Affinity Insurance Services, Incorporated

July 16, 2015Dear [redacted],This letter is in response to
correspondence dated July 6, 2015 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 system. We 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 system. Please
feel free to contact the undersigned should you require further information in
response to this matter.Respectfully, Stephanie O.AVP,
Compliance

July 1, 2015Dear [redacted]:Thank you for the opportunity to respond in this matter. We reviewed our records and submit the following information with respect to [redacted]’s complaint.Although [redacted] indicated in his complaint that he cancelled his travel plans due to an issue with his...

scheduled leave no such documentation was provided by [redacted] with his initial claim submission.The travel plan [redacted] purchased contains a listing of specified reasons making one eligible for coverage under the Trip Cancellation benefit. One 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 30 days of departure. All leave must be approved prior to the Policy effective date.While the documentation [redacted] submitted did not confirm such revocation of his military leave, we have agreed, as a business consideration, to provide [redacted] with his requested reimbursement. Please 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 [redacted]’s claim was originally reviewed.Accordingly, payment in the amount of $171.60 has been sent to [redacted] directly on July 7, 2015We trust we have provided the information necessary to resolve this matter. Should you have any further questions, please feel free to contact the undersigned.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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[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]

[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]

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

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 claim. From [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 submission. It 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 concluded. Should you have any additionalquestions, please feel free to contact our office.Respectfully,Stephanie O[redacted]  *  [redacted]  *  [redacted]  * [redacted]

This letter is in response to correspondence dated July 8, 2015 from the Revdex.com, serving Metro Washington DC & Eastern Pennsylvania (“Revdex.com”) concerning a complaint filed by Ms. [redacted]. 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 [redacted]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 determination. We had been working with the medical providers and copy service to obtain said information. To date, such documentation has not been received by our office.
As we can appreciate the [redacted]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 [redacted]s’ with their requested reimbursement. Please 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 [redacted]s shortly in the amount of $536.00 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 file. Should 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[redacted] AVP, Compliance Affinity Insurance Services, Inc. [redacted] Hatboro, PA 19040 [redacted]

June 24, 2015RevDex.comAttn:
[redacted]1411
K St. NW, 10th FloorWashington,
DC 20005-3404Regarding
Complaint ID: [redacted]Dear
Ms. [redacted],This
letter is in response to correspondence dated June 14, 2015 from the
Revdex.com, serving Metro Washington DC &...

Eastern
Pennsylvania (“Revdex.com”) concerning a complaint filed by Ms. [redacted].
Thank you for allowing us the opportunity to respond.We
have reviewed Ms. [redacted]’s complaint regarding the processing of her
and her husband’s claim for trip cancellation benefits. 
Please note that the plan Mr. and 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: 1. received or received a recommendation
for a diagnostic test, examination, or medical treatment; or 2. took
or received a prescription for drugs or medicine. Item (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 Mr. and
Mrs. [redacted]’s claim, it was necessary to obtain additional medical
documentation from Mrs. [redacted]’s physician.   We have been
working with Mrs. [redacted]’s physician, Dr. Romero’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 [redacted]s of such determination
under separate cover. Should 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[redacted]AVP,
ComplianceAffinity
Insurance Services, Inc.

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 refund. However, AON AFFINITY refuses to reimburse us for our canceled trip.

September 14, 2015Dear [redacted]:This letter is responsive to correspondence dated Sept 8, 2015 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.Affinity...

Insurance Services, Inc. (“Affinity”) is the program administrator for the life and disability products produced by [redacted] Life Insurance Company (“[redacted]”) for members of the [redacted] Association (“[redacted]”). [redacted] is a member of the [redacted] and has been insured for Group Term Life Insurance under this program since March 2001.The term life billing period in question is June 1, 2015 through September 1, 2015. Renewal premium notices are sent to each insured member 60 days prior to renewal and again at 25- 30 days prior to renewal. A renewal notice was sent to [redacted] on April 28, 2015. Another renewal notice was sent to [redacted] on June 3, 2015 on which it is stated, “The payment for your Term Life Insurance Plan is now due. Please take this opportunity to review your Certificate of Insurance to be sure the coverage remains suited for your lifestyle. Our records show that we have not received your payment as of yet and your coverage is about to lapse. To keep your coverage active, please mail your payment today with the bottom portion of this notice in the enclosed return envelope.” On July 2, 2015 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 06/01/2015 and you no longer have coverage. Please be aware that if your premium payment is not received within the next 15 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, 2015 [redacted] left a message on Affinity’s customer service phone line advising that premium payment was mailed. On July 9, 2015 [redacted] called Affinity to ask if his check was received and posted, and was advised by Affinity that his check had not been received. On July 17, 2015 [redacted] called Affinity to ask if his payment was posted, and was advised his check had not been received. A Reinstatement Form was emailed to [redacted] on July 17, 2015 with instructions that he should fax or mail the Reinstatement Form to Affinity no later than July 31, 2015. [redacted] faxed his Reinstatement Form to Affinity on July 21, 2015, and Affinity emailed [redacted]’s Reinstatement Form to [redacted] on July 30, 2015. [redacted] sent an email to Affinity on July 31, 2015 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 [redacted].Please note that in the July 20, 2015 letter [redacted] included with his Reinstatement Form that was faxed to Affinity on July 21, 2015 (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, 2015 through September 1, 2015 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 payment. Additionally, [redacted] has had, since 2011, a history of paying his premiums late.We trust that you will find this letter responsive to the subject complaint. Please feel free to contact the undersigned should you require further information relating to this matter.Respectfully,Stephanie OAssistant Vice President

December 2,2015
 
Dear [redacted]:
 
Thank you for the opportunity to respond in this matter. We 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 years. She 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 endorsement. For each change request, the system automatically issues a quote letter. We 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 2011 and a premium refund of $403.00 Check # [redacted]was sent to her via [redacted] on November 19th, 2015. An email was sent to [redacted] on November 19, 2015 confirming the same.
 
We trust we have provided the information necessary to resolve this matter. Should you have any further questions, please feel free to contact the undersigned.
 
Respectfully,Stephanie O
 
Stephanie O[redacted] |  AVP, Compliance
Aon Affinity  |  Compliance Department
Affinity Insurance Services, Inc.
[redacted]  |  Hatboro, PA [redacted]
t +[redacted]
[redacted].com  | [redacted].com
 
Aon is the Principal Sponsor of Manchester United.

We have reviewed [redacted] complaint regarding his claim for cancellation benefits and we are respondingaccordingly. In his complaint, [redacted] disputes the denial of his claim for trip cancellation reimbursement.Please understand that [redacted] cancellation was due to the death of his...

mother-in-law. However, fromthe information received, [redacted] mother-in-law passed away at 7am on January 8, 2017 a day prior to hispurchase of the protection plan. As the plan does not provide reimbursement for cancellations due to reasonsthat occur prior to the purchase of the plan, we are unable to consider the request for reimbursement. Theplan states:Important: You, your Traveling Companion and/or your Immediate Family Member booked to travelwith you must be medically capable of travel on the day you purchase this coverage. The coveredreason for cancellation or interruption of your Flight must occur after your effective date of TripCancellation coverage.Further the plan contains an exclusion which precludes coverage in the event of a cancellation due to a reasonthat occurs at a time the plan is not in effect. It states:We will not pay for any loss caused by or incurred resulting from:13. a loss that results from an illness, disease, or other condition, event or circumstance which occursat a time when the plan is not in effect for you.As [redacted] mother-in-law passed away prior to his purchase of the plan, a cancellation due to such eventis not covered under the terms of the plan.While we understand from the complaint that [redacted] contends that he was unaware of the death untilafter his purchase, we must review the facts as presented and, as such, we are unable to consider his requestfor reimbursement and no payment shall be forthcoming.We trust we have satisfactorily responded to the concerns raised in [redacted] complaint and this matter isconcluded. Should you have any additional questions, please feel free to contact our office.Respectfully,Stephanie O[redacted]. Please let me know if you have any questions.

From: Stephanie O[redacted]<[redacted]@[redacted].com>Date: Wed, Nov 25, 2015 at 1:51 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 complaint. I know the complaint is due in 10 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 response. I apologize for the delay and appreciate your flexibility over the holiday. Stephanie O[redacted] |  AVP, ComplianceAon Affinity  |  Compliance DepartmentAffinity Insurance Services, Inc.[redacted]  |  Hatboro, PA 19040t ###-###-####| m 1+###-###-####| f ###-###-####[redacted]@[redacted].com  | [redacted].com [redacted] is the Principal Sponsor of Manchester United.

September 14, 2015
Dear [redacted]:This letter is responsive to correspondence dated Sept 8, 2015 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.
Affinity Insurance Services, Inc. (“Affinity”) is the program administrator for the life and disability products produced by [redacted] Life Insurance Company (“[redacted]”) for members of the [redacted] Association (“[redacted]”). [redacted] is a member of the [redacted] and has been insured for Group Term Life Insurance under this program since March 2001.
The term life billing period in question is June 1, 2015 through September 1, 2015. Renewal premium notices are sent to each insured member 60 days prior to renewal and again at 25- 30 days prior to renewal. A renewal notice was sent to [redacted] on April 28, 2015. Another renewal notice was sent to [redacted] on June 3, 2015 on which it is stated, “The payment for your Term Life Insurance Plan is now due. Please take this opportunity to review your Certificate of Insurance to be sure the coverage remains suited for your lifestyle. Our records show that we have not received your payment as of yet and your coverage is about to lapse. To keep your coverage active, please mail your payment today with the bottom portion of this notice in the enclosed return envelope.” On July 2, 2015 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 06/01/2015 and you no longer have coverage. Please be aware that if your premium payment is not received within the next 15 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, 2015 [redacted] left a message on Affinity’s customer service phone line advising that premium payment was mailed. On July 9, 2015 [redacted] called Affinity to ask if his check was received and posted, and was advised by Affinity that his check had not been received. On July 17, 2015 [redacted] called Affinity to ask if his payment was posted, and was advised his check had not been received. A Reinstatement Form was emailed to [redacted] on July 17, 2015 with instructions that he should fax or mail the Reinstatement Form to Affinity no later than July 31, 2015. [redacted] faxed his Reinstatement Form to Affinity on July 21, 2015, and Affinity emailed [redacted]’s Reinstatement Form to [redacted] on July 30, 2015. [redacted] sent an email to Affinity on July 31, 2015 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 [redacted].Please note that in the July 20, 2015 letter [redacted] included with his Reinstatement Form that was faxed to Affinity on July 21, 2015 (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, 2015 through September 1, 2015 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 payment. Additionally, [redacted] has had, since 2011, a history of paying his premiums late.
We trust that you will find this letter responsive to the subject complaint. Please feel free to contact the undersigned should you require further information relating to this matter.
Respectfully,
Stephanie O
Assistant Vice President

[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 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]

June 24, 2015RevDex.comAttn:
[redacted]1411
K St. NW, 10th FloorWashington,
DC 20005-3404Regarding
Complaint ID: [redacted]Dear
Ms. [redacted],This
letter is in response to correspondence dated June 14, 2015 from...

the
Revdex.com, serving Metro Washington DC & Eastern
Pennsylvania (“Revdex.com”) concerning a complaint filed by Ms. [redacted].
Thank you for allowing us the opportunity to respond.We
have reviewed Ms. [redacted]’s complaint regarding the processing of her
and her husband’s claim for trip cancellation benefits. 
Please note that the plan Mr. and 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: 1. received or received a recommendation
for a diagnostic test, examination, or medical treatment; or 2. took
or received a prescription for drugs or medicine. Item (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 Mr. and
Mrs. [redacted]’s claim, it was necessary to obtain additional medical
documentation from Mrs. [redacted]’s physician.   We have been
working with Mrs. [redacted]’s physician, Dr. Romero’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 [redacted]s of such determination
under separate cover. Should 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[redacted]AVP,
ComplianceAffinity
Insurance Services, Inc.

This
letter is in response to correspondence dated November 29, 2016 from
the Revdex.com, serving Metro Washington DC & Eastern
Pennsylvania (“Revdex.com”) concerning a complaint filed by Mr. [redacted].
Thank you for allowing us the opportunity to respond.Affinity
Insurance...

Services, Inc. (“Affinity”) received an application for
professional liability insurance from Mr. [redacted] on October 27, 2016.
This application was not signed and was returned by mail to Mr. [redacted]
for signature on October 31, 2016. Affinity
received a call from Mr. [redacted] on November 2, 2016 regarding his
application for insurance. Mr. [redacted] was advised to fax the
application back with signature for processing. All documentation was
returned to Affinity on November 3, 2016 requesting premium
financing. The policy was issued with an effective date of October
27, 2016. Unfortunately an error was made and Mr. [redacted] was sent an
invoice for the full amount of premium. We regret this error and
acknowledge how confusing this must have been. Mr.
[redacted] indicates he sent a fax to Affinity on November 23, 2016 to
cancel the policy. Affinity has no record of receiving this request.
Affinity did receive the request to cancel this policy on November
30, 2016. This request was processed on December 6, 2016 and a refund
in the amount of $1591.00 was credited to the credit card on file.We
trust we have provided the information necessary to resolve this
matter. Should you have any further questions, please feel free to
contact the undersigned.   Respectfully, Stephanie
O[redacted]AVP,
ComplianceAffinity
Insurance Services, Inc.[redacted] RdHatboro,
PA 19040

January,
12 2016
Dear Ms
Butts:Thank
you for allowing us the opportunity to address [redacted]’s complaint. Affinity
Insurance Services, Inc. (“AIS”) respectfully submits the information herein in
response. As
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 broker. AIS
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 year. However, [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 described. AIS
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 Ms. C[redacted] to [redacted],  Ms. C[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 information. Thus, our repeated requests to [redacted]
for this information. We
trust your office will find our response informative. Please feel free to
contact my office should you or others in the Department have any questions
regarding this matter. Thank
you.                                      ...⇄ Respectfully,                                 �...⇄ Stephanie
O.
AVP,
Compliance

July 16, 2015
Dear [redacted],This letter is in response to
correspondence dated July 6, 2015 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 system. We 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 system. Please
feel free to contact the undersigned should you require further information in
response to this matter.Respectfully, Stephanie O.AVP,
Compliance