Frank Health Insurance - Geelong, Victoria

Angela L.

I try to avoid giving one star reviews but this has genuinely been the most frustrating and inconsistent communication from an organisation I have ever experienced. I've been with Frank for years with absolutely zero issues and used to recommend them to others. I don't know if there has been a change in management, but I have been trying to get a claim I have previously gotten approved many times before, and it's taken me almost two months now with still nothing to show for it. First I get the message that my claim has been rejected despite similar claims from my health provider being accepted before. After follow-up, they acknowledge the mistake and say it will be readjusted for me. I wait weeks - nothing. A summary of many excruciating calls and emails: I was told my claim would be expedited - nothing. I was then told it couldn't be expedited as they have no way of doing this? Another email later, they said they will fast-track it. I finally received an email last week saying the claim would be paid in 2-3 business days. Nothing. I contact them again today, and they re-send another email that my claim would be paid in 2-3 business days once more, but with a smaller amount than they initially stated. Absolutely stressful and upsetting!!! Called them up one more time and they said they said they will send it through by the end of the business day, but we shall see if anything actually comes of this. I feel bad for the customer service team working on the phones - they have been trying their best to make this right for me, but I strongly recommend retraining the claims team!!!

Mooris S.

I have been paying for an overseas workers cover for 5 years. Whole point being that I am not eligible for Medicare. When I had an accident and needed to rush to the hospital to get patched up, they later on found a way to politely refuse reimbursing me by saying that I went to the public hospital instead of private across the road, which would have been covered and asked me to claim medicare (they should be aware i am not eligible). In the hospital I provided my health insurance details and they confirmed frank health should cover this. Pointless to pay insurance fees to this company because really you're not covered. Warmly suggest for everyone to look for an alternative insurance provider.

Mark H.

Worse experience ever! I have had health insurance all my life literally since birth through my parents then on my own as an adult and family. Two days a go I was sent the emergency department and I went to a private hospital, while there, hospital was notified by Frank Insurance that they would not cover me. I was in shock, in so much pain and on top of that to be told that I will not be covered and that I would need to go to another hospital if I need to be admitted. I was now dealing with the pain and on top anger with what was going on. Thankfully I wasn’t admitted and was treated in ER. The next day I canceled my policy and joined Medibank, I checked and I was covered for digestive issues and was previously covered also from my previous provider, so the consultant made a mistake. It’s a mistake I do not want to happen again especially in this circumstance. Not only that many places don’t even know Frank and takes them awhile to find them to be able to claim. Overall just seems very unprofessional and staff need more training. People have cover for peace of mind, definitely not peace of mind with Frank.

Mauran H.

Would NEVER recommend Frank Health Insurance to anyone!! The claim to be number 1.... We have not been reimbursed for a doctor's visit from a month ago. Firstly they claim to not have banking details, yet they debit from my bank account every month. 2ndly, after numerous phone calls to them, they claim to have issued a cheque.... This never arrived... Then they stated that they have made payment..... This never arrived either! STILL WAITING!!! Guys, don't waste your time with this company.

Bob W.

Don't waste your time or money in joining this health fund. If you think you are covered, they will audit you and come up with a lame excuse to NOT pay out. I'm now out of pocket over $500 that I've had to pay a provider. Silly me thinking I was doing the right thing by having health insurance.
IT'S BECAUSE OF FRANK HEALTH INSURANCE I'VE LEFT PRIVATE HEALTH INSURANCE FOREVER.
Stay Away from them!!!

Kelly K.

Very friendly and helpful. It helps if you know how health funds operate and know the right questions to ask. Health cover is very complicated.

Hardi V.

Pathetic customer service and there is no proper system in a call centre to support your query.

I called to cancel my insurance and all was passed through 4 people and 50-minute wait time before it got to the right person, this is ridiculous to pass customers from one person to another and keep going until you get frustrated.

Ravenous P.

Worthless company. Claiming process is so slow that all of the vets (including pricey specialists) I have visited would not take direct pay from them. Assessment is also ridiculous since they dwell on details that don't even matter in the end just to reject the claim. Oh they don't cover cancer. If you are looking for a good insurance company for your beloved pets, stick with big companies.