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
- 1,569 total complaints in the last 3 years.
- 159 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:04/10/2025
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: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.Initial Complaint
Date:03/19/2025
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.
10/24/2024 - Norwegian Cruise to extend from 12/01/24 to 12/13/24 was purchased for $4040.04.Aon Affinity travel insurance was purchased at the same time.10/25/24 - Routine yearly mammogram revealed a suspicious spot. 11/13/24 Follow-up imaging caused radiologist to schedule a breast biopsy for 11/25/24.11/21/24 - We attempted to cancel cruise and were told we would not receive a refund because we could still travel. We rescheduled the cruise that same day, hoping the biopsy would be negative.Travel insurance remained intact throughout this process.11.25.24 - Biopsy was difficult and caused significant bruising and swelling. Pathology results would be delayed by Thanksgiving.11/27/24 - We cancelled the cruise.Since that time we have exchanged emails and paperwork with Aon Affinity to try to get a refund. We were asked to have a form filled out by one doctor and access to medical records. 12/20/24 primary care physician form submitted.1/30/2025 more information was requested and all attending physicians (primary care, surgeon, radiation oncologist, chemical oncologist) names, addresses, phone numbers, were provided along with signature granting medical records access.3/18/25 - There has been no further response. When we request update on status, we are told we will receive information in 2 to 3 business days. There is no other response.Business Response
Date: 04/02/2025
We have reviewed *** and **** ******* 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 *** and **** ***** for their patience during the claim process.Customer Answer
Date: 04/08/2025
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.
Thank you for your work to seek resolution to the claim.
It HAS now been resolved to our satisfaction.
****** *****
Initial Complaint
Date:03/17/2025
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.
My mom and I were supposed to go on a cruise later this year but we decided to cancel due to planes crashing. We canceled because our safety is important to us!! We were denied a refund of the cruise protection plan in the amount of $375 on 3/12/25!!! This is unacceptable. A refund should be given no matter the circumstances!!! If they valued our safety they would reconsider this denial!!!Business Response
Date: 03/31/2025
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 her patience during the claim process.Initial Complaint
Date:03/14/2025
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 booked a ****** cruise on July 15th 2023 as a surprise for our Family. A few days later we told our kids (9&7) about the trip. Our older Son became VERY overwhelmed and said he couldn't go on the cruise ship as he became extremely anxious about going on a cruise ship in the Ocean. We tried to talk to him daily to ease the worries but nothing worked. We contacted his Behavioral pediatrician and they instructed not to force the trip as he clearly has anxiety about it. Our son has **** and *** so we decided to cancel the trip. I contacted our Travel Agent and she canceled on July 24th. This was 11 DAYS LATER! We were refunded all of our payment EXCEPT a total of $686.44 which COULD ONLY BE USED AS CRUISE CREDITS! THAT'S THE WHOLE REASON WE CANNOT GO BECAUSE IT IS A CRUISE! My Son cannot go on a cruise! I called Aon Travel Insurance and they instructed me to have my Son's Doctor write a letter stating it was in his best interest not to go. After back and forth several times and the ********* writing 2 Letters they still would not refund the $686.44 !!!! 11 Days after booking I cancel and they GIVE ME CRUISE CREDITS FOR A CRUISE I CANNOT GO ON !Business Response
Date: 03/28/2025
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:03/13/2025
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.
Purchased Premium Travel Insurance that stated cancel for any reason for me and my son..I ended up in the hospital because I have Kidney disease and was unable to go on the cruise. The insrance company was AON Travel insurance and I provide all documents they requested. I have yet to hear from them. This was for a Princess cruise in August 2024 to ******. AON Reference number **********Princess Booking Number ******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 her patience during the claim process.
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