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CALL FREEDOM 01223 446914

Monday to Friday 8.30am - 5.30pm
Saturday 9.00am - 5.00pm
Closed Bank Holidays

Contact Us

Call Freedom 01223 446914

Monday to Friday 8.30am - 5.30pm

Saturday 9.00am - 5.00pm

Closed Bank Holidays

Freedom Travel Insurance - How Did We Do?

Award winning online customer service.

Your Feedback on Our Service

  • In order to improve our service we greatly appreciate any feedback, good or bad.
  • We use an independent customer review system, called Feefo.
  • All Feefo reviews are gathered anonymously from genuine customers.

February 2017, Freedom Insurance Services Ltd has won a Feefo Gold Service award for the second year running, an independent seal of excellence that recognises businesses for delivering exceptional experiences, rated by real customers.

Created by Feefo, Trusted Service is awarded to businesses that use Feefo to collect genuine ratings and reviews. A badge of honour, this accreditation remains unique as all the awards are based purely on the interactions with verified customers. This feedback has been collated by the Feefo review platform, with the accolades being awarded based upon performance.

Feedback has been compiled from 746 Customer Reviews with an Average Service Rating of 97%
Customer Comment
V easy to complete online forms & simple to obtain quote.
Competitive rates for people with existing medical conditions
Yes, found the service to be quick.
They made clear that I would be covered for my declared pre-existing medical conditions. This is very important as travel insurance can become a stressful experience, when really booking a holiday should be an exciting time.
Everything went smoothly,well explained and informative.
give me insurance to cover my needs quickly
Easy to arrange online. However, only downside is that once quote is saved it is not possible to go back into it and edit it!! You have to do a new quote.

As regards the policy, It would also be helpful to have one page that you could print out which gives a summary of exactly what you are covered for instead of having to go through pages and pages to find what you want quickly.
Freedom replied:
Hi, Thanks for taking the time to leave us feedback. We are currently in discussion with our web developers looking at ways to improve the customer experience - I will pass this feedback on. Kind regards, Ally
Easy to use and fast to complete. Caters for all medical conditions.
This is my second time using freedom insurance, I have a medical condition respiratory related, purchasing this insurance was quick and easy and value for money and of course peace of mind knowing I'm insured in case my condition plays up wile I'm on holidays...
Excellent and very easy to sort out
I love freedom insurance have used it for the last 4/5 years - the site is simple to use its prices are competitive and if you get stuck there is always online chat or call them they really will explain everything you need. This was one company I had to call when struggling to find insurance to make sure we all got home together if something went wrong.
I would recommend you at least try them
Freedom replied:

Many thanks for your feedback. We are delighted that you found the user experience straightforward and return to us again and again.

Happy holiday!

Kind regards
Very easy and quick to get a quote- policy is excellent value for money which is why we we have used Freedom Insurance several times and have recomended it to friends.
Completing the online form to obtain a quotation was quick and straightforward. I had one question which was quickly answered using the online chat. The quotation was acceptable and payment simple.
My approach to your representative was great. They were courteous and gave the help I needed. I was very pleased with the quote which I accepted, and I have now printed off the details via my emails.
Thank you.
Was the second time of buying insurance from Freedom.
A lot less hassle than some others I have tried.
I would definately recommend them to family and friends as it was so easy to do
Easy to use form. Coped well with medical conditions. Very straight forward. Already used again for another holiday.
So easy to use the web site and receive an instant quotation despite pre existing medical conditions.
Yes I would but insurance from you again. Very affordable for existing medical conditions easy to get a quote and very competitive
Extremely easy website to navigate. All questions reasonable. Price of policy not bad
Easy to complete. Clear Questions
Yes, will buy again, the service is seemless and user friendly
Easy to navigate site quick reply value for money peace of mind
Site is easy to use and straight forward.
Despite having had 3 insurance policies with Freedom Insurance Services Ltd, In the last 6 months, I cannot get annual cover. I have never made a claim! Come on you guys, it would make my life so much simpler to not have to go through the whole process of entering all our retails again and again.
Freedom replied:
Good morning,

Thank you for taking the time to provide us with feedback. 
Our parameters on annual policies are lower than you would see on a single trip policy because an annual policy would any number of trips within your policy year.

I'm sorry that we were unable to provide you with an annual policy on this occasion.

Kind regards,

Hi Tom,
thank you for your prompt reply. I do understand where you are coming from but with exemptions, exclusions etc surely an annual policy can be devised for people who don’t fit ‘off the peg’ policies. 🙂
Best Wishes
A x
Freedom replied:
Good afternoon.

I understand what you are saying. It is our underwriters however, who determine the parameters of the policies we offer.

There are set underwriting rules we abide by in regards to our policies which means that we are unable to pick and choose various conditions to cover or exclude.

However, we do aim to improve our product and our service and if you are happy for me to do so, I can pass your feedback onto our underwriters?

Best wishes.

Thanks Tom,
I am happy for you to pass on the request to the Underwriters. Even if the cost is fairly high, it would be so much better than having to keep entering details of health again and again! Lol.
Best wishes
i would recommend this when travelling abroad
My third travel policy this year was easy to complete,but why
not hold my details in an my account?
Freedom replied:
Hi, thank you for leaving us feedback. We do not hold details due to the sensitive nature of some of the information that we take from you. I hope that this explains this. Kind regards, Ally
Excellent. Easy to use web site. Cover for medical conditions expensive but at least it was available.
Always use you for travel insurance website is easy to follow and customer service if needed Is perfect
It takes ages to fill out and sometimes the site sticks and then you have to start again. Very annoying.
Freedom replied:
Good afternoon,

I'm sorry that you had this experience with our website. The reason for this was that we were having a website security test running from about 7:30pm one night to the next morning. It was designed to test our website security measures however a side effect of this was that the website was running slower than usual.

I can assure you that the website will be faster now the security test has been completed and I can only apologise that your experience was impacted by this.

The website was user friendly, the quote reasonable. I’m going to use them all the time from now on.
Freedom replied:
Hi, we are happy to hear that you had a great online experience with us and that you were pleased with your quote. We look forward to welcoming you in the future. Kind regards, Ally
Been using Freedom for a few years. Never had any problems.
Yes I would buy from you again and I would recommend my family and friends
It’s easy to set up insurance but it would be better if information previously supplied could be accessed to save time on subsequent travel insurance applications.
Freedom replied:
Good afternoon,

Thank you for leaving your feedback with us. 
Due to the sensitive nature of some of the details we take, we have it so that all details are re-entered for each policy.
Whilst this does mean a new policy or renewal might take a while longer, we feel that the security of your information is paramount. 

Thanks for responding Tom.
I totally understand where you are coming from. I just wish that there was a way around it as it takes us forever.
Best wishes
I have given 5 stars because:

Ease of completing form online
Easy to understand questions
Easy to print documents
Competitive price
Used previously
The webpage was easily understood and the pathway clear. I was impressed with the speed of the processing once the medical questions were answered. Yes I would recommend them to my friends.
Very good
Will certainly use again easy efficient on line form and very competative price
Very easy to use
Straightforward questions. However, there was a bit of confusion re heart problem wording.... ie wife had had cardioversion and later ablation.... this couldn't be recorded on your tick list....having ticked cardioversion, we had to close the website; reopen; and eventually tick ablation... JR Cambridge
Freedom replied:
Hi, thanks for taking the time to leave feedback. Further down the list, there is an option to tick more than one type of treatment i.e. ablation. I hope that this helps. Kind regards, Ally
Thank you for your reply.... good to have a company who do reply... so I know this "customer feedback" is not just "window dressing" for you.... Thank you.
Re my original point... Perhaps it would be a good communication point to place AT THE TOP OF THE LIST that if you want to tick more than one option it is possible so to do if you??? (and explain what to do.
I did try to tick on both cardioversion AND ablation but was not permitted to do so....I was doing the logical thing of WORKING DOWN the list, and when, on the second working through, I had ticked the ablation (being the major event), I presumed I had finished, THEREFORE READING ANYTHING ELSE WAS IRRELEVANT.
Anyway, I shall now seek to find your amendment page and add that my wife had had cardioversion prior to the ablation (ablation procedure would only be given after cardioversion events had occurred...thus I had assumed that this was understood as having been done if one had informed the insurance company that ablation had been done). Am I right in seeking to amendtmy submission to you, and to do so in this way? Or should I contact you by phone? Kind Regards John Rees Ah, I now understand.... "modify my rating" means "modify my rating of my experience of using FREEDOM INSURANCE LTD and your website.... it isn't about modifying our medical experience information sent originally to you when applying for cover.
With regard to what I said above, do I need to modify our medical experience information? Kind Reards John Rees
Freedom replied:

I will pass your comment over to our Operations team and someone will get in touch with you shortly. Kind regards, Ally
Quick and clear journey, great price and good cover. Thanks!
Very easy to use especially for medical conditions.
Everything was going fine until I wanted to print out the policy etc. It will not recognise the policy number: FRE/WEB/833115. So now I have no proof of sale or the policy.
Please look into it ASAP as I need to get this sorted.
Regards , Rita Allso
Freedom replied:

We are sorry to hear that you have experienced difficulties trying to retrieve the documents online. We will get these emailed over to you as soon as possible and investigate the online issue. 

Kind regards
I have used Freedom a number of times now. I did have trouble in the past getting cover for one member of the family but I don’t have this problem with Freedom. Being able to do the medical screening on-line is a big plus as it saves me spending a long time on the phone and I can come back to it to finish it rather than doing it all in one go.
Freedom replied:
Thank you for the positive feedback.
It's nice to hear that we've been able to provide cover for you on several occasions.

Nor being very computer literate, I found it was an easy to follow website from beginning to end.
Clear, simple, easy to understand medical questions
Very straight forward and easy to purchase
They are the cheapest I could find for pre existing conditions
Great cover I will be using freedom every year from now on
Freedom replied:
I'm glad to hear that you've been so happy with our service that you will use us again in the future. 
I hope that we're able to provide peace of mind and high quality service for many upcoming holidays!

Thank you for the positive review!

Quick and easy and no messing about.
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