Claims FAQs

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How do I make a claim?

Here at Freedom we are always working hard to make our claims process as straightforward as possible and we will guide you throughout the process. Before you call to make a claim, you should have already visited your GP and received a referral letter. For more information visit How to make a claim.

How long does it take for a claim to be processed?

We aim to respond to all new claims within two working days. Once you have made a claim and it has been approved, we do our best to make sure it is processed as fast as possible. To find out more see How to make a claim.

Is your claims team based in the UK?

Yes, our claims team is based in Freedom’s office in Poole, Dorset, the UK.

Do I need to fill in any claim forms when making a claim?

If you are making a claim for one of our UK plans (Freedom Essentials or Freedom Elite), your claim will be processed over the phone, so you don’t need to fill in any forms. However, if we need to get in touch with your GP we will ask you to fill in a Medical Consent Form.

If you are making a claim for our international plan (Freedom Worldwide) your inpatient and day-patient claims will be processed over the phone, so you don't need to fill in any forms. However, for outpatient claims, we require you to complete a claims form. To find out more see How to make a claim.

Does my GP need to send you the referral letter or do I?

The Freedom policyholder is responsible for getting their referral letter to us. We can accept the letter as a digital copy (photo or scanned document) via email or as a hard copy by post.

What happens if I’m not happy with the outcome of my claim?

We are always committed to providing excellent customer service. However, if you’re not satisfied with the response to your claim, we want to hear from you. Find out how to make a complaint

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.

What information will you ask me when I make a claim?

We will ask your name, what are your symptoms and when they first began, whether you have had these before, information about your visit to the GP and what was recommended and the name of the specialist and hospital you are being referred to. Don’t forget to have your documents and policy number on hand when you contact us.

What documentation do I need when making a claim?

You can always check your policy documents to find out if you’re covered for a certain condition before you contact us. You’ll also need your policy number, referral letter from your GP or any receipts if you’ve already had treatment.

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. We are always happy to receive your inquiries, so if you have any questions about your claim, contact us on 01202 283 580* or 0044 1202 756 350* if you’re calling from outside the UK. You can also write to us addressing your letter to Freedom Health Insurance, County Gates House, 300 Poole Road, Poole, BH12 1AZ or simply email us at [email protected] for UK health insurance claims or [email protected] for international claims.

What happens if I have multiple procedures during the same hospital stay?

If you have more than one procedure during the same hospital stay, we will increase our fixed cash benefit to allow for the extra costs of the additional procedure where it is appropriate to do so. Please call our claims helpline to confirm what procedures will be covered before having the treatment.

Still have any questions?

If you couldn't find an answer to your question, please use the form below to send us your query. Alternatively, you can contact us directly.

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Want to make a claim?

Find everything you need to know about making a claim from our claims guide.

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