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:09/29/2025

  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 paid the deposit for a cruise $ ****** the balance being due, . I talked with my doctor about it because I had two heart attacks and she said well see so she retired. I didnt know she was retiring so I canceled my trip with the understanding I would get my money back I dont wanna put any more money into the trip not knowing if I was gonna be able to go due to my heart disease and not being able to fly 11 straight hours. All *** has done is asked for the same information over and over now to tell me they sent a request for my medical records. I feel as though they running me around in circles and from all the completes I read they make it a habit of doing this to senior citizens I think this is so unfair. When they advertise that if you have to cancel do too medical reasons youll get your money back. They could have ask for the medical records in the beginning instead of stressing me out with all that other stuff.

  Customer Answer

  Date: 09/29/2025

  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:09/05/2025

  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.

  ****** got sick March 20, 2025 while on the *** escape while docked on ************** FL. The medical center bill was ******* of which *************** paid *******. I have submitted the entire EOB from Anthem along with the entire copy of *** medical bill. They keep emailing me for this info. I have spoken with numerous CS folks to no avail. The last conversation was Sept 3 with ******** and then with her supervisor *****. I was left a voice mail by ******* ******* at 1:06pm Sept 3 and have left 2 messages responding to her message and have not heard back. This is most frustrating. I feel as though they are avoiding paying this claim. I have mailed them everything they've asked for.The cruise departed ** on March 15, 2025 for the ******* and returned March 23.We took travel protection thru *** at $119 each Certified mail sent July 28th to *********************************************** tracking **** **** **** **** **** ** and then again August 6 same address tracking **** **** **** **** **** **.On August 27 at 12:41 I spoke with ******* and she told me all the info was there and she would coordinate with claims

  

  Business Response

  Date: 09/08/2025

  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.
  
  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:08/29/2025

  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 was only issued an electronic refund of $451.89, despite the fact that I was the only passenger in the cabin. According to your representative, I would need to dispute the remainder, and the balance could only be refunded by check. Unfortunately, that check was never received because it was sent to my physical address instead of my mailing address, even though I had provided the correct mailing details.This error has caused unnecessary inconvenience and delay. I should not be required to go through additional disputes or wait for mailed checks when an electronic refund is both possible and was initially used for part of the refund.I am therefore requesting that the full and correct refund be issued to me electronically, without further delay. Please confirm once the refund has been processed and provide me with documentation of the full refund amount.If I do not receive a resolution promptly, I will have no choice but to escalate this complaint to the ********************* of Insurance and any applicable regulatory bodies overseeing consumer protections.I expect written confirmation and the corrected electronic refund within 10 business days.

  

  Business Response

  Date: 09/10/2025

  We have reviewed *** *****s 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:08/28/2025

  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.

  I purchased travel insurance with this company for a *************** cruise for July. I was unable to take the cruise as my father whom was recently placed in hospice became more ill. I did not want to be out of the country given his impending death. I filed a claim in early July with Aon Affinity travel. As of today August 27th they continue to give me excuses why my claim is not resolved.1- in July noting all forms were not I totally submitted- the affidavit required for my resin was submitted twice.2- the company claims they reached out the doctor in the form via **** for additional documentation- that request was not received.3-I reviewed early August the claim updates and found *** wanted more medical records. I find this to be invasive as they have the affidavit from the doctor as to my fathers condition.4-I reached out via email to AON with a direct contact to the Hospice Org we are working with for care to oversee their requests, they are still reaching out only to the doctor.

  

  Business Response

  Date: 09/10/2025

  We have reviewed *** ********* inquiry and would like to provide the following status. 
  
  Our claims department has reviewed the claim and has contacted the customer regarding documentation required to finalize the claim.

  The claim has been processed according to the terms of the plan purchased until such information is received. 
  
  We thank *** ******* for her patience during the claim process. 

• Initial Complaint

  Date:08/27/2025

  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.

  So maybe Im being impatient but due to AON travel insurance reputation I must be proactive. My partner and I paid for a **********************, my partner had a life threatening an allergic reaction to shrimp. Well while we were traveling to *********** we had to cancel the trip. First I called Royal Caribbean who then directed me to my travel agent. I cancelled the booking with our agent and then filed the insurance claim with ***. *** first requested my partners full medical history which I told them no because they were trying to look for a pre-existing medical condition to not pay us out. The only medical condition that should be examined is the one that prevented us from continuing with our trip. I submitted every document *** asked for and still our claim is not moving along. They stated ten days but I understand ten days to complete the entire process but it should not be ten days to began processing the refund for the trip. This insurance company is shady, they have a business relationship with *************** so Im unsure why they are claiming that they need additional documents from my travel supplier when the travel supplier and my travel agent have already shown proof of us not boring the ship and cancelling our trip. If progress for our claim is not made by the morning of the 29th Ill be proceeding to the State Department of Insurance. As I am getting tired of battling insurance companies that look for anyway to not pay out those that purchased their services in good faith. We will not be treated this way, I find it quite alarming that my wifes full medical records were even being requested, and this in itself is a violation of HIPPA law. I am hoping AOn travel insurance will do the right thing by us soon.

  

  Business Response

  Date: 09/04/2025

  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: 09/04/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: 

   Im writing this on September 4th, attached is a photo of my claim with AON. My claim has not even begun to be processed. Supposedly the hold up is *************** as they havent released a cancelled invoice showing we never made it on the cruise. *** and *************** are partners, its been nearly a week and still no invoice from *************** and no update from AON. Why would a $400 claim take this long. It was only a 3 day cruise. 

  **** ******
  
  
  
  
   
  

  

  Business Response

  Date: 09/10/2025

  We have reviewed *** ******* additional inquiry, and we are happy to provide status on this matter.
  
  Our claims department has contacted the customer regarding this additional inquiry and we have provided him with the requested update including his final claim determination
  
  We thank *** ****** for his patience during the claim process. 

• Initial Complaint

  Date:08/20/2025

  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.

  While, on vacation March 2025, I went into acute renal failure, requiring me to get off of the cruise and go to a local hospital receive treatment, purchase new airfare to get home for continued treatment. I submitted the claim to Aon with all of the details and all of the receipts. They refuse to pay a portion of the claim which was the bulk of the claim approximately $6103.88 until they received the confirmation that this would not be paid for by my general insurance. I submitted the denial paperwork from both primary and secondary insurance. This was uploaded more than four times and upon each request that they made stating they have received the documents. I have confirmation email stating that the documents have been received and that they will be processing the claim. It has been five months and I have made multiple email and phone call request to resolve the problem. I just received an email stating that they never received the documents and have closed the case. I would like the payment that my policy provides for as I have not only provided them with the receipts of the charges, but Ive them with the documentation of denial payment from my primary USA based insurance, which is what is required for them to process the payment. I would like you to assist in getting them to pay me the balance that is due.

  

  Business Response

  Date: 08/25/2025

  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:08/20/2025

  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.

  Between December 13, 2023, and May 12, 2024, we paid in full for a Caribbean cruise. We also paid for travel insurance through ***. During this time, I suffered a major injury that caused L3 and L4 nerve root damage due to surgery on my back. This nerve pain has prevented me from walking for long periods or even standing. Due to the type of surgery, I was ordered by my doctor not to travel by air or, especially a cruise due to possible harsh movements. I have followed every direction this company has asked for. They also requested that I send a signed ***** release, which I have done. My doctors have sent them their reports stating their medical reasons and my conditions. We notified the travel agency, which in turn started communication with the insurance company, and we have requested a full refund of $1,009.00, which they have rejected. Tell me, what is the point of having travel insurance, especially through this company, if an accident occurs and they refuse to pay the claim?

  

  Business Response

  Date: 08/25/2025

  We have reviewed *** ************* inquiry 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.
  
  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:08/13/2025

  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 a cruise for my parents 40th wedding anniversary anniversary in March 2025. In May 2025, my mother was diagnosed with breast cancer. After a biopsy, we discovered it was stage 4 cancer and it had metastasized to her brain. She was advised to get radiation and chemotherapy immediately. We filed a claim for a refund and provided doctors statements. *** is now requesting documentation from the oncologist for April 2025. She wasnt diagnosed until May. We have been dealing with this claim for over 3 months.

  

  Business Response

  Date: 08/25/2025

  We have reviewed *** ***** inquiry on behalf of her parents, and we are happy to provide status on this matter.
  
  Our claims department has reviewed the claim and has contacted the customer 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:08/04/2025

  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.

  Late June I had to cancel a person from the carnival cruise 7/18- 7/22 and was told to contact Aon to receive a refund for cancellation penalty . After all paperwork was complete and returned after trying to contact them to get refund they never did call me back when requested a supervisor and reason why I couldn't get a refund . They refused to tell me why I was awarded a refund

  

  Business Response

  Date: 08/13/2025

  We have reviewed *** ****** inquiry on behalf of *** ***** and would like to provide the following update. 
  
  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:08/04/2025

  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 am writing to bring a matter concerning a cruise cancellation to your attention. In May 2024, I booked a Carnival cruise for January *****, 2025, and opted for travel insurance through ***. Unfortunately, due to my father's passing, I had to cancel my trip shortly after he entered hospice care. Given the circumstances, I believed cancellation would be understood by all parties involved. However, after several months of negotiation, ******** denied my request for a 75% refund toward a future cruise, directing me to file a claim with Aon instead. *** is now requesting sensitive information that violates ***** regulations, which I am hesitant to provide. The crux of the matter remains that my father's death prevented me from taking the cruise, and I had insurance precisely for such unforeseen events. The total cost of the cruise was $3,121.30, and the travel insurance cost $238, totaling $3,359.30. I had hoped for a 75% future credit, but that was not allowed, and now I'm facing financial losses if this isn't resolved. Prolonged dealing with this issue has taken a toll on me, and I believe it's time to escalate the matter further.They have requested documentation, including my father's death certificate, authorization for the release of medical information, the physician's contact information, and additional medical documents for special authorization. Initially, I thought this was standard protocol for filing a claim, but the request for detailed information seems to be an oversight unrelated to the cruise. Unfortunately, losing my father meant I couldn't attend bottom line. I have all of the documents saved that I can forward you and the letters that I have received asking for all this information.

  

  Business Response

  Date: 08/18/2025

  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 by phone regarding the finalization of the claim on 8/11/25 and 8/12/25. Additionally, a letter was emailed to the customer on 8/14 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.