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:07/29/2022

  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.

  Purchased trip insurance from AON Affinity Travel for myself, my husband and my daughter. The night before we were to fly home we received notice from the airline that our flight for 5/27/2022 was canceled. Upon contacting the airline we were told that no alternate flights were available for 5/27/2022 and that the next available flight was 5/28/2022 which they booked us on. We had to stay an extra day at the hotel and incurred additional expenses associated with the unexpected extra day. Contacted AON and spoke to a representative who explained this would be covered, explained the paperwork they needed and that my claim would be processed within four weeks. I submitted all of the paperwork with the receipts as well as the email from the airline showing that our flight was cancelled by the airline as proof. I reached out via email after waiting four weeks as I did not hear anything and heard nothing. I called them at the six week **** and was told that I need to just be patient because they are very busy handling other claims. Still waiting and when I check online the claim is still sitting at the same status of assigned today - no movement on this whatsoever. Very frustrated with this company. I have been very patient and allowed them extra time to process this as they asked. Paid for the insurance x3 travelers seemingly for nothing at this point.

  Customer Answer

  Date: 08/06/2022

  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.
  
  Good afternoon, I am writing to thank you for you help with my complaint. I received the insurance payment from AON and this has been resolved. I appreciate your help with assisting to get resolution to this issue. 
   
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:07/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife an I purchased Trip Interruption Insurance with Aon through Globus. On June 2 upon arrival in ****** at the end of our trip my wife tested positive for COVID and was required to quarantine for 5 days prior to being retested. Fortunately at the end of 5 days she tested negative.A claim was filed with AON on June 15. I was told it usually takes 21 days. As of today there still has not been any resolution. I have called on a number of occasions and all I get is an apology. Truly disappointed in the ***************** When I purchased the ********************** I had to pay upon purchase. It doesn't seem to work that way if a claim is made.

  

  Business Response

  Date: 08/03/2022

  We have reviewed **************** complaint and we have outlined our position below.
  
  According to the information presented, **************** and his wife, *********************, had a trip booked with Globus from 5/24/22 6/3/22.  Unfortunately, during the trip his wife tested positive for COVID, which resulted in missing the remainder of their vacation.  In addition to the missed portion of the vacation, **************** is also seeking reimbursement of medical expenses incurred as well additional expenses for hotel, meal, transportation and air change fees. 
  
  At this time, we have issued payments under the Trip Delay benefit and the Trip Interruption benefit of the plan, for their missed tour arrangements and the additional expenses incurred which are covered under the terms of the plan, will be sent shortly.  In addition, as the plan provides excess medical coverage, we have requested copies of the Explanation of Benefits from their primary and/or supplemental health insurance for any medical expenses they may have incurred.
  
  Upon receipt of this information, we will provide reimbursement to *** ***** for any covered medical expenses which may be due to her under the terms of the plan. 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.

• Initial Complaint

  Date:07/28/2022

  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 was scheduled to go on a Princess ******* paid-in-full, including Platinum Travelers Insurance. My trip costs amounted to $2,344.50. Unfortunately, after payment, I was diagnosed with renal cancer and had a radical nephrectomy on June 1, 2022. After surgery, upon consultation with my physician, it was decided I should not travel out of the country and I cancelled my participation in the cruise. I filed a claim with AON on June 21, 2022 for refund of my fare due to medical issues. I submitted all supporting medical information under Claim No. *********. Subsequently, I received a letter stating my claim was closed with a check of $167.88. I do not accept this amount as full payment and filed an appeal. To date, I have not received a response from AON. If I do not receive payment-in-full within three (3) days, I will file a small claims complaint.

  

  Business Response

  Date: 08/11/2022

  We have reviewed *** ****** complaint, and we are responding accordingly. 
  
  According to the information presented, *** ***** booked a cruise with Princess scheduled from 8/27/22 9/3/22.  Unfortunately, prior to the scheduled trip he became ill and subsequently cancelled the cruise.
  
  Upon our review of the claim documentation, it was determined that additional medical documentation was needed.   Following receipt of this documentation, it was determined that *** ****** reason for cancellation 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 this information from the cruise line and paid the amount advised, $167.88 on 7/22/22.   *** ***** subsequently contacted our office to discuss the amount he received and we reached out the cruise line to request they rereview the amount due to *** *****.  
  
  Based on the new information received from the cruise line, we have made an additional payment to *** ***** in the amount of $1231.12.  This additional payment will be sent out shortly to *** *****.
  
  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:07/28/2022

  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.

  Claim# ******* My ********** purchased cruise tickets for Virgin Voyages trip on 01/07/2022 for a sailing Date of 07/08/2022. Our grandfather passed away in 04/2022 and we decided to cancel the trip to spend his would be birthday together with our family. I cancelled the trip on 05/18/2022, but ***** systems were unable to locate this so I had to call and open the claim online (which was painful as the rep's ******* skills were poor and he seemed unsure about things) on 06/28/2022. I then uploaded all documents on 06/30/2022.I received a letter asking me to complete a claim form on 07/09/2022 (with the exact same information from the call on 06/28) which I completed and uploaded the same day. I called several times to check on the status and confirm everything was received but each rep just kept repeating the same 21 business days or placing me on hold over and over. The claim still is in the assigned status though they've had all the information since 06/30/2022. This was my first travel claim and the experience has been extremely poor. The agents don't speak ******* well and just keep apologizing and speaking over you. They don't listen to any questions and don't seem competent in updating details as I keep getting asked for the same information over and over.My sister and I would appreciate a swift resolution to this terrible experience.

  

  Business Response

  Date: 08/10/2022

  We have reviewed *** ****** complaint, and we are responding accordingly. 
  
  According to the information presented, ************* and her sister booked a cruise with Virgin Voyages scheduled to depart on 7/8/22.  Prior to the departure, their grandfather passed away and subsequently they cancelled the cruise.  She initiated a claim with us on 6/28/22 only identifying herself as the traveler and we sent her a Trip Cancellation claim form for completion.  On 7/27/22, she contacted us to advise her sister was also traveling on the booking so we added her to the claim.  Note that it is not necessary for her sister to complete another claim form.
  
  Upon our review of the claim documents submitted by **************, it was determined that their reason for cancellation met the terms of the plan. Unfortunately, additional information is required from the travel supplier to determine the reimbursement amount and we have contacted them for this documentation.
  
  The information from the travel supplier was received and payment was set for processing on 8/8/22.   The checks will be sent to the sisters this week in the amount of $1404 per person, which represents the full cancellation penalty 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.

• Initial Complaint

  Date:07/26/2022

  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.

  Purchased a Tahitian cruise through NCL sailing 5/19-5/31/22 with air, transfers and hotel accommodations. We purchased the travel insurance through Aon as well for both cabins. Total trip cost with insurance was $21976.09 for our vacation with an extra $3343.77 for our daughter (in my parents cabin). Approx 5 weeks prior to our vacation my husband was diagnosed with a rare, life threatening cancer. I cancelled our vacation along with my daughters and filed claims on 4/26/22. I supplied all the paperwork and even had Medical Oncology write a letter outlining why my husband couldnt travel. Oncology instructed whomever handling the claims to contact them directly with any questions. I filed our claims 90 days ago with no response. I havent received written communication mailed to my home or otherwise regarding pending status. When I phone, I get a generic scripted reply- always the same. I have submitted all my documentation to a consumer attorney for review, I am also filing a consumer complaint. I want to cover all my bases. Please assist with helping me obtain my reimbursement. Claim numbers ********* &*********. Thank you.

  

  Business Response

  Date: 07/27/2022

  
  We have reviewed *********************** complaint on behalf of herself and her family and we are responding accordingly.  We appreciate this opportunity to review the particulars of their claims.
  
  According to the information presented, ******************** and her family booked two cabins for a cruise with Norwegian that was scheduled to depart on 5/19/22.  However, due to ********************** illness, they canceled the trip and initiated claims with our office.
  
  At this time, we have determined that the claims are eligible under the terms of the plan, have obtained the cancellation penalty amounts from the cruise line, and have issued payment for ********************* and her family.  The checks were mailed to the family on 7/27/22.
  
  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: 07/28/2022

  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:07/26/2022

  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 Dec 27 th it was necessary to cancel a cruise with Princess ****** Lines for a ************************* out of *************. I purchased insurance thru Princess ******s to protect myself and travel companion ************************* in case we needed to cancel the trip due to my mothers declining health. My mother entered a nursing home and ultimately passed away. Princess ******s refunded 50% ($ ******) immediately and was informed I needed to go thru the insurance Co AON TRAVEL CO.for the remaining balance of $680.76. This claim was filed in May 2022. To this day I have been given the worst customer service in an effort to obtain the balance of my refund. Every time I call I get a different answer as to the status. I sent them every document imaginable that was requested to prove the reason for my trip cancellation. I even offered to send them a death certificate but told it wasnt necessary. I have been blatantly lied to as to the delay. What is the point of purchasing trip insurance if the insurance company is stalling to pay out? Each time I call I reach overseas and when I requested to speak to a supervisor, I was told there is no one available and someone will call me in 3 days! This is unacceptable! I wrote 3 e mails to Princess ********* **** to no avail. My insurance claim number is *******. I hope you can help me with this claim. My efforts have been going on for over 2 months now and am getting nowhere. I also had a cousin *********************** on this cruise and when he cancelled he was given a refund of 100% immediately thru Princess. It doesnt make sense.Thank you for your assistance in this matter. I hope it can be resolved shortly.***********************

  

  Business Response

  Date: 07/27/2022

  We have reviewed *** ******* complaint, and we are responding accordingly. 
  
  According to the information presented, *************** and his traveling companion booked a cruise with Princess scheduled to depart on 1/27/22.  Prior to the departure, *** ******* mother was hospitalized and subsequently they cancelled the cruise.  He initiated a claim with us on 5/9/22 and we sent him Trip Cancellation claim forms for completion.
  
  Upon our review of the claim documents submitted by ****************, it was determined that additional information was needed and we sent him the Attending Physician Statement for completion by his mothers treating doctor.  We received this information back and determined the claim was valid under the terms of the Cancellation Fee Waiver.   However,additional information was required from the travel supplier to determine the reimbursement amount.
  
  At this time, we have received travel suppliers information and all documentation required to finalize the claim. The claim has been paid and checks will be issued shortly.  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:07/26/2022

  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.

  We bought the Travel/Health insurance included in the Platinum Cancellation Plan for the Holland America Koningsdam cruise booking number ****** (from May 21 to May 28, 2022), and unfortunately, I had a health urgency onboard which I spent a total of $451.75 for medical services. As soon as I came back from this trip, I filled out a claim within Aon (claim reference number *********; Travel Claim **********), which they confirmed via email that it should take up to 21 business days for this claim to be completed. It is now almost 2 months since I've filled out this claim, and when I check the status it is still set as ASSIGNED, which means that nobody even started this process. I tried contacting the company regarding this issue, and they just sent me an automatic response apologizing for the delay, but until now nothing has moved forward. I've sent the medical invoice with my booking information, expecting it should not have any delays to reimburse this claim, but I can see that if I don't do anything and just wait to receive this cheque, I will never receive anything from this company. I've paid more to have travel insurance that covers any medical urgency, and until now nothing was resolved - and the amount is not even as big as others that I found out checking the BBB website.Aon, please move forward with this process and mail this cheque as it was described in your services once I hired it.

  

  Business Response

  Date: 08/08/2022

  We have reviewed ************ ******* complaint and we are responding accordingly.  We appreciate this opportunity to review the particulars of the claim.
  
  According to the information presented, ************ ****** booked a Holland America cruise that was scheduled for 5/21/22 5/28/22.  ************ ****** appears to have become ill during the cruise and is seeking reimbursement of the medical expenses he incurred.
  
  Please note that upon initial review of the claim as there is an Excess Insurance provision, we needed to verify whether ************ ****** had, as some ********* do, medical insurance, supplemental to the government-provided coverage he holds, in place which provides medical expense reimbursement outside ******.  At this time, he has indicated he has no supplemental coverage and as such the *** Platinum plan is the only coverage in place for this loss.
  
  At this time, we have approved payment of his claim and a check was sent to ************ ****** on August 2, 2022.
  
  We wish to 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:07/25/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 26, 2021, I purchased two tickets for a Royal Caribbean cruise on April 4, 2022, along with the *** Travel Protection. On April 4, 2022, JetBlue canceled our departure flight from ****** to Maimai, missing our cruise. I submitted a claim on April 12, 2022, to AON Affinity with all the necessary documents. According to AON Affinity, a claim was never received. A submitted a second claim on May 1, 2022. CLAIM #*********.Several phone calls were made to check the status of my claim. Each phone call ended with a representative stating, that due to many claims being processed, additional time was needed to process my claim. On June 14, 2022, I received an email from AON Affinity stating my claim was being processed. (Travel Protection Plan - Reference # *******).On July 5, 2022, I called AON Affinity for information on my claim. I was told that my claim #********* was denied, and a letter and email were sent to me on June 15. 2022. I received neither the letter nor the email. Several More phone calls were made to AON Affinity, and representatives could not provide me with the reason for the denial of the claim. I was advised to appeal the decision. On July 6, 2022, I submitted an appeal with all the necessary documents. As of this date, I am told my case is closed, and no other information is available.Please find attached the following documents:1.Confirmation of 2 tickets for the Royal Caribbean cruise and confirmation of the *** Travel protection policy.2.Payments made for the cruise and travel insurance.3.Copy of submitted claim 4.Copy of Appeal 5.Notice from JetBlue of flight cancellation.

  

  Business Response

  Date: 08/08/2022

  We have reviewed *** ******* complaint and we are responding accordingly.
  
  We understand that ****************, the mother of one of the travelers,booked a cruise vacation for ******* ***** and ***************************** with World Travel Holdings scheduled to depart on 4/4/22.  According to the information on file, the trip was cancelled due to the airline carriers cancellation of the flights booked to adjoin the cruise.  
  
  While the LeisureCare product that was purchased contains a number of reasons for a Trip Cancellation, both medical and non-medical, cancellation of ones flight is not among the listed reasons.  We had originally the provided notice of the claim determination on 6/15//22 to *** ***** and ****************, via *** *****s email which provided when the claim was initiated.  Upon receipt of an appeal of this decision, subsequent correspondence was sent on 7/18/22 reaffirming the decision, with an additional copy of this letter sent on 7/22/22, all to the claimants, via *** *****s email, following *** ******* appeal of the determination.
  
  Under the terms of Trip Cancellation, it states the following:
  
  We will reimburse You, up to the Maximum Benefit Amount shown in the Schedule of Benefits, for the amount of the unused non-refundable prepaid Payments or Deposits for the Travel Arrangements You purchased for Your Trip,when You cancel Your Trip prior to departure for a covered reason, including cancellation fees.
  
  Trip Cancellation must be due to one of the following reasons:
  Your, a Family Members, a Traveling Companions, or a ***************** death, that occurs before departure on Your Trip;
  Your, a Family Members, a Traveling Companions, or a ***************** covered Sickness or Injury, that: a) occurs before departure on Your Trip; b) requires Medical Treatment at the time of cancellation; and c) as certified by a Physician, results in medical restrictions so disabling as to cause Your Trip to be cancelled; or
  for Other Covered Events, as defined;
  provided any such covered reason occur while coverage is in effect for You.
  
  Other Covered Events means:
  You or Your Traveling Companion being hijacked, quarantined, required to serve on a jury (notice of jury duty must be received after Your Effective Date), served with a court order to appear as a witness in a legal action in which You or Your Traveling Companion is not a party (except law enforcement officers);
  Your or Your Traveling Companions primary place of residence is made Uninhabitable and remains Uninhabitable during Your scheduled Trip, by fire, flood, or other Natural Disaster, vandalism;
  You or Your Traveling Companion being directly involved in a traffic accident, substantiated by a police report, while en route to Your scheduled point of departure;
  Bankruptcy or Default of an airline, cruise line, tour operator (other than an organization or firm from whom You or Your Traveling Companion purchased Travel Arrangements causing a complete cessation of travel services provided the Bankruptcy or Default occurs more than 7 days following Your Effective Date. Benefits will be paid due to Bankruptcy or Default of an airline only if no alternate transportation is available. If alternate transportation is available, benefits will be limited to the change fee charged to allow You to transfer to another airline in order to get to Your intended destination.
  
  In view of the above terms and conditions, and based on the reason *** ***** and **************** cancelled their scheduled trip, we are unable to provide reimbursement for their cancellation losses. 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: 08/09/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   

   I booked my cruise and Travel Insurance through a Cheap Cruises Travel agent. She advised me to purchase this policy as it was the only the only plan that included flight cancellation.  I believe I was misled by your travel agent by not providing me with correct and accurate information. 

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

• Initial Complaint

  Date:07/25/2022

  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.

  AON Travel Insurance I purchased insurance for a European Cruise via Royal Carribbean. My husband's health condition caused us to cancel the trip. I cancelled the trip on 6/2/22. Completed claims forms and submitted to Aon on 6/6/22. Aon subsequently requested medical documents. These were completed by physician's office and uploaded on 7/1/22. I cannot get an answer from Aon regarding the current status. On line it says they are awaiting information. On the phone, they tell me they have all the documents needed. Just in que and it takes 21 days. Today is 22 days. I am awaiting the refund of $500 deposit paid to Royal Carribean.*************************** ************ ***********************

  

  Business Response

  Date: 07/27/2022

  We have reviewed **** ******** complaint and we are responding accordingly.
  
  We understand that she and her husband booked a cruise with Royal Caribbean scheduled to depart on 9/28/22.  According to the information on file, they cancelled their booking and filed a claim with us on 6/2/22.  
  
  As per the medical information provided on 7/1/22, the trip was cancelled due to *** ******** medical condition and we were in the process of verifying their purchase of the plan and the cancellation penalty amount from the travel supplier. However, we have now received confirmation from the cruise line that the ******** had not purchased the protection plan with Royal Caribbean prior to their cancellation. 
  
  Based upon the information indicated on their claim form,the ******** paid only their cruise deposit of $500, which sum does not include the cost of the Travel Protection product.   Rather, that $500 the ******** paid is the cruise lines own $250 per person required deposit for the cabin reservation.   Had the ******** wished to purchase the protection plan at the time they made their deposit, they would have had to pay the plan fees at that time as well.   As they did not do so, they did not purchase the protection plan and we are unable to consider a claim for them.
  
  Accordingly, we issued a letter to the ******** on 7/25/22 advising them that, as we have confirmed that they did not purchase the plan, we are unable to process their claim and have closed it at this time.
  
  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:07/25/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a travel insurance claim to AON on 5/24/22. Their phone recording and website state that claims will be resolved within 3 weeks. It is now 7/22/2022 and I'm still waiting for resolution. I've called the company on 4 occasions and each time I've been told that I should hear something within the next 3 days. I'm still waiting. We traveled with another couple who filed the same claim and theirs has been resolved. I just want resolution to my insurance clam. My reference number with AON is *********. I am waiting on a claim for reimbursement of a few thousand dollars and it's creating a financial hardship for my wife and me.

  

  Business Response

  Date: 08/08/2022

  We have reviewed *** ****************** and we have outlined our position below.
  
  According to the information presented, ********************** and his wife had a cruise booked with Windstar from 5/4/22 5/14/22. Unfortunately, during the trip he tested positive for COVID, which resulted in his having to be quarantined upon debarkation.  He is seeking reimbursement of additional expenses for hotel, meals, and transportation. 
  
  We have issued payments under the Trip Interruption benefit of the plan, in the amount of $27.50 per person, representing a portion of their unused airport transfer scheduled for May 14, 2022.   In addition, we have provided Trip Delay benefits of the plan for the additional hotel and meal expenses incurred, which are covered under the terms of the plan, up to $100 per person, per day, during the course of their quarantine,namely $600 per person for the six days of their quarantine, after the end of their scheduled cruise. 
  
  In addition, as we have also confirmed that the Mavroulises were placed under quarantine on their final night of their sailing, we are currently also reimbursing them for the one night of quarantine they were placed under by the ships physician, in the amount of $715.60 per person, as well as the balance of their unused airport transfer,  in the amount of $27.50 per person, totaling $743.10 per person.   With this payment,this represents the final amount due to the Mavroulises on their claim. 
  
  We thank ********************** for his patience during the claim process. We trust this responds to the concerns raised in *** ******************.  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 find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
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