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:08/29/2022

  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.

  Travel insurance was purchased to cover a trip planned for May *****, however we had to cancel due to one of the participants being hospitalized. All documentation was submitted by 7/5 including receipts and medical statements, however, I've yet to hear from AON in response to the claim. Their automated system states claims are processed within 3 weeks, however we are 6 weeks out. I've attempted contacting customer service, however they can't tell me anything outside of "is processing."

  

  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:08/29/2022

  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 went on the Carnival Cruise on June 14th. I fell from tripping over a metal plate that was sticking up in the carpet on the ships floor where my cabin was. I went to the infirmary and had to get stitches in my right palm of my hand. The cost was over $300. I put in a claim the very next day in 7-18-2022 while I was still on board the ship. Its been over 21 days and Im still waiting on my claim to be Settled. It is now 8-27-2022 and my claim is still pending.

  

  Business Response

  Date: 08/30/2022

  We have reviewed the **** ******* 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:08/29/2022

  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 filed a claim on June 6, 2022 confirmation #*********. Other than receiving confirmation that our claim has been received we have not received any other communication and its been 82 days. We had return home flight issues and had to purchase new flights in order to come home to return to work. Princess ******* recommended to guests through website for required post Covid testing option to use Optum binaxnow. The issue with this was there was not sufficient internet connectivity service on the ship to do the online Covid testing. We tried to connect to the internet continuously throughout the day with no success to do the testing. There were so many guest walking around the ship trying to get assistance with the internet but guest services had no answers. We also tried to schedule Covid testing at the ***************** but there were no available appointments prior to our original flights leaving at 12:30 pm. Also, we received notification from ****** Airlines that our original flights had been delayed and we were given the option to rebook or cancel but ****** Airlines would not allow me to make the changes since the flights were booked by Princess. So we were provided an option to take a shuttle bus to ******* and fly out of a ******* to get home. So, we purchased shuttle bus tickets and flights from *******. 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 his 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 do not agree that this should not be a covered reason. Our return home flights were affected due to Covid testing requirements from ****** to the US. Princess ******* recommended using the test kits that we purchased for the day before disembarkation. Princess ******* knew they did not have sufficient internet service available for guest to connect to the physician supervised Covid testing on board the ship. This option should have never been recommended to the guest as an option to test before flying home to the **. On the day before disembarkation so many guest were having difficulty completing the testing requirements due to internet connectivity issues. If we would have known that the internet service on the ship could not support the physician supervised Covid testing we would have chosen another option or made airport Covid appointments in advance. But by the time we realized we needed other testing options there were no appointments available at the airport before our original flights. We had no option others but to take the shuttle bus to ******* and fly home from ******* with new flights on the same day to get back to work.

  Thenk you,

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

   

   

  
  
  
  
   
  

  

  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.  
  
  In the interim, we trust this responds to the concerns raised in this complaint. 
  

• Initial Complaint

  Date:08/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a trip cancellation claim on April 29 due to my wife being injured in a fall. I submitted the last requested document on June 25. Since then, my claim has been left unresolved. I have called a few times, most recently on August 27. Each time I am told that no further action from me is required, but they cannot provide any estimate on when they will make a decision about my claim.I am seeking repayment of the $1,500 airfare cancellation fee charged by ****** Cruise Line.

  

  Business Response

  Date: 09/01/2022

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

• Initial Complaint

  Date:08/29/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the Travel Protection Plan when booking a European trip through Monograms. I tested positive for COVID-19 on 5/29/22 while in Rome, and ***************** at time required proof of a negative COVID-19 test result before boarding a flight to *************. Therefore, I needed to cancel my scheduled return flight on 5/30 and remain in **** until I could produce a negative test, which I did on 6/3/22.I completed my claim submission with all supporting documents by 6/15/22 (Claim #*******). *** claims their standard processing time is three weeks, but noted delays in processing due to an increase in claims. It has been over 10 weeks now with no resolution. I contacted AON customer support on a number of occasions (7/1, 7/15, 7/22, 8/12). Each time the representative apologized that the claim was taking longer than initially expected and thanked my for my patience as they worked through an increase of claims, but would not provide any more detail on the status of my claim or expectation of resolution. When pressing the rep on 8/12 (*****) for an expected date, she confirmed that it was "still in review" but could not provide anything further details since she is only ***************** I then asked to speak to a manager in the examiner's **** who could provide additional details. I was put on hold for ****************************************************************************************************** However, the follow-up message simply reiterated the delay due to an increase in claims and provided no further information regarding my specific status.I am seeking reimbursement for the out-of-pocket costs per the policy purchased, and thus far have received no response by AON after over 10 weeks.

  

  Business Response

  Date: 09/07/2022

  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: 09/08/2022

  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.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:08/29/2022

  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.

  We did a ****** land and sea ****** with Princess ****** line. The trip had Aon insurance. Booking number ****** From June ****, 2022. We tested positive for Covid on June 10 and was quarantine 5 days per ****** Department of health Covid guidelines in *********, **. We completely missed the sea part of the ******. We filled a claim with *** on July 9, 2022 and they claim 21 day turn over. Its been 7 weeks and waiting I have sent numerous emails and get the same automated response each time. Very disappointed in Aon and their customer service ****** and ***************************

  

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

  Customer Answer

  Date: 08/31/2022

  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 are asking for more documents that I have already submitted

  i think they are trying to drag their feet on this matter 

  they have told me if I submit more documents it would start the **************** again

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

  
  

  
  
  
   
  

  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:

  They have satisfied some of the claim
  

  still waiting a response from them on the hotel accommodations during Covid-19 quarantine they have said that they will cover this but havent seen any kind of effort to send the remaining balance of the claim

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

  

  Business Response

  Date: 09/23/2022

  We have reviewed **************** additional comments and we are happy to provide further status on this matter.
  
  Our claims examiner spoke to **************** directly to review the claim payments made on the Rhodesclaim.  We can confirm that all covered benefits have been paid at this time and there is no additional benefit for which *************** is eligible to be reimbursed based upon the documentation submitted.
  
  We trust this responds to the concerns raised in this complaint.

• Initial Complaint

  Date:08/29/2022

  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 took an ****** cruise in may of this year. One of our bags did not arrive in *******. Was told by our Norwegion cruise representative that the bag would not be delivered to us until we reached our second port. Told us we had AON insurance and it would cover up to 750 dollars to replace needed items before the luggage arrived. We filed a claim with AON on may the 16th. I have contacted AON a couple of times only to be told the same thing. That they are behind and will get to my claim when they can. Their website says claims are handled within 21 days and now im 3.5 months into this and still no farther along than day one. My claim number is *********

  

  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.  

• Initial Complaint

  Date:08/26/2022

  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.

  Purchased travel insurance through Carnival Cruise Line, turned in a claim 3 weeks ago and customer service is still not processing claim. I had to pay the premium at time of purchase and I feel that 3 weeks is totally unacceptable in processing said claim. Claim # is *********, *********************, ************************* and *********************.

  

  Business Response

  Date: 09/01/2022

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

  Customer Answer

  Date: 09/01/2022

  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 talked to them numerous times in the last 3 days and they will not tell me what they have paid or if they have paid.  Just talked to them again at 4:16 PM on Sept 1 CST.  I just want to know how much each check has been issued for all 3 claimants and WHY it has not been mailed!   *********************

   

  
  
  
  
  
   
  

  

  Business Response

  Date: 09/09/2022

  
  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/or documentation submitted, and the customer should have received a response already or will be receiving a response shortly. 
  
  We trust this responds to the concerns raised in this complaint. 
  
  

• Initial Complaint

  Date:08/26/2022

  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 purchased a travel protection for a cruise I purchased from Carnival Cruise Lines for trip on June 25, ****. I couldnt make the cruise due to me missing my flight and I contacted Aon Travel Insurance to file a claim on July 1, ****. I was told after the claim was flies that I would receive my refund In 3 weeks. Its almost 2 months ago and I still havent received my refund. I called Aon and no one can give an answer for how much longer its going to take process the claim. I was told its still under review 2 months with no solution provided.

  

  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.  

• Initial Complaint

  Date:08/26/2022

  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.

  Filed a claim on May 6, 2022 for our travel insurance after a trip disruption. Company still says that the claim is being reviewed and no more information is needed. Called the company multiple times for updates. On 8-5-22, representative said there were no supervisors available to talk to, but he was submitting a note to the claims department and I would receive a call within 2-3 business days. Never received a call. I called back today and spoke to a supervisor who said that a call back request was never submitted. She said she would submit another call back request to claims, but that is all she can do. This is the same place that I was with the company in early August.

  

  Business Response

  Date: 09/01/2022

  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 find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

  Customer Answer

  Date: 10/04/2022

  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 initially filed a BBB complaint on 8-25-2022 for lack of response on our travel insurance claim for an April 2022 *********** trip. After filing the complaint, I was contacted by a claims examiner who asked me to contact ********* Airlines for documentation of reason for flight cancellation. After speaking with her, I obtained the documentation from ********* Airlines and emailed it to her. I also responded to the BBB saying that they were resolving my complaint. Ever since resolving my complaint, the claims examiner will not respond to repeated emails with the documentation they requested and repeated phone calls asking for an update on the status of our claim.
  
  *****************************
  
  
  
  
   
  

  

  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 trust this responds to the concerns raised in this complaint.