ComplaintsforOn & on Inc

• Initial Complaint

  11/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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.

  Business response

  11/29/2022

  This client has not fully represented the facts. The facts are clear: The client did purchased travel through us and a separate insurance policy from a third-party company. That insurance is offered to the client by us but forms a direct relationship between the client and the insurance company. We are not involved in this relationship. The details of that policy were made clear and a copy of that policy was provided to her. As she states,she is a former employee who went through extensive training on the insurance product. She was a more informed consumer than any other.

  
  As we have consistently and repeatedly reminded the client, we are not the insurance company and we have no role or influence over the insurance companys decisions. Also made clear is what is required to be done to file a claim and that we have no ability to assist in that other than providing the insurance companys information and process, which we did.
  

  The fact is that the client submitted documentation to the insurance company for adjudication as to the validity of her claim against that policy. We had no standing in the situation, could not provide her assistance on gathering her medical documentation, and neither had nor have any part in the claim adjudication process.
  

  The insurance company denied her claim. While we have no insight as to how that determination came to be as we are not part of that process at all, it is our belief that it stems from the fact that the client informed us that they never sought medical treatment, but simply chose not to take the trip at the last minute due to an illness that was never treated by a medical professional. Again, this is an assumption based on communication from the client to our staff, but it does stand to reason that the insurance company would deny a claim when there is no medical documentation to support it.
  

  In review, this client received 100% of what was paid for and was fully informed of that. They made decisions on their own and have failed to accept responsibility for their actions and/or inactions. 

*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. ↩