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:01/02/2025

  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 # ********** Reference # ********* We purchased a travel protection plan for a Virgin Voyage cruise planned for 9/27/**. Due to Hurricane *****, we were unable to travel. We have submitted documentation to Aon, including proof of power outage at our home on the day of travel. We have made multiple attempts calling and emailing Aon for an update on our claim since 9/27/**. Per the companys policy (attached), our plan should cover our travel cost, yet we have not heard anything from the company. We would like full reimbursement for our travel and trip costs as soon as possible.

  

  Business Response

  Date: 01/17/2025

  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 1/16 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: 01/17/2025

  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 contacted on 1/16/25 and was told that my claim would be paid, but it was not confirmed when or how much. I would like to keep this case open until my claim is actually paid.  Thank you so much for all of your help in this matter!

  ******* ****

  
  
  
  
   
  

  

  Business Response

  Date: 01/27/2025

  We have reviewed *** ***** additional complaint, and we are happy to provide status on this matter.
  
  Our claims department has rereviewed the claim and has contacted the customer on 1/17/25 to advise of the amount of reimbursement forthcoming. Since *** **** did not accept the electronic payment a physical check is being mailed to her.

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

• Initial Complaint

  Date:12/30/2024

  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 travel ins with this company for a Globus Bus Tour thru ******** and *****. I left three Untukit Shirts in my hotel room in ******. I noticed them missing in *****. I told my tour guide and called Globus. Globus said report when you get home. I contact hotel management by e mail and provided that to ***. *** just rejecting my claim as not properly reported. I did report to venue.and provided proof. I told your guide. How do they want me to provide documentation for that. I called Globus to. Cannot make police report as i was in another city. This company is just scamming and trying to get out of what the are suppose to pay

  

  Business Response

  Date: 01/06/2025

  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 1/3/25 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 his patience during the claim process.  

  Customer Answer

  Date: 01/06/2025

  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:12/28/2024

  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.

  Changed booking due to a medical emergency:My family had to change the sail date on the above two bookings due to a medical emergency. My son had an aortic root replacement surgery on 5/28/24. He also had a second surgery to repair the remaining dissection on 8/8/24. Therefore, we pushed our family vacation back one year to give ****** time to heal. I was advised that the fees charged for this change were $375 on room ****** and $250 on *****. I submitted a travel claim to cover theses expenses. Since my original submission we have been given the run around. We have received letters stating that did not get or can't see a form, that they called the The cruise company and confirmed that the current cruise was not cancelled "why would it be", to they see we received onboard credit (which was a promotion credit from the cruise line). More than once, I have submitted all documents required for this claim. As of today, the claim has been closed out with no resolve.

  

  Business Response

  Date: 01/13/2025

  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 1/6 regarding the finalization of the claim.
  
  The claim has been processed according to the terms of the plan purchased as based on the information received from the cruise line there was no insurance on this booking as it was transferred to another sailing. 
  
  We thank *** ***** for her patience during the claim process.  

• Initial Complaint

  Date:12/24/2024

  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 purchased insurance from this company for a cruise that was booked. It was offered with our purchase and I assumed it was through ****************. It was not. I was set to take this trip with my parents in the beginning of Jan 2025. I purchased this because my father, a decorated veteran, has terminal cancer and this was to be a last family trip for us. However, unfortunately, my father has since fell very ill and is being moved to hospice care. I provided this company with a letter from my fathers oncologist stating his condition months ago. He stated that my father is entering hospice and gave his diagnosis along with diagnosis codes and information to reach him personally. Even though this is all they stated was required they are now requesting medical records from not only my dads oncologist but also his primary care AND his radiologist. Working in the healthcare field for 18 years, Im unsure why they need records from all 3 physicians. Also. Again. Working in the health care fieldmedical records are not free of charge. Which I tried to explain to this company. I spoke with the medical records department who also stated they have not sent the records because payment is required for those records and the company has not provided it. I reached out to the company who have yet to tell me what specific information they need from his records. I again explained his entire medical record is over ******* pages. I advised I could get the records they needed and send them, but couldnt be given the exact information the company wanted. No one seemed to know. They keep stating they want his entire record. This company is very clearly a scam. We paid $500 a person for me, my mom and father for this insurance as they advertised on the cruise website that we could cancel for any reason. That is clearly not true and now they are stating we only had so long for them to receive the medical records to get a refund. This again was not stated anywhere.

  

  Business Response

  Date: 01/07/2025

  We have reviewed *** ********* complaint sent on behalf of her parents, 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 and reimbursement of her parents claim on 1/6 and 1/7 but were unable to reach her.
  
  The claim has been processed according to the terms of the plan purchased and therefore, the customers concerns have been addressed.

  If the customer would like to discuss the claim further, they can call our office at ************. 
  
  We thank *** ******* and her parents for their patience during the claim process.  

  Customer Answer

  Date: 01/08/2025

  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 did call back immediately after both attempts from the company to reach me. I left 3 voicemails but have not heard back. I did receive an email stating my parents claim had been resolved, however my claim has not. I am the caregiver for my father so I also filed a claim but am still waiting on a resolution on that claim as well. Thank you 

  **** *******

  
  
  
  
   
  

  

  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 1/9 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:12/18/2024

  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.

  We purchased a tour, air fare and travel insurance (AON Travel Insurance) through *********. On Aug 4, 2024 my flight was canceled due to severe weather. We could not get another flight for more than 48 hours. I contacted ********* and they could not find us a flight any sooner and they could not connect us with our tour after it left. We worked with ********* for hours on the phone. We had booked a flight (+48 hours) but ********* could not find transportation to catch up with our tour, we therefore had to cancel our tour and ********* issued a Cancellation Invoice that was needed to file a claim with AON Travel Insurance. I contacted *** and they denied the claim, I appealed this, and they reopened the claim. I told them that I would accept another tour or a refund of my tour costs. I was told that ********* had to issue the tour vouchers. ********* told me that *** was responsible for the vouchers. I have submitted the documents showing the flight was canceled and that the airline had issued a severe weather notice. The airline refunded the cost of our flights due to involuntary flight cancellation. I have phoned AON numerous times, they kept telling me that my claim was still in review. Finally, I got a call from a ****** from AON and she left a message. I have phoned her back 5 times and left voice messages. She had not returned my call. The travel insurance that I purchased through ********* was a Costsaver Travel Protection Plan that included "Future Travel Credit Certificate, receive a future travel credit if you need to cancel your trip for any reason not covered in the plan - 100% of cancellation charges". Our flight (**** and ***** *********) were canceled due to severe weather, our next flight could not be booked for more than 48 hours - too late to meet our tour group. ********* could not connect us with our tour a any later date. Now *** has denied our claim, reinstated our claim, delayed and delayed and lately just not responded.

  

  Business Response

  Date: 12/27/2024

  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 on 12/20 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: 01/02/2025

  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. I have been contacted by *** and I was told that I would receive travel vouchers for a future trip. However, as of January 2, 2025 I have not received these vouchers. I trust that *** will honor their contract in the near future. I filed this claim with *** in August of 2024.
  
  Sincerely,
  
  **** *********
  
  
  
   
  
  

• Initial Complaint

  Date:12/16/2024

  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 already filed a complaint through this BBB. I havent heard anything from ***. *** refused to do anything about my claim I filed with them. I bought their insurance through **************** and **************. They lost my luggage and put two holes in my other suitcase. I want some action on this claim. Thank you ***** ******

  

  Business Response

  Date: 12/27/2024

  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 12/24, 12/26 and 12/27 but were unable to reach her regarding the reimbursement of 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.  

  Customer Answer

  Date: 12/27/2024

  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:12/03/2024

  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.

  Tour Dates: October 11, 2024 to October 25, 2024 Occurence Report Date October 25, 2024 Date of Occurence October 22, 2024 Claim Number: ********** Reference Number: ********* Booking Reference Number: ****** Tour: **** **** Suitcase ******* ****** ********* Suitcase was new and on 22 October 2024 the Coach Driver Broke the Lock. I reported the Incident to the Tour Director. The Tour Director took a Picture of the Broken Lock for her Records and Provided me an Incident Report 25 October 2024.I filed a Claim with AON AFFINITY TRAVEL PRACTICE after I returned. 19 November 2024 I received an email, Letter Attachment, requesting written proof of loss detailing the circumstances of the loss. Further the Letter stated "A proof of loss can be a statement from an appropriate local official such as the police, hotel proprietor, tour guide of transportation official describing the loss, theft or damage of the insured property".19 November 2024 I responded to the Letter. I uploaded another copy of the Occurrence Report from the Tour Director and a Response to their Letter. I checked the *** Website and it Directs me to call AON Affinity Travel **************. I've been told to wait 15 Days, I'd receive a Response Monday 2 December and again to wait 15 ********** of the Broken Lock was Uploaded to AON Claim Site. Information on the Cost of the Suitecase. Request: *** Have a Business Repair the Damage, Replace the Suitcase or cover the cost to replace the suitecase.

  

  Business Response

  Date: 12/19/2024

  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 on 12/18 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: 12/19/2024

  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:11/20/2024

  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.

  I purchased Aon travel insurance for a Carnival Cruise that was set to depart October 4-7 out of **************, *******. A few days before the cruise, Hurricane ****** hit and devastated **************, **************, ******* and *******, rendering many areas without power. I am located in ************** and due to power outages and road damages in **************, ******* and *******, I was physically unable to travel to the port. My travel companions and I called each gas station along I-95, the route that we were required to take from our residences to **************, and each one was still without power or was unable to provide gas due to power outages or damage from the hurricane. I still wanted to go on the cruise but would not physically be able to drive there safely between damages to the roads and the inability to fill up gas with all of the gas stations being without service due to the hurricane. I explained this to Aon Affinity and they denied my claim. My travel companions, who were set to go on the same exact cruise on the same exact dates, filed a claim with Aon Affinity for the SAME EXACT REASONS and were approved. I was in contact with Aon multiple times, explaining the situation and explaining that my travel companions claims were approved for the same dates/reasoning. They continued to deny my claim. I asked for an explanation on how one person's claim could be approved and another person's claim can be denied for the same reason but they would not answer my question. They said someone would be in touch; I missed the call and called them back repeatedly and left voicemail messages, but they did not return my call and sent me another email saying the claim is still denied without explaining why my travel companion's claim was approved but mine is not. I do not understand how one person's claim for the same dates/reasons can be approved but another person's denied. This is inconsistent and unfair. I even provided my companion's claim information.

  

  Business Response

  Date: 11/25/2024

  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.
  
  The claim has been processed according to the terms of the plan purchased and *** ******* should have received an email regarding her reimbursement. 

  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:11/20/2024

  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.

  My wife and I left the ***************** on 9-1-2024 for *******. In ******* we were to fly to ********* for an Alaska cruise through **********************. When we arrived in ******* we were informed that our flight to ********* would be delayed 1 hour and 10 minutes. While we were waiting we were informed our flight through ********** to ********* would be delayed an additional 3 hours and 30 minutes. At that time my wife called Celebrity and informed them of our situation in ********Celebrity told my wife that the cruise ship would not wait for us if we were late. As a result we had to cancel our flight to ********* as well as our cruise because we could not arrive in time to board the cruise ship. The best option at that time was to return home to ********* that night. When we filed our initial claim with *** we were told we would receive only $198.00 because we were considered a no show for the cruise. We contacted our travel agent who contacted Celebrity and received a letter that said we were not a no show and that the reservation was canceled as well as the flight. Aon received this letter and later gave us a refund of $600.00 and said that is the maximum refund they allow for a delay. It was not a delay but a cancellation. They refuse to bend their rules. They do not return telephone calls and continue to delay and give us the run around. We spent $348.00 for travel insurance through them and they have reimbursed us for a small portion of our cruise which they insured for. We are asking for $3326.00 for the unused portion of the cruise which we never got to take because of issues that were beyond our control.

  

  Business Response

  Date: 11/29/2024

  We have reviewed *** and **** ******** 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 11/21 and 11/26 regarding the finalization of the claim.
  
  The claim has been processed according to the terms of the plan purchased.
  
  We thank *** and **** ******* for their patience during the claim process.  

  Customer Answer

  Date: 12/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that  

   Today, December 5th, we received an email stating that each of us would receive $150.50 each for the trip delay. We received $99.50 each earlier in October. On the bottom of the email was an explanation for the amount we received. It stated the plan pays the lesser of the expenses or benefit of $250 per night per person; 2000 max. This is the first time we received any explanation for any money we received other than Aon telling us we are receiving the maximum amount for a delay and when we returned home the delay ended. If we had not contacted the BBB I dont believe we would have received the $150.50 each. Again it wasnt a delay, it was a cancelation. See the attachments. There has been sporadic communication with the agents from *** and they have not returned phone calls in a timely manner if at all. Several voice mails they have left have been difficult to hear and have been rushed. I feel Aon should pay us the remainder of the 2000 max which amounts to $1500 for the other days/nights we missed.

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

  

  Business Response

  Date: 12/27/2024

  We have reviewed *** ********* *********s additional complaint and would like to provide the following status on this matter.
  
  Our claims department and has contacted *** ********* on 12/27 by phone regarding the finalization of their claim. As has been advised previously, and discussed thoroughly with *** and **** ********* their claim has been adjudicated in accordance with the terms of the plan and no additional reimbursement will be forthcoming. 

  We thank *** & **** ********* for their patience during the claim process.  

  Customer Answer

  Date: 12/29/2024

  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:

  [Your Answer Here]

   Our flight ( ********** AC 109) was delayed in ******* initially for 1 hour and 10 minutes to ********* due to unscheduled aircraft maintenance. Later the delay was extended to 3 1/2 hours. Because of this delay we were unable to make it to ********* for our Alaskan cruise. As a result we had to return home that same night. *** insists our delay ended when we decided to return home and we received the maximum amount of one night. I reviewed the travel policy and I do not see this policy. Aon has no empathy and no sympathy towards our plight on September 1st. It appears to me it is a beaucratic rrsponse to our situation and to many others. *** does not treat their customers as ************** complaint will never be resolved because *** wont take our situation into consideration.We Are taking the same Alaskan cruise next year and we are using a different travel insurance company. Also we are going one day early so Aon doesnt blame our travel agent for not telling us to go one day early.

   

   

   

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

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

• Initial Complaint

  Date:11/18/2024

  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 attended a Celebrity Cruise from December 28, 2023-January 2, 2024. I was injured on the cruise the first night (12/28), where I ended up breaking my left foot. I went to their infirmary and they requested I go to the hospital in ******************** by ambulance. Unfortunately, due to the pain I incurred I did not have my credit card on me, however, my sister, ***** *****, was with me and put the ambulance charge on her Discover Card for a total of $220.00. I have been fighting with the cruise insurance- which I paid for- for full reimbursement and more due to the lack of cooperation and my displeasure with the experience. I was subjected to a wheelchair the entire cruise duration and I received NO handicapped accommodations (handicap-accessible room, privileges, etc.). I have been dealing with this back and forth communication, with no resolve, for almost a year now. No one has been able to rectify this situation and it is completely disheartening.

  

  Business Response

  Date: 11/25/2024

  
  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 11/20 and 11/21 regarding the additional documentation that is required to finalize her claim. Once this required documentation is received ************ claim will be reviewed.
  
  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.