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CALL FREEDOM 01223 446914

Monday to Friday 9am - 2pm
Closed Bank Holidays

(Web chat available during opening hours)

Contact Us

Call Freedom 01223 446914

Monday to Friday 9am - 2.00pm

Closed Bank Holidays

(Web chat available during opening hours)

Frequently Asked Questions

Commonly asked questions answered

About Freedom Travel Insurance

Who Underwrites Your Travel Insurance Policies?

We are proud to have AXA Insurance UK plc, a long standing and reputable insurer, underwriting our travel insurance policies. In cases where we are unable to offer cover on our own scheme, we may look to alternative insurers and their underwriters in order to obtain a quote on your behalf.

Who is Eligible to Buy Freedom Travel Insurance?

Our policies are available to you if you are permanently resident in the United Kingdom (UK) and registered with a general practitioner (GP) in the UK.

What is the maximum age you can insure up to?

Single Trip:

For single trip cover we will cover up to the age of 85 and up to 31 days per trip.

Annual Multi-trip:

For annual multi-trip cover we will cover up to the age of 75 and up to 31 days per trip, 183 days travel per year.

Pre-Existing Medical Conditions

What is classed as a pre-existing medical condition?

This varies from insurer to insurer, but Freedom's definition is:

  1. Any respiratory condition (relating to the lungs or breathing), heart condition, stroke/TIA, epilepsy, crohn's disease or cancer for which you have ever received treatment (including surgery, tests or investigations by your doctor or a consultant/specialist and prescribed drugs or medication) or;
  2. Any medical condition for which you have received surgery, in-patient treatment or investigations in a hospital or clinic within the last twelve months or;
  3. Any medical condition for which you are taking prescribed drugs or medication.

Why Cover Pre-Existing Medical Conditions?

Should your pre-existing medical conditions, directly or indirectly disrupt your holiday plans, maybe causing you to cancel or possibly resulting in emergency medical treatment abroad, providing you have told us about your medical conditions and cover has been agreed, you will be able to recover your expenses (excesses may apply).

Do I need to declare all of my pre-existing medical conditions?

Yes, if you do not declare all of your pre-existing medical conditions then none of your conditions will be covered.

I'm travelling with a companion - Do they need cover for my pre-existing medical condition?

Should your medical condition cause any complications whilst you are on holiday, your companion will be entitled to claim under the same terms and conditions as you if they have bought travel insurance from Freedom Insurance Services Ltd.

I am waiting for my medical condition to be diagnosed; can I still get travel insurance?

Freedom is unable to offer cover for undiagnosed medical conditions.

Do I need a fit to travel letter from my doctor?

We do not ask for a letter from your GP in order to issue cover. Medical claims will be referred back to your GP so it is important that you answer our medical declaration honestly.

Medication and Treatment

Do I need to tell you if there is a change in health, prescribed medication or treatment before I go on holiday?

If there is a change in your health, prescribed medication or treatment before you go on holiday, let us know by telephone on 01223 446914*. There is no increase in premium under these circumstances. If there are changes in health, this will be reviewed again at renewal which may impact the premium at that time.

*Call costs may vary depending on your service provider.


Do you need to know the names of the medication I take?

We do not need the names of the medication or the dosage. What we do need to know are the names of the diagnosed medical conditions for which you are prescribed medication. If you are unsure of this please consult your doctor.

My treatment is due to finish soon, should I wait before applying for travel insurance?

It all depends when you need the cover to start. Applying for travel insurance once you have finished treatment could, in some circumstances, reduce the premium and make the cover easier to obtain. However, if you need the cover to start whilst you are still receiving treatment because you have a holiday booked and need cover for cancellation, you will need to declare the treatment and we will quote accordingly.

I am going to have an operation when I get back from holiday, can I still get cover?

Generally, Freedom is unable to offer cover for people on a waiting list for surgery but there are exceptions to the rule. Talk to one of Freedom's Travel Insurance agents, it may be that we can find you a policy that excludes cover for the medical condition relating to the pending surgery.

What if I lose my medication on holiday?

Freedom's policies cover up to £200 for the replacement of your lost, stolen or damaged medication subject to policy terms and conditions.

If I have a European Health Insurance Card (EHIC), do I still need travel insurance?

Yes, an EHIC entitles you to free or reduced cost state healthcare for medical treatment that becomes necessary during your trip, for example because of illness or an accident. But you will still need travel insurance as the EHIC only covers EU state hospital treatment. It isn't accepted in private clinics and doesn't include any repatriation cover. For more information, click here to visit our travel tips webpage

Making a Claim

I need to cancel my holiday, how do I claim my money back?

Please contact AXA on 0345 271 4478. If you are cancelling on medical grounds, you will be asked to get a statement and signature from your doctor. Providing the cancellation of your trip is unavoidable (terms and conditions apply) we will pay you up to £3,000 for any irrecoverable unused travel and accommodation costs (including excursions up to £250) and other paid charges which you have paid or are contracted to pay.

How do I claim for emergency hospital treatment abroad?

If you are admitted to a hospital or clinic while abroad, contact AXA Emergency Assistance Service as soon as possible by calling +44 2303 126 4121. Arrangements will then be made for medical expenses covered by the policy to be paid direct to the hospital/clinic.


How do I claim for out-patient treatment received on holiday?

For any out-patient treatment that requires payment, please ask for a receipt. On your return, please contact AXA by calling 0345 271 4478 to make a claim. If you are in doubt, please contact AXA Emergency Assistance Service for guidance on +44 203 126 4121.

Medical Screening

How do you screen my medical condition?

We use a medical risk assessment tool to enable us to provide you with a quote. You will be asked a number of questions about your medical status. From the information provided we will base our quotes on your health status.

How do I conduct my own screening online for my medical condition?

Under ‘Start New Quote’ follow the 3 steps and you will be guided through to the medical screening process. You will need to declare your medical conditions, followed by a few questions specific to your pre-existing medical conditions.

If you have any difficulty getting a quote online, we can help. Click on 'Chat with us' to speak online with one of our travel insurance agents.


We cannot offer cover online for

a.) Anyone who is awaiting in-patient treatment, surgery, tests or investigations.

b.)Those who intend to travel against the advice of a medical practitioner or would be if they sought his/her advice

c) Those travelling with the intention of obtaining medical treatment abroad

d) Those travelling to a country against the advice of the FCO (visit the Foreign and Commonwealth Office website for additional information)

e) Any trip that has already begun

f) Anyone that is not a permanent resident of the UK and registered with a medical practitioner in the UK

g) Any medical condition for which you have received a terminal prognosis

h) Any medical condition affecting you, a close relative or close business associate that could reasonably be expected to result in a claim on this policy.

Travel Disruption Cover

What is travel disruption cover?

Travel disruption cover offers the financial protection customers would normally receive from their tour operator when purchasing a package holiday. When booking travel and accommodation independently customers do not enjoy the same amount of financial protection when certain problems arise. Freedom Insurance includes travel disruption cover to provide some additional protection and is included as standard with both single trip and annual multi-trip policies.

What does travel disruption cover include?

Click here to view Section P of the policy wording. Terms, conditions, exclusions and limitations apply.

Coronavirus FAQS

Download policy wording document

About Freedom Travel Insurance

Pre-Existing Medical Conditions

Medication and Treatment

Making a Claim

Medical Screening


Travel Disruption Cover

Coronavirus FAQS

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