Insurance Services Office
Aon Affinity Travel PracticeComplaints
Customer Complaints Summary
- 1,523 total complaints in the last 3 years.
- 153 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:08/03/2022
Type:Service or Repair IssuesStatus: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.
Due to a positive Covid test, I was quarantined for a mandatory 5 days, from May 13 to May 19, 2022 at my recent trip to ******, *****. I purchased travel protection insurance through Tauck, my tour company on January 6, 2022. On May 24th, I filed a claim with AON, complete with receipts of my hotel stay and mailed all documentation by registered mail to AON TRAVEL. On may 31st I got an mail from AON travel telling me that they "are in the process of reviewing [my] claim" and that they would notify me "if additional information is required". After a wait of several weeks I contacted AON. They told me that it would take 21 business days to follow up my claim. After the ********************************************************************************************* incomprehensible English skills, who gave me no comprehensible answer. Today I received an e-mail from AON informing me that the medical portion, i.e, Covid tests, were not covered by this plan without mentioning the hotel portion of my claim of $5,735 (***** euros). I called AON where a person with an incomprehensible accent kept talking about the 21 business day time frame and seemed to be oblivious of what I was talking about or was able to access any documentation of my case.Business Response
Date: 08/16/2022
We have reviewed **************** complaint and we have outlined our position below.
According to the information presented, ************** had a trip booked with Tauck from 5/2/22 5/13/22. Unfortunately, on the last day of the trip she tested positive for COVID, which resulted in her being quarantined before returning home. In view of this, ************* is seeking additional hotel expenses and also medical expenses.
On 8/5/22 we sent payment to ************** for her benefits under her Trip Interruption and Trip Delay coverage of the plan for her additional hotel expenses.
With regard to her claim for medical expenses, please understand that this coverage is excess to **************** primary medical coverage. We have requested she submit documentation of physician-ordered covid tests as well as the corresponding Explanations of Benefits from her primary and/or supplemental insurance carrier(s) so we can determine what balance is due and reimbursable under the terms of the plan.
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.Customer Answer
Date: 08/17/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is acceptable to me under the limitations of the plan.Covid testing does not require medical intervention, therefore it was impossible to provide physician's input into this matter.
Sincerely,
*********************
Initial Complaint
Date:08/03/2022
Type:Service or Repair IssuesStatus: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 have called multiple times on my claim status, assigned. ** sent the claim via email as requested by the rep. ** never heard anything. Then we called and were asked to submit online and mailed paperwork so we completed that. **ve been dealing with this since 6/4. ** have bills and continue to pay interest on expenses. This should have been looked at by now, and it has not been touched. ** have more than $10,000 in expenses that should be reimbursed by this company, and, instead interest just keeps compiling. ** are still making payments on a cruise we did not take and lodging, transportation and meals that were necessary due to a hospital stay and care after. All of this was covered in the policy.Business Response
Date: 08/09/2022
We have reviewed ************** complaint and we have outlined our position below.
According to the information presented, ************ and his family had a cruise booked with Carnival from 6/9/22 6/15/22 Unfortunately, during the trip his son became ill, which resulted in missing 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, meal, and transportation expenses.
At this time, we have issued payments under the Trip Interruption of the plan for their missed cruise arrangements and the additional expenses incurred which are covered under the terms of the plan. In addition, as the plan provides excess medical coverage, we received copies of the Explanations of Benefits from ******************* primary and/or supplemental health insurance for the medical expenses he incurred to determine how much remains outstanding and due under the terms of this plan. As such,we have also provided payment in the amount of $7,322.20 for these medical expenses. All payments were sent to the Harps on 8/5/22.
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: 08/10/2022
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 am grateful that *** has now reviewed the claim and addressed some of the concerns, the decisions made in some cases seem ***** and not well decisioned based on facts. For instance, my son was released from the hospital on the 10th after surgery on the 9th. The covered expenses for the 9th did not cover actuals or lodging, meals and transportation on the 9th. In addition, there were no expenses approved for meals or transportation on the 10th. Had we even been able to fly on the 10th, we we would have had to travel to the airport and eaten meals until the flight time. What was not taken into account was the fact that the surgeon recommended that we stay in the area for 2 days to make sure there were no complications after surgery before flying home. **** was also in pain and could not travel from the bed for two days. And Alaska Airlines advised the earliest flight available for the four of us was on Sunday. We did not have an earlier flight option, and this would not have been a concern has it not been for the covered, medical reason for trip interruption. For these three reasons (no flight available, doctor advised to remain for 2 days and **** unable to travel due to illness/pain), the additional lodging, travel and meals for the 10th, 11th and 12th should be covered. We searched internet sites for the very least expensive lodging and changed hotels daily because we were so limited on funds. One hotel was in a very bad area with prostitution rampant outside directly in front of the hotel, but we had to stay due to the low price. Even that was 211 plus tax. We are missing approximately $1255 in compensation that should be reimbursed on these claims.
**********************
Business Response
Date: 08/23/2022
We have reviewed ************** additional comments and are responding accordingly.
With regard to ************** request for further review of his familys claim and their additional expenses following his sons medical situation, we have re-reviewed the matter and have made applicable additional reimbursement. Calculations of these benefits will accompany these additional payments. These payments will be sent to the Harps this week.
We trust this responds to the additional request from ************* Should you have any additional questions,please feel free to contact our office.Customer Answer
Date: 08/27/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.I am grateful for the *** team for the responses through this process.
Sincerely,
***********************
Initial Complaint
Date:08/02/2022
Type:Sales and Advertising IssuesStatus: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 trip to ************ for their ******************** Vacation. (Confirmation: ********). The reservation was for arrival on May 14, 2022 and the departure was scheduled for May 16, 2022. The total cost was $5,852.88. I took out the travel insurance for the reservation with AON, which was offered through ******* On April 18, 2022 my husband had a heart attack with major complications. He was in the hospital for 2 weeks. I called AON to make a claim on 5/23/2022 and requested that they mail me the needed paperwork to file a claim. The hard copy forms were filled out completely and the additional forms were as well. Along with that information, I sent complete copies of his diagnosis and treatment. All of the required documents were sent to AONs Garden Citys address as instructed. The Claim is #*******. On June 14, 2022, I received an email that confirmed that they were reviewing the information that had been mailed to them and they would contact me if any further information was needed. Today is August 2, 2022. I had not heard from AON as of today so I decided to contact them. The representative stated that the claim was in Final Review. She said no other information was needed. She said that they will contact me in a few days via email. This was not to my satisfaction and I am having a hard time trusting that AON will follow through and provide me with the money I should receive. Please help me to get this resolved.Customer Answer
Date: 08/11/2022
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:08/02/2022
Type:Service or Repair IssuesStatus: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 filed a claim to cover my daughters medical treatment on board the cruise ship on June 18. The company has yet to do this simple claim. I sent them the **** and the medical sheet from the onboard hospital. The amount of time to reimburse has been ridiculous. Can you see why it is stuck at the level organizer claim assigned for so long. My claim number is *********.Business Response
Date: 08/16/2022
We have reviewed ****************** complaint, on behalf of her daughter, *********************, and we are responding accordingly. We appreciate this opportunity to review the particulars of the claim.
According to the information presented, her daughter was traveling on a Royal Caribbean cruise that was scheduled for 6/13 6/17/22 and she appears to have become ill during the cruise. ****************** is seeking reimbursement of her daughters medical expenses incurred.
Please note that the plan purchased does afford coverage for medical expenses incurred due to an illness that first manifests during the trip. However, the plan also notes that this coverage is excess to the insureds primary medical coverage.
Relevant plan language states the following:
Excess Insurance: Insurance provided by this policy shall be in excess of all other valid and collectible insurance or indemnity or as required by state law. If at the time of the occurrence of any loss there is other valid and collectible insurance or indemnity in place, We shall be liable only for the excess of the amount of loss, over the amount of such other insurance or indemnity, and applicable deductible. Recovery of losses from other parties does not result in a Refund of premium paid.
In view of the above, we do require documentation regarding the outcome of the insureds claim under their own medical insurance coverage from their primary health insurer. When the claim was submitted, this information was not provided along with their submission. Subsequently on 8/3/22 we requested that ****************** provide this necessary documentation for her daughter. Upon receipt of this documentation, we will finalize *** ****** claim. In the interim, 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:08/01/2022
Type:Product IssuesStatus: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 book a cruise for both my mother in *********************** DI Buon and ******************* this was there Christmas present.On 1/12/22 ********************************* when for a cardiac cauterization they determined she needed open heart surgery they keep her and did surgery on 1/14/22 then on 1/22 she was transfered to rehab till 2/16 then released one month later back in hospital for water on lungs 3 days then home she is 88 now doing Wonderfull now. Doctor advised her against traveling for 6 to 8 months so we canceld them both on 2/24/22 filed claim on 3/8/22 for refund. I sent doctors letter with claim dated March 4th, I have called and called same result on phone for 1 hour and told its in review still then on the May 5th I get a letter stating they need more information from doctor they sent letter, well in July I call again to find out whats up they say never received requested papers from doctor, I /called office they never received letter from AON I had AON send me the letter they said they sent in May 5th which they did not till June 6th, so I got copy and faxed to doctor which they send all information via fax to AON same day. Im still waiting on refund as of today I have called AON so many times I lost track. I need my money back this is ridicule. They say there claim process take up to *************************************************************************************************************************************************************** the time the say they will refund. Im owed ******** copies of all attached. claim number with AON is *********Business Response
Date: 08/10/2022
We have reviewed **** ******** ******** complaint on behalf of her mothers-in-law, ******************************* and *******************, and we are responding accordingly.
According to the information presented, ******************* booked the travelers on a cruise purchased through ************ which was scheduled for 4/23/22 4/30/22. Unfortunately, *********************************** became ill and they needed to cancel the trip and filed a claim with our office under the plan they purchased.
Upon our initial review of the claim documents submitted, it was determined that their claim for reimbursement met the terms and conditions under the Trip Cancellation benefit. However, in order to finalize the claim, we needed to obtain the cancellation penalty information from the travel supplier.
At this time, the cancellation penalty information has been received and we have processed their claim for reimbursement of the cancellation penalties imposed for the covered trip. Payment was sent to ****************** and ************* on August 5, 2022, in the amount of $649.63 per person for the full cancellation penalties assessed on their booking.
We wish to 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: 08/17/2022
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:
So they mailed me 2 checks each in the amount of ****** the total they owe me is ******* the only mailed ******* and told me if this is not correct to call travel agent and collect the rest from them. The travel agent already paid there portion to us on Feb 24, 2022 when trip was canceled due to my mother in law having bypass heart surgery. Total cruise was ******* minus processing fee ***** and travel insurance ****** balance I am due is ******* travel agency refunded ****** leaving the amount of ******* that AON was to refund me. As you can see they did not refund correct amount. This company is so unprofessional, I have been arguing with them for months I think they should be responsible to refund what I paid for there insurance as well concedering this has taken 15 or more phone calls 45 min to a hour each call and it's still not solved. I had to involve the BBB to get anywhere with them, maybe a class action lawsuit with all involved with not getting there money in a timely matter should be the next step They have been sitting on so many people's refunds for so long collecting interest on everyone's money it makes me sick. I think I may check into this. With the economy the way it is and my husband is a 100% disabled I could have used this money. I so sick over this and stressed. Please advise. Not sure what this cruise penalty for ******* is about another AON scam. I'm to get full refund minus cost of processing fee and minus travel protection fee. I'm so upset ??
*********************************
Business Response
Date: 08/25/2022
We have reviewed **** ******** ********* additional
comments regarding questions of the amount paid. Please note that we have confirmed with the
travel company that a refund of $1738.65 was issued on 2/25/22, the day of the
travelers’ booking was cancelled. Accordingly, between that refund and the payment issued by our office,
totaling $1299.26, ******** ******* and Irma ***** have been reimbursed in
full.
We contacted Patricia DiBuono on 8/23/22 to
confirm the above. *** ******* advised
she would review the refund received and revert to us in any further
issue. To date we have received no
further inquiry from *** ********
As the travelers have been refunded in full
we trust this matter is concluded. Should
you have any questions, please feel free to contact our office.Customer Answer
Date: 08/29/2022
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.
This has been settled, the only reason it was settled is because I went thru BBB thank you for you help.
******** ** *****
Initial Complaint
Date:08/01/2022
Type:Product IssuesStatus: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 traveled June ****. ************, ** TO ***** ** first class with American Airlines. This was a college graduation trip for my daughter and it involved me, my daughter and son. Our luggage was missing/delayed and did not make boat/cruise. This adversely affected our cruise and I filed a claim with AON 6/14 and have not heard from them. I was told someone would reach out in 30 days. When I called today, no follow through on this claim. Ref # ********* ***************** ****** Requesting baggage delay refund AND cruise refund!!!!!Business Response
Date: 08/11/2022
We have reviewed ****************** Reeses complaint and we have outlined our position below.
According to the information presented, ****************** ***** and her family booked a cruise with Royal Caribbean from 6/5/22 6/11/22. Unfortunately, en route to the cruise, some of their luggage was delayed and didnt arrive when they boarded the ship. Initially they filed a claim for Bag Delay reimbursement which provides coverage for this event, however, they later filed a second claim requesting Trip Interruption and Trip Delay reimbursement as the luggage mishap had spoiled their vacation. The family took the cruise as scheduled and had not missed any portion of the cruise arrangements.
Please note that the Travel Protection Plan does not provide reimbursement for the quality and/or satisfaction with ones travel arrangements or lack of enjoyment. Rather, under the terms of the Trip Interruption and Trip Delay benefits, one must have a covered reason and,also to have missed a portion of the covered trip or incurred additional covered expenses under these coverages in order to be eligible for reimbursement. As neither a delayed receipt of baggage, nor a lack of enjoyment due to such delayed receipt of luggage, is a specified reason for coverage under either the Trip Interruption benefit or the Trip Delay benefit. As such, ****************** ***** and her family are not eligible for coverage under either of these benefits. We are currently notifying ****************** ***** and her family of the determination as concerns their Trip Interruption and Trip Delay claim.
However,we have affirmed the delay of their luggage, which does provide reimbursement of the purchase of necessary personal items during such delay. Based on the information received, four of five of the travelers suitcases were delayed, necessitating each to make purchases the following day. Accordingly, we are currently providing reimbursement to ****************** ***** and her family the reimbursement of the expenses each incurred.
We trust this responds to the concerns raised in ****************** Reeses complaint. Should you have any additional questions, please feel free to contact our office.Initial Complaint
Date:08/01/2022
Type:Service or Repair IssuesStatus: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.
Purchased AON travel insurance through Trafalgar tour company. Went to ***** in May and contracted Covid which prevented us to returning to the country. This is why we bought travel insurance. Promptly upon returning home on 6/4/22 we filed a claim. Since then we have contacted the company with supervisors who say that the claim is complete and we are processing it. Still no reimbursement.Business Response
Date: 08/10/2022
We have reviewed **** ******** complaint, and we are responding accordingly.
According to the information presented, ****************** and her family booked a Trafalgar tour from 5/14/22 5/27/22. Unfortunately, the family tested positive for COVID at the end of the tour which caused them to be under quarantine before returning home. As a result, they incurred additional expenses due to the confinement for return airline tickets,hotel, meal, and transportation expenses. They filed a claim with us for recovery of such expenses under the plan purchased.
Upon our review of the claim documents submitted, it was determined that they were eligible for reimbursement under the Trip Interruption and Trip Delay benefits of the Travel Protection Plan. Checks were issued on 8/2/22 in the amount of $1,590.97 per person for covered Trip Interruption expenses and another $900.00 per person for covered Trip Delay expenses. We spoke with ****************** on 8/2/22 and then returned his call twice afterward, leaving detailed messages concerning his claims resolution and advising him to call back if there are any additional questions.
We thank ******************* and her family for their 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:08/01/2022
Type:Service or Repair IssuesStatus: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.
Two months waiting for Aon to respond to a very simple claim, covid interrupted trip.Business Response
Date: 08/10/2022
We have reviewed *** ******** complaint, and we are responding accordingly.
According to the information presented, ***************** booked a Road Scholar trip from 5/18/22 5/28/22. Unfortunately, he tested positive for COVID at the end of the trip which caused him to miss one night of the trip and to be under quarantine before returning home. As a result, in addition to the missed night of his prepaid trip, he incurred additional expenses due to the confinement for hotel and meal expenses. He filed a claim with our office seeking reimbursement under the plan purchased.
Upon our review of the claim documents submitted, it was determined that ****************** was eligible for reimbursement under the Trip Interruption and Trip Delay benefits of the Travel Protection Plan. Checks in the amount of $611.00 for his covered Trip Interruption and $588.84 for his covered Trip Delay expenses were sent to ****************** on August 5, 2022.
We understand that ****************** may also have incurred medical expenses. We have taken the liberty to initiate a claim for such medical expenses on his behalf,under a separate claim, *********** under the plan that provides medical coverage,and sent correspondence reaffirming that the medical coverage is excess to his primary medical coverage. As such, we have advised that we are awaiting copies of his medical expenses, and corresponding Explanations of Benefits from his primary and/or supplemental medical insurance, to determine any balance due. Upon receipt of that information, we would be able to finalize the medical expense claim.
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.Customer Answer
Date: 08/11/2022
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:08/01/2022
Type:Product IssuesStatus: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, ******* ****, started having diarrhea on Sunday, June 5th. He tried over the counter medications without any luck. He still had diarrhea. He saw a health provider on June 7th for the diarrhea. Many tests were ordered. Unfortunately, the diarrhea persisted and we were supposed to leave for a trip to *********** on June 11,2022. Well, we couldn't go. I notified my travel agent on June 9th and then contacted AON travel insurance on June 10, 2022 at 9:30 A.M. They sent out the documents, but we needed a letter from the physician assistant who was on vacation. I received the medical letter on June 17th. Once I received that, we sent all of the documents into AON travel insurance. Their paperwork indicates to expect 21 days for processing. I kept going back to the site to check if any more documents were needed and all it said was the case was assigned. I then called them on July 16th and they said they were experiencing staff shortages, but gave me no idea when my case would be reviewed and settled. On July 19, 2022 , I received a form letter saying they apologized for the inconvenience but the process would be delayed due to staff shortages. There was no time indicated as to when my case would be reviewed. I called on July 28, 2022 and ask to speak with someone because I have no idea when my case will be reviewed. The representative said someone would call today, but they never did. The tour company , Trafalgar has indicated that we should get a settlement check of $3883.90/person or $7767.80 total. I want AON to review our case and send us our money in the next 30 days. Our case reference number is #*******.Business Response
Date: 08/03/2022
We have reviewed *************** complaint, and we are responding accordingly.
According to the information presented, ******** and her husband booked a trip with Trafalgar departing on 6/11/22. It appears they cancelled the trip due to her husbands illness. They filed a claim with us on for reimbursement of the cancellation penalties incurred on 6/14/22 and we sent them a claim form for their completion.
Upon our review of the claim form and submitted documentation, it was determined that the claim was eligible for reimbursement under the terms of the plan. At this time, the ***** claim has been approved for payment and their checks are being issued for their Trip Cancellation claim and will be going out this week. 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: 08/04/2022
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:08/01/2022
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My wife and I were scheduled for a cruise on Norwegian Spirit sailing June 12, 2022 - June 28, 2022. We had to cancel the trip when I contracted COVID-19 and we did so June 11, 2022. We received and email from AON Affinity on June 11, 2022 saying they received the claim and provided a reference number of *********. AON said that this would be reviewed within 21 days. July 2nd I emailed AON to check on the status and received an email from AON on July 6, 2022 stating that they received additional information from use on 6/14/2022 and again stating that it would take up to 21 business days before the claim would be reviewed or processed, not sure which. I have called twice with the most recent call being July 26th. Both times the person said that it has been assigned but not reviewed and when I asked for a time estimate they could not give me one. Both representative stated that they thought it would be paid in full and that I would be contacted via email within a few days. We have not received and other responses.Business Response
Date: 08/12/2022
We have reviewed ****************** complaint, and we are responding accordingly.
According to the information presented, **************** and his wife booked a Norwegian cruise departing on 6/12/22. Unfortunately, he tested positive for COVID just prior to the sailing and they were unable to go on the cruise. They filed an online claim with us on 6/11/22.
Upon our initial review of the claim documents submitted, it was determined that we needed additional information and we sent a letter to **************** requesting a copy of his COVID test results/lab report as unfortunately this was not included with the claim submission.
**************** submitted this necessary documentation and we were able to make a final determination on the ******* claim. Their claim has been approved for payment and the reimbursement checks will be sent to them next week.
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: 08/17/2022
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,
*******************
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