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:07/23/2025

  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.

  Not told have to put claim through my home owners insurance first. When I purchased this travel policy. My luggage was stolen in *****. Not at my home. Why purchase travel insurance if they are telling you must go through home policy first. *** is fraudulent insurance.

  

  Business Response

  Date: 07/28/2025

  We have reviewed *** ********** inquiry, 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.  

• Initial Complaint

  Date:07/21/2025

  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.

  My husband and I took an Iberian Peninsula ***** **** ******, 2025 on Oceania Cruise line ******* We purchased travel Insurance which Oceania contracts with ***. Unfortunately, we both got sick. There were a lot of travelers coughing and we tried to protect ourselves by wearing masks. Nonetheless I contracted Influenza A and my husband ended up getting pneumonia. At the end of the trip we were overheard conversation of how there were people with COVID on the cruise. No percautions were given to the rest of the passengers.We had to pay Oceania almost $9k for medical expenses and *** is making us jump through hoops to reimburse our funds. I have files claims through ******** but cant file ******* until I get EOB from ********. ******* is saying if I purchased travel insurance the travel insurance insurance becomes my primary insurance which means I cant file a ChampVA claim until i get an EOB from AON.I am trying to follow the process but Oceania cannot provide me with the necessary info to put on the claims. I have ******** (primary) and ******* (secondary). My husband is a disabled vet but the medical was not related to his connected disabilities. But I still cant file a claim without NPI numbers. I specifically purchased travel insurance in case of medical ************** seems like AON Insurance is trying to prolong the reimbursement or trying to avoid reimbursement for my out of pocket expenses.I dont know what else I can do to 1) get the info I need to complete claims processing and 2) speak to a claims adjuster to completely understand why they need what they need and how to get the information I need to give them what they need

  

  Business Response

  Date: 07/28/2025

  We have reviewed *** ********** inquiry, 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

  Date:07/21/2025

  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.

  Went on cruise with *************** and purchased the travel insurance with *** through them.During trip my wife had an accident and medical emergency resulting in surgery and multiple days of hospitalization in ****** with a significant bill . *** repeatedly asks for the same information over and over with out reviewing. We have submitted invoices, disembarkation forms, medical files over and over. Only to get requests for the exact same information we submitted. Latest phone call that we had to initiate said they would respond within 10 days. That date again has long passed.

  

  Business Response

  Date: 07/24/2025

  We have reviewed *** and **** ****** inquiry, 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 trip interruption claim benefit.
  
  Additionally, the customer has been advised of the additional documents needed to finalize the medical benefit 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: 07/25/2025

  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:07/18/2025

  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.

  Had a cruise set for may 2025 and paid this company for insurance. Due to medical issues, I have ** alone with multiple other issues, we were unable to attend the cruise. The cruise paid us back right away for the extras we purchased but we have been waiting for *** to pay the balance of the cruise. I've sent multiple medical records, even sent a ROI for them if they needed anything else but still they said it wasn't enough, I eventually got frustrated and asked if they needed the blood of my first born and that I feel violated with all the information I've already sent.... don't ever use these people

  

  Business Response

  Date: 07/28/2025

  We have reviewed *** ****** inquiry, 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

  Date:07/15/2025

  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.

  On 11/7/2024, I booked a cruise for 5 adults and 2 children with Royal Caribbean for a 5/31/2025 departure. The total amount paid was $7,218,97; $6,048.47 for rooms w/************ fees; $523.00 for travel protection (AON) and $647.50 for gratuities. A legitimate medical reason, forced me to cancel the trip on 5/7/2025. On 5/12/2025, *************** refunded $1,537.97 for ************ fees. I filed a claim with ***, Claim Number *********** On 5/13/2025 *** denied my claim. On 5/16/2025, I received checks (2) one adult & one child in the amount of $1,777.00 from AON, based on acceptance of the medical claim. On 5/23/2025, I received via direct deposit to my checking account the amount of $1,930 from AON, based on acceptance of the medical claim for two adults and one child. I have supplied *** will ALL of the medical support documentation they have request, but to date, the remaining refund in the amount of $1,451.00 has NOT been issued. I have spent countless hours on the phone with *** trying to get this remaining refund resolved, but to NO avail. As instructed, I have left messages with **** S, ************** who are "working" on my claim, but NONE of them has ever returned my calls. Five of the individuals have received FULL refunds based on the medical justification. For whatever reason two of the individuals (my ***************** have NOT received a refund for the cruise fare. Any help you can provide to get this issue resolved will be greatly appreciated. Thank you. Sincerely, **** H *****

  

  Business Response

  Date: 07/22/2025

  We have reviewed *** ******* inquiry, 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 Answer

  Date: 07/24/2025

  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:07/13/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Booked a cruise on Celebrity Silhouette for May 18, 2025. I took out insurance in case of cancellation. I sent a ** note explaining why I could not go. I just received a check for$129.00 reimbursing my insurance. Never received the balance from the cruise

  

  Business Response

  Date: 07/16/2025

  We have reviewed *** ******** inquiry, 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

  Date:07/11/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Paid for trip insurance. Unfortunately I was unable to go on the trip for a documented health issue. I filed a claim with Aon Affinity Travel Practice months ago and I have had no response except a canned "we are still working with whomever to get more information" I truly believe their strategy is delay delay delay and hope I will forget. It seems like a fairly easy claim documented by my primary care physician.

  

  Business Response

  Date: 07/22/2025

  We have reviewed *** ********* inquiry, 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 Answer

  Date: 07/22/2025

  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:07/10/2025

  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.

  *** has repeatedly refused to pay for an insurance claim for a cruise fare that my wife and I needed to cancel because of a family member's hospitalization. We were scheduled to depart on the cruise on 3rd of July. In May of 2025 our son serving in the ************ was injured while working on a remote US Airbase on ************* in the Pacific west of ****. His injury led to infection, pneumonia and a stroke. He was evacuated to the ***************** on *****After being advised of his serious condition we immediately made plans to be available for his eventual return to the *** to provide parental ********** early June we notified the Cunard Cruise Line of our need to cancel the trip. Cunard understood our problem and immediately issued their portion of the refund. The remaining portion of the fare, $ ******* was to be remitted by *** covered by their travel insurance policy issued thru Cunard once I filed a claim which was ******* lieu of obtaining a statement verifying our son's hospitalization signed by military doctors on Guam which was difficult to even try to obtain (the military's standards for releasing medical disclosures is even more stringent than HIPAA) instead, we were able to provide a letter from our son's commanding officer verifying his illness and hospitalization. This should have been sufficient and obvious to fulfilling any verification requirement on **** part. (attached)*** has refused to accept this despite their knowledge that ****** cooperated fully.Our son is now home and as expected when cancelling the trip, we are assisting him with his recovery and rehab.We find it outrageous that AON cares more about their bureaucratic processes by rejecting a commanding officer's verification by insisting on using a boiler plate form rather than assisting a military family under stress.All we want for a resolution is the refund due us of $******* and to register this complaint with the BBB so that others may know what type of company *** is.

  

  Business Response

  Date: 07/16/2025

  We have reviewed *** ********* inquiry, 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 Answer

  Date: 07/22/2025

  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.
  
  Please be advised that I acknowledge my case has been resolved. Payment from AON travel insurance was received this past weekend. 
  
  ***** *******
  
  
  
   
  
  

• Initial Complaint

  Date:07/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a claim with AON Travel Insurance on March 6, 2025 for a trip that my daughter and myself were unable to make due to the flight being cancelled by the airline. The flight was booked through ***************. The flight was cancelled and every effort was exhausted trying to get myself and my daughter to ***** in time before the cruise ship set sail. I sent in receipts and the information from the airline regarding the flight being cancelled due to mechanical error. I was told by a representative of *** that claims typically take about 15 days before a decision is made. After the 15 days went by, I checked the status of my claim online a few times to see if a decision was made. I called Aon on 04/08/25 to inquire why it was taking so long to make a decision. I was told by ******** that she will follow up with a claim reviewer and to not call back to just wait for someone to contact me. On 04/16/25, I received an email from *** stating that they "are unable to provide a refund due to the restrictions set forth in the Cancellation Penalty Waiver Program." The letter went on to list the reasons they would issue a refund for cancelling. None of reasons listed nor the decision made applied to my claim because I did not cancel the flight. It was cancelled by the airline. When I explained this to ******* the representative I was speaking with, she proceeded to tell me to refile the claim. After I objected to refiling the claim, ****** created a ticket for a call back from a claim examiner. Aon then responded with a cruise credit of a little over $1600.00 which does not even cover one third of what was paid for the trip.

  

  Business Response

  Date: 07/28/2025

  We have reviewed *** ******** inquiry and would like to provide the following status. 
  
  Our claims department has reviewed the claim. We have contacted the customer to discuss the issue and to confirm to her that we are obtaining the additional information needed to resolve her inquiry. 
  
  We thank *** ****** for her patience during this process.  

• Initial Complaint

  Date:07/03/2025

  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.

  I purchased a cruise for my partner and I, however due to the murder of our son, there were court proceedings that were going to take place during this time, so we had to cancel. *************** had no problem with a full refund; however, the travel insurance has made this an extreme nightmare. At first, they denied it and the agent I spoke with, ****, escalated it and he then called me back to say he had received approval to overturn the original decision, and it has been approved for payment. The extenuating circumstance was understood, and a decision was made to refund the money. Now they have the audacity to send a letter stating after an internal review an overpayment was made and they're requesting the money back. Their employee whomever reviewed my appeal APPROVED it and how dare you ask that I return the money after you've overturned and approved this. And all of this is being done 3 days before the anniversary of our son's murder. This is unacceptable, they cannot go back on an internal decision that was made. The money has been paid to ****** to clear this account. I would like resolution to this matter.

  

  Business Response

  Date: 07/08/2025

  We have reviewed *** ********* inquiry, 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.
  
  We thank *** ******* for her patience during the claim process.  

  Customer Answer

  Date: 07/08/2025

  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.  They have rescinded the request for a refund.  A copy of the letter is attached.
  
  Sincerely,
  
  ******* *******