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:08/08/2022

  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.

  We were to sail on the Carnival Sunrise, 6/18/2022. Purchased travel protection in case of an emergenyl. Unfortunately, I was diagnosed with a serious medical condition and emergency, Due to emergency, we were unable to utilize the cruise (spouse). Therefore, the physician completed the medical form and was submitted to Aon Affinity Travel Practice on 7/5/22. I have spoken with several employees, the claim form was received and informed that the reimbursement would take place in 21 days. I called again on 8/5/2022 and was informed by ****** and the Supervisor, ******* that they are backlogged because of the increase of claims. I was using the term"refund" and the supervisor informed me to utilize the term "reimbursement. It does not matter what term I utilize, I have nothing to do with their issue of increase in claims, too many claims, back log. When I was requested to pay money for the insurance, I was told that I had to pay the money at that time. I would not recommend this company for travel insurance to anyone. However, after reading the issues with this company, it is apparent that this problem has been ongoing. I am requesting a "reimbursement" as soon as possible. I have adhered to procedure and protoccol required by this unprofessional company. The company has confirmed receipt of the doctor's ********** Please assist in this most matter. Thank you. ******************

  

  Business Response

  Date: 08/22/2022

  We have reviewed Dr. ******** complaint, and we are responding accordingly. 
  
  According to the information presented, ***************** and her husband booked a Carnival cruise through World Travel Holdings,scheduled to depart on 6/18/22.  On 6/21/22,she filed an online claim indicating they needed to cancel due to illness.
  
  Upon review of the claim information, we determined the claim to be covered under the terms of the plan.  As we needed the cancellation penalty information for the booking, we followed up with the travel supplier for this information.  At this time, we have received the cancellation penalty amount and we issued payment for their Trip Cancellation claim on 8/11/22.
  
  We thank ****************** for her patience during the claim process. We trust this information sufficiently responds to the concerns raised in Dr. ******** complaint.  Should you have any questions, please feel free to contact our office.

• 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.

  We purchased travel insurance from AON through Holland. One day into our trip, my husband tested positive for Covid. We were forced to quarantine immediately in a separate hotel in ****** for 5 days. We were not able to rejoin the cruise and had to rebook flights home. I submitted the claim to Aon on 6/5 with all required documentation on 6/7. It is absolutely ridiculous that this process is taking this long. I paid for this in good faith, yet they are not holding up their end of the agreement. I have called multiple times and am not getting any response other than a clerk reading the same paragraph over and over saying they have received all documentation. No one has asked for additional information. I have received 1 email from them saying its taking longer than expected. I was initially told 21 business days, then I was told they would be completed by the next business day, then I was told another 14 days. We are now approaching 60 days. This is absolutely ridiculous. They currently owe me for the following: Cruise for myself and my husband: $8,346; quarantine hotel: $1,700; Food per diem for 7 days ($100 per person per day) including travel day home: $1,400; Flights from ****** to *******: $802; Rental car from ******* to home city: $121.17, spa services not refunded by *******: $298. I want full reimbursement of all expenses.

  

  Business Response

  Date: 08/23/2022

  We have reviewed ***************** complaint, and we are responding accordingly. 
  
  According to the information presented, ************** and her husband booked a Holland America cruise vacation from 5/18/22 5/29/22.  Unfortunately, during the trip, her husband tested positive for COVID which caused them to interrupt the cruise vacation and they incurred additional expenses due to the required confinement.  She filed an online claim with our office.
  
  Upon review we have determined the claim to be covered under both the Trip Interruption and Trip Delay benefits of the plan and reimbursement was sent to the ****** on 8/12/22.  In addition, we have notified *************** that she can submit receipts for any other covered expenses for further consideration.
  
  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.

  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:we were  

  
  We were explicitly told by ******* that we would be provided $100 per diem per person per day and receipts were NOT required.

  When I submitted my original documentation, this was included.  The fact that we are now approaching 90 days and this is just now coming up is completely unacceptable. I once again submitted this documentation with this statement highlighted.  I was displace from Friday, 5/20 through Thursday 5/26, which totals $1400 total. 

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

  

  Business Response

  Date: 10/14/2022

  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. If additional documentation or information has been requested by our office, upon receipt it will be put in line for review. 
  
  We consider this matter with *************** now closed.

  Customer Answer

  Date: 10/14/2022

  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:

  As I told you in our phone call, this is not what I was told.  I have no faith in anything your company says.  The fact that you just expect me to believe you after the h*** you have put me through is asinine. Until I have a conversation with *******, I will not reimburse you for any amount as you still owe me money.  I called Holland immediately upon receiving your initial response, again as I told you in our conversation.  I have yet to hear back from them.  Finally, if and when I do hear back and make the determination that I should reimburse you, I will provide you the same amount of attention that you provided me.You will wait just as long as I had to wait.  You are doing this as a retaliation because I filed a complaint against you.  There is no other reason.  Every customer on the planet should understand what kind of company you are and the depths you take to keep from paying valid claims.

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

• Initial Complaint

  Date:08/08/2022

  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.

  Purchased Aon Affinity travel insurance on 1-31-2022 for $333 for a trip with Road Scholar travel in March. Due to weather, flight was delayed for about 5 hours and I missed the connecting flight. I had to spend a night in ***** and there wasn't another flight to the next later afternoon. I missed the first two days of the trip, I filed a claim with Aon on April 1 and all documentation was sent on April 5. I still have the documentation if you need it to help with a resolution, but Aon admits that they have everything they need from me. The claim number is *********. I kept checking the website for progress, it wasn't even assigned to anyone for a long time. They later admitted that they "lost" something. I emailed them on April 27 to ask what was the delay. The only email I received from them was a meaningless response on May 2. I have called Aon on May 23, 31, some unrecorded dates in June, July 14, 20, 29 and August 2. Most of the calls I received NO information about the problem. Later they began stating that the hold up is they are waiting for information from Road Scholar. I have contacted Road Scholar May 23, 31, June 2, July 14, 29 and August 2. They insist that they have given all the information needed to process the claim. The insurance was purchased through Road Scholar website so they have tried to help without success. The policy states a trip interruption is 100% reimbursement. That would include the hotel, a meal at airport, transportation at airport to the tour, the welcome dinner, two tours and a couple of meals included in the tour. I am uploading some documents. Let me know if you need anything further. I have spent hours on the phone and have gotten no where. Please help!

  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.
  
  Got the check yesterday.  I dont think that would have happened without filing these complaints.  Maybe they were hoping I would just give up.  Dont ever recommend Aon Affinity travel insurance. 
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:08/05/2022

  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.

  AON Claim # ********* My wife and I were planning on cruising as passengers aboard the Celebrity Summit, for its relocation cruise on 25 April 2022 along with another couple in an adjoining room.Unfortunately just prior to the cruises departure date I was admitted to a hospital near our home on 7 April 2022 with Congestive Heart Failure and Pneumonia. Following a bout with a Ventilator and the hospitals ICU, I was transferred to a Rehab Facility. There I spent a week inpatient and was released to continue recuperating at home.Unfortunately I was advised that it would be a significant health risk to continue with the plan of my wife and I going on the cruise on 25 April 2022. The couple that was traveling with us continued and went on the cruise, without us. Fortunately, we had signed up for ********************** and we have since booked another cruise in September but need the reimbursement to pay for it.When we first inquired about filing a claim we were advised that the process would take about 21 days to process. Our claim was filed the first week of June and other than an acknowledgment that the claim was received, we havent been contacted. . We called AON the first week in July and spoke to a **************** ******** told us that there was a delay in the process due to Covid, but that they had all the information necessary to process the claim and we should receive our payment before July 21, 2022. We told the rep that we had booked another cruise and were waiting for the payment from the claim to pay the cruises balance. He apologized for the delay but assured us we would hear something before the 21st. The 21st past by but we heard nothing further, so we again contacted AON **************** the to ask about our claim. This time the rep said that our claim was in the final stages and .would be finalized in the next couple of days. He again apologized for the delay. Thus far we haven't received payment.

  

  Business Response

  Date: 08/11/2022

  We have reviewed *** ******* complaint, and we are responding accordingly. 
  
  According to the information presented, *************** and his wife booked a cruise with Celebrity scheduled from 4/25/22 5/4/22.  Unfortunately, prior to the scheduled trip he became ill and was hospitalized and they subsequently cancelled the cruise.
  
  Upon our review of the claim documentation, it was determined that the claim met the terms and conditions of the plan.  However, to finalize the claim, we needed to obtain the cancellation penalty information from the cruise line.
  
  We received the cancellation penalty information and we the ******* claim was approved benefits for Trip Cancellation.  Checks were sent to the ******* on 8/9/22.
  
  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.

• Initial Complaint

  Date:08/05/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I Purchased Travel Insurance thru the Carnival web site for a trip to Europe with Carnival Cruises. I had to cancel the trip due to testing positive for Covid right before the flight to *******. Filed claim with Aon Travel Insurance with all documentation on 6/23/2022. The reference number is *********. The total amount of the claim is $1650. Never heard back within a month. Called Aon. They confirmed that they had received the claim. They would escalate it and we should hear something back soon. They confirmed they had the documents needed. Weeks later called Aon again. It is now 8/4/22. Was told there is no limit to how long the process takes. They do not have a process for speaking to a supervisor or directly to the adjuster. I still owe for the payments of the cruise on Uplift and can not pay off a vacation I could not take. Travel insurance is supposed to prevent this from happening. Every time I have called, the staff read me the dates over and over and expect that this is supposed to make it acceptable. I paid the premium in good faith. I met the criteria for having to cancel due to a medical situation. This company has never made any attempt to contact us to resolve the situation. They just keep stalling.

  

  Business Response

  Date: 08/18/2022

  
  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: 08/21/2022

  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:08/04/2022

  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.

  Travel insurance purchased with AON Travel Protection for an NCL cruise. There was a trip interruption due to COVID. Per the policy, all receipts were submitted and resolution was to be within 3 weeks. 2 Months have passed and they refused to call me back and explain the delay. I have called and asked for a claim adjusted and told they will not forward my call. No call back. It appears the company is delaying my claim. I have attached all relevant documentation.

  

  Business Response

  Date: 08/11/2022

  We have reviewed *** ********* complaint, and we are responding accordingly. 
  
  According to the information presented, ******************* and his wife booked a Norwegian cruise from 5/13/22 5/22/22.  Unfortunately, ********************* tested positive for COVID during the cruise which caused her to miss a portion of the cruise due to the subsequent confinement and they incurred additional expenses due to the continued confinement needed upon debarkation.  They filed an online claim with us on 5/27/22.
  
  Upon our initial review of the claim documents submitted, it was determined that we needed additional information from the cruise line to finalize the claim.  We did receive this documentation and have issued Trip Interruption payments for their covered expenses.  These checks were mailed out on 8/5/22.  In addition, our claims adjuster reviewed the claim payment in detail with ******************** and he believes there may be additional expenses which he hadnt submitted.  ******************** is welcome to submit any additional documentation he may have and, upon receipt of this additional information, we will be happy to review to determine whether there is any additional benefit due under the terms of the plan.
  
  In the interim, 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.

• Initial Complaint

  Date:08/04/2022

  Type:Sales and Advertising 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 June 7, 2022, I flew to Italy to go on a family cruise with NCL cruise line. I purchased the travel insurance as advised by the cruise. On June 13, 2022, while on the cruise, we were told you needed a negative covid test to leave *****. I tested positive for covid. I request a second test and I was still positive. I was then mandated quarantined for 7 days. I was retested on June 20, 2022, which is the protocol for *****. I tested negative and return to ********. I missed my flight and I also had to pay a large hotel ****. I filed a claim to Aon Affinity. On July 11, they requested additional information. I then down loaded the additional information . I waited the 10 days that were requested. They then requested additional information AGAIN. That was submitted on August 1, 2022. The additional information could of been requested the first time . I need this resolved to pay my credit card ****, which is now building interested on this outstanding balance. It is now going on to the second month, As suggested by my attorney, I am writing to you to see if this can be resolved. ***************************

  

  Business Response

  Date: 08/18/2022

  We have reviewed *** ********* complaint, and we are responding accordingly. 
  
  According to the information presented, ******************* booked a Norwegian cruise from 6/7/22 6/14/22.  Unfortunately, toward the end of the cruise,she tested positive for COVID which caused her to be confined to her cabin and she incurred additional expenses due to the required confinement upon disembarkation.  She filed an online claim with us.
  
  At this time, we have determined the claim to be covered under both the Trip Interruption and 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.
  

  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.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:08/04/2022

  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 canceled a cruise with Oceania cruise lines as my wife had to undergo oral surgery and we were advised not to travel for she would risk infection. When we booked the original cruise through Oceania we took out their travel insurance coverage, which is AON.I made my claim to AON Insurance and sent the documents through the **** and received confirmation they were received by AON on June 24. 2022. I was advised t takes up to 21 days to finalize my claim. I have called numbers times, promised a call back and/or the status of my claim. No success.My claim number is *********, reference number *******. I will try to submit my documents but they are numerous. From my various phone calls I know that AON has my claim and all the necessary documents. Seems they are notorious for not call back and there is no way to get through their claims department only their customer service department and they are of no help.Attached hopefully will be the three clam forms including one from my doctor. All the other documents are just receipts of the cruise and billing, etc.

  

  Business Response

  Date: 08/11/2022

  We have reviewed *** ******** complaint, and we are responding accordingly. 
  
  According to the information presented, ***************** and his wife booked a cruise with Oceania scheduled to depart on 6/29/22.  Unfortunately, his wife developed a dental abscess and they needed to cancel their travel plans.  They initiated a claim with our office on 6/16/22 and we sent them a Trip Cancellation claim form for completion.
  
  Upon our review of the claim documents returned by ****************** on 7/5/22, it was determined that the claim met the terms and conditions under the plan.  However, to finalize the claim, we needed to obtain the cancellation penalty information from the cruise line.
  
  The cancellation penalty information was received and we issued reimbursement for the cancellation penalties imposed by Oceania for the cancelled cruise arrangements.  Checks were sent to Mr. and ******************* on 8/5/22.
  
  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.

• Initial Complaint

  Date:08/04/2022

  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.

  Our family of seven (7) purchased a cruise on Carnival Cruise line and purchase travel protection insurance through AON. Our trip was scheduled on June 4, 2022. Unfortunately due to two family members testing positive for Covid-19 we were unable to travel on the cruise. We immediately canceled the trip with *********** and Carnival and submitted the required paperwork and documentation.Carnival refunded our sales taxes within a very short period of time but we have been dealing with AON for 2 months trying to get our refund. I have called AON customer service for the past 4 weeks and they keep giving me the runaround and stating the claim is "being reviewed". No one can give you any details and it seems to be a stall tactic as they are reluctant to pay out claims as per the insurance. This was supposed to be paid "within 21 business days" but we are now way past that timeframe. We need your help getting our claim paid as this company is not very transparent in their business dealings. Your help will be greatly appreciated as this company has HORRIBLE communication. Reference #'s *********, *********, *********

  

  Business Response

  Date: 08/18/2022

  We have reviewed *** ********* complaint, and we are responding accordingly. 
  
  According to the information presented, ******************* and his family booked a Carnival cruise with World Travel Holdings, scheduled to depart on 6/4/22.  On 6/6/22, they filed an online claim indicating they needed to cancel due to one of the travelers testing positive for COVID just prior to the trip.
  
  Upon review of the claim information, we determined the claim to be covered under the terms of the plan.  As we needed the cancellation penalty information for the booking, we followed up with the travel supplier for this information.  We have received the cancellation penalty amount and approved payment for their Trip Cancellation claim.  Checks were sent to ******************** and his family members on 8/5/22.
  
  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: 08/24/2022

  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 excellent follow through on this issue.
  
  Finally after 2 Months, Aon finally paid our claim. The process and lack of transparency from the insurance carrier was unacceptable.
  
  We are glad to have finally put this behind us.
  
  Thanks again for your assistance.
  
  Best regards, 
  
  ********************
  

  
  

   
  
  
  
   
  
  

• Initial Complaint

  Date:08/03/2022

  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.

  My husband and I purchased ******** ******** Plus before our 10-day cruise on the Ruby ******** from ************* to ****** on April 30, 2022. On the third day of the cruise, I fell and broke my hip. I had to remain in the *********** for a day and a half until we reached ******. Before I could be transferred to the hospital, ******** required us to pay $3,760.81 for my medical services.When we arrived in ******, ****** I was transported to the local hospital for surgery. I had to stay in the hospital for seven days. During this time, we incurred expenses for the purchase of a wheelchair, ******, prescription medicine. In addition to the medical expenses, we had trip interruption costs from airfare home from ****** to *******, lodging for my husband, loss of one half of our previous airline ticket, cost of cruise we did not use, parking costs, dog kennel costs which came to $7,216.19.AON Affinity is the company that processes claims for ********. We submitted all the required forms to them and was told in a letter that they would process the claim within 21 days. After numerous calls to AON Affinity, we have not received any payment on either claim. It has been 2 months since we have filed the claims.Our claim umber is ********** and reference number is *******. We need help in getting these claims paid.

  

  Business Response

  Date: 08/12/2022

  We have reviewed **** ********* complaint and we have outlined our position below.
  
  According to the information presented, ********************* and her husband had a cruise booked with Princess from 4/30/22 5/10/22 Unfortunately, during the cruise ******************** was injured and required hospitalization, so they disembarked and missed the remainder of their vacation.  In addition to the missed portion of the cruise vacation, ********************* is also seeking reimbursement of medical expenses incurred as well additional hotel, airfare, and transportation expenses. 
  
  At this time, we have determined they are eligible for benefits under the plan.  However, to finalize the Trip Interruption portion of their claim, we needed additional information from the cruise line which we have now received.   Accordingly, payment of their Trip Interruption benefits have been sent to the ********* today.   A Calculation of Benefits will accompany the payment to provide detail on the calculation of the Trip Interruption payment.
  
  With regard to ************* claim for Medical Expense reimbursement.   Please note that the plan provides excess medical coverage.   As such, we have requested ********************* submit copies of the Explanation of Benefits from her primary and/or supplemental health insurance for any medical expenses she may have incurred to determine the outstanding balance due under this plan.
  
  Upon receipt of this documentation, we will be able to finalize ********************* claim for any covered Medical Expenses which may be due under the terms of the plan.
  
  We appreciate **** ********* patience during the claims 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: 08/16/2022

  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. We finally received a check for trip Interruption expenses yesterday and are awaiting payment for medical expenses paid out of pocket.  Thank you for your help.
  
  Sincerely,
  
  ***********************************