For single trip policies
- We only need to know what the customer was aware of at the time of taking out the policy. If they missed a condition off or were under investigation or having new symptoms when purchasing the policy, then we would need to add it on.
- If they were completely unaware of the new condition at the time of purchase, then this will automatically be covered. Please add booking history!
For annual trip policies
- Yes. Check with the customer that there are no claims being made or pending on the policy. Then re-complete the Gatekeepers with the customer to check nothing else has changed.
- To add a new condition, complete all relevant questions for this condition with the customer.
- To amend an existing condition, re-ask all questions that are linked to this medical condition to ensure that everything is correct on the medical screening.
- Then take additional premium where applicable and add booking history.
- Remember to send an updated copy of the documents to the customer.
If the customer is now under investigation, they are no longer covered on an annual policy, the customer has 3 choices:
If we are unable to offer cover the customer must either:
1. Cancellation claim for all pending trips
2. Travel with no medical cover for all pre existing medical conditions
3. Cancel and pro rata refund (Providing no claims made or pending)
However, if they know they will be getting the results very soon they can choose to keep the policy and update it once they have a confirmed diagnosis. If the test results come back all clear and the doctor has signed them off with no further follow up they can keep the policy and be fully covered.
If the medical amendment declines the policy
Should the amended declaration then take the customer over and above the accepted Verisk score and cannot be covered, or they decline to pay the additional premium to then be covered, the customer has 3 choices:
1. Cancellation claim for all pending trips
2. Travel with no medical cover for any pre existing conditions at all
3. Cancel and pro rata refund
**Please DO NOT save the endorsement if the cover declines**