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:08/31/2022

  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.

  AON had held my insurance deposit of $200 for my daughter and myself since 2019. This was for ******* ******** in Santa Cruz, Ca.. That conference was cancelled for 2020 and 2021, but we kept our money there hoping for a future conference. We also kept our $200 deposit with Road Scholar for ******* ********. In February 2022 we were informed that the conference was scheduled, but with no covid information about how they would protect seniors from the ongoing pandemic, so I cancelled our attendance. I have for the past six months tried to get our insurance deposit of $200 back from AON. I have provided them with my doctor’s letter confirming that I am 79 years old with autoimmune disease and that the doctor’ s medical advice is that I do not go to the conference. All I’ve received from AON is requests for more paperwork with which I have complied. This has dragged on for months beyond the 21 days AON stipulated. I have recovered deposit from Road Scholar. It has been exhausting.

  

  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: 09/12/2022

  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:

  sent AON a doctors note describing reasons for canceling trip.

  This was the third time sent so I hope to receive the return of $200.

  This is to inform you that I am complying with their requirements and its been six months.

  Thanks,

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

   

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

   

   

  
  

  
  
  
  
  
   
  

  

  Business Response

  Date: 10/19/2022

  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 consider this matter with ************************ ********* now closed.
  

  Customer Answer

  Date: 10/20/2022

  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: 

   First of all AON did not acknowledge my doctors letter which they requested in August and which I sent.  secondly until their rejection of my claim they never said there was a time limit on my complaint.

  thirdly 

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

• Initial Complaint

  Date:08/31/2022

  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.

  On October 18, 2021 I purchased a Royal Caribbean Cruise Vacation for 6 people which INCLUDED the *** INFINITY VACATION INSURANCE. I was able to make payments on the COMPLETE PACKAGE so I did just that.I finished paying it off on April 20, 2022. My mom freaked out at my sons Special-Olympics game just weeks prior to cruising & it became unsafe so I had to make arrangements for respite care which cost much more than the cruise so obviously it was due to dust need to cancel her cruising with us. DATE OF PURCHASE: OCTOBER 18, 2021 DATE OF FINAL PAYMENT ON PACKAGE: APRIL 20, 2022!!!! The AON AFFINITY SCAM INSURANCE is USING THE DATE OF MY FINAL PAYMENT ON MY PACKAGE AS THE DATE PF PURCHASE. And for that reason they are denying my claim! If they dont refund my money to MY credit card, Ill have no other option but to *** due to not rendering services & withholding money thats owed to MY credit card. So, that would be fraud to my credit card too because services were not received by them.

  

  Business Response

  Date: 09/13/2022

  We have reviewed ******************** complaint pertaining to her mother, ***************************, claim, and we are happy to provide status on this matter.
  
  Our claims department has again reviewed the claim and the customer should have received a response already or will be receiving a response shortly. 
  
  We thank ****************** and ************ for their 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:

  First off, I paid $922 for my mom to cruise. Due to my moms aging mental condition worsening near sail date, I had to find her respite care at a facility that cost triple what the cruise did, that being said, it was a daunting decision that I had to make and it was not taken lightly but was for her safety as well as other passengers safety. The insurance company is attempting to give my mom a $273.60 credit. Second, thats **** because I paid triple that to begin with. Third, her aging mental condition has not gotten better & there are no other meds that a doctor can prescribe to improve it so tell me how would you like for my mom to use said credit? If my back is against the wall & my credit card wants their money back, itll be fraud because my moms did not receive services from said vacation. This will be a small claims court issue if this doesnt get resolved here. 

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

  
  
  
  
   
  

  

  Business Response

  Date: 10/02/2022

  We have reviewed *** ******** additional comments regarding her mother, ***************************, claim and we are happy to provide further status on this matter.
  
  Please note that we can confirm that the appropriate reimbursement, in accordance with ************** travel costs, as noted on the travel arrangements and as evidenced on the Cruise Vacation Receipt attached to this inquiry, has been provided.   Correspondence has been sent to further clarify the payment provided, confirming it is the full cancellation penalty imposed on ************** booking, as per the cruise line.
  
  We trust this responds to the concerns raised in this complaint. 
  

• Initial Complaint

  Date:08/31/2022

  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.

  This a travel insurance reimbursement from a trip to Ireland in 3/19/22. We missed our flight to ****** due to American Airlines fault. I submitted a claim upon return. *** asked for a letter from American Airlines stating the reason we missed the flight. I received a letter from them a forwarded it to AON. they have requested this information 3 times each time I have submitted the letter. I have received an email stating they received the information and my claim would be processed within 21 days. I have now received a letter stating they closed my claim because they have not received the information requested. I called AON and spoke to ********* he confirmed that I have sent the information 3 times and would forward my claim on to the team I did a follow up call and once again had ********* on the phone. He said they had many claim and I needs to be patient. I asked to speak to someone on the team and he declined that information. So Im reaching out to you for help. Thank you.

  

  Business Response

  Date: 09/07/2022

  We have reviewed *** and ******************* 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 their patience during the claim process. We trust this responds to the concerns raised in this complaint. 

  Customer Answer

  Date: 10/13/2022

  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:

  We miss a flight to ****** when our flight from ********* was delayed. I filed this claim 7 months ago. They closed the claim when they said I didnt send a requested letter from the airlines. Which I had sent 3 different times. They reopened my claim and have requested that I sent everything over again and additional airline information. That was a month ago. They say they are backed up with claims and Im tired of the run around they are giving me.
  

  
  
  
  
  
   
  

  

  Business Response

  Date: 10/18/2022

  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 trust this responds to the concerns raised in this complaint.  

• Initial Complaint

  Date:08/31/2022

  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 insurance for a Norwegian Cruise set to sail from ****** on July 1. I had to cancel due to my husband and I getting Covid. I submitted my claim on June 28 and was told it would take 21 days to process. My claim remains in processing status. When I called for an update Im being told they cannot advise when my claim would be processed. Its been over 60 days since my claimed was filed. I am afraid that they have no plans to settle my claim and refund me my money.

  Customer Answer

  Date: 09/06/2022

  Better Business Bureau:
  
  Please be advised my complaint has been resolved by the company. They processed my claim with full payment. Although I remain very disappointed with the service and time it took to settle my claim, it has been resolved to my satisfaction. 
  Thank you for all that the BBB does for the the consumer. 
  Thank You
  ****************************;
  

  
  

   
  
   
  
  

• Initial Complaint

  Date:08/31/2022

  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 tested positive for covid during our cruise, i filed a claim for 4 in my family.i filed a claim for over $1500 for the 4 of us. AON only paid ****** for me and ****** for my 1 daughter. i've been calling and keep getting no worries it is being looked at. i cannot get an adjuster or supervisor to explain the breakdown of costs. it shows 0 missed nights on calc sheet. no one on the phone can see the paperwork i submitted already, i've been told i would be called back, i just want emails now so it is in writing, we had 2 rooms for our cruise. royal caribbean put us in 1 room and then told us we could not fly. shuttled us to car rental place and we had to buy car seats for 2 little ones to drive to PA, food along the way, hotels along the way. please use email for contact, my phone blocks all unknown calls

  

  Business Response

  Date: 09/08/2022

  We have reviewed **************** complaint on behalf of *** ***** * **************, 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 **************, as well as *** ***** * **************, for their patience during the claim process. We trust this responds to the concerns raised in this complaint. 

• Initial Complaint

  Date:08/31/2022

  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 were scheduled to take a cruise on Celebrity Summit on May 13, 2022 - Reservation No *****. On May 12, 2022, the day before the cruise, my husband was admitted to ********************, ***********, **. for precordial pain. I called Celebrity and cancelled the cruise. Celebrity promised a refund $772.20 in taxes and tours but then withheld $400 of the refund indicating we had cruise care, insurance with AON Affinity Travel, *********************************************************************. They told me to contact AON at ************.I contacted AON and received a reference number for the claim: *******. I completed the Trip cancelation claim form and mailed it with hospital records on May 19. I mailed a second letter to AON on May 30, ***************************************************** a second Trip cancelation claim form. Three months later, I still have not received a refund. I paid Celebrity $6.164.20 which included $448 for the cost of the travel insurance and taxes. It was paid in full on my Chase credit card. I believe that *** is responsible for refunding $5,522 which includes the actual cost of the cruise (less taxes and travel insurance) and the $400 not refunded by Celebrity.I have called AON FIVE times asking why the claim has not been paid. Initially they said it would take 21 days. After that, they continually said that they had many claims and were backlogged and were responding in the order in which they were received. I asked if they needed more information. They indicated all documents have been received. My last phone call was with ******, a senior **************** Rep because I demanded to speak with a manager. He gave me the same response. "They have many claims and are handing in the order received."I believe AON is being unreasonable in withholding my refund for three months and would appreciate your assistance in expediting this claim.

  

  Business Response

  Date: 09/15/2022

  
  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 *** and ******************* for their 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:

  AON Affinity Travel has NOT contacted me.  I have NOT received the compensation due to me. Therefore, I am not satisfied with their response. I am not looking for their promises. I am looking for the financial compensation due.

   

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

   

  
  

  
  
  
   
  

  

  Business Response

  Date: 09/21/2022

  We have reviewed **** ******** additional comments and we are happy to provide further status on this matter.
  
  As noted in our initial reply, ****************** would be receiving response shortly.   Please note that on September 15th, our claims department mailed two checks in the amount of $2,849.34 each to ***************** and her husband.  
  
  We thank ******************* for her continued patience during the claim process. We trust this responds to the concerns raised in this complaint. 

  Customer Answer

  Date: 09/22/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  *************************************************
  
  
  
   
  
  

• Initial Complaint

  Date:08/31/2022

  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 purchased AON travel insurance through Carnival Cruise Line for our cruise out of ***************************************** through 6-12-2022). Our cruise was interrupted when both of us contracted COVID on the cruise. We were put in quarantine per cruise protocol and were still quarantined at the end of our cruise. We contacted AON and were told our travel insurance would qualify under the travel interruption coverage. They provided us a link to file our claim. We filed a claim on 6-17-2022 for our travel expenses to return to our home in the state of ******* since we could not travel by air. These expenses included rental car, gas, hotel for one night and meals. The total claim for travel expenses was for less than $600. Our claim (*********) was assigned to an examiner within a couple weeks of being filed. We provided the car rental receipt with details, hotel bill, gas receipts and restaurant receipt. We also provided documentation from the cruise's medical staff of our COVID illness and quarantine status. We also provided information of Carnival's offer to provide a future cruise credit for the days that we were quarantined. We were not sure if the value of the cruise days lost would be covered under the travel insurance. *** has not requested any further information.We have contacted AON twice via email and numerous times via phone over the past two and a half months only to be told that they CANNOT give us any estimate of when our claim will be processed. We are asking the BBB for help in getting our claim processed and payment made to reimburse us for all expenses and lost covered by our travel insurance with AON.

  

  Business Response

  Date: 09/06/2022

  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 ****************** and her husband for their 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.
  
  I want to thank the BBB for their assistance in resolving my claim.  I honestly dont know how long, or if, my claim would have been resolved without their assistance.

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

  
  

• Initial Complaint

  Date:08/31/2022

  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 bought AON travel insurance through Princess ****** Lines for a three week cruise that began February 5th, 2022. We paid $346.80 for the travel insurance for the three week cruise.On the last week of the cruise, we tested positive for COVID. The ship quarantined us for 2 days on the ship and then princess booked a hotel for us. They quarantined us at the hotel for another 8 days per CDC recommendations at that time, due to inability to fly home. We finally returned home on Saturday, March 5th, 2022.We submitted a claim and all the supporting documentation to AON on Monday, March 7th, 2022, claim number *********. We expected AON to get back with us in a few weeks so we waited patiently. We contacted them in June, July and August and they tell us the claim is in progress. At no point do they tell us what they are waiting fo,r and it seems to my wife and I that they are giving us the runaround. It is coming up to six months since we placed the claim for $2,042.94 due to being quarantined in a ******* hotel and getting back home.All required documents have been provided and we are waiting for processing and issuance of a reimbursement check.

  

  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 ************** and his wife for their patience during the claim process. We trust this responds to the concerns raised in this complaint. 

  Customer Answer

  Date: 10/25/2022

  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 business, AON Affinity Travel, has sent over four checks to satisfy our complaint with them. We reviewed the amount we filed for and then reviewed the amount they paid us. The checks they sent were short a total of $115.60. When they were calculating the Trip Delay Benefits for Airfare Expense Incurred, they listed the amount as $115.60. But the amount we submitted for the claim was $231.20.
  
  We made enquiries with the company trying to resolve this discrepancy. We figured they had already cut us a check for the other amounts and it was obviously an accounting error. We spoke to a customer service manager named **** on 10/5/2022 who agreed with our assessment. He told us he couldn't cut the check, but had to submit it to the *** Adjusters.
  
  We waited a week and then received a call on 10/12/2022 from a person at *** named **************** ************** who had originally contacted us after the first checks were sent. We described the issue in detail to ****, who also agreed that *** had missed the $115.60. He promised he would do everything in his power to have a check cut for us for the $115.60. He assured us that *** would correct this and cut a new check for the missing amount.
  
  It is now 10/25/2022 and we have waited two check cycles as **** told us they normally cut checks on Friday. We still have not received the missing monies.
  
  Thank you BBB for following up on this issue.
  
  *************************
  
  
  
  
   
  

  

  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 his patience during the claim process. We consider this matter with him now closed.

  Customer Answer

  Date: 10/31/2022

  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:08/30/2022

  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.

  On July 9, 2022 we boarded the *** Getaway. After only 2 hours on the ship (and still at port) he had a accident and fractured his elbow. After X Rays on board it was determined we needed to exit the ship for ************** hospital. There we were told we would need to travel 60 miles via ambulance for emergency surgery the next morning. After surgery and one more night in the hospital we quickly drove home before the nerve block and medicine wore off in order to transfer care to a surgeon at home the next day. We are now in over 6 weeks later we are in physical therapy three days a week and dealing with nerve pain and healing. I initially opened the claim for trip interruption and medical reimbursement on July 29, 2022. In this time I have not heard from AON for additional information and the site still states that the claim has been assigned. I called after the 21 days and was told they have everything they need but could not give me a time frame for completion. Today I received my first communication saying they need additional time but no time frame. I am asking for full 150% reimbursement of the cruise (as we never even sailed). reimbursement of items left in the cabin and not recovered by *** and medical expenses.

  

  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: 09/12/2022

  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:

  Though I did receive a quick initial response after the complaint was made (and the representative was very kind and knowledgeable) and have received reimbursement for the travel interruption and lost items, I have been asked to send in more documentation on the medical part of the claim. 

   

  Messages were left on 9/7 and again today on 9/12 asking if any further information was needed after those were uploaded.  I am hesitant to close this complaint until I am assured the medical bills will be paid.  

  
  

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

  

  Business Response

  Date: 09/29/2022

  We have reviewed *** ******** additional comments and we are happy to provide further status on this matter.
  
  Please note that upon receipt of the additional information requested to finalize the medical claim, on 9/28/22, we issued the applicable payment of the covered medical expenses incurred. 
  
  We trust this responds to the concerns raised in this complaint. 
  

  Customer Answer

  Date: 10/02/2022

  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 partially resolved.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  Date:08/30/2022

  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.

  We booked a cruise for scheduled for June 3, 2022 through Cruise.com for Celebrity . We bought AON Affinity cruise insurance that covered all parts of vacation including flight, bookings. On the plane, I got sick and had significant pain on June2 . Ended up in hospital with surgery. I cancelled cruise through Celebrity. I also asked for a claim form on June 10 from Aon . I was told they would respond in 2 days. I didnt receive a claim form until July 1. I sent all things in by July 6. The company stated it would be 21 business days until I get claim completed. I have called and been given the same answer it is being processed. I have asked if they need anything and the only response is we will get into contact with you. We have a higher number than usual claims. Well at August 29, it is way more than 21 days. Their web sight says 21 days. We have had no other communication. We have made calls and e-mails. We have rescheduled cruise for September26. We are unable to go without this claim money. There is no way to ask questions. The only thing they say its being processed.

  

  Business Response

  Date: 09/15/2022

  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.