Complaints

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

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  Affinity Insurance Services, Incorporated

  1100 Virginia Dr Ste 250 Ft Washington, PA 19034-3278

• 

  Affinity Insurance Services, Incorporated

  159 E County Line Rd Hatboro, PA 19040-1218

• 

  Affinity Insurance Services, Incorporated

  1120 20th St NW Frnt 6 6th Floor Washington, DC 20036-3459

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/25/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I applied for what sounded like a better Life Insurance plan in June with NSO. I had one request for information, which I responded to. I never heard anything more. In the Fall I went online and discovered that this policy was apparently approved and a payment was due. I paid my premium. I waited and got no information about my policy. I contacted NSO and have done so numerous times since, requesting my policy for my records. They told me I would get a welcome kit with my policy but nothing has been received either through mail or email. I need this policy for my records. My family needs to be able to access it in case anything happens to me. I have had NSO for life insurance and malpractice insurance for many years. I cannot understand why they have not sent my policy. This process started in June 2024 and it has been six months already. There is no way to access it online. The website has little functionality. I feel I am being ignored.

  Customer Answer

  Date: 12/30/2024

  I finally received my welcome kit with my policy after months of trying to get a response. My complaint is resolved. I got the materials after I had filed the complaint out of desperation.

• Initial Complaint

  Date:12/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased business and license protection through **********************. I have filed a claim now, 4 times, for the same issue. Each time they return with a letter for some item they are requesting. When I provide them with those items requested, they do not reply at all or they then again, request a new item. This is the fourth time I have filed a claim for an issue they are supposed to insure. I have had HPSO for years without any issues. Now I am getting a year's long song and dance that is very expensive.

  Business Response

  Date: 12/12/2024

  Kindly see the attached response.

• Initial Complaint

  Date:11/21/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I renewed my professional liability insurance on November 18, 2024 and have been working with NSO services for 3 years now - I have always had my insurance policy sent to me the same day or no later than one day after Per NSO's automatic email reply I received, I should have received the policy no later than one day after date of purchase, proof provided below. It has now been 4 days later and my current policy has expired - I renewed 4 days prior to my current policy expiring. Since November 18, 2024, I have not yet received a new policy after I already paid for it in the amount of $149 which is about $20 more than what I paid last year just for my policy to never be sent over to me. I have reached out multiple times via email with no response, multiple phone calls put through with no calls successfully being answered - all phone calls were sent to an automated voice machine that hangs up on you with no success in helping resolve my problem. I am now out of liability insurance with no new one sent to me after paying for it, meaning I physically cannot continue working my job as it is against company policy and all of this due to NSO not sending me my renewed liability insurance. I am on pause with my job due to a companys careless issue they are not willing to work with or resolve & out of $149. I have also been locked out of my account completely and have no way to access or login to my account to view any of my policies anymore - old or new and I cannot reset my password due to no password link reset being sent to me & not being able to get a hold of one single individual to help my resolve this issue.

  Business Response

  Date: 01/09/2025

  Kindly see the attached response. 

  Customer Answer

  Date: 01/10/2025

  [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:09/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called to cancel my liability insurance on 8/26/24. I spoke ******* ********* who was kind and understanding and stated that I was owed a refund. She transferred me to ****** who tried asked me if I was still working which doesnt have anything to do with the call. She did not give a confirmation number and tried to short change the refund. She stated it would take 3-4 weeks to receive. I felt weird about and called the next day to realize that the policy was still on autopay to renew. I requested to have autopay cancelled since I never gave authorization for the policy to auto-renew. I was advised that all customers are placed on auto-renew unless they cancel it which is unethical. How will anyone know to cancel auto-pay if they never authorized it? To cancel you have to create an online account or call. I requested that it be canceled by phone and also inquired about having the refund issued to my card. I was told that a check would be issued. Fast forward 9/16/24 I receive an email stating that the refund was undeliverable and returned to sender. I called today and spoke to ******* and he placed me on a long hold. I also informed in that when I call the system still states that I need to make a payment. He assured me that the policy is canceled and I have emails and a letter stating it is. I told him that the business practices are shady. They are quick to set everything up and take automatic payment but, canceling is a true pain. I will never purchase professional insurance from them again. I had to give every piece of information to verify my account when I provided the policy number several times. It was as if everyone was in awe that I was a mental health practitioner. He verified my address again and said that he could not give a date for the refund. Policies should be immediately upon request and customers should have options of how they would like to receive their refund. They should also treat customers and former customers with dignity and respect.

  Business Response

  Date: 09/24/2024

  Kindly see attached response letter.

  Customer Answer

  Date: 09/24/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22299890
  
  I am rejecting this response because: the underlying reasons for the complaint were not addressed. The initial check should not have returned as I live in a home and I do not have issues receiving mail. I had to contact the company multiple times regarding the cancellation and the automatic system still states that a payment is due. If there is an attempt to draft from my account, I will contact my financial institution. I was not provided with a tracking number or verification that the second check was mailed. The unethical business practice of enrolling customers into automatic payments without being made aware was not addressed. The unkind manner in which I was treated after the initial call was not addressed. The complaint is not completely resolved until the account states that it is cancelled, the refund is received without additional issues and an apology is issued. As stated previously, customers should have the right to determine the method in which the refund is giving and given a choice of whether they agree to enroll in automatic payments. 
  
  
  Regards,
  
  ******* ******
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 10/10/2024

  Kindly see the attached response. 

  Customer Answer

  Date: 11/06/2024

   The matter has not been resolved. The check that was sent to me returned due to stopped payment. Please update the complaint as unresolved. 

  Business Response

  Date: 11/18/2024

  Kindly see the attached response. 

• Initial Complaint

  Date:09/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been unable to log into my account online for an entire year. My renewal is now due and I called again yesterday to get access to my online account so I can review the items on my policy before renewing. I was told by the customer *** that I would get a link by the end of the day. The link never came. I called again this morning and now I was told I have to wait another 48 hours to get a reset link. 48 hrs for what? To send me a link to my own account? I told the *** that I needed to review my account, she said, its ok, you can pay over the phone, I cannot pay a company that will not let me review my account and the items on my policy. I also tried emailing and they have not ***lied back.

  Business Response

  Date: 09/24/2024

  Kindly see attached response letter.

• Initial Complaint

  Date:05/10/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/21/24 I paid this company ****** for malpractice insurance. It was due a couple days before but I had closed the bank account that my yearly fee was drafted from. Realizing my mistake I went on to the website to make my payment. I went to log in and the website reported the premium was not paid. I contacted NSO and was given an email address. I emailed them and they stated they could not find my payment. I provided a screenshot my payment. I contacted Apple and got a copy of my statement reflecting the paid premium. I was then asked by the company to provide more information relating to my Apple Card credit card number. I provided it. I have contacted them multiple times and get a generic message but nobody has contacted me. I have tried in good faith to either get my money back or get the malpractice insurance I paid for. I am getting no response.

  Business Response

  Date: 05/30/2024

  Kindly see attached.

• Initial Complaint

  Date:04/18/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 12, I purchased malpractice insurance for nurses from Nurses Service Organisation NSO, I paid $149.00 dollars for that policy (#**********) but on April 9 I called and cancelled malpractice insurance and NSO representative who assisted me told me that since I didnt call within 30 days to cancel they will only refund me $119.00, and they refused to honour a full refund although initially when I called to get a price quote before purchasing insurance they said you can cancel at any time for a full refund. As of April 9, 2024, NSO had cancelled my policy and never refunded me the money. I am seeking for a full refund of $149.00 dollars. Please assist me with this matter.Thank you.

  Business Response

  Date: 04/25/2024

  Kindly see the attached response. 

• Initial Complaint

  Date:04/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Complaint: Unfair Denial of COVID-19 Claim UC8114677336 Dear BBB,I'm filing a complaint against Aon Affinity Insurance Services, **** (License: ********, administrator for ************** Fire Insurance Company, regarding denial of my COVID-19 travel insurance claim UC8114677336. Despite the policy's advertised COVID-19 coverage, my claim was rejected due to not visiting a doctor, contrary to public health advice.The claim form separates COVID-19 claims from other illnesses without demanding doctor ********* proof for COVID-19, implying acknowledgment of pandemic conditions. This setup, plus explicit COVID-19 coverage marketing, led me to believe my at-home positive test and consequent trip cancellation were adequately covered. The denial disregards the Covid-19 realities and the basis of my purchasing this insurance. I request BBB's help for a fair review of my claim, respecting the unique COVID-19 context, and clear communication from Aon Affinity on COVID-19 claim requirements to prevent future policyholder confusion.The claims adjuster responsible for denial is ********** (**************, Qualified Manager CA License Number ************** you for addressing this matter.Sincerely,*********************

  Business Response

  Date: 04/19/2024

  Attached is our response to the above-referenced complaint.

• Initial Complaint

  Date:02/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On or about December 15, 2023, I purchased travel insurance from this company dba Aon for a Carnival cruise to take place on February 11, 2024. Several days later, my mother was hospitalized with an unexpected illness - she was diagnosed with a very severe staghorn kidney stone that has caused damage to her kidney, causing the whole kidney to need to be removed. She reported to the hospital doctors that she had mild symptoms of tiredness beginning December 12, but of course, no reasonable person would be able to determine that such a serious medical issue would be the cause. Aon is trying to use the mild symptoms on the 12th to indicate that this was a "pre-existing condition" and has failed to sufficiently reopen the case - they claim they sent documentation to my mother's physician on January 23, but it has not been received. This is a consumer protection issue - Aon is committing fraud.

  Business Response

  Date: 02/23/2024

  We have reviewed ********************** complaint, and we are happy to provide status on this matter.
  
  Our claims department has reviewed the claim and the customer has received a response already regarding the request for additional documentation.   Once this additional documentation is received, it will be reviewed. There is nothing further on this claim at this time.
  
  The claim has been processed according to the terms of the plan purchased and therefore, the customers concerns have been addressed.
  
  We thank ****************** for her patience during the claim process.  

  Customer Answer

  Date: 02/23/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21247796
  
  I am rejecting this response because:
  
  I have provided this information and have received no updates for over two weeks - the business response is simply a lie.
  
  Regards,
  
  *********************************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 03/11/2024

  We have reviewed ********************** additional complaint and would like to provide the following status on this matter.
  
  Our claims department has reviewed the claim and spoke to ****************** on 3/4/24 regarding the additional documentation needed for her claim. Once this additional information has been received, her claim will be re-reviewed.  
  
  At this time the claim has been processed according to the terms of the plan purchased.
  
  We thank ****************** for her continued patience during the claim process.  

• Initial Complaint

  Date:12/21/2023

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 7th 2023 I booked a trip from SLC to Guatemala ($731.86) for September 9- October 13 2023. I also purchased trip protection for $79.81. On October 12th, I'd reached out to the insurance company because the airline sent out a message stating that there were interruptions to the service for my final leg of my trip Guatemala to Dallas to SLC. I called the insurance company and the agent said it was covered interruptions from the airline so I rescheduled my trip for departure November 4th 2023. The airline did not charge a rescheduling fee but did charge for the price difference of the ticket. I paid it which was over $800 with the knowledge the insurance company approved it prior. A couple weeks after returning I filed a claim with the insurance and after over a month of back and forth asking for the same evidence i received the final decision today- denied. Now I read the policy but it's not my fault the airline decided to send that message for trip interruptions and getting the ok from customer service which they didn't take into account in their final decision. A customer is going off what the company approved and now they're denying my benefits I shouldn't have to incur debt because of the insurance company. I'm asking to be reimbursed which is the whole point of the insurance.