Frequently asked questions

Itching to ask us something? We've put together answers to some FAQ below. We do appreciate, though, that sometimes you just want to speak to a human and ask directly, so don't hesitate to chat to us in the app or give us a call. There'll always be someone on the other end who is keen to help!

Who can use Freely?

Eligibility
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There are a few eligibility requirements you must meet before you can get insured with us. Firstly, you have to be an Australian resident or have access to Medicare (but we're working on expanding to other countries, too!). We'll also need to have a chat with you if, in the last five years, you've made three or more travel insurance claims, have had your insurance declined or cancelled, have been in prison or have any criminal convictions before we can confirm that you're eligible. Check out our PDS for a full list of conditions.

Existing Medical Conditions
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Freely automatically offers coverage for many pre-existing medical conditions. For us to determine if yours count, please do connect with us and we can help you with a way forward. You can also have a read of our PDS for a full list of the pre-existing medical conditions that we automatically provide coverage for.

Devices

Currently, Freely is only available on iOS (5S and up) and Android (7.0 and up).

Target Market Determination (TMD)

Not all insurance products are suitable for everyone. Our Issuer, Zurich Australian Insurance Limited (ZAIL), have produced a document which describes who the Freely product is appropriate for (target market), and any conditions around how the product can be distributed to customers. Check out the TMD for more information.

What COVID stuff is covered?

We offer a range of COVID-related benefits. For example, 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!It does get complicated, though, and there are and always will be exceptions based on when and where you're going and what travel advice has been issued.

Check out our COVID-19 FAQ to get a detailed understanding of our COVID coverage. As always, if you have any questions or are unsure, swing us a message through the app or give one of our friendly team members a call.

How can Freely help me in an emergency?

When you're with Freely, you have access to round-the-clock emergency assistance, so that's 24/7 no matter where you are. That's because we've teamed up with World Travel Protection, who are a team of highly qualified medical experts and crisis specialists who are dedicated to providing help when and if you need it. We're talking a team of nurses, doctors, paramedics and more!

This exceptional crew also carefully monitors events across the globe, keeping an eye on things like COVID-19 outbreaks, natural disasters, civil unrest and any other events that could cause you trouble on the road. If you've given your Freely app location permissions, we will proactively reach out to you if danger is near.

In the case of a medical emergency or something else unnerving (like a lost passport!), simply reach out to us in the Freely app or phone +61 2 8907 5988.

I cancelled my policy and I’m only getting a partial refund, why is that?

You may be receive a partial or pro-rata refund because you have either:

Cancelled your policy outside of the 21-day cooling-off period from the original date of issue. Full refunds are only issued when a policy is cancelled within the cooling-off period.
Cancelled your policy after your trip start date as noted on your Certificate of Insurance.

Note: The costs we charge reflects admin fee and a partial amount of the cover already used, such as your cancellation cover which is effective from your policy issue date.

How will my location be used?

Freely uses the location and motion sensors on your phone to keep an eye on you. It sounds creepy, but we promise you it's not! Our Crisis Specialists carefully monitor events across the globe, keeping an eye on things like COVID-19 outbreaks, natural disasters, civil unrest and any other events that could ruin your trip. If something like this pops up, we can quickly alert you to what's going on and how to best deal with it. Of course, to do all this, we need to know where you are!

We're big on privacy (and know you are too!) so we have strict guidelines on how your data is used, who it is sent to and how it is stored on our systems. How your data is used, sent to and stored on our systems. For more detailed information check out our Privacy Statement.

If you have any questions, drop us a message in the in-app chat or give us a call.

How do payments work?

You can make secure payments from within your Freely App using Apple Pay, Mastercard and VISA. We use Stripe to process all transactions and don't store any of your card details on our systems. We're looking to offer additional payment methods in the future to give you more flexibility, so stay tuned!

I want to buy a policy for my family/friend travelling to Australia from another country.

At the moment, Freely offers single trip policies for Australian residents only - we are working on the policy type for foreign residents so stay tuned!

Am I covered for Cruise on my trip?

For international cruise, please add the "Cruise" boost to your policy as a part of quoting process so you are covered;

How do I add Cruise boost for my Domestic Cruise?

For domestic cruise, if your cruise is going out to international water, such as Sydney to Hobart, make sure to select "South West Pacific Cruise" as the destination and Add "Cruise" boost so you are covered for overseas medical related expenses; If your cruise is NOT going out to international water, you can purchase a domestic policy as per normal.

How do I add Cruise boost for my International Cruise?

You simply need to enter your destination of travel and then select the Cruise boost when prompted.

Where do I submit my existing medical condition information?

Freely provides automatic cover for many existing medical conditions, please refer to "Your health and existing medical conditions" section in Product Disclosure Statement (PDS) for the full list of conditions. If you have an existing medical condition outside of that list, it will not be covered by this policy but you can chat with us in the app for an alternative policy.

I'm currently travelling and want to buy a policy, will I be covered?

You can buy a policy while you're travelling, just remember 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.

The email verification link isn't working, how can I log into my app?

Make sure you're opening the link from the same device you have the app on. The link is valid for 3 minutes only, so if it's already been more than 3 minutes or if you've tried the link already - you'll need to re-enter your email to generate a new link. Don't forget, you have 3 minutes to verify before the link times out.

What payment methods do you offer?

The payment options available will be dependent on your device. If using an iOS/Apple: Apple Pay or Credit Card are your options. If using a Google/Android device: Google Pay or Credit Card are the payment options available to you.

What does the special excess mean?

The special excess is for any claims arising due to covid. Depending on the benefit type, you will be required to pay an additional excess.

Is there a special excess for Covid-19 claims?

Yes. If you or your travel companion are diagnosed with Covid-19 on your trip and that causes a cancellation or amendment of your trip and/or additional expenses, the excess for these claims is $250.

What kind of activities are covered?

We have a comprehensive list of activities that are automatically included while you are on your journey, and the optional "Adventure" boost is for more adventurous activities, please refer to "Adventure Boost" section in Product Disclosure Statement (PDS) and select this boost to be covered.

Does the price on my quote include all travellers or is it per person?

The price you have been quoted is inclusive of all travellers

How do I extend my trip?

To extend your trip you will need the Freely app alternatively, if you don't wish to download the app you can purchase a new policy with the understanding you won't be able to claim for the first 72 hours from the purchase date.

I made a mistake with my DOB, can you edit this for me?

Unfortunately, we're still working on getting this feature up and running. In the meantime, if you need to update your DOB on your paid policy, you will need to cancel the policy and re-do it. Refunds can take 2-10 business days to appear in your account depending on your bank. If you need help cancelling your policy, let us know through chat and we can cancel it on your behalf.

I forgot to add another destination, how can I fix this?

How do I submit a claim?

You can download a copy of our claims form and send it via email to claims@gofreely.help - don't forget to include the supporting documents to help expedite the process. Once our team has received your claim, you can expect to hear from them within 10 business days to advise you of the outcome or if further information is required.

Frequently asked questions

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