Freedom Health Insurance UK Omdömen 

My experience with Freedom Health Insurance has left me with very little confidence in the company, both in its handling of my claim and its approach to customer confidentiality.

Freedom initially approved my claim. It later re-reviewed information it already held and revoked that approval. Despite this, Freedom told me it would honour the original approval and asked me for my payment details so that I could be reimbursed. I provided them. The reimbursement was never made.

I complained to Freedom and subsequently took the matter to the Financial Ombudsman Service. The FOS did not uphold my complaint. I nevertheless remain dissatisfied that Freedom told me it would honour the original approval, requested my payment details, and then did not reimburse me.

Separately, I became concerned by Freedom’s practice of responding to negative Trustpilot reviews by publicly discussing customers’ medical information, claims and treatment details.

I raised these concerns with Freedom directly first. Their response did not address the substance of the examples I had raised and they did not accept that there was a problem. I therefore referred the matter to the Information Commissioner’s Office.

Following its investigation, the ICO wrote to me on 21 August 2026:
“We are of the view that Freedom Healthnet has not upheld its data protection obligations.”

The ICO also told me that Freedom had reviewed its practices and confirmed that it “will no longer publish medical details on review responses.” The ICO recommended that previous responses disclosing personal data be deleted. Freedom has since amended a number of its historic Trustpilot responses.

For a health insurer entrusted with highly sensitive medical information, I find that particularly concerning.

Between this and my own claims experience, I have lost confidence in Freedom and would not use the company again.

I’ve been paying for Freedom Worldwide health insurance for over one year. I filed my first claim after paying for more than 12 months. That all went through fine.

But now I’ve (unfortunately) had another health issue and filed a second time and it’s been a horrible experience. I submitted all the documentation exactly as the tell you to on their website (the same way I did the first time). I never received an email even to say they had received my claim.

I reached out on live chat and they told me my claim had been processed and I would be reimbursed soon.

I waited….. nothing in my bank account. So I reached out on live chat again and they told me the money would be in my account by the end of last week.

Still nothing. I filed my claim 1 month ago.

On their website they falsely promise to respond to claims within 2 days and that approved claims will see money in your account within 10. It’s been more than double that time frame.

Before this, I raved about this service. Now I’ll be warning people against it.

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 not well, it’s not always an easy time but the team at Freedom Health really ensure you’re looked after and needs are met.

A horrible experience after previous positive ones when our policy documents were incorrect (sorted professionally) and claims went through relatively easily.
However I recently had a claims assessor accuse me of exaggerating referral letters to give me a better chance of claim being accepted. Was absolutely ridiculous- everything was copied and pasted in her emails until she decided to start throwing in her own rude opinions about my health. Horrible woman.
Thankfully the company I work for have had enough complaints about this insurer that they are going back to BUPA next year.

Great Sevice !!🥂
Great Assistance ( Lyn)!!⭐️

This is a workplace insurance scheme, so I didn’t choose Freedom Health. I was moved onto it when my employer switched providers. I came from Allianz, which was a completely different experience.
I submitted a reimbursement claim on 1 May. It’s now 26 June. Nearly two months, no payment, no resolution. When I chased in the past for similar situations, I got ETAs that came and went with no follow-up.
The structure doesn’t help either. Day-to-day you deal with MayfairTeam, but anything that needs approval gets stuck in a loop. Contact Freedom Health, get sent to Mayfair. Contact Mayfair, get sent back to Freedom Health. Nobody owns the problem.
I also tried to get basic information about adding my partner to the policy. The answer was essentially: ask your employer. No guidance, no process explained, just deflection.
Working in tech, I understand that internal processes take time to mature. But what I’m seeing here isn’t a scaling problem, it’s a lack of ownership. Claims sit in pending approval for weeks, documentation you already submitted gets requested again, and support responses feel dismissive rather than helpful.

Freedom health is the worst health insurance i have ever used. The amount of declines due to some vague descriptions is unreal.

I had multiple GP referrals go nowhere because freedom health declined them as "not covered".

I have spend houndreds of pounds out of pocket and cancelled it today. Avoid.

War 3 Jahre bei der freedom health versichert. meine fragen per mail wurden immer super schnell bearbeitet. genauso wie auch meine rechnungen und alles sonstige. außerdem war der service immer sehr freundlich und persönlich. und es wurden alle rechnungen immer absolut konsistent mit dem silver plan übernommen. FH ist die beste versicherung bei der ich je war und ich habe mich wirklich nackt gefühlt, als ich vor kurzem wieder in eine deutsche krankenversicherung wechseln musste. wer kann, dem würde ich FH wärmstens empfehlen - das ist absolut kein vergleich zu den in deutschland anerkannten krankenversicherungen. wenn ich wieder ins ausland gehe, dann wieder mit FH. und wenn ich mal ein alter knacker bin, dann mit dem gold plan ;D

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 trust him to do what is necessary to keep the stress away from me in my long recovery.

My interactions with Freedom have been first class - I get responses quickly with all the information I require. This has been by some distance the best service that I have received from a health insurer. My previous experience has been that the insurers were looking to make things as difficult as possible and to avoid paying at every opportunity - conversely I have felt supported by Freedom.

It has definitely made the whole ordeal a lot easier.

Freedom health are the best private health insurance I’ve ever had
Their staff are proper human beings at the end of the phone who actually help you !!!! In my experience they always help me and answer my queries very quickly and with a good outcome I can’t recommend them highly enough .

Matt was very good - helpful and wanting to do his best for me and the client. Great service.

I had a surgery on my right shoulder
About 7 weeks ago, painful and complicated
One ,that requires -
A very long recovery of months involving with a lots of physiotherapy hours.
My communication with the insurance claim team went very well - before the surgery.
All changed when I was recommended
By the my doctor to get physiotherapy hours
Passive work few too many for the insurance pocket.
My doctor recommendation refused by the claim stuff, My physiotherapist report was dismissed,
When I was trying to get an explanation
For them preventing me my needs and rights-
it got so bad over the phone 😟
I was insulted and attacked over the phone, gaslit, tons went up 🤯
that at some point it felt personal…🤔
I’m glad the phone calls recorded I couldn’t believe the way one of the advisers was Talking so badly about the amazing professor did my procedure and even
Implying my medical recommendations asking For hours of physiotherapy are done to his benefit?! Also that my physiotherapist is too connected to my doctor?! They know each other 😳
Seriously?!
Two experts one is a famous well known respected and highly gifted- was dismissed by privet insurance claim administration office workers?!😳
another adviser that was so rude and mean ,it was
Shocking 😮 she left me with tears!
living in America before dealing with customer services- I’m not sure customer services here realizes how far they can go talking to a customer and a human being ,that pays them and need their help , how low they can get and personal with insults and crossing lines how - intimidated I was
🥺
To be clear -
Half of the surgery's success ,is having a passive work out ,with a ,physiotherapist
And on my own,
I was prevented of having it fully as
Was asked by my doctor immediately after surgery and seeing by him again.
Finally , I was told by their advisor - no one of the the team left there ,that can help me…or want to talk to me 😟 that no latter from my doctor will make any difference, it will be ignored because and I use his words it’s “lovely “ of my doctor to say I need more work time,
They kept saying I better move on filling a complaint. ☹️ which makes it pretty clear they knows how it ends they are playing with grey
Areas in the policy.
So disappointing and humiliating.
If private insurance ,you pay out of for your own pocket ,is not there for you to guide and help
and u ended up risking your health and healing
From a surgery , by paying out of your own pocket while paying to the insurance as well-
then guys, do your research make sure you are covered at all times and don’t go working with-
Freedom Health insurance.

This is the most difficult insurance to claim on I’ve been with them for over 2 years and the the Livi platform for the GP service is really disappointing because the notes contradict what you tell them and make it a void claim, I’m contacting my health insurance broker to get a different provider, £100 a month cost for nothing in return and makes me worried that god forbid I got very unwell and needed to claim it’s not worth the risk

I have been with Freedom Health Insurance for some years now and have always found them to be both professional and caring in their approach to their clients. They have always been swift to act, responding quickly and being patient and kind.

Helpful. I have found that Freedom are fair in their assessments of what is and is not allowable. Their cover has been extremely useful.

I have held a policy with freedom health since 2017 my 2026 fees increased by just over 80% from the 2025 level as I dared to use the policy in 2025. I never saw a reduction in the years I didnt use the policy - I have a small ongoing health issue so needed to stay with freedom in 2026 for continued cover but will find another provider for 2027.

In responses to your reply, I have spoken to your team who agreed the 80% increase was ridiculous, my broker also informs me that they no longer recommend you as your increases this year are completley out of step with the rest of the market - its just pure greed non the part of your new owners

Overall, I found gaining authorisation for treatment to be handled by friendly, efficient and helpful operators. However, I was shocked by the huge increase in my premiums having not made a claim in over 12 months. I am now swapping to another insurer.

Complete professionals, held my hand through the whole process of setting up our corporate cover, gave me sound advice and guidance and have continued to give attentive support from it’s activation.

Always answer the phone and deal with queries quickly via email