How to make a claim

If you are feeling unwell or have been injured, see your GP first. If your GP refers you to a specialist for private treatment, call the claims team before treatment starts so we can confirm whether the claim is covered, tell you about any limits that apply, and authorise it.

The hospitals available to you depend on the cover you hold. We will usually settle eligible treatment costs directly with the provider. You will not normally need to complete a claim form, although we may ask you for medical information or for your consent to obtain it.

If you receive eligible inpatient or day-patient treatment through the NHS instead, you may be able to claim an NHS cash benefit.

If you have a Freedom Essentials policy and you need inpatient or day-patient treatment, you can claim a fixed cash benefit which is paid directly to you.

You then use that cash benefit to arrange treatment as a self-pay patient at a hospital of your choice in the UK or overseas. If the hospital charges you more than the cash benefit, you are responsible for paying the difference. If you are charged less, the extra amount is yours to keep.

If you have a Freedom Worldwide policy, inpatient and day-patient treatment must be pre-authorised, which means agreed with us before it starts. Eligible inpatient and day-patient treatment can be paid directly to the provider, subject to your policy terms, benefit limits and any applicable excess or co-payment.

For outpatient treatment, you normally pay the costs at the time of the treatment and then send us a claim form with the invoices and receipts. Eligible outpatient costs are reimbursed subject to your policy terms, benefit limits and any applicable excess or co-payment.