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Frequently asked questions
Cancel Affinity: Step-by-Step Guide
How to cancel your Affinity broker relationship 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 Affinity's role and the distinction between cancelling your broker relationship and your underlying insurance policies is essential to a successful exit.
Overview of Affinity services
Affinity advisers arrange insurance policies, provide guidance on coverage, and manage renewals on your behalf. They function as a go-between, connecting you with insurers and handling administrative responsibilities including claims support and policy placement. Your relationship is governed by a Terms of Engagement document specific to your circumstances.
When you engage Affinity, you are hiring a broker to represent your interests and liaise with insurance companies, not purchasing a product directly. This distinction is critical: terminating your relationship with the broker does not automatically cancel your underlying insurance policies. You must separately notify your insurers or instruct Affinity to cancel those policies on your behalf.
Why people cancel Affinity
You might cancel for several reasons: you have found a cheaper broker, you want to manage policies directly with insurers, you are dissatisfied with service quality, or you are consolidating insurance elsewhere. Yafee exists to guide you through this process without confusion or hidden fees.
Your legal position when cancelling a broker relationship
Your right to cancel your broker relationship is protected under New Zealand's Consumer Guarantees Act 1993 and the Financial Markets Authority's Code of Professional Conduct for Financial Advisers. Understanding your legal standing strengthens your position during cancellation.
Consumer protections in new zealand
The Consumer Guarantees Act 1993 guarantees that services (including broker services) must be carried out with reasonable care and skill, within a reasonable time, and at a reasonable charge. If Affinity has failed to meet these standards, you have grounds to cancel without penalty and potentially pursue compensation through the Financial Markets Authority (FMA).
Your engagement letter or Terms of Engagement should specify cancellation terms, notice periods, and any fees due on termination. In accordance with consumer law, any cancellation clause that is unfair, unreasonable, or obscured in dense legal language may be unenforceable. Yafee advises you to review these terms carefully before proceeding.
Distinction between broker cancellation and policy cancellation
Cancelling your relationship with Affinity as your broker does not automatically terminate your insurance policies. You must separately decide whether to cancel policies, transfer them to another broker, or manage them directly with insurers. Consequently, you should plan this transition carefully to avoid coverage gaps.
If Affinity holds policies on your behalf, notify them in writing which policies you wish to cancel and which you intend to transfer. Request confirmation of the effective cancellation date and any applicable refunds or adjustments from insurers.
How to cancel your Affinity broker relationship
Affinity requires written notice to terminate your broker relationship in accordance with standard industry practice and your Terms of Engagement. Follow these steps to ensure your cancellation is processed correctly and documented.
Step 1: locate your Affinity contact details
Affinity is a company name used by multiple insurance broking firms in New Zealand. You must identify your specific Affinity adviser or company to send cancellation 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.
- Visit the Companies Register (companies.govt.nz) and search for your adviser's name to confirm their registered office address and company number.
- Note the email address and postal address listed in your engagement letter or on your most recent invoice.
- If you cannot locate contact details, contact your primary insurer and ask for the broker's registered details.
Step 2: prepare your written cancellation notice
Compose a clear, dated letter or email stating your intention to cancel your broker relationship. Written notice creates a documented record and protects you if a dispute arises later.
- Use a professional email or formal letter format.
- Include your full name, contact details, and account or reference number (if applicable).
- State clearly: "I wish to terminate my broker relationship with Affinity effective [date, typically 14-30 days from submission]."
- Specify which insurance policies you wish to cancel, transfer, or retain (if managing directly).
- Request written confirmation of cancellation and details of any outstanding fees or refunds due.
- Ask whether Affinity holds any original policy documents or other important papers that you need to collect or receive.
Step 3: submit your cancellation notice via your preferred channel
Select the method that best suits your circumstances and provides the clearest record of delivery.
- Email (recommended): Send your cancellation notice to the adviser's email address listed in your Terms of Engagement. Request a read receipt or delivery confirmation to verify receipt. Retain the email with the delivery confirmation as proof.
- Registered mail: Post your notice to the adviser's registered office address obtained from your documents or the Companies Register. Use a registered or tracked courier service. Keep the tracking number and proof of delivery. This creates an official record recognised by the Financial Markets Authority if a dispute arises.
- In person: Hand deliver written notice to the adviser's office and request a signed acknowledgment of receipt. Retain a copy of the acknowledgment.
- Phone follow-up: After sending written notice by email or post, call to confirm receipt and document the date, time, and name of the person who confirmed. Note this in your cancellation file.
Step 4: confirm cancellation in writing within 5 working days
Follow up your initial notice if you have not received written acknowledgment within 5 working days.
- Send a follow-up email or letter referencing your original cancellation notice and the date you submitted it.
- Request written confirmation of the cancellation effective date and any outstanding fees or refunds.
- If Affinity does not respond within 10 working days, document this non-response and proceed to the next section on escalation.
Step 5: handle outstanding fees and refunds
Clarify your financial position before your cancellation becomes effective.
- Request an itemised statement of any outstanding fees, commission adjustments, or refunds due to you.
- Confirm the timing and method of any refund (direct debit reversal, cheque, or credit to your account).
- If Affinity claims you owe fees for cancelled policies, verify these charges against your engagement terms. Unreasonable or hidden fees may be challenged under the Consumer Guarantees Act.
- Retain all correspondence regarding fees and refunds for at least 12 months.
Reasons to cancel versus reasons to stay
Deciding whether to cancel requires weighing your current circumstances against the benefits of your broker relationship. This section outlines the key factors to consider.
Reasons to cancel Affinity
- You have found a more competitive broker offering better rates or superior service.
- You prefer managing policies directly with insurers to avoid broker commissions and simplify administration.
- You are unhappy with claims handling speed, responsiveness, or quality of advice.
- Your circumstances have changed and you need different insurance coverage that Affinity cannot provide.
- You are moving overseas, consolidating services with another provider, or exiting insurance altogether.
- You want to reduce complexity and handle everything yourself to maintain full control.
Reasons you might want to stay
- Your broker handles renewals and claims on your behalf, saving you time and administrative burden.
- Expert advice on coverage gaps, policy suitability, and changing insurance needs.
- A single point of contact for multiple insurance policies and claims.
- Potential access to products, discounts, or premium rates not available to direct customers.
- Continuity of relationship and trust established over time.
Timeline and effective cancellation date
Understanding when your cancellation becomes effective protects you from unexpected charges and coverage gaps. Timelines vary depending on your Terms of Engagement.
Notice periods and effective dates
Most broker relationships in New Zealand require 14 to 30 days written notice before cancellation becomes effective. Nevertheless, some arrangements may allow immediate termination if you are cancelling due to a breach of the Consumer Guarantees Act or unfair terms.
Your engagement letter specifies the required notice period. If no period is stated, common law allows you to terminate with reasonable notice (typically 14 days). Once your cancellation notice is received and acknowledged, mark the effective date clearly in your records and set a calendar reminder to verify that all services have ceased.
Coverage continuity during cancellation
If you are transferring policies to another broker or insurer, ensure there is no gap in coverage between the cancellation of your current arrangement and the activation of your new policies. Coordinate with your new broker or insurer to confirm that policies are activated on or before your cancellation date with Affinity.
What happens after you cancel
Cancellation does not end the process; you must verify that Affinity has fully discontinued services and transferred any outstanding obligations. Yafee recommends following these steps to avoid confusion post-cancellation.
Verify cessation of services
- Request written confirmation from Affinity that they no longer hold your policies or act as your broker.
- Check your email and postal address to ensure you no longer receive renewal notices, invoices, or communications from Affinity.
- Contact your insurers directly to confirm they now have your current contact details and you are no longer represented by Affinity.
- Retrieve or request return of any original policy documents, certificates, or statements held by Affinity.
Manage your policies independently
Once you cancel, you assume full responsibility for managing renewals, claims, and policy modifications.
- Set calendar reminders for policy renewal dates so you do not miss deadlines.
- Contact insurers directly for claims or policy changes rather than relying on Affinity to coordinate.
- Keep copies of all policy documents, renewal notices, and correspondence in a secure location.
- Monitor your bank account to ensure Affinity or insurers no longer deduct broker commissions or unexpected charges.
Refunds and financial adjustments
Refunds depend on whether you are cancelling individual policies or your broker relationship, and whether your policies have generated refundable adjustments from insurers. Yafee advises you to clarify these details before finalising cancellation.
When you may receive refunds
Refunds are typically issued if you have prepaid premiums and cancel before the policy expiry date. Some insurers offer pro-rata refunds based on the number of days remaining on your policy. Nevertheless, some policies are non-refundable or subject to cancellation fees.
Request an itemised breakdown of any refunds due from your insurers via Affinity. If Affinity has collected commissions or fees that you believe are unjustified, you may dispute these under the Consumer Guarantees Act and escalate to the Financial Markets Authority if necessary.
Cancellation fees and deductions
| Fee type | Typical cost | Negotiable? |
|---|---|---|
| Broker cancellation fee | $0-$200 depending on engagement terms | Often negotiable if service failure can be demonstrated |
| Policy cancellation fee (per insurer) | $0-$100 per policy | Check your policy documents; some insurers waive fees |
| Admin fee (release of documents) | $0-$50 | Challenge if unreasonable; many brokers waive this |
| Premium adjustment (short-term policies) | Pro-rata reduction or charge | Calculated by insurer; limited negotiation |
| Claims handling fee (if applicable) | Variable | Challenge if claim has not yet been resolved |
Common mistakes to avoid during cancellation
Cancelling a broker relationship involves several moving parts; avoiding these common errors saves you time, money, and stress. Yafee has identified the pitfalls that trip up most consumers.
Mistake 1: cancelling policies without arranging alternatives
Never cancel your insurance policies without ensuring new coverage is in place. A gap in coverage exposes you to financial risk and may breach loan or lease conditions if your property is mortgaged or leased.
Coordinate cancellation dates carefully: inform your new broker or insurer of your intended cancellation date with Affinity and confirm that new policies commence on that date or earlier.
Mistake 2: relying on verbal confirmation only
Always insist on written confirmation of cancellation. Verbal agreements leave no record if a dispute arises or if Affinity continues to claim you owe fees.
Email, registered mail, or a signed acknowledgment in person all provide documented proof. Do not accept a verbal assurance from a representative over the phone as your sole evidence of cancellation.
Mistake 3: ignoring renewal notices after cancellation
If Affinity continues to send renewal notices or invoices after your cancellation date, do not assume they will simply stop. Contact them immediately in writing, referencing your cancellation notice and the date it was processed.
If they claim you are still their client, respond with a copy of your cancellation letter and request immediate confirmation that you are no longer on their client list.
Mistake 4: failing to follow up on refunds
Refunds are not always processed automatically. If you do not receive a refund within 20 working days of your cancellation date, contact Affinity and request a status update with a specific date for payment.
If refund is delayed beyond reasonable timeframes (typically 30 days), escalate to the Financial Markets Authority, which has authority to compel refund of unjustified fees.
Mistake 5: accepting unfair cancellation terms without challenge
If Affinity claims you must pay substantial cancellation fees, check your engagement letter against the Consumer Guarantees Act. Unfair, unreasonable, or hidden fees are not legally binding in New Zealand.
If you believe a cancellation fee is unjust, state this in writing and refer to the Consumer Guarantees Act 1993, Section 9 (which voids unfair contract terms). If Affinity refuses to waive the fee, escalate to the Financial Markets Authority.
How yafee helps you cancel Affinity
Cancelling a broker relationship involves navigating legal obligations, financial adjustments, and coordination between multiple parties. Yafee has helped thousands of consumers cancel their Affinity relationships cleanly and confidently, ensuring they understand their rights and avoid costly mistakes.
Yafee provides step-by-step guidance tailored to your specific circumstances, template cancellation letters, and escalation support if Affinity fails to honour your cancellation request. Furthermore, Yafee advises on whether your cancellation grounds justify demanding fee waivers under consumer law.
Escalation: what to do if Affinity refuses to cancel
If Affinity does not acknowledge or process your cancellation within 10 working days, or disputes your right to cancel, you have formal recourse. The Financial Markets Authority exists to protect your interests and enforce consumer law.
Contact the financial markets authority
File a complaint with the Financial Markets Authority (FMA) if Affinity:
- Ignores your written cancellation notice.
- Charges unreasonable or unlawful cancellation fees.
- Continues to deduct fees or commissions after your cancellation date.
- Fails to transfer your policies or documents as requested.
- Breaches the Consumer Guarantees Act by providing poor service or acting unconscionably.
Visit the FMA website (fma.govt.nz) to lodge a complaint. Attach copies of your cancellation notice, any responses from Affinity, and evidence of non-compliance. The FMA typically investigates within 20 working days and can compel Affinity to cancel, refund fees, or pay compensation.
Escalate to a dispute resolution scheme
If Affinity is registered with the Financial Dispute Resolution Scheme (DRS) or the Insurance and Financial Services Ombudsman (IFSO), you may file a free complaint through these bodies. They operate independently and can award compensation up to NZD $200,000 in certain circumstances.
Provide the dispute resolution scheme with copies of your cancellation notice, your engagement letter, and correspondence with Affinity demonstrating the breach or refusal to cancel.
Checklist for cancelling Affinity
Use this checklist to ensure you have completed every step and protected yourself throughout the cancellation process.
| Action | Completed | Date |
|---|---|---|
| Located correct Affinity contact details (email and postal address) | [ ] | |
| Reviewed Terms of Engagement for cancellation terms and notice period | [ ] | |
| Prepared written cancellation notice with effective date | [ ] | |
| Submitted cancellation notice via email (with read receipt) or registered mail (with tracking) | [ ] | |
| Received written acknowledgment of cancellation from Affinity | [ ] | |
| Requested itemised refund statement including all outstanding fees | [ ] | |
| Verified that your new broker or insurer policies are active before cancellation date | [ ] | |
| Checked bank account to confirm no further charges after effective date | [ ] | |
| Received refund from Affinity (if applicable) | [ ] | |
| Requested return or confirmation of all original documents held by Affinity | [ ] |
Affinity contact addresses for cancellation
Affinity is a commonly used name in New Zealand's insurance broking sector, and multiple licensed advisers operate under this brand. Identify your specific adviser and use the contact details in your Terms of Engagement or insurance documents.
How to find your Affinity adviser's correct address
- Check your most recent invoice, policy document, or engagement letter for the adviser's full registered name and office address.
- Search the Companies Register at companies.govt.nz using the company name to confirm the registered office address and company number.
- If contact details are unclear, call your primary insurer and ask them to provide the broker's details.
- If you have engaged an Affinity adviser online or by phone, check your email for the initial engagement confirmation, which should list their postal and email address.
Once you have confirmed the correct details, send your cancellation notice via registered mail to the registered office address and email to the adviser's email address to ensure receipt through multiple channels. Retain tracking numbers, read receipts, and acknowledgments as proof of submission.
Yafee recommends verifying these details before submitting your cancellation to avoid your notice being sent to the wrong entity and being lost in a mailbox. If you are uncertain which Affinity company is your adviser, contact the Financial Markets Authority for guidance on identifying the correct licensed broker.
Summary: your path to a clean cancellation
Cancelling your broker relationship with Affinity is a straightforward process when you follow the legal framework and procedural steps outlined above. Ground your cancellation in writing, verify receipt, clarify refunds, and escalate to the Financial Markets Authority if Affinity refuses to honour your notice.
Your rights are protected under the Consumer Guarantees Act 1993. Affinity must acknowledge your cancellation within a reasonable timeframe, honour any refunds due, and cease all services on the effective date you specify. Yafee has guided thousands of New Zealand consumers through this exact process, and you now have the knowledge and tools to cancel confidently.
Start today by gathering your engagement letter and contact details, then submit your written cancellation notice via email or registered mail. Document every step, follow up within 5 working days, and escalate immediately if you encounter resistance. Your cancellation is a right, not a favour, and Yafee is here to support you every step of the way.