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:10/12/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased this travel insurance for family vacation. Airline had a computer glitch that cancelled many flights. During cancelation our luggage was lost and left out in the rain for days. We had to get rental car to get home. We had to replace lost clothing and contents to be able to get ready for work after we arrived home. This occurred April 3, 2022. We have attempted countless time to speak with AON affinity adjuster to see what the hold up is. We have no been allowed to speak to adjuster. We send info requested then they request something else. We get that info then they request something more. We purchased travel insurance to cover the possibility of an issue like this. Why are they not covering our losses and why have they drug this out so long with no results.

  

  Business Response

  Date: 10/19/2022

  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:10/12/2022

  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.

  I was originally schedule to travel on the WONDER OF THE **** on 29 May 2022 leaving from *********, ***** for a 7 night cruise. On or about May 24, 2022 I had started to experience chest discomfort and it lasted for several hours. I decided to go to the ******************* Hospital Emergency Room for an evaluation and later learned that I had an arterial blockage and it needed catheterization immediately. Emergency catheterization was performed was later admitted to ******************* Hospital *********************** Unit where I stayed for 4 days and was later discharged. Just before hospitalization I asked my doctor *************************** to help me file a form after giving the cruise line a call that I was not able to travel. The day the ship left I was in the *** being monitored post surgery. All of this information can be verified by the ******************* Hospital medical records department. As of today I am still getting the same report when calling *** Travel for the past 4 months and still have not been reimbursed from *** Travel Insurance. The reference number is ********* and I am requesting help with the *** Travel policy. Thank you, ***********************************.

  

  Business Response

  Date: 10/14/2022

  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: 10/14/2022

  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: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 with AON Affinity through our Globus travel plan. While on our trip my spouse felt ill and tested positive for Covid. We notified our cruise director and followed the guidelines for submitting a claim. *** was contacted on May 26, 2022 and provided a claim reference number, #*******. Supporting documents were uploaded to their website between June 15 and July 15. We understood that claims are processed in approximately 21 days. The claim is for approximately $6,300.00.I checked for the claim status on their website in August and it shows the status being Assigned. I called in mid-August for an update and was told that they have all of the necessary documents and would expedite the claim by the end of the month.When that didnt happen I went to their website and saw my status was still Assigned and had not moved to In Progressso I called again in early September. This time I was told that they are backed up and should have the claim completed by September 30.I called again on October 4 asking for specific information about my claim such as what are the dates of the claims that are being processed today, where do I stand in the queue, how long does a typical claim take once the information has been received? I also asked to speak to a supervisor but was not connected to one. Instead I was told that they needed an additional 30 days and when I challenged that statement that I was already told that story a month ago and it seemed to be read from a script there was no response other than a sympathetic sigh and a comment to be patient.I also submitted a review echoing the concerns already posted. I appreciate your help in responding to my complaint.AON has the documents I submitted and has not indicated that they need additional information from me, so please advise if you need them too.*****

  

  Business Response

  Date: 10/18/2022

  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: 10/21/2022

  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, pending that the actions indicated by AON are followed through.

   

  1.  I have not received any notification from them, however this morning I called AON to follow up and their automated voice messaging system said that checks were being processed.

  2.  As soon as I receive the checks AND they clear I will report back to the BBB and let you know that the matter has been resolved.

  Thank you for your excellent work in bringing this matter to closure.  I truly believe that without BBBs intervention that I would still be waiting for AON to process my claim.
  
  Sincerely,
  
  *********************
  
  
  
   
  

  
  

• Initial Complaint

  Date:10/12/2022

  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.

  Trip protection claim reference #*******. Filed claim April 11, 2021 online. We booked our travel insurance through Trafalgar Travel at the time we booked our trip. Unfortunately, a member in our travel group got seriously ill and we had to cancel our trip for medical reasons. I have not received payment after 6 months of trying to contact company through emails and phone calls. The customer service representatives just reads you a script and email response is the same canned response every time. I have also tried to reach them through Trafalgar but still no response.

  Customer Answer

  Date: 10/17/2022

  Better Business Bureau:
  
  I have received a response from the business in reference to complaint ID ********, and the matter has been resolved.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  Date:10/12/2022

  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.

  we paid Aon $200 for travel insurance, they are suppose to refund monies spent for a medical emergency. My husband had a heart attach while on a cruise 1-20-2022 I had to pay $1657.50 to the ships medical center from there he had to go to ********* hospital in ******* ****** there i had to pay another $4500.00 for my husband to be treated now we have medical bill we cant pay because these people wont refund us our money they keep stalling every 30 days they send us a letter saying they are sorry but it will be another 30 days over and over for 8 months i have ask for phone numbers of the people that are supposed to be doing the claim and i cant get them they have done nothing to explain what is taking so long or when we may get our money .Thank you *********************************

  Customer Answer

  Date: 10/18/2022

  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.
  
  This complaint has been resolved .
  
  *********************************
  
  
  
   
  
  

• 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 bought an insurance for a cruise on April 2022, for me an my husband, my husband is suffering from lung cancer disease and we had to cancel. The cruise line refund their portion but this company has been wasting my time since July 2022 when I open the claim. They havent give me an answer or my money back $900 dollars. These people are thief, every time I call they just keep giving me new references numbers and the worst part is that the first time they sold me their insurance plan they guarantee a 30day money back policy. They kept me waiting on the line for a supervisor for 2 hours and 17 minutes and the call dropped. I AM DONE I NEED HELP SUING THIS COMPANY. Thank you

  

  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.  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 have determined that my complaint has NOT been resolved because:

   

  The company hasnt contacted me with a decision on my case.. please I appreciate if u can help me get an answer form them

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

  

  Business Response

  Date: 11/17/2022

  We have reviewed ************** additional comments and we are happy to provide further status on this matter.
  
  Please note that we are currently unable to provide a claim determination.  Despite several letters, calls and fax requests to the treating providers on ********* requests for copies of the patients medical records remain outstanding. Without the patient medical records from **** ******** and ***** we will be unable to drive this to conclusion. 
  
  We would recommend the patient coordinate with his doctors offices to ensure the records are provided or to obtain these directly and upload to the claim file.

• 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.

  In April of this year, my ******** traveled to ***** (4/2/22-4/10/22). We both purchased travel protection through Aon Affinity Travel Practice for $199 per person. On our return, our flight was delayed such that we had to spend 19 hrs in the ************. Per our agreement with Aon (see travel protection benefits document), we figured additional costs would be covered up to $150 a day per person. When we returned & submitted our claims, the lesser of the 2 claims was paid in a reasonable amount of time less the additional parking fee incurred due to the flight delay. Per Aon documentation (see trip delay information document), any additional expenses incurred due to a defined hazard, in this case, delay of a common carrier, is considered covered expenses (ie parking).We checked the Aon website & inquired about our remaining claim via ************* for months after our vacation. Five months after our return, an Aon representative did finally explain that costs were reimbursed per booking not per person. We told the representative that we both purchased insurance & per the agreement expected that we both be reimbursed. The representative suggested that we file a dispute if we were not happy with the decision. We did so a month ago. Now, 6 months after our trip, *** has still only paid 1 of the 2 claims that we submitted.Attempts to discuss our claim with *** were not helpful. Our interactions ranged from "Due to the nature of your inquiry we respectfully request that you call our office at **************. Each situation is unique and a representative is available to answer any questions you may have regarding the protection plan you purchased." to "I will try to get your claim expedited". Five months after the trip, we were finally made aware of what the decision was based on!When ***'s own documentation supports BOTH our claims & be told only 1 claim will be processed regardless demonstrates poor business practice. We did not get the service we paid for.

  

  Business Response

  Date: 10/21/2022

  We have reviewed *** ******** 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: 10/28/2022

  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 for your help in this matter!  
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• 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.

  When on a ******* Isle cruise with Princess ****** lines from May 21, 2022 thru June 2 2022. Purchased travel insurance (AON Affinity} through Princess. **** and I both tested positve for covid on June 1. Isolated onboard and then bussed to ****************** near ******** for 10 day quarentine. Filed a claim with AON for lodging, food, and airfare back to the states on the 15th of June. No response from AON. Have called 4 times. Rep gives runaround, Short staffed, higher than normal claims, so sorry etc. One rep said claim was in process, but 3 weeks later AON website to check status still says has been assigned, not in progress. They have had our claim info for 3 months and nothing. We are out of pocket for several thousands of dollars and just want our claim settled.

  

  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:10/12/2022

  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.

  To whom it may concern. I've tried to talk to so many people and sent so many emails about my claim. I've submitted all the documentation that they needed for my claim. My mother went on Hospice on May 23 and we were supposed to go on cruise on May 27. I paid $1249.00 for travel insurance. I'm my mothers only caregiver and I knew she didn't have that long. I submitted all documentation on May 23 and it's been 5 months now. We moved my mother in with us and she passed away on June 8th. I've been so patient with them and tried to understand that they were very busy and I did not want to go any further with this but OMG 5 months waiting to get our money back. This was such a hard time for my family and we just want our money that is due to us so we can plan another trip. I hope this can be resolved soon. I was thinking about writing to the top CEO/President of company or going to our news station to help but I thought I would try this first. They say it is in the last stages but I've heard that for a few months now. They asked for additional information about a month ago and I sent it again But I did send it with the first time I filed the claim on May 23rd. Thank you for your help in this matter.

  

  Business Response

  Date: 10/14/2022

  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 *********************** her patience during the claim process. We trust this responds to the concerns raised in this complaint. 

• Initial Complaint

  Date:10/12/2022

  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.

  My husband and I along with my son booked a cruise on the Norweigan ****** departing on July 4 2022. We were going to fly our 2 days prior to the cruise leaveing. We purchased AON travel insurance at the same time we purchased the cruise. On 6/29/2022 my husband and I both tested positive for COVID. The cruise line said we had to file an insurance claim with the travel insurance company. I filled the claim on 6/30/2022 and submitted all the paperwork to them on 7/1/2022. There website said to allow 21 days. After 30 days I call them and they read me a script about how the are experiencing a high volume of claims please allow 30 days. They make it sound like it could be resolved any days. As of today I have been waiting 100 days. *** has made no attemt to contact me. When I call they say they have all the information they need. This is the response i get when I email them "I can confirm that we have received the documentation that you have provided. Please allow us ******************************************************************************************************* if a determination is made." Same statement is made when I call. I never get any real answers from them. If I ask for a supervisor there is never one available. This claim is for more than $9,000. It's a lot of money to not be able to get any answers from them about the status or when we can expect our money for more more than 3 months.

  

  Business Response

  Date: 10/19/2022

  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: 10/19/2022

  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:

  We did receive a response for AON Insurance on 10/13/2022 and we received our checks in the mail a couple of days later.   However, the amount we received was $8,117.62.  Please see the attached document form AON. As you can see the attached document titled Confirmation Miami our total cancelation charges were $9,297.00 and we paid $9769.62 for the trip.  I asked AON for an explanation of the difference, and they said "The information you provided has been forwarded to the Claims Department.  We are experiencing an unusually high volume of claims and our team is working hard to process them as quickly as possible. We will contact you if additional information is needed. That statement was made to me via email on 10/14/22 at 1:39 p.m..  I have not received a response from them as of right now. 

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

  

  Business Response

  Date: 11/01/2022

  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 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. 
  
  
  Aon Affinity considers this matter addressed.

  Customer Answer

  Date: 11/06/2022

  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,
  
  *******************