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:01/11/2024

  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.

  Travel Protection Plan - Reference # ******* Reference # ******* Reference # ******* Further to numerous emails and our NUMEROUS calls to AON US Office we are still waiting on a call from them as they keep promising. Our son was diagnosed with Cancer so we had to cancel our cruise - we were advised we were covered for a full refund and submitted all requested documents. We paid for our three cruises (Virgin) in pounds Sterling, and AON have refunded ***** cheques in US Dollars which is considerably less then what we paid in Sterling breakdown below.We also tried to bank the 6 cheques they sent in the post in our ** bank and they have advised that no bank will take those cheques as they are in US Dollars we need refund for all three cruises in Pounds Sterling NOT US DOLLARS we have offered our ** bank details for direct transfer with no responses since December 2023 We really are unhappy with having to continuously email and call to NO AVAIL please can someone take hold of this complaint. below is what we paid in ******* POUNDS-Sterling:Cruise one ******* less AON insurance = ******* Cruise two ******* less AON insurance ******* Cruise three ******* less AON insurance = ******* The total above comes to 12,153.18.We were refunded also from Virgin cruises a total amount of 1,450.This leaves a total of ********* refund in Sterling/Pounds to be made by AON they have sent us 6 cheques totalling ********* ** dollars no bank in ****** will accept US Dollars checks - we need the correct refunded amount in STERLING/******* POUNDS.Any help you can provide us to get them to respond to us and settle the claim would be really appreciated. We are based in ** and when we booked the 3 cruises through Virgin they recommended this insurance.

  

  Business Response

  Date: 01/26/2024

  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 his patience during the claim process.  

• Initial Complaint

  Date:01/11/2024

  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 September 14, 2023 I purchased a seven day Princess ******* through United ******* using mu United Chase Card, I was given a total cost and wasn't told that the cost involves $130 travel Insurance and $24.99 processing fee. When I received my monthly credit card statement, I saw there were two charges one for the cruise and the second $154.99 which I didn't know what it was. I called the agent, he said that is for travel insurance and I will be covered if there is trip interruption, baggage lost or delay and didn't mention about $24.99 for fees. My wife and I were denied boarding because my passport was in my carry on that was supposed to be taken to our cabin. For two hours they said that they are retrieving my carry on, but 10 minutes to the sail time they said our trip was cancelled with our two carry on board. Definitely this was a trip interruption and baggage delay. I contacted the United cruises and I was told to file a claim with the insurance company, which I did. I submitted all the additional expenses that I had incurred due to the trip interruption and filled up all forms sent to me by AON Affinity Travel Practice, also called the claim department and heard all kind of lame excuses that they cannot compensate me for my losses. Upon checking the reviews about this company found out 92% of reviews were one star and had the same complaint that they were not compensated for their losses. Since the insurance company does not honor their contract, I'd like to be refunded my payment.

  

  Business Response

  Date: 01/25/2024

  We have reviewed ********************** complaint, and we would like to provide the following status. 
  
  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: 02/01/2024

  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: 
  Two days after I filed my complaint, I received a call from Aon Affinity Travel Practice and was told an adjuster would contact me the following day. They contacted me the next day, after hearing the details again, I was told they cannot do anything for me. Therefore; as far as I am concerned they have not satisfied any item of their contract, and the least they can do is to refund my payment. I woud appreciate it if this case is opened and followed up again
  
  *************************
  
  
  
  
   
  

  

  Business Response

  Date: 02/09/2024

  We have reviewed *** *******'s complaint, and we would like to provide the following status. 
  
  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 customer’s concerns have been
  addressed.
  
  We thank *** ******* for his patience during the
  claim process.  

  Customer Answer

  Date: 02/10/2024

  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: 

  After filing with BBB, AON Travel Insurance company contacted me and informed me an adjuster would call me the following day and someone did. 

  I explained the situation to him and told him that since they are not fulfilling their contractual obligation and compensate me for my losses, I demand the refund of the premium paid. I was told that since I filed a claim, even though it was denied, they cannot and will not refund the premium paid to them. I do not see any way that this company is going to resolve this issue, and would like my complaint is posted in BBB reviews for this company.
   
  
  ***** *******
  
  
  
  
  
  
  
  
  
   
  

• Initial Complaint

  Date:01/02/2024

  Type:Sales and Advertising 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 booked a cruise with Seabourn ( booking number: ******) for a total of $12,149.62, including $811.62 for insurance, using AON. The reason I took insurance out in the first place is that my husband had been diagnosed with liver cancer 3 years ago and his health has gone up and down, within recent months he has started to decline and I reached out to our agent about possibly needing to cancel. Turns out, I broke my elbow and needed several surgeries in the weeks leading up to the cruise and we were going to be unable to make it. I submitted the claim to AON and it was approved. I only received a partial payment that AON claims is only covering the "non-refundable penalty", I am still missing $8k+. ******** has agreed to pay the $2k+ in taxes. The whole reason we paid for insurance in the first place was to "insure" if we needed to cancel we would be reimbursed for what we paid for the trip.

  

  Business Response

  Date: 01/08/2024

  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 1/4/24 and payment issued.
  
  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.  

• Initial Complaint

  Date:12/29/2023

  Type:Customer Service 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 to *** on 12/7/23 because we have to cancel our Royal Caribbean Cruise scheduled for 1/7/24 to 1/18/24 due my husband getting sick.We are requesting for a cash refund of $1,574.00 which *** denied because they claim that payment must.be made before 60 days.We made a deposit of $900. On 7/2/23 And full payment as required by Royal Caribbean on 10/10/23.I tried to call *** on 12/26 &12/27 and call center who answered their customer service number tried to connect with the *** claim processor but no one was there to answer .I was told that I will get a call back on both days but I did not receive any call.Why would *** use the 10/1023 payment marker when this reservation was finalized with Royal Caribbean on 7/2/23.My Husband was hospitalized in Sept.2023 and currently undergoing pulmonary rehab so getting a cruise credit will not benefit us as traveling especially cruising will not be possible. All documents were submitted including doctor's ****** report.Hope you can help as it impossible to even speak yo a live person from the ****************************** will answer but cannot help with the complaints.

  

  Business Response

  Date: 01/05/2024

  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 by phone on 1/3/24 regarding the finalization of her claim but was 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: 01/29/2024

  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:

  We took and paid for a trip interruption travel insurance with AON. Ref# *******.Unfortunately we had to cancel ********** because my husband got sick. We filed all the documents so we can get a refund .*** denied the cash refund citing that we did not meet the 60 days waiver but they agreed to give us a cruise credit. It has been 3 weeks and we are still waiting for the cruise credit certificate I have been communicating with a AON rep ********************* at ************ who for the past 3 weeks told me it's in process. I called Royal Carribean and they told me they have nothing to do with the cruise credit as that will be AON sole responsibility. ************* made some comments to me that required paper work need to be submitted to Royal Caribbean which is not correct info. I left messages to her no response. I also left messages via their call center no response. Thank you gor your assistance. 
  *****************************
  
  
  
  
   
  

  

  Business Response

  Date: 02/01/2024

  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: 02/02/2024

  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:12/28/2023

  Type:Order 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 had to cancel my trip due to an unplanned surgery and I was not able to *********************** I was told by my ********************** agent that the amount I could get back was $1329.62. All the ********************** would pay is $901.12. The ********************** company said that is all Norwegian cruise line would allow and the cruise line said it was the ********************** company. So I feel that the companies involved were passing the blame back and forth. All I am asking for is the difference owed me of $328.50. The claim #***********

  

  Business Response

  Date: 01/08/2024

  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.  

• Initial Complaint

  Date:12/27/2023

  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.

  TRIP CANCELLATION 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 Unforeseen reason.Trip Cancellation must be due to one of the following Unforeseen reasons:1. Your, a Family Members, a Traveling Companions, or a Traveling Companions Family Members death, that occurs before departure on Your Trip; or 2. Your, a Family Members, a Traveling Companions or a Traveling Companions Family Members 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 3. for Other Covered Events, as defined;provided any such covered Unforeseen reason occur while coverage is in effect for You.

  

  Business Response

  Date: 01/04/2024

  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 12/29 and 1/2 but was 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.  

• Initial Complaint

  Date:12/27/2023

  Type:Order 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 purchase AON travel insurance for a 20 day Globus guided tour for ***********, ********* and **** starting on October 25, 2023. On November 7, I was taken by ambulance to a hospital because of breathing difficulties. I remained in the hospital for 5 days and missed the remainder of the tour. In addition, my illness meant I could not fly home until November 21 by doctor ****** The tour director filed a special report on November 7 with the tour company. I filed all the paperwork with AON on December 4, and provided additional documentation requested on December 11. I now have thousands of dollars in bills for hotels, meals, transportation, flights, in addition to the medical bills I had to pay and have not received any payment for the trip interruption I paid for. On December 12, I confirmed with them they had all the documentation needed and the process would take 10 to 15 days and acknowledge they received it on December 4. I called again on December 19, December 20, December 22, and December 26. I was told it was on final review on December 20. On the 22nd I was told it was settled and approved and I would be getting an email. On December 26, I was told it was in final review again and would be ***** days. I now have over $20,000 in bills that are due and need this settlement to be paid for REF # *******. Claim number ********** Copies of all forms and receipts filed with AON are available if needed.

  

  Business Response

  Date: 01/10/2024

  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 and payments processed. 
  
  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.  

• Initial Complaint

  Date:12/26/2023

  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 purchased this travel insurance protection with my Norwegian Cruise Line sailing for ****** starting Sept 23, 2023. The travel insurance claims to reimburse you for medical expenses including COVID and for travel interruption. During the cruise, my wife, daughter, and I all became sick with COVID. Our ****** cruise vacation was ruined because we were ordered to quarantine in our cabins for the remainder of the cruise. After the cruise, we were all too sick to fly home so I incurred expenses changing our flight, booking a hotel, and food and medicine. I've uploaded all documentation including hotel receipt, airfare fee receipt, and medical records from Norwegian Cruise line medical staff. They have everything they need to pay my claim but keep asking for the same documentation that's already provided. I can see why they have a 1 star rating for reviews on *******

  

  Business Response

  Date: 01/08/2024

  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: 01/09/2024

  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:12/22/2023

  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 purchased AON travel insurance for our ****** trip for our Girl Scout troop in case of any issues to protect their money. We filed a claim on the insurance as the trip had to be moved due to job loss. They required a letter from my employer stating that I wasn't working during said dates of the trip and prior to the trip after already supplying information from unemployment and w2's showing I had been working prior. You'd think that'd show, hey I wasn't working. Got the letter submitted after I figured out how to get it. Went to follow up on the claim and it was no longer there. They had created the claim as a ****** Cruise claim even though all our documents were from ********************* and Allegiant Air. I had to call to find out that they reopened the claim as another claim number. Since then they've been waiting for documents from the travel provider getting the claim processed for ***** since it was originally submitted to them in September of 2023. I have since been removed from the claim party because we have more than one reservation, which was included in the original document in Sept 23. As of today, I'm still being told ***** days. Our new trip dates are in January and this is tying up the girls funds for trip planning.

  

  Business Response

  Date: 01/08/2024

  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: 01/08/2024

  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.

   

  I suggest AON review their service process. Once I was finally able to get through to the claims team, they were all great to work with and answered questions effectively. Getting to someone in Claims was not easy and the operators taking initial call read from the same script and kept keeping the claim in questionable process.
  
  Sincerely,
  
  *******************************
  
  
  
   
  

  
  

• Initial Complaint

  Date:12/22/2023

  Type:Sales and Advertising 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.

  booked cruise for 7/14/**. had to cancel for medical reasons after under going radiation treatments for lung cancer. I had and still have breathing issues, and didnt, feel that I could participate and enjoy the cruise. I am still having cat scans for my lung issues and the scarring in my lung from the radiation treatments. I cancelled the cruise on 7/11/** with Norwegian Cruise Lines, and filled out the trip cancellation forms. Claim #**********, Reference #****** for medical reasons. I paid for trip ********************** $209.00. I was reimbursed by NCL for a military discount of $343.96; and $819.89 for special packages (drinks, dining, taxes and fees, prepaid service charges). Leaving a total refund of $1,924.66 due me.My doctors office has complied with AONs requests for information, but AON HAVE HAD ONE EXCUSE AFTER ANOTHER. It is almost six months since the original cancellation. I am not a wealthy person who can afford to let this money go. That is why I purchased the **********************. I am sending documentations.

  

  Business Response

  Date: 01/03/2024

  We have reviewed ************************** complaint and would like to provide the following status on this matter. 
  
  Our claims department has reviewed the claim and spoke to ********************** on 1/2 regarding the additional documentation needed to process her claim. When this information is received it will be reviewed.     
  
  We thank ********************** for her patience during the claim process.