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:09/12/2022

  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.

  On May 14, 2022, we went on a Princess ****** to ****** out of ********* ******. I ended up in the emergency room in ********* ****** on the 16th, which was the first port on our trip. The emergency room doctor and the ship's doctor both agreed that my traveling companion and I needed to be removed from the ship immediately and to fly home for care. It was a possible life or death situation. Prior to taking the cruise, we purchased travel insurance from Princess via AON Affinity Travel Protection, their best plan. My claim number with AON is ********** AND THE REFERENCE NUMBER IS *******. I have submitted all requested paperwork to them and it was received by them **** 17, 2022 along with a detailed spreadsheet in order to get my reimbursement of $9,937.64. The only thing that was not submitted in **** was my medical that was submitted on August 12 and received by them on that date. My health insurance paid everything except $92.50. I have contacted them many times to verify the status of my reimbursement. They continually tell me that it has been assigned, but no further processing has taken place. I have contacted them every week or so since August and am being told to be patient, that they are understaffed. They admit that they have the needed paperwork. This beyond ridiculous. We paid for a service, submitted all the information they requested but they are not upholding their part of the contract. We would appreciate any help you can give to resolve this situation.If you have any questions or need further information, please contact me. My phone number is ************.Sincerely, ************************* and *****************************

  

  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 his patience during the claim process. We trust this responds to the concerns raised in this complaint.  

• 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.

  Claim RN: ********* My wife and I scheduled a Norwegian Cruise from June 23, 2022 through July 3rd starting in ********* and finishing in ******. We purchased Norwegian's recommended travel insurance offered by ***. We built two days before the cruise departure date with Norwegian and booked our flights. We were caught in the waves of flight cancellations and delayed 48 hours from leaving our airport and were forced to actually fly the day our cruise departed. This meant that we missed the first two stops of our cruise and Norwegian encouraged us to move to the third stop. This is well-documented by NCL.We were offered zero help from airlines, as they could not service ********. This meant my wife and I out of pocket financed the hotel, the taxis/buses, an additional covid test because we were no longer in the two day limit, and Icelandic flight and meals that were incurred for over $1,000 dollars in total. All of this, we were assured by Norwegian and Aon, was covered by the trip delay package included within our trip insurance.When we arrived home after the trip, we promptly filed our insurance claim with itemized receipts of all costs w/ completed form. *** informed us the time to process said request was 21 business days. 23 business days later, on 8/9, we received an email from *** apologizing for the delay but offering no clarification of our claim's state. The website states our claim is still in processing.This is misleading. When I called Aon travel insurance on 8/22, an agent provided a canned response that it was delayed before informing me the website is wrong and my claim was processed/nearing completion. Imagine my surprise during my 2nd call on 8/29 when another agent said that my claim was still waiting to be processed. When I asked this customer service rep when the claim might be processed, they informed me that "I cannot. It will probably just upset you more."It is now 46 business days since I filed my claim w/ supporting documents.

  Customer Answer

  Date: 09/21/2022

  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:

  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 am writing to you today to see if you can help me with two travel insurance claims that were submitted to Aon travel insurance company. The claims were due to a trip ******************** due to my wife and I contracting COVID during our trip to ******** and not being allowed to return to ***************** as scheduled. We contacted the Aon travel insurance company while we were in ******** and received the claim forms, a claim reference # ******* and a claim # **********. Once we were allowed to travel back into ***************** (on 6-5-**) we gathered all the applicable receipts and submitted the claim forms and receipts by FAX on 6-15-**. When I first contacted ***, I was told that it would be approximately 2 weeks to process the claim. I have contacted the company several times over the past few months and have been told that the claims are in-process and that they have all the info they need. It has now been more than 3 months in-process and there has been no formal communication from the company.

  

  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 his patience during the claim process. We trust this responds to the concerns raised in this complaint. 

• Initial Complaint

  Date:09/12/2022

  Type:Sales and Advertising 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 for the early part of May 2022 and purchased trip protection. My *********** were not able to take the cruise due to a medical issue, discovered at the time of check-in. We had to remain in ***** for 4 days and endure ALL the expenses of LAST MINUTE plans. I submitted my claim in May, but I have had no response from Aon Affinity Travel Practice. I call at least once a month, and they state - they are working on it. Nothing has happened. I feel like they scammed me. I would like my claim resolved and payment issued to me.

  

  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. 

• 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.

  On May 9 I went on a Tour with Trafalgar to ********. About 5 days into the tour I contracted Covid & had to remain in ***** for 7 days, I then booked a hotel in ******. The tour rebooked my flight home but the agent at the airport said I couldn't leave for 10 days so I had to go back to my hotel. I was very upset at being left there with little support & then being booked too early. I am 79 years old & not used to traveling alone. I told the tour I would book my own flight since they didn't seem to know the rules. They charged me anyway for the flight I couldn't take & told my to turn it into the insurance co. I turned in a claim for $6,549.10 with all my receipts & received an acknowledgment of receipt on 6/4. On 6/8 *** again sent me an email saying they were in the process of reviewing my claim. Since then I have contacted them many times on their site with phone calls & emails. I repeatedly get the same story over & over - they have many ************* have to give their agents time to process them. I was told it took 21 business days to receive a check or a request for more information. It has now been 67 days! I purchased trip insurance to I wouldn't have to go through all this stress. I have bills coming up shortly and need this settled. Hopefully you will be able to help me.Thank you,***********************

  

  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:09/09/2022

  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.

  Went to ***** on a Trafalgar Tour 5/26/22- 6/2/22 that required my ********** to purchase their AON Affinity travel insurance underwritten by Arch Insurance Company that we both had to pay $219 each for. The day before our flight home to the U.S., we were required to have covid 19 tests that resulted positive that required that we stay another 10 days to quarantine by law. The AON Affinity policy states if quarantined due to covid 19 that they would pay for hotels, transportation, meals & possibly pay for the new airfare we had to purchase since we lost the cost of the original flight home we bought that we couldn't take home. I sent all ******************* of what occurred, & filled out forms as requested on 6/21/22 that they say takes 21 days to process & today on 9/8/22 (92 days later) has not been paid. I've called 3 more times since then & always get a speel of we need more time without giving an end date in ************* sorry & we need nothing more from you. I emailed them a week ago & they have not even responded to the email. After reading reviews from the ********************************* sites, I truly believe they don't ever plan to pay as they should even though we have a legitimate claims. I believe they are a fraudulent scam travel protection insurance company that does not do it's job protecting when travel problems come up. Don't travel with tour companies that require this company's travel insurance or waste your money buying AON Affinity travel insurance. You've been given fair warning. My ********** spent $2,262.21 in hotels, meals, cab fares, & paid an extra 10 days of airport parking & spent $2772.00 on new airfare home we will probably never see again @ no fault of our own. Reference #*******. As read from reviews from others, ******************** cruise lines also use this AON Affinity travel protection plan underwritten by Arch Insurance Company. I plan to contact the ******* ********** of ********* Services that regulate insurance companies in my state.

  Customer Answer

  Date: 09/14/2022

  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:09/09/2022

  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 purchased travel insurance for a trip in May of ************************* the ******** Rockies. Due to sudden death in family, I rescheduled trip from May to September. I started a claim on May 27 and was given credit only.I submitted obit on June 10 and death certificate on July 19. I was told 21 days to decide claim. It is now day 36 and my trip has had to be paid for. I have paid for two trips and no end in sight for a claim settlement.I was called on August 23 and told claim had been approved and would get amount by. August 26. No one ever called back with information. That almost two weeks ago now.I am now being told that too many claims and its taking longer. I would like my claim resolved and get paid.I also would like to be refunded for trips scheduled for 2023. I really don't want to deal with this company again.I was told that they were verifying penalties and amount from Road Scholar but I called and that is not true.I just want the money for the second trip from insurance that I paid in good faith. I automatically paid for insurance for this second trip assuming I was dealing with a reputable company. Please help.

  

  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: 09/30/2022

  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: 

   I am awaiting refund and will c9ntact when arrives  its been promised before 

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

   

  
  
  
  
  
   
  

  Customer Answer

  Date: 10/03/2022

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

  Checked has been received and deposited into account. took too long but did cover most of cost of trip.

  *********************
  
  
   
  

  
  

• Initial Complaint

  Date:09/09/2022

  Type:Billing 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 protection for my cruise with Norwegian through AON, for a cruise from Tahiti to ****** dated 5/7-5/19/2022. We also had coverage that included the three days prior to the cruise coving flying in early staying at the *************, 5/4-5/7/2022.I was diagnosed with Covid on 5/18/2022.I filed my claim on 6/21/2022 claim number ********* & **********. I was given a 21 business day turnaround to process my claim. I had to pay out of pocket for my hotel room, food and transportation to the airport. Which was already paid for in my cruise package. It is now 9/8/2022. The status currently says in process only because i called a month ago and threatened to file this complaint. It is currently and had been at a stand still for a month. They told me on the phone they were waiting for info from Norwegian. Which makes bo sense i supplied everything they asked for. They said the Doctor ****** was blank, all they had to do was click on it however I resubmitted it. I have been back from my trip almost 4 months, this is unacceptable, i charged the items and expected a 21 business day turn around. Buyer beware they do not have your best interest at heart.

  

  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: 10/03/2022

  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:

  As of 11:42 AM on Monday 10/3/2022 My status is still showing in progress at AON nor have I heard from them.  
  

   

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

  

  Business Response

  Date: 10/07/2022

  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: 10/07/2022

  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.
  
  Providing I receive the three checks they claim have been cut I am happy with them finally resolving my claim
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:09/09/2022

  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 purchased a Rhine River cruise (WZA 618) from Avalon Waterways June 29, 2021 to take place from June 17, 2022 to June 25, 2022 with a 2 extra day stay in ********* with flight back on June 27, 2022. This was all arranged by ****** and money paid to Avalon. On June 17, 2022 our flight with Air Canada (****) was canceled due to weather. Although AC promised to reschedule, and we have text messages and e-mails confirming this, it did not happen. We had frequent calls with Avalon Guest Resolutions plus other parties at Avalon that day trying to rebook plus our own attempt at the airport. At 3:00pm after learning from ******** at Avalon that no flight was to be found we canceled the vacation. On June 18,2022 we filed our claim with AON Affinity. Three months later we have still not received our refunds. We have called, sent e-mails, requested call backs, and sent letters to no avail. We have requested that we be allowed to talk to supervisors, claims adjustor and claims examiner and been denied the right to talk to anyone. I am including a list of what we requested being reimbursed. The travel insurance we purchased included an "Any Reason" cancellation waiver in it. We have individually been able to get reimbursement for $318 which was for airline seat upgrades and one tour for each of us. Since we have not been allowed to communicate with a supervisor we have been unable to relay this information to AON. Please help us resolve this matter. Per Avalon, we are entitled to at least $10,960. This is the cost of the trip minus the cost of the insurance. We tried sending this to you on Sept 2nd but when we went to add a fourth pdf to it, it disappeared. I'm unsure whether you received or not since I did not receive a confirmation from you. I can send more information or the complete travel insurance policy if needed.

  Customer Answer

  Date: 09/18/2022

  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.
  

  We received refund checks totaling the cost of our canceled vacation plus cost of two tours minus travel insurance protection policy fee on Saturday September 17th. Thank you for your help and prompt communications while dealing with this matter.                       ***************************
  
  
  
   
  

  
  

• Initial Complaint

  Date:09/09/2022

  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 were to have taken a trip to ****** and ****** in June of 2022. I was diagnosed with prostate cancer and needed to have surgery on 6/7/22. We had purchased travel insurance through AON Travel. We initially sent documents from both our doctors (**** broke her foot and required surgery 4/8/22) the later part of May. On 6/27/22, I called AON concerning the status of our claim and was told that we had not filled out an application and thereby did not have a claim number. I went on line immediately and sent the same paperwork on myself only. I immediately received a claim #*********. I was told that the process would take 3 weeks. My claim is for the $8542.00 that I paid for the trip. I have made repeated calls and sent emails. Each time I am told that my claim has been assigned to an agent for review as was the case again today. We have received no satisfaction for the product we purchased. At this time, we have been given no timeline as to the resolution of our claim.Thank you **************************** ************************** home ************ Al cell ************

  Customer Answer

  Date: 09/13/2022

  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.
  
  We thank you from the bottoms of our hearts.  One business day and our case is resolved.  Thank you for pushing the right buttons. When I opened my email last evening there were emails to both my wife **** and I that our case was resolved and we would each have a check mailed in 2 business days.  This will cover the full amount that we expected.  
  
  Al and ***********************