Complaints
Customer Complaints Summary
- 1,518 total complaints in the last 3 years.
- 153 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:08/25/2022
Type: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 family and I travel with Carnival Cruise Line June 4th-9th I purchased travel insurance through Aon. We received our luggage at the end of the trip 3 pieces were damaged. On June 16 a claim was filed with ***. July 16th I received an email said me claim was being processed. I called Aon on August 1st. I was again informed that my claim was accepted and being processed it would be finished with in 21 days. I call asking today August 24 and was informed yet again that it was being processed.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:
Good day, the issue with AON has not been resolved. There asking for a police report or from the cruise company the damage happened in June. We sent in the required documents and pictures.
*****************************
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: 09/23/2022
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:************** is in ********** **. Not ********. A letter has be summit to verify the claims. It extremely hard to get someone from the cruise line to write a statement for something that happened 3 months ago. Not to mention over 500 miles to the cruise port. I have never had luggage damaged before I was unaware these things were required. I thought since I spent so much money on travel insurance this would be such a hassle.
*****************************
Business Response
Date: 10/03/2022
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 trust this responds to the concerns raised in this complaint.Initial Complaint
Date:08/25/2022
Type: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 filed a travel claim under insurance I purchased from this company for a trip to ******. I canceled the trip because of sickness and filed the claim with a on around June 27th. The claim has never been processed and I am continually told that they are backlogged with no expected date of completion of my claim. I believe something is not right I paid the premium for the insurance and now I'm not getting the service that I paid for.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: 09/07/2022
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:08/25/2022
Type: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 bought insurance to cover my trip and registered my claim and all of the needed documents by May 10th. They have placed a message on the website saying they are behind, but expect a decision and payment within 4 weeks. It has now been over 12 weeks and all i can see on the website is that my claim has been assigned to an examiner.Business Response
Date: 08/25/2022
We kindly request that ************** provide us with his claim number and travel dates and policy number so that we can research his issue further.
Thank you
Customer Answer
Date: 08/27/2022
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:my claim has still not been processed. The claim number is ********* and the date of travel was 4/2/2022. The claim was submitted by May 15th.
*****************
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: 09/07/2022
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:08/25/2022
Type: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 travel insurance with this company for a cruise that I went on. There was an accident on the cruise with my child on June 23, 2022 During the cruise. I filled a claim on June 30th 2022. I called the company because they told me that it should take up to 21 days.. It is now 2 months later and I still not had a resolution. When I called them on Aug 2, 2022 they told me to give them some more time. I asked them about how much more time and they could not give me a date. The claim is under my child's name *************** and the claim reference number is *********. I had to pay over $700 to the cruise line and waiting on my refund from Aon Affinity. I feel I've been extremely patient. It's well over the 21 days.Customer Answer
Date: 09/01/2022
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:08/25/2022
Type: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 12 night ******* Isles cruise on Royal Caribbean departing Aug *****, 2022 through our travel agent on Oct 18,2021 (document received). I developed Shoulder pain and visited an orthopedic oncologist on April 27th. After an MRI and a CT, a **** ***** was discovered (document received). Surgery to remove part of my humerus and the humerus head was scheduled for Aug 3, 2022. I cancelled my cruise on July 20, 2022 and quickly received all port charges, taxes, gratuities and excursions paid from Royal Caribbean. Remaining balance was $8202.00 (document received). I immediately filed an insurance claim. Unfortunately, I then contracted COVID at the end of July and had to reschedule until Aug 30, 2022. I received an email from Aon on Aug 19 stating my claim was denied because I purchase the waiver insurance on 5/22/22.I have no idea where they received this information because every document sent shows it was booked and deposited with insurance on Oct 18, 2021. I have called multiple times and even spoken with supervisors who can not see any information. Claims **** was supposed to call me yesterday but didnt. Please help with this as no one who has found out they have ****** should have to deal with this mess. 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 *** and ******************* 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 have determined that my complaint has NOT been resolved because:This was not a preexisting condition, (developing within 60 days of final payment)but first saw a physician Jan 2021 due to pain. Any treatment came from the recommendation of the original orthopedist after the standard course of of steroids and physical therapy. The ** scan was performed at the very end of June and the surgery option was determined in July, not because of worsening symptoms, but rather due to the ** scan at the end of June. At no time was I told that even though I opted in for insurance at the time of my ****** deposit,(my number one concern before booking as I questioned my travel agent extensively before booking on October 18,2021) that insurance wouldnt be in force until final payment of the cruise fare. My Travel Agency was shocked when I told them I was denied as a pre-existing condition and sent me all my information saying that I booked the insurance on October 18 of 2021. They said they were never instructed that and were told that you could use or book insurance up until the final payment. What else do they need?
*******************************
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:Royal Caribbean and Aon insurance company are taking advantage of the very people that need the insurance. I booked with confidence that if I had an issue for a medical reason I would be covered, and they always find a loophole!I will never be happy with the response that theyve submitted.
*******************************
Business Response
Date: 09/21/2022
We have reviewed ******************** further comments and respond accordingly.
While we do appreciate her disappointment with the outcome of her claim, please understand that the Kesslers claim was reviewed and determined in accordance with the terms and conditions listed in the waiver purchased.
As their reason for cancellation fell directly under a waiver restriction, we were unable to consider their request for a cash reimbursement. The Kesslers can contact the cruise line directly regarding the future cruise credits with which they have been provided.
We trust this responds to ******************** further comments and this matter is now concluded.Initial Complaint
Date:08/25/2022
Type: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 daughter and I traveled internationally to ******* thru Grand European Travel.The trip was scheduled May 2 through May 13, 2022 We purchased travel insurance at the recommendation of Grand European Travel through Aon Travel Insurance. We were advised that this insurance covered interruptions caused by Covid On May 12, 2022, my daughter contracted ***** (the day before we were to go home)I contracted Covid two days later May 14, 2022. We were advised that we were unable to fly home until we tested negative or, after 10 days after obtaining a doctors note. We were in ******* during our quarantine time.My daughter and I both spent our own money on hotels, food, medical supplies, cell phone bills, taxies and other miscellaneous items for which we have provided Aon with the receipts. The claim, including the form and receipts was submitted on June 1, 2022, via Aon Travels website. My Case reference number is *******, Aon policy number is ******** and Claim Number ********** As of today, I have not had ANY resolution from Aon Travel I have attempted to verify the status of my claim on their website, but it continually states it has been assigned to an examiner and I am no longer able to access the actual claim any longer I have called Aon for assistance three times and have been advised that they have an increased high volume of claims. An email I received stated the same thing, that they apologized for the inconvenience, but the process would be delayed due to high volume of claims, or the claims examiner will be in touch.There has been no contact from that response to date After reviewing my daughters receipts/expenses, she is owed $2,469.20. After Reviewing my own, I am owed $1,133.59 both in American dollars. I want AON to review our claim and send us our money within 30 days or we will be contacting an attorney to further pursue the reimbursement of our funds unless there is something the BBB can advise or do.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 ********************************* and *********************************** for their 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.
Thank you for all your help.
My complaint has been resolved to my satisfaction.
Best Regards,
***************************;
Initial Complaint
Date:08/23/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I booked a trip with Virgin Voyages for September 11th 2022. I bought Aon Affinity Travel insurance along with my purchase. I cancelled by trip on July 20th 2022 and was informed I would have to file a claim with *** in order to receive a full refund. I submitted my reasoning for canceling on July 21st 2022 and was informed that it would take 20 business days to receive a decision on my claim. Fast forward to 21 business days later and I have not received a decision. I havent received any type of correspondence concerning the documents I submitted and whether or not the documents i submitted were accurate or not. I have no idea what is going on. Every time I call, I am told that it can now take longer and they have no idea when the claim will be finished. To spend ******* plus an additional $100 for insurance and not have a reasonable wait time for compensation is outrageous!Business Response
Date: 09/01/2022
We have reviewed *********************************** 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:08/23/2022
Type: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 booked back to back cruises on Norwegian Cruise Line that sailed from ************* on April 28, 2022. We purchased insurance through the cruise line which is fulfilled by Aon Affinity. The first cruise was a transatlantic voyage. We were required to test for covid before continuing on the second leg of our journey on May 14. My husband tested positive for covid so the cruise line put us off the boat in *********** on May 14. Because we needed negative covid tests to fly home to the US, we were forced to stay in ****** for 7 days until we could get a certificate of recovery for my husband. We not only missed the full 10-day ******* Isles cruise, but we had to book all new airfare home since our original airfare was from Amsterdam (the debarkation point of the second cruise) to the US, and we incurred transportation, food, lodging and covid test and recovery certificate (needed so my husband could fly home) expenses while in ******. We bought over the counter covid tests so I could test daily since if at any point I tested positive, we would need to document the test result and would have to stay in ****** even longer. I never tested positive. (NCL refunded our prepaid shore excursion expenses but we received only a partial refund from our original airfare.) We returned home on May 22 and I submitted our claim and all required documentation to Aon on May 27. I received a reply email on that same day with our claim reference number of ********* and to expect the claim to be processed in 21 business days. I have called Aon on 6/17, 7/27, 8/5 and 8/27/22. Each time, I am told that they have received a lot of claims, they have all the documentation they need for my claim, it has been assigned to a claim examiner, and I should rest assured because they will process it. It has been almost three months and they are holding my reimbursement money hostage. I need assistance to get them to actually process my claim and refund me the money that we are due.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 *********** for their patience during the claim process. We trust this responds to the concerns raised in this complaint.Customer Answer
Date: 09/06/2022
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 did not reimburse all of the transportation and dining expenses that I submitted and that should have been reimbursed under our policy. I appreciate that they finally reviewed my claim and have sent some reimbursement, but I will be submitting an appeal for additional reimbursement. I will also not ever use this company again due to their lack of responsiveness and their awful customer service.
*************
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. We have received an additional payment to cover expenses that were not previously reimbursed. However, I don't think their method for calculating reimbursement accurately reflects our costs per day and our prepaid excursions, and I will not use this company again.
Sincerely,
*************
Initial Complaint
Date:08/23/2022
Type: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 Holland ******** Premium Protection Plan for $558 (total is for both of us)for an 11 day cruise departing on March 16,2022. My husband contracted ***** during the cruise and we were quarantined on the ship . We filed a claim to AON Insurance on 4/02/2022 including all of the receipts. *** has repeatedly requested a response from ********** primary and supplemental carrier. We filed with ****** for the $411.20 onboard medical charge from Holland *******.This was promptly paid by ****** and all copies of their claim payment as well as a copy of the check was sent to AON Insurance before 6/23/2022. In fact, it was sent to AON twice, as they kept sending notices that they needed further documentation.On 7/22/2022 we called AON to ask what they were requesting. We were told that they had everything, we just needed to wait because of an adjuster backlog.Today, we were informed that they closed the claim until this mystery documentation has been submitted.We would like this claim to be paid after waiting five months and providing the requested documents.The AON Reference #********* Claim Number:********** Thanks for your help. **** and *********************************Business Response
Date: 08/31/2022
We have reviewed *********************** complaint and we are happy to provide status on this matter.
Our claims department has reviewed the claim and the customers 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.Initial Complaint
Date:08/23/2022
Type: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.
2/15/22 i paid in full to COSMOS TOURS $2902.00 FOR a ********************* May 16 to May 25, 2022> I took sick and found i had a dental implant infection that required immediate oral surgery, which the dentist schedule d for May 6, 2022.. making it impossible to travel for my tour on 5/16/22.. Cosmos refunded me $1935.00. AON TRAVEL is holding the balance of $966.80. I filed a claim with AON since April 22, 2022. Also dental and other supporting documentation were provided to AON.My AON CLAIM REFERENCE NUMBER IS : ******* THE COSMOS TOUR REFERENCE NUMBER WAS : ****** To date im still trying to get my refund back from AON in the amount of $966.80Business Response
Date: 08/31/2022
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: 09/01/2022
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.
In settlement of my claim against AON. I just received a refund check #****** in the mail today in settlement of claimed filed.
Therefore in receipt hereof, I deemed this matter closed.
Thank you very much for your assistance in resolving this issue on my behalf.
I very much appreciated it indeed
Yours
***********************
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.