A Royal Caribbean travel protection claim is filed online at AonTravelClaim.com, because the plan is administered by Aon Affinity Travel Practice rather than by Royal Caribbean itself.1Arch Insurance Solutions. Royal Caribbean Travel Protection Program The outcome of your claim depends less on the portal and more on what you upload into it. Assemble your documents before you start.
Gather Your Documents First
Missing a single document is the fastest way to stall a claim for weeks. Every claim type shares a baseline, and then each one adds its own paperwork on top.
For any claim, you need your booking confirmation, the policy number you received when you purchased the plan, and proof of what you paid — credit card statements or bank receipts showing the cruise charges. The claim form itself lives at AonTravelClaim.com.2Aon Travel Protection Claims. Aon Travel Protection Claims
Cancellation and Trip Interruption
Medical cancellations require a signed statement from a licensed physician confirming the diagnosis and explaining why travel was not possible. If a family member’s death caused the cancellation, include a certified copy of the death certificate. Employment-related claims need a formal letter on company letterhead from your former employer confirming that the termination was involuntary. For weather or carrier disruptions, keep any airline cancellation notices, weather advisories, or carrier communications that document the delay or shutdown.
Medical Expenses and Evacuation
Collect itemized bills from every hospital, clinic, or medical provider who treated you during the trip. Generic summaries or credit card charges are not enough. The bills have to show each service and its individual cost. If you were evacuated, gather the transport provider’s invoice and any coordination paperwork from the ship’s medical center.
Baggage Loss or Delay
Before you leave the terminal or ship, obtain a Property Irregularity Report from the airline or the ship’s guest services desk. That report is your proof that the loss or delay was formally documented at the time it happened. For baggage delay reimbursement, keep every receipt for the personal items you bought while waiting, such as toiletries and essential clothing. The plan caps baggage delay reimbursement at $500, and receipts for luxury items or electronics purchased during a delay are unlikely to qualify.1Arch Insurance Solutions. Royal Caribbean Travel Protection Program
How to Submit
The primary filing method is the online portal at AonTravelClaim.com. The site walks you through the submission step by step: you select your claim type, enter your policy details, and upload scanned copies of your supporting documents. Label each uploaded file clearly. “physician_statement.pdf” is far more useful to an adjuster than “scan003.pdf.” After you review and confirm your entries, the portal generates a reference number you will use for all follow-up communication.2Aon Travel Protection Claims. Aon Travel Protection Claims
If you prefer to mail physical paperwork, the policy document you received at purchase includes Aon’s mailing address. Send everything by certified mail so you have a tracking number and delivery confirmation. You can also reach Aon Affinity Travel Practice by phone at 1-888-722-2195 with questions before submitting.1Arch Insurance Solutions. Royal Caribbean Travel Protection Program
Whichever method you use, keep copies of every document you send. If Aon requests additional evidence later, you want to know exactly what they already have so you are not re-sending duplicates or guessing at what was included.
How Long It Takes
After Aon receives your claim, expect an initial review period of roughly 15 to 30 business days. During that window, an adjuster checks whether your documents are complete and whether the event falls within your policy terms. If anything is missing, you will receive a notification requesting more evidence, and the clock essentially pauses until you respond. This is where sloppy initial submissions cost people weeks.
Once the claim is approved, payment is typically issued within 7 to 10 business days. You can check the status of your claim at any time by signing in at AonTravelClaim.com with your reference number.2Aon Travel Protection Claims. Aon Travel Protection Claims
If Your Claim Is Denied
Denials usually come down to one of three problems: the event does not match a covered reason listed in the policy, the documentation was incomplete, or the claim was filed outside the required window. Read the denial letter carefully. It should specify which policy provision was not met.
If you believe the denial was wrong, contact Aon directly and ask what additional information they would need to reconsider. Sometimes a more detailed physician’s statement or a missing receipt is all that stands between you and approval. Put your dispute in writing so there is a paper trail, and include any new evidence the adjuster has not seen.
When direct communication with Aon does not resolve the issue, you can file a complaint with your state’s Department of Insurance. Every state has an insurance commissioner’s office that handles consumer disputes, and insurers take those inquiries seriously because they can trigger regulatory review. Keep copies of all correspondence with Aon — the denial letter, your written response, and any follow-up emails — so you can present a complete timeline to the regulator.
If Your Reason for Cancelling Isn’t Covered
Not every cancellation qualifies as a covered event under the insurance. If yours doesn’t, you aren’t necessarily out of pocket entirely. The plan includes a non-insurance feature from Royal Caribbean that provides a future cruise credit worth up to 90% of the non-refundable, prepaid cruise vacation cost.3Royal Caribbean. What Travel Protection Program Is Offered That credit is handled by Royal Caribbean directly, not through the Aon claim portal, and it comes back as credit toward a future sailing rather than as cash.4Royal Caribbean. Travel Insurance for Cruises