Freedom Health Insurance in 2026: 2025 Service and Care Highlights

When choosing private health insurance, people want to know whether they will actually be supported when it matters, whether they are buying cover for themselves, their family, or through work.

Our 2025 performance shows how Freedom Health Insurance delivers care, service, and support in practice.

This article explains what we achieved during 2025 and how those results reflect the way Freedom Health Insurance supports its members today.

How did Freedom Health Insurance perform for customer service in 2025?

Freedom Health Insurance’s 2025 service results show how quickly and reliably members are supported.

From January to December 2025:

• Average phone answer time of 10 seconds
• Webchat responses in 35 seconds
• Emails answered within 1.5 working days
• Feefo rating of 4.8 out of 5
• Average reimbursement paid within 7 days

These figures are accurate as of January 2026.

The launch of Freedom 360, and what does it include?

In 2025, Freedom Health Insurance introduced Freedom 360, a digital health and wellbeing toolkit tailored to group policies.

Freedom 360 brings together:

• Freedom Digital GP, provided by Livi
• Freedom Dermatology, provided by Skin Analytics
• Freedom Cancer Care, provided by Reframe Cancer
• Freedom Wellness

These services support everyday healthcare, early diagnosis, and emotional well-being alongside members’ existing policy benefits.

It also includes Freedom Favourites, which provides access to a range of health and wellbeing discounts across selected partner brands for eligible UK members.

What extra support is available for people who live or travel abroad?

In late 2025, Freedom Health Insurance partnered with Mayfair We Care to support members who need healthcare outside the UK.

This provides faster claims handling and smoother access to treatment for people living, working, or travelling internationally.

What did the 2025 awards show about Freedom Health Insurance?

Freedom Health Insurance was shortlisted for five industry awards covering customer service, claims, and healthcare delivery.

Our Customer Service Manager, Lynne, also won Cover Customer Support Woman of the Year for her dedication to supporting members.

These awards reflect how consistently the business delivers care and service.

What does this mean for Freedom Health Insurance members today?

Our 2025 performance shows that Freedom Health Insurance is designed to support people through every stage of their healthcare journey.

Whether someone is insured on their own, as part of a family, or through work, the 2025 results show fast service, digital healthcare access, and wellbeing and cancer support in practice.

 

Disclaimer: The information in this article is correct as of January 2026. Service metrics, partner services, and product features may change over time as Freedom Health Insurance continues to review and improve its offerings. This article is provided for general information only and does not constitute financial advice, a personal recommendation, or an offer to provide insurance. Eligibility, terms, and conditions apply to all policies and services. For the most up-to-date information, please refer to your policy documents or contact Freedom Health Insurance directly.