health.com.au integrates with Frank Health Insurance effective 1 July 2021, changes to claims process

GMHBA wishes to advise providers that effective from 1 July 2021, health.com.au will integrate with Frank Health Insurance (owned by GMHBA) and all health.com.au members will be transferred to the Frank Health Insurance (Frank) brand.

Important Claiming Information

health.com.au electronic claiming systems will be decommissioned

health.com.au electronic claiming systems will remain active until 7pm 29 June 2021. From then onwards these claiming channels will be decommissioned and you will not be able to submit electronic claims to health.com.au. You will need to follow manual billing processes.

GMHBA and Frank systems outage 25 to 28 June 2021

There are planned system outages for GMHBA and Frank as they continue to integrate health.com.au. These are planned between 7pm 25 June and 7am 28 June 2021, and again between 7pm 30 June and 7am July 1 2021. During these times electronic claims cannot be submitted to the health funds. GMHBA and Frank fund members will be able to submit claims through their online member area or by using manual processes.

Claiming process after 1 July 2021

From 1 July 2021 all claims should be submitted to Frank through HICAPS or other electronic channels using the client's Frank membership card. You can also follow manual billing processes using the Frank contact details below.

For administration purposes, please note the following information for Frank

  • health.com.au members transferring onto Frank will be issued a new Frank membership card.
  • Eligibility and benefit quote checking can be performed through HICAPS using the Frank member card or by contacting Frank directly.
  • Submit all manual claims to the following postal address:
    Suite 9, Level 1, 10 Moorabool St, Geelong VIC 3220.
  • Forward email enquiries to frank@frankhealthinsurance.com.au
  • Direct phone enquiries to 1300 437 265

You are welcome to visit the Frank website www.frankhealthinsurance.com.au/providers for guidance on accounts, contact details and further information regarding the transition.

Removal of health.com.au logo from your marketing assets

As health.com.au will cease to operate from 1 July, please remove any references to health.com.au in the form of words or logo from your website and other marketing materials from this date. Frank looks forward to continuing to work together for the mutual benefit of clients, Frank members and practitioners.

Should you have any queries regarding this information, please contact Frank directly on 1300 437 265.

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