Business ProfileforOn & on Inc

I purchased a cruise package from this *** for a cruise to ******. I also purchased travel insurance (my husband had never been on a *************************** tended to get motion sickness). He had been seen by the doctor several times for this before & received medications prior to the cruise. The agent assured me that if anything should happen that would be covered & that they had a "look back" timeframe to check into any previously existing conditions. My husband did end up getting sick, although it was upon landing at the ************** (a layover to our final distination). He couldn't get to the final gate at the airport. I immediately called this agent to alert them to our situation. I had to leave a message, and never received a return call. Stuck in ****** I had to figure out what to do with a sick husband in tow.I called NCL to let them know our transfer ride from *** to the port would not be needed & that we would not be boarding the cruise. I also called the insurance company to get assistance. They advised me they do not help people get home but to keep my receipts for submission to get everything reimbursed. We proceeded to rent a car and drive home from ****** to ******. Again, no help or advise from this *** that sold us the package or the insurance. It took us 3 nights and 4 days to get home. I did submit a claim to the insurance company without help or assistance from this ***I tried reaching out to the agency for assistance, ****************** during & after this unfortunate situation but they refuse to speak to me. They did finally email stating they wouldn't help & I should know everything I needed to know about travel insurance due to the fact that I worked for them for 3 weeks yrs before. I feel like they have a huge part to play in this situation. Sold cruise, and insurance and did nothing to help when needed and REFUSED to help afterward.They are incredibly rude and disrespectful. They need to own up to their responsibility as an agent.