Freely Reviews

47  •  Average
TrustScore 3.5 out of 5

3.7

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Rated 1 out of 5 stars

Scamming insurance

First time using travel insurance and freely sucks.
1. I purchased the general insurance with gadget cover as a boost.
2. I got injured while riding in a bike and stated them that right away.
3. I asked them several time will this be covered and they said “might be”, “ Depends on the claims team” such things. The customer care team never gave a straight forward answer and one guy said you may change the flight as per doc’s advise.
4. After coming back to Australia, few days they rejected the claim saying bike riding is not covered which they never mentioned when i call them multiple time.

5. You have to read a 100+ pages book very carefully before purchasing this. Hence if you buy every boost and the scenario what happened to you isn’t covered, you will get $0 even you buy every boost.


So please think hundred times before purchasing this. Don’t waste your hard earned money.

Date of experience: 10 June 2024

Rated 5 out of 5 stars

I received very fast and friendly…

I received very fast and friendly assistance. The whole experience with Freely has been great - the PDS is very user friendly. The price of the insurance coverage is super competitive compared to other insurance providers. And when I made an error with my policy details, the team were easy to contact and quick to assist to have everything resolved. Thank you Renzo and Freely team!

Date of experience: 27 May 2024

Reply from Freely

Hi Kirstin,

Thank you so much for this awesome feedback! :-)

We're really happy to hear that you're enjoying your experience with Freely.

We've passed this onto to Renzo, in particular.

If you have any questions about your policy, please don't hesitate to contact our team – we'd look forward to assisting.

1300 772 183
team@gofreely.help

Safe travels!

Regards,
The Freely team

Rated 5 out of 5 stars

We used Freely as we could choose how…

We used Freely as we could choose how we would like to formulate our cover.
We had to cancel at the last minute due to a family matter, we contacted Freely and once completing the insurance forms recieved all our monies back.
Thank you Freely and when we plan on travelling again you will be our No# 1 choice.
Keith & Marilyn

Date of experience: 20 November 2023

Reply from Freely

Hi there Keith and Marilyn,

We're sorry that you had to cancel your cruise for a family matter – but we're glad that you're happy with your experience with Freely :-) Hopefully you'll be able to take that cruise again in the future!

Whenever you plan to travel again, our team will be happy to assist with getting you a quote or answering any questions.

1300 772 183
team@gofreely.help

Thanks again and take care, Keith and Marilyn.

Regards,
The Freely team

Rated 5 out of 5 stars

Accident claim

On the 29 of august 2023 my wife had a serious accident a cruise ship, she had to be evacuated back to Brisbane
Without Freely insurance we would have had to sell our home to pay the cost of evacuation

Date of experience: 29 August 2023

Reply from Freely

Hi Paul,

Thank you so much for taking the time to leave us feedback.

From the Freely team, we hope your wife is recovering well following her accident and we send our best wishes. We're very happy to have been able to assist in getting her safely back to shore for treatment.

Thanks again Paul – and all the best.

Regards,
The Freely team

Rated 2 out of 5 stars

Refused to paid when items got stolen

Was quick and easy to purchase and the app was great but they refused to cover me when my items got stolen. Was a very stressful time but I thought it would all be ok because I paid for insurance plus all extras but was actually a waste of my money as I would be in the same position without it. Very disappointing and will not be using this company again.

Date of experience: 19 January 2024

Reply from Freely

Hi Nicole,

Thanks for taking the time to share your feedback.

We’re really sorry that your belongings were stolen on your trip. We know how tricky it can be dealing with situations like this while you’re away.

In our Product Disclosure Statement, pages 72-76 outline the benefit for Luggage in cases of theft that we're unable to provide cover for.

In the meantime, we have escalated and lodged a complaint on your behalf. Your complaint reference number is: C022429565. One of our team members will be in touch via phone or email in due course.

Alternatively, you can contact us by calling 1300 772 183 or emailing team@gofreely.help and referencing your complaint reference number above.

Again, we're sorry that you’re not happy with your experience of Freely, Nicole. Take care.

Regards,
The Freely team

Rated 5 out of 5 stars

Ended up with food poisoning on one of…

Ended up with food poisoning on one of my MANY trips to Thailand (January) ending up in hospital. Left the terribly efficient Bangkok Phuket Hospital in Phuket after many tests and a heap of paperwork and medication (no overnight stay).

For the first time in a number of years I made a claim on my Freely travel insurance. I was dreading a to and fro of requests from them requiring further information. Not So.

They were so quick at reviewing and approving my claim. Will be using again in November this year

Date of experience: 31 January 2023

Reply from Freely

Hi Suzanne, Thank you for taking the time to give us feedback!

Sorry to hear you got ill during your travels, however we are delighted that you received good medical care in Thailand and that you have had a great claims experience with us afterwards.

We are looking forward having you onboard on your next trip :)

Take care! Freely Team

Rated 5 out of 5 stars

Straightforward claims process via the…

Straightforward claims process via the app, made my life super easy by being able to input claims in the local currency. Would definitely use Freely in the future

Date of experience: 24 December 2023

Reply from Freely

Hey there Georgie,

Thank you so much for your feedback! We're stoked that you found our claims process convenient with the Freely app.

If you have any questions about a quote for a future trip, please don't hesitate to contact our team – we'll be happy to help.

1300 772 183
team@gofreely.help

Thanks again, Georgie – take care!

Regards,
The Freely team

Rated 1 out of 5 stars

Avoid at all costs

Horrible experience. Refused to pay my claim for basic travel disruption. Great job fing over your customers. Waste of time and money. Please avoid at all costs. Should’ve gone with Allianz.

Date of experience: 28 March 2024

Reply from Freely

Hi Amelie,

We’re sorry to hear that you’re dissatisfied with your recent Freely experience.

Our PDS outlines that we don’t provide coverage for transport provider-caused cancellations, delays or rescheduling (other than when caused by strikes) as, in this case, they are responsible for arranging an alternative flight.

However, we have escalated and lodged a complaint on your behalf. Your complaint reference number is: C042430937. One of our team members will be in touch via phone or email in due course.

Alternatively, you can contact us by calling 1300 772 183 or emailing team@gofreely.help and referencing your complaint reference number above.

Again, we're sorry that you didn't enjoy your experience of Freely, Amelie. Take care.

Regards,
The Freely team

Rated 5 out of 5 stars

Prompt service

Typed the wrong emails address and t by e issue was resolved almost immediately through the app chat. Very happy how quick it was all done

Date of experience: 29 March 2024

Reply from Freely

Hi Heidy,

Thank you for taking the time to leave us feedback :-) We're really glad to hear that you found the Freely app easy to use.

If you have any questions about a policy or a quote, please don't hesitate to contact our team. We'd be more than happy to help.

1300 772 183
team@gofreely.help

Thanks again, Heidy – take care!

Regards,
The Freely team

Rated 4 out of 5 stars

Great insurance, minor tech hitch with app on iPad.

Great insurance for interstate travel whilst waiting for my ambulance cover to kick in. Only problem is can’t rotate the Freely app on my iPad screen to horizontal (and yes everything else could rotate) - drove me crazy. Ok on my Samsung phone.

Date of experience: 05 October 2022

Reply from Freely

Hi Marion, thank you for your review! We're glad to hear you found Freely useful on your travels, hope to see you again for your next adventure! Thanks for bringing your rotation lock issue to our attention.

Rated 5 out of 5 stars

Easy insurance to apply for online and use the app.

I went to Bali and took out Freely travel insurance. Read other reviews. Easy to get this insurance and you can have the option of after pay which i did not use. I did not use my insurance. But felt comfortable i had the insurance while in Bali. Will use Freely again in the future.

Date of experience: 26 January 2024

Reply from Freely

Hey there Kazza,

Thank you so much for taking the time to leave a review! We're glad you found it easy to arrange your travel insurance with Freely.

If you have any questions about a quote for a future trip, please don't hesitate to contact our team – we'll be happy to help organise that for you.

1300 772 183
team@gofreely.help

Thanks again, Kazza – take care!

Regards,
The Freely team

Rated 5 out of 5 stars

we are very impressed how fast Renzo…

we are very impressed how fast Renzo updated the name on our policy and appreciated his prompt assistance in sending the documents

Date of experience: 13 May 2024

Reply from Freely

Hi Christiana! Thanks so much for travelling with Freely and for taking the time to leave us a review :-) We've passed your feedback onto Renzo.

If you have any questions about your policy, please don't hesitate to contact our team – we'd look forward to helping out.

1300 772 183
team@gofreely.help

Take care!
The Freely team

Rated 1 out of 5 stars

What an ABSOLUTE SCAM these people are……

What an ABSOLUTE SCAM these people are… with a little bit of a research you get to know that this company is a STARTUP, yes a STARTUP who claims to be “backed by Zurich” to give you a little bit more of trust but it’s all smoke and mirrors.
Also, their Executive Manager has a sketchy and questionable past. RUN AWAY from these people, they get your money and don’t deliver anything apart from lie and hopes PLUS they use their crappy app to collect and sell your data. WHAT A JOKE! You have a claim? Too bad they won’t pay you anything, they just collect your money and breech your privacy by using your phone’s data they’ve collected about you.

Date of experience: 10 July 2023

Reply from Freely

Hey Jeff,

We thought we’d jump on to clear up a few things.

Freely certainly is backed by Zurich – we’re happy to share that with our customers.

When it comes to the Freely app, this enables our customers to adjust their policy, receive safety alerts, live-chat with customer support and access our medical and emergency specialists 24-hours a day. We don't sell our customer data (we sell travel insurance, not data).

In any case, Jeff, we’re keen to hear what’s happened here. If you could please email our wonderful customer support crew at team@gofreely.help, they’ll get back in touch to lend a hand.

Thanks Jeff.

The Freely team

Rated 1 out of 5 stars

I had my bag snatched from me over 2…

I had my bag snatched from me over 2 weeks ago. I lost my iPhone, MacBook Pro, drone and my wallet. I cannot access my banking without a 2FA code from my phone and I’m down to my last $35 and last night of accomodation. I will officially be sleeping on the streets of Thailand and Freely DO NOT CARE AT ALL. I submitted a claim including ALL required supporting documents as per the PDS, they came back to me and said “oh we need an itemised list” I provided it and was told “wait 13-15 business days for a response to that list”
I have travelled to over 60 countries and have never, ever experienced this total lack of care and brutal neglect of someone in dire straits. Avoid this company like the plague, seriously do not do it to yourself.

Date of experience: 12 January 2024

Reply from Freely

Hey Zach,

We hope you’re alright after having your bag snatched.

We’re happy to share that your claim will be processed today. We weren’t aware that you were in an emergency based on your claim, but our Claims team have worked to get your case expedited.

In the meantime, if you’re keen to get further help, please give our emergency assistance team a call on +61 2 8907 5988 when you can access a phone.

(Also, it seems there was a misunderstanding about our response times: unless you let us know it’s an emergency, we respond within 6-10 days. In this case, we were able to keep to that timeframe.)

Cheers Zach.

Rated 5 out of 5 stars

Best value for money travel insurance…

Best value for money travel insurance I've ever encountered. App is brilliant, ridiculously easy to use.

Date of experience: 01 December 2023

Reply from Freely

Hey there Rosano!

Thanks so much for this awesome feedback – it means a lot. We're working really hard to continue creating a travel insurance and safety app that our travellers love, so we're stoked to hear that you enjoyed it.

We hope you had a great trip, too :-)

If you have any questions about a quote for a future trip, please don't hesitate to contact our team – we'd be more than happy to help.

1300 772 183
team@gofreely.help

Thanks again and have a good one!

Regards,
The Freely team

Rated 5 out of 5 stars

First time using this insurance app

First time using this insurance app, I've already recommended it to other people.

Easy to install, and they kept me informed prior to departure, and as the trip progressed.

Fautless so far, well done!

Date of experience: 16 September 2022

Reply from Freely

Hi Barry, thanks for the review, we're a new company so this means a lot to us! We're glad to hear you had a great experience with Freely and thanks for recommending us to your mates.

Rated 5 out of 5 stars

Freely's insurance was the best in terms of price-quality

For the first time, I bought my travel insurance through the app. The shopping experience was very smooth, easy and convenient. I first did a price comparison via Google and Freely's insurance was the best in terms of price-quality and I can happily recommend it to others as well!

Date of experience: 28 November 2022

Reply from Freely

Hi Phuong! We love hearing when our customers are delighted by our product and service.

We would love having you travel with us again!

Have a lovely day! Freely Team

Rated 2 out of 5 stars

Didn’t realise my luggage was not…

Didn’t realise my luggage was not covered. When I was looking for insurance I have seen in advertisements that luggage will be covered so I purchased straight away and automatically deducted from my account and was really hoping everything was really covered but when my laptop was damaged and claiming it . Feedback received that luggage was not included. I should pick better insurance coverage really true what others were saying here. It’s a SCAM. Never ever use this insurance company ever again.

Date of experience: 01 January 2023

Reply from Freely

Hi Edith,

Thank you for your feedback. We are sorry you have had a disappointing outcome with us.

We would like to understand, what went wrong. If it suits, can you get in touch with us at team@gofreely.help so we can take a look?

Freely Team

Rated 5 out of 5 stars

quick response to health issues

They were very quick in responding to my claim due to health issues experienced while overseas. Would recommend them highly.

Date of experience: 27 September 2023

Reply from Freely

Hi Wendy,

Thank you for leaving us feedback :-) We appreciate you taking the time to share this.

We hope you had a speedy recovery following your trip.

If you have any questions about a quote for a future trip, please don't hesitate to contact our team.

1300 772 183
team@gofreely.help

Thank you, Wendy! Take care.

Regards,
The Freely team

Rated 1 out of 5 stars

Don’t buy this insurance

Don’t buy this insurance! It’s a scam. We have bought this insurance for our trip to Vanuatu. We had prepaid accommodation and transportation in Vanuatu. Unfortunately, after 6 hours at the airport the airlines has cancelled our flights due to the mechanical plane issue.
It took the airlines 3 days to fix the plane. The airline has given us a credit for the flights, so we were forced to postpone our holiday. We have logged a claim for the prepaid accommodation. Our cancelation policy was up to $5000. Sadly, we haven’t received any money back!Apparently, they are covering only airlines cancellation caused by strike! We will never ever book this insurance again!

Date of experience: 05 January 2023

Reply from Freely

Hi Jana

We’re sorry that this outcome has been disappointing for you.

Unfortunately, as specified in our Policy Disclosure Statement, we don't cover disruptions/delays in the event of a technical failure on an aircraft. This is standard practice across the Australian travel insurance industry as it is considered the responsibility of the transport provider to supply you with the services you have paid for in this situation.

Here at Freely we are trying to untangle the complexities of travel insurance and make it more simple and more flexible for our customers. We have taken your feedback on board and our teams will see if we are able to improve in this space.

Should you have any questions or if you would like to discuss or dispute your case, please email us on team@gofreely.help and the team can assist you further.

We hope you had a good trip regardless

Freely Team