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:06/05/2025

  Type:Order 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 to cancel a cruise because my son required an emergency liver transplant. Sent documentation from the transplant ** along with a letter from a ** they required information from. Now they are requiring access at all medical records to determine if the should pay my claim. They feel its a preexisting condition even though the ** said it was not. This is extremely upsetting. I received a partial refund from the cruise line and was told the insurance company would do the rest.

  

  Business Response

  Date: 06/12/2025

  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:06/02/2025

  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.

  Complaint Details:We purchased a vacation protection plan through Royal Caribbean, provided by Aon Affinity Travel Practice, to protect against unexpected cancellations. On February 8, 2025, we had to cancel our trip due to a health issue my husband experienced: hydronephrosis of left kidney due to progression of lymphoma.Scheduled cruise dates: Feb *****, 2025.We provided all required documentation (personally as well as directly from the physician's office) and have made multiple calls to customer service over several months. Despite assurances that our case was under review, we have received no resolution. On 3/10/25, an *** claims *** indicated over the phone she thought the claim could be resolved by end of week. Since then, they have only indicated things like, "under review, secondary review, re-review, awaiting full finalization, etc."This has been both financially and emotionally distressing - and time-consuming. We are simply asking *** to honor the protection plan we paid for and provide the coverage we were promised.Resolution Sought: 100% refund of the cancellation penalty, in accordance with the policy terms.

  

  Business Response

  Date: 06/11/2025

  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: 06/11/2025

  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:06/02/2025

  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.

  Reference claim#: ********** Policy#: ********* "Dear *** CEO,My 92-year-old fathers dream cruise ended in betrayal. Aon Insurance refunded his interrupted trip, but half the money was wrongly given to a stranger. Your representative, ***** Paglerelo, admitted this wasnt company policy yet still deceived us. His phone number is ************ Will you please investigate and refund my fathers stolen money?Please investigate Thank You *** ******** ********************** **********

  

  Business Response

  Date: 06/06/2025

  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 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:05/19/2025

  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 protection when booking a cruise an extra 200 dollars on top of the cruise fee to be insured by travel protection insurer Aon Affinity. I filed a claim on 04/08/2025 with Aon Affinity claim number (*********) due to my Mother who was booked on the cruise with me experiencing health issues. I sent a document showing my mothers health issue. Aon Affinity kept asking for more documents, wanted me to accumulate more expenses by visiting a doctor which costs $120 per visit. They will take your more without any assurance but when it comes time to pay for the protection you purchased they will run you in loops to get your money they make unreasonable demands , for more documents and to incur more expenses.

  

  Business Response

  Date: 05/28/2025

  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 his patience during the claim process. 

  
  

• Initial Complaint

  Date:05/14/2025

  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.

  A Carnival Cruise with two staterooms was booked in March, and we elected to take the travel insurance provided by AON Affinity. Our situation has changed, and we had decided to decline the travel insurance. I tried to cancel it through the Carnival website, but was told that I had to contact *** directly. I have emails dating back to April 24 trying to initiate a cancellation of the policy with *** before the entire balance of the cruise was due, and I have only heard from the company twice since then, both times only stating that my claim for a refund had been successfully submitted. At that point, I was not looking for a refund, only a cancellation. Within the past three days, I have had to pay the balance for the cruise, including the insurance I couldn't cancel. At this point, it indeed has turned into a request for a refund. I got tired of not getting a response through email, so I decided to try to call AON. The person I reached told me that there was nothing they could do to help me over the phone, that I had to use this email address. So now, I'm back to emailing, which I feel is getting futile. If I could have found the President or Vice President of the Business, I would have included them in this email. At this point, I am getting tired of the runaround, and I feel I'm getting the runaround on purpose so that the company can claim that I have gone over their time frame in which to receive a refund. This is getting extremely frustrating. At this point, I want more than just a response saying that I'm in line for a review of my refund request and that they'll let me know in 4 weeks. I, at the very least, want weekly updates on where they are in the process and whether or not they are seriously considering the refund request. The travel insurance was $149/person, and we had 4 people in our party for a final refund request of $596, which is not an insignificant amount of money. No tracking numbers or claim numbers have been given to me by ***

  

  Business Response

  Date: 05/21/2025

  We have reviewed *** ********** inquiry, and we are happy to provide status on this matter.
  
  Our customer service department has contacted the customer regarding the status of his inquiry. 
  
  We thank *** ******* for his patience during the process.  

  Customer Answer

  Date: 05/27/2025

  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:05/06/2025

  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 am filing a formal complaint regarding the repeated denial and mishandling of my travel insurance claim (Claim ID: [insert]) for a trip from October 511, 2024. Due to a mandatory hurricane evacuation in *******, we were forced to leave on October 9 and forfeited two prepaid nights at a ******************** rental, valued at $690. I filed my claim on 11/12/2024 with supporting documents from ****** and ******************** Rentals.Despite clear documentation, my claim was denied on 1/5/25. I refiled on 1/6, 1/23, and 2/10each time receiving a denial without any indication that further investigation occurred. On 2/25, ****** refunded park tickets, meals, and Lightning Lane purchases. I made it clear to Aon on 3/30 that the claim now only covered the $690 in non-refundable accommodations. I refiled on 4/1 and again on 4/11 after receiving only a vague voicemail with no context. That same day, I explained that Aon was failing to conduct a reasonable investigation and not attempting a fair settlement.When I logged in on 5/5, my claim showed as closed. I never received a written denial.This process has been exhausting and unfair. The documentation clearly supports my loss. I am requesting that *** reopen and approve the $690 claim immediately and provide a full explanation for past denials. If this is not resolved within 10 business days, I will escalate this to the state insurance commissioner and relevant consumer protection agencies

  

  Business Response

  Date: 05/15/2025

  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:05/06/2025

  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 booked a trip with Norwegian Cruise Line on April 11 for me and my husband and two kids.I took the insurance believing that my trip would be covered if anything should happen.About 5 years ago my husband was diagnosed with early onset *******************. He always loved cruises and I thought this would be a nice trip for my family. My husband was stable always happy no issues until after I booked the cruise overnight he became a totaly different person becoming very agiatated and violent. I spoke to his neurologist and he insisted that this trip should be canceled. I filed a claim sent in the appropriate documentation and was denied for a pre-existing condition. I took this insurance through Norwegian thinking I would be 100% covered should something happen never in the description did it say pre-existing medical issues would not be covered.

  

  Business Response

  Date: 05/12/2025

  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 rereview 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: 05/12/2025

  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:

   

  My issue has not been resolved

  
  

  ********* ******
  
  
  
  
   
  

  

  Business Response

  Date: 05/23/2025

  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 her with the requested update.
  
  We thank *** ****** for her patience during the claim process. 

• Initial Complaint

  Date:05/05/2025

  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.

  Was planning a cruise for 1/12/2025 and purchase AON travel insurance for peace of mind. In December I started having extreme hypertension (218/108) and palpitations. I was seen at the ** and my pcp. My PCP told me not to go on the cruise. On 1/6 I called Carnival and cancelled the cruise and started the claim with *** the following day. I have been trying for 4 months to get this rectified and its always we didnt receive this, we dont have that, we need and on and on. The ** doctor was a traveling physician so we had no way to get her statement but agreed that the discharge info from the hospital would be enough. That was 2 months ago. I sent the info then. On April 7th I emailed it again. Today after 30 minute run around I was finally able to speak to a claims adjuster who said the didnt have it. I emailed it directly to her and she then told me she was my claims person and couldnt give me contact information for my claims adjuster. I bought this insurance for peace of mind that if something extreme did happen and my daughter and I couldnt go on this cruise we would be protected. 4 months later it has been nothing short of a nightmare. After reading reviews it appears this company is famous for this type of behavior. When I purchased it directly through ******** I assumed they would be a reputable company, as Carnival seems to be. I was wrong. Im not sure what to do Please help!

  

  Business Response

  Date: 05/12/2025

  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:05/02/2025

  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.

  About March 24, 2025, we notified Celebrity Cruise lines and Aon Affinity that my wife, ***** ********** had a ******* ** *** ********. She had been ****** **** *** 20 months. We filed for a refund from Celebrity Cruise line and from Aon Affinity. So far only $524.96 has been refunded by Celebrity. We have submitted all the documentation required by ***. We keep calling *** and all they tell us our claim is in process. They were notified on April 2, 2025, by Dr. ********* of ****************************************************** that ***** had a cancer relapse on March 24, ******* far all we have gotten from Aon Travel is a stall in refunding our money. This is an unnecessary frustration for us to deal with at this trying time.

  

  Business Response

  Date: 05/15/2025

  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: 05/16/2025

  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 have not received any refund so far.  All they have done is tell me I am getting a refund.

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

  
  
  
  
   
  

  

  Business Response

  Date: 05/23/2025

  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. 
  

  Customer Answer

  Date: 05/27/2025

  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:05/02/2025

  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 purchased cruise line tickets to celebrate my daughter's graduation. Unfortunately, my wife broke her ankle 2 weeks before our sail date of 26 April 2025. We called Carnival Cruise line, who informed us that we would have to cancel tickets, be penalized, and call AON insurance to file a claim. We completed all the steps *** asked. We were declined quickly, stating that we were disqualified because our insurance was purchased after the final payments. There were no payments as we paid in full when we made the reservations. If purchasing insurance after the final payment would disqualify us, then why is the insurance being offered AFTER final payment? This is misleading and scammy. I am sure if customers knew that purchasing this ********************** after the final payment would be a waste of money because we would immediately be disqualified, no one would purchase this. I provided a medical statement from our provider as requested by ***. We are not trying to scam anyone, unlike ***. This is an unfortunate event that prevented us from attending the much-needed vacation celebration. The purpose of this insurance is in case a flight is missed or delayed at no fault of the customer, a medical injury ( which is us) ************************* you from sailing, sickness, or death in the family. etc.

  

  Business Response

  Date: 05/12/2025

  We have reviewed *** ********** inquiry and would like to provide 
  
  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 their patience during the claim process.  

  Customer Answer

  Date: 05/12/2025

  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: 

   We were informed that two out of 4 will be refunded. While we are happy about 1/2 refund, it doesnt satisfy the other half.  All four insurance were purchased at same time. How and why is one half good for refund qhile the other half is disqualified? It gives off an impression Aon is trying to keep some funds. How are two insurance refunded and not the other two when they were all purchased same day AND at the same time.  The reason originally was disqualified because we purchase insurance after full payment. Again, all four were purchassd same day, same time, and all after final payment was made in January. This doesnt make any sense and just an ploy to keep some funds rsther than refund the other half. 

  We will be satisfy if we are credited or refund for the other 2 insurance. Again, Aon has refunded two of the four policies. 

  ****** ********
  
  
  
  
   
  

  

  Business Response

  Date: 05/28/2025

  We have reviewed *** ********** additional comments.
  Our claims department has again contacted *** ******** and has provided her with the requested information as pertains to his inquiry.  
  As we have advised of the final outcome of this inquiry, please understand there is nothing further with which we can assist at this time. 

  Customer Answer

  Date: 05/29/2025

  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 

  Aon has made no attempt to resolve this. In fact, they advised me each time they call that they aren't willing to reverse their decision. 

  Again, they refunded two out of the four policies. Reminder that each policy was purchased on same day. They refunded **** and Rosalindas claim, but me who actually broke her ankle they refuse. Let's remember Aon in writing stated I was declined because insurance was paid for after final payment.of cruise ticket. If that is the case, why refund 2 out.of the four policies when they were all purchase after final ****************** ticket

  Aon from start was never in this to resolve to show compliance with BBB by making insulting calls. Despite our willingness to compromise, Aon will not. 

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