Business Profile

Insurance Services Office

Affinity Insurance Services, Incorporated

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Complaints

This profile includes complaints for Affinity Insurance Services, Incorporated's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

30 total complaints in the last 3 years.
8 complaints closed in the last 12 months.

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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:11/19/2023
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.
Affinity Insurance Agency & (NSO) 1100 Virginia Drive, Suite 250 Fort Washington, PA 19034-3278 Date of renewal was 10/28/23. $116 paid to business. Business committed to provide 1 full year of Professional Liability coverage starting from the renewal date of payment (10/28/23). I paid for 1 full year of Professional liability insurance on 10/28/23 which i would be covered until 10/28/24. This company back dated my coverage essentially starting the coverage from 5/8/23 which was the date my last policy ended. I don't need the lapse in coverage nor did I ask for it. I've made multiple attempts/calls to ask them to change the start date to the date i renewed my policy and received a no unless i wanted to cancel the policy and restart it but then would only get $58 back, not the full amount. I've talked to the supervisor (*****) after several days of calls with no call back, finally reached him. He said that i would need to email them and request to cancel the back date. My email was apparently blocked from sending the required email to them. At this point I'm done trying to fix this with them on my own and am requesting your help. Thank you for your time, **********************************
Business Response
Date: 11/29/2023
November 29. 2023
Dear *** *******:
Nurses Service Organization (“NSO”) is in receipt of the complaint filed by ********* ******** on November 19, 2023. NSO is a registered trade name of Affinity Insurance Services, Inc. (“Affinity”). Affinity is the Managing General Underwriter for *** Insurance (“***”). Thank you for the opportunity to respond.
*** ********’s policy lapsed in on May 8, 2023. On October 28, 2023, *** ******** reinstated her policy online with a retroactive date of May 8, 2023 to May 8, 2024.
On October 30, 2023, *** ******** called over concerns that her policy was restored to the original effective date of May 8, 2023 rather than the date in which she reinstated, October 28, 2023. The Customer Service Representative (“CSR”) explained that an effective date of October 28, 2023 would create a gap in coverage. *** ******** was not concerned with the gap in coverage and the matter was then escalated to management.
On November 6, 2023, *** ******** spoke with another CSR who offered to cancel the policy with a $50.00 refund which was declined by *** ********. The CSR transferred *** ******** to a manager who informed her that we could not change effective date due to timeframe. The manager advised *** ******** that approval from *** was required in order to backdate the request. He provided *** ******** with the email address of the referrals team who handles such requests (EMCReferrals@***.com). Review of calls indicates that the manager spelled out the email address phonetically. The manager further provided a timeframe and instructions to not re-apply until she gets a response from referral team.
Upon reviewing the complaint attachment, the address on the blocked email is incorrect. The address used by *** ******** was spelled ENC-Referrals@***.com rather than EMC-Referrals@***.com.
Therefore, we did not receive the request to send to CNA.
We reached out to *** ******** on November 27, 2023 and offered to provide her with a full refund of $116.00 which was agreed to by *** ********. We then cancelled the existing policy and issued a refund.
We trust that we have satisfactorily responded to the complaint filed by *** ******** and this matter can be closed. Should you have any further questions, please feel free to contact our office.

Respectfully,
AVP, Compliance
Affinity Insurance Services, Inc.
Initial Complaint
Date:08/04/2023
Type:Service or Repair 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.
I purchased travel insurance from AON for a cruise that i was supposed to take in June. Due to health reasons i had to cancel the cruise and claim the insurance for the amount that was not refunded to me. This is about $2000. AON send a package for me to fill out as well as my DR. My DR took about 4 months to fill this out and I finally send it to AON. It took AON less than a week to deny my claim. They did not even bother to get the medical records or contact the DR and simply denied it saying that the condition was preexisting, which is untrue. I submitted to them the same letter that i attached here and also call to complaint. They said that they were contacting the adjuster to re review. I would appreciate all the help that you can give me. Throughout the years i always purchased travel insurance this is the first time that i tried to use it and the results are totally dissapointing. I trust that they will eventually do right but please help
Business Response
Date: 08/24/2023
August 24, 2023
Dear *** *******:
We are in receipt of the complaint filed by **** *** and have researched this matter accordingly.
**** *** initiated a claim with the Aon Affinity Travel Practice division of Affinity Insurance Services, Inc. (“Travel Practice”), indicating she needed to cancel her trip due to her own medical reason. After a review of the submitted Attending Physician Statement it was determined that the medical reason that caused the cancelation was due to a pre-existing condition and as such her claim was denied.
After review of the additional information stated in the complaint, the Travel Practice has advised **** *** that her claim has been reopened and additional information was requested from her treating physician.

Once the Travel Practice receives this additional information, her claim will be rereviewed under the terms of the plan. Should you have any further questions, please feel free to contact our office.
Respectfully,
AVP, Compliance
Affinity Insurance Services, Inc.
Initial Complaint
Date:07/12/2023
Type:Service or Repair 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.
On Saturday July 8, 2023, I filled out the paperwork to cancel.my cruise with ******** they refunded my money, and they told me to call the insurance company for the $290 I filled out paperwork they said that they will not give my money back we had to cancel because this was a honeymoon trip and the groom just walked out. And I just had rotator cuff surgery and bicep repair surgery and have to do 6 months of therapy and I can't miss this therapy. so, we had to cancel are trip and now they will not give as a refund.
Business Response
Date: 08/07/2023
August 4, 2023
Dear *** *******:
We are in receipt of the complaint filed by Robert Kuhn and have researched this matter accordingly.
Mr. Kuhn initiated a claim with the Aon Affinity Travel Practice division of Affinity Insurance Services, Inc. (“Travel Practice”) indicating he needed to cancel his trip as this was for a honeymoon that was no longer taking place. In his complaint he also made reference to an additional reason, stating he had surgery and needed six months of therapy.
After review of the additional information stated in the complaint, Travel Practice advised Mr. Kuhn that in order to review his claim for a medical cancelation he would need to provide a complete and return the Attending Physician’s Statement which was emailed to him.

Once Travel Practice receives his medical documentation his claim will be rereviewed under the terms of the plan. Should you have any further questions, please feel free to contact our office.

Respectfully,

AVP, Compliance
Affinity Insurance Services, Inc.
Customer Answer
Date: 08/07/2023
I believe that I should not have to give them my medical records If my doctor can’t even show my records to my family I should not have to show them any of my records about my surgery that is the HIPAA law
Customer Answer
Date: 08/18/2023
I did respond to the last message They didn’t respond to my message and I think they need to look at their procedures We should not have to give them any medical records My family cannot get them so why should I share them with someone I don’t even know
Initial Complaint
Date:01/04/2023
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 paid this business to insure our cruise payment and after almost a year have yet to receive any compensation for our legitimate claim. We are owed over $5,000 and they keep ignoring us.
Business Response
Date: 02/03/2023
February 3, 2023
Dear *** *******:
We are in receipt of the complaint filed by *** ***** ********* ************** and have researched this matter accordingly.
*** ************** initiated a claim with the Aon Affinity Travel Practice division of Affinity Insurance Services, Inc. (“Travel Practice”), indicating the basis for her cancellation of the cruise reservation was due to her experiencing a deeper sense of anxiety regarding going on the scheduled cruise.
While the Travel Protection Policy that *** ************** purchased does indeed provide reimbursement in the event of receipt of a covered Sickness which results in medically imposed restrictions as certified by a Physician, the plan contains certain requirements that must be met in order to permit a participant’s eligibility for a cash reimbursement. However, the plan does also contain a number of specified exclusions to the eligibility of cash reimbursement.
The Limitations and Exclusions section of the policy states that any loss caused by or resulting from mental or emotional disorders, unless hospitalized, are not eligible for a cash reimbursement. According to the information submitted by *** **************’s and on attending physician’s statement submitted, her medical condition falls directly under this exclusion. As such, *** ************** does not meet the eligibility for a cash reimbursement.
However, please allow us to advise that *** ************** is eligible under the Any Reason Cancelation feature and is being provided future cruise credits by the cruise line which may be used toward a future ********* Cruise Line vacation.
We trust that we have satisfactorily responded to the complaint filed by *** ************** and this matter can be closed. Should you have any further questions, please feel free to contact our office.
Respectfully,
Affinity Insurance Services, Inc.
Stephanie O****
AVP, Compliance
Initial Complaint
Date:12/29/2022
Type:Service or Repair 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.
I have been a client with this company for many years and I've had recurrent problems, but they have escalated in the last year. I've tried contacting them several times talking on the phone with long laborious hours with different receptionist without any support or improvement. This insurance company covers my malpractice and my disability insurance. The latest incident is the one that made me want to file this report. I was on the phone in September because I was unable to pay for my disability insurance online so I did it over the phone and received a confirmation number and explain to the person all the other problems that were coexisting. This took a long time to get through the phone system because it told me that my account was no longer current, despite my regular payments that are easily confirmed with my credit card statements. I got a confirmation with information from ***** from HPSO that everything was ok so when I went to pay for mat disability insurance and the amount was over the true charge, I knew the problem had not been solved and tried calling the company again. The automated system said my account was invalid and to call doing business hours which I was, so I finally left them a message over the phone system and emailed them as well. The email kicked back that it would not be looked at until over the holidays and then my coverage will be overdue. I am filing this because if I ever need this disability insurance I will need to keep a record of the issues if my insurance defaults if and when I really need it. I have been paying faithfully on time for many years and have records of this, and hopefully I will never need it, but this does not build my confidence when there are so many issues with just paying for it.
Business Response
Date: 02/06/2023
January 24, 2023
Dear *** *******:
Healthcare Providers Service Organization Purchasing Group, a registered trade name of Affinity Insurance Services, Inc. (“HPSO”) is in receipt of your letter dated January 3, 2023 regarding a complaint made by ***** ******* (“*** *******”). Thank you for the opportunity to respond.
There was a coding issue within our system causing the disability premium and applicable discounts displayed online to be shown inaccurately. HPSO researched the system and an update has been made to the software to mitigate any future concerns. The updated coding is currently being tested by IT. No internal data was impacted.
We apologize for any inconvenience this may have caused. Should you have any further questions, please feel free to contact our office.

Respectfully,
Stephanie O.
AVP, Compliance
Affinity Insurance Services, Inc.
Customer Answer
Date: 02/06/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because:
Those were the reasons they explained the problem in the past, and never resolved their IT issues. I am afraid they will hide behind this excuse again and make it difficult for an insured person like myself to communicate with them.

Regards,

*************************
Initial Complaint
Date:10/26/2022
Type:Service or Repair Issues
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 are getting very frustrated as we have waited to speak with someone regarding this issue and we are coming up on a year. We called and asked to speak to a supervisor but were told that our case was still under review and we should hear from someone in approximately 21 days. It has been over a month since that interaction and we have not heard from anyone. There APPEARS to be a major discrepancy on how AON conducts their business. We filed two claims that were exactly the same, submitted the same documents and explanations yet our parents claim was approved and processed where ours was not."Wanted to follow up on Claim *********. We submitted the Paperwork on June 6, 2022. The same paperwork was submitted for our parents ********* at the same time as we were all going on this vacation together (our parents). The paper work for our parents was accepted and approved and their money refunded but ours has not been even though the medical emergency was ours and not our parents. We have been trying to get this resolved since November 2021.
Business Response
Date: 11/17/2022
November 17, 2022
Dear *** *******:
We are in receipt of the complaint filed by ******* ******* and have researched this matter accordingly. Thank you for the opportunity to respond.
*** ******* initiated a claim with the Aon Affinity Travel Practice division of Affinity Insurance Services, Inc. (“Travel Practice”) indicating the basis for his cruise cancellation was due to the dental emergency of his traveling companion, ****** ******.
While the Cancellation Fee Waiver (“Waiver”) that *** ******* purchased does indeed provide reimbursement in the event of receipt of a covered medical emergency, the Waiver contains certain requirements that must be met in order to permit a participant’s eligibility for a cash reimbursement. One such requirement is that in the event of a cancellation due to a medical condition, the individual must undergo examination and treatment by a physician at the time of said cancellation. *** ******* and *** ****** cancelled their trip on October 25, 2021. Based on the information received, *** ******’s did not undergo an initial visit for said condition until November 15, 2021, approximately three weeks after the termination of their coverage. As *** ****** did not undergo examination and treatment at the time of cancellation nor during the eligible period of their enrollment (note that enrollment in the Waiver ends once a person cancels their trip), there is no refund available under the terms of the Waiver.
However, we note that *** ******* has submitted an appeal of his claim, and at this time we are in the process of obtaining *** ******’s dental records to determine whether there is additional information that may have a bearing on their claim. Upon receipt of this information, it will be put in line for review and we will revert back directly to *** ******* and *** ****** with our determination.
In the interim, we trust that we have satisfactorily responded to the complaint filed by *** ******* and this matter can be closed. Should you have any further questions, please feel free to contact our office.
Respectfully,
Stephanie O****
AVP, Compliance
Affinity Insurance Services, Inc.

Customer Answer
Date: 11/17/2022
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because:

Under normal circumstances I would agree but AON also needs to realize that this was the height of the COVID Pandemic so although ****** attempted to get into her dentist's office they were unable to see her until November 15, 2021. The dentist and ****** both are located in a very rural area where especially during the Pandemic medical assistance and emergencies were hard to come by immediately and several safety protocols were put in place. AON should realize this as well as one of their responses has been to please give them extra time to respond to any claims due to the pandemic and workloads. October-November 2021 was still a difficult time in the Pandemic for most people and businesses and her Dentist's office was no different. They saw her as soon as they could and treated her accordingly. As well as the same information we provided for ****** and ******* is the exact same information we provided for ********************* and ************************* (our parents) and their claim was processed and accepted right away. The biggest difference between their claim and our claim is that our refund would be approximately $1000 more than theirs's so honestly this appears to be more financial based than procedure. If the same rules and procedures were followed the same result should have been received by both parties because as stated the documentation provided for both claims was exactly the same.

Regards,

*****************************

Business Response
Date: 12/01/2022
December 1, 2022
Dear *** *******:
We are in receipt of the follow up complaint filed by ******* ******* and have researched this matter accordingly. As stated previously, Aon Affinity is currently awaiting additional medical documentation in response to *** *******’s appeal of the claim.
Please note that with regard to *** *******’s assertion that the couple with whom they were traveling, ***** ***** and ****** ******, had their claim paid based on ****** ******’s illness and, therefore, his and ****** ******’s claim should be approved for payment. Please allow us to advise that we have determined that *** ***** and *** ******’s claim was in fact approved in error. We have contacted *** ******* to discuss the matter directly and to reaffirm the need for additional medical documentation to complete our review of his and ****** ******’s claim. Please understand that in the event their claim is ineligible for a cash reimbursement upon receipt of review of the needed additional medical documentation, we will also be recovering payments from ***** ***** and ****** ******.
We will revert to *** ******* with the outcome of the final review of the claim once the additional requested documentation is received. In the interim, we trust that we have satisfactorily responded to the additional concerns from *** ******* and this matter can be closed. Should you have any further questions, please feel free to contact our office.

Respectfully,
Stephanie O****
AVP, Compliance

Customer Answer
Date: 12/05/2022
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because:

It appears that AON continues to pivot on their story. This has been going on for OVER a year and it now appears that they are attempting to penalize us for continuing to inquire about this case. We cancelled our trip at least 30 days prior to the date and as explained because of COVID and in the middle of a Pandemic as well as living in a very rural area the dentist was NOT able to see ****** right away. Instead of AON adhering to what they promise their customers when you first sign up they have either not communicated with us or changed the reason for denying our claim. IF the reason they are now attempting to give is legitimate it should not have taken over 12 months to get an answer. It seems as though AON's quality checks are sub par and they do not follow practices that are positive for their customers. We have since spoken to several friends who have used AON in the past and have shared similar BAD experiences with them. This entire process has left a very bad taste in our mouths which is unfortunate as we like to travel and believe travel insurance is a good addition.

Regards,

*****************************
Business Response
Date: 12/14/2022
December 14, 2022
Dear *** *******:
We are in receipt of the follow up complaint filed by ******* ******* and have researched this matter accordingly.
As stated previously, Aon Affinity is currently awaiting additional medical documentation in response to *** *******’s appeal of the claim. Please note that an additional request was sent to the treating provider via facsimile on December 7, 2022.
Again, upon receipt of the medical documentation and final review of the claim, we will follow up with all parties as appropriate relative to issues communicated in our prior correspondence.
In the interim, we trust that we have satisfactorily responded to the complaint filed by *** ******* and respectfully consider this matter closed. Should you have any further questions, please feel free to contact our office.

Respectfully,
Stephanie O****
AVP, Compliance
Affinity Insurance Services, Inc.

Customer Answer
Date: 12/15/2022
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because:

Being the party that filed this complaint with the BBB we do NOT feel as though AON has satisfactory responded to the complaint. We would like to know what FURTHER documentation has been requested and why. Also please keep in mind again this is a very rural area and the dentist office tends to be slow to respond in a NON COVID/Pandemic time so if we know what is requested we may be able to contact them and push the process along. In the mean time we have a few questions that we would truly like a decisive answer to.

Why has it taken AON almost a year to answer our question on this discrepancy?

Does AON have a policy that claims the reference an amount over a particular amount have to be reviewed before being approved?

We have been trying to reach a contact and answer from AON for just about a year but did not seem to get any traction until we filed this BBB complaint can you please explain on why this is? We have plenty of emails showing our attempts as well as made phone calls only to be told our claim was under review.

Regards,

*****************************
Business Response
Date: 01/24/2023
January 24, 2023
Dear *** *******:
We are in receipt of the additional concerns filed by *** ******* ******* and have researched this matter accordingly.
Our claims department has again reviewed the additional comments and/or documentation submitted under the terms of the plan and contacted *** ******* by phone on 1/9/23 to advise that we are still working with his doctor’s office to obtain the necessary medical records needed to review his claim.
As previously stated in the original complaint response, Aon Affinity is currently awaiting additional medical documentation in response to *** *******’s appeal of the claim. Please note that an additional requests have been sent to the treating provider.
Again, upon receipt of the medical documentation and final review of the claim, we will follow up with all parties as appropriate relative to issues communicated in our prior correspondence.
In the interim, we trust that we have satisfactorily responded to the follow- up complaint filed by *** ******* and respectfully consider this matter closed. Should you have any further questions, please feel free to contact our office.

Respectfully,
Stephanie O****
AVP, Compliance

Customer Answer
Date: 01/24/2023
We have asked several questions from AON but do not feel as they have been answered so we will list below

1. What further documentation has been requested and why?
2. When contacted on 1/9/23 we did advise the caller that this is a very rural location and the office tends to respond slowly and asked that AON experiencing similar issues was notated in this claim notes, can you confirm that was done please?
3.Does AON have a policy where claims that are over a certain amount have to be reviewed before being approved?

We have been trying to reach a contact and get answers from AON for just about a year but did not seem to get any traction until we filed this BBB complaint can you please explain on why this is? We have plenty of emails showing our attempts as well as made phone calls only to be told our claim was under review. Again what further medical documents are being requested and for what purpose? Knowing this information would also possibly help in resolving this issue. Currently we are no farther along then we were when we intially established this complaint with the BBB.

Complaint: ********

I am rejecting this response because: Please see above

Regards,
*****************************
Business Response
Date: 02/16/2023
February 16, 2023
Dear *** *******:
We are in receipt of the additional follow-up complaint filed by *** ******* ******* and have researched this matter accordingly.
As stated in the previous response, Aon Affinity is still currently awaiting additional medical documentation in response to *** *******’s appeal of the claim. We left *** ******* a voicemail message on February 8, 2023 advising that we are working with his doctor’s office to get the medical records we requested to further review his claim. We emailed a request to the doctor’s office on February 6, 2023 noting our continued request. The medical information needed are the medical records of *** ****** from Dr. **** for the time period of June 5, 2021 through November 15, 2021 to verify eligibility under the terms of the plan.
As soon as the requested medical documentation is received it will be reviewed to allow us to finalize this claim.
We trust that we have satisfactorily responded to the complaint filed by *** ******* and this matter can be closed. We will revert to *** ******* directly with the outcome of the claim.
Should you have any further questions, please feel free to contact our office.

Respectfully,
Stephanie O****
AVP, Compliance
Affinity Insurance Services, Inc.

Customer Answer
Date: 02/16/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is somewhat satisfactory to me.

Regards,

*****************************
Initial Complaint
Date:10/04/2022
Type:Order 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 had to cancel two trips one in August and one in September due to medical reasons. We have submitted the appropriate paperwork along with Doctor info We have heard nothing on the two requests for reimbursement The First is $8367.50. The second is for $7243.50. The second reference number is *********. I never received a reference number for the first insurance reimbursement.
Business Response
Date: 10/11/2022
October 11, 2022
Dear *** *******:
We are in receipt of the complaint filed by ******* ***** and have researched this matter accordingly. Thank you for the opportunity to respond.
*** ***** initiated two claims with the Aon Affinity Travel Practice division of Affinity Insurance Services, Inc. (“Travel Practice”) indicating he needed to cancel his trips due to illness.
At this time, we are pleased to advise that the Travel Practice has determined that both claims are eligible for reimbursement under the terms of ******** Vacation Protection and the ********* Travel Protection plans. Accordingly, claim payment for *** ***** and his wife has been processed in the amounts of $3,399.25 per person and $4,183.75 per person for each of the claim’s respective eligible Trip Cancellation expenses.
We trust that we have satisfactorily responded to the complaint filed by *** ***** and this matter can be closed. Should you have any further questions, please feel free to contact our office.

Respectfully,
Stephanie O****
AVP, Compliance
Affinity Insurance Services, Inc.
Initial Complaint
Date:09/21/2022
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.
I (****************************** and *************************) submitted an insurance travel claim to receive a refund from Aon Affinity Travel Insurance on July 3, 2022. My claim number is: ********* I communicated with Aon Affinity Travel insurance on July 3, 2022 and provided medical documentation, as well as all other pertinent/required documents to receive a full refund for our July 17th, 2022 cruise.I have communicated with Aon Affinity since July 3rd and my claim status has been In progress" for the past 2 1/2 months. I was informed that the volume of claims is high and, therefore, my claim would take longer to process. I am seeking a full refund for my trip.
Business Response
Date: 09/27/2022
September 27, 2022
Dear *** *******:
We are in receipt of two complaints filed respectively by ***** ****** ****** and ***** ********* ****** and have researched this matter accordingly. Thank you for the opportunity to respond.
**** ****** and *** ****** each initiated a claim with the Aon Affinity Travel Practice division of AIS Affinity Insurance Agency (“Travel Practice”) indicating the basis of their family’s cancellation of their ********* Cruise Line (“***”) cruise reservation was due to a family member’s illness.
At this time, I am pleased to advise that Travel Practice has determined that both claims are eligible for reimbursement under the terms of the *** ******** Travel Protection Plan.
Accordingly, claim payments for the ****** family have been processed in the amounts of $1,053.51 per person for the four travelers for whom cancellation penalties apply. Please understand that these sums represent the full cancellation penalty assessed by *** for each of these four travelers, less the cost of the travel protection plan and any refund already provided by ***.
We trust that we have satisfactorily responded to the complaints filed by **** ****** and *** ****** and these matters can be closed. Should you have any further questions, please feel free to contact our office.

Respectfully,
Stephanie O****
AVP, Compliance
Affinity Insurance Services, Inc.
Initial Complaint
Date:09/21/2022
Type:Service or Repair 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.
A claim to Aon Affinity Insurance was submitted on July 3, 2022 requesting a refund for our July 17th, 2022 ********* cruise. The claim number is: ********* The required medical documentation was provided in support of the claim. The claim has been in progress" for the past 2 1/2 months without a resolution. I have contacted Aon Affinity and inquired as to the status of my claim, and I have only received a response of there being a high volume of claims, and no resolution as to why I have not been refunded.
Business Response
Date: 09/27/2022
September 27, 2022
Dear *** *******:
We are in receipt of two complaints filed respectively by ***** ****** ****** and ***** ********* ****** and have researched this matter accordingly. Thank you for the opportunity to respond.
**** ****** and *** ****** each initiated a claim with the Aon Affinity Travel Practice division of AIS Affinity Insurance Agency (“Travel Practice”) indicating the basis of their family’s cancellation of their ********* Cruise Line (“***”) cruise reservation was due to a family member’s illness.
At this time, I am pleased to advise that Travel Practice has determined that both claims are eligible for reimbursement under the terms of the *** ******** Travel Protection Plan.
Accordingly, claim payments for the ****** family have been processed in the amounts of $1,053.51 per person for the four travelers for whom cancellation penalties apply. Please understand that these sums represent the full cancellation penalty assessed by *** for each of these four travelers, less the cost of the travel protection plan and any refund already provided by ***.
We trust that we have satisfactorily responded to the complaints filed by **** ****** and *** ****** and these matters can be closed. Should you have any further questions, please feel free to contact our office.

Respectfully,
Stephanie O****
AVP, Compliance
Affinity Insurance Services, Inc.
Initial Complaint
Date:09/21/2022
Type:Service or Repair Issues
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.
For my claim ******* -- I was told it would take just 10 days. It has been well over a month. I have called and texted many times to no avail and no update on my claim. I am out a large amount of money for a trip where I got sick and I need them to take care of everything. Please update and pay out my claim.Thank you!
Business Response
Date: 10/03/2022
October 3, 2022
Dear *** *******:
We are in receipt of the complaint filed by ******* ******** and have researched this matter accordingly. Thank you for the opportunity to respond.
*** ******** initiated a claim with the Aon Affinity Travel Practice division of Affinity Insurance Services, Inc. (“Travel Practice”) indicating he needed to cancel his trip due to COVID-19 and exposure to Monkeypox.
At this time, I am pleased to advise that the Travel Practice has determined that, their claim is eligible for reimbursement under the terms of the Hopper Basic Travel Protection Plan. Accordingly, claim payment for *** ******** has been processed in the amount of $696.68 for his covered Trip Cancellation expenses.
We trust that we have satisfactorily responded to the complaint filed by *** ******** and this matter can be closed. Should you have any further questions, please feel free to contact our office.
Respectfully,
Stephanie O****
AVP, Compliance
Affinity Insurance Services, Inc.
Customer Answer
Date: 10/04/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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.

Regards,

*******************************

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