I would never purchase travel insurance from this company again. We purchased through Virgin Voyages and unfortunately, needed to use the policy. Virgin damaged our luggage delivering it to the cabin to the point that it was completely unusable to disembark. Virgin documented the loss very well. We purchased a bag, as similar as possible, at the next port. It was not an expensive item. We submitted the claim and were asked for a string of documents including a copy of our homeowner's insurance showing that they would not cover loss of luggage in a foreign port. The receipt needed to be taped to their piece of paper. A copy of the receipt for the total cost of the cruise and itinerary and letter from Virgin were some of the items required. They then paid less than half of the replacement cost. Their "policy" is a blurb on the website and does not say they will not pay replacement costs. There is no way to call or email them to discuss - only the portal link to upload documents. We traveled in September and received the payment this week (December). Very poor experience. They sent a post-claim survey but the link just takes you to the general website with no survey visible. I don't think they want feedback. My experience with AON leaves me with the impression that they are a disreputable company. Would not recommend.
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