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... Voir plus
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Lisez les avis des autres
Great until you need to make a claim. They try every trick in the book to avoid paying you out. A deliberately difficult lengthy, badly worded claims process. After they sent me a letter telling me my... Voir plus
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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... Voir plus
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December 2024 and just back from 3 week trip to uk, difficult weather etc etc. Freely app highlight was the ability to select, at the last minute, for days when car rental accident excess needed to b... Voir plus
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À propos de l'entreprise
Écrit par l'entreprise
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.
Coordonnées de contact
118 Mount Street, 2060, North Sydney, Australie
- 1300 772 183
- team@gofreely.help
- freely.me
4,1
Bien
260 avis
A répondu à 100 % de ses avis négatifs
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Great until you need to make a claim
Great until you need to make a claim. They try every trick in the book to avoid paying you out. A deliberately difficult lengthy, badly worded claims process. After they sent me a letter telling me my claim would be paid within 3 days, 2 weeks later, I’m still waiting. I called them and apparently it had been “overlooked” but I’m assured I’ll receive the money soon. Definitely do not recommend.
5 janvier 2026
Avis spontané
Réponse : Freely
Hi Lachlan,
Thank you for taking the time to share your experience.
We’re really sorry to hear about the delays and frustration you’ve gone through waiting for a claim outcome, especially after being given a timeframe, is understandably upsetting, and it’s not the experience we want for any of our customers.
We’ve submitted your feedback on your behalf, and your complaint has now been logged under C26047184.
You can also reach us on 1300 772 183 if you prefer to speak with someone. Please quote your complaint number so we can assist you more quickly.
We appreciate you bringing this to our attention, it helps us improve and ensure better experiences for all our customers.
Regards,
The Freely Team
AVOID - Freely is COVER-MORE/Horrendous claims process
Do not get fooled by their app. Yes, it's easy to purchase insurance from them. They're happy to take your money. But when it comes to honouring legitimate claims, they will try and find any excuse not to pay. Unfortunately, you have to go through their internal dispute process, which takes months, before you can take to AFCA but they're counting on you not bothering and holding them accountable. I would encourage you to definitely take your case to AFCA so that there's a record of their deliberate and unfair bias and poor claims process. Please also be aware that Freely is owned by Cover-More. You're really dealing with Cover-More. Just read the reviews under Cover-More, which are horrendous for claims and youll understand why you shouldn't bother taking out a policy with Freely. Save yourselves the stress later. When it comes to paying, youll find out that they don't cover you for anything at all and you'll be out-of-pocket for thousands. Most of the travel insurance offered by the banks are also managed by Cover-More. It's worthwhile to do some research as to who the underwriters are and who will assess the claims as these are the companies that you'll ultimately be dealing with when something goes wrong and you need them to step-up. Freely/Cover-More won't. Wish I had known that Freely are realy Cover-More as I would never had purchased a policy with them given the incredibly poor reputation of Cover-More.
9 avril 2026
Avis spontané
Réponse : Freely
Hi there,
Thank you for taking the time to share your experience — we’re genuinely sorry to hear that you feel this way.
We understand how stressful it can be when something goes wrong during a trip, and we never want any customer to feel unsupported during the claims process.
We take feedback like this seriously, and we’d really appreciate the chance to look into what happened in more detail. If you’re open to it, please reach out to us at team@gofreely.help with your policy number, claim number or the email address used to purchase the policy, so we can properly investigate and follow up with you directly.
We want to be transparent: Freely policies are underwritten by Zurich, and while we work closely with our partners to assess claims fairly, we absolutely do not want anyone to feel dismissed or unheard.
Your review helps us identify where we need to improve, and we’re committed to doing better.
If you ever have questions or need support, you can contact us anytime at:
1300 772 183
team@gofreely.help
Thank you again for your feedback — it truly helps us improve the experience for all our customers.
Warm regards,
The Freely Team
Read the fine print for air travel!
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 cost of travel insurance is not a good return on investment due to the restrictions on claims.
20 septembre 2025
Avis spontané
Réponse : Freely
Hi there,
Thank you for taking the time to share your experience with us.
We’re really sorry to hear that your claim didn’t turn out the way you expected — we understand how frustrating it can be when travel plans are disrupted and the support you were hoping for doesn’t come through.
Airline delay benefits do have specific conditions around what is and isn’t covered, and we know that can sometimes feel restrictive, especially in situations like yours. Your feedback is important, and we genuinely appreciate you raising this.
We take feedback like this seriously, and we’d really appreciate the opportunity to look into what happened in more detail and see if there’s anything more we can do to make things right.
If you're open to it, please email us at team@gofreely.help with either your policy number or the email address used to purchase the policy. This will help us investigate properly and follow up with you directly.
Thanks again for taking the time to share your experience — it helps us improve, and we’re committed to doing better.
If you ever have any questions, please don’t hesitate to get in touch:
1300 772 183
team@gofreely.help
Regards,
The Freely Team
Réponse : Freely
Hi Gregory,
Thanks so much for your feedback — we’re really glad to hear you found the process fast and simple.
That’s exactly the experience we aim to deliver, and it’s great to know we hit the mark for you.
If you ever need anything or have questions about your cover, we’re always here to help.
Regards,
The Freely Team
Easy to Buy Great Coverage
I already have Freeley app from last purchase of travel insurance. It was quick to get a good quote for a new trip, and they automatically added it to the app.
28 mars 2026
Avis spontané
Réponse : Freely
Hi Angela,
Thanks so much for sharing your experience!
We’re really glad to hear that having the Freely app already set up made things quick and easy for your new trip. It’s great to know the quote process was smooth and that your new policy was automatically added to the app without any hassle.
We love hearing that the experience is working the way it’s meant to — simple, fast, and convenient.
If you ever need help or have questions about your cover, we’re always here to support you.
Regards,
The Freely Team
Great Travel Insurance
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.
20 mars 2026
Avis spontané
Réponse : Freely
Hi Doug,
Thank you so much for your thoughtful feedback.
We’re really glad to hear you found our pricing competitive and that the optional benefits were easy to navigate. We want the process to feel clear and fair, so it’s great to know that stood out to you.
The 21‑day cooling‑off period is there to give you confidence and time to review everything properly, and we’re happy it added value for you.
We truly appreciate you choosing Freely and hope we can support you again on 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
Regards,
The Freely team
Claim
I made a claim in November 2025. When it started I provided all documents. I then got a couple constant back and forths asking for several things (not at one time). Which I also provided. They asked me to do two interviews which I agreed to. The interviewer they hired made disrespectful and uncalled for comments to me and bullied me in the call. My claims officer that I had never spoke to spoke to the investigator but not me even though i had logged call backs. I would call and ask for updates and put call back requests and not receive any call backs. No updates being given to me which they apologised but continued. They changed my claims officer many times and admitted to logging call backs but never giving me a call back. I was told they would lodge a complaint. Nothing happened. Every time I call my claims officer, the manager and anyone everyone was always on a call and told they would call me back. I called and got hanged up on and told “didnt you call five minutes ago”. I got one call back from the 10 times I requested one from anyone. Do not go with this insurer. They do not look after you or provide any valuable customer service. This matter is ongoing and I have told them I work full time and I have alot of things on but they just always say dates and do not adhere to them.
5 mars 2026
Avis spontané
Réponse : Freely
Hi Sonia,
Thank you for taking the time to share your experience with us.
We’re genuinely sorry to hear about the difficulties you’ve faced throughout your claim, including the delays, lack of communication, and the concerns you raised about the interview process. This is not the experience we want for any of our customers.
We’ve reviewed your feedback and have now lodged a formal complaint on your behalf. Your complaint case number is: C26035484
A member of our Complaint Resolution Team will contact you directly to review what has happened, ensure your concerns are properly addressed, and help move things forward as quickly as possible. Your experience matters to us, and we appreciate the opportunity to investigate this thoroughly and make things right.
If you have any questions in the meantime or would like to discuss anything further, you can reach us on 1300 772 183 or at team@gofreely.help, quoting your complaint number.
Kind regards,
The Freely Team
Easy to contact by phone an Australian…
Easy to contact by phone an Australian call centre.
Responded to queries about details of cover clearly and promptly before travel.
Rapid resolution of a major claim.
3 mars 2026
Avis spontané
Réponse : Freely
Hi Ian,
Thank you so much for taking the time to share this feedback.
We’re really glad to hear that you found it easy to reach our Australian-based team, that your questions were answered clearly before you travelled, and that your major claim was resolved quickly.
We truly appreciate you choosing Freely and are pleased we could support you when you needed us.
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
Easy to understand the coverage and…
Easy to understand the coverage and costs. Easy to add extras. Best prices and very much best Medical and Evacuation coverage!
20 février 2026
Avis spontané
Réponse : Freely
Hi Randy,
Thank you so much for your feedback!
We’re really glad to hear that the coverage, pricing, and the ability to easily add extras all worked well for you. It’s great to know you found the Medical and Evacuation cover to be the best fit for your needs.
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
Stall/ incompetent tactics delaying payment.
Claim no 1737914.
Firstly I bought a policy from Southern Cross travel ,to find out undisclosed I'm dealing with covermore for the claim. Blatant deceptive advertising, as I would never have bought insurance from covermore Re their reputation ,which is to be proven below.
I called the emergency team while in phuket for instruction and pre- approval to cut short my holiday continuing to the Philippines on a scuba dive cruise. I suffered a damaged serious strain to my foot, I was told to go to Bangkok hospital for assessment and subsequently agreement with my condition was granted to end the holiday and fly home from phuket to Brisbane with an approved business class ticket ,as i was medically unfit.(This all happened under7 days from flying to Cebu .), so I could rest my leg in transit. All clear self organised documentation/ itinerary has been provided with receipts and evidence. The forms on the website drop out and don't save ( just to waste your time ,starting again) . Submitted hard copy docs, weeks later to get an email with no specific instructions requesting me to fill out all forms again, (for the 4th time). A phone call with Ellie, "says she can read my writing- so don't know why it's delayed ". Another 2 weeks of bullshit delay and I get a request to -
Submit refund entitlements for all cancelled bookings. submit original itinerary? Submit, updated itinerary?
How stupid can the delay excuses be from an insurance company? Industry knows there are no refunds within 7 days of cancellation on any transport or accommodation anywhere in the world. Especially via booking.com
Not accepting another auto generated email reply to play for more time!
Never paying a premium to this company again for insurance ! Check the undisclosed company behind the front advertising!
15 janvier 2026
Avis spontané
Réponse : Freely
Hi Geoffrey,
Thank you for sharing your experience, and we’re truly sorry to hear about the delays, frustration, and lack of communication you’ve encountered during your claim. This isn’t the standard we aim to deliver, especially when you’ve already gone through the stress of an injury while overseas.
We understand how difficult it is to deal with repeated requests for documents, especially when you’ve already submitted everything multiple times. We also apologise for the inconvenience you experienced with the form not saving properly, that should not happen, and we appreciate you calling it out.
We completely understand how this can be frustrating, especially when you’ve already provided the information and are waiting to move forward.
We have reviewed your feedback and have now lodged a formal complaint case on your behalf case number: C26025033.
One of our complaint resolution team members will get in touch with you directly to look into what has happened, ensure your concerns are properly addressed, and help move things along as quickly as possible.
We take feedback like this seriously, and we genuinely appreciate the opportunity to investigate this further and see what more we can do to make things right for you.
If you ever have any questions or if you’d like to discuss this further, feel free to contact us at 1300 772 183 or via email at team@gofreely.help, quoting your complaint number.
Regards,
The Freely team
Reviews are high
Reviews are high. Cost is cheap to me, friendly apps. Thank you.
18 février 2026
Avis spontané
Réponse : Freely
Hi Lourdes,
Thank you so much for your feedback!
We’re really glad to hear that you’ve found the reviews helpful, the pricing good value, and the app easy to use. We appreciate you taking the time to share your experience.
Thanks again for choosing Freely!
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
Clear and concise instructions.
12 février 2026
Avis spontané
Réponse : Freely
Hi Charles,
Thank you for your feedback! We’re glad to hear you found the instructions clear and easy to follow. That’s exactly what we aim for.
We appreciate you taking the time to share your experience!
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
Don’t use Freely travel insurance!!
Don’t use Freely travel insurance!!
I was robbed and assaulted in Rome. Spent 6.5 hours in 2 different police stations in pain so I could lodge a claim when I was supposed to be celebrating with my sister on her 75th birthday (the purpose of the trip).
Lousy follow up communication by Freely - a Police Report isn’t sufficient proof to claim anything!!
I’ll grant that lodging a claim is easy enough on the app, however, you may as well not bother wasting your time.
I didn’t claim for the lost credit cards, drivers license or the cancelled trip (non refundable 8 days Christmas Market tour through Europe) and extra charges for change of flight that ensued owing to the trauma of the assault because I didn’t have proof of cause.
There are no statements for my now cancelled money card account to prove the withdrawal so I can’t claim, despite the Police Report.
Not good enough Freely!!
1 décembre 2025
Avis spontané
Réponse : Freely
Hi there,
Thanks for your honest review.
We’re really sorry to hear about what you went through in Rome — we hope you're doing okay. That must have been incredibly distressing, especially during a trip meant to celebrate such a special occasion.
We regret that the claims process and follow-up communication added to your frustration.
This is absolutely not the experience we want for any of our travellers, and we appreciate you taking the time to share your feedback.
We’d really like to look into your case properly and see what we can do to help. To locate your file and review the claim in detail, could you please provide your policy number or claim number?
Once we have that, we can investigate further with our team and work out the next steps.
You’re welcome to reply here or contact us directly so we can assist you as quickly as possible:
1300 772 183
team@gofreely.help
Regards,
The Freely Team
Easy to understand the coverage
Easy to understand the coverage. This was, by far, the most reasonable and comprehensive coverage I found...and I investigated multiple plans
15 janvier 2026
Avis spontané
Réponse : Freely
Hi Kay,
Thank you so much for the wonderful 5‑star review!
We’re really glad to hear you found our coverage easy to understand and that it stood out as the most reasonable and comprehensive option after comparing multiple plans. That means a lot to us.
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
Good Service
Travel insurance is good value for money. I had an accident on my trip. Making a claim for my hospitalisation was straight forward with my Freely travel insurance. I had a receipt from the hospital and doctor, and they paid the bill. I would buy this insurance again.
1 août 2025
Avis spontané
Réponse : Freely
Hi Caitlyn,
Thanks so much for sharing your experience.
We’re really glad to hear you found the cover good value and that the claims process felt straightforward during what must have been a stressful time. It’s great that having your receipts on hand made everything smooth and that your hospital costs were taken care of quickly.
If you ever have questions about a future policy, please don’t hesitate to get in touch:
📞 1300 772 183
📧 team@gofreely.help
Regards,
The Freely team
Fast, fair and inexpensive
I have purchased travel insurance with Freely three times. On my most recent trip to Morocco in November 2025, I experienced flight delays returning home and had to pay for overnight accommodations in the airport. When I returned home, I gathered all the required information and submitted my claim via US mail, because I had a ton of attachments. It took them about a week to process my claim and about two days to receive reimbursement through an ACH deposit. I recommend this company highly because they have the most competitive prices out there!!!
8 décembre 2025
Avis spontané
Réponse : Freely
Hi Patricia,
Thank you so much for sharing your experience — and for choosing Freely not just once, but three times. We really appreciate your trust.
We’re glad to hear that after the flight delays and unexpected overnight stay on your trip to Morocco, the claims process was quick, smooth, and straightforward.
Having your claim processed within a week and reimbursed just days later is exactly the kind of support we aim to provide when things don’t go to plan.
It’s also wonderful to hear that you find our pricing competitive — we work hard to keep our cover accessible and great value.
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
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
Simple, Affordable, and User-Friendly Travel Insurance!
Freely Travel Insurance is extremely easy to set up and more cost-effective than other options I evaluated. The app is well designed and intuitive, with all essential information readily available at your fingertips. This was my first time purchasing travel insurance through Freely, and the experience was seamless. I plan to use them again for my next trip. While I haven’t needed to file a claim, the overall experience gives me confidence that the process would be straightforward and efficient if required.
19 décembre 2025
Avis spontané
Réponse : Freely
Hi Ujjwal,
Thank you so much for taking the time to share your experience with us!
We’re thrilled to hear that you found Freely simple, affordable, and easy to use — that’s exactly what we aim for.
It’s great to know the app felt intuitive and that setting up your cover was seamless, especially as a first‑time customer. Even though you haven’t needed to make a claim, we’re glad the experience so far has given you confidence in the process.
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
Easy to sign up and very affordable…
Easy to sign up and very affordable compared to other sites.
2 décembre 2025
Avis spontané
Réponse : Freely
Hi John,
Thank you so much for sharing your feedback!
We’re delighted to hear that you found the sign‑up process easy and our pricing affordable compared to other sites. Making travel insurance simple and accessible is exactly what we aim for, and it’s great to know we’ve delivered that experience for you.
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
Stay away from Freely Travel Insurance
they freely let you down...
We booked and paid in full for our trip to Europe last July: return flight tickets Adelaide-Budapest (Hungary)-Adelaide, Budapest accommodations in the beginning and in the end of the trip before flying back to Australia, rental car with pick up and drop off at Budapest Airport, as well as our accommodation for 16 nights in Taranto, Puglia, Italy - before we purchased our travel insurance from Freely.
After 3 weeks of driving around the rental car broke down beyond repair in Taranto 2 days prior to having to drive back to Budapest (1700 km), the Hungarian rental company was unable to provide another car. (We tried to book another rental car locally but the earliest available dates were a month later.) We had no other option (in fact we were super lucky that there were seats available in peak summer season late July) but booking flight tickets, an airport transfer from Taranto to Bari Airport, Italy (120 km drive) to get back to Budapest (Hungary) then a taxi from the airport to get to the rental. These last minute travel arrangements cost us approx. AU$1400.
Despite providing all reservations, receipts and credit card statements, detailed explanations and Google maps (to show the distance between where we were and the booked accommodation for the night) to put the whole situation into context, we were refunded AU$3.64 (that is three dollars 64 cents!) - quoting that our travel expenses were not eligible expenses for a refund.
It is hard to grasp that emergency commercial travel expenses are not eligible for a travel insurance... :(
Freely Travel Insurance Claim number: 1705549
10 septembre 2025
Avis spontané
Réponse : Freely
Hi Renata,
We’re truly sorry to hear about the difficulties you experienced during your trip and the frustration caused by the outcome of your claim.
We understand how stressful it must have been to deal with unexpected transport issues and last‑minute expenses, and we regret that your experience with us has left you feeling let down.
Please know that we take feedback like yours very seriously. We’ve already logged your complaint under C25111721 and escalated it for further review. Our team will reassess the details of your claim to ensure everything has been considered correctly.
If you’d like to discuss this matter directly, we encourage you to contact us at 1300 772 183 or via email at team@gofreely.help, quoting your complaint number. This will allow us to provide you with updates and explore whether there is anything more we can do to resolve your concerns.
Thank you again for bringing this to our attention. Your feedback helps us improve, and we’re committed to making sure your case receives the attention it deserves.
Kind regards,
The Freely Team
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