Read the fine print on Airline delay coverages! I was delayed on a connecting flight to Europe due to airline operations delays. I was denied a claim for additional costs to join my tour. Overall the... Ver mais
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Unfortunately our tracel plans were cancelled by our airline. After our horrible situation with the airline customer service. Freely has been our light in the darkness ! The claims process... Ver mais
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I have looked at many travel insurance policies. Your pricing was competitive and your optional travel benefits were great. Easy to navigate site. 21 day look at policy.
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We recently travelled to Vietnam & Cambodia and covered the holiday through Freely. The premium was very good and the insurance easy to arrange. We also used the Boost cover for one day to cover us wh... Ver mais
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Informações sobre a empresa
Escrito pela empresa
Hey travellers! We're Freely, a travel insurance and safety app. With overseas medical cover, 24-hour emergency support and cover for existing medical conditions, trip cancellation, luggage and more, we're helping tens of thousands of travellers explore the world safely and freely. But something we're really proud of? We're a member of 1% for the Planet.
Informações de contacto
118 Mount Street, 2060, North Sydney, Austrália
- 1300 772 183
- team@gofreely.help
- freely.me
4,1
Bom
259 opiniões
Respondeu a 100% das suas opiniões negativas
Geralmente responde dentro de uma semana
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Veja como as respetivas opiniões e classificações são obtidas, classificadas e moderadas.
Stall tactics and claim still unpaid
Their underwriters promise to follow up after 5 - 10 business days from submitting a claim... during the afternoon of business day 11, I called in asking what the status was as I hadn't heard any updates about my claim, only to be told they needed more time, though I couldn't be given an answer about exactly how much more time. I submitted all of the documentation requested, and yet a few hours after my follow up call on business day 11 after submission, do I get an email from Zurich (the underwriters) asking me for documentation that I'd already submitted on July 28. Then just a few minutes later, they acknowledged I'd already sent in the documents, but the response already resets their clock another 5 - 10 business days. It seems like a stall tactic on their part to delay paying the claim. Meanwhile I'm accruing interest charges for covered expenses per my policy that should've already been approved.
12 de agosto de 2025
Opinião espontânea
Resposta da Freely
Hi Leslie,
Thank you for sharing your experience, and we’re truly sorry for the frustration this delay has caused.
Just to clarify, our standard claims processing time is 10 business days. All submitted claims are placed on queue. We know this can feel like a long time, especially when you're expecting resolution and reimbursement, and we appreciate your patience more than you know.
To help us look into your case more closely, could you please send us your policy number or the email address associated with your claim?
You can reach us directly at team@gofreely.help. Once we have that information, we’ll do everything we can to assist and get things moving.
Thanks again for bringing this to our attention—we’re here to support you.
If you ever have any questions, please don’t hesitate to get in touch:
1300 772 183
team@gofreely.help
Regards,
The Freely team
These guys are so helpful at explaining…
These guys are so helpful at explaining exactly how everything works and I've used them 5 times now. I've never made a claim, so don't know what it's like from that perspective, but they've been so good to deal with every time.
22 de julho de 2025
Opinião espontânea
Resposta da Freely
Hi Louise,
Thank you so much for your fantastic 5-star review!
We’re thrilled to hear you’ve found our team helpful and clear every time you’ve used our service. Your trust means a lot to us, and we look forward to supporting you for many more trips to come.
If you ever do need to make a claim, we’ll be here to assist every step of the way.
If you have any questions about a future policy, please don't hesitate to get in touch:
1300 772 183
team@gofreely.help
Regards,
The Freely team
Expectations exceeded…
I can’t recommend this company strongly enough! I sustained a broken clavicle and multiple broken ribs while in Spain. The claim was easily submitted over the phone. My return home started shortly thereafter when their representative, Giorgio, a very competentand and pleasant EMT arrived at my hotel door. The company handled all the logistics of changing flights, arranging wheelchairs, and all other accommodations. My flight was upgraded to business class secondary to the nature of my injuries. And on my return to the airport of my departure, I was accompanied to my doorstep. my expectations were greatly exceeded!
14 de junho de 2025
Opinião espontânea
Resposta da Freely
Hi Robert,
Wow! Your feedback made our day!
We're really sorry you had to endure such a difficult situation while overseas, but we're so pleased we could be there for you when it was most important. It's fantastic to know that Giorgio and the rest of the team were able to assist you throughout your journey and make your trip home as seamless and comfortable as possible. Wishing you a swift and continued recovery — and thank you once more for your sincere recommendation.
We’re excited to be part of your next adventure!
Regards,
The Freely Team
When taking out our travel insurance…Our Freely Travel Insurance
When taking out our travel insurance the team members with whom I dealt on occasion were always very helpful, patient and pleasant to deal with. Fortunately we did not require to use the insurance in any way but it was great knowing that you had our backs and were there if we needed you. Thank you.
10 de maio de 2025
Opinião espontânea
Resposta da Freely
Hi there, Francis!
Thanks for the glowing review.
We're delighted to hear that our team was helpful, patient, and pleasant throughout your experience. It's always our goal to provide peace of mind, so we're glad you felt supported, even though you didn’t need to use the insurance. We truly appreciate you choosing us for your travel cover, and we hope to be here for you again on your next adventure!
We’re always ready to help with your next adventure!
Regards,
The Freely Team
Freely - a bright light in what was a dark time
I had a bad fall in Montenegro that resulted in hospitalisation and an operation and an early trip home. Freely stepped up and covered all my medical expenses along with reimbursing me for all of the aborted accommodation, flights etc I had pre paid.
They kept in touch throughout the process of me submitting what was a complex claim and through out their analysis of it. Once they determined a reimbursement figure, it was in my bank account within a week. I was super impressed with the whole experience and cannot recommend them too highly.
29 de maio de 2025
Opinião espontânea
Resposta da Freely
Hello there, Steven!
Thank you so much for sharing your experience.
We're really sorry to learn about your fall in Montenegro and hope you're on the mend. It truly means a lot to us to know that we could assist you during such a challenging time and help alleviate some of the stress. We sincerely appreciate your kind words and recommendation, wishing you all the best in your future travels!
If you ever have a question or would like another quote in the future, please don't hesitate to reach out. We'd be more than happy to help.
1300 772 183
team@gofreely.help
Thanks again, Steven!
Regards,
The Freely team
Do not trust Freely
And when I submitted my review (see below) with a policy ZF00841 they claimed it’s not their policy! They lie in your face! Here is their confirmation email:
….
Thank you for your purchase of Freely travel insurance plan, provided by Cover-More Inc. We appreciate the trust you have placed in us. This document confirms your Policy Details
Confirmation Number: ZF00841
Departure Date: 03/06/2025
Return Date: 03/16/2025
Location Number 27-0236
Plan number ZF-0323
………
Terrible experience. Do not trust Freely. They will gladly take your money but will use every chance to avoid their responsibility
16 de março de 2025
Opinião espontânea
Resposta da Freely
Hi there,
Thank you for taking the time to share your experience — we're truly sorry to hear about the frustration and confusion you've faced.
At Freely, we never want our customers to feel misled or unsupported. We completely understand how upsetting this situation must be and appreciate you bringing it to our attention.
We have contacted Freely US - claims department on your behalf to obtain additional information regarding your concerns. Once we can review your situation, we will email you directly.
Thank you again for your feedback. Your experience matters to us, and we’re committed to helping resolve this and restoring your trust.
Kind regards,
The Freely Team
was easy to arrange and at a reasonable price…
was easy to arrange and at a reasonable price
19 de maio de 2025
Opinião espontânea
Resposta da Freely
Hi Roslyn,
We’re grateful for your positive feedback.
We're glad to hear you found the process easy and the price reasonable. We hope to assist you again in the future.
If you ever have a question or would like another quote in the future, please don't
hesitate to reach out – we'd be more than happy to help.
1300 772 183
team@gofreely.help
Can’t wait for the next incredible journey together!
Regards,
The Freely Team
Excellent claim experience
I placed a claim and within a day it was approved. The service from their team is wonderful.
It is a painless process and I highly recommend them.
30 de abril de 2025
Opinião espontânea
Resposta da Freely
Hi Nancy,
Thank you so much for your kind words!
We're thrilled to hear your claim was approved quickly and that you had a great experience with our team. We really appreciate your recommendation!
If you have any questions about a future policy, please don't hesitate to get in touch:
1300 772 183
team@gofreely.help
Regards,
The Freely team
Super easy to setup app
Super easy to setup app, buy policy and make adjustments and extensions on the go. Love the ability to top up activities on the go to suit changing plans. Great! Thanks so much
19 de abril de 2025
Opinião espontânea
Resposta da Freely
Hi there, Jaie!
We sincerely appreciate your kind feedback.
It brings us great joy to know that you found the app user-friendly and that the option to add activities has been beneficial for your plans. Our commitment is to ensure a seamless and hassle-free experience for you at all times.
If you have any questions about a future policy, please don't hesitate to get in touch:
1300 772 183
team@gofreely.help
Looking forward to providing you with peace of mind on your next trip!
Regards,
The Freely Team
Whilst on holidays I had a hospital…
Whilst on holidays I had a hospital visit and Freely were absolutely fantastic!
Very quick with responding and my claim was approved within two days,
I will use Freely every time I travel,
Thank you Freely for a stress free experience.
Tracey Disisto
1 de abril de 2025
Opinião espontânea
Resposta da Freely
Hi Tracey,
Thank you for your kind words!
We're so glad we could assist you quickly and make your experience stress-free. Your trust means a lot to us, and we look forward to supporting you on all your future travels.
Safe travels, and we hope you have many more amazing adventures ahead!
If you have any questions about a future policy, please don't hesitate to get in touch:
1300 772 183
team@gofreely.help
Regards,
The Freely Team
It took me a while to find the best way…but
It took me a while to find the best way to talk with staff and customer service were excellent in resolving my issues.
I was almost getting my full refund for first policy but could not fill out pdf no printer and no other option.
Oh well never mind, partial refund will certainly be put to good use. Once again thank you to Mervi who was very helpful and has a high standard of dealing with customers. Puts a smile on my face and will help with my upcoming adventures.
24 de março de 2025
Opinião espontânea
Resposta da Freely
Hi David,
Thank you for sharing your experience with us! We're so glad to hear that our customer service team was able to assist you and that Mervi made a positive impact—I'll be sure to pass along your kind words.
We appreciate your patience with the refund process, and if you ever need further help, just let us know.
Wishing you great adventures ahead!
If you have any questions about a future policy, please don't hesitate to get in touch:
1300 772 183
team@gofreely.help
Regards,
The Freely Team
Reliable Travel firm
My experience with Freely from the start to the end was seamless. Every phone interaction with a real person was professional, friendly, and helpful. I have pre-existing medical conditions, which Freely covered—something many other travel insurance companies wouldn't do. Upon returning from overseas, I submitted three claims and was refunded within a reasonable time frame. I have no hesitation in using Freely for all my future travels. Trust me, don’t waste your time and energy searching for cheap, easy travel insurance—Freely is the one to choose. THANK YOU
27 de novembro de 2024
Opinião espontânea
Resposta da Freely
Hi Leonie,
Thank you for your wonderful feedback!
We're so glad to hear that your experience with Freely was smooth from start to finish. It’s great to know our team was able to assist you, and we truly appreciate your trust in us.
We look forward to being part of your future travels!
If you have any questions about a future policy, please don't hesitate to get in touch:
1300 772 183
team@gofreely.help
Take care and safe travels!
Regards,
The Freely team
Most helpful
Was easy to speak to someone, did not wait on hold for any length of time. Instructions were clear of which number to press and did not have a load of options which just ends up confusing people.
Service representative was very pleasant and helpful.
Helped me totally and I came away happy.
19 de março de 2025
Opinião espontânea
Resposta da Freely
Hi Ann,
Thank you so much for your amazing review!
We're really happy to hear that everything went smoothly for you. It’s great to know that our clear instructions and helpful team made the process easy and stress-free. That’s exactly what we aim for!
If you have any questions about a future policy, please don't hesitate to get in touch:
1300 772 183
team@gofreely.help
Regards,
The Freely team
Perfect Ski Holiday Insurance…
Always easy to sign up for travel insurance.
Cover for a ski trip is great as we only had to take out ski coverage for the days we are skiing, not the whole trip.
Easy and fast claim system.
I highly recommend Freely.
17 de fevereiro de 2025
Opinião espontânea
Resposta da Freely
Hi Julia.
Thank you so much for your wonderful review, Julia.
We're thrilled to hear that you found our sign-up process easy and that our flexible ski coverage worked perfectly for your trip. It's great to know that our claims system was smooth and efficient for you as well.
We look forward to keeping you covered on your future adventures! ✈️
If you have any questions about a future policy, please don't hesitate to get in touch:
1300 772 183
team@gofreely.help
Take care!
Regards,
The Freely team
Easy to use platform via the Swag app
Easy to use platform via the Swag app, affordable product which I thankfully did not need to use while overseas.
Customer service was available to guide me through my specific needs.
20 de novembro de 2024
Opinião espontânea
Resposta da Freely
Hi Barbara,
Thanks for your great review! 😊
We're glad you found the platform easy to use and the product affordable. It's great that you had a smooth trip and that our customer service team was there to assist you.
Wishing you many more smooth and worry-free adventures ahead! ✈️🌍
If you have any questions about a future policy, please don't hesitate to get in touch:
1300 772 183
team@gofreely.help
Take care!
Regards,
The Freely team
Fantastic product
Fantastic price, love that you can do add on’s if needed and choose specific days based on planned activites.
Fantastic policy! Amazing price and super easy to purchase. Freely app is brilliant! Def recommend
22 de novembro de 2024
Opinião espontânea
Resposta da Freely
Hi Rebecca,
Thanks for your amazing review! 😊
We're so glad you loved the flexibility of our add-ons and the ability to tailor your coverage to your plans. It’s great to hear you found the policy, price, and purchasing process so easy!
The Freely app was designed to make travel insurance simple.
If you have any questions about a future policy, please don't hesitate to get in touch:
1300 772 183
team@gofreely.help
Take care!
Regards,
The Freely team
It was so easy to book our travel…
It was so easy to book our travel insurance, everything was explained on the site & it was one of the cheapest too. We didn't make a claim but felt "insured"
10 de novembro de 2024
Opinião espontânea
Resposta da Freely
Hi Howard,
Thanks for your review!
We're thrilled to hear that booking your travel insurance was easy and transparent. It's great to know you felt secure throughout your trip. Safe travels, and we hope to assist you again in the future! ✈️😊
If you have any questions about a future policy, please don't hesitate to get in touch:
1300 772 183
team@gofreely.help
Take care!
Regards,
The Freely team
Didn't need to use it but great price…
Didn't need to use it but great price and cover.
29 de setembro de 2024
Opinião espontânea
Resposta da Freely
Hi there,
Thank you for your feedback.
We're glad to hear you were happy with the price and cover, and that your trip went smoothly.
We appreciate your trust in us and are always here to help with your future travel needs!
If you have any questions about a future policy, please don't hesitate to get in touch:
1300 772 183
team@gofreely.help
Take care!
Regards,
The Freely team
This travel insurance is Scam
SCAM SCAM ..waste of money ..DONOT buy this travel insurance as they won’t cover the expenses if your aircraft is delayed due to airlines fault . As a customer , this is beyond your control and you are NOT covered . This information is not disclosed when you buy . It is part of their fine prints ..what a joke
12 de fevereiro de 2025
Opinião espontânea
Resposta da Freely
Hi there Preet,
Thank you for taking the time to leave this honest feedback. We’re sorry to hear that you’re disappointed with your experience with Freely.
We’d like to clarify that our PDS outlines we don’t provide cover for cancellations, delays, or rescheduling caused by transport providers (except when due to strikes), as they are typically responsible for arranging an alternative flight.
Our team is currently investigating your complaint, and we’ll be in touch with you soon. Your complaint reference number is C022542816.
If you have any questions in the meantime, feel free to contact us at 1300 772 183 or email team@gofreely.help, referencing your complaint number.
Thanks again for sharing your feedback, Preet.
Regards,
The Freely team
AWFUL
AWFUL. scammers. Used this company 3 times for overseas trips and had medical bills on my last trip which cost $270. They only gave me $20 back. Can see they don’t take care of loyal customers. WOULD NOT RECOMMEND
Tried calling them and they were no help over the phone. Didn’t have anyone for me to talk to. Also have not responded to my emails. TERRIBLE SERVICE
15 de janeiro de 2025
Opinião espontânea
Resposta da Freely
Hi Remi,
Thank you for sharing your honest feedback.
We're sorry to hear that you're disappointed with your experience with Freely.
We’d like to clarify that a $250 excess was applied to your claim reimbursement, which is the standard excess for our Overseas Explorer policies.
In the meantime, we’ve lodged a complaint on your behalf: your complaint number is (C022542395). One of our team members will be in touch with you shortly to discuss the matter further.
Take care, Remi.
Best regards,
The Freely team
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