Get access to a clinician when you need it most, no matter where you are in the UK with our digital healthcare benefit.
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When you purchase any of our UK health insurance plans, you will gain free and unlimited access to our Digital GP benefit. This service offers you the convenience of scheduling phone consultations with a range of practitioners 24/7, 365 days a year.
Enjoy the benefits of timely medical advice, reassurance, and diagnosis when you need it most.
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eMed powered by Livi and is an app based GP service. To use the service you will need to download the Livi app. Once registered, you will be required to enter a Membership code. Freedom Health Insurance will send you a membership code in your welcome letter, or enter your policy number below.
Please note: If you have recently joined Freedom Health Insurance, it may take up to 5 working days for your account to be active on the Livi system.
The digital GP benefit can be used by Freedom Health policyholders. It is not intended to replace your regular NHS GP.
This service is available to all UK-based clients with a Freedom Elite, Freedom Essentials, or Freedom Your Choice private medical insurance policy. This includes individual policies, family, and business insurance policies.
Please note: This is not an emergency service and is only designed for people aged one and above.
No. Freedom offers a Skin Lesion Pathway for fast, expert review of moles and lesions, all from home and no GP referral needed.
If you're concerned about a lesion, simply contact our claims team on 01202 756 350.
We will check your policy and eligibility as not all lesions are suitable for this pathway.
Search for ‘Livi’ in the App Store or Google Play.
Register in the app using details matching exactly what is shown on your certificate of insurance. If the details do not match, the registration will fail.
Complete the registration details. You will also need to verify your identity.
Once complete, 'Click; Enter membership code' on the home screen of the app.
You would have received this from us or you check it above. This is not your policy number.
Choose to see the next available healthcare professional or book a specific time.
Answer questions and attach photos to help the Livi professional understand your condition.
Once you’ve booked your appointment, you’ll see details of your upcoming appointment in the app.
Your personal details and medical history will be kept confidential, just the same as your records with your usual doctor. Read Livi's Data protection here.
For any app related issues, please contact the Livi support team - including ID Verification and booking queries.
If your details are incorrect, or registration has failed due to membership details, please get in touch with us.
With our digital GP service you can contact and speak with a GP wherever you are at a time that suits you. You can have consultations and order private prescriptions through a doctor through normal call or video call.
Our digital GP service is provided by eMed powered by Livi. All consultations will need to be booked through the Livi app.
Booking a digital GP appointment is quick and easy! Once registered, you can book your GP appointments through the Livi app by following the steps below:
Please note: this is not an emergency service. If you are experiencing a medical emergency, please call 111 for urgent medical advice or 999 for urgent medical assistance or go to your local A&E hospital.
Appointments can be cancelled at any time without charge. However, if a member fails to cancel and misses an appointment, they will be responsible for the cost.
There are several benefits of the Digital GP service, including:
Flexible appointments - you can access a medical professional for an appointment at a time that suits you.
It’s convenient - there’s no need to travel to physically visit a GP and you can call a doctor from wherever you are.
Limitless contact - you can access the virtual GP service and speak to a doctor as many times as you like as there are no video or phone call limits.
Better communication between you and a medical practice, giving you the best experience possible.
For employers, offering your staff private health insurance which includes GP cover can have many benefits, including:
You can reduce absenteeism as employees will have quick and easy access to the care they need. The quicker they can speak to a GP, the quicker they can recover and return to work.
Your employees will feel valued and have greater job satisfaction knowing they’ll have access to the medical advice they need at a time that suits them.
You’ll be able to support the physical and mental health of your staff which can lead to greater productivity.
You’ll be able to attract and retain more employees - private healthcare insurance can be attractive to prospective candidates and existing staff alike.
eMed has partnered with Livi to provide convenient, high-quality care, easing healthcare pressures and improving access. This partnership drives innovation, empowering you to get the support you need, whenever and wherever you need it.
Livi have made the decision to only allow children over the age of 12 months to be treated by a Livi clinician as they believe that the clinical risk is too high for a child of under 12 months to be treated by video and that they should seek face-to-face medical care. If you are unhappy with Livi's decision, please fill out Livi's Feedback Form with details of your dissatisfaction.
Livi will send you a reminder before your appointment. Make sure notifications are enabled on your device.
Find a quiet, comfortable spot with a stable internet connection, and ensure your phone is fully charged.
The healthcare professional will call you via the Livi app at your appointment time.
For help with ID verification or booking, email Livi support at [email protected] or call 0203 870 3029.
No. You can contact the digital GP advice line as often as needed, with no limit to phone or online consultations.
Most patients receive the advice, reassurance and, where appropriate, diagnosis they need from the digital GP doctor appointments. The clinicians can assist with most health concerns, but if your symptoms require a physical examination, or need a repeat prescription, they may be referred to their own GP.
Yes, digital GPs can arrange and electronically authorise private prescription medication. The online pharmacy will then contact you to arrange delivery of the medication to a nominated UK address. The pharmacy will take payment via credit or debit card. There is a non-refundable charge for prescribed medication and delivery.
Should the GP feel that you would benefit from a specialist assessment or further medical treatment they can provide an open private referral letter. This referral is for private medical care only and will not be accepted for services in the NHS. Referral letters can be posted or emailed directly according to your preference. Please note the private referral is not a claims authorisation. You will still need to contact Freedom Health Insurance prior to receiving any treatment.
Our digital GP service will refer you for private medical treatment if it is necessary. That said, you are always free to visit your own NHS GP and use NHS services if you wish - private health insurance policyholders are still eligible for NHS services.
Yes, for those who do not have access to a smartphone, please contact the Livi support line at 0203 870 3029.
Our digital GP service is offered with eMed powered by Livi who aim to make an appointment within 48 hours.
If you are not satisfied with the care you received or if you have any concerns, please contact Livi by filling out the Feedback Reporting Form with details of your complaint. All complaints will be acknowledged within 72 hours and responded to by Livi within 20 days.
If you have an urgent matter or if your question concerns a GP appointment that already has taken place, please contact Livi directly by phone at 0203 870 3029.
eMed will only share limited data with Livi for the purposes of ensuring that you are eligible for using the Livi service. eMed will not share any of your medical data with Livi and it will continue to hold that medical data securely and in line with its data privacy obligations.
After you have downloaded the Livi app, you will be invited to read and agree to the terms and conditions and privacy notice. From this point onwards, Livi will be your data controller and will hold any data that you share securely and in line with its compliance obligations.
