Insurance Services Office
Aon Affinity Travel PracticeComplaints
Customer Complaints Summary
- 1,513 total complaints in the last 3 years.
- 153 complaints closed in the last 12 months.
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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:04/30/2024
Type:Order 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.
To Whom It May ******** I am writing to file a complaint and request your attention to this matter. My recent medical health issues have forced me to cancel a cruise trip scheduled for August this year. On April 04, 2024, I consulted with *********************************** a *******************************, who advised me to undergo Fundoplication, ******, and Laparoscopic surgery. The surgery is scheduled for May 29, 2024, and due to the long-term recovery and out-of-pocket costs, I had to cancel my trip.I was provided with a form by Aon insurance company to be completed by my physician but it can only be done after the surgery by surgeon ***********************. Although I am not hospitalized, I am currently sick and awaiting my surgery. I have attached legal documents from ********************************** to support my claim.Based on my medical procedure evidence, I strongly believe that Aon Affinity Travel Practice should not delay any reimbursement. My settlement with *********** is a $100.00 refund, which I find inadequate. I hope that you will review all my documents carefully before making your final decision. Please note that if the company fails to resolve my complaint, legal action will be taken.Sincerely,*********************************Business Response
Date: 05/07/2024
We have reviewed *** *********** complaint, and we are happy to provide status on this matter.
Our claims department has reviewed the claim and has contacted the customer regarding the finalization of the claim.
The claim has been processed according to the terms of the plan purchased and therefore, the customers concerns have been addressed.
We thank ************************ for his patience during the claim process.Customer Answer
Date: 05/08/2024
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:04/25/2024
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 purchased cruise insurance for a cruise we had planned for may 25, 2024. Before I purchased the insurance I spent a long time looking through their websites for the fine print. Their website said 100% cash refund for medical reasons with a doctors note. I spent a long time searching for what medical reasons were covered but no where was it elaborated. I called Royal Caribbean and specifically asked if pregnancy is covered. I have this audio recorded. She said yes any medical reason with a doctors note. A couple months pass and we find out shes pregnant. She spoke with her doctor who said given her age 37 its a high risk pregnancy and she should not be going on a cruise. We submitted the doctors verification form provided by AON. *** declined the claim saying pregnancy isnt a medical reason. How is pregnancy not a medical reason if the doctor says shes not cleared to go? More importantly why was I lied to when I asked this question before buying the insurance? They offered me a future cruise credit of $540 which is less than the 100% that I should be refunded. The future cruise credit also expires in a year. My baby will be less than 6 months old in a year which renders the credit absolutely useless for us. I am demanding 100% cash refund or 100% future cruise credit that doesnt expire for 3+ years. I was lied to in the call before I bought the insurance and this is unacceptable. Original Booking Number: ******* SR#: ********Business Response
Date: 05/07/2024
We have reviewed **************** complaint and would like to provide the following status on this matter.
Our claims department has reviewed the claim and has contacted the customer regarding the finalization of the claim.
The claim has been processed according to the terms of the plan purchased and therefore, the customers concerns have been addressed.
We thank ************ for his patience during the claim process.Customer Answer
Date: 05/07/2024
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 spent hours looking on your website before purchasing the insurance to see if its covered but found nothing. So I called and I was lied to by a lady who told me its covered with doctors letter. I provided a doctors letter saying she is NOT fit to cruise. Its shady that you dont provide the fine print until AFTER coverage is purchased. Its even shadier that you allow representatives selling your coverage to lie about whats covered. Its even shadier that you dont respect a doctors opinion that a cruise is not suitable for a high risk pregnancy. Shame on your company
*******************
Business Response
Date: 05/13/2024
We have reviewed **************** additional complaint and would like to provide the following information.
Our claims department has contacted the customer regarding the finalization of the claim and addressed the issue of where he could have viewed his policy.
The claim has been processed according to the terms of the plan purchased and therefore no reimbursement will be forthcoming at this time.Initial Complaint
Date:04/24/2024
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.
My husband and I took a cruise on Celebrity Cruise Lines Encore last April 16-5/1/23 from ***** to ***********. We bought insurance from the carrier the cruise line usesAon Affinity Travel Practice. On 4/29 I got sick while on ship and spent several hours in Celebritys medical department incurring a bill of $4418.16. Because we opted for extra ******** Plan C 80% of this bill was insurance covered although it happened at sea. After submitting to ******** for denial I submitted to AARP ******************** and they sent a check for $5358.16 noting that they paid 80% of claim. *** says ******** paid for whole claim and they owe nothing. I do not agree and at their urging asked for another explanation of benefits from United Healthcare and it was the same. I am tired of arguing with them over about $800 or so. Please help me. Their address is Aon Affinity Travel Practice ********************************* Thank you for any help you can give *************************** ********************************************Business Response
Date: 04/09/2024
Dear ********************:
Thank you for contacting the Better Business Bureau.
Upon review of your past sailings with us, there is no sailing on the dates you have shared, Encore ship belongs to a different CruiseLine.
I hope this helps! If you have any other questions or concerns, feel free to contact our ***************** at ************. We are always happy to assist.
Sincerely,
**************** ******
Celebrity CruisesBusiness Response
Date: 05/07/2024
We have reviewed ************************ complaint and would like to provide the following status in this matter.
Our claims department has reviewed the claim and has contacted the customer regarding the additional documentation needed for her claim. Once this additional documentation is received, her claim will be rereviewed.We thank ******************** for her patience during the claim process.
Business Response
Date: 06/05/2024
We have reviewed ************************ further complaint and would like to provide the following status.
Our claims department is aware as ******************** has stated in her complaint that she is awaiting additional documentation to resubmit. Additionally, a letter was sent to the customer to confirm the same.
Once she receives this information from her own insurance and submits, her claim will be rereviewed. There is no further reimbursement or action that can be taken on ***'s behalf until this information is received.Customer Answer
Date: 06/06/2024
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 becaui think Aons latest answer is to stop calling and texting me until I receive information from United Healthcare. I concur. It is pointless to keep in weekly contact until this information is received.
I will contact Aon when I get the information and we will correspond/talk.
************************;
Initial Complaint
Date:04/24/2024
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.
On or about January/February 2023 my friend and I purchased a cruise package for $2781.40 ($1390.70 per person). The cruise was departing on May 6, 2023.Unfortunately I fell gravely ill and was hospitalized on May 5, 2023. As a result I was unable to go, Prior to the trip I purchased travel insurance through Aon Affinity Travel Practice. After I was released from the hospital I submitted a claim to Aon for reimbursement, Unfortunately *** only wants to reimburse me $250 while the trip cost me $1,390.70. Medical records were submitted to verify my hospitalization and inability to travel. *** refuses to fully reimburse me although all the proper documentation has been submitted. I want to be fully reimbursed for the full cost of the trip. My medical problem was unforeseen at the time of cruise package purchase. *** refuses to cooperate with me CLAIM NUMBER: ********** REFERENCE NUMBER: *********Business Response
Date: 05/09/2024
We have reviewed **************' complaint and would like to provide the following status on this matter.
Our claims department has reviewed the claim and has contacted the customer regarding the finalization of the claim.
The claim has been processed according to the terms of the plan purchased.
We thank ************** for her patience during the claim process.Customer Answer
Date: 05/10/2024
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 have not received the full amount owed to me
***********************************
Customer Answer
Date: 05/21/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:The total trip cost me on or about $1300 . The insurance only wants to reimburse me $200
They have not resolved claim
Business Response
Date: 05/28/2024
We have reviewed **************' additional complaint and would like to provide a status on this matter.
Our claims department has contacted the customer by phone on 5/21/24 to again discuss the finalization of the claim. ************** stated she did not make a new complaint and was understanding of the payment that was paid.Her claim has been adjudicated in accordance with the terms of the plan and no additional reimbursement will be forthcoming.
Initial Complaint
Date:04/18/2024
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.
My girlfriend and I booked a cruise through Celebrity on 12/29/23 for the cost of $1923.38 with the inclusion of AON *********** travel protection plan. Due to medical reasons I was unable to travel and was forced to cancel the cruise through celebrity and request a refund through AON. Unfortunately, *** was not able to give me money back, but promised to issue 90% of the original cruise fare in Future Cruise Credits with their protection plan. I received notice in the mail that two ***'s would be issued with the amounts of $157.28 and $834.98, respectively, and that I would be receiving email communication shortly with more info on how to redeem this ***. On 3/26/24 we rebooked a cruise through Celebrity with a total cost of $1261.68 and were able to successfully apply the $157.28 *** that was correctly issued by AON (with much difficulty and hours on the phone with AON). When attempting to apply the other *** worth $834.98, Celebrity told us that *** had issued that *** wrong (how convenient). Celebrity told us that the *** number should be in the format of 1-ABC123 while AON is continually giving us a 5-digit number that has seemingly no meaning. We have reached out nearly a dozen times to AON and celebrity, and even connected them on a call together! The customer support team at AON, and their supervisors, are running a three-ringed circus and are about to cost us thousands of dollars because nobody knows what is going on and they refuse to email us.Business Response
Date: 04/26/2024
We have reviewed ****************** complaint, and we are happy to provide status on this matter.
Our claims department has reviewed the claim and has contacted the customer by phone regarding the finalization of the claim on 4/24 but were unable to reach him. Additionally, a letter was mailed to the customer on 4/25 advising of our efforts to reach him to discuss the claim.
The claim has been processed according to the terms of the plan purchased and therefore, the customers concerns have been addressed.If the customer would like to discuss the claim further, they can call our office at ************.
We thank ************** for his patience during the claim process.Initial Complaint
Date:04/17/2024
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 had to cancel my celebrity cruise scheduled April 21. I filed claim with *** after a doctors appt where we wrote letter stating g I should not cruise. Due yo CHF.Aon is giving me run around. Last e mail stating g internal team looking into it. Who is internal team.?I have called 2 claim adjuster this week every Day ****** and I thing other name is ***** Left message with phone number requesting status. I have received nothing back. If u e mail you just get pre written e mail. Horrible customer service. We are seniors on set income. Please get me my money returned.Business Response
Date: 04/26/2024
We have reviewed ************************** complaint, and we are happy to provide status on this matter.
Our claims department has reviewed the claim and has contacted the customer regarding the finalization of the claim.
The claim has been processed according to the terms of the plan purchased and therefore, the customers concerns have been addressed.
We thank ********************** for her patience during the claim process.Customer Answer
Date: 04/29/2024
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:04/16/2024
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 filed a complaint for a Cruise we were to take to ****** April 30 and I had an injury for the last six months on my foot injured. All the nerves on my left foot. I sent the insurance company protected me for the cruise all the information from doctors telling them how I need physical therapy every week, I sent them everything they requested and then they went from the very beginning request proof of insurance with them, including cancel checks, etc. They clearly know I have insurance with them and gave me a claim number. We keep going round and round and Ive still not got paid for it.Business Response
Date: 04/22/2024
We have reviewed *********************************** complaint, and we are happy to provide status on this matter.
Our claims department has reviewed the claim and has contacted the customer regarding the finalization of the claim.
The claim has been processed according to the terms of the plan purchased and therefore, the customers concerns have been addressed.
We thank ********************** for her patience during the claim process.Customer Answer
Date: 04/22/2024
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:04/15/2024
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 am the authorized liason for submitting a claim through this company for a family member that is unable to travel. When the claim was intiated the requested documents were submitted and signed by the medical provider. It clearly indicates a diagnosis and a reason why travel isn't recommended. A email was received by the company that they wanted additional medical information from the medical provider. When I contacted the doctors office to confirm they received this additional information request I was informed that nothing was received. When I called the company a representative from Aon indicated that the company wanted medical history for the past six months. That is absolutley absurd. This is causing a delay on the refund and to request a prior six month history seems excessive and an invasion of privacy being that it may have information on other health issues that have nothing to do with the reason why travlel isnt recommended. The refund amount is only for the nonrefundable deposit. As this company has the cruise lines selling and promoting this service it is giving a hard time for the insured to get the service that was paid for. This is causing distress and hard ship for my family. If they had a list of medical diagnoses that required additional Information that should of been indicated on the contract. This is causing a delay in the refund as well as extra work for the doctors office. I was told that the claim is not being worked on until additional medical information is received. The doctors office has yet to receive any documentation regarding this matter and this is causing a delay to be processed.Please review attached document for insured name and claim number.Business Response
Date: 04/26/2024
We have reviewed *** ********* complaint placed on behalf of ******* ******** and would like to provide the following status on this matter.
Our claims department has reviewed the claim and spoke to ******************** on 4/15,4/17 and 4/24 regarding the additional documentation required to finalize the claim. Once the requested information is received the claim will be reviewed.
We thank ******************** for her patience during the claim process.Initial Complaint
Date:04/08/2024
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.
On 05/17/** we booked a 10-night cruise on the Celebrity Silhouette, leaving 12/04/**; total price $3,856.38; pd in full 08/30/**. On 05/18/** we bought ********************** ********************** thru Celebrity Cruises CruiseCare for $298; claims covered by **********************; Plan Confirmation #*********, Reservation ID: *******, Plan #*********. They promised:Trip Interruption: up to 150% of total trip cost if you can't start or finish your cruise vacation because you're sick or hurt, (etc)Early in Nov 20**, we couldnt get our Rx pain meds due to government restrictions. Without them, our pain is intense & our physical abilities severely limited. We couldnt do the cruise so on 11/27/** I called Aon Travel ********************** *************), explained the situation & the rep said we had a valid ************ claim should be covered; we needed to call Celebrity & cancel our cruise which we did (Cancellation #I******). She told me how to file the claim, what supporting documents we needed, & said it takes 2-3 weeks to review & process a claim. On 12/08/** I filed my claim online, Ref. #********* & emailed everything to Aon. On 12/11/** *** emailed, saying they had my claim (Claim #**********) but they needed additional medical documentation. They keep asking for info thats been sent to them multiple times, claiming they havent received things that have been sent. *** made 18 calls to Aon as well as many calls to my doctors offices. *** offers excuses, passes the buck, claims theyve called when they havent, & puts me on hold. *** left many voicemails they never call back. I managed to speak to a Claims person on 04/05/24 & I was told theyre still waiting on info from one of my doctors. Please help!Business Response
Date: 04/15/2024
We have reviewed **************' complaint and would like to provide the following status on this matter.
Our claims department has reviewed the claim and has contacted the customer regarding the finalization of the claim.
The claim has been processed according to the terms of the plan purchased and therefore, the customers concerns have been addressed.
We thank ************** for her patience during the claim process.Customer Answer
Date: 04/16/2024
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 we were unable to take our cruise for health reasons beyond our control, Aon now requires that we must have been diagnosed and treated by a doctor in order to receive a refund. Our doctor was aware of our situation (our pain medication was unavailable because of government control issues) and was working with us to try to find a solution, but there was nothing to "diagnose and treat". The best they would offer is a cruise voucher from Celebrity which we have yet to receive.
*************************
Business Response
Date: 04/22/2024
We have reviewed **************' additional complaint and would like to provide the following status on this matter.
Our claims department has rereviewed the claim and has contacted the customer regarding the finalization of her claim.
The claim has been processed according to the terms of the plan purchased.Customer Answer
Date: 05/17/2024
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.
It took Aon over SIX MONTHS to settle our claim, according to the terms of the contract we had with them. We DID qualify for a refund of our cruise costs and Aon had the records they needed almost from the start. However, until the BBB got involved, they continued to stall by requesting the same information multiple times, often claiming they had not received it when phone calls to the various doctors involved proved the requested information had been sent numerous times. They also claimed they had called when my phone records show they did not. We spent countless amounts of time and endured unwarranted frustrations dealing with Aon and would never do business with them again. Until I convinced them to look at my medical records while I was on the phone with them - proving we qualified for the refund - they tried to get us to accept a cruise credit. That was their idea of a "resolution." Many thanks to the BBB for their involvement! Finally, we are satisfied with the resolution of our claim.
Sincerely,
******* *****
Initial Complaint
Date:03/25/2024
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.
RCC states my cancellation charges were $**** on RCC cancellation invoice.*** never asked me for this document , they simply stated RCC was wrong. *** never provided an accounting how **** is factored down to $800+ and then to my refund, according to AON, $547.50.I purchased insurance AON insurance, expecting my $2300+ cruise fair would be covered if I had to cancel....I did as I required surgery and am still recovering,Business Response
Date: 04/03/2024
We have reviewed ********************** complaint, and we are happy to provide status on this matter.
Our claims department has reviewed the claim and has contacted the customer regarding the finalization of the claim.
The claim has been processed according to the terms of the plan purchased and therefore, the customers concerns have been addressed.
We thank ****************** for his patience during the claim process.Customer Answer
Date: 04/04/2024
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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