Telehealth
Telehealth
To make staying healthy easy as, Frank introduced telehealth ancillary benefits for a wide range of services as part of our COVID-19 member support package. Telehealth benefits were previously available until 30 September 2022, but have now been made permanent.
Telehealth consultations are safe, effective and give members continuity of care from the safety of their homes.
Telehealth services available
In line with your level of cover, Frank members with extras cover can access benefits for telehealth consultations for:
- Physiotherapy
- Psychology
- Exercise physiology
- Occupational therapy
- Speech therapy
- Dietetics
- Antenatal and postnatal classes
- Diabetes education consultations
- Approved quit smoking programs
- Weight management programs
To be eligible for telehealth benefits, your extras cover must include the relevant treatment type, you must have satisfied any relevant waiting periods and you must not have reached your annual limit for the relevant treatment type.
Claiming for telehealth services via HICAPS
Frank members can claim for telehealth services at the end of a consultation through HICAPS. To do this, advise your provider of your 19-digit Frank member card number.
You will need to have your member card number on hand before your consultation, you can access this information in the online member area, or you can contact us before your telehealth consultation.
The member card number is essential for your provider to be able to key your claim into HICAPS.
Telehealth and Frank FAQs
Frank will pay benefits towards the following services for telehealth consultations:
- Physiotherapy
- Psychology
- Dietetics
- Occupational therapy
- Speech therapy with a speech pathologist
- Exercise physiology
- Antenatal and postnatal classes
- Weight management programs
- Approved quit smoking programs
- Diabetes education consultations
- You’ll be able to claim for a telehealth consultation up to your annual limits, as long as you’re already covered for the service and you’ve served the relevant waiting periods.
- You can check which services you’re covered for by logging into the member area.
- A telehealth consultation will only be provided where it is safe and clinically appropriate, so please check with your provider to see if this is something they're able to do.
You can claim for telehealth services at the end of your consultation through HICAPS. To do this, you will need to advise your provider of your 19-digit Frank member card number.
To have your member card number on hand before your consultation, you can access the member card number in the online member area, or you can contact us prior to your telehealth consultation.
Another option is to pay for the service up front and then lodge your claim for benefits to be paid back into your nominated bank account. You can lodge your claim:
- Online via the member area
- Using our online photo claiming tool – contact us to obtain access to this
- Email your claim through to us
All other extras claiming rules still apply as they would for standard extras claims.
Yes, it is up to the provider to determine the appropriate method for delivering telehealth services, and Frank will pay benefits towards services provided by both videoconference and telephone.
If you’ve already been seeing a particular health service provider regularly, check with them first to see whether they’re able to offer a telehealth consultation for your next appointment.
If you’re looking for a new health service provider offering telehealth consultations, use one of the search tools below to help connect you with telehealth providers across the country
The cost should not be more than what you normally pay, but ask your health care provider about fees and charges for telehealth services.
After you’ve reached your annual limits for a particular extras service on your policy, you will no longer be able to claim benefits for that service.
Get one month free* when you join on combined cover by January 15*
*For new members who have not been a member during the last 12 months, joining on combined hospital and extras cover, paying by direct debit. Must pay first month to receive one month free. Offer only available via Frank website or phone joins. Not available with any other offer or Frank OVHC. Offer ends 15 January 2025.
