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:10/14/2022

  Type:Order 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.

  We have cruising for last 6 years and buy Insurance, this is the first time we cancelled ********** and the Insurance company giving run around, when we call they say they are very busy, It has been almost a month no resolution, I have send all the documents including a Doctors document that I am unable to travel.

  

  Business Response

  Date: 11/02/2022

  We have reviewed *** ***** complaint and we are happy to provide status on this matter.
  
  Our claims department has reviewed the claim and the customer should have received a response already or will be receiving a response shortly.  If additional documentation or information has been requested by our office,upon receipt it will be put in line for review. 
  
  We thank ************ for his patience during the claim process. We trust this responds to the concerns raised in this complaint. 

  Customer Answer

  Date: 11/04/2022

  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 AON did a good job refunding my full fare.
  
  
  
  Thank You for your help 
  *****************
  
  
  
   
  
  

• Initial Complaint

  Date:10/14/2022

  Type:Customer Service 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.

  Travel Protection Plan - Reference # ********* Amount **** On October 1st I purchased a cruise using a loan and purchased vacation protection. On October 4th I was hit with 3 unpredictable events that resulted in me being forced to take cancel the cruise.1. My ****** mom passed away of a heart attack. Excuse me if I can't provide a death certificate for someone who is not my biological family. It's law. I have no access. I didn't ask to be abandoned by my parents and places on ****** care for 15 years and then have the only mother you do know pass away and *** tells me thats not a good reason well...2. Hurricane *** was in a direct path of my location in ********** I had to spend unnecessary money to and evacuate 3 after the hurricane my landlord increased the rent and my renewal date was the 1st of November I am literally looking for a new place to live before I become homeless All of this was explained to this cold-hearted company and now I'm stuck paying for a cruise I can't even go on and they denied my claim this can't be right because what was the purpose of purchasing the protection for 190 dollars that they didn't refund either. Literally this about to be my 13th reason

  

  Business Response

  Date: 10/26/2022

  We have reviewed *** ******** complaint, and we are happy to provide status on this matter.
  
  Our claims department has reviewed the claim and the customer should have received a response already or will be receiving a response shortly.  If additional documentation or information has been requested by our office,upon receipt it will be put in line for review. 
  
  We thank ****************** for her patience during the claim process. We trust this responds to the concerns raised in this complaint. 

  Customer Answer

  Date: 10/27/2022

  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 sent all documents requested of me and still working with this company to find a resolution for this issue. I have not heard anything back as of yet. As of right now this issue still remains unresolved 

  
  

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

  

  Business Response

  Date: 11/10/2022

  
  We have reviewed *** ******** additional comments and we are happy to provide further status on this matter.
  
  Our claims department has again reviewed the additional comments and/or documentation submitted under the terms of the plan and the customer should have received a response already or will be receiving a response shortly.  
  
  As noted, the claim has been processed in accordance with the plan purchased.
  
  We thank ****************** for her continued patience during the claim process. 

• Initial Complaint

  Date:10/14/2022

  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 insurance through Holland America Line for a cruise to ******. Aon Affinity is who they used. I became ill with Covid two days before the end of the cruise and had to stay in a hotel for 8 nights to isolate and recover. I submitted a claim for hotel and food expense and extra expense of changing plane tickets. This was on July 26. I have emailed several times and called them on Oct. 10. I keep being told to be patient as they have extra claims right now. Claim *********

  

  Business Response

  Date: 10/26/2022

  We have reviewed *** ******* complaint, and we are happy to provide status on this matter.
  
  Our claims department has reviewed the claim and the customer should have received a response already or will be receiving a response shortly.  If additional documentation or information has been requested by our office,upon receipt it will be put in line for review. 
  
  We thank **************** for her patience during the claim process. We trust this responds to the concerns raised in this complaint. 

  Customer Answer

  Date: 10/31/2022

  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:10/14/2022

  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.

  We purchased aon troop protection through ****** for our trip to and from ************ in May of 2022. Both flights were canceled. We had to pay 2 extra nights for a hotel, food, and a car we didn't get to use right away. We missed two days of our vacation due to these cancellations. Aon hasbeen giving me the runaround since then. It keeps saying assigned but not arguing further. I have called and emailed them numerous times to try to get the refunds We are due to no avail. The refund is approximately $600. Please help if you can. I will never use them again, but really need the refund they promised for the canceled flights and hotel stays. Thank you. *************************

  

  Business Response

  Date: 10/20/2022

  We have reviewed ****************** complaint, and we are happy to provide status on this matter.
  
  Our claims department has reviewed the claim and the customer should have received a response already or will be receiving a response shortly.  If additional documentation or information has been requested by our office,upon receipt it will be put in line for review. 
  
  We thank **************** for her patience during the claim process. We trust this responds to the concerns raised in this complaint. 

• Initial Complaint

  Date:10/14/2022

  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.

  On August 1,2022, Princess ********** denied ** access to ********** due to a positive covid test performed at the seaport in *************, *******. We sent the insurance company, AON, the information that they requested. It was sent by certified mail and we received verification that the information was received. *** then requested us to verify the information that we had sent. We, again, sent the same information on September 6, 2022 by ***** overnight. On September 26, 2022, we had a phone conversation with a supervisor, *****, who gave us no information on the status of our claim. Since that time, we have had no communication from AON. The estimated value of this claim $10,500.00.Reference number is ******* Claim number **********

  

  Business Response

  Date: 10/25/2022

  We have reviewed *** and ***. **************** and we are happy to provide status on this matter.
  
  Our claims department has reviewed the claim and the customer should have received a response already or will be receiving a response shortly.  If additional documentation or information has been requested by our office,upon receipt it will be put in line for review. 
  
  We thank *** and ***************** for their patience during the claim process. We trust this responds to the concerns raised in this complaint. 

  Customer Answer

  Date: 10/26/2022

  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:

  Our contact with *** began on August 17, 2022.   This contact was in the form of information to resolve our claim.  After submitting all the information that they have requested, our last written contact was on September 6, 2022.  We received two letters dated October 17, 2022.  One of the letters said that no further information was needed.  The second letter stated that they could not accept the covid letter from Princess ******* even though Princess did the testing.  Now, instead, they are telling us that they need another document, RTPCR Test, which they had never mentioned in this three month saga.

  
  **** & *************************
  
  
  
  
   
  

  

  Business Response

  Date: 11/30/2022

  We have reviewed *** and ***************** additional comments and we are happy to provide further status on this matter.
  
  As it appears they are unable to provide the required medical documentation previously requested, we are unable to provide reimbursement of their claim.
  
  As noted, the claim has been finalized in accordance with the plan purchased.

  Customer Answer

  Date: 12/04/2022

  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: 

  This is in response to the scripted message that you recently received from AON.

  1.  When we purchased the insurance for our trip, we were never told that we would need a RTPCR form if we tested positive for covid and denied boarding for our cruise.  At the onset  of the claim, *** could not tell us how to obtain this form.  We reached out on our own to Princess and Carnival **********s in ***************** and ************* for their assistance.  As of this date, we still have not received the above form.

  2.  AON will not accept the letter that we received from Princess ********** saying that we had tested positive for covid and denied boarding for our cruise.  Princess was responsible for the testing at the seaport and a Princess representative told us that we would not be able to board because of our positive test results.

  3.  We have not received the total refund that we requested.  Princess and AON took our money but we have not received the services that we paid for.

   

  We are very dissatisfied and feel that this is ethically poor business practice.
  

   

  **** & *************************
  

  
  
  
  
   
  

• Initial Complaint

  Date:10/13/2022

  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 bought a cruise on NCL with travel insurance for ****** for my wife and I it was paid for on June 30th 2021. Our cruise was in June of this year and on the way home because of delays we missed our connecting flight and had to stay the a night in ******** and pay for a hotel and Uber to and from the airport and meals. I submitted a claim in June as soon as we got home and was given a case #*******. I submitted all paper work and was told they have everything they need. Now 4 months later I have called them, spent hours on the phone waiting, and received 3 emails that says sorry its taking so long thanks for your patience if we need anything else we will let you know. I would like my expenses reimbursed. Judging by what others have said on here this is a common complaint I think they are just hoping you forget.

  

  Business Response

  Date: 10/21/2022

  We have reviewed *** ******** complaint, and we are happy to provide status on this matter.
  
  Our claims department has reviewed the claim and the customer should have received a response already or will be receiving a response shortly.  If additional documentation or information has been requested by our office,upon receipt it will be put in line for review. 
  
  We thank ****************** for his patience during the claim process. We trust this responds to the concerns raised in this complaint. 

• Initial Complaint

  Date:10/13/2022

  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.

  My wife and I bought Aon Insurance Vacation Plan Plus for an Adventures by ****** trip for August 21, 2022 to August 29, 2022, Reservation #********. This was an overseas trip so we purchased an extra day at the overseas hotel prior to the start of the tour. On June 30, 2022, my wife's mother passed away and we were unable to take the trip.We filed the cancelation form on July 26, 2022 Reference # ******* and submitted all the required supporting paperwork . After a month of not hearing from anyone, I called the company.They stated the volume is way up and was told that someone would get back to me within the week and that they received all required paperwork. After 2 1/2 months, I called back again and they said that it would be placed on a top priority and to call back in two weeks. I get apologies but no one to escalate my claim. I am requesting assistance from the BBB to help me resolve our claim.

  

  Business Response

  Date: 10/29/2022

  We have reviewed *** ********* complaint,and we are happy to provide status on this matter.
  
  Our claims department has reviewed the claim and the customer should have received a response already or will be receiving a response shortly. 
  
  We thank ******************** for his patience during the claim process. We trust this responds to the concerns raised in this complaint. 

• Initial Complaint

  Date:10/12/2022

  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 through this company for a cruise my husband and I were going to take in ***** Unfortunately our flight was canceled and there was no flights out that would get us to our cruise on time. With that being said the royal cearribiean issued us our refund for the activities and food that we purchased and told us that we needed to get our remaining refund through our travel insurance with AON. I called AON and filed all documents necessary and was told i would get a refund in 28 between days. 28 business days go by and they would not respond to me. Kept giving me the same answer as to they were short staffed and they had an increase in claims. I finally got a hold of a supervisor on August 12th who sent me a letter via email saying I wasnt eligible for a cash refund because the cancelation wasnt a medical reason but I was eligible for a cruise credit and i would recurve the credit in the next few weeks. It has now been 9 weeks since that letter. Ive called several times and get the same answer. Increase in number of claims I want my money back for the travel insurance and for the cruise that we booked. Cruises are expensive and this is unacceptable.

  

  Business Response

  Date: 10/25/2022

  We have reviewed *************** complaint, and we are happy to provide status on this matter.
  
  Our claims department has reviewed the claim and the customer should have received a response already or will be receiving a response shortly.  If additional documentation or information has been requested by our office,upon receipt it will be put in line for review. 
  
  We thank *************** for her patience during the claim process. We trust this responds to the concerns raised in this complaint. 

• Initial Complaint

  Date:10/12/2022

  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.

  We booked a cruise from ****** on the Carnival Pride on 19 June 2022. Upon booking, we purchased the Carnival travel insurance that was provided by AON Affinity. We have numerous issues during the trip to include missed connections and rebooking of flights. The claim numbers with AON Affinity were *********, *********, and *********. Over the course of several months we have received numerous emails indicating that they needed more time. Otherwise we havent heard anything from them. I just called them on 12 Oct 2022 to check status since it has been 3.5 months since submitted all the required paperwork. The call center person (*******) just said that he would escalate the claims but honestly I really dont believe them. We submitted the claims on 2 July 2022 Would appreciate the company finalize our claims and provide reimbursement appropriately.

  

  Business Response

  Date: 10/26/2022

  We have reviewed *** ********* complaint,and we are happy to provide status on this matter.
  
  Our claims department has reviewed the claim and the customer should have received a response already or will be receiving a response shortly.  If additional documentation or information has been requested by our office,upon receipt it will be put in line for review. 
  
  We thank ******************** for his patience during the claim process. We trust this responds to the concerns raised in this complaint. 

  Customer Answer

  Date: 10/30/2022

  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:10/12/2022

  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.

  We bought Carnival Cruise 's tickets with AON insurance. The trip was cancelled and Aon was taking the claim to recoup the payment. Our Booking is ****** and ******. Departure day was on Oct-7-2022. As instruction, we filled claims with AON to get the Cruise Future Credit on AON website. After 4 weeks, we called Aon for the status and been told that the claims were still in process and *** suggested we should call the Carnival Cruise. We called Carnival Cruised and been told that *** hadn't send the paper to them so they couldn't issue the credit. We paid big money for AON. AON NEED TO FINISH THE *** AND SEND MY CLAIMS TO CARNIVAL CRUISE ASAP.

  

  Business Response

  Date: 10/21/2022

  We have reviewed ********** complaint, and we are happy to provide status on this matter.
  
  Based on the review, the customer needs to contact Carnival Cruise Line. The customer is only seeking credits from Carnival Cruise Line. The customer needs to work directly with Carnival Cruise Line on this issue and to resolve this issue. ******** did not file a claim with our office.
  
  We trust this responds to the concerns raised in this complaint.