No. We cannot amend an agent issued policy. The customer must return to their agent who issued the policy.
The agent can email insurance.team@holidayextras.com for the Insurance Team to action. If it's urgent, advise them to put the word URGENT in the subject line.
Even if an agent has booked a customer on a non-medical policy in error, the customer can make a new medical booking or quote with us but they still must go back to their Travel Agent to get the other booking cancelled etc.
Also, please note, their cancellation terms are the same i.e. 50% for a single outside of 14 days or 5% pro-rata for an annual policy, outside of 14 days.