AON travel insurance claim

[Babr]

https://www.carnival.com/legal/covid-19-legal-notices/covid-19-refund-cancellation-policy

 

Did you submit the information to Carnival? It appears the refund should come from them.

[drbeamer]

I’m still waiting……no response from AON since November, when they asked for documents that I up loaded in August. Anyone else get any results yet?

[GeezerCouple]

On 9/22/2022 at 7:33 PM, GeezerCouple said:

 

Have you considered contacting your state's Insurance Commissioner's Office?

Insurance is regulated by the states....

Good luck!

 

GC

 

What happened when you contacted your state's Insurance Commissioner's Office?

Were they unable to help?

 

GC

 

[drbeamer]

1 hour ago, GeezerCouple said:

 

What happened when you contacted your state's Insurance Commissioner's Office?

Were they unable to help?

 

GC

 

Hi GC,

 

I called them and they told me to file a complaint. I am going to wait until 6 months has past, which will be around 3/1/23. I'm just hoping that they will process it before then. If not, I will do the complaint process and let you know what happens.  The state did say that the insurance company is required to respond them in 10 business days. But the consumer just gets lip service. Nuts

[GeezerCouple]

8 minutes ago, drbeamer said:

Hi GC,

 

I called them and they told me to file a complaint. I am going to wait until 6 months has past, which will be around 3/1/23. I'm just hoping that they will process it before then. If not, I will do the complaint process and let you know what happens.  The state did say that the insurance company is required to respond them in 10 business days. But the consumer just gets lip service. Nuts

 

Wow.  You are far more patient than we would have been!

I hope there is not any deadline involved.

 

One time when we had something similar (not travel related), as soon as we stated that if we didn't have a resolution by date/time, we'd contact [name of regulatory agency].

We had the online complaint all typed up, ready to "click and send".

About 20 minutes *after* the time on that date (the time had been 5pm, end of business day), we got a frantic phone call along the lines of "No, NO, please don't...!"

Ah... but we had stated, in writing, some days in advance... "by 5pm".

At about 5:10, we simply clicked "send". 🙂

But we didn't say a word about that until we had received the check *and* cashed it!

And yes indeedy, the regulatory agency did respond, and we received copies of all the correspondence, which we hadn't expected.

 

I think this approach, a regulatory agency/etc., is a fine idea if one has exhausted other reasonable actions and still not gotten any resolution... or perhaps not even an acknowledgement.

 

Good luck.  It can be incredibly frustrating!

 

GC

[signacio777]

My husband & I were set to sail on the Royal Princess when my BIL died 3 days before our sail date of 01/06/23.  Since it was a comp cruise booked through the casino, I was told to cancel through that dept.  It took me several calls, many hours of waiting for return calls, and 3 days to finally cancel this cruise!  It was cancelled through the regular 800 Princess number after I complained of being given the runaround by the casino dept.  A refund of our port fees, etc., back to our cc, took less than week.

 

After reading about all the bad reviews and experiences people have had with Aon, I had doubts that we would ever get a refund of our cruise fare (we paid to upgrade from the comp Interior stateroom to a Balcony).

 

After my SIL gave us a copy of the death certificate, I filed a trip cancellation claim online with Aon on 01/19.  I uploaded a copy of the death certificate, the cancellation notification from Princess, and also our BIL's obituary from the SF Chronicle (online) with our names highlighted, just in case. 

 

We received an email from Aon last night stating our claim was approved and that we will receive a check in 3-5 business days.  The only thing that was not covered was the amount we paid for the vacation protection.

[drbeamer]

@GeezerCouple Hi, just received check from AON. I took your advice and filed complaint with state insurance board. They called directly after the complaint was filed with many excuses. They admitted they had all documents since August. They could not explain why they asked in November for duplicate documents. I will get a complete report from the state and let you all know what it says. I would advise people not to buy insurance from the cruise line. 

[GeezerCouple]

5 minutes ago, drbeamer said:

@GeezerCouple Hi, just received check from AON. I took your advice and filed complaint with state insurance board. They called directly after the complaint was filed with many excuses. They admitted they had all documents since August. They could not explain why they asked in November for duplicate documents. I will get a complete report from the state and let you all know what it says. I would advise people not to buy insurance from the cruise line. 

 

Thanks for the update, and we are very glad you got the check!

 

This further confirms that when a vendor is seemingly playing games/making up excuses, a regulatory agency is the place to turn.

And some types of companies are more regulated than others.  Insurance and investment firms are among those with good regulatory oversight.

 

We learned not to wait "too long" to turn to them.  That's one of the reasons they are there, after all.

 

GC

[inhogheaven]

British Airways paid our claim for missing all our connections and one day delay within 35 days. There is a powerful Travelers Rights law in the UK our TA told us. They didn't cover missed non-refundable hotel reservations as it states on their website. We turned that in to AON in January 27, 2023 because we knew they would have the summer full of claims to process. They emailed that they have the BA documentation they need. Today they emailed that they are waiting for the docs. Cust. Serv. told me that the last letter was system generated. I wonder if AON is cash strapped and that's why the delay? They've probably never had this many claims - they've been rolling in high cotton for years. I know I won't buy their insurance again. I will look to a broker like one of you suggested. I will give AON another 30 days and then send a letter to our state insurance commissioner.

I cannot imagine having thousands of dollars of medical and transportation bills to have paid out of pocket and still waiting for compensation like so many of you have done. 13 cruises worth of insurance premiums I've paid without a claim and these kinds of timelines are the best they can do? Shame.

[drbeamer]

@inhogheaven Just file the complaint with the state. That’s the only way they will address your claim. The customer service people are located in The Philippines. The claims department is in New Jersey. There is no way for a customer to speak to the actual adjusters in NJ. The agents in the Philippines just read from a script and always end with “Please give us another 30 business days”. It’s almost like you are penalized for calling. After I filed complaint, someone from NJ called and said they had had all the documents since August. Very apologetic, but couldn’t explain what happened. 

[KenP]

Here is  another data point on problems with AON paying claims.  I appreciate everyone's advice in this thread.  Bottom line:  Claim was finally paid 9 months after initial filing, with $200 interest. The action that got it paid was using Florida's handy Insurance Regulators webform to file a formal complaint (paid 2 weeks after filing complaint with state).

 

Details for those that are interested (copied from my complaint to the state).  Oh and by the way, because some people wonder, yes we were vaccinated with every available vaccine and boosters.

 

Travel Insurance Claim

Unpaid claim for $3000.

 

Underwritten by: Nationwide Mutual Insurance Company and Affiliated Companies, Columbus, OH

Program Name: Princess Vacation Protection – Platinum

Your plan is administered by: Aon Affinity

 

Date of Loss: August 27, 2022

Date filing Insurance Claim September 5, 2022.

Last Communication from Insurance: November 15, 2022

Claim has not been paid.

Claim has not been denied.

Being "ghosted" by the insurance company.

Last letter sent to Insurance company:Mar 7, 2023

 

Type of Claim:

Travel Insurance / Trip Delay home

 

Brief Summary of Claim:

Claimants took an Princess  cruise with travel dates of 18AUG2022-30AUG2022.  We bought travel insurance (Princess Platinum Vacation Plan) through the Princess cruise line 09MAY 2022.

 

 On 27AUG2022 Claimant#1 was diagnosed with COVID-19.  Claimant#2 Subsequently was also diagnosed with COVID-19. Both travelers were evaluated by MD and put under medical isolation.  Therefore both travelers were not able to take scheduled flight home on 29AUG2022, and instead had to isolate in hotel for additional days, at travelers own expense, including 29AUG2022-05SEP2022.  Travelers flew home 05SEP2022 after completing the medically required isolation.

 

Additional expenses (hotel room x 7 nights= $1943.19 , airline change fees =$1210) total $3153.19.

 

The policy has a limit of $1500 per person for Trip Delay, so the Total Claim should pay $3000.