Providing that the customer has a confirmed diagnosis, if it's for a single AGA policy, as long as they were not aware of this new condition at the time of purchase, you do not need to add it on and they will be covered as standard. However, for AGA annual policies, we will need to add it on and take any additional premium for this, so we can continue to cover them.
Also, if the customer is awaiting tests or treatment for this new confirmed condition, please note, there will be no cover for cancellation or curtailment for anything in relation indirectly or directly for this condition. This does not affect their medical cover whilst away.
If a customer calls through to inform you that they are now under investigation for an undiagnosed condition and they have a live AGA policy single policy, as long as they were not aware of this new undiagnosed condition at the time of purchase, they do not need to add it onto their policy. However, for AGA annual policies, they have 3 options:
1 - To make a claim for pending trips.
2 - Cancel and pro-rata
3 - To carry on with NO medical cover in place whatsoever for anything relating directly or indirectly to their pre-existing medical conditions. There is no time limit on this option, if they have an annual for example, they can call us back once they have a diagnosed condition.
If they have an accident whilst on holiday, so long as it is not linked directly or indirectly to their pre-existing medical conditions, then they would be covered for this medically. They do also still have cover for their cancellation and baggage.