Frequently Asked Questions
See what other people are asking about their travel insurance.
Who is eligible to purchase cover with Freedom Insurance?
Freedom travel insurance policies are only available to permanent UK residents who are registered with a GP in the UK. Cover is not available to residents of the Channel Islands or IOM. You must be fit to travel at the time of purchasing insurance cover.
Am I covered if I travel against FCDO advice?
None of our policies will provide cover for travel to a country or destination where the Foreign, Commonwealth & Development Office are advising against all or all but essential travel. If you have an essential reason for travel please contact us in the first instance to discuss your requirements.
All travellers should check the latest FCDO travel advice for their chosen destination at gov.uk prior to purchasing insurance or travelling. There will be no cover under this policy if you travel to a country or area where the Foreign, Commonwealth & Development Office (FCDO) or government are advising against all or all but essential travel. There is no cancellation cover if you are unable to travel due to the FCDO or government advising against all or all but essential travel.
How do I contact medical assistance?
The quickest way to contact the 24 hour medical assistance team is by telephone. The appropriate contact number can be found on your travel insurance policy schedule or in the policy wording.
Additionally, when you purchase cover with Freedom, we’ll send you an SMS containing your policy number and the medical assistance telephone number.
Do you cover cruises?
Yes, you can add cruise cover to your quote to gain additional benefits such as cabin confinement and missed departure. It’s important to check the cover you require with your tour operator.
Who underwrites your travel insurance policies?
Freedom Insurance offers travel insurance schemes with various A-rated insurers including Allianz Worldwide Partners, Starr International Europe and Accelerant Insurance UK Limited.
Do you have any age limits?
Freedom provides a range of specialist travel insurance schemes, some of which do not operate any upper age limit on Single Trip or Annual Multi-Trip policies. Get a quote online today, or discuss your requirements with our customer care team.
When should I start my policy?
We cover you from the time you start your trip right up until the day you return back to the UK, (except for cancellation cover which starts when you buy the policy).
If you opt to purchase Annual Multi-Trip cover, consider starting the policy immediately so you have cancellation cover in place, should anything unforeseen happen before you travel.
How do I retrieve my quote?
If you would like to proceed with a saved quote, you’ll need to contact us on 01223 446 914 with your quotation reference number, which is available during the online quote journey.
Can you cover non-UK residents?
Our policies are only available to permanent UK residents. This does not include residents of the Channel Islands or IOM.
Am I covered for COVID-19 medical expenses abroad?
If you test positive for COVID-19 whilst travelling and require emergency or necessary medical treatment, this will be covered by your Freedom insurance policy providing you did not travel against the advice of the Foreign, Commonwealth & Development Office or Government.
Customers should be aware that our policies are travel insurance policies and not private medical insurance meaning that there is no cover for any medical expenses incurred in private medical facilities if we have confirmed that medically capable public facilities are available.
Our policies will provide cover for repatriation (bringing you home) that is medically necessary. Our assistance team will liaise with your treating doctor(s) about your treatment plan and if required obtain a ‘fit to fly’ certificate. We also liaise with you and advise on, and put in place, suitable repatriation plans to get you home as soon as it is medically safe to do so in order to achieve your optimal recovery.
Do you cover cancellation due to COVID-19?
Cancellation cover will apply if you are unable to travel having received a positive COVID-19 test prior to departure. You will require evidence of a positive test. Please read the policy wording for full terms, conditions and exclusions.
How can I pay for my travel insurance?
We accept all major debit and credit cards except American Express. You can make payment online during the customer quote journey, or by calling the Freedom team on 01223 454 290.
Can you insure a child under 18 on their own policy?
Children under 18 must have at least one named adult on the policy. The child is covered providing they are travelling with at least one of these adults.
If I pay online are my details safe?
Yes. We encrypt your personal data to ensure no one else can read them. We store personal data in keeping with the Data Protection Act 1988.
Can I cancel my policy after I've paid for it?
We provide a 14 day cooling off period from the date of receipt of your policy documents. If you contact us during this period, you are entitled to a full refund provided you have not travelled or made any claims against the policy. If you are outside of the 14 day cooling off period, please contact us to discuss your options.
Am I covered for winter sports on the policy?
Winter sports are not covered as standard. You can pay an additional premium to include winter sports cover during our quote journey providing you are aged 65 or under and travelling for 31 days or less.
Do you cover sports and activities?
Yes, but the available activites will vary depending on the policy you purchase. Please view the applicable policy wording to ensure your activity is included in cover, or call us to discuss your requirements.
What cover is available for cancellation?
Freedom Insurance offers cancellation cover from £0 to £10,000 per person, per trip. You can view a full summary of the cover benefits prior to purchase.
Do you need to know the names of my medication?
We do not need the names of the medication or the dosage, only the condition that the medication is prescribed to treat or prevent.
How do I renew my annual insurance?
We will send you a renewal letter in the post to let you know that your annual travel insurance is about to expire. You can then get a new quote either online or over the phone. We do not operate automatic renewals.
How do I amend my policy?
If you need to amend your policy because you have noticed a problem or error with your documents, want to amend the name of an insured person, add a new person to the policy, purchase an additional cover option or tell us about a change in your health or medication, please contact us by telephone so we can update our records and arrange to send your amended documentation by post or email.
Can I travel separately on an annual multi-trip policy?
All adults insured on the policy are covered when travelling together or independently. Children are not covered to travel separately from the insured adult.
What is the maximum trip length?
Freedom Insurance offers Single Trip cover for travel up to 365 days, and Annual Multi-Trip policies with a maximum duration of 31 or 45 days per trip. Available durations will vary depending on age and the policy selected.
Can you cover mental health conditions?
We aim to cover mental health conditions from mild depression right through to bipolar disorder or schizophrenia. Our quotes are subject to a medical screening. If you have a complex medical history, you may find it reassuring to arrange your insurance with one of our medically aware call agents.
I already have cover but have since developed a new medical condition. Do I need to tell you?
Yes, any change to your health or medication that occurs before your departure date needs to be declared to us so we can review your cover.
I am currently receiving treatment, will you insure me for travel?
We’ll consider cover for people while they are receiving medical treatment including chemotherapy. We base all our quotes on individual circumstances. However, we cannot cover the actual cost of any on-going treatment that you know you will require during the trip, such as dialysis or the cost of chemotherapy treatment itself. When getting a quote answer the medical screening questions as of today.
My symptoms have not been diagnosed yet, can you cover me?
We can’t cover undiagnosed conditions because we’re not certain what we are offering cover for.
How much excess do I have to pay?
The excess payable in the event of a claim will vary depending on the level of cover you’ve selected. Please view our benefits summary or if you’ve already purchased a policy, see the summary of cover in your policy wording.
What can I do with my policy if I am no longer travelling?
If you are still within the 14-day cooling off period, a full refund will apply subject to no claims on the policy. In the event that your trip is cancelled outside of your policy cooling off period, subject to no claims being made, we may be able to move your insurance to alternative dates/destination. Please contact us to discuss your requirements.
