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How to make a claim on your Freedom travel insurance policy


Whilst undergoing product changes in the last 24 months Freedom have been offering travel insurance with several different providers. Select the appropriate policy number from the drop down below to view the applicable contact details which can also be found in your policy wording.

For policies issued on behalf of SunWorld, underwritten by AXA (policy numbers beginning Free001) please contact Emergency Medical Assistance on +44 1473 351 757 or Claims on 0345 850 5193.

Contact our claims department

This information is only applicable to policies beginning FREIG/ issued from 04/07/2022.

Medical Assistance

In the event of a medical emergency abroad, contact our 24 hour emergency medical assistance team on TBC


To submit a claim on your return to the UK, visit TBC to submit a claim online or contact TBC


You have the right to expect the best possible service and support. If we have not delivered the service you expected, or you are concerned with the service provided, we would like the opportunity to put things right. The following will help us understand your concerns and give you a fair response.

If your complaint relates to the sale of the policy contact: Customer Service Manager on 01480 220 673 or write to: Freedom Insurance Services Ltd. 58 Market Square, St Neots, Cambridgeshire. PE19 2AA.

If your complaint relates to a claim under your policy contact: TBC or email TBC

If you remain dissatisfied with the outcome and you do wish to complain please forward details of your complaint in the first instance, 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 policies beginning FRE/

Emergency Assistance

If you need emergency medical assistance abroad or need to cut short your trip please contact the Assistance Team on:

+44 203 829 6745

They have medically-trained multi-lingual staff that will contact the hospital and discuss your condition with them.

Making a travel insurance claim

To make a claim ring the number contained in your policy booklet or visit: www.policyholderclaims.co.uk

You can also email: claims@policyholderclaims.co.uk

Visit www.policyholderclaims.co.uk where you will be guided through a series of questions to ensure your claim is dealt with efficiently. The website will list all key information and documents that you'll need to assist your claim. You will then be able to enter details of your claim and upload any supporting documents. In some cases, our underwriters may request additional documents.

Gadget Claims:

Contact Taurus Insurance Services Ltd on 0330 041 2864 or visit tiga.taurus.claims

We understand that the last thing on your mind when travelling would be making a claim, therefore we have put together a simple guide to make the claims procedure straightforward:

  1. Preparation:

Find the relevant section regarding claims evidence of the policy wording and ensure that you have all the claims evidence we require. This includes claims relating to cancellation, medical emergencies, travel disruption, personal property and more.

  1. Claim and policy details:

Ensure you have the personal details of the policy holder as well as their policy number.

Details regarding the type of claim you are making. For example, if your claim is in relation to cancellation of a flight, ensure you have your flight number and name of your airline.

  1. Contact the relevant department:

See ‘Important Telephone Numbers’ section of policy wording for further information.