Other FAQs


Do I need to serve waiting periods on my new Frank policy?

If you are happy with the new Frank policy we have selected for you, you won’t need to serve additional waiting periods, even for newly included services and annual limits.

If you decide to select a different policy, you have until 31 August 2021 to do this without re-serving waiting periods for existing services (if you have already served the waiting periods under your current health.com.au policy). Waiting periods will apply for services that were previously restricted or not covered.

  • Waiting periods may apply for services that are covered under the policy you have chosen if they were excluded on the new Frank policy that we selected for you, even if these services were originally covered under your current health.com.au policy.
  • If the new Frank policy that we selected for you has a higher excess or co-payment than the policy you have selected, the higher excess or co-payment will continue to apply until you have served your waiting periods.


I’m ok with the changes, what should I do between now and 1 July?

There’s a few things you can do to make this transition nice and easy:

  • Submit any outstanding claims to health.com.au as soon as you can (by 24 June 2021).
  • Log-in online to health.com.au and make sure your contact details are up to date. It’ll make it easier for Frank to get your new member welcome pack out to you.
  • Carry on using your policy as per usual - claims will still be paid until 24 June 2021 and we want you to get the most out of your cover.
  • Contact health.com.au if you have any questions about your cover, or the upcoming changes. We’re still here to help throughout this transition.


Can I still log on to my health.com.au account?

You will be able to log in to your health.com.au account up until 24 June 2021.

From 25 June 2021, your health.com.au online account will no longer be available. Your health.com.au important messages and history from the past 2 years will be available in your new Frank online account after 1 July.


Please ensure your address and contact details are up to date by 24 June 2021 to make sure that you don’t miss any important info from Frank.

You’ll receive an email from Frank before 1 July with more information about your new Frank online account.


If you are an ex-health.com.au customer needing to access an important message from your account, you can still log in until 24 June 2021. After this date, please get in touch with Frank directly.


Want to know more?

Learn more about the upcoming changes at health.com.au here