Freedom 360 FAQs

Freedom 360 is a health and wellbeing toolkit for eligible Freedom Health Insurance members. It brings together six Freedom Partner services, Freedom Digital GP, Freedom Dermatology, Freedom Physiotherapy, Freedom Diagnostics, Freedom Cancer Care and Freedom Wellness, plus Freedom Favourites, a collection of member discounts. It works alongside your health insurance, not instead of it.

It depends on your policy and level of cover. Freedom 360 services are delivered in the UK. They are available with Freedom Elite and Freedom Essentials, and with Freedom Worldwide UK where treatment takes place in the UK. They are not available with Freedom Worldwide Non-EEA.

Group scheme members can use all six Freedom Partner services. Individual policyholders can use five, as Freedom Wellness is for group scheme members only. Freedom Dermatology, Freedom Physiotherapy and Freedom Diagnostics also need the relevant outpatient cover.

Each service has its own route:

• Freedom Digital GP: book through the Kry app. Get started with Freedom Digital GP.
• Freedom Dermatology: call our claims team on 01202 283 580 or email claims@fhi.co.uk.
• Freedom Physiotherapy: call the Freedom Physiotherapy line on 01202 756 357.
• Freedom Diagnostics: get a referral, then send it to our claims team on 01202 283 580 or claims@fhi.co.uk.
• Freedom Cancer Care: create an Information Hub account from the Freedom Cancer Care page, or call our Cancer Care Team on 01202 283 592.
• Freedom Wellness (group schemes only): phone, WhatsApp, online chat or app, 24 hours a day. Find the Freedom Wellness contact details.
• Freedom Favourites: enter your policy number on the Freedom Favourites page.

Your policy number is on your certificate of insurance. You will need it to look up your Freedom Digital GP membership code, contact Freedom Wellness and view your Freedom Favourites discounts.

You can use Freedom Digital GP and Freedom Favourites straight away. Group scheme members can also use Freedom Wellness straight away.

Freedom Dermatology, Freedom Physiotherapy and Freedom Diagnostics need approval from our claims team first. Freedom Cancer Care one-to-one support is arranged through our Cancer Care Team.

No. Advice, a referral or a recommendation from a Freedom 360 provider does not confirm that any further consultations, diagnostic tests, scans or treatment will be covered. Contact us before you have any treatment you want to claim for.

Yes. Eligible dependants named on your policy can use the Freedom 360 services included with their cover. Age and eligibility requirements vary by service.

Freedom Digital GP is booked through the Kry app.

• Download the Kry app from the App Store or Google Play.
• Register using details that match your certificate of insurance exactly, then verify your identity.
• On the app home screen, tap Enter membership code and enter your Freedom Digital GP membership code.
• Book the next available clinician or choose a time.

If you are new to Freedom Health Insurance, your account can take up to 5 working days to activate. Get started with Freedom Digital GP.

Your membership code is in your welcome letter. It is not the same as your policy number.

If you cannot find it, look it up on the Freedom Digital GP page. Enter your policy number, which is on your certificate of insurance, and your membership code will be shown.

Check that the details you entered match your certificate of insurance exactly. If they do not match, registration will fail. If you are new to Freedom Health Insurance, your account can take up to 5 working days to activate.

For help with the app, identity checks or booking, contact Kry support on 0203 870 3029 or support@kry.co.uk. For help with your registration or membership, contact us on 01202 283 580 or freedomgp@fhi.co.uk.

No. A digital GP can arrange a private prescription, but there is a non-refundable charge for the medication and delivery. Medication costs are not covered by your policy.

Yes, if they are aged one or over and named on your policy. Kry does not treat children under 12 months by video, so please seek face-to-face care for a baby under one.

Call our claims team on 01202 283 580 or email claims@fhi.co.uk. You do not need a GP referral. The team will ask about your concern, check your cover and guide you through the next steps.

Your policy must include outpatient cover. The service fee is taken from your outpatient limit, and your excess is waived for the assessment itself. Freedom Worldwide UK members must be in the UK when the kit is ordered.

Contact Skin Analytics at support@skinanalytics.co.uk. Results come directly from Skin Analytics, not from Freedom Health Insurance, and you will usually receive a response within three working days of submitting suitable images.

Call the Freedom Physiotherapy line on 01202 756 357. You do not need a GP referral. We will check your cover and eligibility, then arrange a virtual initial assessment of about 30 minutes.

Your policy must include outpatient cover with physiotherapy benefits. We pay for the initial assessment in full, without applying your excess. Follow-up treatment is subject to your excess and outpatient limit.

Contact Ascenti by email at contact@ascenti.co.uk, by live chat or through its online contact form. Appointments cannot be cancelled by text message. Please give at least 24 hours' notice, as late cancellations may be charged.

First, get a referral from Freedom Digital GP, Freedom Physiotherapy or your own GP. Send it to our claims team on 01202 283 580 or claims@fhi.co.uk. If it is approved, we will register you with Scan.com and send you a link to book your scan.

Freedom Diagnostics covers X-ray and ultrasound imaging. Your excess and outpatient limit apply. It is not available with Freedom Worldwide Non-EEA.

There are two parts. The Information Hub is available to members with Freedom Cancer Care included in their cover, whether or not they are making a claim. Create your account from the Freedom Cancer Care page.

One-to-one support from a dedicated cancer nurse specialist is available if you have an eligible cancer claim. Contact our Cancer Care Team on 01202 283 592 or cct@fhi.co.uk. They will confirm your eligibility and refer you. Up to six hours of one-to-one support is available.

Freedom Wellness is for eligible group scheme members. You can contact it 24 hours a day, 365 days a year, by freephone, WhatsApp, online chat or the Balancy app. You will need your policy number. The contact details are on the Freedom Wellness page.

No. Your employer is not told who has used the service. Employers receive anonymised statistics only, and organisations with fewer than 50 employees receive no usage data.

Freedom Favourites is a collection of health and wellbeing discounts from brands we have chosen, covering fitness, nutrition, diagnostics and recovery. It is available to eligible members on individual policies and group schemes. The offers are separate from your insurance policy and do not affect your cover or claims.

Go to the Freedom Favourites page and enter your policy number, which is on your certificate of insurance. The offers are for current policyholders only and must not be shared.