Had an issue with AON? Get a real response.
How to submit a complaint with AON
Start with their complaints or customer relations team and make the opening line about claim delays, claim disputes, and poor communication, not the whole backstory.
- Start in the right place: Use their complaints or customer relations team for AON so the complaint lands with a team that can actually review it.
- Anchor the facts: Include your policy number, claim number, documents, photos, and prior emails and explain what went wrong with the policy, claim, payout, premium, or customer service issue.
- Name the complaint theme: Say if the issue is about claim delays, claim disputes, and poor communication so it is routed properly.
- Ask for a concrete outcome: Spell out whether you want a claim review, payment correction, refund, reassessment, or a clear written explanation.
- Keep it on one thread: Ask for a written reference or acknowledgement and keep all follow-up in the same complaint trail.
Once AON logs a complaint about claim delays, claim disputes, and poor communication, the usual pattern is acknowledgment, review, and then a written answer.
- Acknowledgement: You should get a case number, email, or some written sign that AON has logged the complaint.
- Review: The business will usually look at your policy number, claim number, documents, photos, and prior emails and the part of the service tied to the complaint.
- Response: A useful answer should explain what AON found and whether it will offer a claim review, payment correction, refund, reassessment, or a clear written explanation.
- Push-back if needed: If the reply is vague or misses the key point, answer on the same thread and restate the unresolved issue in plain language.
Common complaints against AON
The complaint themes most likely to matter for AON are below. Use the one that best matches your issue.
- Claim delays: Claims taking too long to assess, update, or pay.
- Claim disputes: Arguments over cover, responsibility, or whether the claim should be paid.
- Poor communication: Updates arriving late, vaguely, or not answering the actual issue.
- Pricing issues: Unexpected pricing, high charges, or price changes that feel hard to justify.
AON complaints submitted through Ajust
Do not let a weak AON response turn the issue into a fresh complaint. Escalate the same chronology instead.
- Escalate internally first: Ask AON to move the complaint to a manager, specialist complaints team, or formal review path.
- Keep the same chronology: Do not restart from scratch. Re-send the timeline, evidence, and the outcome you still want.
- Move externally when the internal process stalls: If the business still does not deal with it properly, the practical next step is usually AFCA after the insurer's internal dispute resolution process.
Complaints about AON do not have to end with the internal response, especially if the complaint still turns on claim delays, claim disputes, and poor communication.
- Main external path: AFCA after the insurer's internal dispute resolution process
- Why this route matters: ASIC or APRA may matter in the background, but AFCA is normally the consumer complaint route.
- Before you escalate: Keep your full AON complaint trail together, including receipts, screenshots, emails, and any written responses.
We could not confirm a stronger public complaint route for AON, so start with their complaints or customer relations team and ask for the complaint to be logged in writing.
AON Complaints FAQs
Where should a formal complaint to AON go first?
If you want the complaint on record, use their complaints or customer relations team rather than a casual enquiry path. Keep the whole complaint in one written thread if you can.
What should I expect once AON has my complaint?
Most complaints follow the same pattern: logged, reviewed, answered. Keep the reference number and push back in writing if the outcome is weak.
What complaint issues come up most often for AON?
Most complaints in this provider type revolve around claim delays, claim disputes, and poor communication. If your issue fits one of those patterns, say so directly.
Where can I escalate a complaint about AON externally?
The external route depends on the provider type, but for this business the main pathway is AFCA after the insurer's internal dispute resolution process.
You’ve done your part, now it’s time to hold AON accountable.
Take the final step and submit a complaint that gets seen and responded to.