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Business Profile

Insurance Services Office

Affinity Insurance Services, Incorporated

This business is NOT BBB Accredited.

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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

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    Customer Complaints Summary

    • 28 total complaints in the last 3 years.
    • 7 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/21/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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,

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

    • Initial Complaint

      Date:09/13/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Tested positive on last day of travel tour in Italy. Required to isolate for six days before being allowed to test and return to the United States. We paid for travel insurance to cover such an event and have had nothing but problems getting this rectified. Filed our claim on May 26, 2022 which included credit card statements and receipts, flight tickets, itinerary. Confirmation was received from AON May 30, 2022 stating the claim would be processed. Called frequently to check up on progress but it never progressed beyond having been received by AON. After three months, finally was able to speak to a supervisor who informed us to fill out additional forms, Trip Delay was also required. We previously sent all the information to substantiate our claim on trip interruption. We were required to stay six additional days from May 10 to May 16. With the additional stay we incurred hotel, food, ground transportation and additional upcharge on airfare. We also incurred medical cost for test kits and final test by a pharmacist before we were allowed to leave Italy within 24 hours of testing negative in order to return to the United States.

      Business Response

      Date: 09/27/2022

      September 27, 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 and his wife were delayed in returning home from their  ********* ****** **** (“***”) trip due to his wife testing COVID positive.  

      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 NCL BookSafe Travel Protection Plan.  
      Accordingly, claim payments for the *********** have been processed in the amounts of $936.51 per  person for their covered trip interruption expenses, an additional $653.98 per person for their covered  trip delay expenses as well as $74.32 for **** **********’s covered medical 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: 09/28/2022

      [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,

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

    • Initial Complaint

      Date:08/11/2022

      Type:Product Issues
      Status:
      Answered
      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.
      AoN Affinity Insurance: Claim number ******. My Mother passed away on April 22nd 2022. She was scheduled to take a trip in August of 2022 and paid for AON insurance. I uploaded the filled out Travel Claim form to AON on 5/27/22. I have spoken to AON customer service reps multiple times on the phone and they all follow a script stating "we apologize that this claim is taking longer than normal" and that they will get to it soon. I have been very patient with this insurance claim, but this is totally unacceptable. To anyone reading this, I would not recommend getting this insurance for travel and would use another reputable source.

      Business Response

      Date: 08/25/2022

      August 25, 2022  
      Dear *** *******:  
      We are in receipt of your letter dated August 11, 2022. Thank you for the opportunity to respond. We  have reviewed *** ****’s complaint and we have outlined our position below.  
      According to the information presented, *** ****’s mother, ***** ****, and her traveling companion,  ***** ****, had a trip scheduled to depart on July 16, 2022 which was booked through Trafalgar.  Unfortunately, *** ***** **** passed away prior to the trip and a cancellation claim was initiated for them in May.  
      The Trafalgar Travel Protection plan contains a number of reasons for which one is eligible for  reimbursement of cancellation fees, including the illness or death of a traveler. Accordingly, the claim  was approved and payment for the cancellation penalties imposed on the booking in the amount of  $2,599.78 per person, are currently being provided.  
      We thank *** **** for his patience during the claim process. We trust this responds to the concerns raised  in his complaint. Should you have any additional questions, please feel free to contact our office.    
      Respectfully,  
      Stephanie O****  
      AVP, Compliance  
      Affinity Insurance Services, Inc.  

    • Initial Complaint

      Date:08/10/2022

      Type:Product Issues
      Status:
      Answered
      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 were booked on a 10 day cruise on the ********* *** for March 30 2022. (res. #********). In February of 2022 it was determined I needed surgery. We notified Aon Insurance on Feb. 17th and filed a claim. On March 30th, the day the cruise left, I was in surgery for 7 1/2 hrs. They have been given 94 pages of medical records by *********** Hospital Group. We are still waiting for the refund of the covered cruise charges. Also the address I have for the Aon office is ***************************************************, Garden City N.Y.

      Business Response

      Date: 08/29/2022

      August 29, 2022  
      Dear *** *******:  
      We are in receipt of your letter dated August 11, 2022. Thank you for the opportunity to respond. We  have reviewed *** ****** complaint and we have outlined our position below.  
      According to the information presented, **. and **** ****** had a trip booked through ********* Cruise  Line that was scheduled to depart on March 30, 2022. Unfortunately, *** ****** became ill prior to the  cruise, which resulted in their cancellation and subsequent initiation of a claim with Aon Affinity.  
      The ********* Cruise Line BookSafe Travel Protection plan they purchased contains a number of reasons  for which one is eligible for reimbursement of cancellation fees, including the illness of traveler or their  immediate family member. Accordingly, the claim was approved and payment for the cancellation  penalties imposed on the booking, in the amount of $848.25 per person, was issued on April 11, 2022.  
      We thank *** ****** for his patience during the claim process. We trust this responds to the concerns raised in his complaint. Should you have any additional questions, please feel free to contact our office.  
        
      Respectfully,  
      Stephanie O****  
      AVP, Compliance  
      Affinity Insurance Services, Inc.  

    • Initial Complaint

      Date:07/20/2022

      Type:Product Issues
      Status:
      Answered
      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 5/3/22 I purchased a professional liability policy for $857 from Affinity Insurance Services Inc. (HPSO) 1100 Virginia Ave. Suite 250 Fort Washington, PA 19034-3278. I opted for a financing agreement (via ***** *******) I made a payment of $191.40 to HPSO on 5/4/22. On 5/6/22 I decided to cancel the policy after finding comparable coverage from another source that cost significantly less. The policy was confirmed cancelled effective 5/6/22. After not receiving a refund to my checking account I called Affinity/HPSO on 6/8/22 . I spoke with E.M. to inquire about the status of my refund. At that time, I was informed that HPSO sent a check to ***** ******* (financing company) on 5/23/22 and I should be receiving my refund from ***** ******* soon. I waited for a few more weeks and nothing occurred. I called Affinity/HPSO again on 7/11/22 and spoke with J. O. for an update as E.M. was not available. J.O. informed me that per Affinity/HPSO records the refund was sent to me. I have never received a refund and this reflects in my checking account. J.O. suggested that I call ***** *******. I called ***** ******* on 7/11/22 to seek clarification. I was informed by ***** ******* staff that (because the policy was cancelled within a few days) they never executed the finance agreement and the down payment I made on 5/3/22 went to HPSO/Affinity and therefore the refund would come from Affinity/HPSO. On 7/12/22 I emailed E.M. at Affinity/HPSO and I requested a resolution as soon as possible. It has now been over two months and I have received conflicting information and no refund. E.M. contacted their supervisor for a resolution. As of 7/19/22 no response from Affinity/HPSO. I emailed E.M. to request an update and was informed the supervisor was "working diligently on getting this back to you" and E.M. offered to provide an update by the end of the day. As of 7/20/22 I have not received an update or a refund.

      Business Response

      Date: 08/04/2022

      August 4, 2022  

      Dear *** *******:  

      (“HPSO”) is in receipt of the complaint filed by *********** ******. HPSO is a division of Affinity Insurance Services, Inc. (“Affinity”). Thank you for the opportunity to  respond.  
      Our records reflect the following timeline: On May 3, 2022, *** ****** paid a down payment on a policy  to Affinity as part of a premium finance agreement with ***** ******* *** Financial Corp. (“*****  *******”). On May 6, 2022, *** ****** requested a cancellation. On May 22, 2022, the cancelation was  processed; however, there were some accounting miscommunications between Affinity and Honor  Capital. The delay in refunding *** ****** was caused by these accounting miscommunications. We regret  the inconvenience to *** ******.  

      Because *** ****** had three days of coverage with a combined earned premium of $27.00 that amount  was deducted from the $191.40 collected for the down payment, resulting in a refund of $164.40 issued  to *** ******’s credit card on August 1, 2022.  

      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.  

    Affinity Insurance Services, Incorporated is NOT a BBB Accredited Business.

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