Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/20/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a cruise with Carnival Cruise and purchased the travel insurance it was $440 dollars down and then I got pregnant and cancelled before it said to do so and they still wont refund my claim. Their policy is you cannot be 6month pregnant or more or have a infant under 6 months and I had a 2 month old baby by the time the cruise was scheduled for. I sent a doctor note but it was rejected.

  

  Business Response

  Date: 08/28/2024

  We have reviewed ************************ complaint and would like to provide the following status on this matter. 
  
  Our claims department has reviewed the claim and has contacted the customer on 8/19 regarding the finalization of the claim.
  
  The claim has been processed according to the terms of the plan purchased and therefore, the customers concerns have been addressed.
  
  We thank ******************** for her patience during the claim process.  

• Initial Complaint

  Date:08/19/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased two cruise tickets ($500 deposit) with $190 insurance. I had to cancel the cruise because of my father's health. Aon Insurance Will not refund me after several calls and written requests. Please help get this $690 refunded. Thank you!

  

  Business Response

  Date: 08/28/2024

  We have reviewed ********************** complaint and would like to provide the following status in this matter. 
  
  Our claims department has reviewed the claim and has contacted the customer on 8/19 regarding the status of the claim. ****************** was further advised that without the required documentation her claim could not be reviewed for possible payment, therefore the claim has been processed according to the terms of the plan purchased and no payment will be forthcoming.  

  If ****************** wishes to have her claim reopened she can submit the required claim documentation at any point. 
  
  We thank ****************** for her patience during the claim process.  

• Initial Complaint

  Date:08/07/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Cancelled cruise because of delta computer problem that cancelled flights. *** said it was not covered. Not sure this is the correct action.

  

  Business Response

  Date: 08/15/2024

  We have reviewed ********************** complaint and would like to provide the following status on this matter. 
  
  Our claims department has reviewed the claim and has spoken to the customer on 8/14 regarding the finalization of the claim.
  
  The claim has been processed according to the terms of the plan purchased and therefore, no reimbursement will be forthcoming. 
  
  We thank ****************** for his patience during the claim process.  

• Initial Complaint

  Date:08/06/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Refund of insured airline ticket. Two friends and myself were celebrating our 75th, 80th and 85th birthdays in 2024 and had booked a trip to celebrate - Tauck ******************* w/ Mountaineer. We purchased our tour and flight insurance in December 2023 through Tauk and used the insurance company they had recommended. In February 2024 our 80 year old friend was diagnosed with Pancreatic Cancer and had to start chemotherapy almost immediately. The doctor told her the Canadian trip was not going to happen so on February 28 2024 I cancelled my trip as did my other two friends at some time during February. After months of hassle their airfare was reimbursed but mine never was. I have sent copies of the medical papers AON requested three times pertaining to my friend's cancer, about ten days ago I received an email from AON stating unless they received the requested forms within thirty days my case would be closed. At the age of 85 I didn't feel safe doing the trip alone as I couldn't do the long drive to the airport and we had signed up to engage in all the "adventures" offered with the knowledge the three of us would be needing a hand from the other two! Sadly my friend lost her cancer battle and passed away two weeks ago.

  

  Business Response

  Date: 08/14/2024

  We have reviewed *** ******** complaint, and we are happy to provide status on this matter.
  
  Our claims department has reviewed the claim and has contacted the customer on 8/7 regarding the finalization of the claim.
  
  The claim has been processed according to the terms of the plan purchased and therefore, the customers concerns have been addressed.
  
  We thank ****************** for her patience during the claim process.  

• Initial Complaint

  Date:07/29/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid for travel insurance and due to my wifes medical condition we cancelled a cruise scheduled for October 2023, while on our cruise in September, 2023 I completed an AON form with an acceptable reason for the claim, our pain specialist doctor completed numerous forms stating acceptable reasons for the claim, and yet they refuse to pay $410, the amount of the claim.They continuously want more information and when told how to get it AON keeps saying that they havent received it yet although all parties say that everything they requested has been sent to them.When I want to give them the phone numbers for them to contact the ones from whom they say did not provide them with the required information their response is, we dont do that.This has been going on for almost a year and its obvious that AON is stalling and doesnt want to pay.If they ever reject this claim then they made me pay a premium ($45) for something that didnt exist; *** took my money for something that was never covered, thats stealing!

  

  Business Response

  Date: 08/13/2024

  We have reviewed ****************** complaint, and we are happy to provide status on this matter.
  
  Our claims department has reviewed the claim and has contacted the customer by phone regarding the finalization of the claim on 8/7/24.
  
  The claim has been processed according to the terms of the plan purchased and therefore, the customers concerns have been addressed.
  
  We thank ************** for her patience during the claim process.  

• Initial Complaint

  Date:07/29/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We booked a cruise in ****** with Road Scholars, and bought the trip insurance through Aon, which Road Scholars recommended. The trip was for my wife and I and started on June 10th , ended on June 18th, , 2023. Booking #: ******** Program #*****. I caught Covid 19 on June 14th. The ship was in an area where there was no internet or cell phone coverage. Other than myself, there were no physicians available. However, after testing positive for Covid 19, the ships staff quarantined my wife and I in our cabin and in the hotel room at the end of the cruise, from June 14th through June 18th. Because of the illness, and difficulty in Road Scholars getting information to me to confirm that I had had Covid and that my wife and I were quarantined, as well as dispute over charges from the hotel in ****** when I was quarantined, the claim was not filed for quite a while after the trip.*** denied our claim because we had not been examined by a physician in the area, even though I informed them that no physician was available. When I told them that I was a physician and certified that I had Covid 19, they said that the physician could not be a family member.I have filed several appeals, all of which were denied. Nothing in the original contract specified that the illness had to be certified by a physician, or that the physician could not be a family member.The charges for the trip were $23,798

  

  Business Response

  Date: 08/13/2024

  We have reviewed ************** ********** and we are happy to provide status on this matter.
  
  Our claims department has reviewed the claim and has contacted the customer by phone regarding the finalization of the claim on 8/12 and 8/13. Additionally, a letter was mailed to the customer on 8/12 advising of our efforts to reach him to discuss the claim. 
  
  The claim has been processed according to the terms of the plan purchased and therefore, the customers concerns have been addressed.
  If the customer would like to discuss the claim further, they can call our office at ************. 
  
  We thank ************************ for her patience during the claim process.  

  Customer Answer

  Date: 08/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *************************************
  
  
  
   
  
  

• Initial Complaint

  Date:07/24/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased travel insurance for liberty of the seas royal caribbean cruise. Had a medical emergency at sea. Filed a claim upon return home. AON travel insurance website is faulty. Hard copies were mailed out. They sent emails that they recieved the hard copies. After 5 emails they are now in full circle trying to start the claim from scratch. They have all the information they need.

  

  Business Response

  Date: 08/05/2024

  We have reviewed ******************** complaint placed on behalf of ********************************* and we would like to provide the following status in this matter.
  
  Our claims department has reviewed the claim and has contacted the customer by phone regarding the claim on 7/24 and 7/30. Additionally, a letter was mailed to the customer on 7/30 advising of our efforts to reach them to discuss the claim and additional documentation required to process the claim.
  
  If the customer would like to discuss the claim further, they can call our office at ************. 
  
  We thank ****************** for his patience during the claim process.  

  Customer Answer

  Date: 08/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:07/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello-I booked a cruise but 4 days prior I had gone to the dermatology for what I thought was just an irritation. I booked the cruise and weeks later it because evident that my rash was something much more serious. Something was causing my blood vessels to leak into my skin and it was from my neck to my toes. At my first appointment my doctor ***** even do further testing, order blood work, etc. *** denied my claim saying I was diagnosed the day I went prior to booking and that my condition was preexisting which is not try. My doctor provided the note stated that I could not travel as we ***** know (and still do not) the cause of my blood leaking into my skin. We do know things that make it worse and one of them was sun. Given the nature of my trip - a cruise in ******- I was advised not to go. The people reviewing clearly are not able to be making decisions based off medical records since they are assuming incorrectly.

  

  Business Response

  Date: 07/22/2024

  We have reviewed *** ***** complaint and would like to provide the following status on this matter.
  
  Our claims department has reviewed the claim and has contacted the customer regarding the finalization of the claim.
  
  The claim has been processed according to the terms of the plan purchased.
  
  We thank ************ for her patience during the claim process.  

  Customer Answer

  Date: 07/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: 

   This response from AON does not state any real information   They are continuing to deny my claim and calling my condition pre existing which has been confirmed by my doctors as inaccurate and false information. Unsatisfied with this response and this issue has NOT been resolved.

   

  *********************
  
  
  
  
   
  

  

  Business Response

  Date: 07/30/2024

  We have reviewed *** ***** complaint and would like to provide the following status on this matter.
  
  Our claims department has reviewed the claim and has contacted the customer by phone regarding the finalization of the claim on 7/23. Additionally, a letter was mailed to the customer on 7/23 advising of our efforts to reach her to discuss the claim. As previously discussed with *** ***** until additional documentation is submitted by her, the claim has been processed according to the terms of the plan purchased.
  
  If the customer would like to discuss the claim further, they can call our office at ************. 
  
  We thank ************ for her patience during the claim process.  

  Customer Answer

  Date: 08/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: 

   They contact me and we have spoken, they try to explain the same thing to me- that this is a preexisting condition, and again, that is not the case! Im not sure what further information can be submitted for them to understand that. My doctor told me no to traveling and even filled that out on the form. Every time you look into claims with AON people talk about how its a scam and they do their best to NOT pay you. They arent medical professions therefore they shouldnt be able to determine what a pre existing condition is against the information of my doctor  

  *********************
  
  
  
  
   
  

• Initial Complaint

  Date:07/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife ****** was scheduled to go on a Virgin Voyare cruise this past June. We purchased the ticket and also the trip insurance through Aon Affinity. The trip was purchased several months in advance of June 2024.About a week before departure she started getting anxious. That became a full blown panic attack forcing me to cancel her trip. She went to urgent care, then her primary care physician, and was prescribed medication to deal with the issue. The anxiety has continued and is currently still a serious issue, causing her to seek psychiatric help. I have sent the company a copy of the physicians report as well. They are claiming she has to be hospitalized in order for the claim to be valid. Although that is most likely in the long list of boiler plate details that you have to check a box for the insurance coverage they offer ti seems very extreme and appears to be a convenient method for them to deny coverage. When you buy trip insurance you purchase it to cover exactly this type of occurance. I have filed the claim twice with one being an appeal and have had no luck. I am sure they will respond in the same manner to you but I wanted to warn potential future customers of *** that they should look elsewhere. This company maintains a polite method of denying legitimate claims and didn't even to refund the purchase price of the policy. Very, very disappointed in them and if the claim is not honored I will do my best to make sure I get to as many potential customers as possible to warn them to stay away.

  

  Business Response

  Date: 07/24/2024

  We have reviewed ************ complaint and would like to provide the following status on this matter.
  
  Our claims department has reviewed the claim and has contacted the customer by phone regarding the finalization of the claim on 7/18 and 7/19. Additionally, a letter was mailed to the customer on 7/19 advising of our efforts to reach her to discuss the claim. 
  
  The claim has been processed according to the terms of the plan purchased.
  If the customer would like to discuss the claim further, they can call our office at ************. 
  
  We thank ******************** for her patience during the claim process.  

• Initial Complaint

  Date:07/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Booking #: ********** Reference #:********* Cruising Date:8/10/24 I am writing to formally request a full refund for the deposit and additional payments made towards the booking referenced above due to circumstances beyond our control. I filed a claim online on 7/10/24 and it was denied, Im appealing the determination.As you are aware, our scheduled cruise on Cruising Date: 08/10/2024 was unfortunately cancelled unexpectedly. This cancellation was a result of a legal issue currently in process, which prevents us from being able to travel at this time. Due to the nature of this issue, which affects our immigration status in this country where we have legally resided since 1980, we are unable to predict when this matter will be resolved. This is an issue beyond our control, not something we had any knowledge of if not we had not booked the cruise. In anticipation of unforeseen circumstances such as this, we had wisely purchased cruise protection insurance. However, despite filing a claim, it was regrettably denied. This leaves us with no alternative means of recovering the substantial amount paid towards our cruise booking.Therefore, we kindly request your understanding and cooperation in processing a full refund of the amount paid, which totals $464. This includes a deposit of $239.00 and an additional $225 paid towards the balance.Enclosed with this letter are copies of all relevant documentation, including the denial of our insurance claim, which support our request. We sincerely hope for a swift and positive resolution to this matter.Please contact me at your earliest convenience at ************ or via email at ******************* should you require any further information or documentation to facilitate the processing of our refund request. Your prompt attention to this matter would be greatly appreciated.Thank you for your understanding and assistance in this matter. We look forward to your favorable response.

  

  Business Response

  Date: 07/22/2024

  We have reviewed ************************ complaint and would like to provide the following status on this matter.
  
  Our claims department has reviewed the claim and has contacted the customer by phone regarding the finalization of the claim on 7/16/24. Additionally, a letter was mailed to the customer on 7/16/24
  
  The claim has been processed according to the terms of the plan purchased and therefore, the customers concerns have been addressed.

  If the customer would like to discuss the claim further, they can call our office at ************. 
  
  We thank ******************** for her patience during the claim process.  

  Customer Answer

  Date: 07/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   

  They have not called me further more have not resolved my issue. All I got was that they would credit somewhere around $50 next time I book a cruise. I paid the deposit and additional funds 

  
  ***************************
  
  
  
  
   
  

  

  Business Response

  Date: 07/29/2024

  We have reviewed ************************ additional complaint and would like to provide a status on this matter.
  
  Our claims department has rereviewed the claim and has contacted the customer by phone and left messages on 7/15, 7/16, 7/23 and 7/24 regarding the finalization of the claim and her additional feedback but were unable to reach her.

  This claim has been adjudicated in accordance with the terms of the plan and as such no reimbursement will be forthcoming. 

  As stated in the previous response, if the customer would like to discuss the claim further, they can call our office at ************ or by calling back to the number that was left on her voicemail.