ComplaintsforAon
Risk Management
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Complaint Details
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Initial Complaint
11/20/2023
- Complaint Type:
- Order Issues
- Status:
- Unanswered
Paid for cruise on Oceania Cruise line, including $700 for trip insurance. Trip lasted from 6/21/23/to 7/1/23. Ship collected our luggage at 10:00 on 6/30/23 (one day prior to last day of cruise. When we arrived at airport in ****, ******. there was no luggage. Hired "Sendmybag" to ship luggage back to ******* at a cost of $880. Also had to replace two suit cases at a cost of $133. ****************** AON, refused to pay, citing their insurance only covers luggage at beginning of trip, not the end of trip. Policy does not state this and also states coverage extends to the end of the trip.Initial Complaint
04/05/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Trip Cancellation Claim Reference #: ******* Claim #: 23NCL01633 Ph: ************ I submitted the AON Insurance claim in mid-January. Status is IN PROGRESS. AON states on their website that it takes 30 days to process. Days are turning into months....two (2) months to be exact. This is unacceptable. I want me insurance payout no later than April 14, 2023.Initial Complaint
01/06/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
We were on a Princess ****** to ****** which departed ********* on July 16, 2022, disembarked on July 30, 2022. My companion contracted COVID on Tuesday, July 26, was isolated in another cabin for the remainder of the ****** and then transported to a hotel for another SIX nights. He had to pay for the hotel (nearly $500/night), purchase his own meals, and purchase a new airline ticket to return home.To date, he has received SIX responses from Aon of: "We appreciate your continued patience as we work through a much larger than expected volume of claims, and apologize for the extended processing times. Please allow our team members the additional time necessary, which may be an additional 30 days, to appropriately review your claim submission."This is now FIVE months later and still he has received no reimbursement.Initial Complaint
12/13/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Took **************** thru AON ************************ for a cruise booked thru *********** on Holland America . The cruise date was 10/01/2022 . Due to an emergecy surgery on my wifes' back we had to cancel shortly before the cruise. The cancellation was phoned in to *********** who then cacelled ********** with Holland America . We then received al fees and other expenses as a refund. A claim was filed with AON under claim#*******. On 10/19/2022 based on a phone call with AON's customer service we faxed all medical documents including Dr signatures for treatment and a bill for the surgical suite. After several phone calls and e mails there has been no acknowledgement of when we might receive payment of cruise fare of $2998. that was requested. There seems to be a persistent stalling tactic to avoid paying a claim.We are upsetwith this handling of our claim and it seems this may be common place according to internet reviews..The cost of the insurance was $300. which if let to stand without payment to the customer represents a scam.Initial Complaint
11/28/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Travel Insurance - ************************** with NCL who use AON to insure trip interuptions, baggage damage/loss, etc - Enroute to ********** our suitcase was damaged beyond repair - Filed a claim with AON upon return and waited 4 months for any reply at which point they asked for more information. Added the extra documents that were requested and now they are trying to get us to use our house insurance which we do not have this on our policy. Advised them of this and have not heard back in months.- Filed claim May 27th and claim number is *********Initial Complaint
11/14/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
We filed a claim for travel insurance trip cancelation policy purchased from AON on 07/14/**. The claim # **TAC01918, Ref # ********* for a ***** around ******* by my wife and I. The insured amount covered was $9,490.00. Additional documents were provided on 10/13.**, which included Accula SARS-CoV-2 RT-PCR Positive Test Result taken 07/09/**, taken two days prior to departure for the cruise. Also enclosed was a signed authorization for release of Medical Information.Initial Complaint
08/24/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I paid in full for a 7-day family trip to ****** with Norwegian Cruise Line (***), sailing 06/13 to 06/20/** ********* to ******, reservation# ********. The trip fully booked by *** included: flight from ***********, bus from the airport to ship, cruise, shore excursion, bus from ship to Seaward airport, return flight to ** and travel protection plan.*** booked the tickets for the ** flight # **** departing 10:04 AM on 6/13/** from ***. On the way to the airport, around 6:30am, the flight status indicated that the flight was canceled. We contacted *** to help us with booking of another flight and were told that they cannot help us and to speak with the airline. Upon arrival at the airport at 7AM the airline representative and supervisor were not able to find a flight that would have us reach the *** ship in time. We called again *** and asked to join the cruise a day later embarking from a different port on the itinerary. We were told that it couldnt be done.I have airline letters confirming that the flight was canceled due to mechanical failure and that the ** could not accommodate us in any other flight. *** directed us to file a refund claim with AON (www.aontravelclaim.com). Claim filed the same day (Ref# ********* Claim# *****09346). The claim processing was supposed to take 21 business days. After many phone calls, 36 business days later I received a claim denial on 8/3/**. This is unacceptable. I didnt cancel the cruise. *** didnt provide the contracted services.The cruise wasnt completed due to mechanical failure. Per Cruise Industry Passenger Bill of Rights (****), "the passengers have the right to a full refund for a trip that is canceled due to mechanical failuresPer ticket contract with *** "In the event of a direct conflict between a provision of this Contract and the provision of the ***** the **** controls.I emailed AON on 8/5/** to have the claim reconsidered and no answer. Expenses: Ticket $6,420.03; Uber trip $106.92; COVID19 test $360Initial Complaint
08/18/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
We bought travel insurance for a cruise out of ****** on 7/17/22 my wife luggage was delayed over 6 hours and mine was not deliverd. It showed up at my residense on August 7, 2022. I had to buy clothing for the cruise and the rest of the travel days. Items in my luggage were stolen.This is my claim number and their statement on web site *********. It takes, on average, 21 business days to review the submitted documentation All documentation was submitted on 7/25/22.Initial Complaint
07/31/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
This is related to a claim I have submitted against Norwegian Cruise Lines. Please see attached letters. I had insurance through AON and they had denied my claim. I am still owed a balance of $13,744.96. I don't care if Norwegian or AON refund my money but this is not my fault that I missed the cruise and i paid for insurance.Initial Complaint
03/15/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
We had a cruise booked on Norwegian cruise lines from 1/13 thru 1/18 and bought insurance from AON Wifes mother got sick and was possibly needing a bone marrow transplant, so we cancelled cruise to see if wife was a possible donor, unfortunately her condition worsened and she passed a month later AON wants a Dr note Which we do not have As this was verbal between caregiver and wife and relatives (out of state)Also the day our ship was to return the *** shutdown cruises due to the virus We purchased this insurance in good faith and they have denied our claim and denied any refund or told the cruise line (for a possible future cruise credit)
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Customer Complaints Summary
12 total complaints in the last 3 years.
1 complaints closed in the last 12 months.