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:09/15/2022

  Type:Order 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.

  As part of a Tauck River Cruise, we purchased travel insurance for $1598 with AON Insurance. We were scheduled to depart June 4, 2022 but unfortunately both my wife and I were diagnosed with Covid two days prior to departure. We were forced to cancel our trip in accordance with CDC guidelines. On June 7, 2022, we received claim forms from AON. On June 22, 2022, we submitted completed AON claim forms. (Delay in submitting forms to AON was a result of waiting on Tauck to advise us with dollar amount of their refund.) Amount of claim is $14,780. To date all we have received from AON when we inquire on claim status is apologies. 75+ days to process is beyond a reasonable expectation. Any assistance you can provide would be appreciated.

  

  Business Response

  Date: 09/27/2022

  We have reviewed ************** complaint, and we are happy to provide status on this matter.
  
  Our claims department has reviewed the claim and the customer should have received a response already or will be receiving a response shortly. 
  
  We thank *** **** for his patience during the claim process. We trust this responds to the concerns raised in this complaint. 

• Initial Complaint

  Date:09/15/2022

  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.

  We had tickets to travel on an Oceania Cruises ship departing from ******, ****** on June 6, 2022. To protect the cost of our trip we purchased travel insurance from Aon. On May 24, 2022 I tripped on my home drive-way and broke my left wrist. Surgery to repair my wrist was June 1st and my surgeon told us that I could not travel.We first contacted AON insurance using their portal on June 12, 2022. I uploaded our itinerary and billing information from Oceania and also attached the surgeons statement from my doctor. After that I sent follow-up emails asking for the status of our claim on June 27th, July 20th, July 29th. Each time I received a robo email response that provided no information. I have spoken with two Supervisors who both assured me that they have all of the required information and that our claim would expedited. I called again September 13th and was again told that our claim is in process. Our claim has been in process for three moths and I do not see an end to this delay.

  

  Business Response

  Date: 09/23/2022

  We have reviewed *** *** complaint, and we are happy to provide status on this matter.
  
  Our claims department has reviewed the claim and the customer should have received a response already or will be receiving a response shortly. 
  
  We thank *** *** for her patience during the claim process. We trust this responds to the concerns raised in this complaint. 

  Customer Answer

  Date: 09/24/2022

  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:09/15/2022

  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.

  I purchased *** travel insurance policy as part of my Windstar cruise for myself and my two sons. On the day of our departure on June 15, 2022, my sons tested positive for ***** and we had to cancel. On June 20, 2022, I submitted all of the *** and medical documentation requested. The company said I would get a payout within 3 weeks (21 days). It has been 3 months -- nothing. I have followed up several times in July, August and September by phone and email. The phone representatives read from their script that the claim is in process and apologize for the delay. They won't even give me an estimate of when I will receive my payment. I do not get any response to my emails even though they say I will get a response in 24 hours.

  

  Business Response

  Date: 09/21/2022

  We have reviewed *** *************************************** complaint and we are happy to provide status on this matter.
  
  Our claims department has reviewed the claim and the customer should have received a response already or will be receiving a response shortly. 
  
  We thank *** ************************************* for her patience during the claim process. We trust this responds to the concerns raised in this complaint.  

  Customer Answer

  Date: 09/27/2022

  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.
  
  My complaint was resolved -- THANK YOU SO MUCH! 
  ******* ******** **********
  
  
  
   
  
  

• Initial Complaint

  Date:09/14/2022

  Type:Order 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 was booked on an NCL Cruise sailing April 10, 2022-April 17, 2022, 7 day RT Caribbean cruise ***********. Reservation number ********, payment $2,887.17. On April 10, I paid NCL $70 for a departure Covid Test. After the test, NCL denied me the trip because I tested positive. I was asymptomatic! I am covered by AON insurance and entitled to reimbursement. My AON claim numbers are ********* and **********. I sent all my paperwork to AON on April 13,2022 and a still waiting for reimbursement. I am an 82 year old woman on a fixed income and AON has NOT reimbursed me. I have written many letters and have called many times. Please review my problem and assist me. Thank you, *************************

  

  Business Response

  Date: 09/28/2022

  We have reviewed **************** complaint and we are happy to provide status on this matter.
  
  Our claims department has reviewed the claim and the customer should have received a response already or will be receiving a response shortly. 
  
  We thank ************** for her patience during the claim process. We trust this responds to the concerns raised in this complaint.  

• Initial Complaint

  Date:09/14/2022

  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.

  AON Travel claim #*********.Amount due us $3,964.03 (including cruise fare, Lyft home and dog boarding)NCL reservation # ******** 5/14/2022 we were in ******** for Delta **** to *** which was initially delayed arriving at ********. Overweight, it was also delayed leaving ********, making it impossible to connect with our flight to Barcelona at JFK (D168). D**** landed at 7:53, D168 leaving at 8:05, 11 gates away. Further, we were seated in the last row of the plane. We were told by Delta flight attendant that we would miss connection and that there were no other connections to be made. Knowing we were going to be stranded at *** and miss connection to cruise anyway, we left the plane. We spoke with Delta representatives at the departing gate in an attempt to get to Barcelona. They confirmed what the flight attendant had told us on the plane. We then made several phone calls to NCL. On the 17th of May we filed a claim with AON. Our cruise included many perks totaling approximately $2,000 that we were unable to duplicate while waiting for this reimbursement. Ive called AON repeatedly and they cant connect me with my claim agent, nor can they even tell me what the holdup is other than they are extremely busy and sorry for the delay and well make a note in your file. *** stated that claims were finalized on average within 21 business days. It is now almost four months and we still have not received our reimbursement request or even an adequate update.

  

  Business Response

  Date: 09/27/2022

  
  We have reviewed ****************** complaint and we are happy to provide status on this matter.
  
  Our claims department has reviewed the claim and the customer should have received a response already or will be receiving a response shortly. 
  
  We thank **************** for her patience during the claim process. We trust this responds to the concerns raised in this complaint.  

  Customer Answer

  Date: 10/03/2022

  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: We were away without internet when AON contacted us about the resolution of our claim with them. It was not resolved satisfactorily as they only sent checks for $525.65 each which is nowhere near enough to cover our missed trip. We have filed an additional claim with AON to try to get this resolved. We are holding the checks in case they need to be returned. 
  
  We missed our (once in a lifetime) Mediterranean cruise trip in mid-May, ***************************************************************************************************************************** Barcelona. We had purchased the Platinum level of insurance which claimed to cover all instances of loss on this trip. Because of the flight delay and Im sure our inexperience with trip insurance, we said this trip was lost due to trip delay. The correct reason perhaps should have been listed as Trip interruption. Since we have been continually unable to speak with a representative of AON who knows our claim, after NUMEROUS attempts to contact someone, we contacted you and Im sure your prompting resulted in them finally sending us two checks for $525.65 each with no explanation attached other than stating that the checks covered our trip delay claim. Unfortunately, what they sent nowhere near covers the cost of our trip. We expected two checks of $1,982. each covering the total cost of our trip. Theyve closed the claim, and the person who FINALLY left a voicemail on 9/16 (which was during the time I was out of the country without internet service), will not get back to me after three voicemails left to her. Since it was a voicemail I dont even have her correct name. ******** *************) or something it sounds like. We are so frustrated and angry about AONs lack of response to us and proper consideration of our claim, that we dont know where to turn other than to seek your assistance again. This has been months and what seems to us a simple just pay our claim for which we purchased insurance situation that has turned into a major headache for us. At this point pain and suffering would even seem appropriate. 
  As I will be away until 10/18, you may contact my sister, ********************* at ************************** who is the other traveler in this claim.
  
  Thank you,
  
  *************************
  

  
  

   
  
  
  
   
  

  

  Business Response

  Date: 10/12/2022

  We have reviewed *** ******’s additional
  comments and we are happy to provide further status on this matter.
  
  Our claims department
  has again reviewed the additional comments and/or documentation submitted and
  the customer should have received a response already or will be receiving a
  response shortly. If additional documentation or information has been requested
  by our office, upon receipt it will be put in line for review. 
  
  
  We trust this responds to the concerns raised in this
  complaint.  

• Initial Complaint

  Date:09/14/2022

  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 bought insurance for Royal Caribbean Cruise. The Cruise line emailed my husband and I to say the 4th engine was not working and the parts were taking longer than expected and would run the cruise at slower speeds and changed a city. So we opted out, especially since my husband is handicap. Royal Caribbean refunded the entire amount spent. I email and uploaded all paperwork for reimbursement to AON and that was well over 21 days; when I call same scripted ** there is an agent reviewing paperwork and will get back to me. It is now over 30 days and still no email and/or reimbursement.

  

  Business Response

  Date: 09/29/2022

  We have reviewed ************** complaint and we are happy to provide status on this matter.
  
  Our claims department has reviewed the claim and the customer should have received a response already or will be receiving a response shortly. 
  
  We thank ************ for her patience during the claim process. We trust this responds to the concerns raised in this complaint. 
  

• Initial Complaint

  Date:09/14/2022

  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.

  I filed a claim for my cruise cancelation and I haven't gotten a response from AON and it have been since July 3 2022.

  

  Business Response

  Date: 09/29/2022

  We have reviewed *** ******* additional comments and we are happy to provide further status on this matter.
  
  Our claims department has again reviewed the additional comments and/or documentation submitted and the customer should have received a response already or will be receiving a response shortly. 
  
  We trust this responds to the concerns raised in this complaint.  

  Customer Answer

  Date: 10/06/2022

  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: My complaint had nothing to do with a delayed trip. My trip was canceled there is no way we are accepting the amount of the refund we were given back. *** is one of the worst responders to complaints I have ever dealt with. If you call don't expect a call back because they dont know who do to that. They also didnt read the papers that we sent in because they even had on it that the flight was canceled written out by the airline that canceled it.

  [Your Answer Here]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

  Customer Answer

  Date: 10/27/2022

  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  still waiting on a answer. They don't know what each other are doing at this business.

  
  

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

  

  Business Response

  Date: 11/02/2022

  
  We have reviewed *** ******* additional comments and we are happy to provide further status on this matter.
  
  Our claims department has again reviewed the additional comments and/or documentation submitted and the customer should have received a response already or will be receiving a response shortly. If additional documentation or information has been requested by our office, upon receipt it will be put in line for review. 
  
  
  Aon Affinity considers this matter addressed.

• Initial Complaint

  Date:09/14/2022

  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.

  We filed a travel Insurance Claim with Aon Travel Insurance on June 9, 2022. Both myself and my wife tested positive for Covid on May 19, 2022. We were unable to take our trip to Africa with ******************* We contacted Abercrombie and Kent **** LLC and they could provide no assurances that a PCR test might come up positive somewhere within our trip. Therefore we had no choice but to cancel our trip. On June 9, 2022 we submitted all necessary paperwork to AON Affinity Travel Insurance and received claim number *******. (www.TravelClaim.com) Upon submission we were told that claims were being handled within 3 weeks. Here are our attempts at correspondence since that date: 7/11/22 - we were told our paperwork had been received (all paperwork had been submitted properly)8/2/22 - we were told our claim was In -Progress (All paperwork had been submitted properly)8/16/22 - spoke with supervisor ******* and he left a request for "Claim Examiner" to call back. Voicemail message said thank you for your patience and we will contact you by email when claim is resolved.8/17/22 - spoke with " Nova" CSRep she said " Be patient"9/13/22 - spoke with "*******" CSRep she said "Be Patient"9/13/22 - spoke with "******" Supervisor she said the same company line "Be Patient" and told me she would have her manager "Mico" call me within 30 minutes. As I write this it is now 2 hours later and no call back.We have been (patiently) awaiting reimbursement for 3 1/2 months. $52,711.62 is a lot of money to be awaiting reimbursement for 3 1/2 months.Any help you can give us in recouping the monies we are owed would be most appreciated. We look forward to your help with this issue . Best Regards, ******* and ***********************

  

  Business Response

  Date: 09/29/2022

  We have reviewed **************** complaint and we are happy to provide status on this matter.
  
  Our claims department has reviewed the claim and the customer should have received a response already or will be receiving a response shortly. 
  
  We thank ************** for his patience during the claim process. We trust this responds to the concerns raised in this complaint. 

• Initial Complaint

  Date:09/14/2022

  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.

  On 04/16/2022, I purchased airline tickets and AON insurance for a trip to ****** ( ************) total coming to $980.92. Due to medical advice and CDC guidelines, myself and my partner are unable to travel. I filed a claim with Aon on 08/01/2022 (Reference Number *********), providing them all requested forms filled out by my doctor's ******* They informed me it take on average 21 days for the review process and that I would hear from the company shortly. On 08/25/2022 I reached out to check on the claim status. On 09/16/2022, I received an email saying that the claim is still under submission and that there is no additional information/documentation requested at this time. I am concerned that AON insurance has no desire or timeline to process/complete the claim and refund my ticket prices. I would like to receive my refund in a timely manner.

  

  Business Response

  Date: 09/23/2022

  
  We have reviewed **** ******* complaint, and we are happy to provide status on this matter.
  
  Our claims department has reviewed the claim and the customer should have received a response already or will be receiving a response shortly. 
  
  We thank **** ****** for her patience during the claim process. We trust this responds to the concerns raised in this complaint. 

• Initial Complaint

  Date:09/14/2022

  Type:Product 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.

  Aon Claim# ********* - $6399 It's been 133 days since I first filed my claim with *** and still no resolution.On May 3, 2020, I filed a trip cancelation due to medical reason claim with Aon Travel. I uploaded a doctor's ****** along with other required documentation. I received a response that stated it would be 6 to 8 weeks before it would be processed. On June 16th I received an email stating that they needed more time. On August 11th, I receive an email stating the doctor's ****** was not sufficient and I needed an attending physician's statement completed. That day I had my doctor complete the form, which she did and her office faxed it to Aon. A week later I receive an email stating they have not received the form. I sent a query to *** asking what happened to the fax. My physician then emails me the form which I uploaded on the 16th. Receive an email that it will take 21 business days. My claim status as of today is still pending for physician's statement. I feel like the company is stalling processing my claim.

  

  Business Response

  Date: 10/04/2022

  We have reviewed *** ********** complaint,and we are happy to provide status on this matter.
  
  Our claims department has reviewed the claim and the customer should have received a response already or will be receiving a response shortly. 
  
  We thank ********************** for her patience during the claim process. We trust this responds to the concerns raised in this complaint. 
  
  

  Customer Answer

  Date: 10/05/2022

  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,
  
  *******************************