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:08/30/2022

  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 5/27/22 we submitted a claim due to multiple flight cancellations on the return from our Princess ******* On 6/28/22 over a month later we received an email saying claims were taking longer than expected to be processed. I have followed up multiple times. As of 8/30/22 over 3 months later their has been no progress made and the customer service continues to speak in circles and give no clear answers. There has been no communication from Aon since the email in June. Aon owes us $719.74 for accommodations, food, and transportation as outlined in the policy we purchased. After reading up it seems there are multiple class action suits against this company as well as hundreds of BBB complaints. I have reason to believe that *** never intended to pay out the settlement and takes advantage of patient customers.

  

  Business Response

  Date: 09/09/2022

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

• 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.

  This insurance company is FRAUD!!! I filed a claim due to Covid on July 12th and as of 8/29/22 still no resolution. It falsely advertise that it will pay a claim within 21 business days and its been over 48 days with the same In process status for over a month. Every time I call for a status, its an overseas call center who has no idea who the claim is assigned to or how long it will take. They are trained to just say they are busy. This company should not be credited at all especially with all the complaints posted.

  

  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. 
  

• 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.

  I was scheduled to sail on a Cunard Cruise Ship, the **************************************************************************** on May 8, 2022. My spouse suffered a serious cardiac issue that made travel impossible prior to the sailing date. He has only recently been given approval by his doctor to travel. I had purchased travel cancellation insurance with AON Affininty Travel Insurance Company through Cunard Cruise Lines. Starting on April 29th, I began my claim. By June 2nd, I had submitted all of the necessary documentation to AON and AON acknowledged the receipt of the required documentation and claim. My claim # with AON is *******. As of today, August 29th, in spite of numerous inquiries via email and telephone, no progress has been made processing the claim and no one from AON has reached out to me. I think 3 months is long enough to wait for some action. *** just keeps saying that they are back-logged in processing claims. The customer service department is "off-shore" and useless beyond reading from their script. Promises that I will be contacted by an "on-shore" customer service representative go unfulfilled.

  

  Business Response

  Date: 08/30/2022

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

• 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.

  Purchased two NCL "BookSafe" Travel Protection Plan Policies (2 Staterooms) on 2/19/** at a total cost of $2840, covering cruise to depart 6/19/**. My wife (******************************) underwent emergency surgery 5/27/**. ******* ****** was first diagnosed in March 2015. Following Transurethral resection of ******* *****(TURBT), two rounds of ******** ***************************** (BCG) Treatment were begun in June 2015, completed in October 2015. A disease free state was maintained for seven years. Regular Cystoscopy, every 3 months (2015-2018), every 6 months (2019/2020), then annual in 2021, showed no recurrence until April 20**. ****** was hospitalized following surgery on 5/27/** until discharged 6/3/**. Two claims filed 6/3/**: Reference #********* - Claim #********** and Reference #********* - Claim #**********. I am uploading what I consider only the most important and helpful documentation. I do have more. Quite simply, as I stated in my review submitted today:Claim submitted 6/3/**; today is 8/29/**. To date I have uploaded documentation 8 different times, wasted hours on the telephone (6 different calls), either on hold or speaking with representatives who recite boilerplate. I have respectfully asked that I be given the opportunity to communicate with whomever has been assigned to my claim (by phone or email) every timenothing. AON tactic is simple: halt the process by demanding irrelevant information from third parties; then do not allow me (the claimant) to attempt to obtain the information myself. Example: form sent to doctor not seen in 7 years, in a different city, when all that is relevant, per the policy, is any treatment within 60 days of enrollment. *** makes an irrelevant and impossible demand for more information; that stops the claim process.

  Customer Answer

  Date: 09/06/2022

  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:Sales and Advertising 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 with NCL out of *******, ** on 06/05/2022. This was paid in 2019. (We actually re-booked 3 times due to NCL CDC cancellations over the last 2 years. We never applied for a refund, just rebooked. As required by the cruise line, my husband and I took the required COVID-19 test at our local Walgreen's drug store on 06/03/2022. My husband tested positive and we contacted NCL and then filed the claim with AON on 06/10/2002. We included all required documentation, including a form that had to be completed by his physician. We received an email on 06/15/2022 from AON indicating that they had received all documentations and would contact us if they needed anything further. I have submitted an online email requesting information, called twice and finally spoke with a supervisor on 08/09/2022. He verified my mailing address and said that he was sending information to the "team" that was handling my case. He could not give me a concrete date, but said it should be resolved in the next **** days. It has now been almost 3 months since the start of this process and they have not reached out to me or completed my claim. They advertise stating most claims resolved within 21 days, however based on the number of complaints with your agency, this seems to be a big problem for them. I am owed over $5000.00 from this insurance company and I am requesting they complete my review and submit my check to me. This is not a complicated case.

  

  Business Response

  Date: 08/30/2022

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

  Customer Answer

  Date: 09/02/2022

  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 as long as payment is received as promised. 
  
  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.

  I had to file a claim for Trip Interpretation back June of 2022. I have sent all the required documents to their adjusters. However, I keep getting requests for documents that I can't obtain or have already sent. To this day, I can't get in touch with anyone that is able to help me outm

  

  Business Response

  Date: 09/12/2022

  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: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.

  My husband and I submitted a trip interruption claim to AON Insurance on June 23, 2022. Since that time, I frequently have checked online, as well as placed calls to AON. Online, my claim status remains at "assigned". It has never moved from "assigned" to "in process". When I call, I get the same scripted answers about the claims department being overwhelmed, the July 4th holiday caused another delay, apology after apology, all the same. The last two calls assured me that my claim was being processed. I pointed out that online it does not reflect that. They again assured me that it was being processed and that they have all the information needed. I have requested a supervisor call me, but never received a call. Today, I asked if I could speak to the person processing my claim. The representative said they were not available (same thing I heard when I asked to speak to a supervisor). It's been almost 10 weeks since we submitted the claim. First, we were told that it would be processed within 3 weeks, then it moved to 21 business days. Both of the deadlines have passed, with no results. I'm beginning to think that this company doesn't exist or just hopes people will give up.

  

  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 find that this resolution is satisfactory to me, however, I am awaiting the reimbursement checks in the mail which the business advised would be mailed within 2 days.

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

  
  

• Initial Complaint

  Date:08/30/2022

  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.

  On February 28th, I fell on a Carnival Cruise and had to be taken to the ** on the ship and I accrued a doctor's **** of $400. Prior to taking the cruise, I purchased travel insurance via AON Affinity Travel Protection. My claim number with them is *********. I have submitted all requested paperwork to them in order to get my reimbursement. I first contacted them in March to verify where my reimbursement was. They informed me that it is still being processed. I have contacted them every two weeks since March and am being told 3 things every time: 1.) We are still processing your claim, 2.) We have not received the paper work from your insurance, and 3.) Please be patient we are understaffed. I have received numerous emails stating that myvaccount was closed due to missing paperwork, but when we call them back, they claim that they have the paperwork. This is beyond ridiculous. We paid for a service and they are not trying to give us our money back. Their information is as follows:AON Affinity Travel Protection ************* My name is ******************************* Reference #: ********* Claim #: ********** I appreciate any help you can give to help rectify this situation!!!Sincerely,******************************* *************

  

  Business Response

  Date: 08/30/2022

  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: 09/02/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and they claim that they have submitted a check to me.  I will end this claim once payment is received.

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

  
  

• Initial Complaint

  Date:08/29/2022

  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.

  $2500 insurance protection for a cruise , I couldnt go becasue I got shot. I sent them all the paper work in june. They told me 2 weeks they keep sending the same email that I need to send in my doctors and i sent everthing when i call they say they got it they dont know why im getting that email but i never can speak to anybody I talk to the same person everytime. I keep calling for an update and they never call back ever they said 21 day its going 3 months and still nothing I called I emailed them nobody is telling me anything I cant even soeak to a claims adjuster just cust service and they say they cant help me

  

  Business Response

  Date: 09/09/2022

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

  They didnt gve me back all my money im missing $500

   

   

   **************************

  
  
  
  
   
  

  

  Business Response

  Date: 09/16/2022

  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.  

  Customer Answer

  Date: 09/16/2022

  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:08/29/2022

  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 obtained a trip to ******* through Trafalgar Travel and purchased the travel insurance they recommended. At the end of our trip, we came down with covid and couldn't come back home to ******* and had to stay in ****** for six days. We filed the normal claim to AON, they received it 6/20/22 per their email claim #*********. Currently we are going into the third month of waiting for the claim to be completed and yes, I have tried calling and even emailed them with the only response being they are working on the claim. Before even going on this trip, I wanted to view the coverage and tried calling the insurance company a few times and not once did anyone even answer the calls. Considering that lack of communication before the trip and now the lack of response of the claim it makes one wondered if we made the right decision using this insurance company in the first place. Any help would be greatly appreciated! Thank you, **************

  Customer Answer

  Date: 09/06/2022

  Better Business Bureau:
  
  I wanted to express our gratitude for your help with our travel insurance issue in it wasn't being processed in a timely manner.
  
  Today, Sept 6, 2022, we did obtain the funds concerning the claim.
  
   
  
  Best Regards,
  
   
  
  ***********************;