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:08/19/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I purchased travel insurance from AON Travel for a Princess ****** on 6/4/22. We were both diagnosed with a COVID infection during our cruise and were isolated and quarantined onboard our ship and were required to quarantine by the ******** Government for nearly a week in ********* ****** after disembarking the ship before being allowed to return home to the *** on 6/24/22. We filed timely claims and uploaded needed documents on 7/5/22 for covered travel/trip delay expenses, food related expenses (per diem) and airline rebooking expenses. We filed four (4) claims online with AON Travel to fully claim our travel expenses that we experienced because of our COVID infection quarantine and travel delay expenses. The claim numbers are as follows: *********, *********, *********, *********. We have repeatedly followed up by telephone with AON travel customer service regarding the processing status of our claim and have been told each time that they have no estimate on the timing review and to process our claims. The estimated processing time for claims process by AON travel upon filing was 21 business days. At the time that this BBB complaint was filed (8/19/22) it has been 34 business days. We believe that the processing delay by AON travel is unreasonable and demonstrates bad faith on the part of AON travel in processing and paying good faith claims for travel insurance coverage. We would like an expeditious processing and payment of our claims.

  

  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: 09/15/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The payments made to me are not accurate. I have inquired with AON Travel about this however no explanation of how the claim amount processed was arrived at could be given to me. This matter could be resolved if a claims adjuster would contact me by phone for a short discussion about the nature of the claims pending. This would allow us both to understand what has been processed, how it was processed and what is still outstanding. Communication with AON Travel if very difficult as their phone reps are not empowered to help only to read from a script asking for more time to process claims. - *****************************

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  

  Business Response

  Date: 09/21/2022

  We have reviewed *** *******’s 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 his
  patience during the claim process. We trust this responds to the
  concerns raised in this complaint.  

• Initial Complaint

  Date:08/19/2022

  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.

  Myself and family members took a 7 day ***** Isle cruise on the *** Gem, on May 29th. My portion of the cruise was $4,597.84. Airfare not included. We purchased the Standard Booksafe Travel Protection, thru the *** site. The The travel policy is thru Aon Affinity. Our travel plans were to take the cruise, spend 2 days in ****** *****, fly back to **, then spend 4 days at a cabin in South Carolina. On day 6, I tested positive for covid. I was transferred to a covid isolation hotel in ******* Itatly. During the transfer my carry on bag was lost. In this bag were my prescription medications and prescription glasses ($640 for these items). On June 10th, I tested negative. i was released from isolation ($1,360), and took a 2 hr cab ride to ****** ($323.28), to fly back to the US. I lost the last day of the cruise, My 2 days in ******, and the 4 days at the cabin ($436.32). On June 21st I filed a trip interruption claim with Aon Affinity. I did not file a lost luggage claim because Aon Affinity said I first had to file with ***, and I read in their policy that they did not cover prescription glasses. I did file a lost baggage claim with ***. Havent heard back! My Aon Affinity reference # is *******. I also filed on behalf of my roommates *********************, and *****************************. They lost their last day of the cruise, trying to make arrangements for me. My brother, *********************, also stayed an extra 4 days in ******, to manage my care. Neither my brother or myself had to pay anything extra to rebook our air travel, we did however lose our seat upgrades. After I filed claim I received Email that it would take 21 days to process claim. After 30 days I contacted Aon Affinity to inquire of status. They sent another email stating it would take ***************************************************ask that the adjuster call me. About a week later, a lady called and stated it would take 21 days and no adjuster had been assigned.

  

  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 his 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,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  Date:08/19/2022

  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 had a cruise with NCL scheduled for 3/20/2022 departure. I had purchased insurance through Aon. On 3/11/2022 my father died. I filed a claim with *** on 3/18 attaching documentation requested at that time (receipts from NCL) for amount of ******** (attachments AonCruiseCancel.pdf and AonConfirmSubmit.pdf). On 5/18 I was contacted via email requesting the death certificate which I uploaded that same day (attachment AonAddlRequestMay.pdf, AonConfirmationMay.pdf). On 6/16 I received an email saying additional documentation was required, but the list provided in the email was blank (attachment AonRequestJune.pdf, letter dated 6/17 due to time zone differences which hold true for rest of attachments). To be safe I re-uploaded the documents (AonConfirmationJune.pdf). Next day I called customer service and was told it was an automated email sent monthly and that nothing further was required. I received a similar email on 7/16 about missing documents (AonRequestJuly.pdf) and contacted them again and they assured me they had everything. On 7/19 they sent email that included: "We apologize that your claim is taking longer than initially expected. We appreciate your patience as we work through an increase in claims and allow our team members the additional time necessary to appropriately review each claim submission. Should we need any additional information, we will notify you." (AonUpdateJuly.pdf). On 8/15/2022 I received email saying my claim was closed because I hadn't submitted the necessary documentation. (AonClosesAug.pdf). I called them on 8/16 and was told they could see no reason why claim was closed, but they did not provide a satisfactory response other than to say they would call me back. They've had three days to respond and haven't, so I'm filing this complaint. I suspect they intend to dodge the claim until I give up. Please help me get paid!

  

  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 his 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:
  
  Regarding complaint  ID ********, the business has paid the claim. Even though they have provided NO explanation why they mistakenly closed my claim, I'll accept this resolution. I just hope that if I ever have to make a claim with them again it isn't such a challenge. 

  Thank YOU BBB for getting them to listen. 

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

  
  

• Initial Complaint

  Date:08/19/2022

  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 filed a travel claim with Aon Affinity Insurance Company on June 30, 2022. The claim was for less than $300 for expenses incurred due to an unexpected travel delay. This is a covered expense under the terms of the policy and should be a routine claim. I was told it should be resolved within 21 days. I was given a claim #********* and informed thru the "check claim status" it was "assigned" with no further information required. It is now August 18 with no resolution to my claim despite making two phone calls and several email attempts to get AON to complete the claim. The only reason they can give is "they are experiencing more claims than normal". I have lost all faith in Aon and hope you can assist me in getting this resolved.

  Customer Answer

  Date: 08/30/2022

  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:08/18/2022

  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 insurance for a cruise. My husband had to cancel because of an ulcer on his foot. His Dr would not allow him to go. I submitted my claim on 6/21/22. They advised that it takes 21 days. I emailed them on 7/13/22. They responded with an email advising they would contact me shortly. I called them on 7/18/22. They advised that they needed a letter from the cruiseline. I called the cruiseline and got the letter. I sent it to them on that day. The confirmed receit of the document on 7/20/22. I have called them on 7/22 and 7/29. They told me that the clock started again and it would be another 21 days. I called again on 8/9 when they told me they were behind but had everything they needed and would be expediting it. I should have somehting in 7 days. I called again on 8/18, in which I asked to speak to a manager after being read the script again..... I was told the manager would call me back that evening before 10 pm. No Call. My claim is for $1837

  

  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:08/18/2022

  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.

  Travel insurance was purchased for a cruise on Norwegian Cruise Line for March 10, 2022. My husband had a medical issue and we cancelled the trip filed a claim . Submitted information from the doctor . We were told the claim was denied because of a date submitted by NCL. NCL provided a detailed letter explaining the error and they were going to review the claim. The doctor provided a written letter . I have been told hey need more time to review. This has been going on since March. I call weekly and can not speak with a supervisor, have left messages. They tell me it is denied and when I ask them to read everything in the file they find that is is under review and need more time. I need them to pay me the money spent on a cruise that we could not take or return it to *** credit card. I purchased the insurance I had coverage they are refusing to honor the claim. Please help ***be you can get a response WE can not. The total amount paid was $3, ****** for a cruise and excursions that we did not take.

  

  Business Response

  Date: 09/02/2022

  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:08/18/2022

  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.

  I am ******************************** and submitting this on behalf of my mother-in-law, ********************************* purchased a cruise with Royal Caribbean Cruise line on Enchantment of the Seas sailing April 14th, 2022. Her reservation number is ******* and we purchased travel insurance through RCCL from Aon Affinity Travel Practice. She was forced to cancel her reservation before the cruise due to a medical issue. Upon our return, I assisted ***** to submit a claim from AON's website. This package included an Attending Physician's Statement which confirmed her medical condition prevented her from traveling until she had surgery to correct the problem. That surgery didn't occur until after the cruise ended.August 8th, 2022, ***** received an email containing a letter stating that her claim was not eligible for reimbursement. Further stating that the reason for cancellation needed to be an injury/sickness or death. The Reference Number for this is ********* and the Claim Number is **********.I contacted AON on Aug 9th or 10th and asked for an explanation. The representative kept telling me the claim was denied. I explained that I understood that but since my mother in law has a medical issue that prevented her from travelling, I was requesting more details about why it was denied. After some time with no results, I requested a supervisor, the representative put me on hold several times and finally came back and reported that no supervisors were available. I provided my phone number and requested a call back from a supervisor in the next 24 hours. That didn't occur. Today, I received an email from RCCL stating that my mother in law's claim was denied but she would receive cruise credit for 90% for the cruise value. I am seeking a full cash refund from AON since her condition clearly fall into a medical illness or injury which prevented her from travelling. If AON continues to stand by their belief, then I would like the specific details of how they made this determination.

  

  Business Response

  Date: 08/30/2022

  We have reviewed ****************** complaint,and we are responding accordingly. 
  
  According to the information presented, **************** was scheduled to depart on a Royal Caribbean cruise on 4/14/22.  She filed a cancellation claim with us and Royal Caribbean advised they were notified of the customers cancellation on 4/7/22.
  
  Under the Cancellation Penalty Waiver Program, it states the following:
  
  This Cancellation Penalty Waiver is an addendum to your cruise ticket contract. Through the Travel Protection Program, Royal Caribbean will waive their standard cancellation provision and refund to you IN CASH the otherwise non-refundable value of the unused portion of your prepaid cruise vacation, should you or your traveling companion need to cancel your cruise vacation for any one of the following reasons (subject to the restrictions noted below*).
  sickness, injury, or death of yourself, a traveling companion or members of either of your immediate families, which is diagnosed and treated by a physician at the time your cruise vacation is terminated;
  involvement in a traffic accident, en route to departure, that causes you to miss your cruise;
  your home is made uninhabitable by a natural disaster such as fire, flood, earthquake, hurricane or volcano;
  you are called into active duty by the military to provide aid or relief as a result of a natural disaster;
  subpoena or being called to serve for jury duty.
  
  In addition, the waiver contains the following limitations:
  
  *Please note the following restrictions:
  Royal Carribbean will not waive their cancellation penalty and provide a cash refund, should you cancel your cruise vacation for any of the following reasons:
  a condition that first presents, worsens, becomes acute or has symptoms causing a person to seek diagnosis, care or treatment, or prompts a change in medication, during the 60 days before you purchased this waiver;
  mental, nervous or psychological disorders, or normal pregnancy, unless hospitalized; elective abortion; drugs or intoxicants, unless prescribed by a Physician;
  business, contractual or educational obligations of you, an immediate family member, or traveling companion;
  declared or undeclared war, or any act of war;
  service in the armed forces of any country;
  any unlawful acts, committed by you or a traveling companion;
  other condition, event or circumstance occurring prior to your purchase of the Travel Protection Program.
  
  Upon review of the medical information on file, it was determined that the condition causing cancellation did not meet the terms of the plan as the condition does not appear to have been treated nor was there any other acute illness at the time the trip was cancelled.  In view of the above we may not provide reimbursement for her claim.
  
  However, the plan does contain a Cancel For Any Reasonprovision, however, this is not a guarantee of a cash refund, rather this is a service provided by Royal Caribbean to guests who do not have an eligible claim to instead receive a future travel credit equal to their cancellation penalty amount so that she may rebook the cruise at a more convenient time.
  
  At this time, we have issued a letter regarding our claim determination and future travel credits will be forthcoming.   We trust this information sufficiently responds to the concerns raised in ****************** complaint.  Should you have any questions, please feel free to contact our office.
  
  
  

• Initial Complaint

  Date:08/18/2022

  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 planned a vacation for late May to ********** and More specifically **********. Unfortunately my daughter and then all of us came down with *****. I submitted a claim to AON on 26 June with all necessary documentation and have consistently contacted them and received a canned response stating that they are busy. Normal turnaround time for travel claims in three weeks however I am 2 1/2 months out and Im still in the same position I was on day one. I ever painted asked to speak to the supervisor or have one write me and yet no one ever has. I have exhausted all options on my side and Im now looking for assistance from the BBB to remedy the situation

  

  Business Response

  Date: 08/31/2022

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

• Initial Complaint

  Date:08/18/2022

  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 paid for a travel Insurance Polucy from AON. I had to cancel the trip which was a Tauck River Cruise due to my diagnosis of ***** * ********** ******. My husband ******* was also diagnosed with ******** ******. I had surgery and continued with Chemotherapy for 6 months. My husband continues with radiation and hormone therapy. Tauck refunded their portion within 3 weeks. I submitted a refund request from AON on May 27th and AON confirmed receipt. The reference number is *******. *** told us the refund of $8152.00 would take 3-4 weeks. I spoke to AON last night and they continue to tell me its being processed. Its been 3 months and AON continues to tell me its being processed. It shouldnt take a multi billion dollar company with ***** employees operating in 120 countries to take this amount of time to process the claim. We are on fixed incomes and can certainly use the refund. Thanks in advance for your help.

  

  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: 09/05/2022

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

• Initial Complaint

  Date:08/17/2022

  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 May 25, 2022 I submitted a claim for reimbursement of expenses incurred in conjunction with trip to ***** and ******** that was insured by Aon Affinity Travel Practice.I contracted COVID just prior to returning and was unable to fly for five additional days. Flight rescheduling, lodging, meals, local transportation and medical expenses came to approximately $3,000. *** has assured me my documentation has been received and is being reviewed, however, it's approaching 90 days since the information was provided. No request for further documentation has been received.Following a request for an update (July 12), I received appreciation for my patience as their team works through an increase in claims. Today, I requested another follow-up, which they really should provide without prompting.I just want my claim appropriately managed and settled.

  

  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: 08/31/2022

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