Reviews

Review Details

• Review fromCherie W

  Date: 02/17/2023

  4 stars
  I was pleased overall with ***. I received the reimbursement I requested in a reasonable amount of time - about 1 month. The online process was a little difficult to understand and I had to have my travel agent assist me. I did also contact the Guest ******************** per the recommendation of my travel agent. That *** have been the difference in what and how quickly I was reimbursed.

• Review fromJAMES K

  Date: 02/17/2023

  4 stars
  We had to cancel a ********* trip in June 2022 due to my adult daughter's sudden severe illness that required ** to remain home and provide care. Even though my daughter was not going on the trip, just my wife and I, *** came through with a full refund! My only complaint was that it took several months due to a backlog of claims driven by COVID. Aon proactively notified me of the probability of a delay and asked for patience, and followed up as the delay continued, but in the end we got our refund! Hopefully others who experienced delays in 2022 as noted in several other reviews will have a happy ending too.

• Review fromBruce S

  Date: 02/17/2023

  4 stars
  While reading many other reviews, ours may be the exception. We also had to cancel our Royal Caribbean cruise in early December due to an accident and hospital stay. Between contacting RCCL as well as AON Affinity the two companies walked me through what was necessary to file a claim. We received our port charges and other fees from Royal Caribbean pretty quickly and our claim was settled by AON in about 40 days. I understand how a backlog of claims can delay settlement so when I was told (after 30 days) that it may be a bit longer I did not pressure the company. I appreciated the fact that they continued to contact me to say that our claim was still in review but would be settled soon. After about 1 1/2 months we received our full request for refund. Not a bad timeline under the circumstanses.

• Review fromDanny S

  Date: 02/17/2023

  4 stars
  I don't understand the other reviews here. Yes, turn-around was slow and we were advised of this. The filing process is confusing and we had two claims to file but required different processes and different websites. But our claim for the portion of out trip missed due to COVID was refunded to our satisfaction. We have no complaints.

• Review fromRick E

  Date: 02/17/2023

  5 stars
  Outstanding experience. Company was response and helpful returning deposit due to a medical issue.

• Review fromDiana G

  Date: 02/17/2023

  1 star
  I filed a claim with Aon Affinity due to our cruise being interrupted on 8/27 due to my husband testing positive for Covid; therefore, we didnt get to go. On 8/31 I filed a claim and finally got a partial payment on 12/2. One check was in my husbands name for the interruption of his trip and the other check was in my name for trip delay claim. We received the checks on 12/5 and I called and asked when we would receive the checks for the reverse and they proceeded to tell me I should have filed 2 claims. No one told me that at any point and time. I needed to file an appeal then. I filed an appeal then again on 1/8 and then again on 2/9 and get the same response - we are so busy and have so many claims it will be another 30 days. How can a claim take 6 months to get resolved. For a company who wants their money paid in full months in advance, they have terrible customer service!!

• Review fromLisa V

  Date: 02/16/2023

  1 star
  Horrible!!! We filed our claim OCT 1 2022. All we get is excuses, then they ask for more info. We confirm they have everything then we reach out & they ask for something new! 5 months and NOTHING! EXCUSES after EXCUSES! I dont know what else to do!

• Review fromPatricia O

  Date: 02/15/2023

  1 star
  Filed a claim September 9th, it is now February 15th. Still getting the run around. Would not recommend.

• Review fromJustin S.

  Date: 02/15/2023

  1 star
  Horrible service. Couldn't make cruise due to an ice storm. Was on the plane on the runaway on time. Flight was called back to airport due to freezing rain. Flight reboarded at 11am and sat on tarmack untill 1 hour before the time the cruise would allow boarding confirmed by cruise line we would not be let on. ****** left the airport after the time to be able to make it on the cruise. My claim is denied because its a non covered reason to cancel the cruise. Not making it due to a weather emergency that shut the airport down for the day be for an the day off is a reason. My flight did leave one hour before the ship left port 2.5 hours away. My baggage went to the destination and it arrived 1 hour and 27 mins after the cruise had left the terminal. Called multiple time to the cruise line and everyone I talked to said this is an exceptable reason to file a claim.

• Review fromSharyl Q

  Date: 02/14/2023

  1 star
  Aon Affinity is a dishonest Insurance company Cruise was cancelled by the cruise line because of hurricane **** September 29 to October 3 2022. We were stuck in a hotel at ************** for 3 days waiting for the airport to open back up. Filed for trip cancellation and reimbursement of expenses incurred because of Cancellation on October 3, 2022. My claim shows closed but when I call they assure me they are working on it, call back in 30 days. My belief is that they hope customers give up and do not follow up on the claim so they can avoid paying it. It's been 4 months, get it together AON. I would never purchase through this company again. Wish I could give it minus stars.