Contact Us

These details are only applicable to travel insurance policy numbers FRE-. Issued from 21/12/23, underwritten by Millstream Underwriting Limited.

Emergency Medical Assistance:

Contact the assistance company on +44 (0)330 311 2629 (Option 1). These lines are available 24 hours a day. 

Alternatively, you can email assistance@millstreamunderwriting.com.

Claims:

Submit a claim online by visiting www.submitaclaim.co.uk/freedom. Alternatively, you can contact the claims team (Claims Settlement Agencies Ltd) on 0330 311 2629 (Option 2) or email claims@millstreamunderwriting.com. 

Complaints

Please contact us in the first instance so that we can put things right. This does not affect your right to complain to the Financial Ombudsman Service. Further information about the Financial Ombudsman Service can be found at their website: http://www.financial-ombudsman.org.uk

If your complaint relates to your policy, please contact  Customer Service Manager by telephone on 01480 220 673 or in writing at Freedom Insurance Services Ltd., 58 Market Square, St Neots, Cambridgeshire. PE19 2AA. Please be ready to quote your policy reference number.

For complaints about how a claim or assistance case has been handled please contact:

Address: Millstream Underwriting Limited, 52-56 Leadenhall, Street London, EC3A 2EB
Email: mail@millstreamunderwriting.com 

If you remain dissatisfied with the outcome and you do wish to complain please forward details of your complaint, as follows:

Ask the Financial Ombudsman Service (FOS) to review your case. Their address is Exchange Tower, Harbour Exchange Square, London, E14 9SR. For enquiries and consumer helpline telephone 0300 123 9123 from a mobile or 0800 023 4567 from a landline. Further information can be found at their website www.financial-ombudsman.org.uk. FOS can only consider complaints after YOU have received a final response from US. 

If your policy was purchased with a provider on the Just Travel Cover panel, please refer to your policy wording to find contact details for claims, medical assistance and complaints.

This information is only applicable to policy numbers beginning FREIG/ insured by Euroins AD. Policies issued between 04/07/2022 and 31/07/2023.

Medical assistance whilst abroad

If you need emergency medical assistance abroad: +44 (0)330 094 6544

Email: 247assistance@imglobal.com 

Claims

Contact 0330 094 6547 or visit: www.imglobal.com/member/assistance/claims

You can also email: travelclaims@imglobal.com 

Complaints

Please contact us in the first instance so that we can put things right. This does not affect your right to complain to the Financial Ombudsman Service. Further information about the Financial Ombudsman Service can be found at their website: http://www.financial-ombudsman.org.uk

If your complaint relates to your policy, please contact  Customer Service Manager by telephone on 01480 220 673 or in writing at Freedom Insurance Services Ltd., 58 Market Square, St Neots, Cambridgeshire. PE19 2AA. Please be ready to quote your policy reference number.

For complaints about how a claim or assistance case has been handled please contact:

Address: Quality Assurance Team, IMG Global Response, Fitzalan Court, 3rd Floor Fitzalan House, Cardiff, CF24 0EL 
Telephone: 0330 094 6547
Email: qualityassurance@imglobal.com 

If you remain dissatisfied with the outcome and you do wish to complain please forward details of your complaint, as follows:

Ask the Financial Ombudsman Service (FOS) to review your case. Their address is Exchange Tower, Harbour Exchange Square, London, E14 9SR. For enquiries and consumer helpline telephone 0300 123 9123 from a mobile or 0800 023 4567 from a landline. Further information can be found at their website www.financial-ombudsman.org.uk. FOS can only consider complaints after YOU have received a final response from US. 

This information is only applicable to SunWorld policy numbers beginning Free001-

Medical assistance whilst abroad

If you need emergency medical assistance abroad: +44 (0)203 475 3630

Claims

Contact 0203 475 3630 to make a claim.

Complaints

We make every effort to provide you with the highest standards of service. If on any occasion our service falls below the standard you would expect us to meet, the procedure below explains what you should do.

You can contact the Complaints Team, who will arrange an investigation on your behalf, on: 0203 475 3630

If, after our investigation is complete, it is impossible to reach an agreement, you may have the right to make an appeal to the by writing to:

The Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9SR

Tel: 0300 123 9123 or 0800 023 4567
Fax: 020 7964 1001
Email: complaint.info@financial-ombudsman.org.uk

These procedures do not affect your right to take legal action.