ComplaintsforAon Affinity Travel Practice

Insurance Services Office

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Initial Complaint
04/16/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I filed a complaint for a Cruise we were to take to ****** April 30 and I had an injury for the last six months on my foot injured. All the nerves on my left foot. I sent the insurance company protected me for the cruise all the information from doctors telling them how I need physical therapy every week, I sent them everything they requested and then they went from the very beginning request proof of insurance with them, including cancel checks, etc. They clearly know I have insurance with them and gave me a claim number. We keep going round and round and Ive still not got paid for it.
Business response
04/22/2024
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 customers concerns have been addressed.

We thank ********************** for her patience during the claim process.
Customer response
04/22/2024
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
03/25/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
RCC states my cancellation charges were $**** on RCC cancellation invoice.*** never asked me for this document , they simply stated RCC was wrong. *** never provided an accounting how **** is factored down to $800+ and then to my refund, according to AON, $547.50.I purchased insurance AON insurance, expecting my $2300+ cruise fair would be covered if I had to cancel....I did as I required surgery and am still recovering,
Business response
04/03/2024
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 customers concerns have been addressed.

We thank ****************** for his patience during the claim process.
Customer response
04/04/2024
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
03/22/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I payed for travel insurance with AON Affinity Travel for a cruise with Carnival Cruise line. A week before leaving I had a gallbladder attack. On 1/18/2024, I saw my doctor and he recommended I not travel and referred me to a surgeon. I canceled my trip and sent AON a note from my doctor stating that I had been seen and it included his recommendations that I not travel. As of today 3/21/2024 they are requesting very specific additional information about my current medical history. My doctor has informed that due to HIPAA laws, they cant insist on the specifics of my health. The letter stating I was seen and told not to travel should be enough for a full refund. This company also makes it impossible to correspond by email. Making communication with them as difficult as possible. Even when I try to respond to an email received from them, it bounces back. It seems their goal is to make the process so difficult, a consumer will eventually give up.
Business response
04/03/2024

Cant reach by phone

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 3/25 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 ****************** for her patience during the claim process.

Customer response
04/04/2024
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
03/21/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I took a cruise on 3/3/24 and purchased the vacation protection thru AON in the event me or my guest were unable to go on the cruise (because it had been booked since 2020), anything between the time I booked it and the time of the cruise could happen which is why I paid for the protection. Well turns out I learned that my guest was unable to attend, so I had to find someone else to join me on the cruise. In doing so Carnival charged me $229.00 because my original guest was unable to make it (made no sense to me, but I had to pay it). Carnival advised me to turn in a claim with AON for a reimbursement of the charge. I contacted AON and was provided with a REF# ******* as was advised that there was nothing they could do and that my guest would need to turn in a claim, I advised them that I paid for the cruise 100% and that my guest didn't loose anything I did and I was requesting that they provide me with the protection that I thought that I was paying for when I accepted their vacation protection package. The Rep. was polite but unable to award coverage.
Business response
03/27/2024
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 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
03/18/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased insurance with AON through my travel agent. I was informed that if I bought the insurance it would insure a full refund of my travel expenses. When my husband got sick and we had to cancel our trip, I filed the claim. Now AON is only willing to give me half of my money back. *** never sent me a policy or any information in writing giving me guidelines on how the policy worked. I believe they and the travel agency ****** Brothers purposely do this to scam travelers out of their money. I would love for them to somehow be investigated or at least exposed to others so they don't go through the trouble I went through. I also want the rest of my money that I was told I'd receive if I purchased the insurance.
Business response
03/26/2024
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 3/22 but were unable to reach her. Additionally, a letter was mailed to the customer on 3/22 advising of our efforts to reach her to discuss the 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 response
03/29/2024
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
03/15/2024
Complaint Type:
Service or Repair Issues
Status:
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.
My husband and I was supposed to go on a cruise but unfortunately due to my back surgery, I wasnt allowed to travel. So I decide to cancel my cruise and filed a claim on 2/18 to receive a refund for my cruise. I have sent the proper documentation and still havent received any response. Its been a month now and Id like to receive my refund asap. There never a problem with them taking your money to buy the protection but when it comes to the consumer filing a claim to get a refund, they make it impossible to do so. I tried calling today numerous times to no avail. It tells you that I was going to be transferred to someone but no one is on line on the other side of the phone. Need to get my money back asap!
Business response
04/01/2024
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 3/27 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 response
04/02/2024
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:
The issue has not been resolved. They claimed that I had a pre existing condition so they denied my claim. I think that its ridiculous because even though I have a bad back, it had gotten worse hence I had to get a back surgery and thats why I had to cancel the trip.
*************************************************

Business response
04/08/2024
We have reviewed **************************************** additional complaint and would like to provide the following status on this matter.

Our claims has contacted the customer again on 4/3/24 regarding the finalization of the claim.

The claim has been processed according to the terms of the plan purchased.
Initial Complaint
03/12/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Took the *** Insurance$218 for our Norwegian Cruise set to sail on March 2 (7 day cruise). We booked and paid in full November 2023. $2110.76 was the total cost for me and my daughter. When had plenty of time to fly and board the ship but due to mechanical issues and inclement weather, our flights were delayed. We talked to the Cruise line and was told we had to be there by 3pm at the latest. We would not make it until 4pm with the continuous delays. She advised us that its totally up to the Captain if we could get on at the first port. Okay....now what are we suppose to do. The cruise line doesn't care and the *** insurance is fraud and a joke. We purchased the insurance for in case of an emergency. Mother nature or an Act of God doesn't seem to be an emergency to them. We are out a lot of money and then had to replan a vacation last minute causing us to pour out thousands for a hotel and car rental, food, gas, etc. Why do they have you take insurance if they aren't going to cover an emergency that is out of your hands??We want our money back!!! It's fraud and they should be shut down! We want our money back now!!!
Business response
03/26/2024
We have reviewed ************************** complaint and would like to provide a status on this matter.

Our claims department has rereviewed the claim and has contacted the customer regarding the finalization of the claim. The 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.
Initial Complaint
03/08/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I obtained travel insurance for a cruise that I purchased through Cruises Only for a trip that was scheduled on Royal Caribbean 2-17-24 through 2-22-24 Room ****. I paid for the insurance through AON at the time of the original booking around May 2023. I also paid my final payment for the trip in Oct 2023. I found out that I had cancer and needed Chemo treatments and was unable to go on the cruise right after I had completed my booking information and printed my boarding passes. I have been trying to get refunded from AON since I filed my first claim Jan 19 2024. Each time I send documents they are "unable to open them" but I have to wait ***** days to find out. I have sent my documents 1-19-24, 1-26-24, 2-7-24, 2-13-24 then on 2-23-24 I not only sent them again but I also had them FAXED to them. Now I am told they need a cancelation notice ok I got that for them today 3-7-24 and sent it to them but now it will be another ***** days to see if what Cruises Only sent was good enough. All I want is my refund from the insurance that I paid for but no one at AON seems to care. Please assist me in finding out WHAT DO THEY NEED to pay me back quicker than waiting a few more months.
Business response
03/22/2024
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 customers concerns have been addressed.

We thank *** **** for her patience during the claim process.
Customer response
03/26/2024
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
03/04/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I paid $359 for AON travel insurance for a cruise (cost: $2,874) and airfare (cost: $799), but was diagnosed with serious cancer just before the trip. My doctor said that I could not travel. I paid the full price for my daughter to take the trip instead. Supporting documentation on all of this is attached. For some reason AON has approved the payment for the airfare, but not the cruise. We have submitted documentation multiple times and had many phone calls with AON. They have repeatedly promised call-backs from a Claims Examiner, but I only received one such call - in which she said that it appeared that they had everything necessary to process the claim. The **************** representatives in *************** are polite but ineffectual - they can do nothing but read from scripts. When transferred to a Supervisor, that person can only promise to have a Claims Examiner call me. I am tired of explaining the whole situation to AON employees and have them make empty promises that someone will help me. It certainly appears that the goal of AON is to delay the process as long as possible rather than honor their contract. I am owed full reimbursement of the cruise price and will accept nothing less.
Customer response
03/04/2024
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
03/01/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have to cancel my Princess ****** to ****** on Nov 29,2023 prior to 2/22/24 scheduled traveling due to my surgery, and doctor's advises. Doctor's notice, Princess ****** confirmation and cancellation fee letters have been provided to AoN and Princess ****** but I did not receive any refunds from them. Both Princess ****** and AON denied my claims. This sickness was the cause of my trip cancellation. The $200 was a non-refundable miscellaneous and it was part of my total ****** ******** Cost. Base on the Term and Condition of the "Fee Waiver Program" that Princess ******/AON have offered in the policy. I am entitled to get my non refundable back.WHY TRAVEL PROTECTION?Cancellation Fee Waiver Program: Princess ******** Protection Platinum Plan You never know what might put your vacation investment at risk. The last thing you want to think about is "what if" when you're planning your vacation. Princess ******** Protection can help protect your travel investment against the unexpected from the time you leave until you return home. Here's how...Cancellation Fee Waiver Program: 1// Any Reason ****** Credits: -Reimbursement provided in the form of future travel credits if cancellation reason doesn't qualify for a cash refund. __100% of cruise retained cancellation fee 2// Cancellation Fee Waiver:-Reimbursement if you need to cancel your trip for illness, injury, death and more___Cash refund up to total cruise vacation cost.
Business response
03/20/2024
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 3/18/24 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 ********** for her patience during the claim process.
Customer response
03/21/2024
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. Again, thank you so much for your help.

Sincerely,

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

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