Freedom Healthnet Diamond Plus Comprehensive Medical Insurance

Where do I start!!! Don't touch company with a barge pole! I had a policy for three years and then needed to claim. That is when the nightmare began. Having sustained an injury which needed an operation I found the claim process to be one of the most stressful experiences I have encountered for a long time. The staff are rude and unhelpful. They fail to return phone calls, they go out of their way to be obstructive and I was made to feel like I was trying to falsely claim at one point. It appears to me that Freedom Health Net staff are trained to make the customer feel so frustrated that they just give up and do not pursue a claim. Had I not intervened on three occasions to obtain additional information from my GP, my operation would have had to be cancelled whilst I waited for Freedom to write to them over issues which could have been clarified by one phone call . I asked Freedom to telephone my GP direct, which they agreed to do but when I checked with my GP they never contacted them by telephone at all. It was always the case of when Freedom Health Net agree to do anything they never ever do it!.

In fact after 9 phone calls in a week following on from my visit to a consultant, my claim was only approved 2 days before the operation was scheduled. This was only obtained because I actually begged the person repeatedly on the end of the phone to sort the approval out. After all this I only received a verbal approval as I was promised an email confirming this in writing, which did not materialise (but given my experience so far, I didn’t expect it to as by this time I had lost complete faith). I went for surgery not confident that Freedom Health Net would honour their commitment to pay for the surgery. The surgery cost me £3200 which I had to pay up front for it to go ahead. I then had to wait 6 weeks to receive reimbursement and even then that was after badgering them with 6 phonecalls.

I have never ever dealt with a company which is so appalling in relation to its customer care. In fact it doesn’t exist. In a word Freedom is diabolical so steer well clear. I am changing to another provider this month.

The pre-sales staff are lovely charming and pleasant.

If you want to make a claim you will deal with the most underhand cheating people I have ever dealt with.

If you are thinking of buying from them, don't. If you already have a policy with them, I'd cancel it as they won't pay a penny.

Every policy they sell has enough small print to get them out of paying for anything. If it seems too cheap, it is. Spend a bit more money on a reputable company.

I am just about to leave this health care provider. If you want to claim it is a nightmare. They don't resond to emails and when you ring the attitude of the staff is not helpful. You are made to feel almost guilty as if you are a fraud. I have had one claim refused for the most ridiculous reason and it took literally weeks. I despair of these people. Just avoid.

Everything is fine until you make a claim then the the nightmare begins even if it is the smallest of claims.

Inially they make you feel like you are not genuine and put you through a rather cold question and answer session.

After calling several times about how to go about the claim you are finally given an authourisation no. After you see your consultant and you then have to go throug a lenghthy process of of getting them to pay.

I was with Bupa before and although it is more expensive they are far more proffesional.

I would not reccomend this compay to my worst enemy

This is a company to avoid at all costs, I have unfortunately now been sent county court judgments as a claim that was agreed by the health company has taken such a long time to actually be paid, they do not answer emails or return calls, I cannot believe that a company in this current climate could offer such a dreadful service.

After a rather prolonged claims procedure with many misleading questions trying to get me to admit to my current condition being pre existing to the policy only after receiving my medical notes and hours if time spent did I finally get my claim authorised and eventually around 6 weeks did I receive my payment. I spoke to the customer services dept and was advised I was not able to cancel mid term as a claim had been paid out which after consulting my policy document I accepted. At renewal I contacted the customer services dept once again to request cancellation the advisor was very helpful and understanding of my reason for cancellation , she advised i had to provide written confirmaion and once received my policy and direct debit wiuld be cancelled and unlike mist companies they actually did cancel the direct debit she also provided me with details of a broker service to shop the market on my behalf which found me a cheaper plan which is also more standard with regards to payouts. I wouldn't rate there diamond plan or claim team advisor however at least one dept knows how to handle customers without the second degree.

I work in in health care and regularly deal with insurance companies for my clients. I found the idea of how Freedom worked very sensible and empowering to the customer and therefore joined the scheme. All was fine until I actually had to make a claim. The staff were unhelpful , the claim process very slow (weeks) and there was always an uneasy feeling that you were thought of as fraud. Due to my persistence and knowledge of medical terminology, and the appropriate use of the term 'chronic' I eventually was able to proceed with my claim. My partner also won his claim eventually although this took six months and was only paid 3 months after the Ombudsman insisted that they do. I know that many people feel worried about the care in the NHS, if this is you then I would not recommend Freedom as it will not offer you the 'Healthnet' that you are seeking.

Please don't be fooled by cheap premium! I was paying for 3 years without making any claims, but when actually needed Freedom Healthnet to help with minor issue was utterly dissapointed.

Firstly claim process is long and bureacratic, secondly, in my case the refused to pay out as they advised me that my condition was chronic (which I completely disagree with) and occupation related. My advice - dont bother saving few pounds on the insurance premium, go to proper companies like Bupa, you'll save yourself more in a long run...

I am bitterly disappointed with the lack of information,advice and general service offered by Freedom healthnet.

I did not feel that at anytime i was helped or supported and at times quite offended by the so called advisers insensitive comments.

When you are ill the last thing needed is to deal with such a company.Avoid Freedom Healthnet at all costs

Freedom Healthnet have their own peculiar way of dealing with claims and interpreting their exclusions. You are allowed only two repeats of a treatment before they consider it Chronic even if that is not the professional view and the treatment has not ended.

More importantly they consider licensed drugs as 'experimental' - they will only pay for NICE approved drugs - it is the only private health company that I can find that excludes on this basis. ie none of the new cancer drugs are covered though are by other comparable companies.

The woman you have to pass through who appears to run the whole show is rude and fierce, something you don't want when you are ill and makes all the decisions and you have to fight it. She is very often wrong in her opinion.

Not suitable for serious illness claims (but of course your don t know what's ahead when you take out the policy) -these exceptions are not pointed out or clear when puchasing the policy..