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:10/03/2022

  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.

  Aon travel claim unresolved since date filed 4/25/22. Reference number is *********. Originally submitted a written description of an health emergency with my father who suffered an acute decline with his ******** where he could no longer live alone. As his daughter and DPOA, I had to bring him from ** to VT, get him to primary care for assessment and make arrangements to have him moved into a ****** care center. I was unable to leave for the trip due to the nature of the situation and the stress on the family. I later provided the medical record documentation and late the form Aon required to be filled out by the doctor in June. I received confirmation from Aon each time info was added. I had multiple phone calls over the course of months to check on the status of the claim with a constant reply of each update extending the review by 21 business days, that they were months behind. I even called the *** executive offices since we paid our money to them in the first place and all they did was forward my call to ***, who once again said it was in process. *** had received financial info from *** in August. I stated my expectation was to have this resolved by end of September which has not happened. Neither Aon or *** are managing this and we want our money back. My daughter, *********************** is the other passenger who also paid a portion of the fees for these trips. We originally intended to go in January and cancelled due to Covid concerns, rebooked for May **** and our platinum plan applied the 90% rule to this trip. ******* for *** and $2409.03 for me, I paid an additional $2821.12, $395.00, and *** paid an additional $450 and $6. We actually rebooked to go this November thinking we could apply our refund but since *** had not resolved our claim by the time our total booking fee was due, my daughter cancelled and got deposit back. I cant tell you how disappointing this has been. Aon needs to provide full refunds now.Aon has all supporting documents

  

  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.  

• 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.

  My wife and I made reservations abroad ******************* 2 to *********** ******* embarking 8 July 2022 with the total cost of $8,877.08 to include a flight from Ireland. This trip was cancelled 05-25-22 and ****** paid their portion of the refund 05-25-22 in the amount of $4,428.10. All claim forms required by AON insurance were filed May 2022 for $4,448.98 which is covered by the insurance claim. The policy reference number is ******* and a claim number is **********. All information including medical and doctor forms required by AON were including in the claim. ******************* 2 left from ******** July 8, 2022 at which time my wife was in the hospital. I have made many phone calls to Cunard, starting in June. They acknowledged receipt of the claim and promised a resolution in 21 days. In addition to the phone calls my emails are answered with the same form letter, promising a resolution in 21 days. ***********************

  

  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: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.

  we add a cruise with NCL on january 2022, and took the travel insurance with NCL.They denied us boarding because 1 of us test positive to a Covid test. (my son in law).They send us to the hotel for quarantine and we pay for everything.It's been 9 months that we are trying to get a refund and they just keep asking for the same document again and again.They want a "Copy of quarantine copy as issued from a government or physician" that is impossible to get. We call 20 times AON and NCL and it's always the same thing.....everything is OK and we receive a other letter 1 month after saying the same reason and asking the same document. The claim is about 12000$. We also asked to talk to a manager and it's always impossible.2 claims number:*********: *****************************, ***********************, ******* St-***** (positive test)*********: *********************, *************************, Close contact with Covid quarantine mandatory

  

  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 claims 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:10/03/2022

  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.

  My wife and I purchased a Platinum Travel Insurance Policy through Holland America for a cruise we took from ********* to ****** GR May 1-15-22. The policy included trip interruption and trip delay coverage that covered interruptions for medical reasons and delays caused by flight cancellations. I was diagnosed with Covid-19 on 5/14, which interrupted our return to the US until 5/28 and caused us to incur additional lodging and meal expenses. Upon finally returning to the US, our trip was further delayed due to a flight cancellation. I submitted a claim via Aon's website on 6/7 with most of the required documentation and received acknowledgement of receipt from Aon. On 6/10 I submitted the remaining required documentation via their website. In mid June, I talked with ***'s call center and was told that it would be about 28 days for them to process the claim. On 8/6 I made an inquiry about the claim status via their website and received acknowledgement of my inquiry, but never received a reply. On 8/22, I received an email from Aon requesting documentation for my Covid-19 diagnosis and receipts for meals while delayed in ******. I provided them with the receipts on 8/22 and Covid-19 diagnosis on 8/30. On 9 Sep I submitted for a 2nd time the Covid 19 diagnosis documentation and meal receipts in response to a message on my online claim status showing they were still waiting for those documents and received acknowledgement of their receipt. On 9/15 I received an email from *** again acknowledging receipt of my Covid 19 diagnosis on 30 Aug and that it would be approximately 30 days from the date of receipt for the claim to be processed. On 9/21 I received an email stating they still were waiting on my meal receipts and Covid 19 documentation. I resubmitted them for the 3rd time. I checked the claim status online on 10/1 and there was a message on the claim status saying they were waiting on the previously submitted documents. I resubmitted them for the 5th time.

  

  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.