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:07/22/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased travel insurance, and ended up having to file a claim. It has been 4 months and nothing has been done. I was told 2 weeks ago that the claim was processed and I would be receiving payment. 2 weeks later NOTHING! I called back and I was told the claim was never approved and they are still reviewing. I am getting no where with customer service and I want the claim processed as I was told it would be.

  

  Business Response

  Date: 08/04/2022

  We have reviewed *** ******* complaint, and we are responding accordingly. 
  
  According to the information presented, *************** booked a trip to *********************, scheduled for 4/3/22.  She contacted us to file a claim, indicating that she needed to file a claim due to inclement weather causing cancellation of her flight to *******, and the airlines inability to reaccommodate them for two days.  As a result, **************** and her son drove down to *******, making it in time to make use of their full *******booked vacation.  
  
  **************** submitted a claim to our office seeking reimbursement of her unused airfare, due to the cancellation and her decision to drive to ******* instead of awaiting a rebooked flight, gasoline expenses incurred during said drive, the unused hotel she had booked independently for the night of April 2, 2022 that was unused as a result of the cancelation of her flight. 
  
  While the situation **************** encountered does qualify as a covered hazard under the Trip Delay coverage, from the information submitted, there are no covered expenses for which we can reimburse her.   More particularly, the plan does not cover unused airline tickets.   The plan would reimburse for new airfare expenses had **************** and her son incurred such expense, but as they chose to drive rather than fly to *******,there is no new airfare expense for consideration under the plan.  Further, please understand that gasoline expenses are not a covered expense under the plan.  Finally, as the unused hotel stay was not booked through ******* it is not an insured expense and therefore is not reimbursable.  
  
  Please note that we did reach out to *************** to inquire if she incurred any accommodation or meal expenses due to their delay during their drive to *******, for which she would like to submit receipts, but **************** advised she had no such receipts.  
  
  Accordingly, while **************** does have an eligible Trip Delay claim, there are no covered expenses for which we are able to provide reimbursement under the terms and conditions of the plan.
  
  Should **************** locate any receipts for meal expenses incurred during their delay, she should feel free to submit same to our office for consideration.  In addition, **************** may wish to contact the airline to see if they will provide her with any credits for her unused airline ticket due to their cancellation of the flight.
  
  We thank **************** for her assistance and 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:07/22/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/12/2022, my husband and I were set to depart on our carnival cruise. Upon flying into *************** on 3/12/22, we were notified by ***** that all flights to ******* were cancelled that day due to weather/air traffic control. We immediately contacted Carnival Cruise and made them aware that we would not be making it onto the cruise; they then encouraged us to file a claim with AON Affinity since we purchased travel insurance and AON would refund the cruise fare for a total of $730 or $365 per person. On 3/16/2022, I submitted the claim with numerous documents from Carnival Cruises and ***** Airlines expressing that we missed our cruise and included numerous receipts illustrating the prices we paid. On 4/21/22, I received notification from AON that my claim was processed and I would be receiving (2) checks in the mail for the amount of $24.98 each to cover food expenses. I immediately called AON inquiring about the missing cruise refund, which would be a total of $730. Upon further investigation, an AON agent told me that our claim was closed incorrectly and AON claims agent thought we made it on our cruise at a later date which is not refundable. I once again expressed that we did not make it onto our cruise at all and all of my documentation and written statement support that. The agent then expressed that she will re-submit my claim for me and I will have to wait up to another 30 business days for the new claim to be processed, which I happily obliged to. It has now been 60 business days and I have received no refund or no update from AON regarding my cruise refund. I have been calling weekly and they keep telling me the same thing, "claim is in the last stage, we need a few more days, please be patient." I requested to speak to a manager and I was told there was not one. I called Carnival Cruise and they told me they have submitted everything on their end and there is nothing else they can do to assist me. My reference number for my claim is #*********.

  

  Business Response

  Date: 07/27/2022

  We have reviewed *************** complaint, and we are responding accordingly. 
  
  According to the information presented, ************ and her family booked a cruise with Carnival scheduled to depart on 3/12/22.  Unfortunately, due to weather conditions, the airline carrier cancelled their flight booked to adjoin the cruise.  Initially they filed a Trip Delay claim with our office and requested reimbursement for additional expenses incurred while attempting to catch up to the trip.
  
  Upon our initial review of the claim documents submitted by *************, it was determined that only the additional meal expenses incurred during the delay were covered under the Trip Delay benefit and we issued payment to the **** family accordingly. 
  
  Following our disposition of the claim, we received a call from the claimants in regard to the claim and it was determined the ***** were also eligible for reimbursement under the terms of the Cancellation Waiver as the delay, which prevented them from reaching the ship in time for the embarkation of the sailing, and as the cruise line was not allowing passengers to board down line at that time, said delay caused them to miss in excess of 50% of their trip duration, which is one of the specified reasons for cancellation under the waiver.   However,in order to finalize this portion of the claim, we did have to obtain the cancellation penalty information from the cruise line.
  
  At this time, the cancellation penalty information has been received and we have issued reimbursement for the cancellation penalties imposed by Carnival for the cancelled cruise arrangements.  Please note that the plan does not provide reimbursement for any other travel arrangements made by the ***** (i.e. Airbnb,rental car, etc.) which were made independent of Carnival.  As such, we cannot provide reimbursement for the missed arrangements booked for the post-cruise period.
  
  Checks will be issued shortly.  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.
  

  Customer Answer

  Date: 08/01/2022

  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:

  
  Thank you for collecting the necessary information to close my claim. However, I have received no email notifying me that my claim has been resolved nor an email notifying me of the check being mailed to my address as I did when I received a check with my first claim for refunded food expenses. I also checked my claim status on your website and it states my claim is still being reviewed and is not closed at this time. Am I able to receive email verification that my claim is resolved and verification that my check has been mailed with the monetary value? 

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

  Customer Answer

  Date: 08/02/2022

  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:07/22/2022

  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 covid travel protection from this company. They are taking way to long to process the claim. The company's website simply has "Your claim has been assigned to an examiner. If additional information is needed, we will contact you" It has been in this status for over a month. I have asked for a more accurate status from the company but they ignore my emails.There is no reason they should not have finished with this claim by now or at a minimum moved onto the next step of "In progress". Or they could at least email me an estimated date for finishing the claim and then live up to that date.

  

  Business Response

  Date: 07/27/2022

  We have reviewed *** ******** complaint and we have outlined our position below.
  
  According to the information presented, ****************** had a cruise scheduled with Norwegian from 4/25/22 5/11/22.  Unfortunately, she tested positive for COVID toward the end of the cruise and incurred additional expenses to quarantine before returning home. 
  
  As she purchased the Essentials Travel Protection plan, she is eligible under the terms of the Trip Delay benefit for covered additional expenses (up to the plans maximum benefit).  At this time, we have issued payment in the amount of $505.26 for the value of the additional hotel, meals and transportation expenses incurred.  *********** check was sent to her on 7/27/22.
  
  We thank ****************** for her patience during the claim process.  We trust this responds to the concerns raised in *** ******** complaint.  Should you have any additional questions, please feel free to contact our office.

  Customer Answer

  Date: 08/01/2022

  Better Business Bureau:
  
  I have reviewed the response and payment made by the business in reference to complaint ID ********, and find that the resolution satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:07/22/2022

  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 submitted a claim against trip interruption insurance with Aon on 5/27/22 (ref *******). Briefly, my wife and I tested positive for COVID while abroad on a covered trip and were unable to fly home as originally planned based on international rules . We were not significantly ill or in need or medical attention. However, we were required to stay isolated in our hotel by local authorities for an additional 5 nights before testing negative and being allowed to fly home. Aon states they resolve claims within 21 business days, but I am still waiting for them to reimburse the additional expenses incurred. When I enquired about claim status in June, I was told to allow additional time for proper review. When I inquired again in July, I was told that I should have first submitted to my primary health insurance . I was very clear that I did not have any medical expenses. I do not believe they have even reviewed the material I submitted. I am still waiting for our expenses to be reimbursed.

  Customer Answer

  Date: 07/25/2022

  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:07/21/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/26/2022 I had to cancel a cruise that was to begin on 5/27/2022 from ****** to ******. When I initially booked the trip I signed up for travel insurance through Aon. The trip was cancelled because my husband (covered under the travel insurance policy) was positive for Covid. On 5/27 I started and submitted the initial paperwork. On 5/30 I sent the the physicians report, online copy of the positive test result taken at a pharmacy, and any other information that was requested. We were told 3 weeks is the average wait. It has now been 7 weeks. I have emailed the company on 3 different occasions and spoken to a representative twice. Ive been told they are working on it. Our reimbursement is simple, basic cruise cost and two one-way tickets. We were able to get reimbursed by the airline for one direction of our flight. There is no hotel we had to quarantine at. No meals we needed while quarantined. I have not been given ANY indication of when they expect to pay. Only that 3 weeks is their average. Please help. Thank you.

  

  Business Response

  Date: 07/27/2022

  We have reviewed **** ********* complaint, and we are responding accordingly. 
  
  According to the information presented, ******************** and her husband were scheduled on a Seabourn cruise departing on 5/27/22.  It appears they cancelled the trip as ******************* tested positive for COVID just before the trip.  They filed a claim with us for reimbursement of the cancellation penalties incurred on 5/25/22.
  
  We sent a Trip Cancellation claim form for their completion.  Upon receipt of this information and supporting documentation, the claim was reviewed, and it was determined that the claim was covered under the terms of the plan. Payment for their covered Trip Cancellation benefits were sent to the ********* 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:07/20/2022

  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 had a cruise with ncl on May ***** 2022 We were to fly home May 23 however We were unable to fly home due to positive covid test on both of us May 22 We called ncl and they told us to stay another 10 days with dr ****** they provided us We rebooked our flights to June 2 with ncl Now we filed with aon June 15 for trip interruption And as of July 20 still nothing as they say they are waiting on trip provider ncl for info We spent over 5000$ in added hotels and air fare plus other expenses Our trip insurance number is *******

  Customer Answer

  Date: 07/25/2022

  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,
  
  ***************************
  
  
  
   
  Satisfactory amount of $4925 paid 

  we are ok with that to cover our costs 

   

• Initial Complaint

  Date:07/20/2022

  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.

  we were forced to get travel protection through bj's travel.it cost us $248. my husband lost his wedding band in the ocean. we submitted an appraisal. reference no. ********* & claim no. ********** filed 04-06-22. ************

  

  Business Response

  Date: 07/27/2022

  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 trip with BJs Vacations from 3/25/22 4/2/22.  He initiated an online claim on 4/6/22 reporting the loss of a wedding band on March 30, 2022.
  
  Upon review of the claim information submitted, it appears there was no verification of the loss having been reported as lost to the appropriate parties. We requested this information from *** ***** on 6/15/22.   
  
  Please note that the LeisureCare plan which was purchased outlines the requirements in the event of a claim as follows:
  
  For Baggage and Personal Effects and Baggage Delay: In case of lost, stolen, damaged, destroyed or delayed Baggage and Personal Effects, You must:
  
  take all necessary and reasonable steps to protect, save or recover the property;
  notify, within 48 hours of the loss in writing, the police, hotel proprietors, ship lines, airlines, railroad, bus, airport or other station authorities, tour operators or group leaders, or any Common Carrier or bailee who has custody of Your property at the time of loss;
  obtain a copy of the reported loss, damage, delay or theft of the item from the Common Carrier who had possession of the item at the time of the loss to include the Common Carriers liability for such loss;
  produce records needed to verify the claim and its amount, and permit copies to be made;
  provide Us, within 90 days from the date of loss, a detailed proof of loss signed and sworn to; and
  allow the property to be examined, if requested.
  
  To date, *** ***** has not provided verification that they made a report to the cruise line within 48 hours of the loss on March 30, 2022.  Unfortunately,as it would appear that he is unable to provide verification for having reported this loss to the appropriate party, we are unable to consider his claim for reimbursement. 
  
  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:07/20/2022

  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 went on a cruise around the ******** Islands on the Norwegian's Pride of America with a friend *********************** on April 9th, reservation number ********. I paid extra for the travel insurance Norwegian offered at the time. Unfortunately on day 6, my friend tested positive for covid and both of us were quarantined for the CDC's required 5 days. I paid over $1000 just to change our flights and that didn't include food and loss of income while we were there the extra days. I submitted the claim and necessary documents when we got home and my claim has been pending for the past 3 months. Every time I call, they say the claim is in line for review, but they also said the average wait time is 21 days when I first submitted it. Starting to feel like I got scammed.

  

  Business Response

  Date: 07/27/2022

  We have reviewed *** ******* complaint, and we are responding accordingly. 
  
  According to the information presented, *************** and her traveling companion booked a Norwegian cruise from 4/9/22 4/16/22.  Unfortunately, **************** tested positive for ***** during the cruise which caused her to miss a portion of the cruise due to the subsequent confinement and incurred additional expenses due to the continued confinement needed upon disembarkation.  They filed a Trip Delay claim online with us on 4/29/22.
  
  Upon our initial review of the claim documents submitted, it was determined that we needed additional information and we issued a letter to **************** on 7/20/22 requesting a copy of the ***** test results from the testing entity.  Unfortunately,the documentation sent to date does not satisfy the plan requirement of verification of examination and treatment by a physician at the time of *** ******* confinement and their delayed return, nor verification of **************** being ordered to quarantine from a physician or government entity.
  
  Upon receipt of this additional information,we will give this claim our attention and 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 have determined that my complaint has NOT been resolved because:Not only should I never received any communication from the company at all, I have already sent in documentation from the cruise line saying that we tested positive for covid.
  
  ***********************
  
  
  
  
   
  

  

  Business Response

  Date: 08/04/2022

  We have reviewed *** ******* further comments, and we are responding accordingly. 
  
  As indicated in our prior response, we sent correspondence to **************** requesting a copy of the actual Covid test results from the testing entity, and provided directions on how to obtain this from the cruise line.  **************** advises that she has not received this communication.   Accordingly,  attached is a copy of this letter for her convenience.   In addition,we will have an additional copy sent to her via email as well.
  
  As advised previously, upon receipt of the additional information requested, we will give this claim our attention.  Should you have any 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,
  
  ***********************