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:09/14/2022

  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.

  On June 8, 2023 we file a claim with AON Affinity for trip Interruption. as of today we did not receive our money back, and the only answer we have from them is they need more time . Is 3 moths since we file the claim.Reference Number ********* We need your help in this manner Thank you

  

  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. 

• 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.

  We booked a cruise with NCL for departure on July 18, 2022. We purchased insurance through NCL provided by ***. My wife and I both had positive COVID test provided by a 3rd party as requested by ***. We tested positive on July 7th and therefore could not travel. I uploaded our test results to the *** website. They acknowledged they received the claim on July 19th. I filed a claim on July 18th. I was told the claim would process in 21 business days and a check would be sent to us. I have contacted *** 5 times now and am told the same thing every time - it is listed as assigned (which it has been since day one). I have not received any updates or emails, even though *** says they have sent them.Never received an update. I'm always told the same - they are backlogged. This is for reference #*********. The claim amount is over $11k.

  

  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 his 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:

  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.

  Already filed a claim with AON Affinity which was received on June 7, 20**. The Reference #******* and the Claim #********** for Medical Expenses incurred on a cruise to ******* on 5/13/** leaving ****** and returning on 5/20/**. Am owed close to $4000 for these medical expenses.I have contacted AON Affinity on numerous occasions by phone and Email and have gotten nowhere with them.I had to pay this sum before disembarking the *** ***** in ****** and am paying interest on the balance owed to **** have received a constant response that AON is swamped with claims and that is why there is no progress on my claim.Please keep in mind that I submitted all the required documention to AON and I am losing my patience in this matter.Anything you can do to resolve this matter will be greatly appreciated.Sincerely ************************* ***************************

  

  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:09/13/2022

  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 Reference # *********. My story is like all the others, except its the simplest of any claim to process. We booked our Travel Interruption Insurance with AON through the Cruise Line as their recommendation (a big mistake). We were at the airport hours before the flight which was arranged by the Cruise line as part of a package. 6 schedule delays and 3 gate changes later, the flight was cancelled. Calls to the Cruise support lines could do nothing to get us to the port in time to catch the boat, nor could they get us to the 2nd port either. The airline cancelled our trip, WE DID NOT. 12 hours of absolute h*** at the airport and never got on a plane. ******* claimed weather, not a cloud in the sky.Claim with *** was filed on June 7th. They indicate processing in 21 business days (1 month). We are now over 3 months with nothing. Calls, messages all receive the same useless adjusters are evaluating response. Whats to evaluate, our claim could not be any simpler. I got one agent to give me the direct email for the adjusters only to have it bounce back as not accepting messages from the outside. Now we are out nearly $13K including the cost of this worthless insurance. Isnt this exactly what travel insurance is for??? Fortunately, we did cancel all the scheduled day excursions and received a refund directly from the cruise line for that portion. To quote another complaint *********** or individual who uses AON is in for lousy, frustrating, negative experience. BUYER BEWARE!

  

  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.  

  Customer Answer

  Date: 09/30/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and the business finally did respond.  However, taking over 100 days to respond from the time of original submittal, only to reject a simple claim I believe should have been covered by the purchased insurance is not satisfactory.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  Date:09/13/2022

  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 purchased AON travel insurance for a European cruise and had to file a claim because of delayed flight, and missing the the first day of the trip. The website said it takes 21 days to review a claim. I filed a claim on 6/2/2022 and have called multiple times to check a status It has been almost 4 months and I have not heard a word. I have called on multiple occasions and they cannot give me any information, only that they are busy. The claim status just says "it as been assigned to an examiner."

  

  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:09/13/2022

  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 purchased travel insurance through Aon Affinity's Travel Practice. It covered trip interruption and medical expenses for a cruise on ********************. Unfortunately, the worst did happen and my sister (traveling companion) became very ill and we were sent to ***** for treatment. Sadly, she ended up passing away.I send all receipts, a personalized letter, and an expense spreadsheet on July 28th, 2022 for a travel claim. Since then I have received NO communications from them. I called on 8/15/22, 9/6/22, and 9/13/22 to obtain information and an update on this claim. Though they have confirmed they received my claim documents, they have done NOTHING to resolve it and provide the claim funds.

  

  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. 

• Initial Complaint

  Date:09/13/2022

  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.

  Back in , we purchased a cruise with ******* ******** We also purchased the travel insurance for $1078. The insurance company is AON Affinity. Due to Covid, our cruise was cancelled twice. We booked a 3rd cruise that was planned to sail in October 2022. Backk in Jan/Feb 2021, we got word from our travel agent that all ******* ******* were cancelled and that ******* filed bankruptcy.By the end of February 2022 we began the claim process with AON affinity Travel. It is now September 2022 and our insurance payout has not happened. Weve provided all proper documentation, as per AONs request, exasperated all of our efforts to get a chargeback from Citibank. We used a Citibank card to purchase this cruise. At this point *** still wouldnt pay us out and requested we turn over our benefits to them to fight with Citibank. We still carry the $11,000 balance on the card when we purchased the new cruise with Silversea back in June 2022. We thought wed have our claim paid out way before our current cruise payment was due this past June. We cant pay our bill until the claim is paid out. We feel very mislead, frustrated and so disappointed in AONs customer service. Its been a joke and we will never buy travel insurance through them. Are you able to help us?

  

  Business Response

  Date: 09/29/2022

  We have reviewed ********************-Smallies 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: 10/01/2022

  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:09/13/2022

  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.

  I filed a claim due to I canceled trip with Norwegian cruise. My claim number *********. My husband have had a medical emergency, therefore his doctor request to cancel trip to take care of my husband. I filed the claim on July 12, 2022 and they sent email that the claim is received and will be processed in 21 days. As of today, September 12, 2022 I still dont have a payment refund. Im calling/emailing every few days and get a response the case still under review. On their website Your claim is being reviewed. appeared fro more than 1 month. Waited with no refund for two months after the claim request was submitted. Their email response was 3 weeks ago We are currently experiencing an increase in claims and must allow our team members the additional time necessary to appropriately review each claim submission. Please help to resolve this claim asap.

  

  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 will wait for the reimbursement amount check.

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

  
  

• Initial Complaint

  Date:09/13/2022

  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 purchased a ***** for two for July 18th from Carnival Cruise. I was offered optional travel insurance should myself or guest not be able to attend, I purchased the insurance through AON. Myself and my sister were not able to attend. My sister had a leg injury and was told by her doctor she should not travel and I was unable to obtain a birth certificate as there is no record of my birth (I was born in a home). I provided a letter from my sister's physician as well as the document I received from Vital Records as proof. I was told it would take 21 days to respond to my claim. It has been over a month and nothing. I have called several times and keep getting the run around. This is not a way to treat customers. They had no problem taking my money, but apparently don't want to pay out claims.

  

  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.  

  Customer Answer

  Date: 10/19/2022

  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:

   Reference Number: ********* Claim Number: ********** I purchased a cruise through an agent at Carnival Cruise for my sister and I set to sail in July 2022. There was a group of friends going and we were planning on going with them. When i purchased the cruise, the agent encouraged me to purchase travel insurance. He stated that this would reimburse the cost of the trip should we be unable to attend for any reason. I purchased the travel insurance as encouraged. My sister was unable to attend per her doctor's recommendation as she has been having pain in her leg for about a year. At times it appears to get better, then she gets a flare up. She would not have been able to walk any distance. I cancelled the cruise and submitted my claim for reimbursement. I was initially denied; I was told that I needed a letter from her doctor. My sister got the letter from her doctor and I submitted the document. Nearly two months later and I finally get a response that more documentation is needed from her doctor. She took a form to her doctor and had it completed. After submitting the document (a few weeks later) I was notified that my claim was denied again stating," Carnival Cruise Lines does not waive its standard cancellation provision nor provide a cash refund of the otherwise non-refundable value of your unused cruise vacation should you cancel due to a condition that first presents, worsens, becomes acute or has symptoms causing a person to seek a diagnosis, care or treatment, or prompts a change in medication, during the 60 days before the Cancellation Fee Waiver Program is purchased." I feel like I was scammed. I was encouraged to purchase this insurance, told it would cover if I had to cancel, and then it doesn't. I did not receive any documentation regarding the insurance nor it's provisions, This is my last attempt to get my money back before proceeding with a lawsuit or class action suit. 
  *****************************
  
  
  
  
   
  

  

  Business Response

  Date: 10/26/2022

  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. 
  
  We consider this matter with ****************** now closed.

• Initial Complaint

  Date:09/13/2022

  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 contacted AON regarding my travel claim that I submitted over one month ago. My family had to cancel our trip on the ********* that sailed 9/3/2022 due to my mother's severe medical condition. She was hospitalized and has been undergoing several heart tests. Her claim was approved. Unfortunately, my claim is now delayed. I contacted an AON agent and was informed that I needed additional information from my mother's doctors. I have previously submitted the required "Attending Physician Statement" to AON. Any further release of medical information will be a violation of my mother's HIPPA rights. Her physician completed the required form in entirety, and it was submitted in a timely manner. I don't understand why my refund has been delayed. I purchased this AON travel protection through Carnival and I'm extremely unsatisfied with the difficulty I'm experiencing to receive a refund due to a medical emergency. If you could please assist with this matter, I will be beyond grateful! My booking # was ****** and my AON claim # is *********.Thank you for your consideration.Sincerely,A Loyal Carnival Customer *************************

  

  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: 09/23/2022

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