My company onboarded AON in September last year following a change in our corporate medical insurance provider. Since then, my experience with AON as a corporate health insurer has been consistently disappointing. Below are the key issues that have led to this assessment:
1. Excessive claims processing time.
Even straightforward medical claims routinely take more than 10 days to process, which is a clear deviation from the service-level agreement that was communicated. This reflects poor operational efficiency and a lack of accountability.
2. Unnecessary delay in reimbursement after approval.
Despite claims being approved, AON still requires an additional 3–5 working days to credit the reimbursement into employees’ bank accounts. From an employee’s perspective, this is frustrating and unreasonable, as it requires constant monitoring of bank transactions to confirm payment. Approval should translate to prompt disbursement, not further delays.
3. Questioning of medical conditions and declining LOG requests.
In my recent case (Jan 2026) involving cataract surgery, AON rejected my Letter of Guarantee (LOG) on the grounds that the condition was deemed “pre-existing,” solely because I had mentioned to the admission nurse that I have experienced blurry vision few month back. This rationale is highly questionable. As a non-medically trained individual, I am not qualified to diagnose the cause of my symptoms. Solely based on my own account of my eye health condition without even hearing from the specialist's review, is totally unreasonable and unfair.
4. Inconsistent and misleading claims requirements.
I have also observed a pattern where AON frequently declines claims and subsequently requests referral letters for non-complex cases. This directly contradicts what was presented during the employee briefing session, where it was clearly stated that referral letters were not required. As a result of these repeated rejections and additional documentation requests, reimbursements are continuously delayed.
As of today while writing this review, 9 March 2026, I still have an outstanding claim of S$105 that was submitted on 12 September 2025—nearly six months ago—currently marked as “pending insurer’s review.” This is again, an unacceptable by any reasonable standard.
I could continue listing more issues, but the above already paints a clear picture.
To corporations considering a health insurance provider: if employee satisfaction, trust, and administrative efficiency matter to you, it is critical to select a reliable and reputable insurer. Based on my experiences, AON Care falls significantly short of these expectations.
I genuinely miss our previous provider, AIA eBenefits, where claims were straightforward, approvals were typically completed by the next working day, and reimbursements were credited promptly. The contrast in service quality is stark.
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