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:08/01/2025

  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.

  We had to cancel our Tauck cruise due to my husbands sudden illness. We purchased the insurance when we purchased the cruise and there is no pre existing condition provision. We provided 2 letters from our doctor indicating he could not travel as of 5/20/2025. They still want his medical records! This is overstepping and this company has to be stopped. They bully their customers. They sit on our money and refuse to pay!

  

  Business Response

  Date: 08/11/2025

  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:08/01/2025

  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 purchased A ****** World trip for January 25 through February 2, of 2025. This included the extra purchase of travel insurance. On January 22 of this year my sister went into **************. I canceled my trip to ****** and instead flew to ****** ******** to be with my sister. She was in the *** for two weeks at the *********************************** in ****** ********. I filled out the required information with AON Affinity Travel; they already had the information from ****** that I did not take my trip. They responded that I would be required to submit a form signed by my sisters attending physician to release her private medical information to them. That I could not obtain a refund without this. I instead offered my credit card statement showing that during the week I would have been at ******, I had flown to ******** and made multiple cafe purchases at the **********************. They refused this and insist that they obtain my sisters ********************** medical records. They have no legal right to my sisters information. I purchased travel insurance and could not travel. I would like to be reimbursed for the sum of $3,********* ****** Reservation number is ******** My AON Reference Number is *********

  

  Business Response

  Date: 08/11/2025

  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:07/30/2025

  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.

  I purchased travel protection through *** for a Norwegian Cruise that sailed on May 20, 2025. I was hospitalized in ******** on May 28, 2025, interrupting our cruise by 3 days. I was medically disembarked and hospitalized for 5 days. Upon returning home, I submitted a claim for trip interruption. I repeatedly submitted the requested documents, sometimes multiple times. I also had to repeatedly remind them that I was not filing a medical claim (because they keep requesting medical records/invoices). Every time I call, they tell me they are waiting for a medical document, which is delaying my claim, after which I remind them I am not submitting a medical claim and they reassure me they are closing the medical claim (which never happens). I did end up submitting my medical records and invoices, simply to try to move the process along, but I am still in limbo.

  

  Business Response

  Date: 08/13/2025

  We have reviewed *** ****** s 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. 

  Customer Answer

  Date: 08/13/2025

  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: 

   I am currently awaiting documentation from them regarding the accounting of their coverage.  This documentation is a necessary component for my claim with Norwegian Cruise Line and until such documentation is provided, I do not consider this to be a fully resolved complaint.

  ***** *****
  
  
  
  
   
  

  Customer Answer

  Date: 08/14/2025

  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:07/29/2025

  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.

  My husband and I planned a cruise for our family. We paid for 13 of us to go on a cruise in June on Royal Caribbean's Utopia of the Seas. Because of the amount we would be spending and the amount of people, we decided to purchase the cruise insurance. One of our sons ended up not being able to go because of a health issue; he was terribly sick, so when he and his wife made the call to not come -- we were thankful we had the insurance. They decided on the Thursday before the cruise that my son was not well enough to go. We opened a claim that day -- before the cruise had even happened. My son's **** ** filled out the required form and we thought all would be handled. Unfortunately here we are close to two months later and still no refund. *** is **agging their feet and asking for correspondence through mail with my son's **. They say they are wanting medical records. We have been given no idea when or if we will receive our refund. The ** stated my son should not go on the cruise. That should be enough along with the ** statement/explanation of why he should not go on the trip. We are disappointed and feel like we were duped by Royal Caribbean and AON.

  

  Business Response

  Date: 08/11/2025

  We have reviewed *** ****** inquiry on behalf of *** ******* *****, 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 *** and *** ***** for thier patience during the claim process.  

  Customer Answer

  Date: 08/18/2025

  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.
  
  
  
  I received the refund checks in the mail today.  You can proceed with closing the case/file. 
  
  
  
  I am very grateful to BBB as I do not believe I would have the money returned if not for your assistance.  We spent 2 months trying to get AON to follow through with no results—  one email from BBB got the ball rolling.
  
  
  
  Thank you —
  
  ******* ***** 
  
  
  
  
  
   
  
  
  

• Initial Complaint

  Date:07/24/2025

  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.

  This issue happened January ******* on *********************. We had Aon travel insurance, and my father ****** ****** got sick on the ship and he and my mother had to be flown back home at the insistence of the ships doctor to go to a hospital. Our reference number is ******* claim number **********. They were flown home at their own expense and were charged by the ships medical facility which they paid. He had to be operated on and has stents placed. I sent all the copies of everything numerous times and they refused to pay saying they needed more. There isnt anything more and I spoke to them, and they said it must be in the wrong place. I dont know what else to do to try to get the insurance they paid for to pay for their expenses. Please help me to get this straightened out. Thank you.

  

  Business Response

  Date: 07/24/2025

  Hello,

  Our team has reviewed and this seems to be referring to travel insurance, a service which Alight does not support. This comment seems to be directed towards Aon Travel insurance, a company that is not affiliated with *******

  Let us know if there is anything else we can support with.

  

  Business Response

  Date: 08/08/2025

  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 the payment of her Trip Interruption benefit.  Additionally, an email was sent to *** ******** advising the documentation required to finalize the medical benefit portion of her 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: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,
  
  **** *****