Aflac
Reviews and Complaints

Hello, i've been working for local government for 20+ years and have been paying aflac for short term and long term disability for the past 16 years without filing a single claim.
Jan 14th 2021 I hurt my back and filed for short term just to carry me over until I started getting a paycheck again, well from jan 14th until now february 10th 2021 i've only received One payment of $228.00, i've provided all the information I can from work and my doctor and it's like they want you to start all over weekly with forms from my doctor and from work.
My doctor and work have more important things to do every week then fill out repeat forms and verification that i'm injured, I had to apply for a personal loan to get my bills paid.
I did the math and in the past 16 years i've paid aflac over twenty thousand dollars in policy payments.
All I wanted was aflac to do is what is right and help me through this difficult time.
As soon as I get straightened out i'm dropping
All my aflac policies and i'm telling all my coworkers about my horrible experience.
Sent from doug. B.

Cancer path reports from September 21, 2020 and October 2020 all supplied to Aflac by Oncologist twice as confirmed by Aflac on phone calls for which I obtained call reference numbers on 11/09/2020, 11/10/20, 11/16/20 and 11/17/20. September was initial path cancer diagnosis. Shelly H auditor has received numerous escalation requests on my behalf, noting that the initial path is on page 6 of 10 page PDF. Shelley H has yet to actually look at the full report or review the full report which DOES contain original path report which they continue to hold in review almost 2 weeks later. Additionally they keep referring to path report as"surgical path report". No kidding. Apparently Shelly is so bereft of medical knowledge that she cannot understand that a breast tissue sample has to be obtained through needle biopsy. Apparently she thinks it is a lab test. Trust me I was painfully aware of the 20 some biopsies that I endured fully awake with a 6 inch extractor needle. I have had this cancer policy since 1991 or 1993 and this is the first claim I have filed.
Add to that fact that they have pended my Short Term Disability claim as well, requested documents sent twice. So as I coalesce as I receive "Red Devil" chemo treatments, I have spent about 9 hours on the phone trying to get my claims processed. This is miserably unacceptable. I had one prior claim with them for which I would have rated them 9. (Their highest per their rating system.) At this point in this experience, I rate them 0 "zero".

I received a letter today from the fraud department two years after my disability requesting the two previous years w-2 and 1099s. The letter said they "received information," about my case. I was paid out under $2000 almost two years ago after my doctor took me off work. I have sent aflac so much paperwork during the claim, there was no room for error. So my question is why would they put me under investigation two years later for such a small amount of money that I already proved to them I was disabled for. They had all of my hr information and all of my physician information. Nothing has changed. Do they really thing in the middle of covid19 it is a good idea to try and nail someone for $2k that had a legitimate disability claim? Even better, they said I had five days to respond and left no address to send the w-2s or any main line to call. Thank you aflac for causing me distress for no reason during a stressful time.

Aflac finds any and every loophole to keep from paying claims. Don't waste money on their scam. I see how they can afford all the commercials they run on tv. They sit back, collect premiums, and employ enough people to pick apart every claim and look for a way out of paying.
In late december 2019 I was coerced into signing up for accident insurance through aflac. I signed up because it came with a life insurance policy. I even joked around with the aflac rep that I was doing some electric work in my house and life insurance might be a good thing to have. She replied that I should hold off until "january 1st when the policy goes into effect". Remember that phrase the rep told me. "january 1st the policy goes into effect"
About a month later I was let go from my job. A week after that on january 18th I actually got injured doing work around my house. I filed a claim and everything seemed fine. I had an online account with an account number and everything. I sent all the paperwork they requested. I signed up for "aflac always" to be auto drafted from my personal account because I had no idea how serious my injuries were. It was supposed to go into effect on february 1st. I jumped through all the hoops for about 1 month before receiving a denial. The customer service rep told me that my former employer never paid my premium (sccy industries in daytona beach florida). They did deduct the premium from my final check though. The rep said that I need to call sccy and have them pay the bill. I didn't leave on good terms, so I know how that conversation would go (after they could stop laughing). I figured collecting money for aflac was their job.
So here I am, stuck with bills that should have been covered.
I guess it's a good thing for my family that I didn't die. I'm sure they would not have covered that either.
I just need aflac to man up and do what they are "supposed" to do. Honor the january 1st coverage date and pay my claims.

I applied for disability went through the forms step by step and told to fax additional information and they still denied me so why tell me fax additional forms. This company is disgusting they do not care they are terrible I could say a thousand things about them. Stay away from this company keep your money stay away from this fraudulent so call company

On Feb 7th I submitted a claim for an ICU hospital stay and they only paid the initial benefit and not the ICU and Step Down stay. I have spoken to customer service several times which in return they told me it was forwarded to the claims department and nothing has been done. They have all the paperwork needed obviouly cause they paid part of it only.

I made a claim and was not paid i was in hospital 3 days and out of work for two months and did not get paid im very upset i'd rather have the money i spent these past months for the service that didnt even pay me. The agent that informed was clear that i would get paid. Comes to find out i make claim with every paper they needed and still got refused.

AFLAC Vision Policy - Submitted a claim under the AFLAC Vision for cataract eye surgery removal on December 2, 2019 for reimbursement of $800 to $1, 200. Customer Service inquiries (1-81428) (1-81448). The AFLAC Claims Department continues trying to process the claim as a $75 wellness claim. Each time, I try to get the matter corrected, they set up another claim. I have made 15 telephone calls, submitted repeated inquiries and complaints to AFLAC, and reached a member of the AFLAC Board of Directors, and absolutely nothing gets done. The following are the problems that I have encountered with the AFLAC Vision Policy:
1. AFLAC Claims Officials, telephone representatives, and insurance agents seem not to know or understand the provisions of the AFLAC Vision Policy. Aflac needs to provide training urgently for its employees on the provisions, terms, and conditions of the AFLAC Vision Policy.
2. The AFLAC Vision Form needs to be updated to include a line or box to check for Cataract Eye Surgery as well as other associated information.
3. There is very poor communications between customers and AFLAC telephone representatives with AFLAC's Claims Department and Audit Department. A lot of problems could be solved if there was better communications.
4. AFLAC needs to stop saying that it pays claims within three days, because my AFLAC vision claim has not been paid in seven days.
5. There are some AFLAC telephone representatives who are smacking and eating while communicating with a customer.
6. The AFLAC's Customer Service Department has not helped to resolve my claim.

'm writing this complaint about a claim that I submitted on 11/5/19. I sent the claim ([protected]) in under our Hospital Indemnity policy. We have had the policy for at least 10 years. I sent my claim for a CT Scan in the same way as I have always sent it. I would send in my medical report and the claim would be paid. I sent in the claim and AFLAC sent a letter saying that they needed my claim authorization form updated. I sent that back online. It still wasn't paid. Then I called the automated phone rep and it said I had to have an itemized hospital bill to pay the claim. I sent the itemized hospital bill and it still wasn't paid. Then I received another letter saying that they needed to know the address of the provider, which there was an address on the itemized bill. I thought OK let me send the address of the actual imaging facility, where the procedure was done. Each time they get a piece of information, I'm told there will another 72 hours before anything will be done. Now I sent them the medical report, claims authorization form, itemized hospital bill and the address of the provider of the procedure and now they say they can't pay until they get a diagnosis code. My report tells them that everything was negative, so of course I don't have a diagnosis of what the problem is. The rep told me that the bill can't be paid until the diagnosis code is received. Now I say to you, there is no reason why AFLAC doesn't know that I had a CT Scan. What does my diagnosis have to do with AFLAC knowing whether I have had a CT Scan. AFLAC acts like I'm going to be paid $150, 000, instead of $150, that they owe me. $150 may not be a lot to AFLAC, however you get your premiums, I expect my claims to be paid. On second thought, it must be a lot to AFLAC, since your trying to hold onto it.

AFLAC has no problem taking the premiums every month and we rarely put in a claim. Now I put in a claim for $150 and they don't even want to pay it. I have received three letters about this claim asking for a different thing each time. As a good claims' examiner, which I did for 13 years, I know exactly the process for requesting information. I never sent a letter to a customer asking for a piece here and there. I asked what the Claims Authorization form was used for, because when I was an examiner I called the facility to request information, told them I had an authorization for patient information and I received the information after I faxed or emailed them the authorization. She told me that it takes too long to get information that way. It can't take longer than it has taken me to try to get the claim paid. She told me that the auditors won't pay it without a diagnosis code. What happened to the HIPPA law?

AFLAC is sounding really shady to me. They collect more from most customer than they ever pay them. AFLAC's TV commercial advertises that your claim is paid in 1day. It's also advertises that if received by phone, fax or mail, it usually takes 4 days. Your advertisement is false. Well it has been 24 days and my claim is still in pending status, after everything that I have sent. This is real disappointing.

HOSPITAL ACCOUNT: (P0N122F8)
DATE OF INCIDENT: MARCH 8, 2019
ISSUE: Inconsistency in knowing if i sent proper documentation after a month! When 10 days ago they said i sent all they needed. Today (10/30/19)...they do not see the UB40 hospital document they needed when 10 days ago a manager said she had and all is good!
Customer service seems to not know much. Run around for month almost.

Letter to my Rep below will explain more...>>>>>>>

Hi Janelle!

Hope this email sees you well;)

Unfortunately I'm disgusted with AFLAC and will NOT be renewing! March 2020 can't come soon enough for me!

I don't even have time to speak of all that has happened in past month since we spoke!

In short, I spoke to literally 15 representatives plus 1 manager throughout past 3 weeks with NO ANSWERS… NO MONEY…. NO COMMON SENSE!

I have never encountered such unorganized and confusion amongst a company of many people who do not know simple answers nor resolves and consistencies to ANY one question.
For instance, When one rep says one thing ….and I call next day….another rep says something else!
Their favorite two line are…… ‘I'm not sure' and ‘I don't know'.

After manyyyy conversations with AFLAC…DURING MY WORKING HOURS…..no one can seem to tell me if they received proper documentation for Hospital emergency room and ambulance bills. Then when I FINALLY spoke to manager last week because I was disgusted with getting run around….10 days later (today)….still no movement on my claim.
Then I call today and a Rep says she doesn't even see the UB40 document from my hospital on file (when the manager last week says she had it!)
Like….I'm at a loss for words and hung up while being on hold for 15 MINUTES TODAY.
I'm completely done! I don't even care anymore.
It has been a complete WASTE of time during my work hours dealing with all Reps, managers, my hospital to fax them the correct form, etc!
STILL waiting, and find out ‘they don't have the form when the manager said yes' ? WHY?

I regret to state I will not be rejoining and actually regret giving money from my paychecks weekly on nothing.

YOU have been a wonderful sales rep, but unfortunately….that will not help me in long run. ;-//

(I sending this letter to Aflac as well)….just so THEY know they caused a customer and actually a few others so I've heard. ;(

THANKS DARLING for all you have done and listening! 
Be well!
Dawn

I enrolled with Aflac in 2017, the agent that enrolled me made a mistake and did not add the wellness part into the plan. SO when I applied for it in the Beginning of March it was denied and I have been fighting ever since, they had the audacity to charge my company the different in the rate in order for me to get the benefit, and then to just say that they were not going to pay me at all. I have worked with 4 different agents and they all have the same attitude to ignore my emails and stop answering my calls. I guess everyone is trained by the same person, to be [censored]ty in customer service. if some one can help my Last agent is Roy Brewster if that even helps someone will probably will not get a hold of me.

I had a very large kidney stone 13 mm. I was in hospital 3 different times. So obviously I was unable to work. I could barely get out of bed. Aflac paid my hospalization right away but not my disability they did not. My pcp and surgeon both filled out their paperwork. My surgeon refused to fill out anymore. I filed everything when I was
All done and able to go back to work. Here I am 4 months after I filed and still arguing with them. I talk to manager 1 time and they say they r seeing all paper work even from my surgeon and sending it to Aflac. Then I call next week they tell me it's not listed as me talking to anyone last week and it wasn't sent to autitor and don't see paperwork from surgeon. I flipped out told them they r a worthless company and I paid every month to have this coverage for nothing I told them I am going to tell everyone I know how worthless they r and I will post how worthless they r on every site possible and I said I quit u worthless company and hung up on them

I had one claim that was denied because Aflac said I was injured at work. I had another claim Aflac said was denied due to an existing condition. Even though my doctors stated it was not.
I have found Aflac to be worthless. Basically I paid premiums for a service they never provided. These claims were submitted between 2018-19. I worked for NHK Seating in Murfreesboro Tennessee

so I tore my tendon completely off my elbow had to have surgery to get it repaired, but because I cant say exactly what day or time I did hurt the tendon Aflac has completely denied the accident claim wont pay anything not even the xray or MRI I had, out of work for 6-8 weeks and now after submitting papers for short term 2 weeks ago im told it was filed wrong and under accident. also that it will be another week before I hear if im getting paid for the short term disability or not. and its possible that if they denied the accident claim they more than likely wont pay short term for an accident they would have to see if it qualified as a sickness, I already know its not going to be covered under sickness because its not a sickness. so I just decided to cancel all the policies I had since they want to Wiesel out of paying anything why would I want to pay someone for insurance that's not going to pay me what a ridiculous company.

We sighned up for the life insurance in February and he had a massive heart attack in April . The autopsy report shows the heart attack was not from a preexisting condition. My name is latasha i am a disabled mother of 6 children. I called in and made a life features claim after the sudden death of my children's father I am the beneficiary. He was my care giver and the bread winner I am unable to work. The claims adjuster said they need the certified death certificate only what turned into the autopsy report after the autopsy report that turn into a office note record for one day that changed into 5 years worth of medical notes because the physician statement said prediabetic. The notes showed he was not diabetic they did show his smoking history and they asked if he smoked and he told them he quit and when he was a smoker it was two black and miles a day . I received a phone call saying that the claim was sent to upper management for a improper application. This lady tried everything she could not to pay this claim . I am ready to reach out the media me and my children are homeless in a hotel waiting on this aflac claim. I really hope someone in upper management approves this claim. Or else I will do the media a disabled parent and young children left homeless due to shady insurance practices.

I put in a clam when my wife had to have surgery I called and asked questions they said they would handle it time and time again then they said need to look at and sign more forms and I did and still no answers to anything I got pissed off this happened in 2012 and I still get calls because I canceled the service why pay over 50 dollars a week for nothing aflac is [censored] it is 2019 now and still nothing all they do Is take your money from you.

On May of 2019 I submitted a letter requesting an individual policy be issued resulting from a dissolution of marriage (per section 3 of current policy). it has been four months and multiple calls where I spoke with David, Kira, Trina, Latrice, Kathy, and Tanika; and yet no resolution has been reached to date. Through the calls I've also been issued multiple reference numbers: J06LK61, F148KN9, and G141VLI. I was put on hold to speak to Angela in the back office and she never came to the phone, What else can be done to get this matter resolved?
I can be reached at [protected].

I have been paying for ST Disability Coverage through Aflac since December 2012. I was never told that I needed to change my policy so I would have the correct coverage for my current income level. As a result, I have been paying for a policy that didn't meet my expectations. If I knew that information, I would have cancelled the policy years ago. I've asked about this before but it took submitting the question online to get an honest answer. My agent didn't ever make this clear and I'm frustrated that I wasted thousands of dollars over the years. I'm better off using paid leave through my employer than trying to pay for and submit a claim through Aflac. I still haven't received the policy cancellation forms I requested. I want them now so I can get refunded my prepaid insurance premiums. The longer I have to wait, the less of my payment I will be able to get back.

Policy holder name - Dolores Martin Hinkle
DOB - 09/21/1932
Policy # - A0572896
Claim # - [protected]

Providing as much information as possible is virtually impossible. I have been dealing with AFLAC for my 86 year old Mom who is fighting Stage III B lung cancer since April 2019. After a minimum of 12 separate calls and submitting information on several occasions...(there was a time during all my calls, it was determined additional information was not received and after an additional call by me to AFLAC in June is was determined that the information was filed away and no one sent information back to the doctor requesting what was needed.) I then requested a supervisor and she confirmed the issue was indeed in AFLAC's hands and they had still not sent anything to the doctor and it had then been 2-3 weeks just sitting with no activity! Additional information was sent on that date all the dates of infusion treatments for her cancer. Finally today, August 16th I called once again to find out the claim had been paid! Amazing! Yes, a check for $100.00 was sent to my Mom. This is the most amazing part, documentation of treatment dates from 7/6/18 through 3/25/19 and AFLAC only paid $100 for the first date of 7/6/18 treatment. Once I spoke with the AFLAC employee, she looks through the numerous documents in the file and said it appears all that has been paid us for her initial infusion from 7/6/18 and nothing else!
I was advised by the AFLAC individual that she would send documentation that the claim information needs to be reviewed again for the missing infusion dates of 7/30/18, 8/20/18, 1/14/19, 3/5/19 and 3/25/19 for payment consideration.
Again, back in AFLAC's corner that all information has been there for review of these dates, and these were missed...! I was advised it will now take an additional 15 days for this to be reviewed for consideration of payment. AFLAC Missed this again and put the policy holder waiting again for possibly as long as a month. Please keep in mind, all of my information started on 3/25/19, and it is now 5 months later and we have received $100.

I welcome a call from anyone to discuss the possibility of getting this reviewed and managed quicker than 15 plus days!

Sibyl Kristine Bunting. POA
[protected]
[protected]@yahoo.com