Question 1

Will I be covered for off-piste skiing and snowboarding?

Accepted Answer

You need to add our Snow Sports Boost at an additional cost to the base policy for all the days you're on the snow in order to be covered. (Our Explorer Plan alone does not automatically cover snow sports.)

Our Snow Sports Boost provides cover for skiing and snowboarding on and off-piste – and as long as you are not going against local advice or warnings.

Question 2

Why do I need travel insurance?

Accepted Answer

Travel insurance is important because it can provide a layer protection and assistance in the case that an unexpected event occurs on your trip.

Travel insurance can offer cover for a wide range of situations, such as medical emergencies, trip cancellations or interruptions, lost or stolen belongings, and even emergency medical evacuation while you're travelling.

Yes, it's an extra cost – but the cost of not having insurance can often be a lot higher.

Question 3

How do I get a quote on your website?

Accepted Answer

To get a quote on our website, follow the steps below:

1. On the homescreen, select 'Get a quote'
2. Follow the prompts by entering your travel information
3. Select the relevant Trip Extras and Daily Boosts for your trip
4. If you're happy with your quote, you can continue by selecting 'Buy Now'

Question 4

How do I get a quote on the Freely app?

Accepted Answer

To get a quote on the Freely app, follow the steps below:

1. Download and install the Freely app from the Apple App Store or Google Play Store
2. Open the Freely app on your mobile device
3. If prompted, select your country of residence
4. Tap on the 'Get a quote' button on the app's main screen
5. Fill in the required information, such as your travel details and personal information
6. Submit the form to receive a quote

Please note that the specific steps may vary slightly depending on the version of the app and your device's operating system.

Question 5

Can I still use Freely without downloading your app?

Accepted Answer

Yes, you can get a quote and buy a Freely policy through our website, without downloading the Freely app.

But to be able to access and adjust your policy – and to toggle Daily Boosts on – you will need to download the Freely app.

Question 6

I'm having some technical issues with the Freely app. What do I do?

Accepted Answer

1. Make sure you're properly connected to the internet
2. Make sure you have the newest version of the app (app should notify automatically if a new version is available)
3. Try logging out of your account then logging back in
4. You may need to reboot the device
5. You may need to uninstall and then reinstall the app

If none of the above work, please contact our customer support team.

Question 7

The chat function isn't working properly. What do I do?

Accepted Answer

1. Make sure you're properly connected to the internet
2. Make sure you have the newest version of the app (app should notify automatically if a new version is available)
3. Try logging out of your account then logging back in
4. You may need to reboot the device
5. You may need to uninstall and then reinstall the app

If none of the above work, please contact our customer support team.

Question 8

I didn't receive my verification code. What do I do?

Accepted Answer

1. Check your junk/spam
2. Make sure you're properly connected to the internet
3. Make sure you have the newest version of the app (app should notify automatically if a new version is available)
4. Try logging out of your account then logging back in
5. You may need to reboot the device
6. You may need to uninstall and then reinstall the app

If it still hasn't shown up, we may need to change the email attached to your account. Every now and then we have trouble with certain email domains (e.g. hotmail) and we may need to ask you to provide an alternative email to access the app.

For help, please contact our customer support team.

Question 9

Is there a cooling-off period in case I change my mind?

Accepted Answer

Yes, there is a cooling-off period. If you cancel your policy within the 21-day cooling-off period from the original date of issue, you may be eligible for a full refund. However, if you cancel your policy outside of the cooling-off period, you may receive a partial refund.

Question 10

I'm already travelling and forgot to buy insurance. Can I buy it now?

Accepted Answer

Yes, you can buy a policy while you're already traveling. However, please note that there is no cover under any section of the policy for any event that has occurred already or that arises within the first 3 days of buying the policy while you're travelling.

Question 11

How do I extend my policy?

Accepted Answer

You can extend the duration of your policy with the Freely app. Extension must be made prior to the policy end date or before 11:59PM ADST on the policy end date, following the steps below:

1. Select your trip
2. Tap 'Details’
3. Tap 'Travel Dates - Edit'
4. Increase the days by selecting the new end date on the calendar
5. Tap 'Done' and 'Lock it in'
6. You should see a notification that your changes have been updated

If the change was successful, you will receive an updated Certificate of Insurance via email to your nominated email address.

Question 12

How do I reduce my policy dates?

Accepted Answer

You can reduce the duration of your policy with the Freely app, following the steps below:

1. Select your trip
2. Tap 'Details'
3. Tap 'Travel Dates - Edit'
4. If you have Daily Boosts in your policy: You will first need to reduce the dates of your Boost before you can shorten the duration of your trip (as per in Step 4). If you don't have any Daily Boost, proceed to Step 4
5. Reduce the days of your trip by selecting the new end date on the calendar
6. Tap 'Save changes' and tap 'Lock it in'

You should see a notification that your changes have been updated.

Question 13

How do I change the details of my policy, such as my name, address or date of birth?

Accepted Answer

Please contact our customer support team.

Question 14

How do I add another destination on my policy?

Accepted Answer

Please contact our customer support team.

Question 15

I keep getting an error when trying to cancel my policy. What do I do?

Accepted Answer

If you encounter any issues or need assistance with canceling your policy, please contact our customer support team.

Please note that the specific cancellation process and any applicable fees or refund policies may vary depending on the terms and conditions of your policy. It is recommended to review your policy documents or contact Freely directly for accurate and detailed information on canceling your policy.

Question 16

How do refunds work?

Accepted Answer

The amount you will be refunded for cancelling your policy with Freely depends on the specific circumstances of your cancellation:

* If you cancel your policy within the 21-day cooling-off period from the original date of issue, you may be eligible for a full refund.
* If you cancel your policy outside of the 21-day cooling-off period or after your trip start date as noted on your Certificate of Insurance, you may receive a partial or pro-rata refund. This refund will take into account the admin fee and a partial amount of the cover already used, such as your cancellation cover which is effective from your policy issue date.

Question 17

When can I add the Trip Extras to my policy?

Accepted Answer

Trip Extras can be added to your policy before you depart on your journey. They cannot be added on the day of or after you have started your journey. Trip Extras will cover you for your entire trip duration.

Question 18

When can I add Daily Boosts to my policy?

Accepted Answer

Daily Boosts can be added before or during your journey.

When adding Daily Boosts during your trip, you can only add them to the remaining days of the trip. In other words, you cannot apply a Daily Boost to dates that have already passed.

Question 19

How do I add Daily Boosts to my policy?

Accepted Answer

You can add a Daily Boost/s before your trip or during your trip inside the Freely app, following the steps below:

1. Select your trip inside the app
2. Tap 'Add extras'
3. Select the Boost(s) you wish to add
4. Add the dates you want coverage for
5. Tap 'Save changes' and tap 'Lock it in'
6. You should see a notification that your changes have been updated

If the change was made successfully, you will receive an updated Certificate of Insurance via email to your nominated email address.

Question 20

Do you offer cover for existing medical conditions?

Accepted Answer

Yes, we do. Some conditions are automatically covered (subject to the criteria outlined in the PDS) by our Overseas Explorer Plan, while others need to be approved and may carry an additional premium. There are also existing medical conditions that we may not cover at all.

To declare your existing medical conditions for a quote, follow the steps on our Existing Medical Conditions page.

For more detail, be sure to read the PDS to understand what’s covered.

Question 21

What are the contact details for claims?

Accepted Answer

Monday–Sunday 7am–7pm AEST/AEDT

From Australia: 1300 772 183

From overseas: +612 8907 5085

claims@gofreely.help

Question 22

How do I submit a claim?

Accepted Answer

With the app

1. Navigate to your trip by tapping 'My Trips' at the bottom of the screen
2. Tap 'Make a claim' on your selected trip and follow the prompts

On desktop

1. Go to our website
2. Click ‘Make a claim’
3. Download the claims form from the provided link
4. Fill in the form either on your computer or by printing it out
5. Email a PDF or scanned copy of the completed form, along with any supporting documents, to claims@gofreely.help

Once your claim has been submitted, you will receive an email with your claim number. Please allow up to 10 business days for our claims team to assess your claim and make contact with you.

Question 23

When do I have to submit my claim?

Accepted Answer

You must submit your claim within 60 days of returning home from your trip.

Question 24

How long will it take for my claim to be assessed?

Accepted Answer

Once you have submitted your claim along with your supporting documents, please allow up to 10 business days for a response from the claims team. Assessment times may vary depending on the information required by the claims team and how soon you can get the supporting documents to them.

Question 25

My claim has been approved. How long until I receive the funds?

Accepted Answer

Now that your claim has been approved, please allow 2-5 business days (depending on your bank) for the funds to appear in your nominated account.

Question 26

I'm not happy with my claim outcome. What do I do?

Accepted Answer

We're sorry to hear that you're not happy with the outcome of your claim. If you would like to speak with a claims member to discuss the outcome, please contact our customer support team.

Question 27

Am I covered if I'm diagnosed with COVID-19 in Australia before my trip?

Accepted Answer

If you’re diagnosed with COVID-19 before you leave Australia and have to amend or cancel your trip as a result, cover may be available.

Non-cruise travel:

• Yes, cover applies for this event

• For domestic travel, up to $2,500 cover is provided per policy

• For international travel, up to $5,000 cover is provided per policy

Cruise travel:

• Yes, cover applies for this event provided Cruise Cover Boost is selected for the full duration of your cruise

• If your trip includes a multi-night ocean or sea cruise, up to $5,000 cover is provided per policy

For more detail, be sure to read the PDS.

Question 28

Am I covered if I'm diagnosed with COVID-19 on my trip?

Accepted Answer

If you’re diagnosed with COVID-19 by a medical practitioner and require medical treatment overseas, our Explorer Boost will provide overseas medical benefits.

Non-cruise travel:

• Cover may be available under our overseas emergency medical expenses benefit

• While we do not have a dollar limit on our overseas emergency medical expenses benefit, cover is only available for 12 months from the onset of illness, and does not continue if you return home to Australia

• This benefit is designed to meet the requirements of visa conditions to certain destinations

Cruise travel:

• Cover may be available for onboard medical, provided our Cruise Cover Boost has been added to the base policy for an additional cost for all days the traveller is onboard

Cover conditions:

• This applies for international trips only: there is no medical coverage in Australia on our travel insurance policies

• For travel in New Zealand, you will be covered for this event regardless of any smarttraveller.com.au ‘Do not travel’ advice that exists
• For travel in countries outside of Australia and New Zealand, cover applies for this event if the country or part of the country was not subject to ‘Do not travel’ advice on the smartraveller.gov.au website at the time you entered it

• This cover is subject to evidence of your positive COVID-19 diagnosis and certification by a qualified medical practitioner

• Cover will not exceed 12 months from onset of the illness

For more detail, be sure to read the PDS.

Question 29

Is there a special excess for COVID-19?

Accepted Answer

For cancellation and amendment if you or your travel companion are diagnosed with COVID-19 on your trip:

* Overseas policy – $500
* Domestic policy – $250

For additional expenses if you are diagnosed with COVID-19 on your trip:

* Overseas policy – $250
* Domestic policy –$250

If your claim is under both sections, the higher special excess will be deducted. The special excess applies in addition to any other excess you cannot remove this special excess.

For more detail, be sure to read the PDS.

Question 30

How do I contact general enquiries?

Accepted Answer

Monday–Sunday 7am–7pm (AEST/AEDT)

From Australia: 1300 772 183

From overseas: +612 8907 5085

team@gofreely.help

Question 31

How do I contact emergency support?

Accepted Answer

Emergency assistance is available 24/7.

From Australia: +612 8907 5988

From USA: 1833 791 0075

From UK: 0808 234 0829

From Canada: 1833 612 1380

From NZ: 0800 423 705

assist@worldtravelprotection.com

Question 32

Can I access emergency assistance via chat in the Freely app?

Accepted Answer

No, you can only reach our emergency assistance team via phone or email. They cannot provide you support through the chat tool.

Question 33

Can I contact emergency assistance via chat in the Freely app?

Accepted Answer

No, you can only reach our emergency assistance team via phone or email. They cannot provide you support through the chat tool.

Question 34

Are there rewards for referring my friends to Freely?

Accepted Answer

Yes! Give your friends 15% off their Freely policy and for every friend that purchases and travels with Freely, you’ll earn a $20 retail gift card (redeemable with over 20 brands). Refer your friends via our website or the homepage of the Freely app.

Question 35

My friend referred me to Freely using a unique referral link. How do I get my 15% off?

Accepted Answer

Your 15% discount will be automatically applied at checkout. So, all you have to do is click 'Get a quote', enter your trip details and when you go to purchase your Freely policy, you'll see the 15% discount has been applied.

See more about our 'Refer a friend' program here.

See more about our 'Refer a friend' program here.

Question 36

My friend purchased their Freely policy and passed the 21-day cooling off period. When will I receive my $20 gift card?

Accepted Answer

Once your friend has passed the 21-day cooling off period, you’re eligible for your $20 retail gift card – ka-ching!

Your gift card will be processed and emailed to you within 48 hours of your friend completing the 21-day cooling off period.

Please check your Spam and Promotions folders for the email with your gift card – sometimes they end up there.

If you need help accessing your gift card, please contact our customer support team.

See more about our 'Refer a friend' program here.

Travel insurance FAQs

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