Affinity Insurance Services, Incorporated

January, Dear Ms Butts:Thank you for allowing us the opportunity to address [redacted] ’s complaintAffinity Insurance Services, Inc(“AIS”) respectfully submits the information herein in responseAs a preliminary matter, [redacted] misstates the relationship between AIS and [redacted] AIS is an insurance producer and program administrator for various consumer, association and program business and an [redacted] company and affiliate of various [redacted] entities, each an insurance brokerAIS is separate from each such entity.AIS offers professional liability insurance to attorneys through a program called [redacted] Attorneys Advantage, and [redacted] Insurance Company is the program underwriter We acknowledge [redacted] ’s dissatisfaction with the management and representation of a claim this past yearHowever, [redacted] ’s policy was non-renewed for claims frequency and not as a result of the facts or disposition of a particular claim Simply put, [redacted] ’s has had more than the one claim he describedAIS vehemently denies [redacted] ’s allegation that AIS is retaliating and refusing to locate alternative professional coverage [redacted] is aware of our efforts and the difficulty we have had in finding an insurer with the information he has made available to us In an email dated December 31st from MsC [redacted] to [redacted] , MsC [redacted] advised AIS had received multiple declinations and reiterated that a request for [redacted] to search his records to facilitate our efforts [redacted] alleges our requests are “redundant” and insists we have the information We do not [redacted] was previously insured through a [redacted] syndicate, but AIS is unable to confirm the syndicate to request necessary loss run informationThus, our repeated requests to [redacted] for this informationWe trust your office will find our response informativePlease feel free to contact my office should you or others in the Department have any questions regarding this matterThank you Respectfully, Stephanie OAVP, Compliance

December 2, Dear [redacted] ***: Thank you for the opportunity to respond in this matterWe reviewed our records and submit the following information with respect to [redacted] ’s complaint [redacted] has been a member of the Healthcare Provider Service Organization for many yearsShe contacted Affinity Insurance Services, Inc(Affinity) several times to discuss her invoice and policy changes[redacted] originally requested a part time status, then a retired status and the removal of the consulting endorsementFor each change request, the system automatically issues a quote letterWe understand the confusion and apologize for the inconvenience After reviewing the information Affinity approves [redacted] ’s request to modify her status to retired as of and a premium refund of $Check # [redacted] was sent to her via [redacted] on November 19th, An email was sent to [redacted] on November 19, confirming the same We trust we have provided the information necessary to resolve this matterShould you have any further questions, please feel free to contact the undersigned Respectfully,Stephanie O Stephanie O*** | AVP, Compliance Aon Affinity | Compliance Department Affinity Insurance Services, Inc [redacted] *** | Hatboro, PA [redacted] t + [redacted] @***.com | ***.com Aon is the Principal Sponsor of Manchester United

June 24, 2015Better Business BureauAttn: [redacted] K StNW, 10th FloorWashington, DC 20005-3404Regarding Complaint ID: [redacted] Dear Ms***,This letter is in response to correspondence dated June 14, from the Revdex.com, serving Metro Washington DC & Eastern Pennsylvania (“Revdex.com”) concerning a complaint filed by Ms*** Thank you for allowing us the opportunity to respond.We have reviewed Ms***’s complaint regarding the processing of her and her husband’s claim for trip cancellation benefits Please note that the plan Mrand Mrs [redacted] purchased does provide trip cancellation benefits in the event of a cancellation due to a medical reason However, in order to qualify for benefits, the illness or injury must meet the plan requirements and not fall under any plan exclusions More particularly, the plan does not cover cancellations as a result of a medical condition that is pre-existing to the purchase of the plan The plan contains the following language:Pre-Existing Condition means an illness, disease, or other condition during the 60-day period immediately prior to your effective date for which you, your Traveling Companion, or Immediate Family Member who is scheduled or booked to travel with you: received or received a recommendation for a diagnostic test, examination, or medical treatment; or took or received a prescription for drugs or medicineItem (2) of this definition does not apply to a condition which is treated or controlled solely through the taking of prescription drugs or medicine and remains treated or controlled without any adjustment or change in the required prescription throughout the 60-day period before coverage is effective under this Policy.In order to allow us to make the appropriate determination on Mrand Mrs***’s claim, it was necessary to obtain additional medical documentation from Mrs***’s physician We have been working with Mrs***’s physician, DrRomero’s office, and their records department, in order to obtain this documentation We anticipate receipt of this information shortly Upon receipt of this necessary documentation, we will be able to make a final determination and will advise the ***s of such determination under separate coverShould you have any additional questions, please feel free to contact our office.We trust that you will find this letter responsive to the complaint Please feel free to contact the undersigned should you require further information in response to this matter.Respectfully, Stephanie O***AVP, ComplianceAffinity Insurance Services, Inc

From: Stephanie O***< [redacted] @***.com>Date: Wed, Nov 25, at 1:PMSubject: FW: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint # [redacted] .To: " [redacted] ( [redacted] @myRevdex.com.org)" < [redacted] @myRevdex.com.org> [redacted] ***, We are working to respond to this complaintI know the complaint is due in days , however due to the holiday I will not have a completed response until early next week.I can assure you we have resolved the issue and refunded the client’s money based on her request but I need a couple more days to get you the formal responseI apologize for the delay and appreciate your flexibility over the holidayStephanie O*** | AVP, ComplianceAon Affinity | Compliance DepartmentAffinity Insurance Services, Inc[redacted] *** | Hatboro, PA 19040t ###-###-####| m 1+###-###-####| f ###-###-#### [redacted] @***.com | ***.com [redacted] is the Principal Sponsor of Manchester United

[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.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and accept the determination ONLY because *** [redacted] , knowing the importance of maintaining customer satisfaction, has agreed to re-imburse me in full for my ticket Regards, [redacted]

September 14, Dear [redacted] ***:This letter is responsive to correspondence dated Sept 8, from the Revdex.com, serving Metro Washington DC & Eastern Pennsylvania (“Revdex.com”), concerning a complaint filed by [redacted] Thank you for allowing us the opportunity to respondAffinity Insurance Services, Inc(“Affinity”) is the program administrator for the life and disability products produced by [redacted] Life Insurance Company (“***”) for members of the [redacted] Association (“***”) [redacted] is a member of the [redacted] and has been insured for Group Term Life Insurance under this program since March The term life billing period in question is June 1, through September 1, Renewal premium notices are sent to each insured member days prior to renewal and again at 25- days prior to renewalA renewal notice was sent to [redacted] on April 28, Another renewal notice was sent to [redacted] on June 3, on which it is stated, “The payment for your Term Life Insurance Plan is now duePlease take this opportunity to review your Certificate of Insurance to be sure the coverage remains suited for your lifestyleOur records show that we have not received your payment as of yet and your coverage is about to lapseTo keep your coverage active, please mail your payment today with the bottom portion of this notice in the enclosed return envelope.” On July 2, a final renewal notice was sent to [redacted] on which it is stated, “According to our records, your Term Life Insurance Plan has lapsed effective as of 06/01/and you no longer have coveragePlease be aware that if your premium payment is not received within the next days, your coverage will not be reinstated and you will be required to submit a new application which may be subject to medical underwriting approval.” On July 6, [redacted] left a message on Affinity’s customer service phone line advising that premium payment was mailedOn July 9, [redacted] called Affinity to ask if his check was received and posted, and was advised by Affinity that his check had not been receivedOn July 17, [redacted] called Affinity to ask if his payment was posted, and was advised his check had not been receivedA Reinstatement Form was emailed to [redacted] on July 17, with instructions that he should fax or mail the Reinstatement Form to Affinity no later than July 31, [redacted] faxed his Reinstatement Form to Affinity on July 21, 2015, and Affinity emailed [redacted] ’s Reinstatement Form to [redacted] on July 30, [redacted] sent an email to Affinity on July 31, with the note, “Do not Reinstate”On July 31, 2015, Affinity, as program administrator, mailed a letter to [redacted] advising that his reinstatement request was denied by ***.Please note that in the July 20, letter [redacted] included with his Reinstatement Form that was faxed to Affinity on July 21, (copy attached), [redacted] stated, “I was out of town for an extended period of time in June, and was unable to send in the check (which has to be done a special way through check due to the policy being included in a [redacted] Trust.” It is important to note that the first premium renewal notice for the continuation of [redacted] ’s policy period of June 1, through September 1, was mailed to [redacted] on April 28, 2015; well in advance of his out-of-town travel in June, which allowed plenty of time for on-time premium paymentAdditionally, [redacted] has had, since 2011, a history of paying his premiums lateWe trust that you will find this letter responsive to the subject complaintPlease feel free to contact the undersigned should you require further information relating to this matterRespectfully, Stephanie O Assistant Vice President

Thank you for allowing us to respond to this complaintShould you have any questions please contact Stephanie O [redacted] at [redacted] @aon.com

[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.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because according to HIPPA laws, disclosure of medical (mine or someone elses) is against the law I will contacting an attorney in this matter Regards, [redacted] ***

My doctor does not want me traveling during my 3rd trimester which, is why we need to cancel our trip and since we purchased the travel insurance I am asking for a full refundHowever, AON AFFINITY refuses to reimburse us for our canceled trip

I wanted to share my experiences with the Nursing Service Organization's professional insurance servicesThey are a registered Trademark of this companyThe customer service has been poor on many different occasions- rude, disrespectful and unprofessional customer service representatives, extensive wait times, multiple needs to transfer without providing adequate need resolution, etcMessages left on their automated system requesting a call back so I can PAY my premium were ignored for weeks; heartfelt apologies for their lack of follow up and follow through were absentI pay A LOT of money to maintain my insurance status with this company but I, as a consumer, do not feel valued or appreciated by this companyIf I was able to get all my money back for this term, I would do doAt the end of this term, I will NOT be renewing and I will go with a alternative (more professional and respectful company)

July 16, Dear [redacted] ***,This letter is in response to correspondence dated July 6, from the Revdex.com, serving Metro Washington DC & Eastern Pennsylvania (“Revdex.com”) concerning a complaint filed by [redacted] ***Thank you for allowing us the opportunity to respond.I apologize, however I am unable to locate this insured in our systemWe will need additional information in order to respond to [redacted] ***If [redacted] could provide a policy number or a claim number and some travel dates we would be able to find her information in our systemPlease feel free to contact the undersigned should you require further information in response to this matter.Respectfully, Stephanie O.AVP, Compliance

June 24, 2015RevDex.comAttn: [redacted] K StNW, 10th FloorWashington, DC 20005-3404Regarding Complaint ID: [redacted] Dear Ms***,This letter is in response to correspondence dated June 14, from the Revdex.com, serving Metro Washington DC & Eastern Pennsylvania (“Revdex.com”) concerning a complaint filed by Ms*** Thank you for allowing us the opportunity to respond.We have reviewed Ms***’s complaint regarding the processing of her and her husband’s claim for trip cancellation benefits Please note that the plan Mrand Mrs [redacted] purchased does provide trip cancellation benefits in the event of a cancellation due to a medical reason However, in order to qualify for benefits, the illness or injury must meet the plan requirements and not fall under any plan exclusions More particularly, the plan does not cover cancellations as a result of a medical condition that is pre-existing to the purchase of the plan The plan contains the following language:Pre-Existing Condition means an illness, disease, or other condition during the 60-day period immediately prior to your effective date for which you, your Traveling Companion, or Immediate Family Member who is scheduled or booked to travel with you: received or received a recommendation for a diagnostic test, examination, or medical treatment; or took or received a prescription for drugs or medicineItem (2) of this definition does not apply to a condition which is treated or controlled solely through the taking of prescription drugs or medicine and remains treated or controlled without any adjustment or change in the required prescription throughout the 60-day period before coverage is effective under this Policy.In order to allow us to make the appropriate determination on Mrand Mrs***’s claim, it was necessary to obtain additional medical documentation from Mrs***’s physician We have been working with Mrs***’s physician, DrRomero’s office, and their records department, in order to obtain this documentation We anticipate receipt of this information shortly Upon receipt of this necessary documentation, we will be able to make a final determination and will advise the ***s of such determination under separate coverShould you have any additional questions, please feel free to contact our office.We trust that you will find this letter responsive to the complaint Please feel free to contact the undersigned should you require further information in response to this matter.Respectfully, Stephanie O***AVP, ComplianceAffinity Insurance Services, Inc

We have reviewed [redacted] further comments regarding his claim and are responding accordingly[redacted] correctly notes that he has had a number of conversations with our representatives; however,these calls to which [redacted] refers in his last response all took place after the denial of his claimFrom [redacted] original complaint, it appeared that he was contending to having had a discussion with one of ourrepresentatives prior to his claim initiation or claim documentation submissionIt is this time frame for whichwe have been unable to locate any calls from [redacted] and for which we have requested the date and timeof such call, as well as the number from which [redacted] made such call.Until such information is provided, we are unable to further review this matter and the denial of thisclaim is hereby upheld on the basis previously noted.We trust we have satisfactorily responded to the continued issues raised by [redacted] and, unless [redacted] provides the requested information, this matter is concludedShould you have any additionalquestions, please feel free to contact our office.Respectfully,Stephanie O [redacted] * [redacted] *** * [redacted] * [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:The unexpected cancellation of events from family members, is out of my control. Medical on their part, is not required for me to submit their medical problems/documentation (HIPPA) for reimbursement on a cancellation policy I purchased, I am attaching the documents requested with reference number as requested.
Regards,
*** ***

August 22, 2017Dear *** ***:We are in receipt of *** ***’s complaint regarding the denial of her claimWhile we understand *** ***’s position regarding the cancellation, please understand that the plan specifically excludes from eligibility a cancellation refund as a result of a pregnancy unless the individual was hospitalized.From the information provided by *** ***’s physician, there is no indication that *** *** was either hospitalized, nor that she had any type of complication or issue with her pregnancy which precluded travelRather, *** ***’s reason for cancellation was due to the term of her pregnancy in which she would be in at the time of the scheduled trip, and an advisory not to travel that late in her pregnancyHowever, please understand that a cancellation due to a traveler’s term of pregnancy is not a specified reason under the plan and as such, we were unable to consider her claim on such basis.Please note that the plan in its entirety is provided prior to purchase for reviewFurther, the confirmation provided to *** *** contained a link to the plan, including the specified reasons for cancellation, as well as the contact information for our office for any questions regarding the planFinally, please note that the plan purchased also contains a Ten Day Right to Examine which allows a plan participant to cancel their coverage within days of receipt of the plan should it not meet with the participant’s needs.Though we understand *** ***’s disappointment in the denial of the request for reimbursement, we must adhere to the terms and conditions of the plan purchasedAs such, we must uphold our denial of *** ***’s claim and no payment shall be forthcomingHowever, should *** *** wish to submit any additional medical documentation regarding any complication with her pregnancy, which she feels may have a bearing on her claim, she should feel free to do so.We trust we have addressed the issues raised in *** ***’s complaintShould you have additional questions, please feel free to contact our office.Respectfully,Stephanie OAVP, Compliance

January 18, Complainant: *** Lynne *** Complaint ID: *** To Whom It May Concern, The refund check has been issued by ***. It was sent to Ms*** on Wednesday, January 17th, 2018. The amount of the refund is $ We trust this resolves this matter. If you have further questions please feel free to contact our office Respectfully, Stephanie O*** AVP, Compliance Affinity Insurance Services, IncTell us why here

August 22, 2017Dear *** ***:We are in receipt
of *** ***’s complaint regarding the denial of her claimWhile we understand *** ***’s position regarding the cancellation, please understand that the plan specifically excludes from eligibility a cancellation refund as a result of a pregnancy unless the individual was hospitalized.From the information provided by *** ***’s physician, there is no indication that *** *** was either hospitalized, nor that she had any type of complication or issue with her pregnancy which precluded travelRather, *** ***’s reason for cancellation was due to the term of her pregnancy in which she would be in at the time of the scheduled trip, and an advisory not to travel that late in her pregnancyHowever, please understand that a cancellation due to a traveler’s term of pregnancy is not a specified reason under the plan and as such, we were unable to consider her claim on such basis.Please note that the plan in its entirety is provided prior to purchase for reviewFurther, the confirmation provided to *** *** contained a link to the plan, including the specified reasons for cancellation, as well as the contact information for our office for any questions regarding the planFinally, please note that the plan purchased also contains a Ten Day Right to Examine which allows a plan participant to cancel their coverage within days of receipt of the plan should it not meet with the participant’s needs.Though we understand *** ***’s disappointment in the denial of the request for reimbursement, we must adhere to the terms and conditions of the plan purchasedAs such, we must uphold our denial of *** ***’s claim and no payment shall be forthcomingHowever, should *** *** wish to submit any additional medical documentation regarding any complication with her pregnancy, which she feels may have a bearing on her claim, she should feel free to do so.We trust we have addressed the issues raised in *** ***’s complaintShould you have additional questions, please feel free to contact our office.Respectfully,Stephanie O.AVP, Compliance

April 18, 2017Dear *** ***:We have reviewed *** ***’s additional comments and we are responding accordingly.As previously advised, the plan *** *** purchased is a named-peril policyAs her reason for cancellation, her no longer needing to travel as she is no longer attending a planned event, is not among the specified reasons for cancellation contained in the plan, we are simply unable to consider her request for reimbursement.As indicated in our prior response, the plan in its entirety was provided to *** *** prior to her purchase as well as with her booking confirmationAs such, the specified reasons for a cancellation, both medical and non-medical, were provided to her for reviewSuch non-medical reasons contained in the plan are as follows:Other Covered Events means only the following unforeseeable events or their consequences which occur while coverage is in effect under this Policy: a change in plans by you, an Immediate Family Member traveling with you, or Traveling Companion resulting from one of the following events which occurs while coverage is in effect under this Policy: abeing directly involved in a documented traffic accident while en route to departure; bbeing hijacked, Quarantined, required to serve on a jury, or required by a court order to appear as a witness in a legal action, provided you, an Immediate Family Member traveling with you or a Traveling Companion is not: 1) a party to the legal action, or 2) appearing as a law enforcement officer; chaving your Home made uninhabitable by fire, flood, volcano, earthquake, hurricane or other natural disaster; dYour involuntary termination of employment or layoff which occurs after your effective date of coverage and was not under your controlYou must have been continuously employed with the same employer for year prior to the termination or layoffThis provision is not applicable to temporary employment, independent contractors or self-employed persons.As *** ***’s reason for cancellation is not among those included in the plan, she is not eligible for reimbursement under this plan and no payment shall be forthcomingWe find no basis for *** ***’s assertion that her reason for cancellation falls in a “gray area”.Finally, we have reviewed the customer service and claims processing provided to *** *** and find no issues with this*** *** initiated a claim with our office on March 25, Her claim was reviewed and a determination made on March 27, 2017, with notice of our determination sent the same day*** *** contacted our office inquiring as to the status of her claim on March 31,017, not having yet received our determinationWe explained to *** *** *** why her claim was denied and honored her request for a return call from a claims manager, who left a message for *** *** on March 31, for a callback to further discuss the matter should she wish to do soAs such, we find no issue with the service provided to *** *** *** during her claims process.While we can certainly appreciate *** ***’s disappointment in both the cancellation of her trip and the denial of her claim, we hope she can appreciate that the determination made was in accordance with the plan’s terms and conditions.We trust that we have addressed the issues raised in *** ***’s additional commentsShould you have any additional questions, please feel free to contact us.Respectfully,Stephanie OAVP

November 20, 2015Dear *** ***:
Thank you for the opportunity to respond in this matterWe reviewed our records and submit the following information with respect to *** ***’s complaintAs a preliminary matter, in order to locate the call *** *** indicates he made to our
office, additional information would be needed, i.ethe date and time of the call, the telephone number from which the call was placedPlease understand, however, that we would never refuse to initiate a claim for an insuredThe Hotel Reservation protection plan travel protection plan purchased specifies the reasons for cancellation, both medical and non-medical, which would make an insured eligible for reimbursementIn order to qualify for coverage, an insured’s reason for cancellation must fall within the terms and conditions of the plan and the appropriate supporting documentation must be submitted for our review and determinationThe list of specified, non-medical reasons for cancellation, as set forth in the Plan under “Other Covered Events”, is as follows:Other Covered Events means only the following unforeseeable events or their consequences which occur while coverage is in effect under this Policy: a change in plans by you, an Immediate Family Member traveling with you, or Traveling Companion resulting from one of the following events which occurs while coverage is in effect under this Policy: abeing directly involved in a documented traffic accident while en route to departure; bbeing hijacked, Quarantined, required to serve on a jury, or required by a court order to appear as a witness in a legal action, provided you, an Immediate Family Member traveling with you or a Traveling Companion is not: 1) a party to the legal action, or 2) appearing as a law enforcement officer; chaving your Home made uninhabitable by fire, flood, volcano, earthquake, hurricane or other Natural Disaster; da Terrorist Act which occurs in your departure city or in a city which is a scheduled destination for your Covered Trip provided: The Terrorist Act occurs within days of the Scheduled Travel Date for your Covered Trip; eyour involuntary termination of employment or layoff which occurs after your effective date of coverage and was not under your controlYou must have been continuously employed with the same employer for years prior to the termination or layoffThis provision is not applicable to temporary employment, independent contractors or self-employed persons; fa Natural Disaster occurs, which causes a complete cessation of travel services at point of departure and/or destination; gterrorism occurs in a country included on your travel itinerary which leads the U.Sgovernment to issue a Travel Warning against travel within a country included on your travel itinerary for a period that would include your scheduled Covered Trip; or hyour, a traveling Immediate Family Member's or Traveling Companion's approved, written military leave is involuntarily revoked as a result of being temporarily or permanently reassigned, being called into active military reserve or an extension of deployment beyond a defined tour of duty within days of departureAll leave must be approved prior to the Policy effective date.We understand from the complaint that *** *** reached out to *** directly to request a refundPlease understand that until a claim is initiated with our office and the completed claim form and applicable supporting documentation is submitted, no review can be performed and a claim determination cannot be madeWe invite *** *** to contact our office and request such a claim initiation.We trust that we have responded to the concerns in *** ***’s complaintShould you have any additional questions, please feel free to contact the undersigned.Respectfully,Stephanie O Compliance