Frequently asked questions

How can we help you?

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Why do I need travel insurance?
How do I get a quote on your website?
How do I get a quote on the Freely app?
Can I still use Freely without downloading your app?


I'm having some technical issues with the Freely app. What do I do?
The chat function isn't working  properly. What do I do?
I didn't receive my verification code. What do I do?


Is there a cooling-off period in case I change my mind?
I'm already travelling and forgot to buy insurance. Can I buy it now?
How do I extend my policy?
How do I change the details of my policy, such as my name, address or date of birth?
How do I reduce my policy dates?
I keep getting an error when trying to cancel my policy. What do I do?
How do refunds work?
When can I add the Trip Extras to my policy?
When can I add Daily Boosts to my policy?
How do I add Daily Boosts to my policy?


What are the contact details for claims?
How do I submit a claim?
When do I have to submit my claim?
How long will it take for my claim to be assessed?
My claim has been approved. How long until I receive the funds?
I'm not happy with my claim outcome. What do I do?


Do you provide COVID-19 cover?
Am I covered if I'm diagnosed with COVID-19 in Australia before my trip?
Am I covered if I'm diagnosed with COVID-19 while travelling and need medical treatment?
Is there a special excess for COVID-19?


How do I contact general enquiries?
How do I contact emergency support?
Can I access emergency assistance via the chat tool in the Freely app?
The flexible travel insurance app that lets you explore Freely!

Speak with our support team

We're available every day 7am–7pm (AEST/AEDT)