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:11/18/2024

  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.

  8/4/24 My family and I were going on a cruise. The cruise was purchased through **************************** and included travel insurance. The day of the cruise our flight was cancelled while in the airport. We were able to secure another flight to ******* and then to ***** to board our cruise through Norwegian cruise line. Unfortunately due to the tropical storm we were stuck in ******* and couldnt get a flight to ***** ******* for 8 hours. We returned back to ********* and later that week put a claim in with Aon Travel. They later informed me that none of the costs of my trip would not be reimbursed. The travel only covered catastrophic events to your home. Not for a tropical storm that denied travel. we were partially to our destination. I have been in contact with them ***** times over the past few months with no resolution. I would like some kind of reimbursement for the trip that my family and I never took.

  

  Business Response

  Date: 12/05/2024

  We have reviewed *** ****** complaint and would like to provide the following status on this matter.
  
  Our claims department has reviewed the claim and has attempted to contact the customer on 12/3 regarding the finalization of the claim but were unable to reach her. Additionally,a letter was emailed to her regarding the claim determination.
  
  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.  

  Customer Answer

  Date: 12/11/2024

  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:

  AON insurance stated that they would NOT refund any funds back for a trip that was never taken.  My family and I were in transit to the Port but were not able to get to ******* because flights were canceled.  This is unacceptable because their terms were not clear when purchasing this insurance.  All documentation was submitted and they still denied our claim. I respectfully would like a refund for a trip that was never taken and at no fault of myself. 

  ****** *****

  
  
  
  
   
  

  

  Business Response

  Date: 12/27/2024

  We have reviewed *** ****** additional complaint and would like to provide the following status.
  
  Our claims department has rereviewed the claim and has attempted to contact ********* however the contact number provided does not accept calls from unknown numbers, therefore we have been unable to reach her.
  The claim has been processed according to the terms of the plan purchased and therefore no reimbursement will be forthcoming.

  If the customer would like to discuss the claim further, they can call our office at ************. 
  

  
  

• Initial Complaint

  Date:11/14/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We filed a travel insurance claim for reimbursement of airfare of $5820 ($2910 each). with ***. They awarded us each $500! We appealed the decision and they said the amount was still $500! We took out travel insurance with *** for a Norwegian Cruiseline cruise from sept. 25-October 4, 2024. This event was not in any way our fault. Below is a timeline of what happened on Oct. ******.Wake up to **** of Norwegian Pearl at 5:45 AM, saying we cannot dock the ship because another ship. By 3:00 PM, we had missed our flights home from ******. We both go to Guest Services onboard the ship and ask for help to rebook our flights. The girl behind guest services (and I quote) said, Theres nothing we can do, youll just have to go to the airport and figure it out.Once we get to the ***********************, we explained our situation, the girl said we would have to buy new tickets.for $5820. We saw no other choice, but to buy the tickets. ***** ******* (wife of **** *******) IS DIABETIC AND NEEDED TO GET HOME TO GET ADDITIONAL MEDICINE. She only brought enough for the cruise.While sitting in the ************** (after booking our flights home). We get an email from Norwegian, saying they had rescheduled our flights for SUNDAY (2 days later!). *****, called the number on the email and told them we had already made our own reservations, could not stay 2 extra days because of medical reasons and to cancel the flights. The girl on the phone was sympathetic and said she would cancel the flights (she never did). So to summarize, the Norwegian cruise line caused us to miss our flights. Norwegian did absolutely nothing to help us get home until after we figured it out ourselves. We got an email AFTER WE BOOK OUR FLIGHTS, WITH NO HELP FROM NORWEGIAN. Norwegians solution was to wait 2 more days; which we could not do because of medical reasons. We purchased insurance to cover such unexpected problems. We are asking for total reimbursement of $5820.24.

  

  Business Response

  Date: 11/26/2024

  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 on 11/25 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.  

• Initial Complaint

  Date:11/13/2024

  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.

  Bought trip protection 8-22-24 insurance for a program beginning 3-2-25. My circumstances have changed and I cannot attend. I am moving to ********. Moving expenses and travel distance have excluded this trip. I was told by **** at Aon that these are not reasons for cancelling. I would have to plan on being injured or ill in March 2025.

  

  Business Response

  Date: 11/22/2024

  We have reviewed *** ******** complaint and would like to provide the following status on this matter.
  
  Our customer service department has contacted *** ******* to initiate a claim and claim forms were mailed to her on 11/22/24. Once *** ******* submits her completed claim forms and supporting documentation her claim will be reviewed.
  
  We thank *** ******* for her patience during the claim process.  
  

• Initial Complaint

  Date:11/12/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased travel insurance on January 24, 2024, when we purchased a Royal Caribbean cruise for four people to the *******. The cruise was scheduled for January of 2025. I had an ongoing condition resurface and was saddened when I unfortunately had to cancel the trip on September 19, 2024. However, I was encouraged and felt secure when I remembered that I purchased travel insurance with *************** just in case the unexpected would happen. When I reviewed the information for AON insurance company it stated that I could get a cancellation penalty waiver for up to 100% cash back for *************** cancellation fees if you cancel for a specified reason. One of those specified reasons was a medical reason with a doctor's note. I was relieved. I submitted my doctor's note, then all of the forms and additional requested medical releases that they requested. Today on November 8, 2024, I found out that I am not getting back my $1,000 deposit because my medical condition didn't require hospitalization. Nowhere in the documentation that I reviewed did it state that my medical condition required hospitalization, just documentation from my doctor which she provided more than once.This is extremely misleading and underhanded, and I am not in a financial position where I can accept that I am not receiving $1,000 of my hard-earned money because of a medical condition that I can't control. I am being punished for being sick and this is extremely wrong, and I am hoping that *** reconsiders and refunds me my $1,000 deposit so that I can take care of my medical expenses instead of them holding on to my funds that I really need based on a policy that they created.What kind of company keeps the money of a sick person when they need it for medical expenses? I am hoping that *** does not turn out to be one of these companies that only cares about the bottom line, money, and instead cares about helping people who have purchased insurance with them who may need it.

  

  Business Response

  Date: 11/21/2024

  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 regarding the finalization of the claim on 11/13 and 11/14. Additionally, a letter was mailed to the customer on 11/20 advising of the determination of her 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:11/04/2024

  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 was scheduled to depart on Friday, October 25th at 7:42am from ****** ** to ************* ** on flight ******. First delay for this flight came with a departure time of 8:00. ***** due to flight mechanical issues. Second delay came with a departure time of 9:00. Next delay came with a departure time of 10:00. Then another delay came with a departure time of 11:00. At this point (about 10:30) I got up to speak with an agent due to my international flight (FAT-SFO-FRA-GLA) I wanted to know 1) what are the chances that we would leave at 11:00 or even 11:30 (I knew this would not happen since the crew were still sitting in the waiting area). The agent stated that they were waiting to hear from maintenance to see if they would be bringing the plane back from the hangar. And 2) what were my options She looked at possible connections for me and stated that if she could get me to *** then there was a flight at 2:35 to ********* then to ******* but she wanted to see what would happen first. At no time was I offered any other connections with or without UA. No sooner had I sat down that ANOTHER delay came with a departure time at 4:35. At 4:56 I received a voicemail from ************ UA Fresno ticket counter wondering if I was getting assistance and that there is another delay with a departure time of 9:35 but more than likely it will be cancelled and they wanted to make sure that I would not be arriving at the airport for that flight Spoke with ****** from Globus at 11:00am. She said to contact insurance company. Spoke with ***** From Affinity (quite rude actually) stated that I needed to be delayed for 12+ hours. Well, it was! ****** even stated that there is a no reason cancellation. Hmmm!If I hadnt checked in then Globus would be handling but since u checked in now I have to go through Affinity. Didnt know that flight would be delayed and then canceled upon check in!On Saturday 10/26 filed claim. Have not heard from anyone!

  

  Business Response

  Date: 11/20/2024

  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 regarding the additional documentation required to rereview *** ********** claim for possible coverage. 
  
  The claim has been processed according to the terms of the plan until any additional information has been received. 
  
  We thank *** ******** for her patience during the claim process.  

  Customer Answer

  Date: 11/20/2024

  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.

  Though I am still waiting on a check regarding my complaint, I have been assured that it is being process. My check is for the land portion since the tour company is refunding my air portion. Thank you!
  
  Sincerely,
  
  ******** ********
  
  
  
   
  

  
  

• Initial Complaint

  Date:10/31/2024

  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 have been contacting this company since I found out I have cancer and was unable to go on my paid cruise. The reference number is *********, claim number is **********. They have said they have contacted my physicians three times for medical records. None of my three physicians have ever been contacted. I provided *** with a medical release form I the initial correspondence with them; that could not be the reason. I purchased the most expensive insurance that is to cover medical reasons for cancellation. I was sent through email a copy of the letter they sent to my three doctors. No where on the letter is there a return address! I found out their fax number which they did not state on the letter. It is **************.

  

  Business Response

  Date: 11/15/2024

  We have reviewed *** *********** complaint, and we are happy to provide status on this matter. 

  Our claims department has reviewed the claim and has contacted the customer regarding the finalization of the claim. 

  The claim has been processed according to the terms of the plan purchased and therefore, the customer's concerns have been addressed.

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

  Customer Answer

  Date: 11/18/2024

  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:10/30/2024

  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.

  In December of 2023, I purchased cruise tickets with Celebrity for 9 family members for a cruise in June. In May, my father started having a health issue that was not preexisting and he was not able to travel. He had been traveling once a month up until then. I had purchased insurance for them and canceled the trip in May for my parents, the other 7 went on the cruise. They said they sent information to the doctor, but the doctor says they havent received anything. We have shared medical records. Its October and I still dont have the money back and every time I call it seems like theres just something else that is wrong or missing. I am beginning to think they are not planning to give any back. We have made countless calls to doctors and insurance. They say that they will contact me 15 days after they receive information from the doctor, but not once have they reached out to me to say they got information from the doctor. Ive always had to call them. The latest is that the diagnosis code doesnt match. I dont have any idea how Im supposed to resolve that because I know nothing about diagnosis codes. I cant rely on them reaching out to the doctor because the doctor says theyve never gotten anything from them. The only reason the insurance has received anything is because I gave the doctor a fax number and asked them to fax records and information.

  

  Business Response

  Date: 11/05/2024

  We have reviewed *** ********** complaint submitted on behalf of *** and **** ****** and we are happy to provide status on this matter.
  
  Our claims department has reviewed the claim and has contacted the customer on 11/1 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 *** ******** and *** and **** ****** for their patience during the claim process.  

  Customer Answer

  Date: 11/05/2024

  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:10/29/2024

  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 booked a cruise in Feb 2024 and canceled it in July 2024. The Cruise line refunded 3/4 of the payment and referred us to AON Travel Insurance for the remainder. I filed a claim for medical reasons on 9.25, called 10.9, 10.17, 10.21 and ***** and they keep saying it is being reviewed, then they sent the doctor a request for my medical records via US Mail. No one can ever give me a clear answer of what is happening, I feel like I am getting the run around. I would just like my refund, the money that I paid and am entitled to.

  

  Business Response

  Date: 11/07/2024

  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 on 11/5 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: 11/07/2024

  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:

  While I appreciate their determination is that my "pre-existing condition" is a reason to deny my claim, I will be filing an appeal. 

   

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

  
  
  
  
   
  

  

  Business Response

  Date: 11/21/2024

  We have reviewed *** ******* additional 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 11/13 and 11/20. Additionally, a letter was mailed to the customer on 11/13 regarding the determination of her 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.  

  Customer Answer

  Date: 11/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, while I do not agree with their responses, a medical issue that required surgery prior to the date of the cruise and now I am having another one in December for the same issue. Should not hinder my ability to get a refund. I am exhausted dealing with this company. They only got responsive when I filed a complaint with the BBB. I am done and it can be "marked" as resolved.  
  Sincerely,
  
  ****** ******
  
  
  
   
  
  

• Initial Complaint

  Date:10/24/2024

  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.

  We booked a cruise on ********************* in May 2024 with a sailing date of Nov 14, 2024, at a price of $3133.40. I was diagnosed with a recurrence of Prostate Cancer on Aug 26, 2024. Radiation Treatment (and recovery) for this cancer was scheduled to run during the time of this cruise so we needed to cancel (Sep 24, 2024 - Dec 16, 2024). I was determined to be cancer free following my surgery in Mar 2023. We had purchased Travel Insurance for $258.00 (non-refundable). Carnival refunded $2575.40 and advised us the Travel Insurer (Aon Infinity Travel Practice) would be withholding an amount of $150 per person (for a total of $300). We could file a claim with Aon to refund the $300. We did this via the *** website and uploaded all the requested information. *** then requested a copy of my medical records. I explained I would not be sending them a copy of my medical records and I felt this was a violation of HIPAA. I have had my treating physician write a letter with the pertinent details as well as my family practitioner (attached). *** continues to send my treating physician letters asking for my medical records. My doctor absolutely will not release my medical records to ***. Today I received a letter from Aon (attached) telling me they would deny my claim if my medical records were not delivered. In reviewing the ******************** website regarding this travel insurance, there is no language requiring me to submit my medical records for some third-party ********************** company to review. I feel Aon has everything they need to arrive at a conclusion that this is a valid medical reason for having to cancel this cruise and should refund my money.

  

  Business Response

  Date: 10/31/2024

  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 10/28 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: 11/08/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  
  
  We have received our refund checks. Please update this case to reflect the matter is resolved to our satisfaction. Thank you.
  
   
  
  
  
  ******* *****
   
  
  
  
  
  
   
  
  
  

• Initial Complaint

  Date:10/15/2024

  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.

  August 29 2024 I was informed that I would need a right knee replacement revision, the surgery is 10-17-24. I was going to ****** ******** on 10-27-24, since I will not be able to walk my trip had to be cancelled. Globus's agent cancelled my trip and also forward me their Traveler *************** which I had travelers' insurance through Globus. I contact Aon Traveler Protection on 9-4-24, I returned all the paperwork per their request, then they need additional medical info from my Doctor, they emailed me that they mailed my doctor forms on 9-25-24. I called my doctor's office regarding receiving those additional medical forms from Aon, per my doctor's secretary, she had not received any other request from Aon, I called Aon and asked them to fax the form, I gave them the fax # and the fax# is on the doctor's original statement. As of this date my doctor has not received any additional request forms by mail, by fax or email for medical, plus they have not contact me, I have made several attempts to contact Aon and to resolve this. They REFUSE to REFUND my MONEY.

  

  Business Response

  Date: 10/21/2024

  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 10/15 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: 10/27/2024

  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.
  
  
  
  Aon did Resolve the complaint. I would like to Close the complaint.
  

  
  

   
  
  
  
  ****** *****