Aon is in the Business of Better DecisionsWe shape decisions for the better — to protect and enrich the lives of people around the world. We believe that businesses thrive when the communities they serve and the people they employ also flourish. Our culture enables us to bring our best each day and do great work for our clients and their customers.Aon Affinity's Travel Practice is a leader in the provision of customized travel insurance programs for many of the world's most renowned travel companies. With a focus on the design, distribution, and management of customized travel insurance programs, we aspire to provide unmatched service to our travel clients and to the travelers protected under our travel protection programs.Linked In: https://www.linkedin.com/company/aon-affinity-travelFollow us on Twitter @AonTravel: http://bit.ly/2gbFZ5DVisit our Travel Blog: https://www.aon.com/travel_blog/default.jspCareers: https://aon.io/traveljobs
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Is Aon Affinity Travel Practice legit?
Aon Affinity Travel Practice (aontravelclaim.com) has a 4.3 out of 5 rating on OK.one, based on 100 user reviews collected here. It is listed under Money & Insurance and its reputation is good. 84% of reviews are 4 stars or higher and 12% are 1 star; The business has replied to 100% of negative reviews; Reviews mostly discuss Refund, Customer service. Last updated 2026-08-29.
What reviewers say
AI generated
Reviewers overwhelmingly had a great experience with this company. Customers truly appreciate how fast and easy it is to file insurance claims and receive prompt refunds without facing unnecessary complications. Many people frequently mention that the online system is straightforward and support agents are exceptionally polite and helpful.
However, some customers also noted that dealing with continuous requests for extra medical documentation made the whole reimbursement process rather frustrating. A few travelers felt that getting clear updates or speaking with helpful representatives was difficult when trying to resolve pending issues. Some users experienced delays or felt the communication could be improved during these more challenging situations.
Auto-generated from all reviews of this business. For reference only.
Each time I contacted customer service, they were polite, informative, and helpful. The website was easy to use and easy to follow up on my claims. Once I had all the required documents for my claims, they finished processing my claims promptly and I was able to choose how I wanted to be reimbursed. I chose direct reimbursement to my checking and received it very promptly. I think it helps that I have 31 years experience in health insurance, but still think without it, it was a pretty easy process.
Everything was handled well from my first discussion with an agent through all the paperwork required to be submitted. Their website listed the steps that had to be taken to get a refund for the airfare I had paid for for a trip that I then had to cancel because of a broken leg and ankle. The only issue was when I tried to submit several pages from the airline but the AON site would only take the first page. Later when AON asked for further information I then submitted the other pages which it took.
Ease of entering a claim and clear guidelines for what supporting documentation required. Prompt responses to inquiries and ease of obtaining status of claim. Refund promptly received.
Our refund was fast and easy. We just had to get a form signed by the doctor saying he did not recommend my partner travel at that time, and then we filled out a claim form and sent it in. Aon responded immediately that they would evaluate the claim, and a couple of weeks later it was approved and we received our refund.
Reply from Aon Affinity Travel Practice2026-08-05
Thank you for taking the time to share your experience Nancy.
I was unfortunately sick on the cruise and required IV's and many tests. Once we engaged the nurse with the information about our trip insurance she was helpful, informative, and told us what to expect, and your company did exactly that. Timely turn around, on the spot accuracy, and a completed claim made me and mu husband VERY happy!
I was pleased with the service and response time. They kept me informed once I started the claim process. I had to submit my claim to my primary care insurance first. Once I submitted my response from my primary care insurance regarding what they paid. I submitted it to Aon and within 48 hours I received notification that they approved reimbursement for the balance of what I paid out of pocket. They offered reimbursement via a check or electronic deposit to my bank account. Within 3 days the money was deposited to my personal checking account. Between my primary insurance and Aon I was reimbursed for what I paid out of pocket in full.
I was unable to take a Trafalgar trip, almost at the last moment. I filed a claim, provided documentation and was provided with the trip cost refund in a few weeks.
Do not use this insurance for your trip! During our recent cruise, we suffered a tragedy -- my mother died while on an excursion to Paris. It took us a number of days to complete all the arrangements to have her cremated and repatriated. We incurred expenses for lodging, food, and local transportation, all recognized by Aon as "reasonable expenses." However, because my mother did not spend any time in the hospital, Aon refused to cover the reasonable expenses.
I heard from Aon after posting this review. They asked for additional information regarding our claim. I provided the information they requested.
Update: After the initial request from Aon for more information, I've heard nothing else from them. My original rating remains the same -- have future cruise plans and will NEVER use Aon.
Reply from Aon Affinity Travel Practice2026-07-29
We have requested additional information in order to look into your claim.
Thank you for providing the additional information. We will be in contact with you directly.
My claim took awhile, my case was very unusual ending up losing my spouse after a long illness, but AON is coming through for me.
Thank you AON 😊
Marilyn Gayle Thompson
STAY AWAY!!!!!
This has been, without a doubt, the worst insurance claims experience I've ever had.
When we booked a cruise for my in-laws, we purchased travel insurance because my mother-in-law has dementia and Alzheimer's. We knew there was always a chance she might not be able to travel, even though she had her doctor's approval at the time and we care for her every day.
Unfortunately, her condition declined before the trip, and we made the difficult decision to cancel the cruise. Thankfully, the cruise line was understanding and issued us a 100% future cruise credit for the $1,000 we had already paid.
The insurance company, however, was a completely different story.
I started the claim on April 29, and it wasn't finally resolved until July 16—nearly three months later. Instead of telling us everything they needed upfront, they repeatedly requested one document at a time.
First, they asked for a doctor's note. We submitted it and heard absolutely nothing. After waiting about a month, I called to check on the claim, only to find out they seemed to have no idea what I was talking about. We essentially had to start the process over.
Then they required us to complete their own physician's form. Once that was submitted, we thought we were finally done. Nope. Next, they decided they needed to contact the doctors themselves—not by phone or email, but by mailing forms through regular postal mail. And not just one physician, but multiple doctors.
Every step involved more waiting, more paperwork, and another request that could have easily been disclosed from the beginning.
After nearly three months of back-and-forth, all of that effort resulted in a reimbursement of just $250 out of the $688 we paid for their travel insurance.
The entire experience has honestly made me reconsider cruising altogether if these are the insurance companies cruise lines choose to partner with.
Save yourself the aggravation. The claims process was unnecessarily complicated, communication was poor, and customer service was consistently frustrating. Based on my experience, I would never purchase insurance through this company again.
Reply from Aon Affinity Travel Practice2026-07-18
We are looking into this. Thank you for bringing this to our attention.
AON travel was responsive and thorough in responding to our request for service after an event that had us medically leave our cruise in Key West. They were precise in request for documentation and responsive to any of our requests for updates. it was a better experience that i expected.
They were quick to respond and provide instructions. They settled the claim in full with out a hassle. I was glad to receive the funds by direct deposit rather than by check.
AON was excellent. Since they were secondary insurance I had to send the claim through my primary insurance first. My primary insurance took 4 months to pay a tiny portion of the claim. Once AON received the information from my primary insurance they paid the claim immediately. They were so much better than my primary and I’m glad I bought the additional insurance.
The coverage was easy to confirm. We got it because the tickets were quite expensive and were not refundable.
Luckily, we were able to attend and did not need to utilize the insurance.
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