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:06/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We booked a cruise (Nov 20th) with Royal Caribbean with another couple. During our booking we chose travel insurance(vacation protection $75 per person) as suggested by our travel agent. My wife (******) was diagnosed with cancer and completed her treatments over two years ago. Part of her continued health plan was to have blood testing every three months, and up until April 1st, three days after our insurance kicked in, the blood tests shown her as cancer free. Her blood test drawn on March 26th and we were not notified with any issues until April 1st. The *** insurance company has repeatedly denied our clam. We have explained to the insurance, ***, that we were not notified of her test results until after April 1st. However, they state this is pre exiting condition and will not honor the insurance contract. Our clam number is **********.

  

  Business Response

  Date: 06/21/2024

  We have reviewed *** and *************************** complaint, and we are happy to provide status on this matter.
  
  Our claims department has reviewed the claim and has contacted the customer regarding the finalization of the claim and reimbursement. 
  
  The claim has been processed according to the terms of the plan purchased. 
  
  We thank *** and *********************** for their patience during the claim process.  

• Initial Complaint

  Date:06/10/2024

  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.

  AON claim #********** Reference# ********* Reason of complaint return of $808.00 Claimant: *********************** RX for ******** ****** On May 12 2023, my partner (***********************) and myself decided to take a cruise on Norwegian Cruise line. We made a deposit om May 12, 2023 for a cruise on the Ship ESCAPE on Feb **, 2023. Balance paid in full Oct 10, 2023. A part of that purchase was the travel insurance with AON. On a visit to his (*****************) ***************************************** informed him of abnormal PSA count on 4/6/22 regarding his prostate.So we were aware of his condition: His Dr said at the time abnormal but nothing to worry about at this time live your life. We will be concerned IF your number rise alarmingly above present count. At that time his count was not alarming but would be monitored from that day forward. On a visit Jan 10,** he was informed his PSA numbers had went up more than she was comfortable with and wanted to start treatment for ******** ****** immediately. On Jan 11, 20** we canceled our cruise with NCL which was 44 days away from the cruise. ***************** started treatment 22 Jan 20** with Onocolgist ****************************. Advised not to travel during inital treatment. NCL Cruise Line had no problem with issuing half of our refund and was told to submit a claim to AON for the balance of $808.00.So its been back and forth with AON asking repeatedly for the same information since submitting the initial claim Feb 8, 20**. Here it is June 7, 20** and they still are asking for information submitted numerous times by both treating Physicans. I feel we are getting the run around and it is a legitimate claim and would like for AON to refund our $808.00 as stated from NCL.

  

  Business Response

  Date: 06/21/2024

  We have reviewed ****************' complaint, and we are happy to provide status on this matter.
  
  Our claims department has reviewed the claim and has contacted the customer by phone regarding the finalization of the claim on 6/14 but were unable to reach her. 
  
  The claim has been processed according to the terms of the plan purchased and therefore, the customers concerns have been addressed.

  If the customer would like to discuss the claim further, they can call our office at ************. 
  
  We thank **************** for her patience during the claim process.  

• Initial Complaint

  Date:06/07/2024

  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.

  Our issue with AON Travel ins began on 9/10/23 when my husband and I both were too sick to continue our Trafalgar trip to the Southwest. Our Travel Director, *****************, told us exactly what to do to begin the cancelation process and have Carefree (Aon) try to book our trip home. Since there was no medical facility of note in ****, **** (desert town) *** told us to seek medical attention back home. ******** was not able to book us directly home but suggested that I try on my own - which I did. We had to get from **** to **************, UT via shuttle from our hotel to the airport. Since the connecting flight was the next morning we thus had to stay overnight at the ***********. We also chose to take insurance out on our flight. I've attached every form of communication to Aon and Trafalgar since both have refused our submitted claim for compensation. They cite the reason that we didn't seek immediate care in ****, **. I've explained over and over that we followed what our Tour Director told us to do since proper medical care was not available in ****. Upon our long journey home we were promptly both diagnosed with COVID and treated accordingly. Needless to say, it was a good thing for the other members of our tour that we did immediately leave the tour when we did.We feel very strongly that we did everything in our power to seek "proper medical" treatment and based on our health and ages (71 and 73 respectively) had concern to get home before we got sicker.Please let me know if you require anything further to move forward with our case against ***.Thank you.

  

  Business Response

  Date: 06/17/2024

  We have reviewed ******************** complaint and would like to provide the following status on this matter.
  
  Our claims department has reviewed the claim and has contacted the customer on 6/7/24 regarding the finalization of the claim.
  
  The claim has been processed according to the terms of the plan purchased.
  
  We thank ****************** for her patience during the claim process.  

  Customer Answer

  Date: 06/17/2024

  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:

  There is no resolution as nothing has been added by Aon.  Trafalgar was the tour operator and they too have not claimed any responsibility for the actions we followed by their tour guide.  We absolutely expect compensation and/or credit toward another trip.

  They must be held accountable for their lack of understanding and empathy to our horrible and unprecedented situation.

  Thank you. 

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

  

  Business Response

  Date: 06/28/2024

  We have reviewed ******************** further comments and would like to provide the following status.
  
  As has been previously explained to ******************, the claim was reviewed multiple times, appropriately escalated and the determination made on the claim was done so in accordance with the terms of the plan, the claim facts and any supporting documentation provided. 

  ******************** most recent response indicated that her claim has not been resolved as no new information has been provided to her. While we had previously advised ****************** that she could certainly submit any new documentation she may have to support her claim, she has confirmed that she has no such documentation as she did not seek the required medical care.   As such,absent any new information we maintain and affirm our claim decision which we consider as final. 

  While ****************** is not happy with the outcome, her claim has been properly adjudicated and as such this matter is concluded. 

  Customer Answer

  Date: 06/28/2024

  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:

  We did seek and provide detailed documentation to bith AON and CAREFREE that we both had medical treatment when we arrived home.

   There was no opportunity nor facility available to us according to our Trafalgar tour guide,  *****************, who then gave us the contact at CareFree to arrange our trip home.

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

• Initial Complaint

  Date:06/03/2024

  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 submitted documentation for the travel claim reimbursement for booking number ****** using the VA disability verification letter. My claim confirmation number is *********. I am 90 percent disabled veteran diagnosed with PTSD requesting a refund because I am not emotionally ready to embark on cruise. I paid the amount in full and immediately requested reimbursement from the claim. I submitted proof of my disability using the VA's official website, contacted the customer service representative and she stated that she would annotate the proof of my documents. Claim adjustors have consistently ignored my request and the documents submitted. I am requesting reimbursement.

  Customer Answer

  Date: 06/03/2024

  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:05/20/2024

  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 booked a 7 day cruise with Royal Caribbean for 5/10/24 with my brother-in-law and sister-in-law to celebrate their 30th anniversary. My brother-in-law fell ill on 4/18/24 and had to have open heart surgery. The total cost was $2617.94 including the $188 travel protection fee from AON. We have gotten nothing but the run-around even though we submitted all information including the form required by ***, and statements from the heart surgeon and their family doctor. They nit-picked the form initially and now state they are waiting on information from the surgeon from 12/13/23, when he had no dealings with them until he performed the initial evaluation on 4/18/24. It should be painfully obvious based on the attached documentation as to what happened, and we would like a full refund per AON policy. This illness was beyond our control. My sister-in-law filed her claim at the same time and they are getting the same run-around. Our Reference Number is *********. Their reference number is *********.

  Customer Answer

  Date: 05/30/2024

  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:05/17/2024

  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.

  Hi Team. I purchased trip insurance for a cruise I planned for last year. A month BEFORE the cruise took off, I checked into a mental health facility after a traumatic incident happened with my family. When I filed a claim for my insurance with AON (Sept. 29th), WEEKS BEFORE the trip start date (Oct. 29th), they denied my claim due to "intoxication". While the treatment facility I attended also served as a rehabilitation program, it is important to note that I was not intoxicated at any point prior to the scheduled trip. I was also primarily seeking services for depression and PTSD. Because I made this decision clear-minded and as a result of talking to my therapist, I did not miss the cruise due to INTOXICATION. Yet, AON will not honor my claim. I believe they owe me the FULL amount of the trip that I did not go on, since my cancellation reason related to health and should have been covered by my policy.

  

  Business Response

  Date: 05/28/2024

  We have reviewed ******************** complaint and would like to provide the following status on this matter.
  
  Our claims department has reviewed the claim and has contacted the customer by phone on 5/20 regarding what is required to rereview her claim.

  Until this additional information that has been requested by our office is received there is nothing further with the claim at this time.  
  
  We thank ****************** for her patience during the claim process.  

  Customer Answer

  Date: 05/29/2024

  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:

  They have yet to refund my amount and insist on waiting for "paperwork". On the phone, I was told this could take up to SIX weeks to resolve.

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

  

  Business Response

  Date: 06/11/2024

  We have reviewed ******************** additional complaint and would like to provide the following status on this matter.
  
  Our claims department has reviewed the claim and has contacted the customer by phone regarding the finalization of the claim on 6/4/24 and 6/10/24.Additionally, a letter was emailed to the customer on 6/10 advising of our efforts to reach her to discuss the claim. 
  
  The claim has been processed according to the terms of the plan purchased.

  If the customer would like to discuss the claim further, they can call our office at ************. 
  
  We thank ****************** for her patience during the claim process.  

• Initial Complaint

  Date:05/15/2024

  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 the legal guardian of *********************** who was booked on a cruise in September 3 2023 to celebrate his 30th Birthday Aon Ref ********* claim ********** ***** paid for Travel Insurance for this cruise for himself and his caregiver ***********************. ***** requires supervision all waking hours. His caregiver *********************** was in Ft ****** Florida with another client of the group home ***** resides in when the hurricane hit ******* She was unable to make travel arrangements to return to Ct in time to take ***** on the cruise The cruise was cancelled and a refund of the taxes and port charges were reimbursed to the credit card *** has refused to issue a future cruise credit so that ***** will be able to go on a cruise in September 2024 ***** purchased the insurance from this company thru Cruises.Com and ************** The hurricane was something that was out of his control and the insurance company sold this policy to him ***** is under the care of the Departmental of Developmental Services thru the State of Ct and has worked very hard to earn this money to pay for the cruise As you are well aware thru out the country there is a shortage of healthcare workers to take care of our most vulnerable citizens I am asking for you to investigate and see if there is anything that can be done in this special circumstance to get a cruise credit I can be reached at the phone number and email address provided We are looking for a cruise credit only Thank You

  

  Business Response

  Date: 06/05/2024

  We have reviewed *** ******* complaint on behalf of *********************** and would like to provide the following status on this matter.
  
  Our claims department has reviewed the claim and affirmed that the claim has been processed according to the terms of the plan purchased. Notice of this determination is currently being provided to **************** on behalf of ***************.
  
  We thank them for their patience during the claim process.  

  Customer Answer

  Date: 06/06/2024

  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:

  Travel Insurance was purchased thru this company.  This is the only type of policy that this company provides and I feel that the company should have made it known verbally that there is a clause in the policy that does not provide for " cancel for any reason"  We are not asking for a refund we are asking for a cruise credit so that ***** may take a cruise in the future to celebrate his 31st birthday.  

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

  

  Business Response

  Date: 06/18/2024

  We have reviewed *** ******* additional comments submitted on behalf of ***************.      
  
  Our claims department has again contacted **************** to discuss and have affirmed the terms and conditions of the plan are those which were provided as the time purchase.
  
  While we appreciate *** ******* position, the claim has been processed according to the terms of the plan purchased and therefore, as has been explained to ****************, we are unable to assist any further. 

  Customer Answer

  Date: 06/18/2024

  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:

  [Your Answer Here]

   

   

   

   

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

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

• Initial Complaint

  Date:05/14/2024

  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 January 20, 2024, my friend ******************* and I enrolled for a trip to ****** with Princess ******** Each one of us paid $911.69 for a total of $1823.38.The price of $911.69 per person included the cabin accommodation of $698, travel protection $62.82 and Taxes, Fees and Port Expenses $150.87.About two weeks before the cruise departing time of Jnuary 20, I got sick so I did not go. I filled with AON all the requested documents. *** was required to pay me the sum of $848.87. This amount is the $911.69 minus the travel protection of $62.82 that is not refundable. However, AON paid me only $531 through a check send to my address. AON owes me another $317.87 which they refuse to reimburse me claiming that this amount was returned to ******************* on his credit card ending on *9556. ***** was told by Princess ******* he has to pay the entire amount of $1823.38 on his credit card which he did. ***** received a folio from Princess ******* that his trip cost $1505.51 instead of $1823.38 (His folio is attached to this dispute). Princess ******* returned the difference of $317.87 back to his credit card. ***** called the ********* the issuer of his credit card which confirmed that the refund belongs to him. It is very regretful that *** claims that his refund belongs to me and they refuse to refund me the sum of $317.87.The reference number is ******* and my claim number **********. The person I talked to AON is ****** phone ************ Thank you for your help in solving this dispute with AON Affinity Travel Protection.

  

  Business Response

  Date: 05/20/2024

  We have reviewed ********************** complaint and would like to provide the following status on this matter. 
  
  Our claims department has reviewed the claim and has contacted the customer regarding the finalization of the claim and refund issued. 
  
  The claim has been processed according to the terms of the plan purchased. 
  
  We thank x** for hxx patience during the claim process.  

  Customer Answer

  Date: 05/22/2024

  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 haven`t gotten any help or details to receive my financials back. Please give me more information and better guidance to address this conflict.

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

  

  Business Response

  Date: 07/01/2024

  We have reviewed ********************** further comments and would like to provide a status on this matter.
  
  Our claims department has contacted the customer regarding her additional comments. 

  As has been advised previously and discussed thoroughly with ****************** her claim has been adjudicated in accordance with the terms of the plan and no additional reimbursement will be forthcoming. 

  Customer Answer

  Date: 07/02/2024

  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 did not resolved my complain. *** needs to return to me the sum of $317.87 and stop playing games. 

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

• Initial Complaint

  Date:05/14/2024

  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.

  To whom it may concern,Me and my girlfriend purchased an AON Insurance policy for a trip to ********************* in *******. The dates of the trip were 3/17/24/-3/19/24. The purpose of the policy was to cover any medical related cancellations for the trip. The Travel Protection Plan Reference ID # is: *******. I will attach a full copy of the plan to this post. I will also attach the evidence/information AON requested we present to them to prove the validity of the claim. On 3/16 she fell ill and we reached out through her telehealth portal to her primary care doctor. She spoke with the doctor personally on 3/17/24 via a virtual appointment, at that time we determined to cancel the trip and head home so she could go into the ******, we booked the next available appointment on 3/18/24. On 3/18/24 she went into the doctor and received treatment. All of this is corroborated by a letter from the Doctor's ****** dated April 24, 2024. (attached below). This letter also ****** she was disabled starting on 3/17/24. The doctor treated her and filled out the requested *** form stating the diagnosis and the dates of which it all occurred. From the week after we had to cancel the trip to as I type this, we have been trying to contact *** to receive the reimbursement. There have been over a dozen phone calls (likely 2 dozen) at which *** continually runs circles around details we have already provided, repeating the same thing over and over. They continually state that the illness was not during the travel days, but all the information presented from the doctor ****** the illness was on the exact days of the travel. We are unable to get anywhere with *** even though I have presented all documentation they have requested and the documentation supports our claim! I should be reimbursed the $3,082.48 that the plan covered. I would GREATLY ADVISE against using AON. All pertinent files are attached below.Thank you.

  

  Business Response

  Date: 05/28/2024

  We have reviewed *** ********** complaint and would like to provide the following status on this matter.
  
  Our claims department has reviewed the claim and has contacted the customer by phone regarding the finalization of the claim on 5/23. Additionally, a letter was mailed to the customer also on 5/23 advising of our efforts to reach him to discuss the claim. 
  
  The claim has been processed according to the terms of the plan purchased.

  If the customer would like to discuss the claim further, they can call our office at ************. 
  
  We thank ********************** for his patience during the claim process.  

  Customer Answer

  Date: 05/31/2024

  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 refuses to accept the information and evidence I have provided multiple times. I spoke with ***************** on 5/21/24 at 8:58 AM and while on the phone with him emailed the requested material. I asked him to review the material while I was on the phone with him and he refused to do so. He said he would call me back but I have never received any communication back from ****. Aon is materially misrepresenting the evidence provided. I've also attached two letters from the doctor. The letters from the doctor show that the doctor diagnosed ********* symptoms from the telemedicine appointment on 3/17/24. The third page states her symptoms, and again confirming that we canceled the trip before the check in time on 3/17/24. There is also language stating that she consented to receiving the telemedicine services and the audio-video conference was conducted. 

  I called ****** to try and obtain a confirmation email about the trip cancellation, they do not provide email or any document to corroborate the cancellation but the representative told me to provide this phone number and the case number. It will show that the trip was cancelled at 3/17/24 at 9:50AM EST. This is well before the check-in time that afternoon. Number: ************ ID#: ********

  I've attached our original flight itinerary and the modified flight to get back home. The first round trip flight was the original planned trip, then on Sunday the modified flight to leave that day and the time that change was made (8:42AM EST). EDIT: The email attachments are too large to upload so I will share a screenshot link of them. ***************************

  Considering all of the evidence provided there is reason for a full repayment of the claim. *** is refusing to pay the full amount of the claim or even a partial amount, they are alleging 1. the trip was not cancelled 2. medical treatment was not received. I have provided ample evidence of both of these points. The policy should be paid out in full. I find it ******** the tricks that AON and ARCH have pulled with this policy and I feel compelled to share my experiences with other people to let them make think twice before obtaining a policy from these companies. My experience has been ********, most of all my phone conversation with Mr. ***************** who refused to consider the document a presented him or respond as he stated. 

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

  

  Business Response

  Date: 06/10/2024

  We have reviewed *** ********** additional complaint and would like to provide the following status on this matter.
  
  Our claims department has contacted the customer by phone regarding the finalization of the claim on 6/3/24 and 6/4/24 but were unable to reach him.Additionally, a letter was emailed to the customer on 6/4 advising of our efforts to reach him to discuss the claim. 
  
  The claim has been processed according to the terms of the plan purchased and therefore no refund will be forthcoming.

  If the customer would like to discuss the claim further, they can call our office at ************. 
  

  
  

• Initial Complaint

  Date:04/30/2024

  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 booked a cruise to celebrate my graduation from college. ****** was booked in February set to sail in May. A few weeks after I booked, my doctor told me I needed foot surgery. I had the surgery and didn't anything of it. I am a veteran and have been in pain so long from the issues I sustain while in service. They finally approved me for surgery where they cut my calf and cut open the bottom of my foot. I canceled the cruise as I am not really able to walk long distances at the moment. Figured I would just schedule another at a later date when I can walk. NOPE! AON won't refund my money because they said it's a pre existing condition. Well no **** AON. But how does having surgery fall under that. It's not line I knew surgery was coming. It's not like anyone does. It's a loophole that they use to ***** people over. The contract talks about pre existing but doesn't say if you're complete debilitating over those that it doesn't matter. This company are crooks. They need to be investigated! I want my 500 dollars back! If you keep treating people this way, they will never use your business!

  

  Business Response

  Date: 05/07/2024

  We have reviewed ********************** complaint and would like to provide the following status on this matter. 
  
  Our claims department has reviewed the claim and has contacted the customer regarding the finalization of the claim. 
  
  The claim has been processed according to the terms of the plan purchased unless additional information is received from ******************. 
  
  We thank ****************** for her patience during the claim process.  

  Customer Answer

  Date: 05/07/2024

  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:

  They market their business falsely so that people pay them, and then they steal their money! It c*** that they are allowed to do this blatantly. I had unexpected surgery on my foot and they said because it's pre existing that they won't refund me. I'm a disabled veteran. No one is safe!

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  Business Response

  Date: 05/13/2024

  We have reviewed ********************** additional complaint and would like to provide the following status. 
  
  Our claims department has contacted the customer to advise what additional documentation must be provided to have the claim rereviewed.
  
  The claim has been processed according to the terms of the plan purchased with the information that has been received.