Hello,

Has anyone heard of freedom healthnet ? i searched for Private health insurance on moneysupermarket.com and freedom healthnet's policies came out to be the cheapest.

I took out a health insurance policy with Freedom Healthnet in December 07 through a Moneysupermarket search. Due to a recent diagnosis after I took out this policy, I was told by my physicians that I needed to have gallbladder surgery for gallstones. I submitted a claim with all the supporting documents (a process with Freedom that I found to be a bit more cumbersome than other health insurance companies I have dealt with before) as required by Freedom, firmly believing everything was well in order and completely above board, got the referral and consultation with the consultant surgeon at a local private hospital only to receive a letter from Freedom Healthnet's claims department today, two weeks before this scheduled surgery, informing me that my claim is denied because I was treated for symptoms of indigestion a few times over the last few years which makes this, by their unique interpretation, a pre-existing condition. The unpaid invoice of my consultant was included with their denial letter. This is regardless of the fact that my condition was not diagnosed until two months after my policy with Freedom went into affect. I am appealing this through all channels available right now but, honestly, to have to go through this stress and aggravation two weeks before a scheduled operation which probably will have to be cancelled now thanks to Freedom letting me down as a client is totally unacceptable in my opinion. Right now, my advice based on my experience with them is to avoid Freedom Healthnet. I don't know if my particular claim denial is as result of an individual's incompetence OR if it reflects a lack of intregrity in Freedom's policy and practices - watch this space. If their Claims Department are processing bonifide, legitimate claims based on their definition that a pre-existing condition exists from the point where any symptoms present as opposed to the point of definitive diagnosis, chances are few if any claims are being honoured by them. If wisdom, reason, and integrity prevails and they do overturn this ridiculous decision to deny my claim, I will gladly post an update letting it be known that this matter was corrected on their part and amically resolved but until then, BUYER BEWARE unless you don't mind paying a premium for a health insurance policy that will probably let you down like my Freedom policy has, just when you need it.

Hi --- Health insurance is covered under the General Insurance Standards Council's rules; this applies as long as the person selling or advising on the insurance is a member of the GISC, so you should check. All insurers must treat your details, especially medical details, with absolute confidentiality.

By law, all insurers or advisers who are members of the GISC must have a complaints procedure in place. If you have a problem or complaint about your coverage, talk to your insurer or adviser. If there's no solution, there must de an independent dispute-resolution procedure, and you must be given details of this when you take out coverage.

If you do not get a favourable decision then lodge a complaint, it may still lead to a delay for which possible compensation is awarded to you.

http://www.c-i-p.co.uk/gisc.htm

PS -- To add the GISC is a voluntary body members have to abide by the rules of if they are members, if you find yours is not a member then the FSA are the main regulator of insurance based products, you can take a complaint to them.

http://www.fsa.gov.uk/

Thank you so very much for this information. I called Freedom this morning when I got their letter denying my claim and I have to say, the person I spoke to was not at all forthcoming with this information about complaints or appeal procedure - she wasn't rude but she wasn't at all helpful - just kept repeating over and over that because I was treated for indigestion before (?) this makes my claim a pre-existing condition by their definition and they don't define pre-existing conditions as known/diagnosed conditions, i.e., gallstones (like other reputable health insurance companies do) and she is not in a position to change the decision made about my claim. Surely, their definition of pre-existing condition is contrary to industry standards. I am posting a letter of complaint to the CEO of this health insurance company and the underwriters listed on their website for complaints tomorrow. We shall see what happens but like I said, who needs this stress and disruption so close to the date of surgery, which does not just affect myself, but my consultant surgeon and the private hospitals' surgical schedule as well if they don't readdress this favourably before the scheduled op. I fully intend to pursue this until it is resolved in an acceptable manner.

Being in the area where Freedom has their offices and as an aside, I found it a bit disconcerting during this diagnosis/consultation/claim submission that my consultant and the 2 main private hospitals in this immediate area never heard of Freedom when I told them I had health insurance with Freedom Healthnet. I even asked the lady who was processing my claim at Freedom why no one I have spoken to in the local private health sector has heard of them and she just sort of laughed it off...hmmm.

Many thanks, again! The information you provided is very helpful and appreciated. I hope it doesn't come to the need to lodge a formal complaint with the GISC against Freedom but if necessary, you can be absolutely sure I will.

Just an update, I filed a letter of complaint to Freedom and their underwriter about the manner in which my claim was processed and the denied. They informed me today that they reconsidered the claim and my concerns and as result, decided to pay claim for the surgery. It all worked out in the end before the procedure had to be cancelled....just in time! This was within a week of their receipt of my complaint so in all fairness, they acted upon it quickly and corrected the situation to my satisfaction.

PD --- Sorry for slow response, I had to go away for a few days.

Thanks for the update, I am really glad it all worked out OK for you without delays, I wish you all the best and a speedy successful recovery.

CMK.

Many thanks, CMK, for your helpful advice and your good wishes.

PD