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:09/08/2022

  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.

  In May 2022, I purchased a travel protection plan from Aon Affinity Travel Practice through Globus Bus Company.The cost of the policy was almost $300.00. While traveling in ***** in May 2022, my husband and I tested positive for *****. We were isolated for seven days in the ************************** in ****. When my husband and I returned to *****************, I submitted all the necessary paperwork on June 18, 2022, to be reimbursed for the seven days we spent in **** - a total of $770.00. I was told my claim would be addressed in 21 days.However, Aon Affinity Travel Practice sent me an email on July 19, 2022, stating that due to the influx of claims, it would take a little longer to review my claim. Since then, I have called and called with promises of emails and calls to be returned as to the status of my claim. I have yet to receive another email or any returned calls. I can not even get the name of any adjuster who may be working on my claim - that information, I was told, is not available. To date, September 8, 2022, I called this company to get a phone number for the ****************** I was told by a representative of the company that the ***************** is "not taking any phone calls at this time" because of the backlog of claims due to the ***** pandemic.

  

  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:09/08/2022

  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.

  My daughter and I booked a Cruise for July 16th on NCL and my Mother In Law got sick and passed so was unable to take the cruise. I then obtained the death certificate and filed my claim with Aon Travel and submitted the required documents and was informed that it would be 21 business days. So every couple weeks I have been checking my claim and it still is in the same status it was after the day I filed it, it's been assigned. I then called Aon on 08/30/2022 @ 09:03am EST and was given this speech that we rec'd your claim and it's was given to a rep and they have everything they need, blah blah blah, and if they need anything else they would get back with us, and then I once again called on 09-07-2022 @ 09:50am EST and was given the same exact speech which is what I informed that rep, that this is the same thing I was told before, and it's way past the 21 business days and it's still in the Assigned stage and nothing has changed. I have also sent a couple Contact US forms on the Aon website and have not gotten a response. I have rebooked my trip and need my refund so I can get it applied to my trip.

  

  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:09/08/2022

  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 wife and I traveled to ***** and were due to return home on May 10, 2022. Because we tested positive the night before our flight we had to stay until we tested negatiave. We ended up returning home on May 17, 2022. I filed a very well documented claim (reference # *********) with Aon Affinity Travel Practice on June 2, 2022. On July 5 I received an email apologizing that the claim was taking so long due to increased claims. I decided to give them more time. Checking the status on their web site since then it never moved beyond assigned. I called on September 6 since it was now over 90 days since I filed the claim. They again told me about the high number of claims but could not provide any further information on when this might be settled. They submitted a note to the claims department to have them call me but I have heard nothing.

  

  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 his 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:

  While I have heard from the business and they have satisfied most of my travel insurance claim there are a few items they did not pay.   I spoke with someone at Aon Affinity and they suggested I resubmit the receipts in question by emailing *******************.   I did this on September 20 but have heard nothing further.  At issue are an Uber expense we incurred to travel to a hotel where we had to stay to wait for a negative Covid test, taxi travel to the airport once we tested negative, and 7 days of additional airport parking expense we incurred due to our trip delay and interruption.  Their Trip Delay policy that covers the state I live in (************) does seem to indicate on page 4 of 14 that they cover additional travel expenses.  If we had not tested positive for covid and ended ** in ***** an additional 7 days we would not have incurred any of these expenses so I feel they should be paid.

  Thank you for your help.  It is greatly appreciated.

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

  
  
  
  
   
  

  

  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: 10/17/2022

  Better Business Bureau:
  
  Thank you for your help.  I have reviewed the response made by the business in reference to complaint ID ********. I dont necessarily agree with the businesses reasoning for not paying some of our expenses but will accept the response and move on at this point.  Thanks again for your help in getting the majority of our claim paid.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:09/07/2022

  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 husband and I booked a cruise from NCL and AON was the partner company that provides our travel insurance. The insurance portion for the flights and cruise Was $714. Before we paid everything in full, I talked with an AON customer service rep to go over the coverage. He confirmed that this insurance would cover the entire trip - flights and cruise. We were supposed to be back on June 22, 2022however, due to AA flight delays, we were stranded in ****** for two days. Making the matter worse, one of our luggage pieces that contains my clothes, cleansing stuff, etc. was missing that night. By 4am June 23rd, we still could find the luggage despite we were directed to different terminals luggage places to search for it. By that time, the only hotels were available are not close by the airport. I called AON to report what happened to us and asked for advices as what kind of expenditures we can or can not make in the interim. I was told the following -1) You can UBER to and from the airport to search for your missing luggage.2) You can eat breakfast, lunch, and dinner up to a certain amount per day (I forgot the figure, but I remember I thought we would never exceed that figure).3) You can purchase necessary items up to $750 after 24hrs without the luggage.We then took an Uber back to the airport to search for my luggage on June 23rd and was told by AA that it was mistakenly put on a flight to *** as we spoke at the time. On June 25th, I filed a claim and provided all the receipts and supporting documents on AONS website as advised by an AON customer service rep. I was further advised that claims normally take 21 days to be approved. However, I made several calls to find the claim status after 21 days. No rep can give me anything helpful. After 65 days, I had to ask for AONS CEOs info and sent an email directly to her. A few hrs later, I got a call from a claims examiner saying the luggage delay portion is denied. Id like AON to reimburse

  

  Business Response

  Date: 09/20/2022

  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 ********. AON reimbursed 95% of my expenses due to the flight and luggage delay.  Although Im disappointed with AONs process and its unclear terms and conditions, I accept this resolution and the matter has been resolved.
  
  Sincerely,
  
  *******************
  
  
  
   
  
  

• Initial Complaint

  Date:09/07/2022

  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.

  REFERENCE #******* CLAIM #**MCL8361 Platinum Aon Affinity policy purchased from Norwegian Cruise Line on April 4th !20** for travel April 24 to May 9th 20**. Insurance cost $219. Claim total $1275.23. Cancel date April 17th 20**.My father fell ill in the middle of April. Emergency room, hospital admittance surgery and lots of follow up care and more procedures. Being the only child taking care of this 88 year old man suffering from severe dementia and ***********, I absolutely could not leave the country on this trip. /when my father finally stabilized, I collected all the medical documentation and forms. This was mailed on June 8th via tracked **** and arrived on June 11th. During the next 3-4 weeks i made numerous calls to Aon Affinity. Always being told that the processing center had not received my envelope. I submitted another package and mailed it again Certified Mail. However, soon after I was finally told that *** had actually received my first package and processed it on July 5th. Then I was told that the submission was too blurry to read? What I submitted was all perfectly clear. it was their scanning that was blurred. I finally got a letter on July 27th explaining that my submitted forms did not verify medical care for the right dates. I asked for this to be clarified and with some pleading with customer service i was finally contacted by a claims adjuster ******* /***** on Aug 2nd. She clarified what dates needed to be documented. She told me that when i got this documentation completed, I should email it directly to her. I did this on Aug 27th. I've yet to receive a reply from her regarding this final form nor has she replied to numerous phone calls.If an AON representative would look at my claim file and read all the documented notes taken by their customer service representatives, they will see the effort and lack of any response from anyone within the company. I deserve immediate attention to this legitimate claim.

  

  Business Response

  Date: 09/20/2022

  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:09/07/2022

  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 purchased Cancel for any Reason Trip Insurance for a Road Scholar Trip. This insurance is from Aon Insurance. My brother died while I was on the trip and I returned back to the *************. The death of a sibling is covered by this policy. I filed in April of 2022. It is now September of 2022 and my claim is still not complete. At the beginning of July, *** sent me an Explanation of Benefits which was incorrect and a check for the incorrect amount. I called the number on the Explanation of Benefits and no one called me back or contacted me. I sent numerous emails thru the Aon Web Site as instructed and no one contacted me. I called Road Scholar numerous times and supposedly they met with *** in July. Road ************************ communicated thru a voice message that I should be hearing from Aon by the end of the week. This was in July. In August, I called Aon again and the individual I spoke with said my claim was closed and they had no record of speaking with Road Scholar and they had no record of any dispute. On August 30 and August 31, 2022 I wrote a detailed email with the amounts that are in dispute and sent to every email I have for Aon and Road Scholar. I called Aon today 9/6/2022 and had a very unsatisfactory discussion with a ******** Service Agent who has no access to anything. This is unacceptable. My Ref Number is **********.

  

  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: 09/23/2022

  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.  It took awhile and was a very frustrating experience, however my insurance claim has been honored in full.
  
  Sincerely,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  Date:09/07/2022

  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 travel insurance claim with *** on June 22,2022 for reimbursement for expenses for being unable to board our ship due to COVID 19. The company has not responded to this and several additional inquiries I made regarding nonpayment. They just say it is being reviewed. The automated response said it would take up to 21 days. I sent copies of receipts for each item. No one will say anything specific about my claim just that due to the high volume of claims it is being reviewed.The claim # *********

  

  Business Response

  Date: 10/02/2022

  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: 10/27/2022

  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 because:

  I have NOT received any resolution to payment for my claim with Aon.
  They have been extremely hard to deal with and should have paid my claim months ago
  

  
  

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

  

  Business Response

  Date: 10/28/2022

  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. If additional documentation or information has been requested by our office, upon receipt it will be put in line for review. 
  
  
  We thank **************** for her patience during the claim process. We consider this matter with her now closed.

• Initial Complaint

  Date:09/06/2022

  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.

  We booked a trip (December 2021) to ****** and they recommended we buy travel insurance. So we did thru ****** via Aon. We hoped to never have to use it. Unfortunately, my son fell and broke his wrist. We went to the ****** office and they told us to go to urgent care. We had to cancel our vacation and take my son to the hospital. We could not get in to see anyone as they were booked up everywhere around ****** so we went home and had our primary doctor examine him. They took imaging and such and said it appeared to be a buckle fracture. When we filed the claim back in Dec/Jan it took forever and *** kept asking for more documentation. Basically dragging it out in hopes we would let it go. After about a month of dealing with them we contacted ****** again to see if they could help. ****** agreed and gave all the info to AON they had. They even told AON to call them if they needed anything else. *** just keeps reviewing docs and asking for more. ****** has given them everything they have. *** wants a form called an incident report but refuses to call ****** for some reason. ****** gave them what they had. My wife then was diagnosed with ****** and had a double mastectomy. So I am taking this over. They are giving me the same runaround. Everyone I spoke with said they were "reviewing" it and then they send me an email asking for more info. Very frustrating. I told them I would file a claim with BBB as they appear to respond to other similar claims when BBB is involved. Please help. At this point I would just have them send us a full refund of the initial premium we paid to be done with this if they are not going to fulfill their obligation. We have more important issues to deal with my wife having ******. *** doesn't seem to care. Thank you for your assistance. MJ

  

  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 we have advised the customer what additional information and documentation is needed to further review this claim. 
  
  We thank ****************** for his 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 have determined that my complaint has NOT been resolved because:

  They keep asking for something that does not exist.  They know this and continue to drag it out.  I did hear from ****** at AON and she said if I could get the notes from the doctor visit that state where and when he was hurt that should work in place of an incident report that does not exist.  It is very frustrating how flippant they are in their response as if they have not asked for this previously.  I did get the notes from the doctor that does state where and when the incident happened.  I provided this to AON last week.  I received a response today saying they need more info again and I just received this response from you stating the same thing.  I am hoping that they have not reviewed the new information provided and this message crossed over.  If not, they are again asking for documentation that does not exist.  I told them this several times.  I gave them everything we had received from ****** as well as the doctor.  They keep sticking to an "incident report".  There isn't one.  I gave them the contact info of the person at ****** who helped us.  The person from ****** stated that she has not had anyone from AON call them about anything.  ****** does not call what they gave us an incident report but it shouldn't matter what it is called.  I can write on a piece of paper "incident report" if they want it but that is worthless obviously.  They need to do their job and quick dragging this out.  9 MONTHS NOW! 

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

  
  
  
  
   
  

  

  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: 10/12/2022

  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:09/06/2022

  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 my return flight on 05/10/22 from **** to ****** via *************** my checked luggage was damaged beyond repair with over a 16 inch gash up one side and a 10 inch gash up the side on the opposite side of the bag. This was the second time using the bag since it was purchased. On 05/11/22 I noticed the gash and was informed by BA that if I had travel insurance the claim should be submitted to them first. I processed the claim on 05/12/22 with Aon Affinity. I received an email on 05/12/22 that if any additional information was needed they would contact me. About 2 weeks later around 05/26/22 I checked the status and was informed to send pictures (at this point I had not received any emails from them requesting additional information) so I sent them the pictures. I asked if there was anything else that they needed and was informed by ****** no but if any additional information was needed they would EM me. I received nothing. On 06/16/22 I contacted them again to get the status and was told it was still being processed and due to covid they had a lot of claims and I should receive it by end of June so I waited. At this point I have spoken to 5 people of which one spoke with a supervisor who informed me they had everything they needed and so I waited AGAIN. I then called again around 07/11/22 and was told it was in final process and should be issued soon as nothing else was needed. On 07/12/22 I received an EM from the adjuster who is under the assumption that police resources are better served filing baggage claims and needed a police report so I called back and I was informed to disregard the *** On 08/11/22 I called again and spoke with 2 people including J.V. who spoke with a supervisor and they informed me that I would not need to send in any additional information. Here we are coming up on 4 months since the bag was damaged and they seem to be unwilling to process the claim. I have now gone through 8 people and no resolution. EM are attached

  

  Business Response

  Date: 09/20/2022

  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:

  Insurance company needs to address the following issues within their own company.
  

   #1 - Addressing the claims within a timely manner and if any additional information is needed to request it within a timely manner

   #2 - Consistency amongst the employees with regards to handling and communicating correct information

   # 3- Communication and recording of accurate records so if one person tells someone no additional information is needed then ALL the employees "GET THE MEMO"

   

  Insurance company refused to accept responsibility in their roll of "severely dropping the ball" with regards to how they handle claims

  Insurance company did not send anything requesting additional information until 07.12.22 which was 2 months AFTER original claim was submitted and then denied the claim stating that additional information had not being submitted within 48 hours of date of loss.  

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

  

  Business Response

  Date: 09/25/2022

  We thank ****************** for her feedback.

• Initial Complaint

  Date:09/06/2022

  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 a cruise/tour to ****** for 15 days June 2nd through June 18th 2022 on ******** ******* booking #******. I also purchased the Platinum vacation protection plan with ***. When we arrived at the last ******** ***** on our land tour we had to be tested for COVID and my wife tested positive, therefore we spent the next five days in isolation in *********. At the end of the five days we booked new flights home and filed our claim with *** ( with all the necessary paperwork and documents ) for claim #********* on June 18th. It is now September 5th that's 78 days. When I call the representative at Aon's call center ( four times ) they just read me the same script over and over. When we check the progress of our claim it's always showing assigned. I paid over $20,000.00 dollars out of pocket and paid $790.00 for the best insurance policy Aon/******** offered. This total lack of service is unacceptable and I'm shocked ******** ******* would be associated with ***.

  

  Business Response

  Date: 09/09/2022

  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: 09/13/2022

  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 requires you to fill out a different claim forms for each claim. We have three, trip interruption, baggage delay and medical. We have received an email on the trip interruption ( email only no funds yet ) with their calculations of what they are reimbursing us for our platinum policy. We haven't received any information on the other two outstanding claims as of 09/13/20**. Baggage delay ( our baggage went on the cruise without us ) and medical for the cost of the hotel expense ( $2,500.00 ) for the mandatory isolation. Both were claimed on their forms with reference # ********* claim # **********  
  
   

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

  

  Business Response

  Date: 09/20/2022

  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 thank ************** for his continued 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. It's a shame I had to contact and involve the BBB to get Aon to process our claims and get them settled. If Aon can't handle the volume of claims stop selling the insurance.

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