions of them, nor is it an endorsement or recommendation for them.
Products marked as 'Top Pick', 'Promoted' or 'Advertisement' are prominently displayed either as a result of a commercial advertising arrangement or to highlight a particular product, provider or feature. Finder may receive remuneration from the Provider if you click on the related link, purchase or enquire about the product. Finder's decision to show a 'promoted' product is neither a recommendation that the product is appropriate for you nor an indication that the product is the best in its category. We encourage you to use the tools and information we provide to compare your options.
Where our site links to particular products or displays 'Go to site' buttons, we may receive a commission, referral fee or payment when you click on those buttons or apply for a product.
When products are grouped in a table or list, the order in which they are initially sorted may be influenced by a range of factors including price, fees and discounts; commercial partnerships; product features; and brand popularity. We provide tools so you can sort and filter these lists to highlight features that matter to you.
Please read our website terms of use and privacy policy for more information about our services and our approach to privacy.
We update our data regularly, but information can change between updates. Confirm details with the provider you're interested in before making a decision.
How likely would you be to recommend Finder to a friend or colleague?
0
1
2
3
4
5
6
7
8
9
10
Very UnlikelyExtremely Likely
Required
Thank you for your feedback.
Our goal is to create the best possible product, and your thoughts, ideas and suggestions play a major role in helping us identify opportunities to improve.
