After filing AON cruise insurance claim how long until you heard back?

[aboveH20]

First, an old person rant. I miss the old days when you could call a company, speak with someone who had worked there for 18 years, and get the correct answer. Now everything is online, filling in forms, and waiting.

We canceled our Dec. 28 cruise because our flight was delayed and because of the bomb cyclone is was impossible to get a different flight. We filed a claim with the DCL company, AON, and are waiting.

How long do you think the wait will be?

 

[Max02215]

We didn't have to cancel our cruise, but used AON for trip delay coverage last January. in our experience, It took a few months for them to pay out the claim.

 

[aboveH20]

We didn't have to cancel our cruise, but used AON for trip delay coverage last January. in our experience, It took a few months for them to pay out the claim.

WOW! I guess I shouldn’t be too surprised that it takes forever.

We don’t know if we’ll get a refund or cruise credit, but either way we’re a bit hesitant to book another cruise because our flight was two days ahead and we still didn’t make it.

 

[aboveH20]

Any other cruisers have experience filing claim with AON?

 

[ironz]

I don't know about AON, but travel insurance claims are taking a very long time-- we're still waiting on a claim from September 2022 (DH had an accidental injury that kept us from traveling). The claims people told us at least 100 days for processing, between COVID claims, hurricanes, and staffing issues. Be patient, but good luck!

 

[MomOTwins]

We heard back after about a month.

 

[dwg]

Last year we cancelled a DCL cruise due to medical reasons and filed a claim through DCL insurance AON. I made sure we had all documents completed before filing the claim. We received our refund from the claim in about two weeks along with a thank you for providing all needed information.

So I think the answer is it really depends on each situation. I am guessing that with all the recent flight delays and bad weather the travel insurance companies must be inundated with claims. To the OP's comment about everything being online, we did file our claim online but I called to speak to someone at AON first and they walked me through everything that needed to be done before filing the claim and assured me that I had time to start the claim and upload the required documents. As a result I made sure I had all the documents in order before filing the claim.

You should also be able to see the claim status online or call AON to find out the claim status.

 

[aboveH20]

Aggravating update

More than a month has passed since our cancelled cruise. A week ago I got an email from AON asking me to get written verification from United about our inability to get a flight to San Diego. I have requested that documentation from United but I can’t imagine that’s very high on their priority list

Frustrating to be sure

 

[PsylockeSmythe]

Aggravating update

More than a month has passed since our cancelled cruise. A week ago I got an email from AON asking me to get written verification from United about our inability to get a flight to San Diego. I have requested that documentation from United but I can’t imagine that’s very high on their priority list

Frustrating to be sure

Last year, I had to file a insurance claim against our trip insurance that was purchased for our flights for our Alaskan Cruise. This was a separate policy that was purchased with our airline tickets. We had no issues on the outbound flight to Vancouver, but the return flight got cancelled that morning due to weather in Dallas (we were at the checkout desk of the hotel when we got the notice of the cancelled flight). I spoke with the insurance carrier, and they also wanted a letter from American stating that the claim was due to cancellation due to weather. The person I spoke with at the carrier, stated that I can file the claim at any time. It took American close to 5 months to get me the letter that the insurance carrier wanted. American kept apologizing and giving me air miles instead of the letter. I finally got them to understand what I needed.

I was finally able to get the claim filed in November of last year and it took the insurance carrier about 3 weeks to send me a check.

You will more than likely have to continue to bug United for the letter.

Psy

 

[aboveH20]

Last year, I had to file a insurance claim against our trip insurance that was purchased for our flights for our Alaskan Cruise. This was a separate policy that was purchased with our airline tickets. We had no issues on the outbound flight to Vancouver, but the return flight got cancelled that morning due to weather in Dallas (we were at the checkout desk of the hotel when we got the notice of the cancelled flight). I spoke with the insurance carrier, and they also wanted a letter from American stating that the claim was due to cancellation due to weather. The person I spoke with at the carrier, stated that I can file the claim at any time. It took American close to 5 months to get me the letter that the insurance carrier wanted. American kept apologizing and giving me air miles instead of the letter. I finally got them to understand what I needed.

I was finally able to get the claim filed in November of last year and it took the insurance carrier about 3 weeks to send me a check.

You will more than likely have to continue to bug United for the letter.

Psy

Wow! Not very encouraging but I'm glad to hear about "real life" experience.

I told AON I'd be glad to take a lie detector test to verify that what I put in my claim was the truth, but I expect they'll want to hear directly from United.

 

[aboveH20]

Filed a claim exactly two months ago. Still waiting. Not impressed.

 

[braysmommy]

We didn't use AON but a different third party company for a cruise we canceled at the port due to a positive covid test. Filed the claim the day we got home and 3 months later, after basically no communication, a check for the full amount showed up in the mail.

 

[Sleepyluke]

WOW! I guess I shouldn’t be too surprised that it takes forever.

We don’t know if we’ll get a refund or cruise credit, but either way we’re a bit hesitant to book another cruise because our flight was two days ahead and we still didn’t make it.

You may have this covered, but make sure you get United to say that there were no flights from your cancelled flight time to the actual departure of the cruise. If it was 2 days before, they may come back and say you should have flown the next 2 days or whatever. May cut out a go back to United and an extra month of frustration.

 

[ironz]

Not with AON, but it took a full 5 months to finally get our insurance claim taken care of. We had to cancel a Disney cruise in September only a few days before our travel date, thanks to a completely unexpected accident my husband had, resulting in a broken bone that required surgery.
I filed all of the paperwork, sometimes more than once. Was told that processing was taking an average of 90-100 days. Started calling every two weeks after that, only to be told it was "pending." Finally found that the insurance seller (an easily searchable website that we can't post links to on this board) has a claims advocate. I think that is how we finally got it pushed to settle the claim.
Patience and being nice didn't hurt, but also persistence and being firm also helped.

 

[DVC96]

We had to cancel our DCL cruise due to medical reasons in 2019. AON was prompt with our refund - I believe it was only 2-3 weeks.

 

[aboveH20]

We didn't use AON but a different third party company for a cruise we canceled at the port due to a positive covid test. Filed the claim the day we got home and 3 months later, after basically no communication, a check for the full amount showed up in the mail.

That was a nice surprise -- the check, not the covid -- except that it took three months.

I will not be using AON again.

You may have this covered, but make sure you get United to say that there were no flights from your cancelled flight time to the actual departure of the cruise. If it was 2 days before, they may come back and say you should have flown the next 2 days or whatever. May cut out a go back to United and an extra month of frustration.

Thank you. At this point I don't know if United can look back and see that there were no flights available. I wish the insurance company could believe me when I say we were packed and at the airport (dog boarded, mail and newspaper held, etc.) and REALLY wanted to see our son for the first time in almost two years and go on a cruise with him. We didn't just decide on a whim not to go.

We were careful to limit our activity pre-cruise so as not to contract covid that as a matter of principal I did not want to say we were exposed even though I believe that was a "sure fire" excuse.

Not with AON, but it took a full 5 months to finally get our insurance claim taken care of. We had to cancel a Disney cruise in September only a few days before our travel date, thanks to a completely unexpected accident my husband had, resulting in a broken bone that required surgery.
I filed all of the paperwork, sometimes more than once. Was told that processing was taking an average of 90-100 days. Started calling every two weeks after that, only to be told it was "pending." Finally found that the insurance seller (an easily searchable website that we can't post links to on this board) has a claims advocate. I think that is how we finally got it pushed to settle the claim.
Patience and being nice didn't hurt, but also persistence and being firm also helped.

Good to know!

Part of the frustration is not knowing if we will eventually get cash back (I'm not too hopeful) or future cruise credit. It's getting late to book another winter cruise and my husband won't want to go once golfing season starts -- nor do I. I want to get out of the snow, even if just for a few days.

I'll definitely be looking into the insurance advocate.

We had to cancel our DCL cruise due to medical reasons in 2019. AON was prompt with our refund - I believe it was only 2-3 weeks.

Nice to hear a positive outcome. On the once hand I'm trying to give AON a break because I know all companies are having staffing issues, on the other hand I wonder for how long companies can blame poor customer service on staff shortages.


I appreciate everyone who's taken time to post. It's good to hear other people's experiences.

 

[Sykes]

As another (non-AON) datapoint: We used AIG and had to file a claim in the middle of last year. It took 3 months to the day to even get an adjuster assigned to our case. Fortunately, once they were assigned it went pretty quickly--they asked for two pieces of follow-up documentation in the first week, one more piece of follow-up documentation a week later, and then we had a check in hand two weeks after that. All-in-all it was about 4 months total from when we filed the claim until we had a check.

 

[Sleepyluke]

Thank you. At this point I don't know if United can look back and see that there were no flights available. I wish the insurance company could believe me when I say we were packed and at the airport (dog boarded, mail and newspaper held, etc.) and REALLY wanted to see our son for the first time in almost two years and go on a cruise with him. We didn't just decide on a whim not to go.

Another possibility that would require a little digging on your part, but may be worth it in the end. There are some flight tracking websites, and maybe even United itself that you can see past flights, possibly FAA. This is an example, but if you are San Diego to Orlando on a Thursday that was your original flight, you can note that it was cancelled, then find all the San Diego to Orlando from then until probably Friday midnight that would get you there before the ship left on Saturday. Unfortunately I think you are going to have to show that there was not an option to get there even significantly delayed. They would much rather pay out for the 2 hotel room nights than the entire cruise.

All of that is tracked, it is just a matter of finding the right place to get the information. Even if it is not from United, it is pretty good evidence.

 

[aboveH20]

As another (non-AON) datapoint: We used AIG and had to file a claim in the middle of last year. It took 3 months to the day to even get an adjuster assigned to our case. Fortunately, once they were assigned it went pretty quickly--they asked for two pieces of follow-up documentation in the first week, one more piece of follow-up documentation a week later, and then we had a check in hand two weeks after that. All-in-all it was about 4 months total from when we filed the claim until we had a check.

Okay, so I guess the good news is that it's an industry thing (why should i be surprised when it comes to insurance) not just AON. 4 months, sheesh!

Another possibility that would require a little digging on your part, but may be worth it in the end. There are some flight tracking websites, and maybe even United itself that you can see past flights, possibly FAA. This is an example, but if you are San Diego to Orlando on a Thursday that was your original flight, you can note that it was cancelled, then find all the San Diego to Orlando from then until probably Friday midnight that would get you there before the ship left on Saturday. Unfortunately I think you are going to have to show that there was not an option to get there even significantly delayed. They would much rather pay out for the 2 hotel room nights than the entire cruise.

All of that is tracked, it is just a matter of finding the right place to get the information. Even if it is not from United, it is pretty good evidence.

Interesting and worth a try. Thank you.

 

[JWG]

We had to file a clam via a 3rd party that wasn’t Aon, it took us 5 weeks to get paid.