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:07/11/2024

  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.

  On June 2nd 2024 our Avalon eastern European cruise was cancelled (due to high waters) as we were literally ready to board a plane. We had already checked in and checked our bags. We decided to go since we had a 3 day excursion before the cruise and we had travel insurance that we paid $878 for. They did book us on a different cruise but we had 3 additional days in ******** and also had to book new return flights since the original flight came back 2 days earlier. So, when I returned I contacted this company for reimbursement for the 3 days of hotel/food and our new return flights. I didn't even include all the food and a few other minor charges and I saved them about $5000 on the return flight by buying a round trip ticket instead of a one-way. Thought for sure the trip interruption or delay (and cancel for any reason) would cover this. In fact I was told by our travel agent that this was cancel for any reason insurance. So, long story short, they did not cover any of the $2300 requested (even though we incurred additional costs of about about $3300 since we didn't use our original return flight). Nothing. ***** What a joke. This is only the 2nd time that I had travel insurance and both times we were denied anything. Folks if you are reading this, this insurance (and any other trip insurance) is a legal scam. They will get out of any and all claims. Think about this. How many people actually submit a claim. Like less than 1%. Then think about how many times they pay anything out (maybe 5-10% at most of that 1% - likely when they are contacted by an attorney). No wonder ************************* is an investor in insurance scams like this. Do yourself a favor and don't buy it......ever. I WILL NEVER BUY TRIP INSURANCE AGAIN!!!!!!!!!!

  

  Business Response

  Date: 07/22/2024

  We have reviewed ******************** complaint and would like to provide the following status on this matter. 
  
  Our claims department has reviewed the claim and has contacted the customer regarding the finalization of the claim.
  
  The claim has been processed according to the terms of the plan purchased.
  
  We thank **************** for his patience during the claim process.  

  Customer Answer

  Date: 07/23/2024

  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 denied me 3 times so no this is not a satisfactory response. I tried to save them thousands of dollars and all I was asking for was help with the additional 3 days delay and the new return flight. I was not asking for a lot. Even though my trip was canceled (original trip) and delayed (because we rebooked as we were on our way to ******) they denied it 3 times (I have proof of that and supplied that to the company). Even my travel agent thought for sure they would cover what I was asking for and she's been doing this for over 10 years. The 3 denials speak for themselves. I wouldn't touch travel insurance with a 10 foot pole!

   

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

  

  Business Response

  Date: 07/31/2024

  We have reviewed ******************** additional complaint, and we are happy to provide status on this matter.
  
  Our claims department has reviewed the claim and has contacted the customer regarding the reimbursement made. 
  
  The claim has been processed according to the terms of the plan purchased and therefore, the customers concerns have been addressed.
  
  We thank **************** for his patience during the claim process.  

  Customer Answer

  Date: 07/31/2024

  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:07/11/2024

  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 had a cruise scheduled for July 5, 2024 through July 8. We were contacted in route to the We were advised that they we would not be allowed to board due to a healthcare questionnaire. We ask why we cannot board since we were not having any issues and had not tested positive for Covid or anything else. We were informed that as a precaution, ****** would not allow us to board the ship. We were told that they were denying us boarding and they will be able to get a full refund from the travel company that could be directly deposited in our account an account of our choice, within the day or two that was last week. This trip was for our 10 year wedding anniversary and we have literally been waiting to get that money deposited back into a checking account or my debit card as we were trying to make alternative plans for our 10 year wedding anniversary. Weve been told multiple times that this should be done immediately since ****** denied us boarding that the travel company would take up the matter and wouldve credit those funds back to us ASAP that has not happened . I contacted the travel company on multiple occasions. Ive let them know this is an emergency and we need help with this as we are trying to plan a vacation now out of nowhere due to original plans being canceled by ******. We have submitted all the necessary claim forms and given information as it was given to us. I would like a manager or someone higher corporate office to call me so they can help us set up a direct payment to our account of choice to get these funds back as quickly as possible so we can continue to try to salvage any part of our trip. Thank you. The claim number I was given was ********** and ref# *******. I really need someone to call me back asap this $5,000 I need back asap. My number is ************.

  

  Business Response

  Date: 07/24/2024

  We have reviewed *** ****** complaint and would like to provide the following status on this matter.
  
  Our claims department has reviewed the claim and has contacted the customer on 7/19/24 regarding the finalization of the claim.
  
  The claim has been processed according to the terms of the plan purchased and therefore, no reimbursement will be forthcoming.
  
  ************* has been advised that any issues related to his arrangements being canceled by the cruise line should be reviewed with the cruise line. 
  
  We thank ************** for his patience during the claim process.  

• Initial Complaint

  Date:07/08/2024

  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 were scheduled to take a cruise in May 2024 with Norwegian Cruise Lines. This was a trip that we had saved for/planned on taking for quite awhile. However, our flights were cancelled due to weather and delayed for mechanical issues which was going to cause us to miss all of our flights and we could not make the time before our ship left port. We worked for several hours with ****** Airlines and multiple agents to get our flight but there was none available. We have sent multiple emails and we have spent the past month trying to get a refund on this trip that we could not take due to no fault of our own. We also lost money on booked excursions and a hotel in ********* because we did what Norwegian asked and had planned on flying in a day early. We have submitted all paperwork that they have asked us to submit and I will also attach the paperwork here as well. This has been a very stressful ordeal and we feel that AON and Norwegian are being very unprofessional in this matter. Norwegian booked everything including the flights and we do not feel that it is an unreasonable request to get our money back. We have conceded that we may not get our hotel and excursion money back, but we would like to get the bulk of what we paid Norwegian. I an a teacher and suffer from anxiety and this whole experience has caused me to miss my much needed break while dealing with this issue.

  

  Business Response

  Date: 07/15/2024

  We have reviewed **************** complaint and would like to provide the following status on this matter. 
  
  Our claims department has reviewed the claim and has contacted the customer on 7/12 regarding the finalization of the claim.
  
  The claim has been processed according to the terms of the plan purchased. 
  
  We thank ************ for his patience during the claim process.  

• Initial Complaint

  Date:07/08/2024

  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.

  On May 15, 2024 I had a *** and went to the ** near our home in ******. After consulting medical professionals we were told not to go on the cruise due to risk of repeat *** or stroke and the need for further testing and specialist appointments. We cancelled on May 20, 2024 and filed the claim through Aon Affinity, immediately sending all pertinent medical records from the ** and follow-up primary care visits clearly indicating the recommendation not to go on the cruise. *** began continuously asking for irrelevant information, insisting on a form completed by the attending physician. As any reasonable person knows, you can't go back to ** (or any other doc for that matter) and have them fill out a form for you. The received our signed Medical Records release authorization. We are concerned about their potential overreach and HIPPA privacy violations since they asked for a year of ALL my medical history. They proceeded to send physical mail medical records requests (or so they told us) to the ** hospital and our primary care doctor. We have been in touch with both medical records offices multiple times, and they have not received the requests.We've sent multiple emails to AON sharing this info, and last week we followed up informing them that the traditional mail approach is archaic and constitutes a clear delay tactic, and made a point of sending them the fax #s that we verified with each provider, including a stat 24 hour turnaround fax #. We have yet to receive a response. We originally wanted a smooth and timely refund of our cruise fare ($1628). Now we also want the travel insurance ($195) refunded.

  

  Business Response

  Date: 07/22/2024

  We have reviewed ****************************** complaint, and we are happy to provide status on this matter.
  
  Our claims department has reviewed the claim and has contacted the customer regarding the finalization and reimbursement of his claim.
  
  The claim has been processed according to the terms of the plan purchased and therefore, the customers concerns have been addressed.
  
  We thank ************************** for his patience during the claim process.  

  Customer Answer

  Date: 07/22/2024

  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:07/08/2024

  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 husband and I purchased a trip through Globus for the Turkish Escape guided tour, March 17-March 24, 2024. We opted to purchase the travel insurance provided by Aon Affinity, which was offered when booking the Globus trip. On March 17th, in the Airport, our bag was stolen. We notified the driver and tried to re-enter the airport but was stopped by security. The driver took us to meet the tour guide who later proceeded to make calls to report the stolen bag. The next morning, the tour guide provided us with a QR code to report the bag stolen. It didn't work. I proceeded to inquire about our bag everyday till the tour guide said a claim was filed and we couldn't go back to the airport due to the trip and other passengers. We waited till the day we left, returned to the airport and went to lost and found. The staff there gave a claim number and told us to continue on to security. Once we got through security, we went to the lost and found office. The bag was recovered however everything was stolen out of it. The police didn't speak English and told us we couldn't take the bag with us. They said to pull the claim number on the airports website for the report. When we returned home, I tried to get the report and it wouldn't work. I contacted Globus of the situation and they told me to contact Aon Affinity. On 03/26/24 I went online and filed a claim. On 04/17, I received a letter via email requesting more information. I provided them with the airport lost and found claim number, but they denied it. I contacted ****** and got a statement from the tour guide, they denied it. I asked to speak with a claims adjuster. The claims adjuster called on 06/25. I missed the call. I returned the call 7 times since then plus texted the number. I received a letter via email on 06/25 stating I missed their call. My claim has been denied on 05/08. I submitted new information on 05/28 and it has not been reviewed again and it is still denied.

  

  Business Response

  Date: 07/15/2024

  We have reviewed ****************** complaint and would like to provide the following status on this matter. 
  
  Our claims department has reviewed the claim and the customer has been advised what documentation is required by her to submit to have her claim rereviewed.    
  
  The claim has been processed according to the terms of the plan purchased until any additional information is received. 
  
  We thank ************** for her patience during the claim process.  

  Customer Answer

  Date: 07/16/2024

  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:

  In the document stating what information is required, states a letter from the tour guide stating the loss is acceptable documentation.  I provided that letter from my tour guide.  I am being told now that AON can't use that letter with no explanation.

   

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

  
  
  
  
   
  

  

  Business Response

  Date: 07/31/2024

  We have reviewed ****************** additional complaint, and we are happy to provide status on this matter.
  
  Our claims department has reviewed the claim and has contacted the customer regarding the additional reimbursement forthcoming. 
  
  The claim has been processed according to the terms of the plan purchased.
  
  We thank ************** for her patience during the claim process.  

  Customer Answer

  Date: 08/01/2024

  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 been in communication with AON  and I am waiting for the reimbursement EOB and payments before closing this case.  I believe it will take longer than the time given to respond to this statement.  

   

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

  
  
  
  
   
  

• Initial Complaint

  Date:06/27/2024

  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 missed the Flight to ***** and missed the cruise ship due to weather/flight delay. Claimed denied and did offer any assistance or travel protection. We are out of *******. Unacceptable

  

  Business Response

  Date: 06/28/2024

  We have reviewed ****************' complaint and would like to provide the following status on this matter. 
  
  Our claims department has reviewed the claim and has contacted the customer regarding the finalization of the claim.
  
  The claim has been processed according to the terms of the plan purchased.
  
  We thank **************** for his patience during the claim process.  

• Initial Complaint

  Date:06/20/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was advised my cruise insurance was through AonTravel affinity. Contacted them on May 13th and took almost a month to receive an update that more information was needed, i provided the information that same week and still no change in my claim. When calling the reps are rude and will not give any information on the claim and given a 15 day timeframe before any update.

  

  Business Response

  Date: 06/24/2024

  We have reviewed ******************** complaint and would like to provide the following status on this matter. 
  
  Our claims department has reviewed the claim and has contacted the customer regarding the finalization of the claim.
  
  The claim has been processed according to the terms of the plan purchased. 
  
  We thank **************** for his patience during the claim process.  

• Initial Complaint

  Date:06/20/2024

  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 on *************** in February 2024 for a cruise in June 2024. I had to cancel that booking because I was to have surgery the same week as the cruise reservation and had gotten travel insurance through Aon. I called the number that Royal Caribbean had given me and I filed the claim with *** on May 4th and have had my surgeon send my medical records to *** and have still not gotten my $1800 refund. Every time I call them I get what sounds like the same person with a different name each time and they don't allow me to speak to a supervisor. They have continued asking for more medical records and keep telling me that when they get those records, I should get my refund in ***** days. This sounds like a scam to me. I have received emails asking for more medical records from my surgeon and there are no other records that can be sent to ***.

  

  Business Response

  Date: 06/28/2024

  We have reviewed **************************** complaint and would like to provide the following status on this matter. 
  
  Our claims department has reviewed the claim and has contacted the customer by phone regarding the finalization of the claim on 6/23 and 6/24. Additionally, a letter was mailed to the customer on 6/24 advising of our efforts to reach her to discuss the claim. 
  
  The claim has been processed according to the terms of the plan purchased and therefore, the customers concerns have been addressed.

  If the customer would like to discuss the claim further, they can call our office at ************. 
  
  We thank ************************ for her patience during the claim process.  

• Initial Complaint

  Date:06/17/2024

  Type:Customer Service 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 cruise accident insurance. When I was injured and filed my claim. I signed all the forms, provided all the documentation that was required and paid out of pocket directly to the cruiseline for my medical care and wheelchair rental. This has been going back and forth for several weeks. Now they are telling me to file a claim with my personal insurance and let them know what they say!. I have a torn meniscus and am having surgery in 3 days. I expect the insurance company to stand behind thier policy. My injury is serious and I feel like there is a bait and switch going on. I paid 740 to carnival for my onboard medical care and wheelchair rental. I didn't include things like having to purchase room service or reimbursement for excursions. My claim is cut and dry. For whatever reason they just aren't paying for legitimate claim.

  

  Business Response

  Date: 06/28/2024

  We have reviewed ******************** complaint, and we are happy to provide status on this matter.
  
  Our claims department has reviewed the claim and has contacted the customer regarding the finalization of the claim.
  
  The claim has been processed according to the terms of the plan purchased.
  
  We thank **************** for her patience during the claim process.  

• Initial Complaint

  Date:06/14/2024

  Type:Customer Service 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 carnival cruise 1/23/24 . Since I have a disability I purchased the insurance on a just in case basis . I got sick around 6/7 and I canceled the trip on 6/8 because I have bipolar/anxiety and I am experiencing a flare up so for the safety of myself and others I felt like it was best that I stay on land so I was encouraged by the carnival associate to purchase and if I could not go I could be granted reimbursement but I got this letter tonight from aon although I submitted several medical pages . I want to be reimbursed for the *******. I dont know when I will experience episodes so whats the point of purchasing the insurance if they will not cover you in the event of an illness . I cannot predict my episodes and they are violating my disability rights . If my doctor said I could not go then why cant they refund me the money . I do not want a credit . Carnival and Aon is giving me the runaround and this sounds like a scam .

  

  Business Response

  Date: 06/17/2024

  We have reviewed ********************' complaint and would like to provide the following status on this matter. 
  
  Our claims department has reviewed the claim and has contacted the customer on 6/14 regarding the finalization of the claim.
  
  The claim has been processed according to the terms of the plan purchased. 
  
  We thank ******************** for her patience during the claim process.