Affinity Insurance Services, Incorporated

[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,
*** ***

This letter is in response to correspondence dated July 8, 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.As we have advised, there was a need for additional medical information to make a determination on the ***s’ claim due to the fact that the medical information provided with the original claim submission was insufficient to allow us to make such a determinationWe had been working with the medical providers and copy service to obtain said informationTo date, such documentation has not been received by our office.As we can appreciate the ***s’ position regarding their claim, and as the medical provider and copy service has been unresponsive in supplying the requested documentation to date, we have agreed, as a business consideration, to provide the ***s’ with their requested reimbursementPlease understand that such payment is being done solely as a goodwill gesture and does not impinge on the plan terms and conditions under which this claim has been reviewed.Accordingly, payment will be sent to the ***s shortly in the amount of $per person, the non- refundable cancellation fee charged by the cruise line.As this matter has now been resolved, we have taken the liberty of closing our fileShould you have any additional questions, please feel free to contact our office.We trust that you will find this letter responsive to the complaintPlease feel free to contact the undersigned should you require further information in response to this matter.Respectfully,Stephanie O*** AVP, Compliance Affinity Insurance Services, Inc*** * *** *** ** Hatboro, PA ***

Hi ***,The complaint for the above individual was closed on the website. I apologize for the delay in responding but due to the holidays there were many people out of the office and we were unable to get the necessary details to create the letter. Attached is the completed response
for Ms***. Please let me know if you require any additional details.Thank you, Amanda D*** | Insurance Compliance ProfessionalAon Affinity | ComplianceAffinity Insurance Services, Inc. **Please note the address change**

July 1, Dear *** ***:
Thank you for the opportunity to respond in this matterWe reviewed our records and submit the following information with respect to *** ***’s complaintAlthough *** *** indicated in his complaint that he cancelled his travel
plans due to an issue with his scheduled leave no such documentation was provided by *** *** with his initial claim submission.The travel plan *** *** purchased contains a listing of specified reasons making one eligible for coverage under the Trip Cancellation benefitOne such specified reason is a cancellation due to the following:
[I]your, 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 dateWhile the documentation *** *** submitted did not confirm such revocation of his military leave, we have agreed, as a business consideration, to provide *** *** with his requested reimbursementPlease understand that this is being done solely as a goodwill gesture and does not impinge on the plan’s terms, conditions and requirements under which *** ***’s claim was originally reviewed.Accordingly, payment in the amount of $has been sent to *** *** directly on July 7, We trust we have provided the information necessary to resolve this matterShould you have any further questions, please feel free to contact the undersignedRespectfully,
Stephanie OAVP, Compliance

September 29, 2017To Whom It May Concern,Thank you for the opportunity to respond to this matter.In December 2016, *** *** requested to finance the premium for her *** *** *** (“***”) professional liability policy scheduled to renew on January 15, She signed and returned
the financing agreement, but we are unable to locate the check for the down payment and we have been unsuccessful in receiving a copy of the cancelled check from *** ***We did receive installment payments in February and March, but in April we determined that the two installments received were not sufficient to cover the down paymentThese were returned to her and the policy was placed in lapsed status*** *** continued to send installments each month; however, when we applied these to her policy, because we had no record of receiving the down payment, the policy continuously lapsed and these installments were refunded*** *** told us that she shredded all of our refund checks.After review of our records and the emails between Affinity and *** *** it was determined that there were miscommunications concerning her down paymentWe regret the confusionThe following are the options we will be providing to *** *** via a direct communication with her: (i) refund *** *** for the amount she requested of $2,944.13; or (ii) provide her coverage retroactive to January 15, 2017.We trust this resolves this matterShould you require further information, please contact the undersigned directly.Respectfully,Stephanie O

From: Stephanie O***">Date: Wed, Nov 25, at 1:PMSubject: FW: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #***.To: "*** *** (***@myRevdex.com.org)"
*** ***,
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 weekI 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 holiday
Stephanie O*** | AVP, Compliance
Aon Affinity | Compliance Department
Affinity Insurance Services, Inc*** *** *** *** *** | Hatboro, PA t ###-###-####| m 1+###-###-####| f ###-###-####
***@***.com | ***.com
*** is the Principal Sponsor of Manchester United

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 complaint.As 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 OCompliance

[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 as Answered]
Complaint: ***
I am rejecting this response because:I was told by Ed O** that I would be receiving a refundI have yet to receive anythingWhen I called recently, I was told by Brittany, that as of 12/the company had yet to receive funds from *** ***According to the letter, *** approved the refund, so waht does *** *** have to do with the matterThat is in conflict with what this letter statesI feel that I am being given the run aroundMeanwhile, this unethical matter has cost me thousands of dollars, and an emotional and financial hardship that I will never likely recover fromI have been able to write insurance since 12-1-18, because I had no active E&O.It doesn't take this long to issue a refund, and they debited my card almost immediatelyI want a quick resolve to this situation, and my money (check) mailed to me, as promised, or I will be looking at some other alternatives.
Regards,
*** ***

Attached please find all documentation and our response to this rejectionPlease let me know if you have any questionsThis letter is in response to additional correspondence dated June 10, from the RevDex.com, serving Metro Washington DC & Eastern Pennsylvania (“Revdex.com”) concerning a complaint filed by *** *** ***Thank you for allowing us the opportunity to respond. Based on *** *** response to the information we provided, it appears there is some confusionShe indicates *** *** charged her credit card for another month; we are not associated with any such entityWe have a *** delivery confirmation and a copy of our check with *** ***’s endorsement and are attaching both for your review. We trust that you will find this letter responsivePlease feel free to contact the undersigned should you require further information in close this matterRespectfully,
Stephanie O***AVP, ComplianceAffinity Insurance Services, Inc.*** * *** *** **
*** ** ***
***

August 12, 2015Dear *** ***,We have reviewed *** ***’s
additional comments regarding this matter.
We are sorry *** *** has not been satisfied with her experience thus
far but we hope she can appreciate that claims are reviewed in accordance with
the terms and conditions of the plan purchased. In order to further review *** ***’s claim,
we would require the additional information and documentation discussed in our
prior response.Should *** *** decide to pursue
this matter, please allow me to reiterate that we remain ready and willing to
review any additional information she wishes to submit. Should you have any additional questions,
please feel free to contact us.We trust that you will find this
letter responsive to the complaintPlease feel free to contact the undersigned
should you require further information in response to this matter.Respectfully, Stephanie O.AVP,
Compliance

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

This
letter is in response to correspondence dated November 29, from
the Revdex.com, serving Metro Washington DC & Eastern
Pennsylvania (“Revdex.com”) concerning a complaint filed by Mr***
Thank you for allowing us the opportunity to respond.Affinity
Insurance Services, Inc
(“Affinity”) received an application for
professional liability insurance from Mr*** on October 27,
This application was not signed and was returned by mail to Mr***
for signature on October 31, Affinity
received a call from Mr*** on November 2, regarding his
application for insuranceMr*** was advised to fax the
application back with signature for processingAll documentation was
returned to Affinity on November 3, requesting premium
financingThe policy was issued with an effective date of October
27, Unfortunately an error was made and Mr*** was sent an
invoice for the full amount of premiumWe regret this error and
acknowledge how confusing this must have beenMr
*** indicates he sent a fax to Affinity on November 23, to
cancel the policyAffinity has no record of receiving this request
Affinity did receive the request to cancel this policy on November
30, This request was processed on December 6, and a refund
in the amount of $was credited to the credit card on file.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***AVP,
ComplianceAffinity
Insurance Services, Inc.*** * *** *** RdHatboro,
PA

April 4, 2017Dear *** ***:We have reviewed *** ***’s complaint and we are responding accordingly.This letter is in response to correspondence dated April 3, from the Revdex.com, serving Metro Washington DC & Eastern Pennsylvania (“Revdex.com”) concerning a complaint filed by
*** ***Thank you for allowing us the opportunity to respond.Based on the information received, *** *** cancelled her scheduled trip because she was no longer invited to attend the wedding for which she had purchased the airline ticket and therefore, she no longer had a need to travel.Please understand that the plan purchased provides reimbursement in the event of a cancellation due to a number of both medical and non-medical reasons as specified in the planHowever, as a change in plans, due to the insured no longer attending a planned event, is not one of the covered reasons under the plan, we were unable to consider her request for reimbursementPlease understand that this is a named-peril policy, As such, only cancellations due to one of the specified reasons contained in the plan would make an insured eligible for benefits.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 plan as well as a notice of a day right to examine the plan to determine if it meets with the insured’s needs.We trust that we have addressed the concerns raised in *** ***’s complaintShould you have any additional questions, please feel free to contact us.Respectfully,Stephanie OAVP, Compliance

3/15/2018Dear *** ***:Please note that this matter will be handled by the plan underwriter, *** ***, directlyTheir response will be forthcoming under separate cover.Any questions or concerns can be directed to:Tahaiwa Q*** Manager of Consumer Complaints, AIG###-###-#### Telephone
###-###-#### Facsimile ###-###-#### Toll Free ###-###-#### Mobile ***@aig.com [email protected] ** *** *** *** *** New York, NY *** www.aig.comRespectfully,Stephanie OAVP, Compliance

*** *** ** ** *** *** *** ** * *** *** *** *** ** * *** *** *** *** *** *** *** ** ** *** ** *** *** *** *** ** *** ** ***
*** ***
I am rejecting this response because:That is ridiculous I've had at least five phone conversations with your operation
***
*** ***

[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 according to HIPPA laws, disclosure of medical (mine or someone elses) is against the law I will contacting an attorney in this matter. Regards,
*** ***

From: *** ***">Date: Tue, Jun 9, at 12:PMSubject: RE: FW: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #***.To: *** *** ***
*** *** , Please find attached our response to complaint ID ***Please let me know if you have any questions
This letter is in response to correspondence dated June 8, from the RevDex.com, serving Metro Washington DC & Eastern Pennsylvania (“Revdex.com”) concerning a complaint filed by *** *** ***Thank you for allowing us the opportunity to respond. *** *** left a voicemail on March 26, regarding a request to cancel policy number *** effective December 11, *** *** was advised that a request was neededin writing to cancel any policySubsequently we received a request in writing to cancel this policy from *** *** on April 3, We honored this request by cancelling the policy onApril 7, A letter addressing this matter was sent to *** *** along with a refund in the amount of $on April 2015. We trust that you will find this letter responsive to the complaintPlease feel free to contact the undersigned should you require further information in response to this matter
Respectfully,
Stephanie O***AVP, ComplianceAffinity Insurance Services, Inc.*** * *** *** **
*** ** ***
***

March 28, 2017Dear *** ***:We are in receipt of the complaint submitted by *** *** and are responding accordingly.With regard to *** ***’s concerns regarding the time frame of her claim, please note that the claim processing time is an average and is dependent on all information
needed for review of the claim being receivedUpon review of *** ***’s claim form, it was determined that additional medical documentation was required to enable us to make a claim determination and therefore, we requested such additional documentation from her physiciansWe have now received such information and have sent *** *** notice of the determination made on her claim.As per the information originally provided, *** *** cancelled her and her companion’s trip due to her pregnancyThe Plan *** *** and her companion purchased provides a reimbursement as a result of a trip cancellation in the event of certain risks, both non-medical and medicalOne such specified medical reason is a cancellation due to a SicknessSickness is defined in the Plan as follows:Sickness means an illness or disease of the body which: 1) requires examination and treatment by a Physician, and 2) commences while the plan is in effectAn illness or disease of the body which first manifests itself and then worsens or becomes acute prior to the effective date of this plan is not a Sickness as defined herein and is not covered by the plan.The Plan also contains specific exclusions to the eligibility for coverageOne such exclusion states the following:General Plan Exclusions In Parts A & B: We will not pay for any loss under the plan, caused by or incurred resulting from: pregnancy, except if hospitalized; or elective abortion;In order to determine that *** ***’s reason for cancellation fell under the plan’s terms and conditions, and was not restricted due to the plan exclusion noted above, we obtained additional medical records from *** ***’s physicians.From the information received from *** ***’s physicians, there was no indication that *** *** was suffering from a Sickness, as defined under the Plan, at the time of her cancellationFurther, there is no indication in the records that *** *** was experiencing any type of complication related to her pregnancyRather, we understand that the reason for *** ***’s decision to cancel her travel plans was due to her physician’s recommendation against travel to Cozumel based on the concerns for the potential of an illness occurring in relation to the Zika virusWhile we certainly can appreciate and empathize with *** ***’s decision to cancel the trip, unfortunately, as the reason for such cancellation, namely the concerns for the potential of contracting an illness, is not a specified reason under the Plan, we were unable to consider her request for reimbursement.Please note that the Plan in its entirety, including all specified reasons for cancellation, as well as all specific exclusions to the eligibility for coverage, are provided to the participant prior to and concurrent with their purchase of the planIn addition, our contact information is provided should a potential plan participant have any questions regarding the plan.We trust we have provided sufficient information regarding the claims process and the claim determinationShould you have any additional questions, please feel free to contact our office.Respectfully,Stephanie O*** AVP, Compliance

August 12, Dear *** ***,We have reviewed *** ***’s
additional comments regarding this matter.
We are sorry *** *** has not been satisfied with her experience thus
far but we hope she can appreciate that claims are reviewed in accordance with
the terms and conditions of the plan purchased. In order to further review *** ***’s claim,
we would require the additional information and documentation discussed in our
prior response.Should *** *** decide to pursue
this matter, please allow me to reiterate that we remain ready and willing to
review any additional information she wishes to submit. Should you have any additional questions,
please feel free to contact us.We trust that you will find this
letter responsive to the complaintPlease feel free to contact the undersigned
should you require further information in response to this matter.Respectfully,
Stephanie OAVP,
Compliance

December 2,2015 Dear *** ***: Thank you for the opportunity to respond in this matterWe reviewed our records and submit the following information with respect to *** ***’s complaint. *** *** 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.*** *** 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 *** ***’s request to modify her status to retired as of and a premium refund of $Check # ***was sent to her via *** ** on November 19th, An email was sent to *** *** 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, ComplianceAon Affinity | Compliance DepartmentAffinity Insurance Services, Inc.*** *** *** *** *** | Hatboro, PA ***t +*** * *** * ***
***@***.com | ***.com Aon is the Principal Sponsor of Manchester United