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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Initial Complaint
Date:10/05/2022
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 submitted a claim to AON on April 14, 2022 for a cruise that was cancelled by the cruise line half way through the cruise due to COVID issues on board and some 'stated repairs' ? to the ship they said were necessary. When I called AON on July 24, 2022 they stated they had received all of the necessary info from the cruise line (to support my claims) and the claim was now with an adjuster being reviewed. I was told the process would be completed within a couple of weeks.Since July 24th, I have called AON 5-7 times and each time I am given the exact same excuse and exact same time line every time I call. We are now into the 6th month after my claim submission. Others on the cruise submitted their claims directly to the cruise line and these claims have now been settled and paid by this cruise line. I have spoken directly with the cruise line about this issue and they state it should have been settled by now, but it is out of their hands at this point.
Business Response
Date: 10/06/2022
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: 10/11/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********. It is difficult to either accept or reject the response because this is the same reply I received every time I called the business. It has been 6 days since receiving this written reply and I have still not had the claim resolved..
Sincerely,
***********************
Initial Complaint
Date:10/05/2022
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 purchased a travel insurance policy with Aon for a Tauck Blue Danube River cruise 8/15/22-8/26/22. My wife suffered a severe knee problem and a knee replacement was necessary. We cancelled our trip 5/24/22 incurred $4070 late charge and filed claim to Aon on 6/22/22. The claim #********* with documentation. The surgery was done 7/15/22. To date the claim remains unpaid in an assigned status and no action by *** in near 4 months! I spoke to a ****** 9/9/22 who informed me I could not speak to the claim handler. I requested a call back none received. On 9/22/22 spoke to a ****** receiving same instruction call in 30 days! Today I went to their office in Garden City only to find out they are closed since Covid! It is now nearing 4 months without payment they owe according to the terms of the policy. This corporate behavior by *** is unconscionable in todays business and cannot be tolerated by the public! We are requesting the BBB intercede on our behalf to resolve our issue. Thank you ***************************** *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: 10/21/2022
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 and the matter has been resolved.
Sincerely,
*****************************
Initial Complaint
Date:10/05/2022
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 booked a trip with ********* for their 14-day ****************** Explorer - Premium" tour for May ***** of this year. Towards the end of the trip I tested positive for covid and had to quarantine for 10 days before returning to the U.S.. I had signed up for travel insurance with Aon Affinity and filed a "Trip Interruption" claim on 6/22/22. They sent me the wrong claim form initially ("Trip Cancellation") and it took me two months and about 8 calls before they sent me the correct form. They have my case listed as "assigned" but still not "in progress". They initially asked for an additional 3-4 weeks to process claims, but we are now approaching 4 months and I have heard nothing. Each time I call they say they will "escalate the claim" to their management staff, but it accomplishes nothing. I need some help in getting this completed as the claim amounts to about $3,000+.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.Customer Answer
Date: 10/13/2022
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:After almost 4 months of no response, *** sent me a reply to my claim the day after I submitted a complaint to BBB. They have processed and refunded me for the Trip Interrupted portion of my claim and now I am waiting on them to process the Trip Delay portion, having sent in all of my receipts. My concern is that because they have finished part of the process they will again put me on hold, so I'm not giving the thumbs up just yet until the remainder of the claim has been completed.
***********************
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.
We thank ****************** for his patience during the claim process. We consider this matter now closed.Initial Complaint
Date:10/05/2022
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 made reservations for a Norwegian Cruise last year that was to depart **** of 2022. For that reservation I bought Aon Affinity Travel insurance for my wife and I a $209 each. On May 7, 2022 my son was involved in a serious car crash which resulted in him needing medical care and surgery. We called and canceled or cruise with Norwegian who confirmed we had a legitimate claim to receive back the $4750 we had already paid for the cruise. We promptly filled a claim with Aon Affinity 0n May 20, 2022 with all the required information including statements from our son's surgeon. After 10 phone calls and emails we finally revived notice that checks were being sent out to my wife and I on July 26, 2022 for $2153.97 ea. This was not the complete amount we were owed but we were just happy to be receiving a check. After 2 weeks we hadn't received our checks so I started calling again and that's when we realized they sent them to the wrong address. On Aug 4, 2022 they said they would void the checks and send us new ones we still haven't received our new checks after 2 more months! I have called about 10 more times and each time all I can get out of them is they are working on it. Anyone in business knows that voiding and issuing a new check takes just minutes to complete...We just want to get paid back what they owe us!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: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 2022 I purchased travel insurance due not having coverage of my own. While on cruise I became very sea sick, dehyddrated and was required to go to the infirmory where I was given an IV and meds. We paid over $1300 prior to exciting the cruise and filed a claim. on May 11 2022 with Aon Ins. They asked us to be patient due to short staff and claims taking longer than usual. Every month I called to check the status and was told it was being reviewed and no further documentation was needed. Then in Aug 2022 when I called they claimed the reason they had not processed it was they need more documention. Even though for 5 months I was told they needed none. So I provided a letter stating I only catastrophic Insurance there for it was not covered. I have spent hours on the phone trying to work with them to be given excuse after excuse as to why I need to be patient and they are sorry they can't give me any answers. All of my phone calls were recorded and I want a resolutioon to this matter and my claim paid. I am now out of patience.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: 10/27/2022
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.
The above complaint was resolved. They paid in full but it took filling the complaint to get it resolved.
***********************
Initial Complaint
Date:10/05/2022
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.
Originally, *********************** (spouse) and I signed up for a cruise on Norwegian Cruise Line (***************) for a 10 day cruise in Europe in May, 2020. The amount of $6636.82, including airfare for two was paid to Norwegian. Because of the covid pandemic, the cruise was cancelled. Finally, the cruise was rescheduled for May 3, 2022. From the original cruise in 2020 to the time of the rescheduled ************************** became disabled and she became unable to walk without difficulty. Therefore, she would have been unable to leave the cruise ship or otherwise enjoy the cruise. She has been under the care of several physicians and most currently, a neurologist specializing in movement issues as **************************************** in **********. The cruise was cancelled in April, 2022 because of ******'s medical issue. Travel protection insurance had been purchased through ***************. In May, 2022 a claim was filed with the insurance carrier, AON Affinity Travel Practice, for the amount paid for the cruise. *** has been intentionally dilatory in handling this claim and has failed to abide by its contract with us for the reimbursement of the amount expended.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:10/04/2022
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.
On August 20, 2022 I had to cancel my Norwegian cruise due to having COVID-19. I submitted my claim through AON travel insurance on August 21, 2022 to receive the remaining amount of money Norweigan would not reimburse. The remaining amount is $2,581.40. I paid $273 for the insurance when I booked the cruise. AON emailed me and advised 21 business days to review the claim. They gave me claim number *********. As of today October 4, 2022 they are now advising I need to wait 60 days to know if they will reimburse me. I spoke with a supervisor and claims consultant who advised they will not push any claims through.Cruise - Norweigan Bliss sailing August 21-August 28, 2022.Submitted cancelled cruise claim- August 21, 2022 Looking for refund - $2,581.40 Claim #- ********* I have attached the Norweigan information after I cancelled and a copy of the email from AON insurance.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 her 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:10/04/2022
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 purchased travel insurance ($208) administered by Aon Affinity through Norwegian Cruise Lines for a cruise from July *****, 2022. Due to NCL's travel department flight bookings, I along with several other cruise passengers were stranded in ******** on our return home flights, because the flights were booked too close together for international travel and missed a connecting flight. Because it was the cruise's travel agent that made the booking, the airline would not pay for overnight accommodations so that I could get on a flight the next day. That cost was left to me to pay out of my pocket. I submitted a travel interruption claim through the travel insurance (because that is why you buy travel insurance!) to be reimbursed for the out of pocket expense on August 3, 2022. They advertise that claims take four weeks to process. It has been over two months and the only answer that I get when calling their customer service is that they have a backlog of claims and they will let me know when it is processed. Over 60 days to be reimbursed for covered out of pocket travel expenses that should be covered by their policy is unacceptable - especially when the company can give no details about how soon any type of resolution would be reached. I have called three times in the last two weeks and have not gotten any new information about this claim.Business Response
Date: 10/05/2022
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:10/04/2022
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 traveled on an NCL cruise July 3, 2022 and purchased travel insurance though NCL from AON. Our trip was interrupted due to covid resulting in delayed return home. On July 14th, 2022 I submitted all the receipts and required documents to AON claim #*********. At 30 days I received a canned email stating that they were overwhelmed with claims. Since then I have called twice and received the same answer, "Due to Covid we are behind. We have all your information and we will note your account to expedite". I have had no communication or further email from AON since the 30 day canned email. I have read the Arizona rider that says refunds are to be made in 30 days after submitting receipts, but now it's 3 months later and my online account is still showing "assigned". Please help with getting this processed and resolved.Business Response
Date: 10/05/2022
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:
Thank you for your help getting this matter taken care of. I have been informed that a check will be mailed to me in 1-2 business days.
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:10/04/2022
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 paid for travel insurance for our cruise/flight with Norweigian. Our flight was canceled last minute and our agent had to find us another flight. The flight we secured left from a different airport than we were originally booked for. On the return, we had to hire a car to drive us from one airport to the other to pick up our car. We filed a claim for reimbursement of the hired car, parking fee and travel agent fee to rebook flights. We filed the claim back on June 15th, 2022. It has been 3 and a half months and I still have not gotten reimbursed. I have called and emailed numerous times and keep being told same thing. They are dealing with a high call volume. Unacceptable.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: 10/12/2022
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,
*************************
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