Complaints

This profile includes complaints for Aon Affinity's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Aon Affinity

  707 Wilshire Blvd #2600 Los Angeles, CA 90017-3533

• 

  Aon Affinity

  1925 Century Park E #1350 Los Angeles, CA 90067-2714

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:04/04/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  To whom it may concern this is to report *** travel protection plan.I decided to take a cruise originating in *********** final destination in ********** decision to take this cruise was to bring my mom from *********** to *******, which was a four days cruise.I explain to the agent that my mom was not feeling well but was now feeling better and stronger and that I was purchasing the cruise in **** that I will bring her home (FL) with me. The agent decided to call ************* directly and advise them of the situation . They advised that I take a protection plan that will guarantee me full refund in the event that my mom can make the ******* the time I purchased the cruise, my mom was in a condition to travel ; however, The doctor did a home visit and said that she is no longer in any conditions to travel.I called the protection plan AON, who advise that the doctor had to fill out a form in which he did. *** then said that my mom had a pre-existing condition. The very same reason why I took the protection plan and at her age, who does not have a pre-existing condition and still ********** then they sent the doctor another form. I had to fly to *********** to get that second form (pay for both to get filled out) because they had no fax number/email nor a return envelope. So its been about 2 months that I have been claiming my refund in which I have not received anything. Als, I met some people who also told me that *** gave them a hard time and did not receive a refund just credit.May you please advise me in this matter .Thank you ******* ******* ************

• Initial Complaint

  Date:01/17/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 disputed my claim three times now. Reference Number: ********* Claim Number: 25CCL00772.The first rationale given to me for the refusal to refund me for my trip was that my fever, and other symptoms/diagnosis that my physician listed did not qualify under sickness for a refund. I asked what they defined as sickness and what is covered under sickness if my diagnosis does not qualify. I did not receive a response to this. The second response to my dispute was that my physician note that was dated for 01/07 is the reason for my refusal to refund me. My physician dated when my symptoms began, and they began before the cruise date. My physician was closed the weekend before my trip that was scheduled Monday 01/06, and my physician did not have availability to see me when i called 01/06. I was seen when there was availability. My symptoms worsened the night of 01/05. I called my physician 01/06. He said not to go on the cruise, and i certainly was not going on a cruise feeling the way i did, and risk infecting others.I need a resolution here. Ive received two reasons for my refusal. There is no where on the policy that stated i needed a note signed from my physician showing i was seen before the take off date. I was only told i had to cancel my trip before take off.I did what i was told, and i am still refused my refund. Please help me get my refund for being sick, and too sick to attend the cruise.Goodness, i am still ill at this time from whatever I have!

• Initial Complaint

  Date:01/06/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  03/09/2024. Purchased cruise insurance for $150. My husband had leg amputation 03/28/2024. I cancelled the cruise before the final payment was due and was told to file insurance claim for $250 not reimbursed by ********. I filed claim and provided medical paperwork from surgery which included discharge paperwork. This is what was asked for. Now want him to sign a release for his entire medical history. They are saying he knew about the surgery when the cruise was booked which is ridiculous. We have been given the runaround. I provided what was required and they refuse to pay. Now Im out $250 from the cruise and $150 for the useless insurance. Im out more money than I would have been without the insurance. I would like them to uphold their obligation or at the very least refund what I paid for the insurance.

• Initial Complaint

  Date:12/10/2024

  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.

  In September 2024, We booked cruises (booking numbers for all parties Q8XZ59, Q8XZ98, and Q8XZ81). Estimated amount of money we spent was at a little over $3,000 each so the total was over $9,000 We purchased travel insurance as we knew one of the individuals who was traveling with us might be unable to go. This person fell broke him, then a week later had 2 ******, has to have a ****** and wear adult diapers, and can not stand or walk. On December 2, 2024, it was apparent this person would not get any better and his health has gotten worse. He is on hospice care, so we called our travel agent, the insurance company, and ********************. Which is way before the 15 days stated on insurance policy. We are being told we can't get a full refund, need to pay additional $500 each for a total of $1,500 to cancel. We want a full refund. This company is not upholding to there cancellation policy or travel insurance.

  Business Response

  Date: 12/16/2024

  We have reviewed Ms. ******** *******'s complaint on behalf of ******* ******* and would like to provide the following status on this matter. 
  
  Our claims department has reviewed the complaint and has attempted to contact the customer by phone regarding her complaint and claim on 12/12 and 12/13 but were unable to reach her.

  At this point no documentation has been received by Ms. ******* for the claim, therefore her claim cannot be reviewed. 
  
  If the customer would like to discuss the claim further, they can call our office at ************. 
  
  

• Initial Complaint

  Date:09/20/2024

  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.

  I booked a Celebrity cruise. Celebrity cruise says if I want travel insurance, I should use ***. Bought the travel insurance (Invoice attached). Because of the Israeli war, Celebrity writes me to tell me the changed this Israel cruise to a Greek cruise (email attached). They say I can cancel because they know the itinerary is completely different. I cancel (cancellation invoice attached) and Celebrity refunded me all my monies. I put in a claim to *** to ask for the insurance money back because I am not going on this cruise. The denied my claim (AON response attached). I called to complain and waited for a supervisor. Still was denied. Boy I want to get into this business. They collect monies for cruises that get cancelled by no fault of the cruise passenger. They must make a fortune.

  Business Response

  Date: 10/02/2024

  We have reviewed Ms. ******* 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 10/1 regarding her request for a premium refund.
  
  Ms. ****** was advised per the wording in her CruiseCare Vacation Protection Plan that requests for cancelation of the policy and request for a full refund of the premium must be done within 10 days after purchase of the plan. The plan has been in use by her since the date it was purchased providing Ms. ****** with trip cancelation protection.
  
  Based on the before mentioned plan wording, her premium is no refundable. 

  Customer Answer

  Date: 10/02/2024

   
  Complaint: 22314215
  
  I am rejecting this response because:
  
  Sincerely,
  
  ********** ******

  Customer Answer

  Date: 10/04/2024

  **** contract said I had to cancel within 10 days of buying their insurance.
  
   Celebrity didnt let me know that they cancel the Israel cruise within the 10 days after I bought the insurance. 

  What a joke!  If I knew who to write to complaint to whatever agency monitors Insurance practices I would.

  Right now I give up. Shame on AON. 

  Business Response

  Date: 10/30/2024

  We have reviewed Ms. ******* additional complaint, and we are happy to provide status on this matter.
  
  Our claims department has reviewed the matter and we have attempted to reach the customer by phone regarding her request and its resolution on 10/29 and 10/30. As we were unsuccessful via telephone, letters were emailed to the customer on 10/29 and 10/30 advising of our efforts to reach her to discuss the matter and its resolution. 

  If the customer would like to discuss the resolution, she can call our office at ************. 
  
  We thank Ms. ****** for her continued patience during the review of this matter.  

• Initial Complaint

  Date:09/18/2024

  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.

  I had paid for travel protection for my *************** cruise. A few days before we were set to sail my friends husband needed emergency surgery where she would end up being the caregiver. Royal said I would be eligible for a full refund. This horrible company denied my claim saying her HUSBAND wasnt family.

  Business Response

  Date: 09/23/2024

  We have reviewed ************* ********* 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 9/18 and 9/20. Additionally, a letter was emailed to the customer on 9/20 advising of our efforts to reach her to discuss the claim. 
  
  The claim has been processed according to the terms of the plan purchased. 
  The following is a link to the terms of the plan for *********** to review: ***********************************************************;
  If the customer would like to discuss the claim further, they can call our office at ************. 
  
  We thank Ms. ******** for her patience during the claim process.  

• Initial Complaint

  Date:07/17/2024

  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.

  I booked a Royal Caribbean cruise through United Cruises on 14 June 14 2023, and paid $260 for "Travel Protection" to United Cruises at that time. My booking was cancelled by Royal Caribbean on 17 October 2023 because the ship had been chartered. United Cruises held itself out as a partner of Royal Caribbean, and since the cruise was cancelled by said partner (and through no fault of my own), I am requesting a return of the $260 travel protection fee, which was collected by ***.

  Business Response

  Date: 07/29/2024

  We have reviewed Ms. ********* complaint and would like to provide the following status on this matter.
  
  Our claims department has contacted the customer by phone on 7/23 to review the refunds for her cruise that were offered by the cruise line. In addition, the customer was advised that her premium is not refundable at this time per the plan language.
  
  We thank ******************** for her patience during the claim process.  

• Initial Complaint

  Date:05/28/2024

  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 cruise protection from Carnival/AON in December when booking a cruise for **** of 2024 with my father. In February of 2024 my father was diagnosed with terminal Mantle Cell Lymphoma and was told he could not go on the cruise. I filed a claim for this insurance, only to be ignored for three months. When I finally got someone on the phone, I was told first they denied my claim because the medical verification from the doctor had not been provided and my claim was closed. Only after I argued and said I had uploaded it three times did they transfer my claim to an "examiner" who then stated my claim was denied because my father had a pre-existing condition as he had seen his primary care physician in December, prior to booking the cruise, and his lymph nodes were swollen. I explained that it wasn't until February when we learned that he had cancer, and in December when his lymph nodes were swollen, there was no diagnosis at all and we had no idea that it was anything more than a flu or similar, no indication he was terminally ill and we would not be able to take a vacation six months later. The "examiner" stated that it was a pre-existing condition and the claim was denied. Based on my experience with AON, their entire process is to attempt to deny a claim for any reason, no matter what the situation.

  Business Response

  Date: 06/03/2024

  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 finalization of the claim.
  
  Unless ********************** submits additional documentation to rereview the claim, the claim has been processed according to the terms of the plan purchased and there is no reimbursement forthcoming. 
  
  

  Customer Answer

  Date: 06/03/2024

   
  Complaint: 21769555
  
  I am rejecting this response because:
  

  Carnival Cruise lines and Aon are not medical staff and are not trained in determining the relationship of medical issues   The paperwork submitted from the oncologist shows the diagnosis date which is when the illness was diagnosed and the date that should be used.  I am attempting to get another letter from the doctor (again) but in the interim I do reject this response as they are drawing medical conclusions they are not trained or educated to determine.  The medical professionals provided the information on the diagnosis date which is what should be used   

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

  Business Response

  Date: 06/13/2024

  We have reviewed ************************** additional complaint and would like to provide the following status on this matter. 
  
  Our claims department has contacted the customer by phone regarding the finalization of the claim on 6/6/24 and 6/7/24 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 ************. 
  
  

  Customer Answer

  Date: 06/17/2024

   
  Complaint: 21769555
  
  I am rejecting this response because:  I still disagree with the answer.  The Aon staff are not medically trained professionals and are not licenses to make medical decisions for insurance.
  
  Sincerely,
  
  *************************************

  Business Response

  Date: 06/24/2024

  We have reviewed ************************** additional concern and would like to provide a status on this matter.
  
  Our claims department has contacted the customer regarding the finalization of the claim and discussed her claim and the plan she purchased. 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. 

  Customer Answer

  Date: 06/25/2024

   
  Complaint: 21769555
  
  I am rejecting this response because I still disagree with their determination.  Their determination was made using erroneous assumptions they made about medical conditions which they are not trained to diagnose.  *** continues to blame Carnival Cruise Line's policy and Carnival Cruise line continues to blame ***.  Seems like a very nice way for both companies to get out of paying claims.  
  
  Sincerely,
  
  *************************************

• Initial Complaint

  Date:02/16/2024

  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.

  Travel insurance reimbursement

  Business Response

  Date: 02/27/2024

  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 2/20/24 but were unable to reach him.  Additionally, the claim payments should have been received by the customer on 2/22/24.

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

  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:01/09/2024

  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 have made a ****** cruise reservation for this Christmas 2023, my two boys and me. It was a surprise for my older son who's away in college. When I decided to told my son, he told me he took ************ with his friends, and he became very anxious where he couldn't breathe and his heart beating very fast. They had accommodated his by returned to shore- and took my son to the hospital. My son told at time he didn't call me because he didn't want to worry me because I am in ********** and he's in *********. When he me I immediately called and cancelled because it's family trip we traditionally done every Christmas as family. During process I was told I will receive a portion from ******- the told cost $8880- I have received $ ****. I have purchased insurance, company of AON affinity. They would decide if get the balance of $2220 back. And I am writing AON decided to denied my claim with reason not my reasons is NOT valid. Please help me.

  Business Response

  Date: 01/19/2024

  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 by phone regarding the finalization of the claim on 1/10 and 1/11 but was 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 ************** for her patience during the claim process.