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:08/23/2022

  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.

  Wesubmitted a claim for trip interruption with AON on June 1, 2022 - reference number*********. Unfortunately, while on a Trafalgar tour in ******** my wife and I tested positive for COVID. Although, we were NOT ill, asymptomatic, or in need of medical attention we were still unable to fly home as originally planned based on *** rules. As a result, we were required to stay isolated in our hotel room by local authorities for an additional 10 nights before being allowed to fly home.AON states they resolve claims within 21 business days, but we are still waiting for them to process and reimburse us for the additional expenses that we incurred (receipts submitted to AON). When we enquired about our claim status later in June, we were told to allow additional time for proper review. When we inquired again later in July, we were told thatthey were currently experiencing an increase in claims and must allow our team members the additional time necessary to appropriately review each claim submission. It is now end of August and we still have not heard anything. Since the status of the claim according to AON website is still listed as assigned and not in progress, I suspect they have not even gotten around to review our claim almost 3 months later.

  

  Business Response

  Date: 09/01/2022

  We have reviewed *** and ***************** complaint,and we are happy to provide status on this matter.
  
  Our claims department has re-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:08/23/2022

  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.

  I purchased Carnival Vacation Protection for our cruise #****** that departed from **********, ********** on 08/05/2022 AON is the servicing partner for the Vacation Protection. I received positive Covid Test results on the morning of 08/05/2022, and per Carnival, had to cancel my vacation. Per Carnival's website, illness is covered at a 100% cash refund. I opened claim ********* with Aon on 8/5/2022, Today I received communication that myself and my travel companion, (my husband) were receiving a check each for $704,98. I called *** to discuss and the representative stated that no explanation has been provided to state exactly what this covers. This amount does not represent half of the monies paid for this trip. Illness (Covid) is advertised as 100% cash reimbursement. This trip consisted of airfare, transfers to and from the airport, excursions and cruise fare.

  

  Business Response

  Date: 08/30/2022

  We have reviewed ************** complaint and we are happy to provide status on this matter.
  
  Our claims department has followed up with Carnival to verify the cancellation penalty amount imposed for their booking.  At this time, we have received corrected information indicating there is an additional $512.96 per person due for the cancellation. This additional payment was sent to the Davises on 8/26/22.   
  
  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:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We paid for AON Travel Insurance through our travel agent for Viking cruise. Kicked off the cruise halfway thru due to Covid positive test. Filed claim with AON early June. Can never speak to Claims agent, only customer service (who have no ability to do anything, only send emails to claims agent ). Sent all receipts with original claim and subsequently. Each time I call customer service they get info wrong: date of claim, whats been sent, sometimes they say its being finalized, sometimes they say they need more (but NEVER specify what). At my **** end dealing with them, constantly having to call and start from scratch. I want to speak with someone who really knows whats going on but am told ** not allowed to speak to claims agent, only customer service. Im due a lot of money back for cruise, airline tickets, etc. and cannot get a straight answer.

  

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

  Customer Answer

  Date: 09/08/2022

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

• Initial Complaint

  Date:08/23/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We filed a travel insurance claim through our travel agent with Aon on June 10, 2022 for $9,887.50. This insurance was purchased to cover an Insight Vacations trip originally scheduled for 8/17/2022 including stops in ******. That trip was canceled by Insight because of the outbreak of war in the region indicating it would be used on future travel. After Insight Vacations canceled the trip, I was diagnosed with terminal cancer. Once it was determined I would not be able to travel again, we immediately filled out all of the required medical forms and submitted to Aon for reimbursement. We received a confirmation email showing a reference number of ******* and a claim number of **********. We have emailed repeatedly and called but only receive a response that they are too busy and claims are taking a long time. The claim has remained at an Assigned state since being submitted without any further progress. We are extremely anxious for this claim refund in order to deal with the medical bills rolling in from the cancer treatments and would appreciate any help at getting it resolved quickly.

  

  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: 09/07/2022

  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.
  
  Our claim #******** was closed before the company provided the final resolution. This resolution was acceptable to us but we have no way of noting that in the closed complaint. Since they did handle it satisfactorily we hope that you are able to change the resolution to show that. 
  
  
  
  Thanks so much for your assistance in this matter. It's the only thing that worked! 
  
   
  
  

• Initial Complaint

  Date:08/23/2022

  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.

  NCL Cruise April 24, 2022 - May 8, 2022. I had to see the medical staff on May 4th with an ear infection. Invoice for services was $2737.45, which I paid. After filing with my insurance carrier, and claim was processed, I filed with Aon Travel Insurance. (Claim *********) They acknowledge that claim was received and assigned 5/23/22. Today is 90 days since that claim was assigned and nothing has progressed. I have made repeated email contact and phone calls and each time am told they have a high volume of claims and they are so sorry it is taking so long. They clearly state on their website and on the recorded message that claims are processed in 21 business days. I have also reached out to NCL. All cruise lines need to find another provider that can guarantee faster service. Apologies are not appropriate. I, and I am sure thousands of others, need a faster response.

  

  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. September 1 received an email stating the claim is settled and a check will be mailed within 2 business days.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:08/22/2022

  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 Travel Insurance with Aon Affinity Travel through Regent Seven Seas Cruises on 07/23/2021 with final payment date for the ****** Cruise and Land Tour on 02/08/2022. The Embarkation date was 06/08/2022.I became acutely ill in May 2022 necessitating evaluation by an Oncologist who required a Bone Marrow Biopsy for diagnostic purposes. I had to cancel my ****** Cruise and Land Tour due to my illness. Needless to say, **************************************, my traveling companion canceled the ****** Cruise and Land Tour too. My Travel Agent (*************************************) cancelled the ****** Cruise and Land Tour with Regent Seven Seas Cruises on 06/02/2022.I filed a claim online for the cancellation of my ****** Cruise and Land Tour with the Aon Affinity Travel Insurance Company on 06/23/2022. I was provided a Reference Number: *********.I called Aon Affinity Travel Insurance in early August and again on 08/11/2022 since there was no update about the status of my claim online. I spoke with a **************** representative who read from a script letting me know my claim is under review. I asked to speak with the Agent reviewing my claim or a Supervisor. The representative told me someone would call me back in 2-3 days both times. No one called me about my claim.

  

  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 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: 09/05/2022

  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 received the refund for both ************************************** and me in the mail on 9/2/2022.

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

  
  

• Initial Complaint

  Date:08/22/2022

  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 have filed a travel claim due to medical issue (hospitalization before the trip for child with fractured skull and brain bleed) requiring trip cancellation for two of the guests. Claim #********** Ref #******* All paperwork and additional supporting documents have been submitted. Processing time is now multiple weeks beyond Aon commitment for processing. And despite calls, *** is saying we just need to wait longer. Aon is not processing claims on time, ignoring us, and not providing any feedback on the claim. We are asking that *** please process the payment for the two guests that could not travel (child and mother).

  

  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 we have confirmed that ****** did not purchase the plan that we administer.  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. 

  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: 

   

  Aon travel insurance insists that they do not administer the waiver plan. And states princess is to offer the refund.

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

• Initial Complaint

  Date:08/22/2022

  Type:Order 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 Travel insurance from Aon and have a claim, number *******, which was filed on line 6/11/2022.They state 21 business days to be paid. It is way past this.When I look online at their website regarding my claim, since I inputted the claim, its continually states assigned and never proceeds to next step processing!! After numerous calls each time, they state it takes time and call back in 2 weeks. I am tired of calling back every week, which is ridiculous I paid for insurance and should be paid for my claim.I appreciate your assistance with this.Thanks, *****

  

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

• Initial Complaint

  Date:08/22/2022

  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.

  AON Claim # ********* Paid $196.88 x 2 for a total of $393.76 for travel insurance for my husbands and my cruise. Tested positive for COVID at the ***************** May 21st prior to flight home. Denied us from flying home. We were stranded at airport. No hotels in *********, it was a national holiday weekend. A taxi driver agreed to drive us to *******. Double masked, barrier between self and driver. Quarantined at ******* for two nights. Got flight Monday, May 23rd. Used two masks, maintained distance, used lots of sanitizer, did not accept beverage service, avoiding contact with others for flight from ******* to home on Monday. Filed travel insurance claim for expenses on Friday, May 27th. Told to expect resolution in (3) weeks. Claim is asking to be reimbursed for unused plane tickets from ********* to **********, taxi ride, hotel room, new plane tickets Checked AON website every week for first three weeks, Status said, assigned to examiner- never processing. Past (3) MONTHS have emailed the company every other week. Each time the response is be patient due to high volume of claims. First week of August and asked for examiners name. Told they did not have that information. Calls are routed to offshore customer service department who have NO ACCESS to claims and read the same script of thank you for being patient. We are working through a large volume of claims. Called local office who gave us a number. Still to an offshore customer service department. *** will not process our claim, *** will not give us the name of the examiner who is assigned, *** received almost $400 to work for us and do not do their job. They are getting money from thousands of people for each trip, so company has the money it needs to settle claims in a timely manner. We want our claim processed.

  

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

• Initial Complaint

  Date:08/22/2022

  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.

  This is in reference to my claim with Aon travel insurance. My wife my granddaughter and I went on a ****** cruise in May that crossed the Atlantic out of ***** in May. On the cruise we contacted ***** and could not renter the US till we received a fit to fly authorization from a health professional we had to quarantine for 10 days after we tested positive. We arrived back in the US the first week of June. I filed and uploaded documents the first week of June. I did not hear anything back from Aon so I called the first week of July. The agent told me to defile again and wait the 21 days again. I told this person I had already provided documentation and I have the validation emails. He told me it would then be expedited. I received email the following week say they were running behind but would get back to me Now it is August 20 and I have not heard anything back about processing the claim. I believe the policy I had should cover the $6900 I provided documentation for. Which is less than the actual costs I incurred. My claim number is *********. This company is not honoring its contractual obligations and I encourage others who are looking for travel insurance to take my experience to heart when deciding if you desire to use this company and have an unfortunate experience by which you need to be reimbursed for travel expenses because of some unexpected event

  

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