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Business Profile

Insurance Services Office

Aon Affinity Travel Practice

Complaints

Customer Complaints Summary

  • 1,520 total complaints in the last 3 years.
  • 152 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • 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.
    Jan. 15, 2020 I purchased a trip to the ******* Isles for me and a friend. Total cost and refund request $7604 including travel insurance from Trafalgar evaluated by Aon Affinity. I am 75 and companion is 65 so, when ************** hit, we decided to cancel for covid concerns. Received travel credits but, on Thanksgiving 2021, fell on stairs and suffered serious leg/knee injury which resulted in surgery, screws, plate, and PT which continues to this day. Dr. documented I was unable to travel so requested cash reimbursement instead of credits. I completed the Claim form and requested documentation via certified mail May 11, 2022. Aon evaluator called to tell me the cash claim was denied because "concern over *****" was not listed as a reason for refund but she would refer it for review to her superviser - never heard again from ***. I also requested a written Denial which was never received. Please assist me in getting a refund instead of credits which appears doubtful I can use due to ongoing Dr. *********** and Physical Therapy.. Don't know how to email docs but will mail any documents upon request.Thank you Ref. number ******* Claim number **********

    Business Response

    Date: 08/25/2022

    We have reviewed *** ******* complaint and we are responding accordingly.

    We understand that he and his traveling companion booked tour arrangements with ********* scheduled to depart on 8/22/2020.  As this trip was scheduled during the height of the ***** pandemic, many travel companies including Trafalgar were forced to suspend the tour.  The travelers were notified of Trafalgars decision in April 2020 and in accordance with their business decision, all customers were provided with future travel credits so that they could rebook travel at a later date.

    It is our understanding that the travelers did not take advantage of the credit offer provided by ********* to rebook the trip.  Instead, they contacted us in April 2022 to file a claim.  Based upon the documentation on file, they cited among their reasons for not rebooking was that as of November 2021, **************** suffered an injury and does not wish to rebook the trip.   

    As stated in the Trip Cancellation Waiver section of the Travel Protection Plan:

    The Trip Cancellation Waiver offers our valued guests the opportunity to receive a refund from The Travel Corporation (beyond the standard refund policy published in our travel brochure) for those otherwise non-refundable trip-related costs prepaid to The Travel Corporation, should you cancel your trip for the reasons stated 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 trip is terminated;

    Please note that the Travel Protection product that was purchased was for a trip booked in January 2020 for travel departing on 8/22/2020,with the trip already having been cancelled by Trafalgar on 4/28/2020.  As such, any medical condition that first took place after that time would not have caused such cancellation of the trip at the time it was terminated.  In addition, the condition may not be considered under the terms of the plan as the eligible period for benefits under the plan had expired upon the cancellation of the booking, and was indeed well after the original travel dates as well.  In view of the above, as the condition began more than a year and a half after the cancellation of the scheduled trip and well after the eligible period expiration, we are not able to consider **************** and his companions claim for a cash reimbursement.

    At this time, we have notified the travelers of the claim determination. We trust this responds to the concerns raised in *** ******* complaint.  Should you have any additional questions,please feel free to contact our office.
  • Initial Complaint

    Date:08/15/2022

    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 an insurance claim back in April 11, 2022. All the proper paperwork had been filed as requested by the company. About a month ago we got a denial on one claim. They claimed that my mother was not related to the other party we filed for. They are related he is her nephew which is covered under their policy. They were trying to violate their own policy and deny us. We complained and a review was started again. It has now been 4 months to the day and nothing has been done. We have been in review. When I call the company, they are reading scripts on a computer and refuse to help. They say you "MUST" wait. I called on the date of this filing and asked to talk to a supervisor. A supervisor called me and hung up as soon as I answered. They claimed when I called back that I didn't answer and had no voicemail. I do have voicemail and answered. The next supervisor told me nothing can be to expedite my refund for my cruise. I "MUST" wait again. I was not allowed to talk to a claims reviewer as they claim they cannot put me through to them. All I am asking for is that my claim be completed. I have talked to other insurance companies such as AXA Assistance USA and Allianz Travel Insurance who I have worked with before. They have said that claims never take this long and that they may be trying to find ways to deny the claim. I want them to complete my claim in a timely manner. I have over 200 days left to my next cruise and this refund pays for it. There is no valid reason to deny it. I have complied with their own policy in every way.

    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: 08/30/2022

    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: 

     I was automatically denied because of a false claim that this was pre existing condition. I believe the company did this based on this complaint. I have read this happening to others online who file complaints. They make something up to deny because of complaint. I want them to review it properly and make the correct decision based on the medical facts they were provided and letter provided recently confirming it could not have been pre existing. 


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




     

    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 reviewed the additional comments and/or documentation and information submitted and obtained, and the customer should have received a response already or will be receiving a response shortly. 

    We thank ***************** for his continued patience during the claim process.  We trust this responds to the additional comments contained in this complaint. 

    Customer Answer

    Date: 09/19/2022

    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 would advise people to avoid purchasing insurance through this company as they have long waits and they do not even know their own policies. Also, they believe and infection is an existing condition and that a cousin is not covered under the policy. Both of which I have proved are not true and they tried to use to deny our claims. Purchase through another company you will get better results.

    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.
    I contracted a communicable illness during a Norwegian Cruise Line cruise in May 2022. As a result, I had to cancel part of my travel plans and stay extra nights in a hotel. I incurred a lot of other associated expenses and I was unable to get a refund for prepaid tours, lodging and transportation that I had to cancel. I submitted my claim to AON at end of May 2022, through their portal, including many documents and receipts that I uploaded and attached. AON states 21 days to process claims. It has been 10 weeks since I submitted my claim. I have contacted them by phone and email but am unable to get any adequate response. I paid extra for the higher level of travel insurance and expect to have been reimbursed already.

    Business Response

    Date: 08/25/2022

    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:08/15/2022

    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.
    I had purchased a carnival cruise to ****** on the Carnival Splendor and the cruise was scheduled to depart Tuesday june 28, 2022 at 4:00pm. I purchased AON travel insurance prior to my cruise for peace of mind. I scheduled my flight the day before cruise departure on American Air # *** Monday, Jun27, ****. departing at ******* ***** at 5:40pm to arrive in ******* 8:08pm. Flight was delayed 4 hours til 10:03pm and CANCELED. American Air tried to rebook my flight June 28th to ******* however. The departure and arrival of that flight would be AFTER the departure of the cruise ship. I called Carnival Cruises and notified them AHEAD of the ship departure of my flight cancellation and what my options were. The carnival customer service agent told me nothing could be done until AFTER the ship had sailed so my reservation would reflect a no show. (A few days later i discover the INCOMPETENT customer service agent could have simply switched my cruise dates to avoid cancelling and rebooking. ( employee did NOT inform me of that option). I file my claim with AON insurance about my flight cancellation on June 27th and AA not being able to rebook me in time to make my cruise. The response I received from AON was asking WHY my flight was cancelled? I am dumbfounded at this question. Why? I dont know. All I know is that i am a passenger and it is beyond my control that flight is cancelled. I respond with No pilot to fly the plane I guess.AONs response?!?! No pilot to fly plane is NOT a covered reason to refund my cruise money compensate me for incurred travel expenses of over $1,500.00 NO pilot is not a QUALIFYING reason for travel insurance to refund? I guess I could have flown the plane?NOT a qualifying reason? That response is ridiculous and outrageous. And frankly, EMBARRASSING for AON and carnival cruises.********************* AON Claim reference: ******* Claim: ********** Carnival booking: ******

    Business Response

    Date: 08/25/2022

    We have reviewed *** ****** complaint and we are responding accordingly.

    We understand that she and her traveling companion booked a cruise with Carnival scheduled to depart on 6/28/22.  According to the information on file, the trip was cancelled due to the airline carriers cancellation of the flights booked to adjoin the cruise.  Note that information was requested in order to determine whether the airline cancellation was due to a reason listed in the plan, as outlined in more detail below.

    While the Vacation Protection product that was purchased contains several reasons for cancellation, both medical and non-medical, cancellation of ones flight due to pilot shortage is not among the listed reasons. 

    Under the terms of the Cancellation Fee Waiver, 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 view of the above terms and conditions, we are unable to provide reimbursement for their cancellation. We provided notice of the claim determination on 8/4/22.  We trust this responds to the concerns raised in *** ****** complaint.  Should you have any additional questions, please feel free to contact our office.

    Customer Answer

    Date: 08/25/2022

    Better Business Bureau:

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

     I am further pursuing this matter with Aon insurance as I find their response UNACCEPTABLE that my reason of FLIGHT cancellation is not a valid reason for refund.  I have emailed an appeal this morning to *************************************.  Copy of response below

    I REFUSE to accept their decision.

     

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

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

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

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

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

     


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

    Regards,
    ************************************************************************************************************ *****
    phone: ************





     

    Business Response

    Date: 09/02/2022

    We have reviewed *** ****** additional comments and we are happy to provide further status on this matter.

    Our claims department has reviewed the additional comments and/or documentation submitted, and the customer should have received a response already or will be receiving a response shortly. 

    We thank ************** for her continued patience during the claim process. We trust this responds to the concerns raised in this complaint. 
  • Initial Complaint

    Date:08/15/2022

    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.
    Filed travel insurance claim on 6/2/** & are continually told it is in process when we contact them. It has been over 2 months now and their response time is stated as being within 21 days.Would like to have our claim processed in order to then receive our reimbursement check from Aon Affinity.Our claim # ********** / reference # ********* All required documents have been provided & we are waiting for processing & issuance of a reimbursement check

    Business Response

    Date: 08/25/2022

    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: 08/25/2022

    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: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.
    Back on May 31st, I reached out to Aon regarding my trip insurance benefits that I purchased through ******. My flight was canceled by silver airways on May 31,2022. Tbe reason the flight was canceled was due to pilot shortage. In these cases *** will reimburse you if you spend money on purchasing another ticket through traveling claims. My first claim with *** was immediately denied due to me selecting the wrong claim type. My second claim ********* still pending review since May. I have called so many times because the charge is on my credit card for the flight. That means interest charges continue to build from month to month. *** does not stay in touch with you and when I finally got someone on the phone I was told due to the amount of claims they are back up. There should be a deadline in which they have to respond to all claims or pay the claims because this is just beyond ridiculous. I have sent every documentation to validate my claim and months later absolutely nothing. As I said earlier, they immediately denied my 1st claim because I selected flight cancellation rather than a different option. What they should have done rather than cancel my first claim is select the correct reason since I provided all of my documentation. I am beyond livid. If they take this long to handle claims they should not be selling trip insurance. I want an answer immediately and should be compensated for my claim and the cost of interest fees due to the delay.

    Business Response

    Date: 08/25/2022

    We have reviewed *** ******** 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 ****************** for her patience during the claim process. We trust this responds to the concerns raised in this complaint. 
  • Initial Complaint

    Date:08/15/2022

    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.
    Filed a travel claim around 4/6/22 as we had to cancel cruise due to medical issue involving hospitalization of parent who was member of cruise party. Submitted the relevant medical documentation on same day of filing. Was told claim will take at least 21 days. Contacted company several times and was given the same refrain(claim is in review). Was not asked for any additional information since filing. As of todays date, 8/12/22 claim has not been paid. It should be noted the cruise line (NCL) refunded their portion within a week of my cancellation. I am totally dissatisfied with this company.

    Customer Answer

    Date: 08/23/2022

    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 am happy to report I have now received a refund from that claim.
    Thanks for your assistance with this matter.

    Sincerely,

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



     

  • Initial Complaint

    Date:08/15/2022

    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 husband and I took my parents on a dream vacation. Because of their age, we took out travel insurance on them in case they were unable to go. Unfortunately, the unthinkable happened. My father had to be airlifted off of the ship. My father is at a point where he can be transported by ambulance to a facility closer to home. This is where my issue lies with AON travel insurance. My fathers case worker for the hospital has submitted all the necessary paperwork. *** said they didnt have the paperwork, then we were told that it was incomplete, and then our case was told to put my father in an Uber to go from ************** to ********. The next hurdle was they needed to get quotes for ambulance companies- it took them 8 hours compared to me who got 3 quotes in 30 minutes. The rehab facility only has beds available until Wednesday for my dad. The one quote they received said the company doesnt hold the highest quality they like.

    Business Response

    Date: 08/29/2022

    We have reviewed ************** complaint and we are responding accordingly.

    Please note that we have reviewed the matter regarding the evacuation and transfer of *******************   As provided in the travel protection plan, the assistance company, Carefree Travel, was working on making the arrangements for a long-haul ambulance to bring ****************** to the medical facility in **********, ********, once he was determined to be medically stable for such transportation.   However,despite the arrangements in place, and after being advised of the arrangements and the request that she cease making duplicative arrangements, ************ chose to cancel the arrangements made by the assistance company provided for in the protection plan, and have the arrangements she made herself proceed.   Please understand that, though the ground ambulance arranged by ******** was told by the family to cancel the order, the expense for this transport is still due and payable under the plan.   We are currently providing said payment to the ground ambulance company. 

    Language pertinent to this matter is as follows:

    Emergency Medical Evacuation

    We will pay the Usual and Customary level of charges for Transportation Expense for an emergency Medical Evacuation to the nearest Hospital or medical facility where suitable Medically Necessary treatment is available, provided: 1) Your local attending Physician and Our Program Assistance Provider determine that Your condition is acute, severe or life threatening; and 2) that adequate Medically Necessary treatment is not available in Your immediate area.

    Following a covered emergency Medical Evacuation or a covered Injury or Sickness, We will pay for a Medical Evacuation to return to You to Your point of origin, Your primary place of residence, or to a Hospital or medical facility closest to Your primary place of residence capable of providing continued treatment, if Your local attending Physician and Our Program Assistance Provider determine that it is Medically Necessary.

    We will pay for transportation via the most direct and economical route, as pre-approved by Our Program Assistance Provider.

    Please note, as indicated above, the plan provides coverage for Emergency Medical Evacuation expenses for those arrangements pre-approved by the assistance company.   As such, any arrangements the family made outside of these said, pre-approved arrangements by Carefree are not eligible for reimbursement under this plan.    Further, as ************ made such arrangements herself, there is no guidance or intervention we can provide regarding such transport. 

    Please allow us to advise that *** and ******************* are still eligible to submit claims under the Trip Interruption benefit and ****************** is eligible to submit a claim for the medical expenses he incurred, over and above what his primary and supplemental carriers have covered as the plan provides such coverage on an excess basis only.

    We trust this responds to the concerns raised in her complaint.  Should you have any additional questions,please feel free to contact our office.
  • Initial Complaint

    Date:08/12/2022

    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 Aon Travel Insurance Claim #*********. My husband and I booked the 13-day Norwegian Denali Explorers cruise tour that consisted of 6 days on land and 7 days on the ship (May 17, 2022 to May 29, 2022). Others (not associated with **) booked this same package. We completed the land portion of the package then flew to ******* to board the cruise ship. We both tested negative for COVID-19. Others with the same package tested positive for COVID-19. Norwegian denied boarding to me and my husband and gave us a cruise cancellation letter.We purchased the Platinum Travel Protection at the time of booking. I filed a claim with Aon Travel Insurance on May 28, 2022. I provided all documentation and receipts. The claim was placed in Assigned status within a few days. It has been 76 days and the status has not changed. I contacted *** via the online contact form on July 29, 2022, to inquire about the status. I received a standard response on August 2, 2022, that stated they were experiencing an increase in claims. Two and a half months without processing is completely unacceptable.

    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. 

    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:

     

    Aon denied our request.  I provided a letter from NCL stating that we were denied boarding due to close contact with COVID-19 positive guests.  Aon is considering this travel interruption because we started the land piece of the package and were denied boarding for the cruise piece.  *** stated that this is not a covered reason for travel interruption.  That is ridiculous.  What is the point of the insurance?  We plan to appeal.


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




     

    Business Response

    Date: 09/06/2022

    We have reviewed *** ******* additional comments, however as previously advised in our correspondence to her of 8/24/22,the reason for the interruption of their trip, namely being denied boarding does not meet the terms and conditions of the BookSafe Travel Protection Platinum Plan, and as such, **************** and her traveling companion are not eligible for a cash reimbursement for the missed cruise.

    We trust this responds to the concerns raised in this complaint. 
  • Initial Complaint

    Date:08/12/2022

    Type:Service or Repair Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a Cancel for Any Reason travel insurance package ($493) from Aon, through Road Scholar (**), after I registered for their "Best of ***********" trip (4/18/22-5/4/22, program #*****). The insurance plan was effective 11/8/21. I first registered for the trip only ($4079), then added the ** base airfare $1300 plus $425 for a premium economy air upgrade. I paid a deposit of $250 10/27/21 and the balance $5554 on 1/27/22. On the last day of the trip, 5/3/22, I tested positive for COVID when I took the mandatory test prior to returning to the U.S. the next day. I was quarantined in *********, ******** from 5/3/22-5/10/22.On 5/25/22 I submitted a Trip Interruption claim to Aon with supporting documents, and on 6/1/22 I added a document to show that I had paid for the air upgrade on my original booking. My claim included $769.86 for hotel and meals, $425 for an air upgrade, and $14.78 (14 Euros) for the final COVID test. I also included a copy of the positive COVID lab test, which Aon staff had told me met the requirement for medical documentation.*** says they process claims in an average of 21 business days. As of today it has been 50 days since 6/1/22. I have followed up with Aon by phone and email several times, and checked my claim status regularly, where it has stayed in the "assigned" category, not advancing to "in progress". After my last phone call 7/29/22 I asked to speak to a supervisor and was told I would receive a call back in 1-2 business days. No one ever called back. They also did not respond to my follow up email. Front line customer service staff just repeat the mantra that they are very busy and can give no information about when a claim might be paid. I believe this company is not meeting its obligation to pay my claim, and certainly not in a timely manner.

    Business Response

    Date: 08/25/2022

    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. 

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