Complaints
Customer Complaints Summary
- 1,211 total complaints in the last 3 years.
- 152 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/01/2025
Type: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.
Per the policy guidelines if a customer has a medical condition/issue/reason that prevents them from traveling then he/she are entitled to a full refund with supporting documentation from a physician. I was not able to travel per my doctor for several days for medical reasons! I provided all requested information to AON Travel Insurance. I made contact with the company because they failed to communicate with me. It has been longer than 15 days and my refund has not arrived.
Business Response
Date: 04/08/2025
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 her patience during the claim process.Initial Complaint
Date:03/26/2025
Type: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 trip cancellation insurance. I filled a claim in January. For a cruise departure 2/15 *********** has fraudulently denied receipt of requested information in spite of sending confirmation of receipt hiBusiness Response
Date: 04/09/2025
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.
We thank *** *********** for his patience during the claim process.Initial Complaint
Date:03/24/2025
Type: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 canceled my Cruise due to my Wife being diagnosed with Cancer on 1/7/25, 32 days prior to departure date and paid $350. I have submitted a claim with them and they keep asking for a Physican Statement. According to the instructions, if a Death occurred, provide a copy of the Death Certificate in lieu of the Physician Statement. Physican will not complete this form as my wife is deceased and can't sign a Release Statement. I've called many many times that a Claims *** will call me. NO ONE has ever called me back. I'm looking at around a 500$ reimbursement. PLEASE HELP.Business Response
Date: 03/26/2025
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.Customer Answer
Date: 06/02/2025
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 been reaching out to AON Travel Protection reference a claim that they will not pay since January 2025. I have been told on multiple occasions that someone would be calling me back, that has yet to happen. When I contacted your business previously *** did contact me and told me I would get Cruise credits. Reference Number 900590425. Finish the job; Store credit; Refund
***** ******
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 his patience during the claim process.Initial Complaint
Date:03/20/2025
Type: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 took out travel insurance for a cruise.I went to the dentist for a partial fit. Upon having that done I them had to pay for my upper teeth to be done cause nothing would fit right. I sent them the dental paperwork and they denied the claim saying it's not medical.Business Response
Date: 03/28/2025
We have reviewed *** ******** inquiry and would like to provide the following status at this time.
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: 05/09/2025
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:
AON Travel has not resolved or attempted to resolve anything with me. They have contacted me 1 time asking for additional information. I sent them the paperwork they asked for. Since then, they have not contacted me at all saying it is still being reviewed.
The paperwork was sent to them at the beginning of April, 2025. They are not telling you all the truth so please contact them because I deserve my money back. I am still not done with the dentist office. The trip is over with at this time and I was not able to go due to my dental work.
People need to know what type of company this is. They are not reliable, just want the money. They don't care about what is going on with their customers. The reason for ********************** is for emergency situations and dental work is a serious situation!!
Thank You,
***** *******
***** ************
Customer Answer
Date: 05/21/2025
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:They have received all of the paperwork and receipt twice. It was and is a dental issue. I am still dealing with the same issue now.
They can contact the dentist office, they have the paperwork. They keep telling your office one thing and not acknowledging anything I have been saying or provided them.
***** *******
Business Response
Date: 05/28/2025
We have reviewed *** ********* additional comments.
Our claims **** has again contacted the claimant to explain what documentation she is required to submit to our office under the terms of the plan purchased. Upon receipt of this documentation, we will be happy to continue review of this claim in accordance with the terms of the plan.
However, if we continue to receive no response from the claimant after an additional 60 days, we will close the file until further activity.Initial Complaint
Date:03/19/2025
Type: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.
10/24/2024 - Norwegian Cruise to extend from 12/01/24 to 12/13/24 was purchased for $4040.04.Aon Affinity travel insurance was purchased at the same time.10/25/24 - Routine yearly mammogram revealed a suspicious spot. 11/13/24 Follow-up imaging caused radiologist to schedule a breast biopsy for 11/25/24.11/21/24 - We attempted to cancel cruise and were told we would not receive a refund because we could still travel. We rescheduled the cruise that same day, hoping the biopsy would be negative.Travel insurance remained intact throughout this process.11.25.24 - Biopsy was difficult and caused significant bruising and swelling. Pathology results would be delayed by Thanksgiving.11/27/24 - We cancelled the cruise.Since that time we have exchanged emails and paperwork with Aon Affinity to try to get a refund. We were asked to have a form filled out by one doctor and access to medical records. 12/20/24 primary care physician form submitted.1/30/2025 more information was requested and all attending physicians (primary care, surgeon, radiation oncologist, chemical oncologist) names, addresses, phone numbers, were provided along with signature granting medical records access.3/18/25 - There has been no further response. When we request update on status, we are told we will receive information in 2 to 3 business days. There is no other response.Business Response
Date: 04/02/2025
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 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: 04/08/2025
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.
Thank you for your work to seek resolution to the claim.
It HAS now been resolved to our satisfaction.
****** *****
Initial Complaint
Date:03/17/2025
Type: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 mom and I were supposed to go on a cruise later this year but we decided to cancel due to planes crashing. We canceled because our safety is important to us!! We were denied a refund of the cruise protection plan in the amount of $375 on 3/12/25!!! This is unacceptable. A refund should be given no matter the circumstances!!! If they valued our safety they would reconsider this denial!!!Business Response
Date: 03/31/2025
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 her patience during the claim process.Initial Complaint
Date:03/14/2025
Type: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 ****** cruise on July 15th 2023 as a surprise for our Family. A few days later we told our kids (9&7) about the trip. Our older Son became VERY overwhelmed and said he couldn't go on the cruise ship as he became extremely anxious about going on a cruise ship in the Ocean. We tried to talk to him daily to ease the worries but nothing worked. We contacted his Behavioral pediatrician and they instructed not to force the trip as he clearly has anxiety about it. Our son has **** and *** so we decided to cancel the trip. I contacted our Travel Agent and she canceled on July 24th. This was 11 DAYS LATER! We were refunded all of our payment EXCEPT a total of $686.44 which COULD ONLY BE USED AS CRUISE CREDITS! THAT'S THE WHOLE REASON WE CANNOT GO BECAUSE IT IS A CRUISE! My Son cannot go on a cruise! I called Aon Travel Insurance and they instructed me to have my Son's Doctor write a letter stating it was in his best interest not to go. After back and forth several times and the ********* writing 2 Letters they still would not refund the $686.44 !!!! 11 Days after booking I cancel and they GIVE ME CRUISE CREDITS FOR A CRUISE I CANNOT GO ON !Business Response
Date: 03/28/2025
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:03/13/2025
Type: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.
Purchased Premium Travel Insurance that stated cancel for any reason for me and my son..I ended up in the hospital because I have Kidney disease and was unable to go on the cruise. The insrance company was AON Travel insurance and I provide all documents they requested. I have yet to hear from them. This was for a Princess cruise in August 2024 to ******. AON Reference number **********Princess Booking Number ******Business Response
Date: 03/26/2025
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 her patience during the claim process.Initial Complaint
Date:03/13/2025
Type: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 mother, brother, and son paid for a cruise and were unable to attend because of my mother's stay in the hospital shortly before the ship departed. The cruise was scheduled for 12/26/24 and she was hospitalized on 12/21/24 until 12/23/24. We purchased travel insurance from AON Affinity Travel, who requested that a form be filled out by her attending physician. It has been over two months since that first paperwork was completed and sent back to ***. In that time, *** has sent two more forms to the doctor requesting still more medical information before they will process the claim. The latest request was for 6 months worth of medical information, which I explained Dr. ********** will not have because he was the attending physician and is not her regular doctor. Neither he nor ***************** have any information about her medical health prior to 12/21/24. *** refused to respond to my concerns or answer my questions about the need for additional information; they have also refused to give me an expected timeline for payment.We paid $427.00 USD for cruise protection, knowing that at her advanced age, my mother could have unexpected circumstances that might prevent her from going on the cruise. That is what *********** mother is ************************************ the hospital for three days due to a UTI and dehydration. Her cruise was supposed to begin three days after her release from the hospital, and ********************** said she should cancel the trip. My brother and son could not go either as they needed to care for my mother. This seems to be a straightforward case requiring a reimbursement of $4208.35. Because I have not received answers to my questions from AON Affinity Travel, I am not confident that they are following the rule of law in processing and reimbursing her claim. If you could inquire with ***, I would greatly appreciate it.Customer Answer
Date: 03/19/2025
Better Business Bureau:
On Friday, March 14 I received a letter by mail from *** asking me to call them in regard to the claim. They said they were waiting for additional information from the doctor, information I suspected had been sent to them by ***************** a couple of weeks prior. Piedmont's representative was out of the office until Tuesday, March 18, so I was waiting to make that call until I had confirmed with them that the medical information had indeed been sent to ***. On Tuesday, March 18, I got the attached emails confirming that the claims were approved.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. Thank you so much for your attention to this matter.
Sincerely,
******* ********** ******
Initial Complaint
Date:03/11/2025
Type: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 had originally booked my cruise to certain ports that were offered by *************** only to have them switch it up on us and had us going into ports that are at a Level 4: noted as unsafe to travel by the *********************** and it was advised to avoid all travel. We decided to cancel for we were not comfortable with this. We had purchased the Vacation Protection Plan, which apparently was of no use for AON Travel will not give us our money back.Business Response
Date: 03/13/2025
We have reviewed *** ******** inquiry and would like to provide the following status in 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: 03/13/2025
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:[Your Answer Here]
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***** ******
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