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:08/10/2022

  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.

  Aon Travel Claim Reference No: *********, Claim No: **********. My mother and I were scheduled on a 7 day cruise departing from ************* to ******* on May 8, 2022. My mother has had some health issues this year and fell ill about a month before the scheduled departure. She began to feel better and we fully expected that she would be able to attend the cruise. On the day the cruise was scheduled to depart, unfortunately her illness proved bad enough that she took her doctor's advice to not go on the cruise. My family and I still went on the cruise. My mother is an NCL Casinos at Sea member, so the cruise was booked under her name and it was considered a discounted rate. We paid $1454.66 ($727.33 per person) on the original invoice using her Casinos at Sea offer. When I returned from the cruise, on 5/17/22 I was sent an adjusted invoice for $868.55 in addition to what we had already paid of $1454.66, for a total of $2323.21, with the explanation that the discount is not applicable if she didnt go, and I was also charged a solo supplement. I reviewed this scenario with *** before submitting the claim, where they advised me to submit two separate claims, one in the amount of $727.33 for my mother not attending, as another for $868.55 for the solo supplement I was charged, which I did on 6/1/22 with all required documentation including the Physician's statement supporting her medical inability to go on the cruise. As the situation was unique, I documented everything in the claim submission, and called many times to ensure it was clear. I have followed up via phone numerous times and have been given the same stock response that they are overwhelmed with claims and appreciate my patience. We are currently on business day 50 of the 21 they promised for a decision, and I cant get a response or an update on the claim.

  

  Business Response

  Date: 08/24/2022

  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: 08/25/2022

  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:

   

  Although I did receive an approval on a portion of the claim for the additional monies charged after the cruise was completed, I have not received communication on the monies charged for my mothers portion of the travel charged in the amount of $727.33. For this reason, I consider this partially resolved. 

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

  

  Business Response

  Date: 09/09/2022

  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. 

  Customer Answer

  Date: 09/09/2022

  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. Thank you for your assistance in obtaining a response and resolution. 
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:08/10/2022

  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.

  MY HUSHAND AND I PURCHASED TRAVEL INSURANCE THROUGH AAA FOR AN ANON AFFINITY TRAVEL POLICY FOR A CRUISE TO THE BRITTISH ISLES LEAVING MARCH 13 2022. I FELL THE BEGINNING OF MARCH AND HAD SERIOUS DVT BLOOD CLOTS IN LEFT LEG AND WAS BEING TREATED WITH BLOOD THINNERS.ON APRIL 24 THE RECOMENDED COVID BOOSTER WAS CHANGED FOR THE CRUISE TO REQUIRED. TALKED TO PRINCESS AND THEY COULD NOT GIVE ME AN EXCEPTION.SO WE HAD TO CANCELL AS I COULD NOT HAVE THE BOOSTER WITH MY CLOT SITUATION. AAA REFUNDED $4694 OF THE $9205 WE PAID. WE HAVE GEEN GOING BACK AND FORTH WITH AON AND HAVE SUPPLIERD THEM WITH DOCTORS LETTERS AND MY ENTIRE MEDICAL RECORDS FOR THIS YEAR.THEY FINALLY CLOSED OUR CASE ON AUGUST 8. I HAVE RECIEVED A VOUCHER FOR $1934 TO USE ON ANOTHER CRUISE. NOTHING FOR MY HUSBAND. I WILL NEVER BE ABLE TO GO ON ANOTHER CRUISE SO IT IS USELESS TO ME. SO WE ARE OUT $4500 AND 3 MONTHS TIME FIGHTING FOR THE INSURANCE COVERAGE WE PAID FOR.WE ARE 77 AND 81 YEARS OF AGE .AND HOW THEY FIGURED NOT TO INCLUDE MY HUSBAND AS IF HE WOULD HAVE BEEN ABLE TO GO WITHOUT ME. EVERYONE SAYS BE SURE TO GET INSURANCE BUT DON'T GET THIS ONE. WANT OUR MONEY BACK, NOT CRUISE VOUCHERS.CLAIM #*********

  

  Business Response

  Date: 08/23/2022

  We have reviewed **** ***** complaint and we are responding accordingly.  We appreciate this opportunity to review the particulars of the claim.
  
  According to the information presented, ************* booked a Princess ****** that was scheduled for 6/2/22.  According to the information on file, ************* filed a cancellation claim with us and indicated that she was cancelling due to her illness.
  
  Please understand,the Vacation Protection product that ************* purchased provides a cash reimbursement as a result of cancellation due to eligible reasons which include both medical and non-medical reasons. 
  
  Under 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 ******************************** Cruises and/or Princess ***** 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;
  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.
  
  In addition, it states:
  
  **Please note the following restrictions:
  Princess 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.
  Based on the information on file, and as explained to the ***** in our correspondence to them, it was determined that the medical condition didnt meet the terms of the Cancellation Fee Waiver, and a letter was issued to both *** and ************* advising them of the claim determination.  As stated in our claim determination correspondence to the *****, it was explained how, per the terms of the Cancellation Waiver, if the cancellation is not eligible for cash reimbursement, Princess ******* will provide the guest with future cruise credits for the cancellation penalty on the booking. 
  
  Aon does not issue, nor does it provide the future cruise credit information on behalf of Princess. As there appears to be an issue with the issuance or the amount provided for the future cruise credits, we would recommend therefore that ************* contact her travel agent and/or Princess to discuss further.
  
  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: 08/24/2022

  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 can not use their voucher and they did not include my husbands loss of trip in claim. Aside from everything I could not have flown to ****** with the sever blood clots I was being treated for. They made me wait 3 months to get a voucher.

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

  

  Business Response

  Date: 09/09/2022

  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:08/10/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I contracted Covid-19 on the fifth day of a seven day cruise. We were put into isolation for the last two days of the cruise and three more days isolated in a ******* Hotel before we were cleared to fly back home. I submitted a claim for lost cruise days, changes in transportation, and the three hotel days with food expenses. The claim was submitted the second week of May 2022, and the status of the claim immediately went to "assigned to an Examiner". I contacted *** and they said it takes 21 days to start the process. I contacted them again and its now "we are having a high volume of claims". It still has not been put into processing almost three months now.

  

  Business Response

  Date: 08/23/2022

  We have reviewed ************** complaint and we are happy to provide status on this matter.
  
  Our claims department has reviewed the claim and the customer should have received a response already or will be receiving a response shortly. 
  
  We thank ************** for his patience during the claim process. We trust this responds to the concerns raised in this complaint. 

• Initial Complaint

  Date:08/10/2022

  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 Feb 18, 2022 My travel companion, ********************************* and I together purchased travel protection through Norwegian Cruise line for a European Cruise we were taking On April 26th with travel to be completed May 6th. This insurance cost us $706 combined and was supposed to cover and expenses related to trip interruptions or delays related to Covid 19. Upon our return on May 6th, ******************************* tested positive for Covid 19 and the airport in Rome and we were separated for a long time, not told what the issue was. Because of this, I (******************* ) missed my return flight home and ******************************* was quarantined for 10 days at a hotel in Rome until she tested negative. We were both told by Norwegian that we were both now responsible to pay for our won flights home and any expenses and it was "a good thing we have insurance". On May 19, 2022, I filed a Claim with *** and gave them all of the paperwork they requested. I have since sent several emails asking the status of my claim ( almost 3 month now) and keep getting told they are backlogged. I keep requesting to be contacted my management and no one ever fulfills that request. After reading case after case just like mine, I sadly feel file a case against them with the BBB is the only was to be reimbursed for the expenses we are rightly due per our contract.

  

  Business Response

  Date: 08/24/2022

  
  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:08/10/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a travel insurance claim with Aon on June 3, 2022. The claim was for $369.15 for a hotel room after our flight was canceled. This is a covered expense under the travel policy. That same day, I received a confirmation email from Aon, noting our claim reference # *********. On July 5, I received an email from Aon stating that the claim is taking longer than originally anticipated. Since then, I have heard nothing from Aon and when I check the status of the claim online, it only says that the claim has been assigned to an examiner. I appreciate any help you can give in resolving this matter.

  Customer Answer

  Date: 08/15/2022

  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:08/10/2022

  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 took out insurance for our Carnival Cruise scheduled parting date was 05/16/2022 in case we needed it. The insurance offered was AON insurance. I had a flare up of my Crohns/Colitis. Doctor/Health ********************** company were not able to get my disease under control so that I may go on the cruise with my other family members. I unfortunatley cancelled my cruise on 05/13/2022. I sent in my claim along with my doctor note saying that I could not travel during this time. *** then requested my doctor to fill out a form. We sent it in the next day. Well over a month later AON requested my doctors NOTES from our visit or conversations which is very unacceptable but my doctor sent it to them so that I can finally get reimbursed. I confirmed that *** received it on 06/30/2022. As of today, I still have not received my full refund. It's been well over the 21 business days and I'm tired of the run around that I get every time I call. I hope you can help resolve this situation. My Reference # with AON is *********. Thank you!!

  

  Business Response

  Date: 08/23/2022

  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: 08/23/2022

  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:

  Their reason for denying my full refund - 1.  Your Sickness, Accidental Injury or death, that results in medically imposed restrictions as certified by a physican at the time of loss preventing your participation in the trip.  A physician must advise to cancel the trip on or before the scheduled Departure date.  Based on the documentation submitted there was no treatment at the time of the cancellation.  In view of the above, we regret that your losses are not covered under terms and condtions of the travel protection policy.
  

  
  I had already given them a letter from my doctor dated 05/13/22 which is 3 days before my trip that spoke about me having a Crohns/Colitis flare up!  Therefore I could not travel!  They even asked for my doctor to fill out a form which my doctor said on the form that I could not travel.  I was receiving treatment during the time of cancellation but it was not effective and made my symptoms worse.  My doctor was trying to fight with the insurance company to put me back on the medication that was working!! The health insurance company kept wanting to try less expensive medications and eventually sometime after the scheduled trip the insurance company found a medication that worked for my body.  So what they said about me not receiving treatment at the time of cancellation is totally incorrect!!! I have sent in an appeal to their decision.  Everything that they denied me for is incorrect and they have the documention.  These people are crooks and shouldn't get away with it!
  
  ***********************
  

  
  
  
  
   
  

  

  Business Response

  Date: 09/06/2022

  We have reviewed **************** additional comments and we are happy to provide further status on this matter.
  
  Our claims department has again reviewed the additional comments and/or documentation submitted, and the customer should have received a response already or will be receiving a response shortly. 
  
  We thank ************** for her continued patience during the claim process. We trust this responds to the concerns raised in this complaint. 

• Initial Complaint

  Date:08/10/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a travel claim on June 16, 2022. for almost $6000.00. The claim was due to our testing positive for Covid and being unable to fly back to the ** from ******. I included all documentation and copies of all receipts. The claim is for hotel, food and other costs for the nine days we had to stay in ******. I have called them twice with the same response that they are working on it. The status of the claim on their website has been the same for almost two months. I have paid the $6000, out of pocket and am accruing interest on my credit card while waiting for them to resolve the claim. I have asked to speak to a supervisor with no results.

  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:08/09/2022

  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 7/12 I had to cancel my trip with Carnival because I was furloughed. Carnival explained that because we had trip insurance, the cancelation reason would be covered and we would be reimbursed. I filed a claim with *** on 7/13. Every document they requested was provided. The trip included me, my minor child, and my partner. I called *** several times and explained the situation. I was never once told I would have to file separate claims as the trip number included the 3 of us. The claim total Carnival provided was $248. That was for the travel insurance as well as the cancelation fee. I received an email yesterday stating the claim (after 6 phone calls to Aon) had been approved and a check for $50 was going to be mailed. There was no explanation in the email, just the approval. I called Aon today; 8/9/2022 and was on the phone for 25:37 trying to figure out why the claim amount was incorrect. I was told I needed to file a claim for all 3 people and would now have to wait another 21 days to possibly get back the rest. Again, no explanation. I asked even if the claim was supposed to be for 3 people, and *** only saw myself on the claim, why was the claim amount approved only $50 if the claim should've been for $248? I received AGAIN no explanation. I was advised someone would give me a callback in 2-3 business days to advise why the amount was so low. All I want is what is owed to me: $248 or $198 which is minus the $50 that I am being mailed. I would also like an explanation of how the amount was determined.

  

  Business Response

  Date: 08/23/2022

  We have reviewed *** ********* complaint, and we are responding accordingly. 
  
  According to the information presented, ******************* booked a cruise with Carnival scheduled to depart on 10/22/22.  Unfortunately, due to job termination she needed to cancel the cruise.  She filed an online claim with us on 7/13/22 but only listed herself for the claim.  Please note that as the plan benefits are provided on a per person basis, we ask on the claim intake form for all traveler names. 
  
  As ******************** initiated a claim only for herself, that is the way the claim was processed.  Thus, upon receipt of the required documentation satisfying the job loss terms and conditions, we finalized the claim for ******************** on 8/8/22.  ******************* contacted us following this and confirmed that there were two additional travelers on the booking who had cancelled as well. 
  
  Accordingly, we then approved the claim for ************ ******* and child for the penalties imposed by Carnival for their cancelled cruise arrangements.  Checks were issued for their cancellation penalties and mailed on 8/18/22.  To clarify the payment amount, of the $248.00 amount referenced in the complaint,$147.00 represents the non-refundable plan cost amount ($49.00 x 3 people) and $101.00 is the cancellation penalty amount ($50.00 x 2 adults, $1.00 for the child)which has been reimbursed under the terms of the plan.
  
  We trust this information sufficiently responds to the concerns raised in ************ **************** Should you have any questions, please feel free to contact our office.

• Initial Complaint

  Date:08/09/2022

  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 trip protection insurance for my 14 day ******** Train Odyssey tour that I booked through Globus/Cosmos tour company. The tour started on May 13, 2022 thru May 27, 2022. At that time, the ** required a negative covid test in order to return to ***************** via air. On May 26, 2022, I performed a proctored covid test in my hotel room, this test resulted positive and I was then told by my tour director and per the ******** health guidelines and the US CDC, I needed to quarantine for a minimum of 5 days. My tour guide reported to the hotel that I had a positive covid result and was quarantining in the hotel for 5 days from May 27 through June 1, 2022. I incurred expenses further to eat and return airfare. I retested on May 31, 2022 for covid with a proctored covid test that was provided by Globus/Cosmos tour company and the result was negative. I was able to fly out of *********, ****** on June 1, 2022. I filed a claim with AON on June 4, 2022. I submitted all documentation that was requested through the claims portal of this company. The reference number is ******* and claim number **********. From that time I have been waiting on this claim to be processed. I have called the company on numerous occasions only to be told that they are backlogged with other claims and that they had 21 days to process. They also stated that if there was a concern about my claim, they would send me an email to ask for more information. I have checked the website for a claim status and for at least a month, there was no information that the claim was being reviewed on assigned. Recently (within the last two weeks) the claim status has changed to them needing a completed claim form. My submitted documents include a completed claim form. I never received an email regarding incomplete documentation. A rep named ****** stated that he saw the completed form submitted in my documents. I want reimbursement for my expenses. I have been waiting 2 months so far.

  Customer Answer

  Date: 08/19/2022

  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 received a resolution to my travel insurance claim from AON insurance. They sent me two checks to cover most of my travel delay expenses. 
  I consider the matter settled.  Thank you for all the help you provided to achieve this resolution.
  
  Sincerely,
  
  **** ****** 
  

  
  

  
  
  
   
  
  

• Initial Complaint

  Date:08/09/2022

  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 travel protection through Aon Affinity Travel Practice for an upcoming trip to Europe. The trip did not go as planned, the first leg of our two flights to ***** was delayed 11 hours, causing ** to need to purchase new tickets the day before we traveled at significant expense. On the way home, we were still required to test for Covid, and unfortunately, I tested positive. I was required by the ******* government to quarantine in a hotel set aside for people with Covid for 7 days before I could fly home (which I also had to purchase). I submitted my travel insurance claim ( Reference # *******) as soon as I returned to ***************** on June 15th. Since then, I have checked on my claim multiple times. The representatives assured me that I had submitted the correct paperwork and that my claim would be processed, however, almost two months later, my claim has not moved out of the "assigned" case status and representatives refuse to escalate it. I have now payed significant interest on my credit card because I am carrying this balance.

  

  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.