I used AON Travel Protection as part of a Road Scholar trip since that was the company they contracted with. We had to leave our trip early due to testing positive for COVID and I promptly filed a claim the day after we returned in mid July. In the claim I explained that once we tested positive via self test, neither Canadian medical providers nor our US health insurance would let us get another supervised test because of concerns over exposing others. When I filed the claim I provided that explanation along with a dated photo of the self test result. In September I saw a notice on the AON website that the claim was completed and I would receive a letter, which never came. I called AON to inquire and they said the claim was not actually completed and was still in process. About a month later I got a request to upload COVID test results from our medical provider, so I again explained it was not possible. About 2 weeks later I got a denial letter with no clear reason, so I called and was told to file an appeal, which I did (again explaining why we had no test result from a medical provider) in December (now 4.5 months..). Every time I called to inquire I was told I could not talk to a supervisor or claims examiner and it was in process still. So I filed a complaint with the California Dept of Insurance. That apparently did the trick, because finally in late January I received letters stating that checks were being sent out within two days (the check's in the mail...) covering all of our submitted claims. So it took more than 5 months and a lot of letters and calls to resolve the claim. This left such a bad taste in our mouths that we will likely never again take a trip with Road Scholar if they continue to use AON for travel protection insurance.
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