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Complaint Details
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Initial Complaint
09/13/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I saw my dentist on *****/23. I had a ******* **************** and ******. My dentist filed the claim, and the receptionist told me today that none of the claims had been processed. As of today, *****-23, *** ******* ******'s dentist office hasn't been paid. They are awaiting their check, and I had to tell them that because Aflac hasn't communicated with the office. I held for nearly three hours to attempt to speak to a claims representative at Aflac. When I finally got through, I was told that they were issuing a check for $177 and that I would be responsible for the remaining $138 for ******. I argued that this was strictly preventive care and that ****** would not be processed under basic care, which has a waiting period. Basic care includes fillings, extractions, etc., NOT routine ****** that accompany a wellness/preventive exam. I am simply asking that my preventive ****** be covered since my policy allows for ****** without a waiting period as long as those ****** are included in preventive care and do not exceed the yearly requirements. Thank you very much for your time and consideration.
Business response
09/28/2023
Thank you for giving us the opportunity to answer your recent complaint. Unfortunately, we require additional time to resolve the issue(s). If you have any questions, please do not hesitate to reach out to us a *****************************. We apologize for any inconvenience. Thank you for your continued patience.Business response
09/29/2023
The department handling this concern has completed its review on *****/2023 and sent correspondence to the consumer. Aflac considers this issue resolved.Customer response
10/03/2023
Complaint: ********
I am rejecting this response because:I haven't received any response from the business to my email or home address. I don't know what the company decided.
Sincerely,
******* ****Business response
10/06/2023
Aflac has thoroughly reviewed the consumer’s concerns and stands by the decision reached during the resolution of the concern. Correspondence was mailed *****2023 to the same address listed on the complaint so the consumer should be receiving it soon.Initial Complaint
08/22/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
We have been having with Aflac 49 years. We field our claim out of the office in ************ ** ** ******** ** *****23 we went back in and they needed a ********* report. On ****/23 they still hadn't received it so we went in person and picked up the report and took it to the office in *********** on ****/23. We received a confirmation they had got the application for the claim. On ****/23 we called and they told us our check would be here in a week. We didn't receive the check so we called again. They said the check had been sent to a previous address. I'm unsure why they would send it to a previous when all mail from Aflac has been coming to our current address for the past 7 years. I contacted the lady who lives at our previous address and she said nothing from Aflac had come there.Business response
09/13/2023
The Claim department completed its review of your file on ******23 and mailed correspondence explaining its decision to the address on file. Aflac considers this issue resolved.Initial Complaint
07/31/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have had a Hospital Indemnity Plan with Aflac for about a year now - in April * **** ***** ** ** ****** * **** ** * **** ** ***** ** **** ** *** **** ********* ***** ** *** ******** ***** *** ***** ** *** ******** ***** **** ***). Aflac has approved and paid out the standard hospital admission rate for my child however they keep rejecting a claim for the ********* **** ******** *** *** ****** ***********). They claim the paperwork does not show ** *** ** ********* **** as the itemized hospital bill shows *** *** ***** **** A quick ****** search indicates a Level * ******* ** ****** *** Intensive care for sick and ********* ********" In addition to the ******* line item, the files submitted show his admission for all 10 days, as well as numerous tests and other charges specific to the ****. I have resubmitted this twice and it has been rejected simply because of the language on the bill. The reviewers clearly have not looked at any of the other supporting documentation.Business response
08/22/2023
The Claim department completed its review of your file on *****/23 and mailed correspondence explaining its decision to the address on file. Aflac considers this issue resolved.Customer response
08/23/2023
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.
Sincerely,
****** ******Initial Complaint
07/21/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I filed for ***** **** ********** in ****. My physician completed paperwork and so did my employer I have been given the run around daily regarding my claim being processed. I have spoke to multiple supervisors and multiple escalations have been sent supposedly to have my claim processed but still nothing. In the meantime I have no income already out for ****************** about to be evicted and my lights, water and electric is about to be cut because I have no funds Ro pay anything. I have a small child and have explained this along with calling every single day crying about my claim and asking for it be processed due of the circumstancesBusiness response
08/01/2023
The Claim department completed its review of your file on ********** and mailed correspondence explaining its decision to the address on file. Aflac considers this issue resolved.Initial Complaint
07/03/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am extremely dissatisfied with the service Aflac has provided. I have been paying on a policy for years now with no claims. I ***** ** ***** ** **** ***** I saw the dr. The **** to confirm, which they did. I filed my first Aflac claim on the ever in **** ****. I also contacted my Aflac agent ken s**** to let him know I had filed a claim. I also wanted to verify that I had upload all of the correct documentation. He informed me I needed to send my live well chart which I did immediately. A week goes by and my claim is still in review and I have heard nothing else from them. I start trying to contact them via the online chat and phone calls. At no point was I able to speak to a live person always a recording and promt, even the online chat! So now it’s week two and I have still not been able to get in touch with anybody. So I sent ken s**** a very unhappy email about the service I was receiving. He returned that email with a phone call within minutes. He assured me I had done everything correctly and sent all needed info in and that he called and the claim was supposed to be processed on **** **** ** ****. Well the claim is still in review, the same since day one, and I have not gotten any phone calls emails voice mails or any contact from anybody! Again typical Insurance company that wants to take your money and not pay your claims when it’s needed. And dang sure not when you need it, if they get around to it it will be on their time! And I bet this won’t be read and nothing will be done about this complaint. This is the world we live in!Business response
07/25/2023
The Claim department completed its review of your file on ********** and mailed correspondence explaining its decision to the address on file. Aflac considers this issue resolved.Initial Complaint
05/30/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
In ******** ** 2022 I called Aflac to cancel my coverage with them. The entire year my name and date of birth were wrong. Took many phone calls to get a hold of them, finally reached them around ******** 22nd. And told them I wanted to cancel my account. The information was taken and confirmed via the phone call my policy would be cancelled, In early March I noticed that money was still being taken out of my check for premium. I have tried several times again to contact them and finally reached someone on *** ** who said she understood and would back date the cancellation to the original cancellation date and I would hear from Aflac. I just received cancellation as of *** ****, not ******** ****. They had my name and DOB wrong all year and it was such a challenge to communicate with them. Which is why it took me 3 weeks in ******** to just talk to someone. I expect them to give me a refund for all premiums paid in 2023.Business response
06/22/2023
The department working on your concern advised that their review was completed on **** *** 2023, with an update provided directly to the insured.Customer response
06/22/2023
Complaint: ********
I am rejecting this response because: They are lying. They had a phone call in ******** to cancel. They deny that call. The representative told me I did not need to do anything else. They also say they cancelled in May after my call, but my employee also notified them earlier for me to cancel. In addition she said I signed with the wrong spelling of my name, that is not true. I did this over the phone I did not physically sign the wrong contract. soon as it came in the mail I called the representative and he did not reply. The representative has not responded to me since he first signed me up. Many issues from them and they need to e reported to board of insurance, which I will be doing if I do not get a refund for the 3 months they took after I cancelled. They are blatently lying about what happened.I will find their phone number and go to my cell phone providor and get record of all my attempted calls with them and the longer call in ******** where I cancelled my policy.
Sincerely,
******** *****Business response
07/19/2023
The department working on your concern advised that their review was completed on *****2023, with an update being mailed directly to the insured. The resolution letter will be mailed tomorrow.Customer response
07/19/2023
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.They have assured me I will receive my refund, I have not received it yet, but i did get email copy of apology letter and confirmation email that they are sending a refund, so I will need to trust that i will get the refund. If not i will come back again.
Sincerely,
******** *****Initial Complaint
05/09/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I cancelled my policy with Aflac in February 2023 and have continued to be charged monthly despite calling to cancel every month since my initial cancellation. Each employee I speak with assures me that it has been cancelled, when it has not been and I continue to be charged.Business response
05/31/2023
The Policy Service department completed its review of your file on ******2023 and mailed correspondence explaining its decision to the address on file. Aflac considers this issue resolved.Initial Complaint
03/15/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
*****/2023 $250.00 When I filed my wellness claim I choose direct deposit and added the bank account for **** ******* Credit Union but whomever processed the claim they sent it to the ***** *** **** my previous claim went in 2022. Now I am getting the running around on receiving the monies for the process claim which was not to a fault of mine. Now I have filed a complaint with your company twice not to receive an answer and your customer representative tell me a different story each time I call. The last time I called I spoke with a supervisor and I was told that I had to wait until *****/2023 to find out the results because the company is trying to recover the monies first before issuing the monies. Again this is not my fault and on your website there was no way to remove the previous account number because all it state is how you want to receive the claim after processing so I put my **** ******* Credit Union account. It's already hard to get through to anyone in group policy when a person call the wait time is over an hour or if selected to be call back its 2-3 days later. I tried the website Chat agent only to be told to use the group chat and when I did that I was told that all customer service agents are busy try again later. Again I filed a complaint with the company on twice but has not received any answer.Business response
05/30/2023
The department working on your concern advised that their review was completed on ****.2023, with an update provided directly to the insured.Initial Complaint
02/17/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Shana w***, came to my work I signed up in ******** a week later I called her and told her to cancel it I had other stuff going on she told me she would cancel it well as of today ******** **** **** she still hasn't canceled my account! They have taken money out of my account for the past 3 weeks they owed me $233.28 and she keeps telling me she's going to cancel it and she doesn't I talked to her today she told me oh I'll call and cancel it well I can't believe that so I want my money back her phone number is ###-###-#### I'm sending you the text that she sent me last weekBusiness response
02/22/2023
We received your complaint from the Better Business Bureau. Due to privacy regulations, we have forwarded these concerns to the appropriate department to research and correspond directly with you. Thank you for bringing your concerns to our attention, and for your patience while we explore this matter.Business response
03/06/2023
Our records indicate that our Policy Service Department has completed their review. A detailed letter has been mailed. We consider this situation to be resolved.Customer response
03/07/2023
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.
Sincerely,
******* *****Initial Complaint
02/17/2023
- Complaint Type:
- Order Issues
- Status:
- Resolved
I filed a claim for disability, my policy clearly states that I should receive $2400. Due to an error on Aflac's part I received only $326. I reached out several weeks ago and was informed that this would be corrected; I have reached out several times and am simply told that there are no updates. I am under the impression that this issue is simply being ignored in hope that I will forget or give up, this issue needs to be resolved, it has been going on for too long.Business response
02/22/2023
We received your complaint from the Better Business Bureau. Due to privacy regulations, we have forwarded these concerns to the appropriate department to research and correspond directly with you. Thank you for bringing your concerns to our attention, and for your patience while we explore this matter.Business response
03/08/2023
Our records indicate that our Claims Department has completed their review. A detailed letter will be mailed to the address on file. Please allow time for receipt. We apologize for any inconvenience. We consider this issue to be resolved.Customer response
03/09/2023
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.
Sincerely,
********* ******
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Customer Complaints Summary
583 total complaints in the last 3 years.
171 complaints closed in the last 12 months.