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:10/06/2022

  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.

  My parents purchase an ******* cruise through a travel agent to sail in July of 2022. All money was paid for up front as well as travelers insurance was purchased. My parents left on their land portion of their cruise on July 10 and 2 days prior to boarding their ship, the tested positive for Covid during the routine Covid testing. Due to testing positive, they were not allowed to board their ship and finish out their vacation. Instead they were bused to a hotel where they had to spend 5 days quarantined. During this time, they had to pay out of their own pocket all eating expenses as well as the cost of the hotel stay for the 5 days. I was told to submit a claim with AON Travel Insurance to be reimbursed for a full refund of the ship portion they did not get to complete as well as the 5 days of hotel stay and all food that they had to pay out of pocket for. I submitted ALL REQUIRED documentation to this company on July 20th 2022. I waited the allotted time they stated and called to inquire about the refund. They stated they were back up and to wait a few more weeks. I also waited that allotted time and since then have called back multiple times and I keep getting told to just keep waiting and they will get it processed when they can. I have now waiting 3 months and have still not received anything from them. I am wanting the FULL REFUND I should have received.

  

  Business Response

  Date: 10/31/2022

  We have reviewed **** ************ complaint on behalf of her parents, *** and ***********************. We are happy to provide status on this matter.
  
  Our claims department has reviewed the claim and the individuals above 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. 

• Initial Complaint

  Date:10/06/2022

  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.

  In mid-June, we filed a claim for cancellation of a cruise alongside another couple with a near-identical issue (medical problem in leg leading to no mobility).The accompanying couple received their check within about two weeks.AON approved our claim, and sent the checks in the mail (time stamped emails available as proof). They never arrived. We requested cancellation of these checks, and issuance of new checks. These new checks, after many weeks, never arrived. We requested that a third set of new checks be reissued with tracking. The company has not responded to emails, and phone calls have reached a service representative who offers no help, and no follow-up after the call.These checks are worth multiple thousands of dollars. It has been three months (the other couple received near-identical checks months ago, despite even completing their applications AFTER ours). Our credit cards are being charged more money each month, as we do not have the money.We HAVE verified the address and information multiple times. It is correct.

  

  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: 10/20/2022

  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: 

   A representative has contacted me, and is working to send my checks through ******  I have not yet received a tracking number, and am waiting to hear back after leaving messages.  I will accept resolution when my money has been received (not yet).

   

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

  

  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: 11/01/2022

  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:10/05/2022

  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.

  I bought Aon insurance for a cruise that I was taking on Virgin cruises from 12/24/2021 to 12/29/2021. We arrived at the terminal, tested NEGATIVE for covid, boarded the ship, unpacked, had lunch and then we had to go to medical because of a medicine I was on. After some back and forth with the nurse and Dr., the Dr. decided that I was too big of a risk for getting covid and I would not be able to further my cruise. We were escorted back to our room to pack and then walked off the ship by security. Two people at the terminal then found us lodging and flew us home the next day. I filed the initial claim on 12/28/2021 and received a denial on the basis that I was denied boarding. I appealed and sent in requested additional paperwork on 6/14/2022. I have called multiple times receiving the same "we have everything we need we'll contact you etc." every time I call. I would like my claim granted as it was denied in error.

  Customer Answer

  Date: 10/07/2022

  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:10/05/2022

  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.

  I booked a cruise for my family through Princess ************ My booking number is ******. I also purchased Delta airline flights and travel insurance through Princess *********** The dates were for August *****, 2022. Our flights from ********* were delayed so many times, that we could not get to ******* in time for our cruise. We were told that we would have to file a travel claim through Aon Affinity to get our money back. My claim number is *********. I called multiple times on August 13th and was told to file an online claim and it would take 21 business days to get my money back. I am on business day 38 and can not get my money back. Their claim system still shows it in an assigned status and it does not even show it is in a processing status. I have called and complained twice and their excuse is that they are running behind and can not even give me an estimate of when I can expect my money. They have told me that they would mark it to be expedited, but it does not appear that it is even being worked on. I have a friend that was also supposed to be on the same trip and she has not received her money either. I am owed over $5,000 and I feel like AON is just stalling and sitting on my money. This feels like a very fraudulent situation and I suspect that a Princess has no idea that our claims are not being processed in a timely manner.

  

  Business Response

  Date: 10/07/2022

  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.  

  Customer Answer

  Date: 10/07/2022

  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 still not received my refund of my travel claim.  I have only received a request from them yesterday stating that they need a letter from ***** Airlines proving the duration and circumstances regarding the delay in my flight.  I had already provided proof to them when filing the initial claim that my flight was delayed multiple times.  Honestly, I do not understand why the reason my flight was delayed multiple times should have any bearing on my claim.  I did call ***** and requested proof.  This information has now been sent to AON and I am still waiting on an approval and my claim to be paid.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

  Customer Answer

  Date: 10/18/2022

  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 not received reimbursement from AON, Delta, or Princess *****************************************************************************

  

  Business Response

  Date: 10/26/2022

  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. 
  
  
  We consider this matter with ******************* now closed.

• Initial Complaint

  Date:10/05/2022

  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.

  I booked a cruise through NCL (Norwegian Cruise Line) and added a travel protection plan (AON) with my booking which covers Accident Medical/Sickness Medical (up to $20,000). My itinerary was July *****, 2022. I got sick onboard and had to be treated at NCL's *************** The ****************** filed the claim on 7/20/22 and sent all of the necessary medical documents that support my claim. I was provided this claim reference number: *********. I also received an email from AON stating that they received my claim and provided the same reference number. They also mentioned that, on average, it takes 21 business days for them to review the submitted documentation. In the meantime, I had to charge everything to my credit card and had to pay my credit card bill which was really high. I have been checking the status religiously since the claim has been filed and it only changed status once (within the 1st week) from submitted to assigned. I have since called twice to follow up on the status and the customer service representatives have the same response each time and they have no other information to provide me. I asked to speak directly to the actual department that handles the claim and the customer service representative said she has no option to transfer my call to any department. It's almost 3 months now that I have not seen any update or activity on my claim. It should have been paid by now. All I wanted is for AON pay me back/reimburse me for the amount that I paid for the medical expense I incurred onboard.

  

  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. 

  Customer Answer

  Date: 10/21/2022

  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: 

  No resolution is offered to me regarding my claim. I have provided all the necessary documents when the claim was opened back in June. Theres no ************ of contact to follow up on the real status of my claim. Every time I call their 800 number, I only get the same response from representatives (claim is still being processed). Its been 4 months now and still no reimbursement for the medical expense that should have been covered when I added the *** travel insurance. They should at least reach out to me with a ************ of contact and a contact number in their actual claim handling department to clarify whats needed to get the claim processed faster.

   

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

  
  
  
  
   
  

  

  Business Response

  Date: 11/02/2022

  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:10/05/2022

  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.

  My problem with this business stems from filing a claim for a cruise that I was unable to go on because of surgery. I completed the claim form with the required information from my physician and waited for their response. At the end of July ***************************************************************************** to sign. I did not receive the authorization. They referred to in the letter so I could not send it back. I immediately called and spoke to a representative, who said she would send the authorization to me, via email. However, after not receiving the document and several additional calls, I called back at the beginning of September and was told that there was a miscommunication, the document would be sent out by regular mail. In the meantime, I received another correspondence from ***, telling me if they did not receive the documentation they have been asking for they would close my claim. I told the representative what the issue was and she promised that, I would receive the documentation via regular mail. I have not received any documentation from Aon at all. With the exception of the last letter they sent me via email this past week telling me that they have closed my claim.I have reached out to them at least five or six times asking for this documentation/affidavit and receiving responses from them that I would surely get it. Today I have not and I truly believe they are doing this not to pay out my claim. Since I have reached out to them so many times and not gotten satisfaction, I am filing this claim. I am a retired senior citizen and the claim is for over $1000 which means a lot to me I would like your help in resolving this problem. *** has two numbers for my claim, they are as follows. Reference number ******* and claim number ***********

  

  Business Response

  Date: 10/07/2022

  
  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. 
  

  Customer Answer

  Date: 10/17/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution will lead toward a satisfactory resolution.  They have provided the authorizations forms that I have been asking for in order to complete this claim to me and the matter is on its way to being resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:10/05/2022

  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 booked a cruise for june 23 2022. We tested POS for covid on the 21. So we canceled. We had aon affinity travel ins. Submitted a claim for reimbursement but have not received anything yet. Every timei call they tell me another 30 days. Received email today telling me another 30days. That will be 4 months. Claim # *********. We booked with Norwegian cruise lines. And would like our refund since we had insurance protection. We've had other emergencies and could of used that money. Your help would be very much appreciated in getting this resolved. Thank you.

  

  Business Response

  Date: 10/07/2022

  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:10/05/2022

  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.

  My wife got covid and we were unable to go on a cruise that we had booked and we had purchased the travel insurance through this company. We filed the claim correctly back in May of 2022 and we still haven't gotten any resolution to our claim. Every time I contact them I get this repetitive message that the claim is in process and to give them more time but this is getting ridiculous it's now October. We need that money for othet things!

  

  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:10/05/2022

  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 ****** Cruise Lines for our back to back cruise. We contracted Covid during the first cruise and were not allowed to reboard for the second cruise and could not fly home. We rented a car and drove home instead. We filed a claim on August 22 and submitted all required documentation the next day. We were told this process would take 3 weeks. I checked the status after a month and they said they needed additional time. I have checked every week since and get the same response. I just want this to be settled. If they are that backlogged, they should hire more claims agents. Our caim number is *******.

  

  Business Response

  Date: 10/11/2022

  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: 10/12/2022

  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:10/05/2022

  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.

  Cruise, flights and "Aon" travel insurance was purchased some time in May 2022 through Cruises only travel agency. Our Celebrity cruise was scheduled for July 25 to Aug 5th. When we arrived to ****, ***** (25 July 2022) we could not find our luggage at baggage claim. It was a mess to try and get anyone to help (on a Sunday) much less speak English to communicate what we needed to do or how to determine if our bags were in fact lost. I was able to find someone at the airport who was able to explain our bags were put on the wrong plane and were in ***** but would arrive later that day or evening they weren't 100% certain. Well, I couldn't exactly hang around to wait and see if they were lost or delayed because I had a cruise to catch. Long story short my family and I were without our luggage for 7 days of the 12 day cruise. It finally arrived at ******** were I was able to get it (which was an ordeal within itself). But I was assured because I had purchased travel insurance I would just need to keep all my receipts then file a claim when I returned. I have now returned and I have reference #:******* Claim Number **********. After jumping through hoops and submitting everything, they ****** have now stated "additional information" is needed where I need to provide a copy of my credit card statements to confirm receipts. Frankly, I find it appalling they delay and try to find a reason to not pay. Or *********** you will eventually give up. We are a family of 6 with my youngest two kids in diapers and requiring multiple changes of clothes daily, my wife and I spent quite a bit of money. Not to mention buying clothes on a cruise ship is rather expensive. I have provided *** all the information requested to include my bank statements because I wouldn't wish our experience on anyone. I would like for Aon to pay the amount spent in receipts ($3,137.82) along with the minimum "bag delay" trip insurance of $500 per person. ($500 X 6 =$3,000) for a total of $6,137.82

  

  Business Response

  Date: 10/08/2022

  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.