Review Time
Be cautious regarding the sales representatives and the specifics of the policy, especially around the coverage termed "Trip Inconvenience." I faced a significant flight delay on my way to a tour in Europe, resulting in considerable extra expenses. The claim was denied by the company, citing that the delay was due to an Air Traffic Control issue and was NOT covered. This was very disappointing!
The travel insurance from this company is incredibly easy to set up and more cost-effective than other options I considered. The app is well-designed and intuitive, providing all essential information at your fingertips. This was my first experience purchasing travel insurance through them, and the process was seamless. I plan to use their service again for my next trip. Although I haven't filed a claim yet, my overall experience gives me confidence that the process would be straightforward and efficient if needed.
I have purchased travel insurance through the company three times. On my latest trip to Morocco in November 2025, I encountered flight delays returning home and had to pay for overnight accommodations at the airport. Upon returning, I collected all the necessary information and submitted my claim via mail due to numerous attachments. It took about a week to process my claim and just two days to receive reimbursement through an ACH deposit. I highly recommend this service for their competitive pricing!
I chose this company based on a friend's recommendation, which is unfortunate because I cannot recommend them to anyone. I submitted my claim nearly 2 MONTHS ago and have yet to receive any payment, despite my claim being covered under the policy. Their processes are chaotic; after two requests for information—asking for details already provided in the original claim—they are only now reaching out to the hospital I visited to confirm my illness. Being hospitalized abroad without family or friends is distressing enough, and now I’m facing thousands of dollars in expenses because this company either doesn't want to pay what I’m insured for or has the most inefficient processes imaginable, leaving me waiting 2 months for nothing. I've called to escalate twice and still haven't heard back. It's appalling.
The app makes it far too easy to accidentally cancel a policy, and the customer support lacks empathy and solutions. I paid for 5 months of insurance, but 4.5 months into my trip, I accidentally canceled it while exploring options to amend my dates. I contacted support immediately but was told they couldn't help, although they offered to assist me in purchasing a new policy (absurd!). I only have 4 days left overseas and have already paid $427.20. The customer support is shocking. If you create an app that allows easy cancellation, there should be a way to reinstate it within 24 hours. When I requested a chat transcript for my records, the agent refused. Now, I have 4 days left uninsured, and if any issues arise from the past 4.5 months, I won’t be able to claim as my policy is canceled. This is ethically and likely legally unacceptable. I’ve filed a formal complaint and will escalate it further. I do not recommend this service at all; it won't save you money in the long run and poses too much risk.
Responses to my emails were always prompt and helpful. I appreciate that the company waited several months for me to submit my complete claim; I was unwell for some time and it took a while to be well enough to send it through. I submitted my claim on September 17, received an email on September 24 saying it was being assessed, and by September 27, I was informed that my claim was approved. I've recommended this service to a friend who organizes trips, and she will suggest to her clients that they obtain a quote from them.
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Hey travellers! We're Freely, a travel insurance and safety app.
With overseas medical cover, 24-hour emergency support and cover for existing medical conditions, trip cancellation, luggage and more, we're helping tens of thousands of travellers explore the world safely and freely.
But something we're really proud of? We're a member of 1% for the Planet.
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