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:02/06/2025

  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.

   

  ******* *****
  
  
  
  
   
  

• Initial Complaint

  Date:01/31/2025

  Type:Billing 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 their travel insurance, got drenched in a rain while waiting for Norwegian tardy bus. I caught pneumonia, had to use the medical staff on board to treat the illness. Ive been charged by the credit card company for the $5100 and getting nothing but a song and dance from ***.

  

  Business Response

  Date: 02/10/2025

  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 2/3 and 2/4 but were unable to reach her. Additionally, *** ****** should have received an email regarding her reimbursement.
  

  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: 02/10/2025

  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 sent me an email to give them a credit card number, it was not acceptable, they wanted my debit card number. I dont give out my debit card because I dont have the same coverage as when I use my credit card number. And now they will send me a check in 7-10 days. Why would I believe them since the **** theyve put me thru. 

   

  
  
  *** ******
  
  
  
  
   
  

  

  Business Response

  Date: 02/17/2025

  We have reviewed *** ******** additional complaint and would like to provide the following status on this matter: 
  
  Our claims department has rereviewed the claim and has contacted the customer by phone regarding the finalization of the claim on 2/12 and 2/13. Additionally, a letter was emailed to the customer on 2/12 advising of our efforts to reach her to advise of the check sent to her including the claim number and date sent. 
  
  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:01/29/2025

  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.

  We booked a cruise on *** with ***********, including travel insurance by Aon Affinity Travel (*******). Unfortunately, the cruise was booked based on incorrect information provided by the cruise line. Before booking, we inquired about eligibility to travel while pregnant. *** directly said to me that we were okay to cruise on our selected dates. However, we actually were too far along in the pregnancy, based on their policy. After I realized and explained the situation, both *** and *********** have refunded 100% of the monies they received. Yet, *** refused to return any money or premium which they received, even though they understand that there is nothing for them to insure. I've spoken with them on the phone and have followed up with more than a dozen email correspondences, and they still refuse to return the $370 that they received (paid through ***********), even while acknowledging that there is nothing for them to insure.Reference # ********* Claim number **********

  

  Business Response

  Date: 02/03/2025

  We have reviewed *** ****** complaint and would like to provide the following status.
  
  Our claims department has reviewed the claim and has contacted the customer by phone on 1/29 and 1/30 regarding his complaint but were unable to reach him.
  
  Based on the wording in the certificate of insurance the terms of the plan allow for refunds of the policy within 10 days of the purchase date of the plan. The plan has been in use by *** ***** since the date he purchased it and has been providing him with trip cancelation protection prior to, and regardless of, any cancelations of trips by travel suppliers, therefore the premium is non-refundable.
  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:01/28/2025

  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.

  On 7/17/23 we purchased travel insurance through Cunard Cruise Line while booking a trip. Our trip was Dec3-10 on ***** **** 2 from ***. Upon arrival to the port; luggage handlers took our bags. One of those was my CPAP. My CPAP arrived in our room mutilated beyond repair. I started the process of a claim that evening aboard the ship, working with ******, ****. I began the claim with *** upon return home. I filled out their forms, attached photos and information. Since that time; *** has told me to turn my claim into my homeowners insurance and repeated requests for documents I dont posses. I have told them I dont have that document 4 times over a two week period. The document is from ****** and I wasnt provided with any. They continue to drag their feet in resolving this claim. I am requesting a check to replace my CPAP machine and supplies at $1429.00

  

  Business Response

  Date: 02/07/2025

  We have reviewed *** ******* complaint, and we are happy to provide status on this matter.
  
  Our claims department has reviewed the claim and has contacted on 2/3 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: 02/07/2025

  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:01/21/2025

  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 booked a cruise with ************** on September 20, 2024 for a total of almost $4,000 with a sail date of December 26, 2024. When making this booking, I was currently within the early weeks of pregnancy. I was let known via ************** website that it was okay to travel when pregnant however, they had a cut off for the amount of weeks you could be in order to travel and I was within this time frame so I was okay to travel at the time. I did decide to purchase travel insurance with this trip in case anything regarding my health changed. As I progressed within my pregnancy, I started to experience health aliments and my doctor informed me that it was in fact not safe to travel. ****** ******* let me know that if I was not cleared with my doctor to travel that I would not be able to board the ship. Due to this, I then filed a claimed with *** for a refund for this trip. I figured since this was something that I purchased and was informed to have incase an health issue arose, they would help me out with my issue in which they did not at all. I submitted a claim on December 4, 2024 to *** regarding my health concerns and they did not respond to me until January 13, 2025. My claim was denied because, according to them, my "pregnancy complication" was not considered a "pregnancy complication" which I don't quite understand when my doctor filled out to documents for me to submit letting me and them know that I could not travel. I am currently at high risk for preeclampsia, have to monitor my blood pressure 3x daily and taking medication daily. I was not cleared to travel by a licensed OB/GYN which means I would not have been cleared by ****** ******* to travel. So now at approaching my third trimester, not only do I have to worry about the health of myself and my child, I have to worry about this issue due to them not wanting to assist pregnant women. I am have emailed them and have yet to receive any type of correspondence.

  

  Business Response

  Date: 01/27/2025

  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 additional documentation needed to rereview her claim on 1/22 and 1/23 but were unable to reach her.

  A letter was emailed to ********* advising of the documentation required to rereview her claim. Once that documentation is received, the claim will be rereviewed.

  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:01/21/2025

  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 booked a cruise with Norwegian on Aug15,2024! I paid $318 for insurance with Aon Travel. I was diagnosed with **** ****** on Oct 23. I was scheduled for lung surgery on Dec 12. I went for pre op on Dec ********************************************************* I wouldve been able to go on the cruise Jan *******! Unfortunately my surgery was Dec 30! Aon Travel insurance denied my claim to return my money because they said insurance went into effect on the date of my last payment which was in September and my **** ****** became a preexisting condition because it was during the 60 days since I made the final payment on the cruise! I feel people should know of this practice. If you dont investigate yourself, no one at the cruise line will tell you about this policy!! As if having **** ****** isnt bad enough I lost $2400 from the insurance! I was thankful that at least Norwegian gave me a 75% cruise credit less the $318 for insurance! I just feel people need to understand how the insurance actually works! I lost over $700 for getting **** ****** within the 60 days after the insurance went into effect! What is the sense in taking insurance! Its not like I wanted to get **** ******! I was planning on taking another cruise once I am fully recovered but why not give me a 100% refund for a future cruise less the $318 for insurance!! Now I will be forced to pay out more money for a cruise I had already pay for!! Aon travel insurance is not paying me for what I spent!! People in general need to know if you take insurance for a cruise and something happens within 60 days of making your final payment you will be denied coverage!!

  

  Business Response

  Date: 02/05/2025

  We have reviewed *** ********** complaint and we 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 1/31 and 2/3. Additionally, a letter was emailed to the customer on 2/3 advising of our efforts to reach her to discuss the claim. 
  
  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:01/21/2025

  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.

  Payment to AON Travel Protection - June 20, 2024 Amount paid $369 Trip - Italian Mosaic with Globus Tours Dates- September 27-October 9, 2024 The Travel Protection plan was paid with Full vacation package (Tour, Air and Travel Protection) as it was offered by Globus Tours as a Travel Protection for Italian Mosaic tour. I

  

  Business Response

  Date: 01/22/2025

  We have reviewed **************s complaint and would like to provide the following status. 
  
  Our claims department has reviewed the claim and has contacted the customer on 1/21 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: 01/24/2025

  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:

  1. AON is not willing to pay for the Trip interruption for more than 1 day. AON argues that I used hotel room for 2 nights after hospital visit, as part of vacation. But the hotel room was not used for the purpose of vacation with the intention when the vacation was purchased. The hotel room was used for the purpose of doctor's ordered bed rest, and icing of both legs, as it  was prescribed by Italian doctor from *****************. The hotel room was  used as a treatment room in this case. I followed Doctor's order and had no other place for bedrest, but the hotel room.  I was bedbound, and confined to the hotel room, with swollen legs, covered in ice, not able to take a shower, or wear normal shoes,  following hospital discharge. *** has not offered any help to provide me with food, medical supplies, translator services in the hospital, wheelchair, transportation to the hospital or back to the hotel. *** has failed to provide emergency evacuation back to ** earlier than October 9, 2024 for a proper evaluation, and treatment in the English speaking facilities.

  2. The delay in proper diagnosis and treatment of the fracture on one foot,  and torn ligaments on both feet caused complications and delayed healing. I was not offered MRI of the feet in *****. I was not properly diagnosed in *****, I was not given a cast or a boot to stabilize the fracture in *****. I had to stay in the boot/ cast until December 15, 2024 (longer than usual) due to the delay in treatment.

  3. MRI in ** showed that injury of both legs/feet was significant. The trip was interrupted for 3 days, plus lots of emotional/physical distress and suffering for a lack of assistance from *** in foreign country (*****) and no Italian language translator help in **************** (doctors didn't speak fluent English). It was a  lot of pain and suffering after I returned back to **, due to misdiagnosis in *****, and I had to wear boot/cast until December 15, 2024 (longer than normal injury).The vacation was ruined, the trip was ruined, I came back home on a wheelchair. The injury was very painful, lack of support from *** was devastating. I purchased travel protection for the trip to feel safe and supported in case of emergency, or illness, or injury there was NO support from ***. Before I purchased the Policy, I was told by *** customer service that my Policy will cover me in case of trip Interruption and I will be reimbursed for a lost time. It was NOT my fault that AON could not arrange an earlier evacuation back to US for treatment,  and I had to stay in the hotel room waiting for the initially scheduled departure day, that was October 9, 2024. 

  It was supposed to be a trip of a lifetime, I used my lifetime savings to pay for the trip (around $6972) and the amount offered by *** for 1 night trip interruption, doesn't reflect the real loss, physical and emotional, and financial.

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

  

  Business Response

  Date: 02/03/2025

  We have reviewed *** *************** additional complaint. 
  
  Our claims department has contacted the customer again on 1/31 regarding the finalization of the claim.
  
  As has been advised previously, and discussed thoroughly with *** ************** her claim has been adjudicated in accordance with the terms of the plan and no additional reimbursement will be forthcoming. 
  
  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

   

   The response from AON Affinity Travel does not resolve my complain as I disagree with this decision. AON Travel Interruption Policy states ************ will reimburse You, up to the Maximum Benefit shown on the Schedule of Benefits, subject to any applicable sub-limits, if You interrupt Your Trip after Your departure or if You join Your Trip after Your Scheduled Departure Date due to any of the following Unforeseen reasons that occur while this coverage is in effect for You: Your Sickness, Accidental Injury or death, that results in medically imposed restrictions as certified by a Physician at the time of Loss preventing Your continued participation in the Trip. A Physician must advise to cancel the Trip on or
  before the Scheduled Return Date." I purchased AON Travel Protection to make sure my medical my trip will be protected in case of illness, injury and it was not.

  Sorrento Hospital Doctor gave a written prescription for 72 hours bedrest, with icing on both feet, that meant I could not continue with the schedule and activities of the planned vacation to *****. I was told in the Hospital(doctor didn't speak English and communication was very difficult) that I  could not continue with any activities and planned itinerary of the trip, that meant Physician prescribed Trip canceling. Doctor meant Trip Canceling when ordering bedrest for 72 hours.  AON didn't  provide ANY translation services on October 6, 2024 in the hospital and I had to rely on random people or ****** to help to communicate my discharge instructions from the doctor. Hotel room was the only place for the bedrest. As I mentioned previously, the hotel room was NOT used for  vacation, as planned. It was used as a recovery room for a Doctor ordered bedrest.

  Additionally, I have  never walked the streets of ********, I have never seen ******** and Amalfi coast, I have never took a tour of Capri, never toured *******. I may never have the experience I was hoping to have during the trip, as my vacation was interrupted. I have to purchase another trip to ***** to see all the places I could not visit due to the trip interruption. I request a full reimbursement of my vacation in the amount of $6972,  the amount I paid.

   

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

• Initial Complaint

  Date:01/21/2025

  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 became sick with acute viral syndrome and cough 3 days before a ****** cruise on 12/27/.24, I had 2 visits to urgent care and saw a medical provider and was given prescription medications and diagnosis. I provided all this documenetation to *** and they still want more. Trying to get out of refunding me for my cruise costs.

  

  Business Response

  Date: 01/27/2025

  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 1/22/25 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:01/09/2025

  Type:Sales and Advertising 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 is at the end of life, transitioning. I had to cancel a Carnival Cruise and had her primary doctor provide an official letter. *** will not honor the doctors letter. Now the doctor need to fill out a for provide personal information of my dying mother

  

  Business Response

  Date: 01/13/2025

  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 1/10 regarding the finalization and reimbursement of their 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: 01/14/2025

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