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:02/13/2025

  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.

  On April 22, 2024 we booked a cruise through ******* via an agent that works for World Travel Holdings. At that time we also added on the insurance. The cost of the cruise was $5363.74 for 3 travelers. Insurance was $179 per person plus a $24.99 service charge. We had to put down a down payment of $1650 for the cruise. This was a 7 night cruise scheduled to occur July 5, 2025 thru July 12, 2025. On August 14, 2024 were were notified that Azamara would be cancelling this cruise due to turmoil in the *******. We had several options to choose from, one being a full refund which was the option we chose. However, the insurance provider is refusing to refund the money. They stated it could be applied to another cruise in the future for up to two years. I reached out to the same travel agent to book a similar cruise to use the said insurance and am now being told that I can't apply the total cost to that cruise because there are only 2 travelers vs 3 travelers AND it will cost an additional $220. The cost of this cruise is $5038 for 2 travelers for 7 nights. I would like a full refund of my initial insurance for 3 people. I'm even willing to part with the service charge. Based on reviews I am seeing, it seems that Aon Affinity is clearly just taking peoples money and not providing any benefits of the insurance that people are paying for. I purchased this insurance to cover us for uncertainities, had I know I could wait and add it on when making final payment, I would have done that. But because I was proactive and did it with my down payment, I am out money because the cruise line decided to cancel? This feels like a scam and should be investigated.

  

  Business Response

  Date: 02/28/2025

  We have reviewed *** **** inquiry and would like to provide the following status.
  
  Our claims department has contacted the customer regarding a response to her inquiry.
  
  The request 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: 03/03/2025

  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:

  I spoke to a representative at Aon Affinity last week and she told me she would be back in touch with me after I further explained why I was requesting a refund. They continue to stand on the ground that buyers have only 10 days to cancel for a refund. In this case, the cruise line cancelled several cruises which resulted in anyone who purchased the insurance to be out that money. That seems fraudulent. When I tried to utilize the money for a new cruise, I was told that they would not transfer all the money to that new booking and it would cost me an additional $220.  

   

  ******** ****
  
  
  
  
   
  

  

  Business Response

  Date: 03/13/2025

  We have reviewed *** **** additional inquiry and we would like to provide the following status on this matter.
  
  Our claims department has contacted the customer regarding this additional inquiry and we have provided her with the requested update.
  
  We thank *** **** for her patience during this process.  

  Customer Answer

  Date: 03/13/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. It should be noted that they did not address my complaint. I am ok closing the **** as I reached out to my credit card company and was able tot dispute the charge and get my money refunded via that route.
  
  Sincerely,
  
  ******** ****
  
  
  
   
  
  

• Initial Complaint

  Date:02/13/2025

  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.

  Hello, I purchased a cruise thru Cruises Only. Royal Caribbean 15 nights Transatlantic from ******, Oct. 27th 2023. Confirmation *******. I saved a long time. My first trip to ****** and with my sister. I was diagnosed with severe sleep apnea, I stop breathing 42 to 61 times an hour. My pulmonary ** prescribed a Bipap machine. I had a complication, trip to ER and I was hospitalized mid August 2023. Hubby thought I was dead, I was hanging off the side of the bed, my head almost touching the floor. It took 3 tries for him to wake me. If I had been alone I would have died. It took over a year to get my Bipap machine due to supply problems and transportation delays brought on by *****. It was out of my control. We never dreamed it would take that long. When I didnt get it my doctor said no trip because it wasnt worth the risk, he didnt want me to take the chance of dying overseas. I canceled the cruise. I filed a claim in October 20**with letter from my **. **** wanted another form, theirs so I sent it Dec 3. Dec 18 they wanted another form, another of theirs. I got it back early Jan. *** sent it. 15 days later an email dated Dec.19th denying my claim. Said it was pre existing. Most people around my age, Im 65, have pre existing conditions. Most cruise passengers are 50 and over. Claim # **WTH05365 Ref.# *********. My pulmonary doctor: **. ********, Tyler, Tx. ************ Fax ************ Att: ******* *****. Anything you need, Im here. Hubby and I are on SS. Mine is disability. Can you help me please. Im at a loss. I checked their reviews and they normally decline refunds. When they do accept rarely they say theyll send or sent a check that never arrives. I forgot about filing a refund until money became really tight. Hubby had several health issues and I focused on him. H*** be 75 next month. Thank you, ****** *****-******. PS If you could get extra for what they did, it would be greatly appreciated. **** should be held accountable and penalized. Please.

  

  Business Response

  Date: 02/26/2025

  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 by phone regarding the finalization of the claim on 2/13 and 2/20 but were unable to reach her.

  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 ************. 
  
  We thank *** ************ for her patience during the claim process.  

• Initial Complaint

  Date:02/13/2025

  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 am seeking assistance in resolving a dispute with AON Insurance regarding the denial of a travel insurance claim for a cruise my family and I missed due to unavoidable flight delays and cancellations. Despite repeated attempts to appeal, AON continues to deny our claims, and we believe we are entitled to refund. In July 2023, my family and I were booked on a 7-day Royal Caribbean cruise, departing from *************, *****. We purchased travel insurance from *** through Cruises Only. We booked flights separately with ***************. Aware of an impending labor strike in *****, we rescheduled our flight to depart a day earlier from ******, ** to ****. The new flight was canceled, rebooked, and then delayed multiple times due to crew issues, weather, and the strike. By the time our flight was set to depart (1:45 AM (EST)) on July 14, it became clear that we would not arrive in **** until approximately 4 PM local timewell past the cruises 3:30 PM boarding deadline. Given these circumstances, we made the difficult decision not to board the flight. Traveling with two young children and lacking accommodations in ****, it was simply unfeasible to continue the trip. Upon returning home, we immediately submitted a claim to *** with supporting documentation from *************** and ***************. My claim was initially approved, and I was reimbursed for the cruise. However, my cousins, ****** ******** and **** ********, who traveled with us, had their claims denied. When we requested further review, *** informed us that my reimbursement had been a mistake and revoked it, denying all claims on the grounds that we had not technically started our trip since we never boarded the flight. Despite repeated appeals explaining our situation, *** refuses to honor the policy coverage. We are seeking a full refund and need a resolution on allowing me to retain the initial refund without penalties and ensuring my cousins receive refund for their share of the trip.

  

  Business Response

  Date: 02/28/2025

  We have reviewed *** ******* inquiry and would like to provide the following status on this matter.
  
  Our claims department has reviewed the claims and has contacted the customer regarding the finalization of the claims in question. 
  
  The claims have 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: 03/03/2025

  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: 

   This does not resolve the matter. I was told that it was at the discretion of the supervisor/manager and those who reviewed the case to determine the best course of action to take since other claims were paid for the same cruise/the same issue. My family and I need to be compensated for our cruise. If there is an opportunity for arbitration, I would like this case to be handled legally. 

   

  
  ******* ******
  
  
   
  

  

  Business Response

  Date: 03/10/2025

  We have reviewed *** ******* additional inquiry,
  
  Our claims department has contacted the customer regarding this additional inquiry and we have provided her with the requested update.
  
  We thank *** ****** for her patience during the claim process.  

• Initial Complaint

  Date:02/12/2025

  Type:Order 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.

  Paid for travel insurance to NCL their insurance is AON. Could not take cruise because I had to go to the Emergency room at the *********************** and was diagnosed with type A influenza and upper respiratory infection. It appears that they will not accept the discharge paperwork and want the attending physician who is in *******, and I am in **, to fill out their paperwork which makes no sense since they have a copy of the discharge paperwork which is specific as to the illness. Their is no way I would be allowed on the cruise with the flu and upper respiratory infection, which caused me to also go in to Afib.

  Customer Answer

  Date: 02/18/2025

  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,
  
  ****** ******
  
  
  
   
  
  

• Initial Complaint

  Date:02/10/2025

  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.

  Hello, I took out insurance for a ****** Cruise through ******* website for travel insurance with *** for a cruise October 4-7 2024. My son ended up with COVID. Due to their being no way medications approved by *** for a 9 year old and babies being in the office, we were told to Covid swab and treat symptoms. We sent Covid test to doctor. The pediatrician filled out the form for *** and wrote a letter stating my son had Covid. *** is now saying he needed to be seen WITH COVID. A letter from a MD is not enough for ******** they are also requesting 6 months of a minors records for a 4 day cruise. It makes no sense. They have been giving me the runaround since October. Its not February. Please someone help me

  

  Business Response

  Date: 02/19/2025

  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 on 2/10 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:02/07/2025

  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 am filing a formal complaint against Aon Affinity Travel Practice regarding the wrongful denial of my travel protection claim. I believe that the companys handling of my claim was unfair and inconsistent with the terms of the Travel Protection Plan I purchased. Despite clear indications that my situation qualified under the policys provisions, my claim was denied without sufficient justification.When I initially inquired about my eligibility, both ****** ***** and ******* (claims manager) confirmed that my travel protection plan covered my claim.Based on their guidance, I proceeded in good faith, only to have my claim later denied. This contradictory information suggests a miscommunication or misrepresentation of coverage, which has caused significant inconvenience and financial loss.2.Failure to Align Claim Denial with Policy Terms My claim meets the Other Covered Events provision in the policy, as I sustained an injury while on my trip and was medically advised to remain in my room for the remainder of the cruise.3.Unclear Communication Regarding Cruise Credits I received a letter on October 31, 2024, stating that I was eligible for travel credits towards a future ****** Cruise Line sailing.If I am eligible for travel credits, this acknowledges some form of coverage under the policy. However, I have received no details on the value, timeline, or application process for these credits.Aon Affinity Travel Practices inconsistent guidance, failure to honor clearly outlined policy provisions, and lack of transparency regarding promised travel credits demonstrate unfair business practices. I urge the BBB to investigate this matter to ensure that Aon Affinity applies its policies fairly and honors its commitments to customers.

  Customer Answer

  Date: 02/18/2025

  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,
  
  ********** ****
  
  
  
   
  
  

• Initial Complaint

  Date:02/07/2025

  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.

  This is in reference to our vacation to ****** August 25, 2024. Travel insurance was purchased a year in advance of our trip to ******. My husband became ill while on vacation and was hospitalized for 8 days. We are now being denied the coverage we paid for. We have been placed into collections by the medical facilities in ******. *** has been given us the run around telling us we have to first put a claim in to our insurance. We are both retired and on ********, which does not provide coverage outside of the **. ******** has denied the claim. *** now want us to file with our secondary insurance. Our secondary insurance has told us that if ******** denies, they will also deny. The reason we purchased this coverage was just in case of an emergency just like this one. We need guidance and assistance in this matter. This has turned out to be a very stressful time for us. We hope you can help us. Thank you.

  

  Business Response

  Date: 02/10/2025

  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 on 2/7/25 regarding the additional documentation pending in order to review her claim under the terms of the plan. Once the additional information requested is received from *** ******** it will be reviewed.  However, until that time, we are unable to proceed with the processing of this claim.
  
  
  We thank *** ******** for her patience during the claim process.  
  

• Initial Complaint

  Date:02/06/2025

  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 bought a trip To ***** for that trip I bought Trip Insurance thru AON. Things went well until I got back to the states. I had to go thru customs and had a delay in customs. After I got out of customs I had to go to ***************** to get my luggage and they could not find it for a while maybe 30 or more minutes. Then I had to take a tram to ***************** Terminal and I my wife noticed my jacket was missing and my cell phone was in it. I had to go to security and call Customs Lost and Found. Also I had to make a Police report on losing my cell phone because Customs did not have my cell phone. After that I had to go to Gate 10 for my flight to ********** and we had a person look at the gate we were going out off, he agreed with his phone or device he had that it was gate 10 so he took us there and dropped us off at gate 10. I looked at the gate information and it did not show our flight and about a minute or two there was an announcement that there was a gate change an that was their final announcement to board. From Gate to Gate 20 was bit off a jog and my wife and I took off running to get to Gate 20 and when we got to the gate 20they had closed the plane doors and refused to let us board our plane. We had to go to Gate 24 and try to get the next flight out to *************** and that ended up being the next day. We were in *****************************, and it is huge. When I got to ********** I had a room scheduled too stay and I had to pay that because it was too late to cancel. I filed a claim with AON Insurance and they paid for my cell phone but would not imburse the cost of the Hotel in **********. My complaint was I had so many delays and problems I should pay for the cell phone and 200 plus dollars for the hotel room. They paid for the cell phone but not the room. I was told it was not a fault of ***************** so it was denied. If no delay getting my luggage at ***************** I would have made my flight,

  

  Business Response

  Date: 02/03/2025

  Dear *** *****  ************************************************ does not work with or sell AON insurance products. You have filed a complaint with the wrong company. We do not have a record of you in the ************************************************ system. To remediate your issues, you will need to file your complaint with the appropriate party. We kindly ask that you correct your mistake and remove your complaint with ************************************************* Again, ************************************************ was not a party to your original transaction and not a party to your complaint.

  

  Business Response

  Date: 02/10/2025

  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.
  
  The claim has been processed according to the terms of the plan purchased and therefore, no additional payment will be forthcoming.
  
  We thank *** **** for her patience during the claim process.  

  Customer Answer

  Date: 02/14/2025

  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: 

  I was delayed 4 times 1 in customs getting back to the states, 2 ***************** did not know where it was and had to find where it was,

  3 we had to go to another terminal and check-in and on the way there my luggage fell of in the Tram and my wife noticed that my jacket that

  was missing along with my cell phone. I went to Security and was told to check with Customs and then call the Police and make out a report.

  Security gave me the numbers and no phone turned into Customs so I made a Police report. 4 I was heading for our flight Gate and my paper

  work showed us leaving on Gate 10 and we stopped a person driving a cart and ask if he would take us too our flight and I told him my paper

  work showed Gate 10 and he looked an his had held unit and said that's what I am showing too. So he dropped us off at Gate 10 and about 5

  minutes or less I heard over the PA system "last boarding for our flight at gate 20!!! My wife and I tried to get to Gate 29 too find out they were

  just shutting the hate and I knocked on the door and said that,s our flight and he shook his head NO. After that we heard over the PA system

  "go to gate 24 if you missed your flight to book a return flight when the next available flight would be leaving. Well the next flight was 12:30 PM

  the next day. We tried to get a room be they wanted my credit card info B4 they would come and get us so I refused do too everything else we

  were having trouble with. By the was we flew into ******* IL and from Gate 10 too Gate 20 is not as short a walk or run you would think.

  I had accommodations in ********** **** reserved because we would be getting late and we had to pay for them because it was to late to

  cancel them because our flight was leaving at 8PM that night. We ended up spending the night in the airport until 11:30 AM the next day

  getting to *************. *** paid for my lost cell phone but would not pay for the accommodations I paid for in ********** *** 

  I had 4 delays and we had to have American Air Lines find our luggage  which was caused by the airlines and their cause for not settling

  our clam is it had to be a delay from the Air Lines and if we had no delay we would have made our flight. We had 4 delays and were told

  that our vacation Insurance would pay for and delays or problems. *** is refusing payment saying it was not American Air lines because

  the flight flew out on time but because they flew out of Gate 20.

                                                                                                  

  ***** ****
  
  
  
  
   
  

• Initial Complaint

  Date:02/06/2025

  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.

  Travel insurance for a cruise to ********* where I was unable to attend as a result of a hip fracture suffered shortly after arriving in country on 10/22/24. I was treated in the ******************** in ********* and stabilized enough in a hotel for a few days before medivac to *****************. Still unable to walk and wheelchair bound I was hospitalized in **********. Travel insurance claim was filed 12/10/24 and I have received numerous emails stonewalling the claim processing and asking for the same documents, additional flight tickets, and just today a note saying that prior medical records were for the wrong patient (they weren't). This should be a very clear cut case of inability to continue the trip due to medical injury.

  

  Business Response

  Date: 02/26/2025

  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 2/21 and 2/24 but were unable to reach her. Additionally, she should have received an email regarding reimbursement for her 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 her patience during the claim process.  

• Initial Complaint

  Date:02/05/2025

  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 purchase cruise line travel insurance I cancelled my cruise due to my anxiety becoming unbearable to cruise. I jumped through their hoops and got my psychiatrist to sign their release. I submitted the claim less than 12 hours later I got a denial letter because I wasnt hospitalized. They dont get to go against my doctors recommendations. They do anything to deny claims.

  

  Business Response

  Date: 02/07/2025

  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 on 2/5 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: 02/07/2025

  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:

  I dont accept their response, theyre not doctors and they have no idea the severity of my anxiety. Theyre just a greedy company and restricts refunds, spending a night in the hospital doesnt dictate a persons mental health or what they can and cant handle.

   

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