Review Time
this company plays games when is time to pay, they continuously tell you that they sent you an email, which never arrives and they tell you it needed more information and that it was sent via regular mail, then when they approved the claim, sent you a payment for only one person and then say it will take 10 business days to receive the other email, STAY AWAY FROM THIS COMPANY.
Very disappointed, I took a cruise and was medically disembarked and I was in the critical care unit in Gibraltar UK. Aon did reimburse for lost days on the cruise and for what my health insurance didn't cover, However I explained over and over that I didn't not have any flight expenses because my husband works for an airline. I did have to pay for transportation from Gibraltar UK to the nearest international airport.Aon has refused to reimburse this expensive even though this would have been cheaper than having to reimburse me for airline tickets expensive. Their lack of understanding anything outside their cookie cutter script makes it very difficult to deal with them.
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.
This ‘insurance’ is a scam. You can cancel your trip for any reason but don’t expect a refund. It’s designed to drag out and deny claims. I have waited a month for a claim that I was told would take 7 to 10 days. And forget about taking to an English speaking representative who actually understands and responds to questions. Waste of money, and time.
We missed our cruise because of the TSA employees called in sick.It took us over 3 hours to get through security to make our flight. Aon insurance denied our claim.What a terrible and misleading company. Do not purchase travel insurance through this company They are taking your money and running away with it.W
Do not use Aon Trip insurance without reading the fine print. They say you get a full refund if you,a relative,a travel companion or business associate gets sick or injured. What that actually means if you or the person in the cabin with you gets ill or sick you’re covered. We misunderstood that to travel companions as in anyone in our group. Unfortunately, we were not told that wasn’t the case until after we had already canceled our cruise to file the claim and now we do not get our money back.
Do not waste your money. The company and insurance are a scam. They do everything possible to avoid giving you your money back. You don’t even get to speak with people in America, and the process drags on for months, clearly designed to wear you down until you give up, only for them to deny you in the end.Honestly, it’s better to buy no insurance at all and take the risk than to go through the frustration of dealing with this company. This plan is worthless, misleading, and completely unfair. Royal Caribbean should be ashamed of offering something that feels so deceptive and exploitative.
My husband and I booked a cruise in 2/25 through Celebrity Cruises. The sailing date was 9/21/25. We selected the Vacation Protection Plan when we booked, and paid $478 for this coverage. My husband had a shoulder replacement in 5/25, but we didn’t plan to cancel since he would be fully recovered by 9/25. However in 8/25 his surgeon called us to let us know that a defective implant had been used in his replacement surgery, and a revision surgery would be needed. Since this revision surgery was scheduled in 9/25 and then had to be rescheduled to 10/25, the cruise had to be cancelled. We filed a claim with Aon insurance.The claim was denied because of a preexisting condition. I have never had such inept dealings with a supposedly reputable business. They apparently only have one fax machine, so it is impossible to get records through their fax machine either by us or by our doctor’s offices. We have sent records several times only to be told that they need them again. And don’t even talk about the frustration of trying to deal with persons for whom English is not their primary language! I truly think giving them money for coverage is totally wasted. All they intend to do is deny claims. We were loyal Celebrity cruisers, but dealing with Aon makes me seriously question whether I will ever cruise with them again since they choose to do business with such a disreputable business. This business is a total scam. If you book a cruise with Celebrity, my advice is not to choose their Vacation Protection Plan. Do you research and pick your own coverage. I sure wish we had!!
I had to cancel a Royal Caribbean cruise due to my wife being ill and not being able to take a 6 hour flight safely without problems. I started a claim, filled out the paperwork and obtained a form for her doctor to fill out and return. After 7 days I received 2 emails stating that the claim was approved. As it stated, 5 days later I received an email with payment processing instructions. The payment was in my Chase account literally within 10 seconds. In talking to AON’s phone representatives during this process all of them were friendly, professional and helpful. I’m gobsmacked at how simple and streamlined this process was. WELL DONE!
I was told by Celebrity Cruise Lines that if I cancelled for any medical reason, I would be fully refunded. That was an absolute lie. My wife had to have wrist surgery for an existing condition and I was denied a refund. The Celebrity Cruise Lines representative who sold me this policy for around $700 received a commission for it as did Celebrity. The run around I received from AON and speaking endlessly with people who do not speak good English was beyond frustrating. They drag things out and their lack of being able to speak without foreign accents is infuriating. DO NOT PURCHASE ANY INSURANCE FROM AON. THEY DO EVERYTHING THEY CAN TO NOT PAY CLAIMS!
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