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:03/13/2025

  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.

  My mother, brother, and son paid for a cruise and were unable to attend because of my mother's stay in the hospital shortly before the ship departed. The cruise was scheduled for 12/26/24 and she was hospitalized on 12/21/24 until 12/23/24. We purchased travel insurance from AON Affinity Travel, who requested that a form be filled out by her attending physician. It has been over two months since that first paperwork was completed and sent back to ***. In that time, *** has sent two more forms to the doctor requesting still more medical information before they will process the claim. The latest request was for 6 months worth of medical information, which I explained Dr. ********** will not have because he was the attending physician and is not her regular doctor. Neither he nor ***************** have any information about her medical health prior to 12/21/24. *** refused to respond to my concerns or answer my questions about the need for additional information; they have also refused to give me an expected timeline for payment.We paid $427.00 USD for cruise protection, knowing that at her advanced age, my mother could have unexpected circumstances that might prevent her from going on the cruise. That is what *********** mother is ************************************ the hospital for three days due to a UTI and dehydration. Her cruise was supposed to begin three days after her release from the hospital, and ********************** said she should cancel the trip. My brother and son could not go either as they needed to care for my mother. This seems to be a straightforward case requiring a reimbursement of $4208.35. Because I have not received answers to my questions from AON Affinity Travel, I am not confident that they are following the rule of law in processing and reimbursing her claim. If you could inquire with ***, I would greatly appreciate it.

  Customer Answer

  Date: 03/19/2025

  Better Business Bureau:
  
  On Friday, March 14 I received a letter by mail from *** asking me to call them in regard to the claim. They said they were waiting for additional information from the doctor, information I suspected had been sent to them by ***************** a couple of weeks prior. Piedmont's representative was out of the office until Tuesday, March 18, so I was waiting to make that call until I had confirmed with them that the medical information had indeed been sent to ***. On Tuesday, March 18, I got the attached emails confirming that the claims were approved.

  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. Thank you so much for your attention to this matter.
  
  Sincerely,
  
  ******* ********** ******
  
  
  
   
  

  
  

• Initial Complaint

  Date:03/11/2025

  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 had originally booked my cruise to certain ports that were offered by *************** only to have them switch it up on us and had us going into ports that are at a Level 4: noted as unsafe to travel by the *********************** and it was advised to avoid all travel. We decided to cancel for we were not comfortable with this. We had purchased the Vacation Protection Plan, which apparently was of no use for AON Travel will not give us our money back.

  

  Business Response

  Date: 03/13/2025

  We have reviewed *** ******** inquiry 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 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: 03/13/2025

  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:

  [Your Answer Here]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***** ******
  
  
  
  
   
  

• Initial Complaint

  Date:03/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a trip and accompanying insurance through *********************. ********************* stated I shouldve received a separate email containing the policy of the travel insurance from AN. I did not receive this policy. As a result, I canceled my trip through **** ****** World but they stated I only had a 14 day of time to cancel the insurance. However, I was never informed of this policy. As a result, they are not refunding the $250 for the policy. I did receive a refund through **** ****** for the trip as it was before the May 2025 deadline. No where in my confirmation of my trip was I made aware of the 14-day cancellation policy.

  

  Business Response

  Date: 03/13/2025

  We have reviewed *** ******** inquiry and we would like to provide the following status of the claim.
  
  Our claims department has contacted the customer regarding the resolution to her request.
  
  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: 03/21/2025

  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:

   

  While the company did attempt reach me 2x, I returned each call and they did not answer.  They then sent an email stating that there was a link in my confirmation email that gave the deadline.  However, upon looking at my confirmation email there is no mention of deadline to cancel.  I have attached images to show.  Again, this is a deceptive practice for the consumer.  

   

  I appreciate your help.  

   

  Best,

   

  ******* 

  
  
  
  
  
   
  

  

  Business Response

  Date: 04/11/2025

  We have reviewed *** ******** additional comments.

  
  Our claims department has again contacted *** ******* and has provided her with the requested information as pertains to her inquiry.   As we have advised of the final outcome of this inquiry,please understand there is nothing further with which we can assist at this time. 

  Customer Answer

  Date: 04/15/2025

  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:

  They did not resolve my complaint.  My last conversation was to speak to a higher level of management who could assist me.  They call and say the same thing, which is the deadline was listed.  However, as my previous post pictures indicate, they hid their deadline behind multiple unclear links which can only be to ensure the customer does not see the expiration date.  As I have stated, the cancellation date is far before the reservation cancellation date which makes their plan irrelevant.  A customer would only need their plan once their reservation cancellation date no longer be cancelled.  I canceled my reservation at the end of February.  Received a full refund from the resort, except for the insurance.  I am seeking a refund of my insurance fee of $250 OR to have the ability to apply it to a future vacation plan.  They have repeatedly refused my request.  Thank you.  

   

  ******* *******
  
  
  
  
   
  

• Initial Complaint

  Date:03/05/2025

  Type:Customer Service 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.

  Hello, we were scheduled to cruise on January 26, 2025. My husband suffered a stroke on December 5, 2024. Per his doctor, he was deemed not fit to travel due to this. We cancelled our cruise with Celebrity Cruise line. We were under penalty with them so I submitted our claim with our travel insurance provider, ***, due to a medical reason. Our cruise was worth $4055.58. I submitted everything they asked for. We received approval for $1128. I called and spoke to an agent who said they cannot do anything. They keep saying we got a refund from the cruise line, which we did not. This is unacceptable as this was a medical reason and we qualified for the full amount. Let me if you need anything further. Thank you for your time. ******* *****.

  

  Business Response

  Date: 03/28/2025

  We have reviewed *** ****** inquiry, 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:03/03/2025

  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.

  Booked a cruise on Virgin Voyages (Sail date June 2025) and was subsequently called to military duty for 12 months (March 2025). I canceled the cruise (January 2025) and ****** informed me to request refund through *** Travel Insurance. I submitted the claim through *** on February 11, 2025 and after numerous phone calls and being ignored, my claim was subsequently denied February 28, 2025. *** denied my refund and stated "Military duty is not a valid reason for cancellation." I provided my military orders that starts March 2025 but to no avail. If called to duty to defend the ************************ is not a good reason to get a refund I don't know what is!! I paid *** $247 for the *** Travel Insurance and I'm seeking my $4,050 refund.

  

  Business Response

  Date: 03/13/2025

  We have reviewed *** ******* inquiry, 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:02/28/2025

  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 had a cruise booked through carnival on March 8th-13th. Unfortunately I am unable to make the cruise because of the death of my grandmother. I was looking to either get a refund or credit for my cruise. I was told that that wasnt possible. After calling many times, a carnival representative told me that I could buy the travel protection to get a refund for my cruise through ***. Before I made the purchase, I contacted *** to see if the information that was given to me was accurate. They agreed. I felt comfortable to cancel my cruise with hopes of getting a refund or credit. I started my claim with *** and submitted the documents that was asked of me. I received an email stating that they would need a death certificate to prove that my grandmother passed before I purchased the travel protection. Confused, I called Aon to get some answers on why they changed the information they first told me. I was told that someone will give me a call back the next day. No one called me back so I called instead. I told the representative the issue and she told me that someone from the adjusters will call me. Im tired of getting the run around. I sent an email yesterday and didnt get a response. Im supposed to be preparing for my grandmothers funeral but instead Im trying to fight to get my money back. This is bad business. I should have never listen to the information that was given by carnival and aon.

  

  Business Response

  Date: 03/12/2025

  We have reviewed *** ********* inquiry 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.  

• Initial Complaint

  Date:02/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Aon Travel states that travel delays are covered by their policy. We mistakingly paid for this insurance without reading BBB or Trust Pilot reviews. We booked a cruise with *** and our flight was too delayed to make our original boarding time. ****** allowed us to rebook for the week after as I was pregnant and would not be able to cruise past the following week. ****** informed us to follow through with Aon on reimbursement of the rebooking fee since we only had to rebook due to travel delays. *** has taken 2 months to respond, adding ***** wait times on each response, not allowing any communication via email or via the claims portal. Once I disputed with my credit card company, they finally reached out with incorrect information on the amount paid and a denial, and promptly closed the case without any opportunity for interaction. If everyone is stating that this company is a scam, then how are they still allowed to operate?

  

  Business Response

  Date: 03/13/2025

  We have reviewed *** ******** inquiry 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: 03/13/2025

  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 company has not even spelled my name correctly in this response from them, they didnt have the amount correct in one of their responses, theres no way to contact them via email.
  

  They called eventually after I shared that I had not received a call, and said, call back if you have any questions about it.

  I dont have questions. This company is simply a scam and its clear on all reviews and comment left on ******, Reddit, etc. Theres no scenario where they actually provide and deliver on their claims. 
  

   

    

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******* *******
  
  
  
  
   
  

• Initial Complaint

  Date:02/24/2025

  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.

  Claim opened with Aon Affinity Travel November, 2024. Aon Affinity is the insurance company that we purchased travel insurance through for a our first cruise with Celebrity Cruise Line. We had to cancel our paid in full reservations on 10-14-24, because our property was severely affected by Hurricane ****** that made landfall in our County on October 9, 2024. We submitted a claim for cancelation of travel and fully expected our claim to be paid on the insurance we paid for. The hurricane did not make our home uninhabitable, however the 2 acres of land and trees was a great loss and 6 days of hard work to clean up. This company refused to refund our $1300.00 because a natural disaster is NOT a reason for cancelation because we could still live on our home. I WILL NEVER BUY TRAVEL INSURANCE FROM THIS COMPANY AGAIN. WE WILL NOT BE TAKING ANY CRUISE VACATIONS SINCE EXPERIENCING THIS.

  

  Business Response

  Date: 02/27/2025

  We have reviewed *** ******** inquiry 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.  

• Initial Complaint

  Date:02/18/2025

  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.

  May 1st 2024. I paid $649.00 for trip cancellation insurance and was told for any medical reason I would recieve a full refund when all medical forms were submitted to *** and only recieved $450.00 refund. They with held $199.00 for trip cancellation. I was told the day I purchased insurance they no longer give full refunds because they with hold money for claims submitted

  

  Business Response

  Date: 02/18/2025

  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. 

  As has been advised previously, and discussed thoroughly with *** ********** his claim has been adjudicated in accordance with the terms of the plan and no additional reimbursement will be forthcoming. 

  *** ********* has been advised that any issues related to his conversations with the cruise line agents should be reviewed with the cruise line. 
  
  We thank *** ********* for his patience during the claim process.

• Initial Complaint

  Date:02/15/2025

  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.

  I purchased insurance protection from Carnival Cruise line for a cruise scheduled for March 8, 2025. I cancelled the cruise on January 7, 2025 whereas he cruise line returned fifty percent of the cost of the cruise and the travel protection Aon Affirmity Travel Practice is return the remaining fifty percent. Of course they require a physician statement which was provided, now they are requesting six months of physician statements/medical records. The attending/treating physician is informing that the information requested is against HIPPA laws. Upon initially purchasing the insurance it's not stated that medical records are required to recent the refund.

  Customer Answer

  Date: 02/27/2025

  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,
  
  **** ******