Everything was handled really well.
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.