On this page
- How did Freedom Health Insurance perform for customer service in 2025?
- What is Freedom 360, launched in 2025?
- What extra support is available for people who live or travel abroad?
- What did the 2025 awards show about Freedom Health Insurance?
- What does this mean for Freedom Health Insurance members today?
The service statistics and timings in this article relate to Freedom Health Insurance UK policies between January and December 2025. They reflect performance during that period, are not guaranteed service levels and may vary from year to year.
When choosing private health insurance, people want to know whether they will be supported when it matters. That applies 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 we support our members today.
How did Freedom Health Insurance perform for customer service in 2025?
Our 2025 service results show how quickly and reliably members are supported. From January to December 2025, we achieved:
- an average phone answer time of 10 seconds
- webchat responses in 35 seconds
- emails answered within 1.5 working days
- a Feefo rating of 4.8 out of 5
- average reimbursement paid within 7 days
These figures are accurate as of January 2026.
What is Freedom 360, launched in 2025?
In 2025, Freedom Health Insurance introduced Freedom 360, a digital health and wellbeing toolkit for 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 wellbeing, alongside the benefits of members' existing policies.
Freedom 360 also includes Freedom Favourites, which gives eligible UK members access to health and wellbeing discounts with selected partner brands.
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.
The partnership is designed to provide 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.
This applies 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.
