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:09/13/2022

  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 filled a claim on July 3,2022 for a refund for a cruise we had to cancel due to covid.. I was told 21 business days and as of September 12 still no update on the claim.. more than double the amount of time .. Im beginning to think this is a scam

  

  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.  Tell us why here...

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

• 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.

  On January 30, 2022 my husband and I were scheduled to go on a cruise through NCL when we paid for the Cruise we purchased insurance due to Covid. On December 30, 2021 we had to cancel our cruise due to Covid still being an issue and my husband having underlying conditions Diabetes, High Blood pressure and overweight. When I contacted AON I was told I had to submit a form filled out by My husbands treating Physician and signed by him which we did. I waited and waited to never hear, I reached out by email on several occasions and was told they would get back in 24/48 hours. Today I called and was told the claim was denied and that I received a denial letter in my email in August I said no I never received any letter and I needed to speak to a manager, she got a man by the name of **** on the phone he told me that COVID isn't a reason to cancel because it's not writing in NCL policies for cancellation. I told him to forward the letter to me then asked what his Manager's name was he refused to tell me said it's not allowed, I then asked how to contact Corporate he said he can't tell me that, I then asked what his full name was he said **** Only, I then called NCL spoke to a representative and she said that wasn't true COVID didn't exist when the policies were written and that she was going to tell her Manager about this. They owe me $659.07 and I would like my money. This Company should be shut down they are very dishonest!

  

  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 have determined that my complaint has NOT been resolved because:

   

   They responded hence my complaint   They are dodging their issues  I want to know

  why they are denying a claim that is covered by a doctor   

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

  

  Business Response

  Date: 09/28/2022

  
  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 ***. ****** 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.

  My wife and I each paid $552 for AON travel insurance on 12/9/2021 for a 15 day ******** tour through Road Scholar travel. The tour started May 5th, 2022. Cost of tour for each of us was $4899 plus airfare. All purchased through Road Scholar Travel. After completing the 5th day of the tour, I became ill with Covid 19. My wife and I were immediately taken off the tour and put in quarantine starting that evening. *** was notified that very evening. After one week of quarantine in a hotel in *********, I was still covid positive per private paid local testing. I notified the ******** tour manager who said we could not rejoin the last part of the tour. Bottom line: we missed 10 days of the 15 day tour. We are due refunds of about $3266 each plus meals reimbursement and flight change fees of ****** ******* pounds (EasyJet). Claim was filed the first week of June 2022. I was told by AON that they had received all necessary paperwork. I have received no updates on my claim from them since that time despite my calls and checking our status on their website and no funds to settle the claim. It has been over 90 days since the claim was made. Reference number: *******, claim number **********

  

  Business Response

  Date: 10/03/2022

  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:

  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.

  My husband and I booked a trip to Ireland through AAA. We paid for the trip insurance for $578 on May 23 through AAA from AON Travel Insurance. The trip was scheduled for departure on June 2. Our United flight to ******, ** was cancelled due to Inclement weather. We missed the connecting flight to Ireland.. I filed a claim on June 9, forwarding all the paperwork requested. Receipt of the paperwork was confirmed. I received a note from AON on July 12, apologizing that the Travel Claim ********** was taking longer than expected.. They indicated they would let me know if they needed more information. That's the last I heard from them. I called yesterday, and the agent basically said the same thing that the email they sent on July 12. They were unable to provide any information on when the claim would be paid. We are due $4446.90 per the protection plan.

  

  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 have determined that my complaint has NOT been resolved because:

  No compensation has been paid.  All airlines to include ****** Airlines cancelled flights due to inclement weather into and out of ****** on June 2.  Our flight was cancelled in the early morning hours, circa 3:00 am.  We were unable to rebook a flight during the 12 hour window cited as the reason for denying our claim, because all flights of all airlines were grounded and unable to fly into ******'s airport.  After submitting the original claim on June 9, *** neglected to provide any status for three months, other than acknowledgment that they were working on it. It was only after submitting a claim through the BBB, was there an attempt to resolve. I was asked to provide additional information from ******, which I provided promptly. ****** corroborated my story. Even so, three weeks after that, my claim was denied.  

   

   

   

   

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

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

  

  Business Response

  Date: 12/02/2022

  We have reviewed *** ****** additional comments and we are happy to provide further status on this matter.
  
  Please note that our claims examiner contacted her on 11/29/22 to confirm whether she was now in receipt of the travel credits. There was no answer and so the examiner left a message and then also followed ** in writing. 
  
  If she is still in need of assistance, we would ask that she engage with us directly instead of in this format so that we can resolve her issue if the credits were not yet received.
  
  

  Customer Answer

  Date: 12/05/2022

  Better Business Bureau:
  
  Re:  ID ********

  I'm able to confirm the travel certificates were finally received on about 11/22,just before Thanksgiving.   I was unable to answer the phone on 11/29 when the claims examiner called because I was in a meeting. I returned her call as soon as I was able and advised that the certificates had been received. I feel this is a fair settlement of the claim filed.

  Sincerely,

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

  
  

• Initial Complaint

  Date:09/12/2022

  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.

  My husband, *****************************, and I contracted Covid when on a cruise in March with Princess ******** We purchased Travel Insurance through Princess from AON. In April, I filed a claim#********* with AON for the cost of on-board medical treatment as well as the cost of our quarantine hotel, minus the cost of the hotel meals. I received an email from AON asking for more documents, which I sent, and received an acknowledgment of receipt from AON. I received another email from AON asking for the SAME documents. I called AON September 6, 2022. The agent I spoke to told me the second email was an error, and that *** has all the documents they need to process the claim. When I go online to check the status of the claim, however, *** still says it does not have those documents. The amount of the claim is over $3000, and It has been 5 months since I originally filed the claim.

  

  Business Response

  Date: 09/22/2022

  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: 09/26/2022

  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:

  Aon said in their response of 9/22 that they would mail the checks within 2 businesss days. I have not received the promised checks. When I do, the complaint will be resolved.

  
  

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

  

  Business Response

  Date: 09/27/2022

  We have reviewed ************ additional comments and we are happy to provide further status on this matter.
  
  We are pleased to confirm that checks, in the amounts of $953.00 per person and $285.53 per person for Trip Interruption and Trip Delay benefits respectively, were indeed issued and mailed on 9/23/22.
  
  We trust this responds to the concerns raised in this complaint.  

  Customer Answer

  Date: 09/28/2022

  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. Thank you very much, BBB, for your help.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  Date:09/12/2022

  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.

  My wife and I purchased an ****** Double Denali Northbound trip through *************** of **********, **, on 1/23/2022. The trip departed from *********, **, on 5/27/2022. Although both I and my wife were fully vaccinated for Covid-19, including boosters, my wife developed Covid-19 on June 1, 2022, and was taken to a quarantine facility on the ship. I had only phone connection with her. I myself followed a Covid-19 protocol for the rest of the voyage which greatly restricted my use of the ships facilities and functions. The cruise ended in ********, ******, on June 5th and my wife was transferred to a covid-19 quarantine hotel in *********, ******, for the nights of June 5th and 6th. Her 5-day quarantine was then ended but we could not fly commercially according to CDC guidelines for 10 full days following June 1st (day 0). We were responsible for all costs incurred for my wife after leaving the ship. I was covered by a trip reservation the night of June 5th but officially separated from the remainder of the trip on June 6th. We are asking for reimbursement of all costs (excepting air fare) after separation from the cruise. Our claim No. with AON Affinicy is ******* and was filled on their website, Aontravelclaim.com, on June 30th of 2022. Turn-around times on claims is supposed to be 21 days but we are now at September 11, 2022. Other than indicating thtat our claim has been "assigned" nothing further has been done. Calls to a help line do not yield any results only apologies. We need this issue resolved. Thank you for your help.

  

  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.  

  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:09/12/2022

  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.

  Complaint is in regards to Claim #: ********* for insured members: *****************************, ************************************, *************************************, and *************************************. Claim was filed on July 3, 2022 for cancelled Norwegian Cruise Line cruise, departure date of July 10-July 17, 2022 from *****, *******. Trip was cancelled for a covered reason under the Standard Protection Plan, due to the hospitalization and continued treatment in a rehabilitation center for parent of *****************************, *********************, who was also a traveling companion on Norwegian Cruise departing July 10, 2022. All documentation was successfully submitted on July 3rd including the completed Attending Physician statement as required by AON, the copy of the trip cancellation and all other required information as required in the claim request process by AON. Numerous phone calls regarding the refund status have resulted in the same response: Claim is "In Progress" with no anticipated closing date known. Representatives have stated in follow-up phone calls that the claim would be expedited as all necessary documentation is showing as received on their end. However, the claim has not changed in status. Documentation from AON, states that claims are reviewed within 21 days. It has now been 70 days and the claim has not closed and our refund issued. All necessary documentation as required by Standard Protection Plan and AON was submitted on July 3rd. Desired resolution is for claim to be closed and owed full refund provided as indicated in the Standard Protection Plan that was purchased.

  

  Business Response

  Date: 09/16/2022

  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: 09/20/2022

  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:09/12/2022

  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.

  I submitted a claim for trip interruption with *** on June 4, 2022 - reference number *********. Unfortunately, while on a Trafalgar tour in ********, I tested positive for COVID. Although I was not ill, asymptomatic, or in need of medical attention, I was still unable to fly home as originally planned based on ********** health rules and *** rules. As a result, I was required to stay isolated in my hotel room by local authorities for an additional 10 nights before being allowed to fly home.*** states they resolve claims within 21 business days, but I am still waiting for them to process and reimburse me for the additional expenses I incurred (receipts submitted to ***). On July 5, I received an email from *** stating, We apologize that your claim is taking longer than initially expected. We appreciate your patience as we work through an increase in claims and allow our team members the additional time necessary to appropriately review each claim submission. Should we need any additional information, we will notify you. I inquired about the status of my claim later in July and was told to allow additional time for proper review. When I inquired again in August via their website, it states it is still in progress. It is now September, and I still have not heard anything. Since the claim status according to the *** website is still listed as assigned and not in progress, I suspect they have not even gotten around to reviewing my claim almost 3 months later.

  

  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: 09/22/2022

  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:09/12/2022

  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.

  I traveled on the Carnival Spirit to ****** at the end of July, returning to port in ******* on August 4th. When I disembarked I found one of my two matching hard-sided suitcases had been busted so badly the wheels and all of the plastic surrounding them were off and there were two giant gaping holes in the suitcase. I reported it to Carnival there in the port, while constantly being told I couldn't stay there to look through the suitcase since they were already trying to board the next cruise. I received the claim form and was told to file with the insurance company. I then had to purchase a large duffle bag to put the suitcase in because ****** would not let me take it on the train with holes in the bottom, I did not want to toss the suitcase in case the insurance company needed pictures. At the train station I realized I was missing several items that were in that suitcase, I contacted the port to see if any of it was in lost and found, assuming the items fell out the giant holes. None of it was turned in. I filed a claim with AON for all of if, claim ********* when i returned home August 7. I was told three weeks I should have a resolution. I have heard nothing. And I am leaving on another trip on Sept 24 and am going to have to replace the suitcase with one that doesn't match because i need the suitcase.

  

  Business Response

  Date: 09/16/2022

  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: 09/19/2022

  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:09/12/2022

  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.

  NCL required passengers to obtain a COVID test within 72 hours of cruise departure. 2 days prior, my friend tested positive and we needed to cancel the trip. NCL agents advised we submit a claim and within a week received refunds on all but the actual tickets. They then advised we submit a claim through AON for the remaining refund. It has been over 60 days and AONs website still shows the status as assigned but not being processed. When I reached out asking for an update all that I received was that they will contact if more information is needed. At what point am I going to get an update or the actual refund?!

  

  Business Response

  Date: 09/16/2022

  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.