Aflac
Reviews and Complaints

I keep seeing commercials for Aflac that state claims are paid in 1 day. What a joke! I have had Aflac for a couple years now, and it's always been a battle to get claims accepted--sometimes taking a couple weeks for processing. The last few hospital claims I've submitted are taking 2 months and counting to be processed! Even with my rep's support!

I took this coverage. Thru my workplace june 2018 knowing that this will help my family for hospital pursposes in th elong run, our agent explained that this policy takes effect30days after enrollment, myhusband went to emergency for pancreatitis july 15and was admitted then till july 21, 2018 my policy no is pos7k419 . I filed claimed online submitted all documentations medical physical history itemized bill and discharged paper for the said date of service only to find out that aflac denied it because they said date of service june 19 to june 22, 2018 is not covered... That is is stupid because my cliam specifically said july 15 to july 21, 2018 .. All the documentations says july not june. Im filing a legal complaint with our atty and i want aflac stop their misleading and wrongful denial on legi timate claims.

I had interviewed with Aflac and although I decided not to take the job, I thought they were very professional and really cared about their customers. I was wrong. Aflac was the first company I suggested my daughter call when she needed health insurance. I did some preliminary calling for her because she was at work. I called Jim Edmonds in Culpeper, Va who was very nasty and unprofessional. He made me feel like I had no business asking questions. He ended up calling me a man on the phone (I am a woman and told him at the start of the call that my name was Joan so he was aware.) I ended the call. I called another agent in Culpeper and was told in a rude voice, on a recorder to leave a msg. I didn't. I then called customer service in Columbus Ga and a recorded line answered and told me to hold on they would get an agent. No one came on. Just a heads up Aflac management, You company is only as good as the agents you have working for you and from what I saw tonight, that isn't very good.

I am a policyholder with Aflac and have been for some time now. My monthly fee is automatically debated out of my account, so I'm always in compliance. I'm a person who doesn't file after each incident and/or injury. I'll wait and file several claims at once. Nevertheless, just recently I filed a claim but it was a horrible experience to say the least. I still haven't spoken to my agent and was referred to someone else in his office. I just recently on Friday requested another status of my claim and have not spoken to or was contacted yet. I was asked several times to resubmit documentation but only after requesting a status on my overdue claim(s). The lack of customer service is ridiculous and something must be done. I'm at the point of retiring my policyholder status and seeking another Insurance Company.

June 12, 2018
Sent in a claim from dermatologist for skin cancer removal from upper lip, Aflac paid 350$
June 18, 2018
Sent in a claim for plastic surgeon closing me up and doing reconstruction to my upper lip which was done the same day as skin cancer removal, now Aflac says claim denied because they don't pay for cosmetic! Excuse me, but was I suppose to walk around with a hole in my lip?
Regardless, Aflac agents don't mind selling this insurance and making it all sound good but in return this company is just like car insurance they will get away the cheapest way they can all the while you just keep paying your premiums!

Angela Riley
Waynesboro Ms

I broke my ankle on May 12, was in the Hospital for 4 days and My Employer faxed all forms over on May 25 after getting all forms signed, and using a walker to get to Doctor and Employer and having to crawl back up my stairs after. I have been told my claim was to be reviewed on June 12th, 19 days after, then they told me the 13th and they're having system issues converting over to a "new" system ...This doesn't concern me, I've paid my Aflac on each paycheck Twice a month and Need my money! As you had no problem taking my payments. Please look into this matter, it'll be a month next week and I'm still out if work until sometime in July ..
Sincerely, Deborah Snyder
Policy # [protected]

I've been an aflac customer for over a decade. I've referred several dozen new customers locally where I live. I've even been a large proponent of having numerous coworkers enroll as well. Within the last 6 months i've experienced incredibly unprofessional customer service and an even more uneducated staff. I don't know what kind of modeling changes have happened lately with this company, but it's been absolutely egregious in nature. It seems that there must be some massive fiscal shift in their coverage and how their staff is educated. It seems as if their staff is trying to deny claims, in hopes people will get frustrated and give up.

I have an insurance background myself, and have been in the medical field for the past thirteen years. So yes, I understand how "the system" works. Companies such as this, will deny claims to build their coffers, until legal interactions have to take place, then they will settle out claims as quickly as possible, to save legal costs. Then, after you've had to pay for legal representation, you've paid far more money than your claim with aflac was to settle. At work, we are currently in the process of dropping their coverage, due to many of our employees experiencing the same incredibly negative situations. I wouldn't be surprised if a class-action lawsuit arises against this company soon.

Good morning, yes I am a customer that will be submitted a complaint, as you (aflac rep) will be reading this. Do not send a rebuttal rude reply. Because I have read all the complaints in reference to aflac. And yes there customer rep comes back being rude and very condescending. O' but you will put in the comments i'm not being rude while in reality you actually really are. First, I am a healthcare representative and I was also a nurse so insulting my intelligence will not work. As you have stated to your many customers did you read the actual policy.. News flash it's my job to read the fine small print lines. Why because those are the lines that contain the most imporatnt information. To say the least getting the run around on a condition that was not a previous condition is very disheartening. I have had this policy for 2 years I had cancer in april 2017 I had the operation in may of 2017.. A year later may 6th of 2018 I was admitted to the hospital for 2 weeks with a new condition (cellulitis). I filed my claim with aflac has the aflac rep stated I needed to do. However my claim was denied stating this was a previous condition. Well while you are telling our clients they need to read. Your customer service rep may I want to try doing that as well. This is not a previous condition these are two very separate diagnosis. You all stated to have my doctors do a statement when I spoke with you all on monday. On monday afternoon at 1pm I brought the letter up to aflac that my doctor type up with stating if you all had any questions please contact him. That was received know you are saying you may need a rebuttal letter after the fact that you all just received a letter from my doctor. And yes, I sent in all my medical information in case you want to be rude and ask that question. When a customer ask to speak with a supervisor they are given the run around. I was never allowed to speak with a supervisor.

I called my agent through My work and he advised me that if I was in the hospital due to illness anything over 21 hours Aflac would pay well they did not advising that mustang was observation . I work as a biller in the healthcare industry and golden rule this anything over 48 hours is considered an inpatient stay but of course they did not pay. I'm going to all the news media outlets here in my town and see if they'll listen to my story and I'm also going to report them to the Better Business Bureau and I'm gonna hit every social media outlet I can find to advise people not to go with this company

This company refuse to give me the proper information regarding my benefits. They continue to to be dishonest about the entire process of my claim. They told me a check was sent via mail 5-16-2018. Which to date I have still not received. When I call to for the 9th time. They told me a check was not sent out. I called again the next day. A different representative told me. They would cancel the check since I had not received it. Wait are you all going to continue to be untruthful. So I have each representative name I have talked with and also very dishonest. I will stop at nothing. To make people aware of how disloyal this company is. Ms. Tamiko Cheeseboro

I have been an Aflac customer for 6 years. Never have I had a problem with their service until mow.
Last week, I had to have a spot on my hip lanced open because of a spider bite. Ended up being off work for 8 days without pay. I filed my claim with Aflac hoping to get some insurance benefits that I pay out of pocket for each week. Didn't happen . I was told I have a 8 day Grace period that you don't get paid the first 8 days . Might have been 7 but you understand . So why do I even pay for this policy if they wont let me use it? It's my money right. I started AFLAC in 2012 so I have 6 years of earrings built up that I didn't get to use. Not happy with this one at all.

I tore my Achilles on 4/1/2018 . Went to E.R to get it checked on and their first initial diagnosis was a sprained ankle and I needed to follow up with a specialist . Well I followed up with the specialist on 4/3/2018 and he said it was a torn Achilles and I need surgery on 4/6/2018. He took me out of work from 4/3/2018 to 5/15/18. Well Aflac only paid me from 4/1/2018 to 4/6/2018 . I sent in paperwork from both doctors only to be told I can only be paid under one doctors care . Huh? It doesn't matter . I'm still out of work from those dates. I submitted paperwork from both doctors. I spoke to an Aflac rep and they told me I needed to get a contiuating disability form for paperwork I already submitted . So I finally got the doctor to fax it over on 4/23/2018 and the rep said they received it but it won't be reviewed until 5/4/2018 . What! A whole week in a half . Why? I also sent over accident forms on 4/23/2018 and haven't got a response yet . I am really dissatisfied with the service I have recieved from this company. I have been with them for years. Never used them until now when I really needed them . And I get treated this way. Real dissapointed

My and husband and I have been calling Aflac for about 3 weeks to obtain information on taken out a loan against our life insurance. First we told that an application will be mailed to us and we should received it in 7 to 10 business days. We have received absolutely nothing. Then called and they said they would email it to us still nothing. When called again now they are stating 12 to 15 days . This is such poor customer service from customer who have been with our company since 2011.
Policy number is PZ743542.

For the past three years my husband has been battling cancer. He has not been paid properly by AFLAC since the beginning. They are liars and we are on the edge of getting a lawyer . We need to hear from DAN AMOS ASAP!... Instead of focusing on happy memories while he can, instead he has had to do the job of the AFLAC. AGENTS.. repeatedly. From what I have read and researched we are not alone in receiving bad service from this company. I would not be surprised if a class action law suit erupts from these very underserved customers

My hospital indemnity policy was terminated by Aflac for lapse of payment dispite my attempts to pay online before the lapse. I am unable to reinstate it despite having another active policy and paying into both since 2010. I called customer service and was spoken to by someone who needs training in customer service. I was told there's nothing that can be done to reinstate my policy. Aflac doesn't care about their customers. If someone has been a customer and has an active policy, they should not have to fight to reinstate another policy. NOT GOOD BUSINESS. Why am I fighting to give Aflac my money?

Been paying on my own for AFLAC coverage since being laid off. I submitted a claim in Dec of 2017 for temporary disability. (This claim originally started in Oct. but AFLAC kept requiring employer information on a policy that was individual). Finally got through to a supervisor who told me "oh, you're in CA". They paid the 1st month and kept the payment for the 2nd month. Then canceled the policy for nonpayment. In looking at my policy they were not supposed to do this. They refuse to answer calls. As I write this, I have been on hold for almost an hour on a callback call from AFLAC.

Told my agent that came to my company I was having surgery. She said i'm okay, now i'm denied because of pre-existing condition that was looked at but never any procedures done. Fast forward two years, finally pull the trigger to get the ankle fixed and submitted my claim. To no avail it was declined. All I had was it looked at by another doctor then repaired some time later. No problem deducting my money, but now I ask for your service I paid for and a big no with children and a mortgage. I would have waited to fix my ankle if my agent would have done her due diligence instead of waste my time and money she said"your okay" it's covered. This is not right, ethically correct and it feels like theft. I'm going to definitely getting my lawyer involved and we shall see where it goes from here.

I work for Michigan Extruded Aluminum, and through them I have Aflac. I was recently approached from human resources, that Aflac has been taking double of what I owe them out of my check each week. I have the accident policy and the cancer/specified disease policy. And that they are just going to credit my account for 7 months! No I would like a refund of what they took from me. I believe if I stole money from you, you would also want it back. The number for Michigan Extruded Aluminum is [protected] ext 211 Lana Roark, for Human Resources. The Aflac representative is Joanne Sheehan her number is [protected]. The ultimate resolution is I would like a full refund of the extra they took from me, and to resume my weekly payments as normal. Or also possible termination.

1/15/2018

To Whom It May Concern:

I have been a customer of AFLAC since around 2000. I have submitted claims the same way every year since I have had AFLAC. I have NEVER experienced such horrible service EVER like this from AFLAC. Please read all the notes from my claims because I have been calling, contacting and trying to get this handled since at least 10/16/2017. I have always been told by my local AFLAC representative that there is no time limit on submitting a claim. They have told me many times I could go back like at least 5 years and submit a claim. I am completely appalled how I have been given the run around and how nobody can explain to me what has happened and why all of a sudden you need all this addition paperwork. I was never told the process had changed. I was never told I needed to submit them differently. I know now! I have no issues and no problems providing you with the exact documentation that you NOW require from this point forward, But for you to deny or not pay claims because you can't get forms that I have no access to and that I cannot get for you is completely wrong. My health care provider has threatened to start charging me for copies and documentation that you are requesting of them from past old claims. My health care provider has told them many times to call if they need anything more from you and no one has called her. I have been told multiple times that AFLAC would be having an Auditor call the health care provider. From my understanding it is extremely difficult for them to get the forms CMS1500 or HCFA1500 after a period of time or after the claim has been paid. I fully do not understand the process of those forms.
I will be filing a claim with the Better Business Bureau and the Office of the Insurance Commissioner of Washington State if I do not hear from someone immediately and try to get this taken care of. I feel 90+ days is plenty of time for AFLAC to get the information you need to take care of the claims. I have not been told what other forms that I could provide since my healthcare provider was not able to provide them. Can I provide EOB's or something from my insurance company? Please help me, tell me what I can provide to get this completed now.
I have asked multiple times to speak with a Supervisor or Manager and no one will transfer me to them. I have also sent many emails to my AFLAC representative concerning the same issues.
Emails to Teresa Lewis my AFLAC representative concerning claims asking for assistance:
September 22, 2017
December 13, 2017
December 27th, 2017

Called AFLAC Headquarters and spoke with a Representative:
11/3/2017 Spoke with Levae
11/27/2017 They are having Auditor Contact Me (I have yet to speak with Auditor)
12/27/2017 Spoke with Tiera she is having Auditor contact health care provider.

Spoke with Tracy 1/5/2018 at health care provider office she has never received a call or spoken to an Auditor from AFLAC ever about my claims.

UNPAID CLAIMS
Claim#[protected] - Treatment date 1-4-2017 Filed/sent/faxed 9/25/2017 Quick Claim Process - Never paid - 1 initial visit 1 follow up visit
Claim# [protected] - Treatment date 3-8-2017 Filed/sent/faxed 9/25/2017 Quick Claim Process - Original Claim paid - 2 follow up visits not paid. Refaxed 10/16/2017 because I was asked to refax it.
Claim#[protected] - Treatment date 3-27-17 Filed/sent/faxed 9/25/2017 Quick Claim Process - Never paid - 1 initial visit 1 follow up visit
Claim#[protected] - Treatment date 4-11-17 Filed/sent/faxed 9/25/2017 Quick Claim Process - Never paid - 1 initial visit 4 follow up visits
Claim#[protected] - Treatment date 6-9-2017 Filed/sent/faxed 9/25/2017 Quick Claim Process - Never paid - 1 initial visit 1 follow up visit
Claim#[protected] - Treatment date 8-9-2017 Filed/sent/faxed 11/2/2017 Quick Claim Process - Never paid - 1 initial visit no follow ups
Claim#[protected] - Treatment date [protected] Filed/sent/faxed 11/2/2017 Quick Claim Process - Never paid - 1 initial visit 4 follow up visits

Please contact me ASAP.

Kendra Roberts
[protected]
Policy #A6926971

I have been trying to get my claim paid by AFLAC for months now. It is unbelievable the run around I have gotten since September. I have given them all the records available and they still say its not enough. I will never ever utilize this company again. I used to love AFLAC and recommended it to anyone but not anymore. I am on the verge on filling a complaint with the insurance commission at this point because I still keep getting the run around and I'm fed up with this company.