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:08/09/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/21/2022 I booked a cruise through Norwegian, and as part of that booking, I bought a $474 travel insurance policy which was supposed to be serviced by Aon Affinity. This insurance policy states that it covers travel situations like reimbursement for delayed or lost baggage. When we flew to our cruise on 6/25/2022, our flight from ******* to ********* was delayed (a covered reason), and as a result, our luggage was lost before our cruise began. Our baggage was not delivered to our home address in the USA until 7/22/2022 (in my case) and 8/1/2022 (in my husband's case). As a result of our baggage being lost for so long, the two of us incurred a total of $1296.78 in excess expenses to buy necessary clothing and personal care items. I filed a claim against our Aon travel insurance for delayed baggage expenses on 7/6/2022, including thorough and itemized documentation of our expenses, with receipts. We were told that our claim would be processed in 21 business days. It has now been far more than 21 business days, and despite us calling Aon customer service twice, no one has reviewed our claim yet. We are very disappointed in the service we received from Aon, and we expect to be reimbursed for our expenses, since we paid for travel protection coverage through them. Our ideal resolution would be for Aon to pay us for our covered expenses and give us a refund of our insurance premium, due to the terrible support we've received through our claim filing process.

  

  Business Response

  Date: 08/22/2022

  We have reviewed ******************* complaint, and we are responding accordingly. 
  
  According to the information presented, **************** and her husband booked a Norwegian cruise, scheduled from 6/26/22 7/3/22.  We understand that enroute to the cruise there was a carrier delay which caused their luggage to be delayed. They filed an online claim with our office.
  
  Upon review of the claim information, we determined the claim to be covered under the terms of the plan.  Please note that we issued payment for them on 8/11/22.
  
  We thank ***************** for her patience during the claim process. We trust this information sufficiently responds to the concerns raised in ******************* complaint.  Should you have any questions, please feel free to contact our office.

• Initial Complaint

  Date:08/09/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 25MAY2022, I cancelled my cruise with Royal Caribbean (scheduled date of departure was 28MAY2022) following a doctor's *********** where my doctors advised me not to go on a cruise due to potential fatal complications associated with my current pregnancy. I originally booked the cruise and spent extra on the Aon travel protection plan on 16FEB2022. I was first diagnosed with placenta previa (blood loss) on 09MAY2022 with ultrasounds performed to confirm my bleeding. My doctors were concerned that I could potentially have internal bleeding while at sea and wrote a ****** to Aon Travel Insurance stating that I was not fit for travel due to high risk pregnancy complications associated with placenta previa. After supplying Aon Travel with all of the required information including doctor's note, they rejected my claim several months later (decision ****** came to me on 08AUG2022) stating and I quote " ***************************** will not waive their cancellation penalty and provide a cash refund should you cancel your cruise vacation due to normal pregnancy." 1.) This was not a normal pregnancy. This was a high risk pregnancy where I had confirmed blood loss by the doctor and a doctor's ****** stating that I could not travel. Additionally, the week the cruise was supposed to take place, I did end ** in the emergency room due to pregnancy complications. 2.) The purpose of paying for Trip insurance through Aon is to cover my trip in case of unforeseen medical events and emergencies such as this. Additionally, it states in their policy that I can cancel my trip and be refunded for medical or "for any reason." Per the trip insurance, they should provide a cash refund if Royal Caribbean does not. I have also reached out to my travel agent who is considering no longer doing business with *** based upon my experience. My expectation is that Aon Travel provides a refund of $1,528.38.

  

  Business Response

  Date: 08/22/2022

  We have reviewed the complaint received from *************** and we are responding accordingly.  We appreciate this opportunity to review the particulars of the claims.
  
  According to the information presented, **************** and her traveling companion booked a Royal Caribbean cruise that was scheduled to depart on 5/28/22.  However, due to complications with her pregnancy, they canceled the cruise and a claim was initiated with Aon Affinity.
  
  Please understand,the Travel Protection product that was purchased provides a cash reimbursement as a result of cancellation for a variety of reasons which include medical and non-medical reasons. 
  
  Under the Cancellation Penalty Waiver, it states the following:
  
  This Cancellation Penalty Waiver is an addendum to your cruise ticket contract. Through the Travel Protection Program, ***************************** will waive their standard cancellation provision and refund to you IN CASH the otherwise non-refundable value of the unused portion of your prepaid cruise vacation, should you or your traveling companion need to cancel your cruise vacation for any one of the following reasons (subject to the restrictions noted below*).
  sickness, injury, or death of yourself, a traveling companion or members of either of your immediate families, which is diagnosed and treated by a physician at the time your cruise vacation is terminated;
  involvement in a traffic accident, en route to departure, that causes you to miss your cruise;
  your home is made uninhabitable by a natural disaster such as fire, flood, earthquake, hurricane or volcano;
  you are called into active duty by the military to provide aid or relief as a result of a natural disaster;
  subpoena or being called to serve for jury duty.
  
  In addition, the plan also states the following:
  
  *Please note the following restrictions:
  ***************************** will not waive their cancellation penalty and provide a cash refund, should you cancel your cruise vacation for any of the following reasons:
  a condition that first presents, worsens, becomes acute or has symptoms causing a person to seek diagnosis, care or treatment, or prompts a change in medication, during the 60 days before you purchased this waiver;
  mental, nervous or psychological disorders, or normal pregnancy, unless hospitalized; elective abortion; drugs or intoxicants, unless prescribed by a Physician;
  
  Based on the information which was provided with the original claim submission it was determined that the reason for cancellation didnt meet the terms and conditions of the plan.  Subsequent to that claim determination, the claimants contacted us via phone to appeal the decision.
  
  At this time, we have completed a secondary review of the file and based upon new information presented, we have reversed our prior determination and issued claim payment on 8/11/22.  We trust this information sufficiently responds to the concerns raised in the complaint.  Should you have any questions, please feel free to contact our office.

  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.  They did provide a refund for my trip.  
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  Date:08/09/2022

  Type:Customer Service 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.

  A tour by Globus Travel to *****, Indian and ***** was cancelled. I lost $750.00 for cancelled flights. I filled a claim with Affinity immediately with all required information. The voice in customer service says 2-3 weeks for the claim to be resolved. I called to check the status of reference *******. **************** cannot help, after telling me "21 business days" is the wait time Please contact for Affinity for faster service for my $750.00 claim. Insurance companies love to collect the money, but paying on their policies just "sucks"

  

  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. 

• 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.

  We booked a Royal Caribbean Cruise, Confirmation# ******* departing from *******, ** on 6/4/22. The cost of the cruise cost was $2,064.76. Trip insurance had been purchased in advance through AON Travel Insurance Royal Caribbean Travel Protection through Royal Caribbean. The morning of the second day, 6/5/22 our 11 yr old child who was at home was transported to the emergency room and then admitted to the ************************ Unit with a potentially fatal condition. When the ship docked on 6/6/22 we traveled immediately to the airport and flew home. Airfare and baggage costing $813.32. This didnt include travel meals, taxis, etc. I filed claim# ********* with AON on 6/8/22 after downloading EVERY SINGLE Report from my Healthcare Provider along with the required completed attending Dr report the, *** Form as they call it. I also providing them all receipts and documents for the trip. The web portal to upload the documents was not working & after calling them I was advised to email all of the forms. I sent 4 emails with 11 forms. I received a confirmation for all of them. One week later noticed I could upload the forms and uploaded some forms along with additional new medical records. Called on 7/7 spoke to ******* V who advised me that it had not been 21 days since I submitted the forms which were submitted on the 15th. I advised her I submitted the forms on the 6/8 via email and received receipts from them. Was told to call back after the 15th & that would be 21 days? Called on 7/28 after being told on 7/7 to call back after the 7/15. Spoke to **** who read from the same script as my call on 7/7. **** confirmed that ALL my forms submitted through email and through the website had been received and that somebody from claims is actively looking at the claim. Called on 8/8 to MJ same scripted answers, was told that they received my documents on 7/28 to wait 21 days. Asked to speak to a supervisor or claims was told no way to contact them, but she is sorry

  

  Business Response

  Date: 08/22/2022

  We have reviewed ****************** complaint and we have outlined our position below.
  
  According to the information presented, ****************** and his wife had a cruise booked with Royal Caribbean from 6/4/22 6/9/22.  Unfortunately,during the trip, their child became ill and required hospitalization, which required them to disembark and return home prior to the scheduled return date. As a result,he is seeking reimbursement of the missed portion of the cruise and additional expenses for airfare. 
  
  Upon review of the claim information, we determined the claim to be covered under the terms of the Trip Interruption benefit.  We issued payment in the amount of $901.63 per person on 8/11/22 for their covered Trip Interruption losses.  We thank ****************** for his patience during the claim process.
  
  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: 08/22/2022

  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:08/08/2022

  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.

  NCL cruise 5/7/22 took insurance with AON Affinity Travel, tested positive for COVID 5/6/22. Under lockdown and sent to hotel lockdown at hotel dictated by NCL and AON. Submitted claim to AON Affinity claims **** 5/6/22 overnight. AON Affinity received5//24, they acknowledged receipt. Stated they assigned to someone for process on 7/8/22. As of today their web states the claim review not started. I last contacted them on 7/28/22. Stated heavy claims coming in. Will notify me when they start working on claim.Claim # *********, Policy # ******* NCL Reservation #********

  

  Business Response

  Date: 08/22/2022

  We have reviewed *** ********* complaint, and we are responding accordingly. 
  
  According to the information presented, ******************** booked a Norwegian cruise from 4/30/22 5/7/22.  Unfortunately, at the end of the cruise she tested positive for COVID which caused her to incur additional expenses due to the required confinement upon disembarkation.  She filed an online claim with our office.
  
  Upon review we determined the claim to be covered under the Trip Delay benefits of the plan and reimbursement was issued on 8/8/22.  We thank ******************** for her patience during the claim process.
  
  We trust this information sufficiently responds to the concerns raised in *** ********* complaint.  Should you have any questions, please feel free to contact our office.

• Initial Complaint

  Date:08/08/2022

  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.

  Claim # ********* This claim was filed on May 25, ****************************************** June. And now nothing has progressed since then.I have reached out to customer service by phone (June 22, July 19, July29, August 2) and also on July 29th sent a note via your online contact us page.Everyone I spoke to was very friendly and said they would send a request to the claims department to contact me with a status update. I was also assured that all necessary documents had been received. So far the only response I had was an email on June 28, 2022 saying sorry for the delay.I was originally told 21 business days to complete the claim process and now it has been 50 business days and status is still showing only that it has been assigned. Please help me complete this claim and receive the compensation due to me.

  

  Business Response

  Date: 08/22/2022

  We have reviewed **** ********* complaint and we have outlined our position below.
  
  According to the information presented, ********************* and her husband had a trip booked with Trafalgar departing on 5/25/22.  Unfortunately,he became ill and they were unable to go on the trip and they filed a claim with us.
  
  At this time, we have reviewed their claim and approved payment in the amount of $4,026.66 per person for the cancellation penalties imposed on the booking.  Checks were issued on 8/8/22.
  
  We thank ********************* for her patience during the claim process. 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:08/08/2022

  Type:Order 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 girlfriend and I purchased a ****** for two weeks on Princess ****** line. The sailing dates were 12/26/21 with a return of 01/09/22 we purchased traveling insurance through princess ****** line and the company that supplied the insurance is AON affinity. On the sixth night of our fourteen day ****** my girlfriend tested positive for Covid and we both were placed in quarantine. That was on 1/1/22 and then on 1/2/22 we where disembark and taken to a hotel for quarantine. I filed a claim for trip interruption and it has taken until 7/26/22 to settle the claim. My problem is that the policy clearly states that for trip interruption that we would be paid 150% of our total trip cost plus hotel room cost for quarantine. The Claim number is *******. They have not paid any money for the trip interruption and only money towards the hotel room cost. I am looking to get the trip cancellation money paid per our insurance contract for trip interruption. I have tried to get someone to call me back from AON to discuss this issue but to no avail. They also have the incorrect date on our compensation determination paperwork that they emailed to us.

  

  Business Response

  Date: 08/22/2022

  We have reviewed ************** complaint, and we are responding accordingly. 
  
  According to the information presented, *********** and his traveling companion, *************************, booked a Princess ****** from 12/26/21 1/9/22.  Unfortunately, during the cruise, ******************** tested positive for COVID which caused her to be confined to their cabin and they incurred additional expenses due to her required confinement upon disembarkation.  They initiated claim with us via the assistance company and claim forms were sent to them for completion.
  
  Upon review of the claim documentation, we determined the claim to be covered under the Trip Delay and Trip Interruption benefits of the plan.  However, the documentation on file only pertained to ********************** COVID diagnosis and we only had documentation that she was placed under confinement to the cabin.  As her portion of the trip was purchased with travel credits, there was no cash reimbursement due for the confinement and we provided reimbursement for their additional covered expenses incurred following disembarkation.
  
  At this time, as ************ has now indicated and we have confirmed that he was similarly confined to his cabin, we have provided reimbursement for his missed cruise nights under the Trip Interruption benefit. Payment for his covered Trip Interruption losses was sent on August 19, 2022.
  
  We thank ************ for his patience during the claim process. We trust this information sufficiently responds to the concerns raised in ************** complaint.  Should you have any questions, please feel free to contact our office.

  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:

  The statement that ********************* trip was purchased with cruise credits is inaccurate. I provided the receipt for our trip and the total cost of the trip. The policy clearly states we would be reimbursed at 150% of the total trip cost for a trip interruption. There was no delay we did not get to complete our trip and were removed from the ship at day 7 of the 14 day trip. Also they have claimed to have sent out payment to ******************* and myself which have not arrived and that is because they combined our addresses. I would like all monies owed to be paid promptly at the 150% amount as covered by the policy.

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

  

  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 his continued patience during the claim process. We trust this responds to the concerns raised in this complaint. 

• Initial Complaint

  Date:08/08/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/2/22 me and my cousin were set to go on a cruise. Minutes before we were to set foot on the cruise we were ask for a pcr test. She was positive and I negative. No one told me before I got there we the test. They cancelled the cruise but I purchased insurance. I filed almost 3 months ago with no answer and no refund from aon. They keep saying we need More time and we have all info they need. Why is this taking so long?

  

  Business Response

  Date: 08/19/2022

  We have reviewed *** ******* complaint, and we are responding accordingly. 
  
  According to the information presented, *************** and her traveling companion booked a Norwegian cruise departing on 5/2/22.  Unfortunately, one of the travelers tested positive for ***** and they were unable to board the cruise and incurred additional expenses while quarantined.  They filed an online claim with our office.
  
  Upon our review of the claim documents submitted, it was determined that we needed additional information and we issued a letter to **************** on 8/8/22 requesting documentation concerning the ***** test results as unfortunately this information was missing from their submission.
  
  Upon receipt of this documentation, we will continue our review of the claim.  We thank **************** for her patience during the claim process.
  
  We trust this information sufficiently responds to the concerns raised in *** ******* complaint.  Should you have any questions, please feel free to contact our office.

• Initial Complaint

  Date:08/08/2022

  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 Celebrity cruise on November 24, 2021 for cruise date of January 30, 2022. I also purchased an AON travel insurance policy. On January 19, 2022, the physician treating my serious medical condition advised me that it was not in my best interest to travel and provided a letter stating same. I cancelled the cruise reservation on January 20, 2022. Claim was filed with AON on April 2, 2022. It is now four plus months later and I have not received my refund. The same physician completed their Attending Physician Statement on April 24, 2022. *** says that in May it mailed the provider a request for additional info. The doctor's ****** confirmed that it has NEVER received any type of followup. On June 22, 2022, I notified AON via ***** package of such and asked for immediate payment. July 17, they asked AGAIN for medical documentation (which has already been provided) and for contact info for my regular family physician. On July 28, via their data upload site, I AGAIN informed them that the physician's ****** has completed all requested information. And I provided the name of my primary care physician. And yet ANOTHER delay letter arrived dated August 2, stating that they now are asking AGAIN for the name/address of my primary physician, PLUS names and addresses of any other physicians "who may have treated the patient". I have been compliant and responsive to requests, but I am losing my patience with the continued delays. My physician advised me not to travel, and has provided both a letter and completed the Attending Physician Statement. AON--where is my travel refund?

  

  Business Response

  Date: 08/22/2022

  We have reviewed *** ********* complaint,and we are responding accordingly. 
  
  According to the information presented, ******************** was scheduled to depart on a Celebrity cruise on 1/30/22.  She filed an online claim with us indicating she needed to file for cancellation. Celebrity advised they were notified of the customers cancellation on 1/20/22.
  
  Upon review of the initial claim documentation submitted, it was determined that the doctors note was insufficient to make a claim determination. We therefore sent ******************** an Attending Physician Statement for her physicians completion on 4/7/22.  This information was returned on 5/17/22, however, based on the information provided, it was determined that patient medical records were needed to make a determination.  We requested this information on 5/18/22 and medical records were received on 8/5/22.
  
  Under the Cancellation Penalty Waiver Program, it states the following:
  
  This Cancellation Penalty Waiver is an addendum to your cruise ticket contract. Through CruiseCare, Celebrity will waive their standard cancellation provision and refund to you IN CASH the otherwise non-refundable value of the unused portion of your prepaid cruise vacation, should you or your traveling companion need to cancel your cruise vacation for any one of the following reasons (subject to the restrictions noted below*).
  sickness, injury, or death of yourself, a traveling companion or members of either of your immediate families, which is diagnosed and treated by a physician at the time your cruise vacation is terminated;
  involvement in a traffic accident, en route to departure, that causes you to miss your cruise;
  your home is made uninhabitable by a natural disaster such as fire, flood, earthquake, hurricane or volcano;
  you are called into active duty by the military to provide aid or relief as a result of a natural disaster;
  subpoena or being called to serve for jury duty.
  
  In addition, the waiver contains the following limitations:
  
  *Please note the following restrictions:
  Celebrity will not waive their cancellation penalty and provide a cash refund, should you cancel your cruise vacation for any of the following reasons:
  a condition that first presents, worsens, becomes acute or has symptoms causing a person to seek diagnosis, care or treatment, or prompts a change in medication, during the 60 days before you purchased this waiver;
  mental, nervous or psychological disorders, or normal pregnancy, unless hospitalized; elective abortion; drugs or intoxicants, unless prescribed by a Physician;
  business, contractual or educational obligations of you, an immediate family member, or traveling companion;
  declared or undeclared war, or any act of war;
  service in the armed forces of any country;
  any unlawful acts, committed by you or a traveling companion;
  other condition, event or circumstance occurring prior to your purchase of the Travel Protection Program.
  
  Upon review of the medical information on file, it was determined that the condition causing cancellation did not meet the terms of the plan as the condition worsened during the 60 days prior to the product purchase and,there does not appear to have been any treatment for this condition or any other acute illness at the time the trip was cancelled.  In view of the above we may not provide reimbursement for her claim.
  
  However, the plan does contain a Cancel For Any Reasonprovision, however, this is not a guarantee of a cash refund, rather this is a service provided by Celebrity to guests who do not have an eligible claim to instead receive a future travel credit equal to their cancellation penalty amount so that she may rebook the cruise at a more convenient time.
  
  We have notified ******************** regarding our claim determination and future travel credits will be forthcoming from the cruise line.   We trust this information sufficiently responds to the concerns raised in *** ********* complaint.  Should you have any questions, please feel free to contact our office.
  

• Initial Complaint

  Date:08/08/2022

  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.

  Refusal of insurance company to refund credit. ********. Wife passed away after planning trip. Aon have me vouchers but won't let me sale them. They say I have to use one but can sale the other. I don't wanna use 1 because my wife died and I wanted to go on the trip with her. We were married ***************************************************** sale both vouchers. I'm 81 years old.

  

  Business Response

  Date: 08/23/2022

  We have reviewed ******************** complaint and we are happy to provide status on this matter.
  
  ******************** was requesting to have the future cruise certificates issued to him and his late wife following the cancellation of their 2019 cruise for a reason not eligible under the waiver program.  Please note that we did reach out to ******************** to advise him that as the certificates are issued by the cruise line, he would need to speak to them directly regarding use of them.   He was appreciative of our call and confirmed he will follow up with the cruise line directly. 
  
  We trust this responds to the concerns raised in this complaint and this matter is now closed.