Review Time
All of these negative AON reviews are exactly what my wife and I are experiencing. 4 months after I sent AON all of the receipts and paperwork necessary for our claim they are still deliberately stalling us re. refunds for all of the extra expenses we incurred due to being ill and quarantined with Covid on our cruise. Their e mail “response “ to every e mail I send to them is to give them another 30 days to process everything. If I call them I am immediately connected with a foreign country outside of the U.S. We have never dealt with such a dishonest, non-reputable company ever before. I called them again today and told them that I expect full payment immediately or I will take action against them. I am going to file a complaint with the state insurance commissioner, send a letter to the Los Angeles Times, hire an outside insurance adjuster, and use social media to let as many people know what this company is all about.
Got Covid 3 days before our Princess Alaska Cruise/Tour. Went to Urgent Care and received printed verification taht I had covid. Canceled and filed a claim with AON Filed a claim August 23. Read reviews and really didn't think I would get reimbursed. Checked online and called--always got "claim in progress". 43 days later received an email saying we would receive checks in the mail in 4-5 business days. To our surprise we received checks for the entire amount minus the insurance premium we paid. Deposited the $14,678. That was one month ago. I must admit that the customer service was nonexistent, but I was really happy to see that money in the bank.
I purchase a cruse for two back in July to travel on August 19. I was careing for my sister and she was getting better. I purchase this trip in July 9th I canceled at the end of July my sister's cancer got worse so she asked me not to go. I called Royal Caribbean and they refund me my Taxes and said that I purchase insurance With Aon Travel insurance they would give me my money back. My trip was from 19 to 25th my sister passed away on the 29th. I have even send them a death certificate and the telling me that it is being reviewedToday is December 4th They have asked me to send another copy of death certificate. I was her care taker. I relive my sisters passing each time I speak to this horrible company. I have no idea how a company like Royal Caribbean has are affiliated with this scam.My claim number is 22rcco5764Ref 3241492
I booked an 11 Day Baltic Sea cruise July 28, 2023 and due to Delta airline having air traffic control problems we miss our connecting flight. Filed a claim with Aon travel insurance for hotel, clothes and misc. on Aug 12, 2022 and today is Jan 24, 2023 and they are still processing my claim. Three times when I contacted them for status they wanted to know if they could cancel my claim. I will never use them in the future.
We purchased this insurance prior to a flight and cruise scheduled through Celebrity. We flew into Vancouver, Canada 2 days early and my wife ended up at an urgent care and with a Rx. At the completion of the land portion of our trip we ended up in Fairbanks and had to go to urgent care again and another Rx. We did the proper filing for the Fairbanks bills with her insurance. We filed with AON on 7/22/22. A month later they emailed and apologized for long wait and said they were backed up.Today, 11/14/22 we get an email telling my wife to file with Medicare. We originally submitted 4 documents stating a birth date in 1961, She is not old enough for Medicare! So now she had to send in another form through their website. As far as I am concerned this is one of the worst companies that we have ever dealt with. Celebrity should not have a link for this insurance on their site.
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.
If I could give them a 0 I would. Purchased the insurance with this company on the Hopper website. Our flight was canceled and purchase the insurance for such reason. We submitted a claim on July 15th and it is now November 7th and the only response I keep getting is that they have a high volume of claims and there team is working on it. I received a email on October 10 stating they need another 30 days. Unbelievable. This travel insurance is a SCAM. Do not purchase any insurance from them
Terrible customer service and timeliness. It took AON almost six months just to review my claim. When they finally did review my claim, they required that I resubmit all the previously submitted receipts. I did not get any response until I filed a complaint with my state Insurance Commission. I finally received partial payment after more than half a year later. Would never use them again. The only reason I used them is that they are the insurance company Tauck Tours uses.
If I could give them, zero, stars, I would, this is the worst company I have ever dealt with. At the end of our trip my wife contracted Covid while we were in Europe basically on the last day of our trip. When we exited the boat she tested positive, so we were not able to fly back to the United States and needed to stay two additional days in Europe. We did have to foot, the bill for a hotel room, along with changing our airfare. I submitted this to them on June 19, 2022. It is now October 28 and my claim still has not been resolved. Every time I call I get because of Covid we are behind, I’ve explain to them please keep that excuse to yourself. You get the company line of it in process just give us a little more time. Even on their website and voicemail it says once a claim is submitted it takes approximately three weeks. It has now been 18 weeks to no results. I have sent numerous emails made numerous phone calls to get the same response. We are just behind. I have literally been on a whole Other vacation .I would never recommend using this company or any of their products as it seems like they just want to take your money but don’t respond.
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