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How to make a Freedom Elite claim

Making a Freedom Elite claim is a simple process: quick, personal and with no claim forms.

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How the Freedom Elite claims process works

If you have a Freedom Elite health insurance plan and you want to make a claim, you can do so by following the four simple steps below.

Step 1: See your GP

If you are feeling unwell or suffering from any injury, you must first see your GP for advice. If your GP wants to refer you to a specialist, let them know you have private medical insurance. We recommend you ask for an ‘open referral’, which means that your letter won’t be addressed to a specific healthcare provider and you will have the flexibility to choose where you want to be treated (depending on which hospitals are included within your cover). Keep your referral letter safe.

Step 2: Call us

After you’ve seen your GP, please contact us as soon as possible and we will guide you through the process. This step is also known as ‘pre-authorisation’. We will inform you whether your condition is covered and if any limits apply and ask you to send us a copy of your GP referral letter. If necessary, we’ll also ask for your consent to contact your doctor for further information. We’ll then let you know what will happen next.

Step 3: Get treated

After we’ve accepted your claim, you can book your appointment with the chosen consultant. Please pass on the claim number or authorisation code at the first appointment. You should also contact us again once you have more information about the course of treatment, especially if you require to be admitted in a hospital as an inpatient or a day-patient as certain limits may apply.

Step 4: We pay your invoices

We will settle your bills directly with the provider so you can focus on getting better. If, for any reason, you receive an invoice yourself, please send this to us and, if approved, we'll take care of the rest. If any excess applies, we will deduct the amount from the first invoice, and we’ll tell you how you need to pay it. If you paid any invoices directly, please contact us as soon as possible and within a maximum of six months to request reimbursement. Please keep in touch during your treatment so we can advise you quickly and correctly about your eligibility for any further treatment you may need.

You don't need a pre-authorisation for:

  • receiving treatment on the NHS as an alternative to using a private hospital. To claim an NHS cash benefit, please send us a copy of your discharge summary within six months of being discharged.
  • optional private GP, dental and optical cover. To make a claim for any of these, please send us the itemised receipt as soon as possible after your treatment and within a maximum of six months and we will refund the costs directly to you. Individual benefit limits apply.

Make a reimbursement claim

Claims helpline: 01202 283 580* Monday - Friday: 9am - 6pm or email us at [email protected]


Is there a qualifying period before I can make a health insurance claim under Freedom Elite?

No, there is no overall qualifying period before you can submit a claim, but there is a 10-month qualifying period for the maternity cash benefit. Please refer to the Freedom Elite Policyholder's Guide to Cover for more information.

How can I check the status of my claim?

We will keep in touch with you throughout the claims process by phone, post or email. If you have any questions about your claim, contact us on 01202 283 580* or at [email protected].

How do I know if my condition is covered?

Each policyholder has a certificate of insurance that is personal to them. Please refer to this document to confirm which benefits are provided under your policy and whether any pre-existing conditions are covered. You can also refer to the Policyholder's Guide to Cover if you have an individual policy or to the Group Member's Guide to Cover if you are a member of a group scheme for more general information on what is and what isn’t covered. If you wish to get help directly from us, please call the claims helpline on 01202 283 580* or email us at [email protected].

What happens if my preferred healthcare provider is not on my policy’s hospital list?

In order for your claim to be paid in full, please choose a hospital that is shown on your hospital list. If you receive treatment in a hospital that is not within your level of cover, we will only pay 50% of fees up to your stated benefit limit.

How do reimbursements work?

If we are refunding the costs of your treatment, or we are making a payment for the NHS cash benefit, the payment will be sent to the policyholder in pound sterling. The timescale for submitting reimbursement claims is 6 months from the date your invoice was issued.

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