aon travel claim time

Get organized, don't be afraid to follow up: How to make your travel insurance claim go faster

What do you do if your travel insurance claim takes forever to process? Peter Hoagland had to answer that question after his payment request dragged on for months.

Hoagland, a consultant from Warrenton, Virginia, took a bucket list cruise to Alaska this summer with a land tour extension. 

"The trip was fantastic," he recalled. "But while I was on the ocean, I had a seizure. I couldn't speak for about 10 minutes. My wife and I wanted to see if it was leading to something else or if we needed to come back."

Hoagland visited the ship's infirmary, where the staff ran a few checks, concluded he was fine and presented him with a $1,000 bill. He submitted the invoice to his travel insurance company. A representative assured him it would take only a week or two to process the claim. But six weeks later, he had heard nothing.

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He's not alone. Travel insurance companies are backed up with claims from a busy summer and an unexpectedly active fall travel season. But you can speed up the claims process by being meticulous about your paperwork – and by being persistent. And if all else fails, you can do what Hoagland did. Below, I'll let you know how he fixed his claim.

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Record claims mean record slowdowns

"Travelers are filing claims with their travel insurance providers in record numbers," said Rajeev Shrivastava, CEO of VisitorsCoverage.com, a travel insurance marketplace. "This results in an industrywide delay in claim approvals."

That's not uncommon in a business as highly regulated as insurance, as I explain in my guide to travel insurance . And those delays could carry over into the fall and winter, according to experts.

"Travel has seen a dramatic rebound in 2022 , which is great news for the industry," said Beth Godlin, president of Aon Affinity Travel Practice. But this surge in travelers also has implications for insurance claims – which may be delayed.

Is there a way to make your travel insurance claim go faster? As a matter of fact, there is.

Ways to make your travel insurance claim move faster

You should start worrying about your claim if it had been a month since filing. Most major travel insurance companies process claims within two weeks, except for the most complicated ones. So if yours wasn't complicated, it might be stuck – or lost.

Here's how to avoid a travel insurance claim slowdown:

► Keep your receipts.

Claims get bogged down when you don't send enough information to your insurance company, said Daniel Durazo, director of external communications at Allianz Partners USA. 

"In order to process your claim quickly and accurately, travel insurance providers need all the information they require – including receipts for expenses, documentation of the cause of the cancellation or interruption and documentation of any refunds already received," he said.

That's easier said than done. During an emergency, keeping a receipt is often the last thing that crosses your mind. So when trouble hits, let your inner accountant do its thing. Take pictures of every receipt and bill. You may need them later.

► Triple-check everything.

"That's the biggest piece of advice I have," said Terry Boynton, president of Yonder Travel Insurance, a travel insurance comparison site. "Triple check you're submitting everything requested on the claim forms."

Boynton says Yonder's customers experience the longest claim delays when they don't submit everything requested on the claim forms. If a claims analyst can't process a claim because of missing documentation, the adjuster will ask for more information. But that email too often ends up in a claimant's spam folder, Boynton added. So remember to check your junk mail.

► Be a little pushy.

That's the advice of Damian Tysdal, founder of the travel insurance site CoverTrip.com. He recommends following up within a week of filing your claim to make sure the travel insurance company has everything it needs. "Being proactive can help," he said.

When a travel insurance company is overrun with claims, it's easy for one or two to fall through the cracks. You don't want that to happen to your claim. Too often, follow-up emails requesting more information can get lost in the shuffle, and that can lead to more delays. The only way to make sure your travel insurance claim is on track is to ask.

If your travel insurance company misses a self-imposed deadline, you're not being too pushy. So, for example, if a representative says you'll get a notification in 15 days and the company misses the deadline, it's OK to call. But calling once a week to "check" may be too much.

How to prevent a long travel insurance claim 

There are ways to avoid having a long claim process. One of them is to get insurance with a company that has a more automated claims processing system. For example, Allianz has a proactive payment system called SmartBenefits that can automatically track your flights and send you $100 per insured person when you experience a delay long enough to trigger a payment.

You can also choose an insurance company with a reputation for speedy claims. Faye Insurance handles its claims in-house, which accelerates the claims process, according to Jeff Rolander, the company's director of claims. 

"We respond to customers' claims submissions within 24 hours, and if all the necessary information is provided upon submission, aim to resolve the claim in 48 hours," he said.

So how did Hoagland get his claim fast-tracked? He found the email for his travel insurance company's chief claims officer on my consumer advocacy site . "She responded immediately," he said. "Within two days, I received a phone call telling me my claim was approved for the total amount."

► Understand your policy.  One of the biggest mistakes travelers make is failing to carefully read their travel insurance policy. Then they file a claim for something that isn't covered, which can lead to a long wait – followed by a rejection. "Understand what your travel insurance plan can and cannot do," advised Chiranth Nataraj, CEO of VisitorGuard.com.

► Set realistic expectations.  Even if you do everything perfectly, you still may have to wait, according to professionals. "Don't expect claims to be processed in a week or two," said Stephanie Goldberg-Glazer, owner of Live Well, Travel Often, a boutique travel agency. "It typically takes about a month or up to two months. And some companies may take even longer." Her advice: Be patient. If the claim takes longer than two months, send a polite email asking about the claim. 

► Make a checklist.  Many travel insurance claim forms are detailed, and you can't miss anything, said Tysdal of CoverTrip.com. "Create a checklist of all items they are requiring," he advised. "These will likely be electronic versions, so save them as PDF files with file names that make sense. Submit them as soon as possible."

Christopher Elliott is an author, consumer advocate, and journalist. He founded Elliott Advocacy , a nonprofit organization that helps solve consumer problems. He publishes Elliott Confidential , a travel newsletter, and the Elliott Report , a news site about customer service. If you need help with a consumer problem, you can reach him here or email him at [email protected] .

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• Aon Travel Insurance Review

Before you plan your next trip, consider an Aon travel insurance policy.

No one enjoys paying for unused vacation time, and that is what Aon Affinity travel insurance helps you avoid.

With more than three decades of experience in the travel industry, Aon is ready to provide assistance for all kinds of travel problems from emergency medical to baggage delays.

About Aon Travel Insurance

Arch Insurance Company underwrites Affinity’s policies and markets them under the name RoamRight .

Children are included free of charge on a one-to-one basis with each paying adult traveler, making this company an ideal choice for families.

Aon’s plans adjust to your needs, offering everything from comprehensive to minimal emergency-only coverage.

Financial Stability

The financial ability of any insurance company to meet claims is an integral part of the buying process. If every traveler makes a claim, can Aon Affinity travel insurance fulfill the obligations of its customers?

An A- rating from both Standard & Poor’s and A.M. Best suggest it can.

Even if a major natural disaster affects thousands of travelers, the company is well-positioned to handle the payouts.

Aon Travel Insurance Coverage & Plans

Here is a list of the plans and coverage offered by Aon Travel Insurance.

Elite Travel Insurance Plan

• The Elite Travel Insurance Plan is the most comprehensive plan available through Aon and lets you cancel a trip for any reason. If you have a scheduling conflict, worry about the weather, or if there’s a family emergency, this coverage kicks in to reimburse your related expenses. For each paying adult, you can add a child for free, making this an appropriate option for families and small groups. The policy comes with high coverage amounts for lost baggage or travel delays to help smooth out any issues while on the road. In addition to the listed coverage options, several add-ons and riders are available to cover unusual situations, such as high-risk sports or rental cars. You also have the option to increase medical coverage limits or upgrade your plan to be able to cancel for any reason.

Preferred Travel Insurance Plan

• The Aon Affinity Travel Insurance Preferred Plan includes a standard list of covered reasons to cancel your trip. If you have jury duty or the school year extends unexpectedly, this mid-tier coverage reimburses the cost of a canceled trip. If you purchase this coverage within 21 days of making your trip deposit, it includes preexisting conditions, so you don’t need to carry a special medical rider. For every adult policy, one child under the age of 18 is covered for free, making this a great option for anyone vacationing with kids. While the Preferred plan comes with coverage for the most common travel interruptions, it also has optional add-ons for when you might want a little extra. For example, you can purchase the ability to cancel your trip at any time with guaranteed reimbursement up to the policy maximum or upgrade your travel health insurance to handle any emergencies that crop up while you’re out of the country.

Essential Travel Insurance Plan

• When you need basic travel insurance to cover cancellations for weather, illness, or injury, the Essential Aon Travel Insurance Plan is a solid option. This basic coverage kicks in for a single scheduled trip, paying reimbursement costs for covered travel expenses. If you or a family member get sick or you need to travel back home to deal with issues such as a break-in or flood , you can skip the trip without losing your deposit or any money already paid. You can also add coverage to your existing Essential plan in order to cancel your trip for any reason. Under the standard plan, only listed unexpected circumstances provide reimbursement, but with the cancel any time coverage, you get everything back up to the policy limits, even if the issue wouldn’t be covered under the regular plan.

Pro Plus Travel Insurance Plan

• When buying a trip through a travel agent, Aon travel insurance offers the Pro Plus plan. This plan includes most of the coverage available through the Elite plan, with the notable exception of work-related cancellations. However, if you have a military deployment, or a hurricane threatens your destination, your trip expenses are covered. Besides the basic coverage options, you can also add protection for things like extreme sports activities or equipment rental. With these add-ons, you can plan a fun, adventurous vacation without worrying about any scrapes, dents, and bruises along the way.

Multi-Trip Annual/Trip Cancellation Travel Insurance Plan

• Most Aon Affinity travel insurance plans cover a single trip, but with the multi-trip annual option, you’re covered for an unlimited number of travels all year long. If a trip is fewer than 30 continuous days, it’s covered by this insurance policy. Choose a coverage level that matches your costs from one of four multi-trip policies: $2,500, $5,000, $7,500, or $10,000. Match your trip maximum with your expected costs and enjoy peace of mind when planning a visit to any location.

Aon Travel Insurance Costs

The cost of Aon travel insurance varies depending on coverage levels, the age of the insured, the length of the trip, and several other factors. In general, price ranges between four and eight percent of the trip’s total cost.

If you’re older, the cost of insurance tends to be higher because the included medical coverage is likelier to be needed. Your destination can also impact the price of the policy; if you’re traveling somewhere with higher risks, expect to pay more for travel insurance. For example, a cruise in the Atlantic during the hurricane season might be more expensive to insure than one outside of the storm season.

For those who frequently take trips, annual travel insurance might be the best option. As an example, a 35-year-old Maryland resident can expect to pay a $320 premium for the year. Get a quick quote using the calculator on the company’s website and enjoy 14-day free look period, during which time you can still get a full refund.

If something does happen, and you need to make a claim, you can use the online portal, call the toll-free number, or use the 24/7 mobile app, which makes it easy to start the paperless process as quickly as possible. Once you send in your claim and receive confirmation, the review typically takes no longer than 30 days.

Customer Reviews & Reputation

Part of buying travel insurance is obtaining peace of mind. That means that you want to work with a company that offers excellent customer service in the event of a personal emergency. This company, a trade name for Arch Insurance Company, has no negative reviews on the Better Business Bureau (BBB) website, making it a highly regarded option for those seeking trip insurance.

However, Trustpilot information is less enthusiastic, with a rating of 3/10 and 22 negative Aon Affinity travel insurance reviews. Nonetheless, this is in line with the industry, since many of the larger companies show lower ratings.

Customer Assistance Services

With 24/7 support available through a user-friendly mobile app, you can get in touch with Aon at any time of day, which is essential when traveling across time zones. The RoamRight app has a variety of useful tools including language translation, document storage, travel tips, and emergency contact info and aid.

The website offers an easy and instant quote calculator so that buying travel insurance is a painless process. Policyholders can access their account, view policy details, and start the claims process.

Aon Travel Insurance Phone Number & Contact Information

• Homepage URL: https://www.roamright.com/
• Provider Phone: 1-800-699-3845
• Headquarters Address: 2345 Grand Blvd Ste 900, Kansas City, MO 64108-2685
• Year Founded: 1982

Additional Providers

There are several other travel insurance providers that deserve consideration as well which you can see in our Best Travel Insurance Companies article.

These companies didn’t make our list of top providers but we have created some more detailed reviews  that you can view below:

• Allianz Travel Insurance Review
• Carnival Travel Insurance Review
• Chubb Travel Insurance Review
• CSA Travel Insurance Review
• Expedia Travel Insurance Review
• Hotwire Travel Insurance Review
• IMG Travel Insurance Review
• InsureMyTrip Travel Insurance Review
• JetBlue Travel Insurance Review
• John Hancock Travel Insurance Review
• Medjet Medical Transport Insurance Review
• Orbitz Travel Insurance Review
• Patriot Travel Insurance Review
• Priceline Travel Insurance Review
• Progressive Travel Insurance Review
• Red Sky Travel Insurance Review
• Ripcord Travel Insurance Review
• Travel Insured International
• Travelex Travel Insurance Review
• USAA Travel Insurance Review
• USI Affinity Travel Insurance Review 
• World Nomads Travel Insurance Review

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PLAN DETAILS

This coverage may supplement your existing travel protection plan to help meet certain country requirements or be purchased as a stand-alone post departure plan. country requirements are subject to change and travelers should check the specific entry requirements of each destination prior to arrival to determine whether this product meets your needs. this plan is valid for up 30 days of travel. extended trips require purchase of an additional plan., this plan may be purchased prior to departure to your destination and includes:, travel pro plus travel protection plan details, please note that the benefits listed herein may vary by state. please refer to your state specific documentation for the full terms and conditions of this plan., if you need to file a claim, please visit www.aontravelclaim.com., have a question, call aon affinity at 1-800-343-3553.

Travel Insurance benefits are administered by Aon Affinity and underwritten by Arch Insurance Company, with administrative offices in Jersey City, NJ (NAIC #11150) under Policy Form series LTP 2013. This is a brief overview of the coverages. Subject to terms, conditions and exclusions. This is a general overview of insurance benefits available. Coverages may vary in certain states and not all benefits are available in all jurisdictions. Please refer to your certificate of benefits or policy of insurance for detailed terms, conditions and exclusions that apply.

• Protection Plan Benefits
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Aon affinity travel practice, allianz partners usa.

Aon Trip Insurance   Reviews

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Do not buy travel insurance from Aon Affinity Trip Insurance…

Bought travel insurance from Trafalgar they used Aon. We went to remote areas in Chile, got sick with Covid. Aon refused to pay for hotel after 2.5 hour taxi ride to get to hospital as they say we checked in before the hospital said we had Covid even though we self tested. Also, they refused to pay for a taxi to get us to plane 2.5 hours away to fly home after quarantine. Their fine print says they do not pay for taxis only common carriers. Everyone in the world considers a taxi a common carrier. With no other option to get to the airport we were stuck. Trafalgar tours dropped us on diagnosis. We travel extensively and frequently and will NEVER use Aon again. We spoke to several reps and supervisors asking for reconsideration due to the remoteness and extenuating circumstances. The last supervisor said she would lose her job if she was flexible. What a poor company. Do not use them. The contract is very misleading so you think you have coverage and do not on nitpicking obscure details and ridiculous exclusions.

Date of experience : February 15, 2024

Supposed medical coverage is impossible…

Supposed medical coverage is impossible to file. AON kept needing information that can not be provided.

Date of experience : January 26, 2024

They are the WORST

They are the WORST. I got Covid on a trip to Italy and missed most of the trip. I had to pay for hotels, food, taxis, and the doctor. I missed most of the tour. They didn't cover more than $150 a day in Florence? I couldn't get a hotel there for that much and I was so ill. They made me jump through hoops for 7 months before they paid anything. I had to submit to Medicare even though it was clearly stated that Medicare would not pay for a doctor visit out of the country. Then they made me submit a claim to my secondary insurance who clearly stated they would not pay a dime if Medicare didn't pay. What a waste of time. They knew it from the start, but I still had to submit and wait months to get the rejections. It has caused me so much anxiety and frustration. Never buy AON insurance.

Date of experience : September 28, 2023

The absolute worst

The absolute worst. Had to cancel a trip/cruise for an illness that happened right before the cruise. Submitted all the medical documentation showing there was absolutely no safe way to make the trip as scheduled. Completely denied. What is even the point of having the insurance? Would never buy from them again or recommend them to anyone.

Date of experience : March 15, 2024

Supposed to be affiliated with Princess…

Supposed to be affiliated with Princess cruises but the two companies do not work together to resolve issues. They are a nightmare to work with. No one knows what to do … continually transferred to different people who don’t have answers.

Date of experience : June 16, 2023

I purchased AON Travel Insurance for a…

I purchased AON Travel Insurance for a cruise. While on the cruise, I got sick, so I went to the clinic on the ship and asked to see the doctor. Twice I was told that my respiratory infection was not serious enough for the doctor to see me. I was given medications. I saw my doctor immediately after arriving home. AON has denied my claim as I didn’t see a doctor for my medications. WHAT A SHAM!

Date of experience : December 12, 2023

Wife paid for the travel insurance…

Wife paid for the travel insurance without reading the fine print, or reviews, her fault and our loss. If, in the opinion of Aon, you don't qualify for coverage, you are out of luck unless you're willing to go to court, which would cost more than the award, which is likely what they are counting on. Stay away from this company.

Date of experience : January 28, 2024

delay, deflect, don't pay - is their business model

Went on a cruise in June 2023, lost (or stolen) item worth $150. As of today (8 months later), being told we only cover what your home owners insurance does not cover. It took many phone calls and misleading descriptions, including that they would cover it but only if I called a certain number. It feels like they are purposely saying and doing things to cause so much delay and frustration that you just give up. They are right, my time is no longer worth the loss. I partially blame Princess Cruises for having this company as a suggested link while booking the trip. We put trust in their suggested Insurance partner only to be denied on a technicality that does not sound legit (no proof was provided by them).

Date of experience : February 19, 2024

AON Insurance Buyer Beware !!!

We were scheduled to go on a 23 Day Cruise in April of 2024 that was cancelled due to unrest in the Middle East and was replaced with an itinerary we felt was less safe than the original itinerary. When we filed a claim with AON for a refund we were denied and basically told that unless one of us had passed away prior to embarkation we could not get a refund. (which I doubt would have even happened then). This insurance company is a fraud and I would never recommend them to anyone...Travel Agencies and Cruise Companies would be wise to use any another travel insurance agency if they wish to keep their loyal customers.

Date of experience : February 16, 2024

AON TRAVEL INSURANCE IS A SCAM

Had to cancel my Europe cruise 9 months before the cruise departure date. I had to file a claim to get my $900 deposit back. AON travel insurance has been stringing me alone for months and months. I informed them that my medical records are available to them as my medical provider will not fill out AON extensive paperwork. AON response is that since my medical provider has not responded they are closing my claim unless I can provide them more details about my claim. When did the burden fall upon me? I have given everything I have to AON and I am no closer to my refund than I was day one. This is a scam. They do nothing and then deny the claims for lack of information. SCAM.

Date of experience : November 01, 2023

Class action lawsuit anyone?

Our cruise line canceled the trip due to unrest in the Middle East. The insurance company refuses to refund our monies and wants us to use it on a future trip. However, this trip was time specific for a particular purpose i.e. 50th birthday, which will not occur again in the future. Based on all of the reviews, and the fact that this company is keeping money for a trip that was canceled not by the customer, but by the business for which they are providing insurance, (Along with all the other horrendous things I have seen people being denied compensation for which should be covered), it seems to me a class action lawsuit is in order. I feel that’s the only way everyone will get their money back. I have no idea how one goes about initiating a class action lawsuit, but I feel there is power in numbers. These people are crooks!

Date of experience : February 22, 2024

Don't deal with AON

Don't deal with this company. We planned a cruise for us and our two sons’ families. We purchased travel insurance through AON. One daughter-in-law became pregnant after booking and ended up with some health issues and concerns. Not a “normal” pregnancy. They declined our claim. Waste of our money and time. We are done with Royal Caribbean as well for associating themselves with AON. Other options available.

Date of experience : August 01, 2023

I don't recommend this insurance…

I don't recommend this insurance company. Ask your travel agent questions prior to agreeing to purchase their insurance. They will encourage you to buy and not tell you it only covers specific reasons for canceling. If you decide to take a credit they only pay 75% of the money towards your next cruise. I will keep you posted on how the process goes. They aren't making it easy so far.

Date of experience : January 12, 2024

Regent 7 Seas Explorer Horrible -AON Terrific

Regent 7 Seas Explorer allowed passengers to embark for Alaska without even testing their temperature boarding. Sure enough, I got COVID19. I had a severe case and needed emergency ship medical care. The Regent charged me $4350 for one day's worth of care; they took no responsibiity for anything. AON paid every single bill. It took time as they have step by step procedures but in the end, they paid every penny.

Date of experience : September 04, 2023

Total Rip Off - Don't Buy Their Trip Coverage

I took a cruise on 3/3/24 and purchased the vacation protection thru AON in the event me or my guest were unable to go on the cruise (because it had been booked since 2020), anything between the time I booked it and the time of the cruise could happen which is why I paid for the protection. Well turns out I learned that my guest was unable to attend, so I had to find someone else to join me on the cruise. In doing so Carnival charged me $229.00 because my original guest was unable to make it (made no sense to me, but I had to pay it). Carnival advised me to turn in a claim with AON for a reimbursement of the charge. I contacted AON and was provided with a REF# and I was advised that there was nothing they could do for me. I advised them that I paid for the cruise protection plan and I was requesting that they provide me with the protection that I willing paid for. Although the Rep. was polite, she was unable to award coverage. I have no idea why Carnival is doing business with them. Had I read the reviews I would not have purchased the vacation protection coverage. A total rip off, next time I won't pay for the coverage (I cruise annually). AON will not get another opportunity to deny me the coverage that I paid for (NEVER). They can improve by providing the coverage that they sell (by paying claims). Buyer Beware!

Date of experience : March 03, 2024

AON refused to consult and pay our…

AON refused to consult and pay our claim. They refused to assist in anyway. Do not use Norewegain and AON. When you contact one company they blame events on the other. The Norwegian / AON banner page states "Cancel for any Reason". Well the airlines shutdown. Our flights were cancelled, ( we allowed 2 extra days to arrive) ...nothing. The airlines refunded Norwegian so they credited our account the airfare, ~$1,000. AON refused to pay anything...DO NOT USE......0 stars if available, out $5000.

Date of experience : December 23, 2022

Claim denied for father-in-law that died before cruise

This company is horrible and I would never purchase travel insurance again if they are the insurers. My wife's father passed away 2 months before our cruise. I submitted the claim and 10 months later its denied. I've been sending additional paperwork and calling and they keep saying trying again in 30 days. Its total BS and they should be investigated.

Date of experience : April 03, 2023

If I could give ZERO stars I would

If I could give ZERO stars I would. Claim submitted May 14, 2022 with 8 follow up's either email or phone thru Aug. 2, 2022. Absolute WORST travel insurance company. Made mistake of purchasing Aon for April/May Transatlantic cruise; purchased thru NCL. NEVER AGAIN. ALLIANZ is the BEST travel insurance; they process claims quickly and efficiently.

Date of experience : August 02, 2022

Scam artist take your money dont want to pay claim

Purchased the travel insurance for a cruise on Royal Carribean my husband had to be hospitalized had surgery's 20 days before departure. Now they will do anything to get out of paying i am appealing a denial at this moment i wish i had read all the previous reviews mostly 1 stars i would never have used them. I gave one star if i could give less i would. they tell me they are reviewing it and reaching out to doctor but i think its smoke and mirrors. i will be on this company constantly till they do what is right

Date of experience : September 15, 2023

Not trustworthy

Had no choice but to use AON travel insurance when booking a trip with Road Scholar. Trip canceled due to Covid. Have been lied to for 2.5 months by AON representative promising a refund of my insurance costs. Still nothing, still promises. Filed a claim with California insurance commissioner but not hopeful. Stay away from this company.

Date of experience : June 24, 2020

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