Almost all insurance companies require you take out insurance within 7-14 days of booking a vacation if you want pre-existing conditions to be covered.
Not so, most outside providers cover pre-existing conditions as long as you purchase it prior to the penalty period (final payment due date). I'm going to, I think for the first time ever, disagree with Dave and side with the OP. HAL's policies are in fact on their site but their rules have changed... recently. Anyone who purchased insurance through HAL for past sailings and didn't know about the changes may well have legitimately felt decieved. They don't exactly go over the exclusions and coverages when they offer it to you during a booking. The actual policy doesn't arrive to the client for review after purchase until the ticket packet arrives a few weeks prior to the sailing date. Thier standard coverage now is not even insurance! It's just cancellation protection. No medical, no dental, no baggage and no med transportation! Do they always disclose that? NO, they made the change months ago and I book cruises for them and they didn't bother to inform me of such a change until I had a client with and issue which my company paid to resolve. Their insurance (or lack thereof) paid not one dollar. You have to buy their premium coverage to have any protection at all.
By contrast, CSA provides 100% coverage, pre-existing included and you don'e have to make the decision until final payment due date unless you're booking a cruise already in penalty. Also they offer an upgraded policy as well that not only pays the claim but if you have to file a claim they reimburse you the insurance premium. They give you back what you paid them for the policy!
Never buy cruise line insurance, from any cruise line. Go to an outside plan and read what you're buying. They send it to you via email if you have a computer the same day. Send it snail mail the same day if no computer. Then the give you a 10 day grace period to cancel the policy and get a full refund if you're not happy with what you recieve.
Sorry Dave, I got bit by the HAL change in coverage and it was costly. It is deceptive the way it was changed without notification and the way they now force it to be purchased at the time of the booking even though you don't have a copy of the policy to review. It's wrong and should be changed. I feel for Grandma, so sorry for the situation Beanie. By the way welcome to CruiseReviews.