Frank Rewards

This information was included in the following communications in 2024 for members with a remaining Frank Rewards balance. A copy can be viewed in your online member area.

• Frank Rewards Reminder
• Premium Review 2024

Note that your membership information and Frank Rewards balance within these communications are correct as of the data date indicated. Changes made to your cover or Frank Rewards balance, after this date, are recorded on your membership but may not be reflected in the communication.

Only eligible active Frank Health Insurance members with a remaining Frank Rewards balance could redeem Frank Rewards on or before 31 October 2024.

Frank Rewards could not be claimed for services that occurred on dates that the membership was suspended.

Note: not all Frank products were eligible for access to Frank Rewards. If a member changed their cover to a non-eligible product at any time, they automatically forfeited their Frank Rewards balance.

It was automatic. If a doctor charged more than Frank covered, and a member had an eligible out-of-pocket medical expense, we used any remaining Frank Rewards dollars to pay them the difference, up to their remaining balance.

Claims processed by Frank were paid via direct credit into the nominated bank account within 60-90 days of receiving a member’s hospital account.

Payments for services provided on or before 31 October 2024 will still be made automatically, even if the claim is processed after this date, up until 31 October 2025.

These relate to the medical costs of receiving your treatment, while admitted to hospital. If you go to a hospital as a private patient for a procedure that's included on your cover, Medicare and Frank pay benefits towards your medical costs. Medical providers can set their own fees, which determines the medical gap (your out-of-pocket costs for medical treatment).

Frank Rewards could only be used to reduce these out-of-pocket medical expenses.

Medical costs do not include:

• hospital costs which are for services provided by the hospital and can include things such as the hospital accommodation and meals, operating theatre fees and dressings and bandages,
• hospital excess – the amount you pay upfront when admitted to hospital,
• other out-of-pocket costs relating to your admission.

No. Frank Rewards were non-transferable and could only be used for out-of-pocket expenses for treatment while admitted to hospital (inpatient medical claims). They could not be used for anything else, including hospital excess, health insurance premiums or extras cover claims.

When communicating the Frank Rewards program closure in 2021, we advised that eligible members had until 30 April 2024 to redeem their remaining rewards. In February 2024, we extended access to this program to give members an extra six months and up until 31 October 2024 to use their remaining rewards for eligible out-of-pocket medical expenses.

At Frank, every decision is made with our members in mind. We regularly review our products and programs to ensure they are providing maximum value for our members.

When we introduced the AHSA Access Gap Cover scheme on 1 May 2021, this enabled us to deliver more value to members through improved medical benefits.

If your medical specialist chooses to participate in Access Gap Cover for the billing of your treatment, your out of pockets may be reduced and you will have more certainty around the costs of your hospital admission.

We will continue to invest in programs and partnerships that provide high value and decrease out of pockets across the board, for the benefit of all members.

The Frank Rewards program let eligible members earn Frank Rewards dollars that could be used to reduce certain medical out-of-pocket expenses when admitted to hospital.

Frank Rewards dollars accrued annually until 30 April 2022 and were based on a members’ tenure and level of hospital cover, as detailed in the table below. Frank Rewards were credited on a member’s Frank Rewards anniversary date. Once the member’s Frank Rewards balance reached the rewards cap, they stopped accruing dollars until some of the balance was used.

Frank Rewards dollars were accrued based on your specific health insurance product with the amounts credited on your Frank Rewards anniversary date.

From 1 May 2021 to 30 April 2022, you received a proportion of your normal Frank Rewards dollars. This amount depended on the time between your anniversary date and final date to earn rewards.

Frank Rewards stopped accruing on 30 April 2022.

For example, if your anniversary date was six months prior to 30 April 2022, you will have received 50% of your normal rewards. This amount was added to any existing balance on your last Frank Rewards anniversary date, and this total became your final balance.