Complaints
Customer Complaints Summary
- 1,211 total complaints in the last 3 years.
- 152 complaints closed in the last 12 months.
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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:10/10/2022
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 cruised on ******************************* from ****** to *******, and had to use their emergency medical service. My paperwork from the medical staff was submitted, along with all required documents on 8/18/2022. I did receive a confirmation of receipt on 8/18 via email, advising (per contract) to allow 21 days to process. My CLAIM was assigned #*********. I have made numerous calls and sent emails (9/6, 9/27, 9/30) to them, and received emails on 8/16, 9/6, 9/30 and another today 10/10/2022. Each call had the same result: "we are overwhelmed with claims and it is taking a bit longer. Please allow 30 business days." They certainly had no problem charging my credit card the fees promptly, yet to get a refund on a covered medical benefit, they have nothing but excuses. I tried to have the claim escalated by a supervisor, yet got the same email response (...please allow 30 business days). The email they use is ************************* The phone number I have been calling is ************.My hope is that the BBB will step in, and urge AON to process my claim, and help me receive my benefit monies due.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: 11/09/2022
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 submitted my claim to ********* per your request. (attachment). ******** has told me directly they will not pay this claim due to not meeting the parameters for service. My
secondary insurance United American only pays ******** approved claims. I have not yet received a formal written denial.I have made multiple telephone calls to Aon, and they continue to tell me the claim will take up to 30 days before payment is expected. My complaint has NOT been resolved and it is now November 2022 and the claim initially was submitted August, 2022. In the attachment, you will note a confirmation of receipt from Aon Affinity with a reference number:*********
*************************
Customer Answer
Date: 12/23/2022
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 been in contact with you and with AON repeating my status. Medicrre sent my claim back for lack of information, but it was provided.
At the suggestion of a ******** representative, I resubmitted the claim with highlighted amounts of charges on the billing sheet.
I have also spoke to a *************************** *************************************** She called me, and I updated her also that I have refiled ********.
As you can see from the attached Chat on line with ********, their information is all over the place. I am desperately trying to get the information to settle this rejection and keep this claim active
.
I am also attaching a copy of the letter I sent to ******** resubmitting my claim. I certainly hope this claim remains open until I have received settlement from Aon.
Thank you
*************************
Business Response
Date: 12/29/2022
We have reviewed *** ******* additional comments and we are happy to provide further status on this matter.
Please note that we again spoke with ***************** on 12/29/22 concerning the claim.Until we receive the required information from ******** and their ******** supplement, we will be unable to drive this to conclusion, nor will we have any new information to share.
As noted, the claim is being processed in accordance with the plan purchased. In view of the above, Aon Affinity respectfully requests closure of this complaint.Initial Complaint
Date:10/10/2022
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.
Had bought a cruise with NCL and AON insurance. Had to cancel our cruise on May 27th, 2022 related to both I and my spouse were diagnosed with Covid 19. Filed a claim early June, I believe the 1st, 2022. Have been calling AON and get the same response. They are busy and I need to wait. It is 5 months. They have had plenty of time to refund my money. And they are supposed to cover excursions too. At least that is what I was told by NCL. Still waiting on a response and I have another cruise coming up in May that I need to pay for. Do I need to get a lawyer? Because I see nothing but unhappy customers. ThanksBusiness Response
Date: 10/13/2022
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: 10/14/2022
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:10/10/2022
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.
I purchased AON Travel Insurance for an Oceania Cruise, July 12 - July 19, 2022. We were unable to take the cruise due to a positive COVID-19 test. This is clearly covered. I filed a claim including all required medical documentation on July 30, 2022. I have a confirmation email and a claim #*********. I received a form email on August 30, 2022 that "due to the high number of claims" additional time was necessary. No additional information has been requested. My claim status is listed as "assigned." I have called and emailed two times since, the most recent on October 8, 2022. From this contact, I received a form email today, October 10, that says additional time, up to 30 days will be required. I was not asked for additional information, My claim status today is still listed as "assigned" but not processing. I think a claim past 60 days is in violation.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 her patience during the claim process. We trust this responds to the concerns raised in this complaint.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.
Sincerely,
***************************
Initial Complaint
Date:10/10/2022
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 family and mother all purchased the trip insurance and went on the cruise to ******. At the end of the cruise my mother and myself tested positive for COVID and had to isolate in *******, ** for 4 days to recover. All the expenses should be covered by the insurance, and I submitted 2 claims to Aon Affinity insurance on 7/14 and 7/24 for myself and my mother.After submitting the claims, I was told "It takes, on average, 21 business days to review the submitted documentation". We have not heard anything from them for almost 3 months now. I have called several times and only get "we're sorry these are taking longer than normal to process", but with no assurance of when or if they would ever be processed.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.Initial Complaint
Date:10/10/2022
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 cancelled trip due to covid 19, and medical condition with physicians documentation; contraction of covid would have been deadly. I paid ******* and Aon is only paying me ****** from travel protectionBusiness 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 his 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 have determined that my complaint has NOT been resolved because:
have not heard from their company since then sending me and *************** ****** each ,my question is where is the rest of the funds I paid over ******** and received ******. Where are the rest of my funds that I paid for the cruise?
*********************
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.Initial Complaint
Date:10/10/2022
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.
Due to ******* was quarantined on Norwegian Cruise detained in ****** ******, 5 days total as required by the ***** governing at the time . Travel insurance was filed in July 26, 2022. Claims according to the company take 21 working days. Today is October 6, 2022 and no reimbursement payment had been sent.Business Response
Date: 10/13/2022
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:10/10/2022
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.
We purchase travel insurance through Norwegian Cruise Lines while booking are cruise that is due to set sail October 8th. We later learned that with my wife being pregnant that we would not be able to go on the cruise. We contacted Norwegian Cruise line and they refunded us about 60% of the travel cost and explained to us that by filing a claim with the travel insurance (AON) we would get the rest of the money back due to it being medical related. We submitted the documents to AON (claim # *******) on July 18, 2022 and was later emailed that the average time to process the claim is 21 business days. According to there website they are open Monday - Saturday. It is now October 7th and they have still not processed our claim. I have called multiple times. They have told me 30 days extra to process the claims based on different dates and will not give any other information. At this point I really do believe they are simply not doing anything at all despite my regular emails and phone calls for an update.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 his patience during the claim process. We trust this responds to the concerns raised in this complaint.Customer Answer
Date: 10/20/2022
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:10/10/2022
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.
On May 5, filed a Trip Interruption Claim with Aon Affinity Travel Practice. Reference # *********. Received an email from them in July stating that processing the claim was "taking a little longer than usual." Have received no resolution and no response since despite repeated phone calls made by me to them. No request for more information, no questions, nothing. Have been told just to wait.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 her patience during the claim process. We trust this responds to the concerns raised in this complaint.Initial Complaint
Date:10/07/2022
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.
On June 8th, 2022, my husband and I booked a cruise on Norweigan Joy sailing out of ** on July 3rd, 2022. I also purchased Aon Affinity Travel Insurance for ******. Between those dates I had an adverse reaction to a chemotherapy drug for my colon cancer. During those weeks I went to the ** 3 times. They could do really nothing for me until the chemo got out of my system. The drug was Panitumumab and I unfortunately reacted negatively to it starting the next day and it lasted for over 7 weeks. The medicine burned me inside out-my eyes,nose, mouth, throat, neck, back, head my torso was beat red and itchy and burning me 24/7. I was in severe pain. I called Norweigan and cancelled and I filed a refund before the ship sailed and I am still waiting for the refund of ******* from the insurance company Aon Affinity Travel. The confirmation with Norweigan Joy was ********. I immediately called Aon Afffinity Travel they said it would take 21 business days to resolve and we are now on October 7th, 2022. When I call them they are still saying they are working on it and that they received my documentation but they have an abundance of claims and they are sorry. They are giving me the run around. I sent them the attending physicians statement, with diagnostic metastic colon cancer, last treatment date and the original itinerary. The Aon claims reference number is *********. The phone number is ************* or *************. I am worried this is not going to be resolved. I am in a dire situation. Can you help me get my money back?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 her patience during the claim process. We trust this responds to the concerns raised in this complaint.Initial Complaint
Date:10/07/2022
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 husband booked a cruise with Princess ******* 6/24/22. We embarked on the Caribbean Princess on 7/23/22 bound for *********** and ****** to disembark on 8/6/22. On 7/29 I fell ill with Covid 19. We called the ships doctor to test me for covid. The result was positive. We were removed to a quarantined stateroom. We could not leave the stateroom until we arrived at our destination in ********** the morning of 7/30, I called the ships doctor who said she would check in on me. She didn't do so for the remainder of the day. I am immunocompromised, as I have asthma and use inhalers. I am 78 years old. The decision was made for me to disembark in ****** where I would get needed medical care. I was taken off the ship that night by ambulance and transported to the emergency room of the nearest hospital. At 12:00am, after 5 hours waiting to be seen by a doctor in the *** I was prescribed the medication, Paxlovid, and released. My husband and I stayed in a hotel next to the hospital that cost $500 a night. So we moved to cheaper hotel outside of ******. The next day, my husband, who is 85 years old, fell ill with covid 19 and had to spend six hours in a different ER. Soon thereafter, I received an email from the Family Assistance Program associated with Princess ******* to reimburse expenses for passengers who are removed from the ship for medical reasons. She said we would promptly be reimbursed for expenses incurred in ******, i.e., hotels, meals, transportation, medical, the unused days onboard, etc. After 8 days in ******, we tested negative and flew home. Soon after, the Assistance Program emailed me that, since we had purchased AON Affinity Travel Insurance through Princess, we would need to file a claim with the travel insurance co. On 8/31/22 we filed claim number *********. We were told that it would take approximately 21 days for reimbursement. This has not happened! We are seniors on a limited income and are in need of the money we spent.Business Response
Date: 10/13/2022
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.
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