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:09/06/2022

  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.

  Traveled on Holland America Line to ****** June 12-June 19. Became ill with ***** on June 18 and directed to quarantine and restricted from flying until June 28. Submitted my claim for hotel, meals, and air travel under medical and trip interruption on June 29, 2022. Got an email acknowledging receipt of documents & that claim would take 21 business days to process. Then received an email that an additional 10 business days would be needed. These notifications were electronic "Do not Reply" emails. Made 2 phone calls & was told only that the claim was under review. Was not able to speak to anyone other than the call center. It has been 48 business days and I have not had any further information but was told by **** in customer support that a report would be filed. When I asked for a copy to be emailed to me, I was told that Customer Support cannot send reports.

  

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

  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:09/06/2022

  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.

  As part of a Celebrity Cruises trip to ******* 06/02/2022 we purchased Travel Insurance which was from AON.Our AA flight from *********, ** to ******, ** was cancelled and AA only offered a standby flight to **. We were able to get a Delta flight to ** and then get ground transportation to ************, **.I filed a claim (Ref# ******* Claim **********) with AON for the cost of tickets, $534.20 and the ground transportation of $115.75 and provided documentation 06/20/2022. The claim shows on-line as "Assigned". I called in July and received an E-mail apologizing for the delay. I called again today (9/2) and again just got apology for the delay but no promise of action.

  Customer Answer

  Date: 09/08/2022

  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.
  Good news! I received e-mails today from AON indicating that they completed the review of our TripDelay claim that we filed 06/20/2022  and the reimbursement would be mailed within 2 business days.
  
  They honored our claim except for the additional baggage fees of $50 which they say werent covered. Our original airline tickets were for first class so we shouldnt have had to pay additional but Im not going to argue further.
  
  The response after I contacted the BBB has been amazing. Sincere thanks for your help!
  
  *************************;
  
  
   
  
  

• 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.

  I was booked on a cruise with Holland America on Feb. 19, 2022. I spent over30 hours trying to get from ** to ***************. I failed because of extensive flight delays and cancellations. I had to spend an overnight in DC and then ended up back in ** and another flight delays. It was too late to make the ship before departure. I filed a claim, *** requested more flight info, which I sent them. I received a refund for the hotel and nothing else. When I talked to someone, the claim was closed on the computer but I was told it was still open. Nothing but form responses since then. It's been over 6 months.Attached are 1)statement from the airlines and 2)credit card statements for the airlines and Uber, going from ****** back home.Uber $87.90 United. $230.40, trip to *** ********. $291.10. Trip back to **.Holland ******* $1668

  

  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: 09/22/2022

  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 heard anything from them

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

  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:09/02/2022

  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 wife and I purchased aon travel insurance for our cruise. Due to flight issues our original tickets were canceled and our cruise line told us we were responsible for purchasing new flights. The cruise line told us to submit a case via aon for reimbursement, which we did on 6/30/2022. Our case has been under review with no new information since the submission. Meaning sixty-four business days have passed, triple the original twenty-one business day average.

  

  Business Response

  Date: 09/08/2022

  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: 09/14/2022

  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 is now requesting additional information, after waiting more then sixty plus days to review my documentation. Unforunately I am having a very hard time proving my flight was canceled. I suspect the long delay between when I originally submitted my case and me now having to request proof of cancellation is playing a role.

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

  

  Business Response

  Date: 10/02/2022

  We have reviewed *** ****** additional comments and we are happy to provide further status on this matter.
  
  Our claims department has reviewed the additional comments and additional documentation submitted,and the customer should be receiving a response shortly regarding their claim payment. 
  
  We trust this responds to the additional concerns raised in this complaint. 
  

• Initial Complaint

  Date:09/02/2022

  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.

  Was unable to go on cruise we had booked back in Jan of 2022 (4 people total) due to one testing positive for covid the day of boarding. Was told to file a claim and did. 8 months later still no refund every time I call I am told "we mailed a check" but big shocker, NOTHING EVER COMES! it doesnt take 4 months to get a check in the mail. Was told this 4x now. This is the WORST company EVER!!!!!!! How long does it take????? I dont make millions and need my money back NOW!

  

  Business Response

  Date: 09/08/2022

  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: 09/08/2022

  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 heard a SINGLE word via telephone or email from this matter. If I dont call and wait on hold for 20 min while they get a supervisor to read all the notes and understand whats going on, I wouldnt know ANYTHING about it. It has been 8 months, EIGHT MONTHS, since all this went down. WHY does it take so long and why havent I been contacted??? 

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

  

  Business Response

  Date: 09/28/2022

  
  We have reviewed *** ******** additional comments and we are happy to provide further status on this matter.
  
  On 9/23/22 we reissued the claim payments that had not been previously received by ****************** and her fellow traveling companions. The new sets of checks were sent via ****** On 9/23/22 we spoke with ****************** and on 9/27/22, we left a voice message for ****************** both calls provided the tracking numbers for their corresponding ***** shipments.
  
  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.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  Date:09/02/2022

  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.

  Cruise was scheduled with NCL in May, got to the airport approximately 2 hours early for a flight to *****. American Airlines advised me that I didnt have a health form completed to get on the flight. Spoke to NCL, was advised they never heard of this. AA advised of an app to complete. I completed the form and the response was, will take 2 days for the code, called NCL to advise. Never took this cruise, filed a claim with AON travel insurance. After filing claim, received statement advising claim will be processed with 21 days after all documentation is received. I sent all documentation the same day I filed. Called customer service within a week to check if documents received, advised yes. I checked online status for about a month before status changed to ASSIGNED. At day 60, I called to check on the status, was apologized to for taking so long, *** stayed would send message regarding my concern. After about a week, status changed to ASSIGNED. At 90 days I called representative and was advised in final stages of processing. I advised was told this before. Requested to speak to a supervisor. The supervisor apologized to me that this was taking so long. He advised would send information to processor as priority and to give them a week. I called yesterday which was the seventh business day and spoke to the same supervisor, he advised no word from the claims processor. I questioned him why didnt you contact the processor as a follow up. Asked can he call the processor since he didnt respond the first time. He advised thats not the processor. Advised supervisor if I didnt hear from him tomorrow I would report this to ************ and Better Business Bureau. Supervisor had no response to this. So here I am filing a complaint since I havent heard anything today.

  

  Business Response

  Date: 09/08/2022

  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: 09/09/2022

  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:

  The response I received was a denial stating the reason for my cancellation is not a reason they see as sufficient  I did forward a copy of the denial to the BBB once I received  again I did not cancel, I was not advised that this information was something that I needed to take this cruise  provided also was a copy of the text that I received from the *** employee that I texted that day stating he had never heard of this information in the past. I explained to the representative from *** that I must have been the only person that was denied since this was something that none of the *** representatives have heard of either  

  I bought travel insurance to take care of any problems that *** have come up, whats the use of getting the insurance.  After contacting AON insurance, was advised to file an appeal. I did that, also tried calling the supervisor at AON, who had talked to me in the past. I have yet to receive a call back after leaving a message for him at least three times now.

  Thank you for your assistance in this matter.

  ***********************;

  
  
  
  
  
   
  

  Customer Answer

  Date: 09/12/2022

  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:09/02/2022

  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 11/05/2021 I got injured when I was at the private island of Carnival, this happens on day 2 of the cruise resulting on a broken toe of the right foot, I did purchase a travel proteccin with Aon Affinity Travel Practice, On 7/14/2022 I summited 2 claims, one for interruption of trip along with medical Bill, for doctor visits, medications and surgery. According to this company it will take up to 21 days to reviewed and finalize, but after many email and phone calls , every time the answer is that someone will email me or call in 2 business days, but that never happens. I will like please to help for you to help me in this matter because after all I'm still in not been able to resolved this issue on my on. I need this money backin order to pay all the money borrow to care for my self in this situacion. I also will like to mentioned that my diabetes would not allowe me not to have taking care for the injured. As I mentioned I have had called there corporate office, Carnival customer care, the company several numbers and always the same scrip response that I have mentioned above. I have provided Aon Affinity Travel Practice with all information contained, treatment, medications and surgery papers.In hope that you can help me in this matter. Best regards. *********

  

  Business Response

  Date: 09/08/2022

  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: 09/15/2022

  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:

  On 9/2/2022 I received an email from Aon Affinity Travel claim department recuesting more information in order to continued with my claim. I provided all the information requested on 9/9/2022. As of today's date 9/15/2022 I haven't hear back from the business yet!

  
  

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

  

  Business Response

  Date: 10/03/2022

  We have reviewed *** *******’s additional
  comments and we are happy to provide further status on this matter.
  
  On 9/30/22 our claims
  department contacted *** ******* to discuss her claim’s determination.    
  
  We consider this
  matter with *** ******* closed.

  

  Business Response

  Date: 10/03/2022

  We have reviewed *** *******’s additional
  comments and we are happy to provide further status on this matter.
  
  On 9/30/22 our claims
  department contacted *** ******* to discuss her claim’s determination.    
  
  We consider this
  matter with *** ******* closed.

  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:
  

  
  

  [Your Answer Here]The option of denied my claim, after 3 montha of been on review, to make a desition from one day to another, because after speaking for a very first time with one of the claim department agent by the name of ****** ****** is when they denied.  I belive that they didn't ready from start my claim becuase I never denied not having treatment on board, and that is what they say is the reason for the final desition.  This is very disturbing, this business have no regards on people..This claim from my part is not closed yet as the business been so quick to determined..

  
  

   

  
  

   

  
  

   

  
  

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

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

  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:
  

  
  

  [Your Answer Here]The option of denied my claim, after 3 montha of been on review, to make a desition from one day to another, because after speaking for a very first time with one of the claim department agent by the name of ****** ****** is when they denied.  I belive that they didn't ready from start my claim becuase I never denied not having treatment on board, and that is what they say is the reason for the final desition.  This is very disturbing, this business have no regards on people..This claim from my part is not closed yet as the business been so quick to determined..

  
  

   

  
  

   

  
  

   

  
  

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

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

• Initial Complaint

  Date:09/02/2022

  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.

  Two non-responsive claims: 17 weeks ago on 3May2022, submitted Ref******* ********** for simple $627.15 onboard medical cost reimbursement. It stated "only ******** Primary Insur, no ******** coverage, no Secondary Insur". After 10 weeks, received email asking for Secondary ********** (ignored info on application). I responded same-day via email and upload advising NO SECONDARY INSURANCE. My response was ignored and after 14 weeks, I received an email saying I had not responded. i resent email, uploaded with a complaint about failures of the claims adjuster, then called and spent an hour on the phone confirming receipt. SECOND CLAIM: 7 weeks ago on 16July2022, Ref******* ********** was submitted for $10,424.75 onboard medical reimbursement plus another $10,000 related to medivac disembarkation. STATUS: Assigned but NOT IN-PROGRESS. My $20,000 out-of-pocket expenditure is at a credit card interest rate exceeding 20%. I reached out to both NCL and Princess ****** Lines about AONs incompetence and delays. This was a waste of my time.

  

  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. 

  Customer Answer

  Date: 09/21/2022

  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:

   

   Status info is available online.  What is not online is explanation of why more than 16 weeks to settle a claim and hold onto my medical reimbursement funds.

   

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

  

  Business Response

  Date: 09/23/2022

  We reviewed ************** additional comments and reached out to ************ directly to discuss.  With this discussion, this matter is now concluded.
  

• Initial Complaint

  Date:09/01/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased travel insurance through this company and had to cancel our cruise as my husband fell and fractured his hip and cannot travel for several months.I filled out all the necessary paperwork for this on July 5th and am still waiting for $2871.05.I have called several times and am still waiting. Please help Thank you

  

  Business Response

  Date: 09/08/2022

  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: 09/08/2022

  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.
  
  *********************************************
  
  
  
   
  
  

  Customer Answer

  Date: 09/12/2022

  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: 

    This travel insurance agency has not paid us the money that is due despite filling out various forms for reimbursement. My husband has Parkinsons and fell, fractured his hip and had hip replacement surgery before we were able to go on this cruise. I sent in all the necessary information on July 5th and have not received our money--$2,871.05. Our claim number for this is: *********. The BBB complaint # is: ******* please help. I thought they were going to resolve this but they have not. Thank ************************* ************ 

  
  
  
  
  
   
  

  

  Business Response

  Date: 09/23/2022

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

• Initial Complaint

  Date:09/01/2022

  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 took a Norwegian cruise that was supposed to return 6/7/22. My daughter tested positive for COVID on the ship and had to be taken to quarantine in ***** for a week. We submitted a claim with AON on 6/22/22. They acknowledged receipt of the paperwork and that they were having delays in processing. I have checked back frequently and asked to speak to supervisors, but none are available and the rep always says it is in process in claims and we cant call them. I have received no feedback at all and no settlement. I feel like this is a scam. Can you check into it?

  

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

  Customer Answer

  Date: 09/12/2022

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