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Private Health Insurance with GP Cover - Our Virtual GP Service

Get access to a GP when you need it most, no matter where you are in the UK with our virtual GP service. Get a health insurance quote in minutes or purchase online today.

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The virtual GP service is available to all new and existing Freedom Elite, Freedom Essentials or Freedom Your Choice customers.

At Freedom Health Insurance, we understand how important it is to have access to a GP and get support when you need it the most, especially since NHS GP appointments are difficult to access. Our virtual GP service is available to all our UK health insurance customers at no additional cost, with any cover option you choose. Please note that this service is not available to Freedom Worldwide customers. Get a quick on-screen quote and purchase your policy securely and swiftly online today.

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How does private health insurance with virtual GP cover work?

You’ll have access to the Virtual GP service when you join any of our UK health insurance plans (excluding our Freedom Worldwide international health insurance plan). The virtual GP service is delivered in partnership with Health Hero, giving you the option to have a scheduled phone consultation with a GP, 24 hours a day, 7 days a week, all year round, except Christmas Day. Benefits include access to medical advice, reassurance and medical diagnosis when you need it the most. Please note that appointment availability depends on demand. 

How can I book a consultation?

Get access to phone consultations 24 hours a day or online video consultations between 8am and 10pm, 7 days a week (excluding Christmas Day), allowing you to speak to a GP at a time convenient to you, from the comfort of your own home, place of work or wherever you are. Appointment availability depends on demand. 

In an emergency - Our virtual GP service is provided by Health Hero which is not an emergency service. If you think you are experiencing a medical emergency, you should call 111 or 999 or go to your local A&E Hospital.

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With our private health insurance plans with virtual GP cover, you benefit from:

  • 24/7 access to a GP via telephone - phone consultations are unlimited and available 365 days a year (except Christmas Day)
  • Live online video consultations – 8am to 10pm daily (excluding Christmas Day)
  • Access to your consultation history and medical notes through your GP24 online account
  • Private prescriptions delivered to your door or available for collection at your local pharmacy (there is a non-refundable charge for prescribed medication and delivery)
  • Option to submit details of your NHS GP surgery and preferred pharmacy to facilitate the sharing of notes and prescription fulfilment
  • Access to your health information online
  • Message a doctor service for quick responses to your medical questions

Don’t worry, your personal details and medical history will be kept confidential, just the same as your records with your usual doctor.

How do I access the virtual GP service?

To access our virtual GP service just call 0345 222 3706* or visit to book an online video appointment. You will first need to register online before being able to book any GP consultations. Please have your health insurance policy number at hand.

This brief guide introducing our virtual GP service will also provide you with more information. 

Who can access the virtual GP service?

The virtual GP 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.

Patient Satisfaction Overview

Our private health insurance with virtual GP cover makes speaking to a GP when you need medical advice a quick and easy process.

of patients rate the overall experience they received through GP24 as excellent, very good or good

of patients would recommend our virtual GP service to a friend or colleague

of patients rate the medical appointment booking process as very good or good

Results based on a customer satisfaction survey distributed by Health Hero and completed by Freedom Health Insurance clients from January 2022 to December 2022 who have used the virtual GP service.

Patient Testimonials


What is virtual GP?

With our virtual 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.

What are the benefits of having private health insurance with virtual GP cover?

There are several benefits of the virtual 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.

  • You can easily order prescriptions and get medication delivered to a nominated address or pharmacy.
  • 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.

  • Access to the online records created by the virtual GP so you can review relevant, up-to-date information about your health.

Investing in a private health insurance policy with a virtual GP service included will help keep your family in good health as you can access the medical advice and care you need with ease.

How can businesses benefit from private health insurance with virtual GP cover?

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.

How do I book a virtual GP appointment?

Booking a virtual GP appointment is quick and easy! You just need to register on with your policy number and then you can book your GP appointments by logging into your online account. Alternatively, you can call the Health Hero customer service at 0345 222 3706* to book an appointment.

Is there a limit to the number of calls I can make?

No. Patients can contact the virtual GP advice line as often as needed, with no limit to phone or online consultations.

Will I still need to see a GP in person?

Most patients receive the advice, reassurance and, where appropriate, diagnosis they need from the virtual GP doctor appointments. Health Hero doctors can assist with most health concerns, but if a patient’s symptoms require a physical examination, or need a repeat prescription, they may be referred to their own GP.

Can the virtual GPs issue a prescription?

Yes, virtual GPs can arrange and electronically authorise private prescription medication. The online pharmacy will then contact the patient 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.

Can the virtual GP issue referrals to specialists?

Should the GP feel that a patient 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 patient preference. Please note the private referral is not a claims authorisation. Patients will still need to contact Freedom Health Insurance prior to receiving any treatment, unless self-funding.

Can virtual GPs refer me to NHS facilities?

Our virtual 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.

Can I still book an appointment without access to the internet?

Yes, the virtual GP service doesn’t require an internet connection to book or join phone call appointments. You can call the Health Hero customer service at 0345 222 3706* to book an over the phone consultation.

How quickly will I get an appointment?

Our virtual GP service is offered in partnership with Health Hero who aim to make an appointment within no more than 24 hours. But depending on demand and circumstances, this can take up to 72 hours. Please note, while over the phone consultations are offered on a 24-hour basis, video consultations are only available from 8am to 10pm.

What do I do if I am unhappy with the service provided by the virtual GP?

Freedom Health Insurance offers free access to the virtual GP service provided by Health Hero to all our UK members. If you are unhappy with the service provided by Health Hero, please get in touch with Health Hero customer service at 0345 222 3706*. You can read their complaints process here.

What happens when I call the virtual GP?

As well as booking appointments via the web app, you can also book through Health Hero's 24/7 customer service phoneline on 0345 222 3706*.

The Health Hero customer service team will ask you some questions and then book a consultation with a GP at a time that is most convenient to you.

Please note that video appointments are only available between the hours of 08:00 and 22:00, depending on availability. 

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