Freedom Health Insurance is proud to have won Outstanding Claims Management Team at the COVER Customer Care Awards 2026, recognising the strength of our claims service and the support provided to brokers, clients and members.
This award celebrates the care, consistency and responsiveness behind our claims experience, and reflects the clear communication and dependable support members can expect when making a claim.
Recognition for claims support
This latest award follows further recognition for Freedom Health Insurance’s claims service earlier this year. In May 2026, Maggie Glasspool, Claims Manager at Freedom Health Insurance, was named Claims Woman of the Year at the COVER Women in Protection & Health Awards 2026.
Together, these awards recognise the work of the people behind Freedom Health Insurance’s claims service and the standards they continue to deliver.
Supporting members through the claims process
Claims management is an important part of the health insurance experience. When a member needs to make a claim, they may need guidance on what information is required, what happens next and how the process works.
Freedom Health Insurance’s claims team works with members, brokers, clients, healthcare providers and internal teams to help keep communication clear and support members through the claims journey.
Claims service highlights from January to December 2025 included:
- 100% of claims handled within SLA
- Average claims turnaround time of 0.64 days
- Average call response time of 13 seconds
- Average webchat response time of 50 seconds
These measures demonstrate the team’s focus on maintaining clear communication and responsive support throughout the claims process.
Making a claim can sometimes feel unfamiliar, particularly if someone has not used their health insurance before. The claims team helps members understand the process, answer questions and provide practical guidance where needed.
A people-led service
For brokers and clients, responsive claims support forms an important part of the overall service experience. It helps provide reassurance that members can access clear communication and practical support when using their health insurance.
For members, it means having a team available to guide them through the claims process with care, clarity and professionalism.
Thank you
Freedom Health Insurance would like to thank its claims team for their continued work, and its brokers, clients and members for the trust they place in the business.
Winning the Outstanding Claims Management Team is a recognition of the team’s ongoing work and the service standards Freedom Health Insurance aims to deliver throughout the claims journey.