How long is Aon Affinity taking to reimburse claims?

[venussuz]

55 minutes ago, fairie1960 said:

Well, here it is December, and I STILL haven't received anything from my AON claim that I filed back in August.  I know insurance companies aren't in a hurry to give you back your money when you have a valid claim, but...sheesh.

 

Anyone have a different insurance provider that they can recommend?  We've stopped booking cruises until this is resolved, but now that it's still not been resolved, we're looking for other providers that might not be so slow to adjudicate valid claims.  Seems they took my payment when I booked the cruise fast enough😉

 

Thanks for any advice!

We have a cruise booked for May but I haven't and won't pay anything more than the deposit until we get the trip interruption reimbursement from Aon and the per diem for food from Princess. Final payment required early February - good chance I, at least, will be cancelling.

I had planned to use Allianz if this cruise happens as both the price and protection are better than AON. 

[drbeamer]

@fairie1960 ….I’m in the same boat😎. Filed in August, submitted all documents twice because in November they asked for one that was previously submitted. Status is still in progress. The state of NH recommended that a file a formal complaint with the state. They said company must respond to them in 10 business days. Guess I will do this if I don’t get any results this month. Just ridiculous if you ask me. I called AON….complete BS. They can’t answer any questions.

 

I usually use Travelex. More expensive, but get what you pay for. Lesson learned. 
 

 

[billco]

1 hour ago, drbeamer said:

@fairie1960 ….I’m in the same boat😎. Filed in August, submitted all documents twice because in November they asked for one that was previously submitted. Status is still in progress. The state of NH recommended that a file a formal complaint with the state. They said company must respond to them in 10 business days. Guess I will do this if I don’t get any results this month. Just ridiculous if you ask me. I called AON….complete BS. They can’t answer any questions.

 

I usually use Travelex. More expensive, but get what you pay for. Lesson learned. 
 

 

We also filed claims in August for "trip interruption reimbursement from Aon and the per diem for food from Princess." My CVP called someone in the know who suggested I send an email to customerrelations@princesscruises.com with the subject line marked ATTN: POST CRUISE ESCALATION. While I'm as upset as anybody I'm not going to shoot myself in the foot by cancelling cruises. 

[Buckeye10640]

10 hours ago, billco said:

We also filed claims in August for "trip interruption reimbursement from Aon and the per diem for food from Princess." My CVP called someone in the know who suggested I send an email to customerrelations@princesscruises.com with the subject line marked ATTN: POST CRUISE ESCALATION. While I'm as upset as anybody I'm not going to shoot myself in the foot by cancelling cruises. 

For what its worth, I filed in March for trip interruption (cancelled return flight). It took 6 months but was paid in full - hotel, meals. transportation 

[venussuz]

On 12/17/2022 at 7:05 PM, Buckeye10640 said:

For what its worth, I filed in March for trip interruption (cancelled return flight). It took 6 months but was paid in full - hotel, meals. transportation 

THAT is what is bothering me -  on Tuesday, the 20th, it will be 6 months from the day we (6 of the 8 in our group caught Covid despite masking) filed for trip interruption with Aon. We have made no progress with them, other than being requested three months in a row to file the same paperwork on the 29th. That was in August, September and October though, and no new paperwork has been filed since September, yet I haven't received a dime from Aon or Princess and I'm fed the same line each time I call. Which is why I won't use Aon again, and quite possibly move on from Princess as well.

[drbeamer]

I’ve decided I’ll wait until 6 months have passed since the August date that I up loaded all the documents to AON. So tired of them and their useless customer service. Then I will file complaint with the state of NH insurance department . The state did tell me they must respond to them in 10 business days, but not the customer! Duh. I will never buy insurance from a cruise line again. NCL itself is no help, even though they sell this substandard product 

[CalicoCruiser723]

My definition of AON insurance:  A necessary evil.  Can’t live with it and can’t live without it.  Hurry up and wait… I could go on…Ugh.

[PacnGoNow]

On 12/19/2022 at 12:01 AM, venussuz said:

THAT is what is bothering me -  on Tuesday, the 20th, it will be 6 months from the day we (6 of the 8 in our group caught Covid despite masking) filed for trip interruption with Aon. We have made no progress with them, other than being requested three months in a row to file the same paperwork on the 29th. That was in August, September and October though, and no new paperwork has been filed since September, yet I haven't received a dime from Aon or Princess and I'm fed the same line each time I call. Which is why I won't use Aon again, and quite possibly move on from Princess as well.

Did you get covid before the cruise and gave to cancel?  Or, OB and asking for FCC’s?

Can’t believe it’s so long. 

[venussuz]

1 hour ago, PacnGoNow said:

Did you get covid before the cruise and gave to cancel?  Or, OB and asking for FCC’s?

Can’t believe it’s so long. 

We caught Covid onboard, ranging from day 5 to day 16. No FCC involved because we were told we had to go through AON. I applied through Princess to be reimbursed for meals during the 5 days required stay at a Covid hotel in October (applied in October - had Covid in June). No response from Princess or Aon other than emails confirming they received required documents (Aon) or received my request for the per diem for meals (Princess). 

[PacnGoNow]

21 minutes ago, venussuz said:

We caught Covid onboard, ranging from day 5 to day 16. No FCC involved because we were told we had to go through AON. I applied through Princess to be reimbursed for meals during the 5 days required stay at a Covid hotel in October (applied in October - had Covid in June). No response from Princess or Aon other than emails confirming they received required documents (Aon) or received my request for the per diem for meals (Princess). 

That’s crazy.  I hope you hear soon. 

[Sailin Gal]

We've had nightmares with both AON and Princess trying to get reimbursement for expenses and our FCC after DH spent the last 4 nights of 7 night cruise in covid quarantine.  We filed the claim with AON immediately after returning home early September, and they sent us checks in November, but the amount was just a fraction of what we submitted for reimbursement (all we submitted to them was hotel and travel change expenses, along with ALL receipts and ALL documentation from the ship regarding the covid test results, quarantine process, and disembarkation instructions).  The real problem has been that they have provided no information as to what was or was not covered, and the amount of the checks (we are not cashing until this is resolved) do not correspond to any of the expenses we submitted.  After hours on the phone with them and multiple agents/supervisors, I waited weeks for a c/b from a 'claims specialist' who couldn't figure it out either.  She said she was referring it back to the adjustor and they would contact me within 2 weeks.  Here we are more than a month later and nothing from them.  Spent more time on the phone with them today and they don't seem to have any way to connect us with anyone who knows anything.  

 

As for Princess, we patiently waited 4 months and still have not received the FCC or per diem.  A couple more hours on the phone today with them and hopefully their customer relations will get that taken care of now.  I have more faith in PCL customer relations staff than the AON staff.

 

We also had things booked outside of Princess during and after the cruise that I had a separate insurance policy on, and they paid 100% of submitted expenses promptly.  Will definitely use that insurance company again in the future instead of anything offered by the cruise line.

 

We've been very disappointed with Princess, from the poor handling of the quarantine process on board, and now the aftermath.  Awful customer service.  I think if we ever get that FCC, it will be use for our last sailing with Princess.  We really wanted to love Princess since they've returned to TX, but they can't treat customers like this and expect us to continue giving them our business.

[san diego sue]

There may be better ways now to handle some claims.

We have the platinum Insurance through Princess (AON).

Two weeks ago had to cancel a cruise that we would have gone on this week . Hubby is ill. All I  wanted was FCC. My travel agent said she would take care of it for us (I was pretty distraught with Hubby's being sick). She called Princess who said she had to go through AON even though all we want is FCC.

On line she was asked to select either cash refund or FCC. She selected FCC. Then she spoke to someone live at AON. They told her for FCC they would refer it back to Princess to apply our FCC.

That was done and four days later it was in my account. Day after I cancelled a portion was also a credit on my credit card. So now cancel for any reason seems to be an easier process.And I am so thankful I have a travel agent that knew how to handle things smoothly for me.Probably could have asked for a refund but would probably be waiting forever for the money and I couldn't deal with paperwork right now.

[venussuz]

On 1/4/2023 at 8:02 PM, san diego sue said:

There may be better ways now to handle some claims.

We have the platinum Insurance through Princess (AON).

Two weeks ago had to cancel a cruise that we would have gone on this week . Hubby is ill. All I  wanted was FCC. My travel agent said she would take care of it for us (I was pretty distraught with Hubby's being sick). She called Princess who said she had to go through AON even though all we want is FCC.

On line she was asked to select either cash refund or FCC. She selected FCC. Then she spoke to someone live at AON. They told her for FCC they would refer it back to Princess to apply our FCC.

That was done and four days later it was in my account. Day after I cancelled a portion was also a credit on my credit card. So now cancel for any reason seems to be an easier process.And I am so thankful I have a travel agent that knew how to handle things smoothly for me.Probably could have asked for a refund but would probably be waiting forever for the money and I couldn't deal with paperwork right now.

At this point I'd gladly settle for FCC as I have a cruise payment due in a month that won't be happening without some form of payment from Aon. Not because I can't afford it but because I have zero faith in Princess making things right should anything go wrong. Yes, I was going to get different travel insurance but Princess messed this up in every way possible, from telling me to go wait in my cabin for a doctor one afternoon and not showing until my roommate called to tell them I was very sick 36 hours later. Every step after that has been either missed, delayed or obstructed by Aon/Princess' constant litany of "We're very busy right now, we'll help you when we can." 

I'm very pleased to hear you got a positive resolution, but I don't believe it will happen for myself and others  without going through legal means.