Complaints
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:02/28/2024
Type: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.
Reserved a cruise with Celebrity constellation purchased the insurance thru AON. Cancelled the trip due to exacerbation of my ocular vertigo/dizziness. And balance issues on January 18th. Provided AON with everything they requested including a note from *****************. Spoke to Jhun on February 8. He promised / assured me they had everything they needed for a decision. On 2/12 they requested a release of information for all my medical records. After researching AON they appear to have scammed a lot of ppl. I am requesting a full refund as that is why we purchased the insurance. Since my stroke my health is erratic.
Business Response
Date: 03/13/2024
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: 03/14/2024
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:02/26/2024
Type: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 insurance was bought in case we had to be reimburse for a Royal Caribbean cruise which we were unable to go one do to my wife having a surgical procedure because of ****************** told us we would get 100 percent refund if we showed proof of medical procedures and doctors signature, which was done as shown in the upload documents. After we did our part *********** said penalties were over 600 dollars and gave us 28 dollars.Business Response
Date: 03/11/2024
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.Initial Complaint
Date:02/22/2024
Type: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.
The following is a copy of correspondence sent to AON Travel Claim Services regarding the cancellation of a **********************, departing ****** ** on Sunday, 10/15/2023.My wife ****, and I flew into ****** late afternoon on Saturday, 10/14 and upon arrival at ************************, we received a call from the family that they had begun requesting ******* care for ***********************************. ****** is the father of *******************************. We cancelled the cruise the evening of 10/14 and flew back home to *********** on 10/15.The family put in a call on Saturday, 10/14 to the office of ******* attending physician, ***************************************; *******************************************************; phone number **************.The on-call physician, not ***********, decided to wait until Monday morning, 10/16 to have ************ call and approve *******. ******* came out the afternoon of 10/16.My wife and I made the best decision we could on Saturday 10/14 and flew back home the morning of Sunday 10/15 due to the urgency communicated to us that ****** would require ******* care. The *************************** that was looking after ****** advised the family on 10/14 that he would require ******* Care going forward.It is only because of the situation with ************ not being on call Saturday, 10/14 that ******* was not approved and notified until Monday 10/16. AON Travel is stating that due to ******* Care beginning on Monday 10/16, we do not qualify for the trip insurance refund due to the ******* Care beginning the day after Cruise Departure. *********************************** died 2 weeks later on 10/28 and AON was given a copy of the death certificate. Additionally, ******'s attending physician, ***********, wrote a letter to AON explaining the reason for the 2 day delay in ******* treatment and this letter was forwarded by me to AON.*** is not playing fairly on this claim due to the refund amount that I am due of $4,409 which is strictly the cost of the cruise. No other refund is being sought.Business Response
Date: 03/07/2024
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.Initial Complaint
Date:02/22/2024
Type: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 am writing to formally address a grievance regarding the handling of my father, ************************************, medical emergency and the subsequent reimbursement process. In October, during a cruise, my father became ill, necessitating his disembarkation and hospitalization in ******** for 12 days. Following this, he required medical repatriation to *****************, accompanied by a *********, a service for which we fronted all the expenses. We were assured of reimbursement for these costs, as well as for the additional hospitalization my father underwent upon his return to the States, which lasted a month and a half.I have diligently submitted all necessary documentation, including hospital bills, charges from the cruise's emergency medical team, and payments with receipts, as instructed. Despite following the procedure laid out by your travel insurance, which involved first filing a claim with my father's primary healthcare insurance and then seeking coverage from you upon their denial, our experience has been fraught with challenges. Since November, we have received repeated denials and requests for information already provided, as per the instructions from my father's primary healthcare insurance.This situation has not only imposed a significant financial burden but also added unnecessary stress during a time of critical health concern for my father. We seek your immediate attention to rectify this matter by processing the reimbursement promptly and without further undue complications.I can upload receipts and medical records, but I will wait until requested due to HIPPA laws.Business Response
Date: 03/07/2024
We have reviewed ******************** complaint on behalf of her father ******************, 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: 03/07/2024
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 becauseI was pleasantly surprised by the swift response I received as soon as I lodged a complaint. It's astonishing how filing a complaint was necessary for action. Advocating for my elderly parents was crucial for them to receive the funds they deserved, highlighting the unfortunate reality of the situation.
*******************************
We are still awaiting the arrival of the funds.
Business Response
Date: 03/18/2024
We have reviewed ******************** additional complaint regarding her father's claim and would like to provide the following status on the matter.
Our claims department has reviewed the claim and has contacted the customer by phone on 3/13/24 and explained what is required to make an additional payment on the claim.
When this additional documentation that has been requested by our office is received the claim will be reviewed.
We thank **************** and ****************** for their patience during the claim process.Initial Complaint
Date:02/14/2024
Type: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 the Travel Insurance and I had a heart attack while on a NCL cruise August/September. The ships medical team revived me and I was transported to the Hospital in *******. My wife tried everything to get them to help her get both of us home to ***********. but they never called her back, never checked in to help, nothing, My wife had to have a family member fly to ******* to help get me home. We filed the claim and have sent all the requested documents 6 times. Each time we call we get people that do not speak or understand english. They do not have supervisors to talk to nothing. We send emails that are ignored. It is now 6 months and they have failed to pay the full claim that is owed. They have paid a few things and there is over $8K outstanding plus the travel and Hotels to get me home. This has destroyed my credit not to mention created a lot of added stress and worry that I do not need.Business Response
Date: 02/23/2024
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: 03/11/2024
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 heard from AON and they did pay for the medical. I am still waiting for the transportation reimbursement and have once again been put on the silent treatment. I have sent 4 email requests for updates.
Best,
*******************;
Customer Answer
Date: 03/28/2024
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 sent the requested information many times. I have again attached the air travel backup that they continue to request. One this is handled we are done with this company. I have attached everything toi this as well. .
*******************
Business Response
Date: 04/15/2024
We have reviewed ****************** additional correspondence and would like to provide this update.
Our claims department has reviewed the claim and has contacted the customer by phone on 4/11 and 4/12 regarding what was submitted compared to what is required for any additional payment. We have been unable to reach him by phone, therefore, a letter was mailed to the customer on 4/12 advising of our efforts to reach him to discuss the claim and regarding the additional information required.
The claim has been processed according to the terms of the plan purchased.If the customer would like to discuss the claim further, they can call our office at ************.
Initial Complaint
Date:02/14/2024
Type: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 claim via the Aon travel website regarding cancellation of the trip and request for resolution of my claim. All paperwork, as requested, was completed and submitted to Aon Travel. I have made attempts to resolve this claim over the phone by contacting their customer service number. When I reach someone, I get "what I see is" or "this is what it says". I requested to speak directly to someone handling the claim and was placed on hold for several minutes without anyone picking up the phone. They are now claiming that they are waiting on "medical records" from my GP and my Neurosurgeon (who responded promptly) when the initial paperwork was requested. I have provided their contact information 2x to Aon. There's always another piece of paper or another reason why they aren't addressing the claim. The website says the claim is to take 15 days. We have surpassed 15 days at this time with no explanation or communication other than a random email that we are working on your claim from 2 weeks ago.Initial Complaint
Date:02/13/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Travel insurance reimbursementBusiness Response
Date: 02/26/2024
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 2/20/24 but were unable to reach him. Additionally, the claim payments should have been received on 2/22/24.
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:02/09/2024
Type: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.
Transaction date 01/31/24. Paid $188.00 for protection plan. Insurance against possible cancellation of cruise. *** is requesting attending physicians statement for wife who was just diagnosed with stomach cancer. Had to cancel cruise dated 4/28/24-05/03/24 due to upcoming chemo treatments. *** is asking for too many documents that violate HIPPA. Their claim number is *********. I have sent them files that show actual cancer prognosis and a file of doctor who determined it. *** has done nothing but demand more and more info that I do not have. The $510.75 I am requesting is the 25% penalty fee charged by Royal Caribbean for cancelling for which the insurance policy should refund me.Business Response
Date: 02/19/2024
We have reviewed ********************** complaint and would like to provide the following status on this mater.
Our claims department has reviewed the claim and spoke to the customer on 2/13/24 regarding additional documentation needed for his claim. Once this additional documentation has been received by our office, it will be reviewed.
At this time, ********************** 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.Initial Complaint
Date:02/06/2024
Type: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.
Purchased ********************** protection as part of Royal Caribbean cruise vacation on 6/15/**. On 10/10/**, I had surgery due to an accident and was unable to **********************. Submitted claim # ********** for a refund of my $500 deposit. On 1/26/24, I received a denial letter stating that I did not purchase ********************** protection until 10/5/**. My receipt clearly indicates that I purchased the ********************** for protection for the cruise on 6/15/**, thus ***'s refusal to honor the ********************** protection coverage amounts to fraud.Business Response
Date: 02/14/2024
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 2/6 and 2/12 but were unable to reach her.
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 her patience during the claim process.Customer Answer
Date: 02/15/2024
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 I received a refund, it has taken months a filing of this complaint along with a Department of Insurance complaint to obtain a refund. Had this been a reputable company, consumers should not have to resort to filing complaints to obtain a refund in accordance with the travel protection plan. How many other consumers have been scammed out of their money and were discouraged or did not have the knowledge to pursue these remedies?
*********************
Initial Complaint
Date:02/05/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased Aon insurance on a cruise scheduled for September 25,2023. It was for my moms birthday. The trip was for four people. Our flight to ***** was canceled at 2:00am the night before. We were already at the airport hotel so we went to the airport to see if we could take a different flight. There were not other flights going there that day. So I returned all my family members back to their homes and I drove the 2 hours back home. I called the insurance company on the way home to file a claim. 2 weeks later I had not heard anything so I called them. They told me there wasnt a claim filed. So I went through filing the claim all over again. I uploaded all the paperwork and each time they would say they were reviewing it. Each time I would receive an email asking for more information. Each time I tried contacting the cruise line and Travelocity to obtain receipts and they would tell me I would have to get them from the other. I feel like they are all in it together. It has been four minutes maths and the last email I received says they still need more information and let them know if I would like to close my claim. Of course I dont want to close my claim. I am out $2455.08Business Response
Date: 02/14/2024
We have reviewed ********************************** complain and would like to provide the following status on the 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: 02/15/2024
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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