Aon review: Travel protection plan

Good Day

I am writing related to the great difficulty experienced by AON Travel Plan.

We purchased the insurance to cover us in the event that something happened. Unfortunately my brother passed the weekend we were going on the trip. We submitted the claim . We received a correspondence stating a death certificate was needed. We have submitted the death certificate at least three times.

I have called twice. I spoke to Supervisor Jesus who informed me that the case would be expedited and I would hear something in two to three days.

I did not hear anything in that time frame. I called and spoke to Stephanie. Stephanie informed me that the information could not be read. I asked to speak to Jesus. Jesus was busy. I then was connected to Rashaan. He informed me no claims were being expedited . I asked the name and contact of his supervisor . He shared Christine but declined to give a last name or contact information . He reports they are not allowed to give that information out. He also reports that the death certificate does not give cause of death however it is an official death certificate .

I have submitted a death certificate. My mother in law has provided the only copy she has. She is still grieving and it saddens her to be continually asked for the death certificate.

Due to the poor customer service, the inability to give customers superiors name and contact info I have reached out to the BBB in hopes of a solution that the employees including management are unable to resolve.