I really recommend this private health insurance company. Freedom Health insurance is a family run business that really cares about the individual and makes things very user-friendly. When you’re no... See more
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Honestly the worst health insurers I have ever come across. Utterly awful customer service - even the senior team read off a script whatever your question is. Then they did everything possible to not... See more
Company replied
Do not use this company. I’ve had two doctors and an ent specialist put in writing to that I require surgery to improve my breathing through my nose AND confirm it is not a pre existing conditions. Fr... See more
Company replied
I am pleased to recommend Freedom of Health whom I’m insured with. Quite reasonable and very helpful during 2 double spine operations over the last five months. I have dealt with Stephen Vargas as I... See more
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Company details
Written by the company
Freedom Health Insurance is an award-winning family owned business providing private medical insurance to individuals, families and businesses across the UK and internationally. Our health insurance plans are personalised to work around you healthcare needs and budget.
Contact info
County Gates House, 300 Poole Road, BH12 1AZ, Poole, United Kingdom
- 01202756350
- info@freedomhealthinsurance.co.uk
- www.freedomhealthinsurance.co.uk
3.6
Average
127 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 88% of negative reviews
Typically replies within 1 month
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Dealt with Matt McGuire who was really…
Dealt with Matt McGuire who was really helpful and even waited on the phone to make sure I received his email - great service.
July 31, 2024
Unprompted review
Reply from Freedom Health Insurance UK
Hi Carl,
Thank you for sharing your positive experience with us! We're delighted to hear that Matt provided you with great service and went the extra mile to ensure you received the necessary information. Your feedback is greatly appreciated.
If there's anything else we can assist you with, please don't hesitate to reach out!
A Job well done!…
Customer care outstanding and very fast responce during office hours. A 24 hour hot line would be great. Very good problem solving solutions and assisting to solve your issues.
July 25, 2024
Unprompted review
Reply from Freedom Health Insurance UK
Hi Oliver,
Thank you for your fantastic review! We're thrilled to hear that you found our customer care outstanding and our response times quick.
We appreciate your suggestion regarding a 24-hour line and will certainly consider it as we strive to enhance our services.
It's great to know that our team was able to effectively assist with your issues. Thank you for your valuable feedback and support!
All I can say is what a great bunch of…
All I can say is what a great bunch of people who I have had the pleasure of dealing with through work . Always answer the phone promptly and are super efficient.
If I was not insured through my Employer I would not give it a 2nd thought to have a policy with Freedom.
July 19, 2024
Unprompted review
Reply from Freedom Health Insurance UK
Hi Susan,
Thank you so much for your kind words!
We're thrilled to hear that you've had such a positive experience with our team. It's always our goal to provide prompt and efficient service, and your feedback means a lot to us.
If you need any assistance in the future, we would be more than happy to help. Thank you again for your support!
Friendly and professional service from…
Friendly and professional service from Shannon.
July 17, 2024
Unprompted review
Reply from Freedom Health Insurance UK
Hello Rosie,
Thanks so much for taking the time to leave us a 5-star review! We're thrilled to hear that you received friendly and professional service from Shannon.
We strive to provide the best experience for our customers, and your feedback is greatly appreciated.
Please do not hesitate to contact us if you need any further assistance in the future!
Best regards,
Freedom Health Insurance
As a B2B relationship with Freedom
As a B2B relationship with Freedom, nothing but great service in over 10+ years of dealing with them.
July 16, 2024
Unprompted review
Reply from Freedom Health Insurance UK
Hi Lee,
Thanks so much for your glowing review! We truly appreciate your kind words and your loyalty over the past 10+ years. It's been a pleasure working with you, and we're thrilled to hear that you've consistently experienced great service.
Your satisfaction is our top priority, and we're grateful for your continued trust in Freedom Health Insurance.
Best Regards,
Freedom Health Insurance
Highly recommended
I have found Freedom to be the most approachable, sensible and responsive insurance provider that we have used. They are clear and timely on comms, friendly when you speak to them and give good guidance on what is covered, what is not. Shannon in claims team merits a special mention - efficient and personable.
July 9, 2024
Unprompted review
Reply from Freedom Health Insurance UK
Hello Marc,
Thank you so much for taking the time to share your experience with Freedom Health Insurance. We are pleased to hear that you had a great experience with Freedom Health Insurance. It's important to us that our customers find our service clear, timely, and friendly, so we are thrilled you feel this way!
Shannon in our claims team will be especially happy to hear your kind words. She truly is an asset to Freedom Health Insurance and we are so proud to have her on the team.
We appreciate your feedback and look forward to continuing to support your health insurance needs.
Best regards,
Freedom Health Insurance
After speaking with the (private)…
After speaking with the (private) virtual GP they said they would book me in for a blood test via my GP. Weeks later it turns out there was no actual point speaking to them, because to get that blood test I need to contact the NHS GP myself, book an appointment (impossible), and then get a consultation with the GP - and they will decide if I need a blood test or not. So literally nothing gained whatsoever from using the virtual GP - just time wasted.
June 5, 2024
Unprompted review
Reply from Freedom Health Insurance UK
Hi Colin,
Thank you for your feedback.
I am sorry to hear that you are unhappy with the Virtual GP. They are a separate company to us so unfortunately they will not be notified about this review. If you want to escalate this further, you will have to contact them directly as we will be unable to resolve this with them due to data protection.
If you are referred by the Virtual GP or your own NHS GP, please contact us with this referral as we may be able to cover under our £750.00 GP referred tests benefit.
If you need anything else in the meantime, please do not hesitate to contact us via info@freedomhealthinsurance.co.uk or 01202 756350.
Cowboy institution
Cowboy institution. I made a claim for bad knee pain, I saw the GP and orthopaedic consultant for the 1st time, within a month of the continuous pain. Had an MRI, showed the cause of pain was a bone sticking out. Freedom refused to cover the claim, stating it was pre-existing. They said the knee pain was a pre-existing, as I complained to my GP of knee, wrist, fingers and ankle pain, just under 5 years ago, shortly after pregnancy, where I gained 5.5 stone. It’s a well known fact that women get pain in their joints around pregnancy, due to hormones and weight gain. Freedom would not cover my claim.
They also claim to cover HCA hospitals in their Elite plan, but then make the process extremely difficult if you try to use them.
Only have 1 manager who works part-time. Other staff can’t deal with query.
Cancel procedures the day before, and on the day that they are planned for.
They will do anything in their power to not pay out for procedures.
May 10, 2024
Unprompted review
Reply from Freedom Health Insurance UK
Hi Natalie,
Thank you for your feedback.
We assess all claims based on the information provided to us and explained the reason that your claim is unfortunately not valid. We are currently assisting you in getting further information as you have asked for this decision to be reviewed which we are more than happy to do for you.
The claims manager works full time and has been here with us at Freedom for over 11 years. You have been dealing with an assessor who has over 12 years of experience working in Private Medical Insurance, is able to deal with your queries, and is helping you with the review of your claim.
We do hope that we can resolve this issue for you as we are very committed to providing top notch service and going above and beyond for all our customers.
Please do not hesitate to contact us if you need any further assistance.
Very very very very disappointed with this provider
Very very disappointed with this provider. I sent a GP REFERRAL through for a gastroenterrologist. I was meant to see him due to a blood test which showed raised liver enzymes and anemia, so I would need investigation if there's any internal bleeding or problems with the liver. Was told that these are not enough symptoms to justify an authorisation code.
I can't actually believe the stupidity of the answer. Cancer usually comes without symptoms!!!
May 23, 2024
Unprompted review
Reply from Freedom Health Insurance UK
Hello Harry,
We have thoroughly investigated this review and suspect you are leaving a review on behalf of a spouse/family member. Based on this information - the claim in question was approved the same day as the clinic letter was received. Therefore we do not believe that this review is a true reflection of our services.
If you would like to discuss this matter further or have any other concerns, please do not hesitate to contact us. You can reach us via email at info@freedomhealthinsurance.co.uk or by phone at 01202 756350.
Many thanks,
Freedom Health Insurance
They are so awful - just go elsewhere for better service and care
They are so awful. They are the worst health insurance company I’ve ever had to deal with in the UK. You have to chase chase chase them to follow up on claims. Doctors dont get paid by them for valid documented claims so many won’t work with them. Their staff are rude and unhelpful. Correspondence into freedom takes weeks to be replied to, if they bother, and you have to chase repeatedly for answers. They are incredibly stressful to deal with and when dealing with health matters you want a company who treats you considerately like a client not an annoyance. Look anywhere else but here for a health care insurer.
May 10, 2024
Unprompted review
Reply from Freedom Health Insurance UK
Thank you for taking the time to share your feedback with us. We truly value your input and are committed to continuously improving our service.
Upon reviewing your concerns with our claims department, we found that majority of your inquiries were addressed promptly, with 44% of your emails receiving responses on the same day. On average, your emails were responded to within 2 working days to ensure thorough and efficient support.
You have mostly spoken with the same assessor who was under the impression that you were happy with their assistance, with our call response times being between 10-13 seconds.
We received the invoice from the doctors on the 5th of April and this was fully paid on the 10th of April, this time frame is well within the market standards.
We are truly sorry to hear you feel as though you have had a negative experience, we take these matters very seriously. Please reach out to our claims team with specific details and we will investigate the issue further to ensure it is addressed appropriately.
If you have any further concerns, please don't hesitate to let us know. We are happy to help in any way that we can.
Shannon Bennet
Shannon Bennet, Claim Assesor has been very helpful and solved my problems !
April 26, 2024
Unprompted review
Reply from Freedom Health Insurance UK
Thanks so much for your kind words! We're thrilled to hear that Shannon provided such helpful assistance and resolved your problems effectively. We'll be sure to pass along your praise to her. If you ever need assistance in the future, don't hesitate to reach out. We are here to help!
Relatively easy to process the claim
Relatively easy to process the claim. Would be easier if there was a web site to use to manage claims.
Using emails and web emails is not very convinient
April 26, 2024
Unprompted review
Reply from Freedom Health Insurance UK
Hi Patrick. Many thanks for your review. We are always looking for ways to improve our services so we really appreciate your feedback and will look into this for the future! In the meantime, please do not hesitate to contact us if you require any assistance.
Jade Haydock was a great support agent…
Jade Haydock was a great support agent and helped me gain access to my policy in a quick and effective manner
April 19, 2024
Unprompted review
Reply from Freedom Health Insurance UK
Hi Finn,
Thank you so much for your kind words! We're thrilled to hear that Jade provided you with efficient support to help you gain access to your policy. We're lucky to have her on our team!
If you need any further assistance, please don't hesitate to reach out.
Great Customer service
Its interesting reading some of the low rated reviews, the ones I read seem to all be from clients who had claims refused (for legitimate reasons from what I can work out). All I would say is having had cover from them for around 2 years I would highly rate them based on their customer service. Prompt answers when calling with really nice polite staff.... normally a decision there and then. I never had a claim refused but then maybe you should only claim when your cover covers you!! ;-)
Ive had insurance from all the big companies over the years and personally I would rate Freedom over the others.
May 18, 2023
Unprompted review
Reply from Freedom Health Insurance UK
Hi Mark,
Thank you so much for sharing your positive experience with us! We truly appreciate your kind words and are delighted to hear that you've been satisfied with our customer service.
Regarding our lower-rated reviews, we acknowledge that they tend to stem from factors such as coverage limitations, rather than a reflection of our service standards. Nevertheless, our commitment to providing exceptional service to all our valued clients remains.
We're grateful for your continued trust in Freedom Insurance. Thank you for choosing us!
I very rarely speak to someone in…
I very rarely speak to someone in customer service who is really calm and doesn´t seem phased about a situation. I have to say Lynne Heath is exceptional at her job and genuinely seems to care about who she speaks with. She told me she has been with the company for a while so I´d urge you to do anything you can to keep her :)
February 22, 2024
Unprompted review
Reply from Freedom Health Insurance UK
Hi Charlotta,
Thank you so much for your kind words! We're thrilled to hear that Lynne provided you with exceptional customer service. Lynne is an invaluable member of the team and is well-known for her excellent customer care.
Your feedback means a lot to us, and we appreciate you taking the time to share your experience.
The worse health insurance company
The worse health insurance company. Shame on You! Do not use them as I am cancelling mine.
My Gp refer my son who is a teenager to a dermatologist or plastic surgeon. The dermatologist recommended us to see a plastic surgeon. The plastic surgeon wrote a letter recommending immediately removing the moles as it seems dangerous. The insurance refuses to pay saying they only read the GP referral letter however, the Gp letter only refers us to a specialist as the Gp has no idea what to do. How ridiculous this company. They do not care about their clients. Shame on You! Not to mention it took them one week to reply.
February 9, 2024
Unprompted review
Reply from Freedom Health Insurance UK
Hi Michal,
Upon thorough investigation of the clinic letters from both the dermatologist and plastic surgeon, we found that the information provided did not raise any concerns regarding the moles. Despite offering to assess follow-up information on the biopsy results for coverage eligibility, we have not received a response. Therefore, we cannot consider this referral eligible under the policy.
We understand this may not be the desired outcome. However, it’s important to note that we did not solely rely on the GP letter but carefully evaluated all available information provided by specialists.
If you have any further questions, please don't hesitate to contact us.
Caring and helpful Claims team
I was recently diagnosed with cancer and I spoke to freedoms cancer team. In this difficult times, the claims teams made it an easy process. Javed was very helpful explaining my options. I have always had fantastic interaction with everyone at Freedom.
January 29, 2024
Unprompted review
Reply from Freedom Health Insurance UK
I'm deeply sorry to hear about your recent diagnosis, but I'm glad to hear that Freedom's Cancer Care Team has been a source of support for you during this challenging time. It's incredibly important to us that you feel supported and understood.
Please know if there's anything we can do to support you further, please don't hesitate to reach out.
Do not use this company
Do not use this company. I’ve had two doctors and an ent specialist put in writing to that I require surgery to improve my breathing through my nose AND confirm it is not a pre existing conditions. Freedom have however decided it is and refused to pay. Apparently their manager (whose name I can’t use) knows more than an ENT specialist and gp’s. Cliche insurance business trying to wriggle out of paying. Go to bupa or one of the big ones, shocking practices.
February 7, 2024
Unprompted review
Reply from Freedom Health Insurance UK
Hi Conor,
Thank you for your feedback.
All claims are assessed carefully using the available information and the applicable policy terms and conditions. We are satisfied that the appropriate process was followed in reaching the decision.
If you would like to discuss the matter further, please contact us directly on 01202 756 350 or at info@fhi.co.uk.
Kind regards,
Freedom Health Insurance
Excellent customer service
Excellent customer service. Everyone is always so very nice to deal with and so helpful. What a change for a human being to answer the phone within a couple of minutes! I have been with Freedom for many years and in my experience are the best health insurance I have dealt with. Thoroughly recommend.
January 25, 2024
Unprompted review
Reply from Freedom Health Insurance UK
Thank you so much for your kind words! We're thrilled to hear about your positive experience.
Providing excellent service and timely assistance is a top priority for us, and we truly appreciate your loyalty over the years. If you ever have any questions or need assistance in the future, please don't hesitate to reach out.
Super friendly, super quick
Miss Ruddick is always friendly and super-quick, it takes less than 24 hours to get a reply.
December 12, 2023
Unprompted review
Reply from Freedom Health Insurance UK
Hi Sascha,
We appreciate your feedback and look forward to serving you with the same level of service in the future. If you ever have any questions or need assistance, please feel free to reach out.
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