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:10/04/2022

  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( *****************************) and I were booked to cruise on the Norwegian ***** leaving on August 5th 2022 and returning on August 12th 2022. Two days prior to embarking we both took Covid-19 tests as is required by the cruise line. Well as luck would have it my wife tested positive and we were forced to cancel our cruise. I was told by Norwegian that I need to file a claim with AON insurance, which is the company they use for guests to insure their cruises. Well they say 21 day turn around on claims and sometime after 21 days I called inquiring about our claim which is in the amount of $3319.36. All I was told is that the claim was received and is being processed. I then asked how much longer and was told to give them additional 30 days. Well the additional 30 days was up so I called back. While speaking to a customer service agent, and I use that term very lightly, all she would say to me is I understand and I apologize She would not even engage in a conversation with me about my problem, in fact she didnt have a single thought of her own when speaking with me, all she was doing was reading off a chart hanging on her wall as she kept repeating the same rhetoric. Frustrated, I asked to speak to a supervisor. Keep in mind at this time of the conversation I have probably wasted ***** minutes of my time trying to get answers. After being on hold for probably another 15 minutes or so a supervisor finally picked up. I explained everything to her and thought I would get some answers, but was fooled. This supervisor basically reiterated the same rehearsed garbage that the first woman kept saying and never actually answering my questions or caring about helping me. My wife and I actually heard a rooster crowing while on the phone with the supervisor.Is this Insurance a scam? They had no problem taking our money when we took out the insurance and now that its time to pay they are dragging their feet and talking in circles. The claim ref # *********

  

  Business Response

  Date: 10/18/2022

  
  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 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: 

   I have not received a response from the company regarding my claim. I have sent them numerous copies of the medical document, even went as far as sending one by actual snail mail. Copies that were sent were very legible including the copy which I sent to the BBB and was forwarded to them. I am currently still waiting for my claim to be processed 

  
  

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

  

  Business Response

  Date: 10/25/2022

  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:10/04/2022

  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 trip through their website and they claim I never booked it because they cannot find it and they also refused to give me my money back. I was not ill or sick for any reason. Once I found out that they claim I didnt book it I told them to cancel the trip and they refused to still give me my money back. The trip was from April 23 to April 29 from the ******** to ******* in 2023. This is an six day trip. My reference number is *******. I booked this trip in June of this year. Claim number is **********. I paid $781.20 dollars for everything total which included insurance. They keep giving me a running around and told me to wait ******************************************** a refund of my money. I want my money back no one does not need to go through this.

  

  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: 10/05/2022

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

  Customer Answer

  Date: 10/06/2022

  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 case has not been resolved. I contact the Royal Caribbean  cruise to double check to make sure the trip is cancelled and it is. So as of right now please try to get them to refund me my money back. Aon Insurance is responsible for this particular step.
  
  Sent from my iPad
  
  ***************************
  
  
  
  
   
  

  

  Business Response

  Date: 10/11/2022

  
  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 trust this responds to the concerns raised in this complaint.  

• Initial Complaint

  Date:10/04/2022

  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.

  This was sent to NCL, ***, others:I am writing to complain of your companies policies to protect its guest on board ship. On 4/24/22 i was on a cruise to ***** from ***. The ship was the Gem. It came into NY waters with Covid on board. Guests and crew were infected. We were not warned of the covid outbreak prior to check in. If we had been, we would have cancelled. Three days into our cruise, the Cruise Director, **** became infected. Guest started to become infected and quarantined on deck 5. We were not told of this. There were signs put up to wear a mask. The crew, its officers, its doctor, or the captain did not enforced this. On may 8th the guest flying home to the US were tested for covid. My wife tested positive. She was tested again and was told the medical staff would contact her. At 3 AM we called the medical office, who did not return a call, who advised she tested positiver again. We were never shown any test results. It is my understanding about 80 tested positive. We were told on the morning of the 9th, that we would be transported to a hotel on shore at our own expense until my wife tested negative. The ******* Gov. requires at least a 7 day quarantine up to 21 days. We were in our cabin until 12:30 with no breakfast or drink. We had to call guest relations for food. About ******************************************** the hot sun for 5 1/2 hours. Around 5-5:30 three vans pulled up. We were herded onto the vans with less than 1 foot between covid positive guest. Some sicker than others. We were not told where we were going. We wound up 2 1/2 hours from ****. We called Aon at least 3 times. NCL twice. Others have received their refund. We put out close to $7000.00 during the lock down. *** requested we send medical papers to our insurance. ********** They'd not cover out of ** territories. We had none. It has been 6 months. Aon ref# is *********. Claim# is **********. *** advised they would waive the medical papers and expedite. Nothing yet.

  

  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. 

• Initial Complaint

  Date:10/04/2022

  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 AON Travel Insurance for an AZAMARA cruise in June. I broke my ankle and had to cancel. I filed a claim (#*******) on June 21, 2022. As of today, 10/3/2022, I have not gotten my money. I provided them with all the necessary documentation. Every time I call, I get apologies but no one to escalate my claim to. Today, I was told to wait another 30 days. I booked another trip and need the money to pay for it. This is absolutely too long for AON to process a 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 her patience during the claim process. We trust this responds to the concerns raised in this complaint. 
  

  Customer Answer

  Date: 10/05/2022

  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 cannot get a status regarding my claim.  When i called customer service two days ago, they told me they needed another thirty days to process claim  that is why i filed a complaint with BBB.  It should not take 5 months to process a claim.  I would like a specific date as to whenI will get a check for the claim.  

   

  Thank you,

  Sabina

   

   

   

   

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

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

  

  Business Response

  Date: 10/07/2022

  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 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 find that this resolution is satisfactory to me and the matter has been resolved.  If for some reason I dont have a check in a few days, I will reach out to you again.  Thank you for your intervention.  
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  Date:10/04/2022

  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 husband and I booked a Tauck river cruise for April 24th of 2022. We paid for travel insurance with Aon Affinity Insurance Services at the time of booking. Within hours of boarding the ship my husband, *****, tested positive for Covid 19 and we informed the cruise director. He immediately directed us to taxi back to the hotel where we remained until we could get documentation needed to return home. Upon return home contacted *** for guidance in filling the claim . We were given a claim number and forms to fill out which turned out to be the wrong forms. When informed of the problem we then completed the correct forms and submitted them electronically as directed. By now it is the beginning of July and we are told all necessary forms are in place and they will be reviewed by an adjuster. After the required 30 day review period I was told due to high volume of claims it would take an additional 30 days. It has now been 90 days and they answer is they are still reviewing my claim and no one can guess when it will be resolved. My belief is that since the claim is large they want to delay payment for as long as possible. I can get nowhere even after speaking to two separate supervisors . Please ask for an explanation on our behalf.

  

  Business Response

  Date: 10/10/2022

  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:10/04/2022

  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 filed a claim with AON Travel on May 22, 2022. The claim reference number is *********. The claim is for medical expenses incurred while on a cruise with Princess ****** Lines.I have called AON numerous times and always been told that the claim was being reviewed and that all needed documentation had been received.I think the claim website states that claim are generally completed in seven weeks. It has been 19 weeks and I have not received anything form AON!

  

  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:
  
  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:

   AON Travel has reached out to me stating that they wanted me to allow them an additional 30 days to resolve the claim. They state that this is due to an unusually large amount of claims!
  
  I see this as only another effort to avoid paying a claim and definitely not a resolution.
  
  *********************** 
  
  
  
   
  

  

  Business Response

  Date: 10/10/2022

  We have reviewed *** ***** additional comments and we are happy to provide further status on this matter.
  
  Our claims department has again reviewed the additional comments and/or documentation submitted and the customer should have received a response already or will be receiving a response shortly. 
  
  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.
   
  AON Travel has resolved my claim. I am receiving a check today.
  I consider this complaint resolved!
  Thank you for your assistance in this matter.
  
  ***********************
  

  
  

  
  
  
  
   
  
  

• Initial Complaint

  Date:10/04/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife, my 95 yr old Dad and myself booked a cruise on Royal Carribean on June 3, 2022 for Sept. 26, 2022 - September 30, 2022, including travel insurance. I went to the electrocardiologist on Aug 10, 2022. ********* scheduled my heart Ablasion for Sept. 20, 2022.He would not release me after the surgery to go on Sept. 26, 2022. I canceled on Aug 15 and received a $249.66 refund. I filed for a refund claim on Aug 18, 2022 for both my Dad and myself and my wife.I sent updated documentation on Aug 26, 2022, showing I purchased the cruise and insurance on June 3, 2022. Their policy is to finalize claims within 21 days. It has been 38 days and still there is no response from Aon insurance. There are two claims with reference #********* for me and my wife and #********* for my Dad which are linked together. I called Aon several times to ask about the status and they say they are working on it.Because Aon has not resolved this case in the 21 days since presenting documentation I am requesting a full refund for the total amount of $726.00.

  

  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.  

  Customer Answer

  Date: 10/06/2022

  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:

  Aon insurance company has given me a responce that I will receive a cruise credit in the next few weeks.  I do not trust this complany to send me a cruise credit.  It took 38 days for them to repond in the fist place and only after you the BBB send the company my complaint.  I do not want to close this case until I receive my cruise credit.  I would never reccomend this company for travel insurance because of their extremely poor costomer service.

   

   

   

   

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

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

  

  Business Response

  Date: 10/07/2022

  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 trust this responds to the concerns raised in this complaint.  

• Initial Complaint

  Date:10/03/2022

  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.

  8 July, 2022 Filed claim, reference number is *********. I. Covid on cruise in May, sheltered in cabin for 2.5 days, disembarked in *********, ****** and shuttled to hotel in ******* for one night quarantine. Not allowed to fly home. Rented a vehicle and drove home over three days with appropriate stops and stays in hotels along the route. 16 Aug, 2022. Contacted AON via web form and requested a status update. Canned response with no update given.19 Aug 2022. Contacted AON via web form and requested a status update. Canned response with no update given.29 Aug 2022. Contacted AON via web form and requested a status update. Canned response with no update given.6 Seot 2022 Aon completed the review of the Medical claim for ************************* and issued a check in the amount of $40.05 (Added interest was paid on the $39.98.)22 Sept. 2022. Contacted AON via web form and requested a status update. Canned response with no update given.28 Sep 2022 contacted AON via phone. ******** service agent could only inform that the claim was under review, CS agents supervisor told me the same thing but did advise me that he contacted the claims **** and advised them that I would be filing complaints with my States Attorney General as my next action, and he claimed they would expedite the claim. No further communications have been received from AON.Shuttle $197.62 Car Rental $789.16 Gas $264.07 Food $274.16 Hotel $566.56 Medication $39.98 Total $2131.55

  

  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:10/03/2022

  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.

  We purchased travel insurance through AON Affinity, our claim number is Travel Claim **********, our reference number is ********* for our cruise in which we departed May 22, 2022. On our return flight, June 22, our American airlines flight was cancelled due to weather. American could not rebook us to leave until Friday, evening,. We were delayed in ************ for 2 nights due to our flight being cancelled due to weather conditions. American Airlines sent a letter confirming that this was the case and I uploaded it to the *** site. I was told it was received. We had 2 hotel nights, food, taxi and an Uber. Claim was approximately $580.00 for my husband and myself. *** sends me a notice that they are busy and will get to it soon. I filed the claim June 23, 2022 and they still have not resolved the claim. They dont call and they send the same follow up advising they are working on it. This has been outrageous. We paid a lot of money for this policy in good faith that if we needed it, that *** would be there for us. Its been 3 1/2 months and they still have resolved the claim. I would appreciate your help. Thank you, ***** and *****************************

  

  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. 

• Initial Complaint

  Date:10/03/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased Aon Affinity travel insurance in conjunction with a tour of ***** for my daughter and a companion, because the tour company required travel insurance that included coverage for trip interruption due to COVID-19. On August 31, 2022 my daughter tested positive for COVID-19 and was required to leave the tour. On September 2, 2022, I filed a claim with *** and submitted all of the required documentation. It has been 30 days and the status of the claim is still showing as "assigned" on the Aon website. It hasn't even moved to "in progress" status. It is unreasonable that the claim has not even been reviewed after a month. I am concerned that *** is unreasonably delaying the claims process to avoid paying. They sold us a policy that would pay in the event of trip interruption due to COVID-19 and they should pay the claim accordingly.

  

  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 her 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:

  The company has processed my claim and mailed a check. However, some of the insured trip costs were not included in the reimbursement calculation. I have re-uploaded the relevant receipt on the Aon website with an explanation, and still await a response.
  

   

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

  Customer Answer

  Date: 10/30/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***************************