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:08/16/2022

  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.

  During our cruise (myself and my sister *************************) were detained in ***** following her contacting Influenza on Oasis. She went to Oasis medical facility with flu-like symptoms and was tested for Covid-19. It was negative for Covid but positive for Influenza A (***** ************************* ******* * ** ***** **********). We purchased travel insurance when we booked; we filed the claim as soon as we received required paperwork: "Aon Affinity <***********************************************> Thu, May 5, 8:46 PM We've received your claim. Your reference number is *********" "Assigned" status has not improved even to "in progress." We await finalization of this claim, 104 days in. I now have 5 future bookings: 1x-Celebrity, 1x NCL, 3x Carnival, of which Carnival and NCL I am Platinum status. I would like to sail again on RCCL but not until this issue resolves. Please inquire/find what may be the delay. Thank you. ************************* (To this date 8/16/22 only empty "Please be assured . . ." promises with zero action.

  

  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:08/16/2022

  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 applied for a Carnival Credit card in July, I was approved and immediately booked a carnival cruise, which at the time I thought the protection plan was purchased also. Weeks later I went for a **lonos**py screening and during the procedure the Doctor snipped my spleen causing me to stay 3 days in the hospital, two weeks of unpaid time off and the lose of this vacation.After my hospital discharge I called Carnival to explain the situation, it then I learned I did not have the protection plan but it was not too late to purchase it if I was **nsidering to cancel the booking- I later decided with my slow mobility and pain, I **uld not make this trip. I purchased the plan as suggested, canceled my booking and I filed for a refund due to unforeseen medical circumstances. I submitted hospital discharge papers, a letter from my doctor excusing me from travel and all the other required documentation only to get a rejected claim. This rejection to not pay my claim is not right. I provided and did everything I was suppose to do. This insurance ** should not be able to charge and not pay authentic claims. This is right and I need your help.

  

  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 Carnival cruise on 8/27/22.  She filed a cancellation claim with us and Carnival advised they were notified of the customers cancellation on 8/1/22.
  
  Under the Cancellation Fee Waiver Program, it states the following:
  
  This Cancellation Fee Waiver Program is an addendum to your cruise Ticket Contract. Through the Cancellation Fee Waiver Program, Carnival Cruise Line will waive their standard cancellation provision and refund to you IN CASH the otherwise non-refundable value 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 to 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;
  you are involuntarily terminated or laid off by your employer (of one continuous year or greater);
  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 flood, earthquake, hurricane, volcano, tornado, wildfires or blizzard;
  being called to serve jury duty or subpoena;
  you are called into active military service to provide aid or relief in response to a national disaster;
  National Oceanic and ************************** issues a Severe Weather Warning or Watch en route to, or at, the port of embarkation within 48 hours of your scheduled departure; or
  the airline, bus, train or cruise ship is delayed due to inclement weather which prevents you from reaching your port of embarkation and this delay causes you to miss more than 50% of your cruise vacation.
  
  In addition, the plan contains the following restrictions:
  
  Carnival will not waive their cancellation fee 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 the Cancellation Fee Waiver Program is purchased;
  a condition related to: elective abortion; use of alcohol or drugs other than as prescribed by a doctor; psychological disorders (unless hospitalization is required) or pregnancy (unless hospitalization is required);
  business, contractual, or educational obligations of you, a family member or a traveling companion;
  declared or undeclared war or act of war;
  service in the armed forces of any country;
  unlawful acts (committed by you, a family member or a traveling companion); or
  any specified reason cited previously that occurs prior to the purchase of the Cancellation Fee Waiver Program.
  
  Upon review of the medical information and the 8/1/22 Vacation Protection purchase date on file, it was determined that the condition causing cancellation did not meet the terms of the plan due to the condition having been treated during the 60 days prior to the plans purchase.  In view of the above we may not provide reimbursement for their claim.
  
  We note that ******************** contends she purchased the plan during a telephone conversation with a  Carnival representative on 8/1/22, who after hearing that she had been hospitalized and would now need to cancel, had advised her to purchase the plan in order to receive a refund under the plan. 
  
  Please allow us to advise that, contrary to this assertion, we have confirmed with the cruise line that, though ******************** did contact the cruise line to discuss her cancellation, she was not offered or recommended to purchase the plan at that time.  Rather, according to records reviewed, it appears that ******************** added the plan online to her booking via Carnivals website, independent of any conversations with their representatives.  Such purchase was made on 8/1/22, after her medical issue had already arisen and been treated. 
  
  Further to the records reviewed from that date, when ******************** had first spoken with a representative, it was to request to move the sailing to a future date due to her condition and expressly indicated she did not wish to cancel.   Then, upon learning of the additional cost to move the booking, and after she had purchased the plan online, she subsequently cancelled the booking altogether. Please allow us to confirm that, based on the information received, at no time did any of the representatives advise ******************* to add the plan to the booking with the knowledge that she had recently been hospitalized and had the intention to then cancel because of this condition.
  
  Accordingly, we must reaffirm the denial of ********************** claim and no payment shall 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.
  

  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:

  Ive read the response and Im appealing the responses because as soon as I learned I would not be able to travel I called Carnival Cruise customer service and asked for their advise on what to do. Several Representatives that I spoke to assure me that I could still add the insurance, furthermore if it was not an option to be protected why was it still a available for purchase.  Just like now the insurance company took my money to purchase protection for my trip online just like I purchase the trip online..  Nevermind the 3 hour on hold waiting for a representative to come to the lineThe reps do not give you straight answers when asked what to do in my circumstances.  They tell you call the insurance company- I call the insurance company and they tell me to call carnival.  Its not right that this insurance take my money and deny my claim?? This is not right All Im asking for is a credit for my future cruise.  None of this was my fault. It was an emergency medical procedure that could have killed me.

  
  
  
  
  
   
  

  Customer Answer

  Date: 09/07/2022

  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:

   Its not right that a company your size continues to take our hard working peoples money. I paid for this insurance because you all made it available to purchase after booking, you accepted my money and denied my claim. This medical emergency was at no fault of my own and should at least be granted a credit for future sailing. 

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

  

  Business Response

  Date: 09/09/2022

  We have reviewed ********************** further comments and once again reaffirm and reiterate the information we confirmed regarding ********************** purchase of the plan, as noted in our prior responses.  
  
  As previously advised,we are unable to provide cash reimbursement for her cancellation losses as her reason for cancellation did not meet the terms and conditions of the Cancellation Fee Waiver.
  
  We trust this responds to the additional comments on this complaint and we have closed this matter. 

• Initial Complaint

  Date:08/16/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had to file a claim with *** ( claim # ********* ) from a recent trip me and my family took at the end of May 2022. My wife tested positive for Covid and we couldn't fly home from ****** due to Covid restrictions. We accrued enormous expenses to get home and I filed the claim June 2, 2022. I was told when I filled the claim that it would be 21 days to process. I called when we got to 60 days and now we are at 75 days with no response. This has been very stressful not having this resolved and not having any communication to a resolution. I don't think that I will be buying travel insurance again, as it is just another wasted expense.

  

  Business Response

  Date: 08/29/2022

  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: 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: 

   I received everything except for $1,200.00. Not sure about the disconnect on this.

   

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

  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:

  How can the rental car not be covered? That was the only transportation that would allow ** to get back to ***************** so we could get home. Without that, we would have never made it home due to Covid flight restrictions back to ***************** at the time.

  
  

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

  

  Business Response

  Date: 10/19/2022

  We have reviewed *** ******** additional comments and respond accordingly.
  
  Our claims department reviewed the additional comments and would like to confirm that we did reach out to ****************** several times to provide further clarification on this matter to him directly.   While we have not received a return call from ******************, please note that he should have received our final response already or will be receiving it shortly, regarding clarification on the determination made on this claim. 
  
  We consider this matter with ****************** now closed.

• Initial Complaint

  Date:08/16/2022

  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.

  My wife and I were scheduled to participate in a biking trip through Road Scholar on May *****, 2022. We purchased Aon Affinity trip protection insurance through Road Scholar (Plan # ********, Plan Confirmation # ***********). On April 24, 2022, my wife was a pedestrian struck by a car. While her injury did not require hospitalization, it precluded her being able to sit on a bicycle and pedal 30 miles a day for 5 days, as required by the trip (she went to an orthopedist who concurred). We therefore cancelled the trip. We received a partial refund, but there was a $1,579 cancellation penalty (half the trip cost).On June 12, 2022, I filed a claim with Aon Affinity (claim # *********) to recoup the $1,579 penalty, since my wife was unable to go on the trip due to a medical reason. On June 13, I uploaded all the documents *** requested to substantiate the claim. I received an automated email message saying that a representative would be in touch "shortly." ***'s website says that claims are processed within 21 business days.Since June 13, my only contact with Aon Affinity has been when I call them or send an online contact form. I have never received a call back or an email other than automated replies. In calling every few weeks, the persons I have spoken with at the **************** call number can only state that the documents have been received. Their script has them ask for patience because of the large number of claims they are having to process. It has now been 45 business days. They state that claims are processed in the order received, but cannot (or will not) tell me where my claim is in that sequence or if a claims person has looked at my materials.I am upset at the long delay in getting a determination on my claim. But I am more upset at the inexcusable lack of communication. This is not a company that appears to care about consumers with whom it enters into contracts. ******* sure many others would appreciate if you can get them to be more responsive.

  Customer Answer

  Date: 08/22/2022

  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:08/16/2022

  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 tested positive for COVID on July 4th and had to cancel our cruise that was set to sail on July 9th. After submitting the claim (*********) with the proof of COVID, I was informed that it takes on average 21 business days to process. On July 18th, I received 2 email (one for my husband's fare and one for mine) that the claim was approved and that 2 separate checks would be mailed out within two business days in the amount of $894 each. I was pleased and began checking the mail for the checks, but I am still waiting. When I called, they couldn't even tell me if the checks had indeed been mailed yet, but to continue waiting. It has almost been 30 days since the claim was closed and I have yet to receive any funds. Why would they reimburse in such an insecure manner? How can I be sure the checks weren't lost or stolen? Can't they do a direct deposit transaction which would be more expedient and secure? I would very much like to receive the funds since the claim has long since been approved for payment.

  

  Business Response

  Date: 08/26/2022

  We have reviewed **** ********* complaint and we have outlined our position below.
  
  According to the information presented, we issued claim reimbursement on 7/19/22.  However, we understand that these checks were apparently not received as per our conversation with **********************
  
  The claims examiner called and left messages for ********************* on 8/16/22 and 8/17/22 asking her to call back regarding the checks. She returned our call on 8/17/22 and we confirmed her mailing address and advised that we would put a stop payment on the checks so that we could reissue them.  We received confirmation that the checks were able to be reissued the following day and replacement checks were sent to **.and ********************* on 8/23/22.
  
  We trust this responds to the concerns raised in her complaint.  Should you have any additional questions,please feel free to contact our office.
  

  Customer Answer

  Date: 08/26/2022

  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:08/16/2022

  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 claim due to a cancel with Norwegian cruise. One person in the cabin was covid positive. I filed the claim on June 11, 2022 and they let me know it should only be 21 days. I still dont have a refund. I call every few days and get a response its pending the check. I have asked for a supervisor multiple times. Im put on hold and no one comes to the line just hold music. Here I sit with no refund two months after the request with no response to my multiple weekly calls.

  

  Business Response

  Date: 08/23/2022

  We have reviewed *** ***** complaint, and we are responding accordingly. 
  
  According to the information presented, *********** and her traveling companion were scheduled to depart on a Norwegian cruise on 6/13/22, and they indicated they cancelled due to her traveling companion testing positive for COVID.  They initiated a claim online with our office.
  
  Upon review of their information, their claim submission did not include documentation verifying their reason for cancellation and on 6/14/22 this information was requested.  On 7/15/22 the documentation was received  and it was determined that the claim was valid under the terms of the Trip Cancellation benefit. However, additional information was required from the travel supplier to determine the reimbursement amount.
  
  We received the travel suppliers information and all documentation required to finalize the claim. The claim was approved for payment and checks were sent to ************ and her companion on 8/19/22. 
  
  We appreciate *** ***** patience during the claims process.  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:08/16/2022

  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.

  On April 5,2022 I booked a cruise with Princess ******* costing $566, from July ****, 2022. I purchased Travel insurance for the total cost of the cruise For $418 from Leisure care,comprising Arch Insurance *** and AON Insurance co. On June 12th, I was admitted to **********************, **************, ** with kidney failure, pneumonia and urinary tract infection. While in the hospital I was diagnosed with Atrial Fibrillation and anemia. I was released from the hospital with a number of ongoing issues and medically advised not to go a cruise. I cancelled the cruise and on June 30th filed a claim with AON insurance company. At that time they said it would take 3 weeks to determine resolution. Subsequently they told me it would take 21 working days. It has now been almost 7 weeks and 32 working days and they continue to delay and claim more time is needed. My physicians statement was very emphatic about my sickness. ***'s delay is uneccesary and unconscionable.

  

  Business Response

  Date: 08/26/2022

  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: 08/30/2022

  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 business has finally responded with significant delay just as I reported in my complaint.  It took 8 weeks for them to review my claim which said would take three weeks.  It took two weeks for them to respond to the BBB.  Not a company I would do business with again.

   

  ****** And *********************************
  

  
  
  
  
   
  

• Initial Complaint

  Date:08/16/2022

  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 a tour/cruise package for 4 couples and purchased travel ins from AON for each couple. The departure was on July 4th of this year. The tour part went well but when it came time for the cruise portion everyone was to be tested for COVID prior to boarding the ship even though everyone tested negative prior to starting the tour. As a result of this test 1 person tested positive and was not allowed on the ship. This person had to arrange his own transportation home. The rest of us tested negative and boarded the ship the next day. After boarding the companion to the person sent home was told she would have to leave even though she tested negative. After discussion with the ship personnel they decided she was ok only to come back an hour later and gave her 2 additional tests to which she tested negative both times. None the less they decided that because she had been in close contact with her companion who was not allowed on the ship they literally escorted her off the ship like she was a criminal. She also had to arrange her own flight home. I filed a claim with AON for the cruise portion and unused return airfare for both individuals. Also for the cost of the flights and luggage charges they incurred to return home.I have requested an update of the claim several times with only 1 response. It was to a question I asked about "If they needed any more info?". The response was "if we do we will let you know".I cannot get any answers as to where my claim stands at present. The only thing I can find is on their Web site it says it in process. It never changes and requests are being ignored.The reference number they gave me regarding the claim is ******* with the name associated with this is *****.The reason we buy travel insurance is for the unexpected but when it does happen and the *********** appears to do nothing on their end it is very frustrating. They also claim to pay in 21 days.

  Customer Answer

  Date: 08/26/2022

  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:08/16/2022

  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.

  We secured travel insurance for a europe trip thru ***, *****************************************************************. We cancelled the trip because my wife and I had COVID. In fact I had COVID the day the trip started as per attached documentation. We submitted our claim on May 18, 2022 and we told the processing time was 2 weeks to 1 month. Well, it has been 3 MONTHS and counting! We have contacted *** several times via email and always get back the same computer response--not helpful! The *** website says our claim has been assigned to a claim person for processing but that was 2 MONTHS ago. They owe us about $6,000--not a small sum. Our claim number is ********** and reference number is *******. Thank you for your help.**************************

  

  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 payment has been provided to the Halls for their claim on August 19, 2022 for the cancellation penalties assessed on their booking. 
  
  We thank ************ for his 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,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:08/15/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/23/22 we were supposed to go on a trip through Adventures by ******. American Airlines cancelled our flight at the last minute and we weren't able to fly out for two days. The tour told us there was no way they could accommodate our late arrival and that we should cancel and file a claim with AON (the insurance they offered us at booking). I immediately did that and provided all of the supporting documentation. Since then there has been no one to speak to about my claim, only an e-mail that claims are taking longer (with no end in sight). Today marks 36 business days. In addition I tried having Adventures by ****** reach out to AON on our behalf with still no results. This was a once in a lifetime trip with a hefty price tag and feel it is unfair for AON not to be held to any timetable. The claim #'s are:*********. ($11,998.00)900310890. ($11,998.00)Please reach out if you require anymore information or documentation. Thank you

  

  Business Response

  Date: 08/29/2022

  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.