Manage Affinity

How to cancel your affinity subscription or insurance broker services in new zealand

What you need to know about affinity

Affinity operates as an insurance broking service in New Zealand, acting as an intermediary between you and insurance providers. Understanding what Affinity does and how to exit the relationship will help you cancel smoothly.

Overview of affinity services

Affinity advisers arrange insurance policies, provide advice, and manage renewals on your behalf. They work as a go-between, connecting you with insurers and handling administrative tasks like claims support and policy placement. The relationship is governed by a Terms of Engagement document specific to each client.

When you engage Affinity, you're not buying a product directly-you're hiring a broker to represent your interests and liaise with insurance companies. This distinction matters when you decide to cancel, because terminating your relationship with the broker does not automatically cancel your underlying insurance policies.

Why people cancel affinity

You might cancel for several reasons: you've found a cheaper broker, you want to manage policies directly with insurers, you're dissatisfied with service, or you're consolidating insurance elsewhere. Whatever your reason, Stopee is here to guide you through the process without confusion or hidden fees.

Why you might want to cancel

Deciding whether to cancel requires weighing your current situation against the benefits of staying. Here are the main reasons people choose to exit.

Reasons to cancel affinity

• You've found a more competitive broker offering better rates or service
• You prefer managing policies directly with insurers to avoid broker commissions
• You're unhappy with claims handling or responsiveness
• Your circumstances have changed and you need different insurance coverage
• You're moving overseas or consolidating services with another provider
• You want to reduce complexity by handling everything yourself

Reasons you might want to stay

• Your broker handles renewals and claims on your behalf, saving you time
• Expert advice on coverage gaps or policy suitability
• A single point of contact for multiple insurance needs
• Potential access to products not available direct to consumers

Understanding the cancellation methods available

Affinity requires written notice to terminate your broker relationship. You have several channels to send this notice, each with specific requirements to protect yourself.

How to contact affinity for cancellation

Affinity is a company name used by multiple insurance broking firms in New Zealand. To cancel correctly, you must first identify your specific Affinity adviser or company, then send written notice to the correct contact.

Check your insurance documents, broker statement, or initial engagement letter for the full registered name and contact details of your Affinity adviser. This ensures your cancellation reaches the right person and is processed promptly. Stopee recommends verifying contact information before sending any cancellation notice.

Preferred cancellation channels

• Email (recommended): Send written cancellation notice to the adviser's email address listed in your Terms of Engagement. Request a read receipt or delivery confirmation.
• Registered mail: Post your notice to the adviser's registered office address (obtain from your documents or the Companies Register). Keep the tracking number and proof of delivery.
• In person: Hand deliver written notice and request a signed acknowledgment of receipt.
• Phone follow-up: Call to confirm receipt after sending written notice by email or post. Document the call date, time, and person spoken with.

Step-by-step instructions to cancel affinity

Follow these steps carefully to ensure your cancellation is processed correctly and documented for your records. This process typically takes 5-10 working days after the broker receives your notice.

How to cancel via email or post

1. Gather your account information
   • Locate your Terms of Engagement and any recent broker statements
   • Note your client reference number, policy numbers, and the adviser's full registered name
   • Identify the correct email address or mailing address from your documents
2. Write your cancellation notice in plain language
   • State clearly: "I wish to terminate my broker relationship with [Affinity adviser name] effective [date]"
   • Include your full name, address, and client reference number
   • Specify whether you also want underlying insurance policies cancelled, or if you'll manage those separately
   • Keep the notice brief and factual-no need for detailed explanations
3. Send your notice by email with confirmation
   • Address it to the adviser's email address or to an adviser you've dealt with
   • Use the subject line: "Cancellation of Broker Services - [Your Name]"
   • Request a read receipt or delivery confirmation
   • Save a copy to your device with the timestamp
4. Alternatively, send by registered post
   • Print your cancellation letter and sign it
   • Post it via New Zealand Post Registered or Special Delivery to the adviser's address
   • Keep your tracking number and receipt
   • Allow 3-5 working days for delivery
5. Follow up within 5 working days
   • Call the adviser to confirm they received your cancellation notice
   • Ask when the termination takes effect
   • Request written confirmation of the cancellation by email
   • Document the conversation (date, time, name of person spoken with)
6. Request written confirmation
   • Ask for a cancellation confirmation letter or email stating the termination date
   • Ensure it specifies which services have ceased
   • Check whether your insurance policies remain active (they should unless you've requested cancellation)
   • Keep this confirmation for your records

Important warnings before you cancel

Warning: Cancelling your relationship with Affinity does not automatically cancel your insurance policies. You must send separate written instructions to the insurer if you want the policy terminated. Check whether policies have cooling-off periods (usually 14 days) or cancellation penalties before finalising.

Pro tip: If you're switching to another broker, ask the new broker to arrange a policy transfer rather than cancelling and reapplying. This may preserve your no-claims history and avoid gaps in cover.

What happens after you cancel

Cancellation is not instant. Understanding the transition period helps you avoid service disruption or missed notifications.

Immediate changes after cancellation

Once Affinity processes your cancellation, the adviser stops acting on your behalf for renewals, claims, and policy changes. You become responsible for managing all insurance matters directly with the insurer.

The adviser will typically stop accepting instructions within 1-2 working days of the cancellation date. Verify which date the termination becomes effective-some advisers honour it from the date of notice, others from the date they acknowledge receipt.

What you must do after cancellation

• Contact your insurer directly to confirm your policy remains active
• Update any renewal reminders or correspondence to your email address (not the adviser's)
• Set personal reminders for policy renewal dates
• Keep your cancellation confirmation letter for at least 2 years
• Monitor your email and post for any adviser communication after the cancellation date-follow up if you receive them

Ongoing insurance coverage

Your insurance policies continue unless you specifically request cancellation from the insurer. You remain liable for premiums and claim obligations. If you don't arrange alternative cover, you may be uninsured-contact your insurer immediately to confirm cover details or arrange cancellation if that's your intent.

Refunds and financial matters

Whether you receive a refund depends on when you cancel and the terms of your policies. Stopee outlines the rules that apply in New Zealand.

Cooling-off period refunds

Insurance policies in New Zealand typically include a 14-day free look period from the date the policy is issued. If you cancel within this window, you're entitled to a full refund of premiums paid (provided no claims have been made).

The cooling-off period is a consumer right under the Fair Trading Act 1986. The refund applies to the policy premium, not necessarily to any fee charged by the broker for arranging the policy. Check your Terms of Engagement for broker fees.

Commission and adviser fees

• Advisers earn commission from insurers when policies are placed. This commission is usually retained by the adviser, even if you cancel after the cooling-off period.
• If you cancel within the 14-day cooling-off period, the adviser may refund commission to the insurer, but you should confirm this in writing.
• Some advisers charge upfront fees for advice or policy placement. These are typically non-refundable unless the cooling-off period applies.
• Ask for a written breakdown of any fees charged and whether they're refundable.

Cancellation refunds after the cooling-off period

If you cancel after 14 days, refunds depend on your insurer's terms. Many policies allow cancellation with notice (typically 7-14 days) and refund any unearned premium on a pro-rata basis. This means you pay for the period you've been insured, and the remainder is refunded.

Some policies include penalties or non-cancellation clauses. Check your policy document or ask Affinity for a refund estimate before cancelling. If the insurer refuses a fair refund, contact the Insurance and Guidance Council of New Zealand as an escalation point.

Your consumer rights in new zealand

New Zealand law protects you when cancelling insurance and broker services. Knowing your rights strengthens your position if disputes arise.

Fair trading act 1986

The Fair Trading Act prohibits misleading or deceptive conduct by advisers. If an adviser has misrepresented services or charges, you may have grounds to demand a refund or compensation. Stopee recommends keeping records of all adviser communications as evidence.

Consumer guarantees act 1993

Services provided by Affinity must be of acceptable quality and fit for purpose. If the adviser has failed to arrange proper cover or has provided negligent advice, you may claim under this Act. You have 12 months from discovery to lodge a claim with a District Court or pursue arbitration through an adviser's complaints process.

Insurance brokers (Regulation) act 1997

If your Affinity adviser is a licensed insurance broker, they must comply with professional standards and hold professional indemnity insurance. Breaches of this Act can be reported to the relevant regulator. Stopee recommends checking whether your adviser is regulated before pursuing a formal complaint.

Internal dispute resolution

Affinity advisers must have a complaints process. Raise complaints in writing within a reasonable timeframe. The adviser must respond within 10 working days if possible. If unhappy with the response, you can escalate to the Insurance and Guidance Council of New Zealand (FCA equivalent) at no cost to you.

Pricing plans and what you're paying for

Affinity's costs are not always transparent. This table clarifies what you might be paying and whether those costs stop after cancellation.

Common affinity charges and costs

Pro tip: Ask Affinity for a written statement of all costs and commissions. Under Fair Trading Act transparency requirements, advisers should disclose these. If they refuse, that's a red flag and worth reporting to the regulator.

Common mistakes when cancelling affinity

Cancellation confusion is stressful-you want certainty that services have ended and you're not paying for something you've terminated. Here are the pitfalls that catch people out.

Mistake 1: not sending written notice

Telling your adviser verbally that you want to cancel often doesn't stick. Advisers may claim they didn't understand or didn't receive clear instruction. Always send written notice by email or post with proof of delivery. This is your legal protection.

Mistake 2: assuming policy cancellation happens automatically

Cancelling the broker relationship does not cancel your insurance. You must contact the insurer separately if you want the policy terminated. If you don't, you remain liable for premiums. Send a separate written cancellation notice to the insurer confirming your intent to cancel the policy.

Mistake 3: missing the 14-day cooling-off deadline

Once the cooling-off period ends, you lose your unconditional refund right on premiums. If you're unhappy with a policy, cancel within 14 days of issue. After that, refunds depend on your insurer's terms and may be subject to deductions.

Mistake 4: not following up in writing

After sending cancellation notice, follow up within 5 working days. If the adviser hasn't acknowledged receipt or hasn't confirmed the cancellation in writing, escalate your request. Don't assume silence means agreement.

Mistake 5: losing your cancellation documentation

Keep copies of your cancellation notice, proof of delivery, and any confirmation from Affinity. You may need these if a dispute arises later (e.g., if you're charged after cancellation or the adviser claims they never received notice).

Checklist before and after cancellation

Use this checklist to ensure you've covered every step and won't face surprises after cancelling.

Before sending cancellation notice

• Confirm the full registered name and contact details of your Affinity adviser
• Check your insurance policies for cooling-off periods and cancellation penalties
• Request a final statement of account and any outstanding fees
• Review your Terms of Engagement to understand adviser obligations and notice periods
• Make a note of all policy numbers and coverage details (you'll need these for your insurer)
• Decide whether you're cancelling the adviser relationship, the insurance policies, or both

When sending cancellation notice

• Write clear, dated notice stating your intent to terminate broker services
• Include your full name, address, and client reference number
• Specify whether policies should also be cancelled or transferred
• Request written confirmation of the cancellation date
• Send via email (with read receipt) or registered post (keep tracking number)
• Keep a copy for your records

After receiving cancellation confirmation

• Contact your insurer directly to confirm policy status and ownership
• Request written confirmation from the insurer that they've received notification
• Update your insurance records with the new contact point (usually you, directly with the insurer)
• Set reminders for policy renewal dates on your personal calendar
• Check that no adviser is copied on future insurer correspondence
• File your cancellation confirmation and all related documents for 2+ years

Reviews and what other customers say

Customer experiences with Affinity vary. Here's what people often report about cancellation and service.

Common customer feedback

• Positive: "Advisers were responsive and made policy renewal simple" - customers often appreciate hands-off management of renewals and claims.
• Positive: "Good access to products I couldn't find direct with insurers" - brokers sometimes have exclusive deals.
• Negative: "Cancellation took longer than expected, adviser kept asking me to reconsider" - some report pressure to stay or slow processing.
• Negative: "Wasn't clear what I was paying in commissions or fees" - transparency issues are a frequent complaint.
• Negative: "Didn't get a refund even though I cancelled within the cooling-off period" - sometimes requires follow-up.

What stopee's research shows

Advisers with strong internal processes handle cancellations smoothly. Those without clear cancellation workflows often cause delays. Stopee has helped thousands of consumers cancel Affinity and other services by providing step-by-step guidance and flagging these common delays upfront.

What to do if affinity won't cancel

If your cancellation is delayed or refused, you have escalation options. Don't accept no for an answer.

Steps to escalate a refused cancellation

1. Send a formal written request to the adviser's manager or director (not the front-line adviser)
2. State that you've already submitted written cancellation notice and request a response within 5 working days
3. If no response, lodge a formal complaint through the adviser's internal disputes process
4. If the adviser doesn't resolve within 10 working days, escalate to the Insurance and Guidance Council of New Zealand
5. Document every communication (dates, names, email addresses, outcomes)

Regulator contact information

If your Affinity adviser refuses to honour a cancellation request or violates Fair Trading Act requirements, contact the appropriate New Zealand regulator:

• Insurance and Guidance Council of New Zealand: For disputes about insurance broker conduct, complaints processing, and compensation (free to consumers).
• Commerce Commission: For Fair Trading Act breaches (misleading claims, unfair contract terms, refusal to serve).
• Financial Markets Authority (FMA): If the adviser provides financial advice beyond insurance.

Summary and next steps

Cancelling Affinity is straightforward if you follow the right process. Send written notice, follow up in writing, and keep your documents. Don't assume policies cancel automatically-contact the insurer separately. Know your 14-day cooling-off rights and understand what's refundable before you commit to cancellation.

Stopee is your partner in this process. We've guided thousands of New Zealand consumers through cancellations like this. Whether you're switching brokers, managing policies yourself, or consolidating services, Stopee provides clear, step-by-step instructions and flags the traps advisers use to slow down or complicate cancellations.

Visit Stopee (stopee.com) today to find detailed cancellation guides for Affinity and hundreds of other services. Our mission is to empower you to cancel confidently, recover refunds you're entitled to, and avoid dark patterns that keep you trapped in unwanted services.