Complaints
This profile includes complaints for Aon Affinity Travel Practice's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,567 total complaints in the last 3 years.
- 158 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:04/18/2025
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 filed a claim for medical expenses that I incurred on a cruise on a royal Caribbean ship. Instead of.telling what I need initially every time I send documentation, they ask for additional information.
Business Response
Date: 04/23/2025
We have reviewed *********** inquiry and would like to provide the following status.
Our claims department has reviewed the claim and has contacted the customer regarding documentation required to finalize the claim.
The claim has been processed according to the terms of the plan purchased until such information is received.
We thank *** ******* for his patience during the claim process.Initial Complaint
Date:04/16/2025
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 submitted a claim with AON Affinity on 3/23/25. When I spoke to an agent in February of 2025 and informed him that my daughter was just diagnosed with stage 4 cancer and I needed to cancel our cruise he told me we would receive a full refund due to the diagnosis and the time allowance as the cruise departure was 4/25/25. In addition I would receive a full refund for the flight. To date I have not received a cent from *** after multiple calls. Today I was told they would only reimburse me for 1/2 of the cruise cost and $400 for the flight. I provided them with the same documentationI am providing to you.Business Response
Date: 04/25/2025
We have reviewed *** ****** inquiry, and we are happy to provide status on this matter.
Our claims department has reviewed the claim and has contacted the customer regarding the finalization of the claim.
The claim has been processed according to the terms of the plan purchased and therefore, the customers concerns have been addressed.
We thank *** **** for her patience during the claim process.Initial Complaint
Date:04/11/2025
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.
In March 2025. I canceled my cruise reservation due to hospitalization of childbirth and additional complications after birth. I was told by the *** representative that I was approved for a full refund minus the nonrefundable deposit. I was referred to *** to submit a travel claim for reimbursement upon doing so I was required to have my provider fill out my medical information which then became multiple documents of invasive request regarding my health and my health records. Upon completing all documentation that was required requested through Aon travel it was then determined that I would not be receiving, the rest of my refund. When I reached back out to Aon It was stated to me that they would not be able to process my refund. Now it has been over a month With multiple Touch points on my end and I have requested to speak with a supervisor they have yet to return my call. After speaking with another representative, I was then placed on multiple hold and unable to speak with an analyst to further explain the determination to cancel the refund. At this point, I I have been lied to, and I have been manipulated in order to provide them with personal identification information, knowing that this information is shared causes me a lot of concern. I do not appreciate how I have been treated during this process and I am still looking to receive my full reimbursements.Business Response
Date: 04/21/2025
We have reviewed ******* inquiry and would like to provide the following status of this matter.
Our claims department has reviewed the claim and has contacted the customer regarding the finalization of the claim.
The claim has been processed according to the terms of the plan purchased until any additional information is submitted by *** **************** thank *** ***** for her patience during the claim process.Initial Complaint
Date:04/10/2025
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 had to cancel my cruise due to hospitalization and a diagnosis of auto amun hepatitis. I was emitted to the hospital Feb 20**. My cruise date was May 20**. I bought the insurance Feb 2024. I sent in all the proper paper work and was denied 2/3 days after we filed. The notification of denial was for a pre existing condition. A employee of *** entered the incorrect information.I called and the customer service and she saw the dates were incorrect ( their error) and she said she had to submit the paperwork to the appeals department (March 31, 20**).I called again today and was told we should receive a email in 15 days. Why should I be penalized due to their error. This totally wrong. This company is horrible. The insurance is for a substantial amount over ******** claim #*********** They had no problem processing my payment but they dont want to reimburse me for the insurance I paid for just incase something happened. ******* ****Business Response
Date: 04/11/2025
We have reviewed *** **** inquiry, and we are happy to provide status on this matter.
Our claims department has reviewed the claim and has contacted the customer regarding the finalization of the claim.
The claim has been processed according to the terms of the plan purchased and therefore, the customers concerns have been addressed.
We thank *** **** for his patience during the claim process.Initial Complaint
Date:04/04/2025
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.
Had purchased a cruise in May 2024. The cruise with Princess was to take place March ******. Had also taken out insurance through Princess with AON Infinity Insurance. In January 2025 our primary doctor had stated that I would not be able to travel at this time because of health issues. A number of letters from the doctor and health procedures were sent to the insurance and every time the insurance comes up with issues that they still need. I have called and sent emails to Princess Cruises and AON insurance over 30 times in the past 3 months starting in January 2025 through April 2025. The contract with the insurance company states they are liable to pay the cancellation fee. They have still not done that. I dont know what else to do to get our rightful money.Business Response
Date: 04/08/2025
We have reviewed *** ********* inquiry, and we are happy to provide status on this matter.
Our claims department has reviewed the claim and has contacted the customer regarding the finalization of the claim.
The claim has been processed according to the terms of the plan purchased and therefore, the customers concerns have been addressed.
We thank *** ******* for her patience during the claim process.Initial Complaint
Date:04/01/2025
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 had a cruise scheduled with Princess for March 15. We found out in January. My husband had to have surgery on March 11 so canceled our cruise on January 15 and received our half our money from Princess. Weve filed claims we had the doctor fill out a physician statement. *** keeps saying that they need more information Ive offered to send them a picture of the surgery on his back weve gave them all the information theyve asked for all his doctors. They said this physician statement would be what they needed but we gave them that and they still are not happy. We never hear from them. We have to constantly reach out to them to get a status of our claim, I wont give up though they owe me money. This is a ridiculous company. Buyer beware. This company is not your only option.Business Response
Date: 04/15/2025
We have reviewed *** *********** inquiry and would like to provide the following status.
Our claims department has reviewed the claim and has contacted the customer regarding documentation required to finalize the claim.The claim has been processed according to the terms of the plan purchased until such information is received.
We thank *** ********* for her patience during the claim process.Customer Answer
Date: 04/15/2025
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:we have supplied Aon with all the forms they have asked for from us. Now theyre asking the doctor for another form which they wont disclose to us and they just keep mailing the doctor this form which probably sits on an desk somewhere and will probably never be seen by the doctor. It really just gives Aon an excuse not to pay if they are not going to pay I think they need to refund the money we paid for this worthless insurance.
***** *********
Business Response
Date: 04/28/2025
We have reviewed *** *********** additional inquiry.
Our claims department has contacted the customer regarding this additional inquiry and we have provided him with the requested update including his final claim determination
We thank *** ********* for his patience during the claim process.Customer Answer
Date: 04/29/2025
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:04/01/2025
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.
Per the policy guidelines if a customer has a medical condition/issue/reason that prevents them from traveling then he/she are entitled to a full refund with supporting documentation from a physician. I was not able to travel per my doctor for several days for medical reasons! I provided all requested information to AON Travel Insurance. I made contact with the company because they failed to communicate with me. It has been longer than 15 days and my refund has not arrived.Business Response
Date: 04/08/2025
We have reviewed *** ******** inquiry, and we are happy to provide status on this matter.
Our claims department has reviewed the claim and has contacted the customer regarding the finalization of the claim.
The claim has been processed according to the terms of the plan purchased and therefore, the customers concerns have been addressed.
We thank *** ******* for her patience during the claim process.Initial Complaint
Date:03/26/2025
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 trip cancellation insurance. I filled a claim in January. For a cruise departure 2/15 *********** has fraudulently denied receipt of requested information in spite of sending confirmation of receipt hiBusiness Response
Date: 04/09/2025
We have reviewed *** ************* inquiry and would like to provide the following status on this matter.
Our claims department has reviewed the claim and has contacted the customer regarding the finalization of the claim.
The claim has been processed according to the terms of the plan purchased.
We thank *** *********** for his patience during the claim process.Initial Complaint
Date:03/24/2025
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 canceled my Cruise due to my Wife being diagnosed with Cancer on 1/7/25, 32 days prior to departure date and paid $350. I have submitted a claim with them and they keep asking for a Physican Statement. According to the instructions, if a Death occurred, provide a copy of the Death Certificate in lieu of the Physician Statement. Physican will not complete this form as my wife is deceased and can't sign a Release Statement. I've called many many times that a Claims *** will call me. NO ONE has ever called me back. I'm looking at around a 500$ reimbursement. PLEASE HELP.Business Response
Date: 03/26/2025
We have reviewed *** ******* inquiry and would like to provide the following status on this matter.
Our claims department has reviewed the claim and has contacted the customer regarding the finalization of the claim.
The claim has been processed according to the terms of the plan purchased and therefore, the customers concerns have been addressed.
We thank *** ****** for his patience during the claim process.Initial Complaint
Date:03/20/2025
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 took out travel insurance for a cruise.I went to the dentist for a partial fit. Upon having that done I them had to pay for my upper teeth to be done cause nothing would fit right. I sent them the dental paperwork and they denied the claim saying it's not medical.Business Response
Date: 03/28/2025
We have reviewed *** ******** inquiry and would like to provide the following status at this time.
Our claims department has reviewed the claim and has contacted the customer regarding the finalization of the claim.
The claim has been processed according to the terms of the plan purchased and therefore, the customers concerns have been addressed.
We thank *** ************* for her patience during the claim process.
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