FireFighter115

Final Update... We received an email from Aon this week stating that we will get a check in the mail for the days in isolation. When we filed the claim they said allow 30 days. It turned into 90 days. Our next cruise is next week and obviously we hope to be healthy and not need the insurance, but for our next vacation we will do some do diligence in finding a better option. A better option is not only how expensive it is, but also how it rates with reviews of the users of the policies it issues. On a scale of 1-5 stars... Aon 2.5 (we did end up getting the result we wanted but not in the time we wanted. I was always able to call and speak with a person even if they were not able to help, at least they listened.) Princess Customer service 1.5 (Radio silence from emails and forms filled out on Princess website asking for help and reimbursement. My previous vacation planner has left Princess, and my new one is not so helpful.)

Update! I call AON about once a week just to make sure they continue to make notes on my file about how long it has been since I made my insurance claim for covid isolation on our November Panama Canal cruise. Their website says allow for 30 days. Next week will be 90 days! Last week I received an email from AON again claiming that they are "experiencing a large number of claims" and to please allow them ANOTHER 30 DAYS to review my claim. AON = completely useless. If Princess wants to funnel the cruise insurance business, of which I would believe that they receive a portion of what we pay for AON to get the full scope of the business, to a company that is incapable of providing quality service, then I will at least choose another insurance provider, if not another cruise line. I have continued to communicate with my vacation planner, but that is about useless also. I have on a number of occasions gone to the contact us portion of the Princess website and submitted for reimbursement there. This issue is one of three that I currently have with Princess customer service. (I promise I am not a complaining Karen. I have never had a customer service issue like this before with any company.) Yesterday when I logged in I found a goodwill FCC of one day of per diem and a $100 casino credit for a new booking sometime in the next year. No call, no email, no explanation, it just showed up.?. I will enjoy our Eastern Caribbean cruise on the Regal in a little over a week, but I have realistic expectations on Princess customer service moving forward. Possibly looking at going on the red and white ships later this year.

Let me start by saying I am by no means a complaining Karen, and I actually have put off making this post for a few weeks now. I also apologize if this is a topic covered elsewhere on the boards. I am only a casual user here. My wife and I are platinum and have cruised exclusively on Princess for the last 10+ years. On our recent Panama Canal cruise my wife was ill and tested positive for covid. She fully recovered but spent six days isolated in the cabin. The staff was great to us and the communication was very clear as to do's and don'ts and the services provided for us. One of the items listed was that we should expect a FCC for the days she was in isolation. I inquired on the ship how this was to take place without any clear direction other than call Princess when we get home. I kept all the documentation of the isolation and tests that we took to support a claim later to get a FCC. When we arrived home Princess told us to file a claim with Aon since we had vacation protection coverage purchased through Princess when booking the cruise. On a different call we were told to fill out a form on the Princess website asking for reimbursement. We have done both of these things. I made the Aon claim on December 6, and have filled out the reimbursement form on the Princess website now a number of times. I have also called my vacation planner at Princess and emailed the customer service email address at Princess more than once. All to no avail. I am now calling Aon every day making sure that a record of my call is put on my documentation there. No response from Princess is a little disheartening to say the least. Aon says to please give them 30 days to make a decision on my claim, but it has been 50+ days now. Three thoughts... 1. Anyone have any suggestions on how to get this cleared up? 2. If Aon gets all of our business through Princess for vacation protection should their customer service be better? Should Princess hold them accountable to take care of us since they are funneled all of our business? 3. Obviously there are other cruising options. We love Princess, but radio silence and the courting of other lines honoring loyalty status makes spending our dollars somewhere else a real possibility. We have already booked our next Princess cruise, but will it be our last with them for a while. Sorry to rant, anyone have any suggestions? FF115