Business Profile

Insurance Companies

Aflac

Headquarters

BBB Accredited Business A+Rated by BBB

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Initial Complaint
01/06/2025
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
******** - I have been trying nonstop to get the issue with my automated debits resolved with AFLAC Group Insurance ever since ******** ** ****. It is almost a year later and every time they say the matter is resolved, it is NOT resolved! I have included multiple documents with proof of my never-ending battle with these people. I even tried to get insured through another company and quit AFLAC, but apparently, I have pre-existing conditions that make me uninsurable to all the other insurance agencies. I am absolutely TIRED of trying to resolve this problem with AFLAC directly. I need assistance, please.
Business response
01/06/2025
We received your complaint from the Better Business Bureau. Due to privacy regulations, we have forwarded your concerns to the Policy Service department to research. You will receive a mailed response from us upon completion of our investigation. Thank you for bringing your concerns to our attention and for your patience while we explore this matter.
Business response
01/28/2025
The Policy Service department completed its review of your file on ******* **, **** and mailed correspondence explaining its decision to the address on file. Aflac considers this issue resolved.
Customer response
01/28/2025
I have not heard directly from AFLAC. Please keep trying.
V/r,

****** ******** ****
Business response
01/28/2025
Our records indicate that this situation has been resolved. Correspondence has been mailed on ********.
Customer response
02/03/2025

Complaint: ********

I am rejecting this response because: I just received their mailed letter response dated ******* on ******. I reject their response because they have said the exact same thing in 4 different mailed responses and the "fix" is never resolved. I never get auto-debited like they keep saying will happen. The date for auto-debit comes and goes all 4 times so the problem STILL EXISTS and the auto-debit never occurs as requested. See attached responses, along with 2 "audit letters" dated ********** (last 2 pages of the attachment here.)

Sincerely,

****** ******** ****
Business response
02/05/2025
Our records indicate that this situation has been resolved. We appreciate your patience and apologize for any inconvenience.
Customer response
02/05/2025
********* ****
Good Afternoon,
As proven by how many times AFLAC has stated the issue was resolved in the exact same language used four (4) different times, and yet the problem still exists. I will not trust this issue is resolved until the automated debit actually occurs. See attached copies of all 4 responses from supposedly being "resolved" previously.
V/r,

****** ******** ****
Customer response
02/05/2025

Complaint: ********

I am rejecting this response because: As previously stated, they have said the issue was a resolved 4 other times and yet the problem was NOT resolved any of those 4 times. I will not consider this issue resolved until an automated debit actually occurs once more.
I've been told my account was behind by one month's payment and why it did not debit automatically because I believed the issue was resolved and therefore did not manually submit a payment that following month. I've also been told my account is at zero balance, which is why the auto debit is not occurring, so it's always some excuse why the auto debit does not occur. They have my "corrected bank information" since ******** ****.

Sincerely,

****** ******** ****
Initial Complaint
12/23/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
We are a employer who offered Aflac coverage through our cafeteria plan. Two months before our policy year end our new Aflac Agent ******* ***** contacted me to set up a open enrollment meeting for the renewal year. I advised her that there were no other interested parties and that a meeting was not necessary and she then informed me the *** required this or else we had to switch to our two participants to direct billing. Which I confirmed with other agents that this is not true. She then began the process to switch the participants over during a enrollment year which I didn't realize would have negative tax implications to my Team members since we have a pre tax deductions. I then went through the process of getting the two participants switched back over to going through payroll again. It toke 5 months to get Aflac to switch this back and cancel direct billing for the two participants as well as provide them with a refund. However, recently my one employee learned that Aflac has been deducting for AFLAC Always which they never knew they were enrolled in. They have withdrawn over $700 over the course of 2024 and won't refund it because it is past the grace period. Our organization has filed a complaint with Aflac reference number: ******** and after following up many times they must have resubmitted a new ticket number for this see *****. This complaint was to reference the false statement the agent L****** P**** made regarding the *** requiring enrollment meeting. I received no assurances this won't happen again and I'm very upset with how much work my employees have since had to go through to get this made right now even a year after the cancellation. It is my hope that by documenting this on bbb that it will save other organizations the time and hassel of working with this company. We switched to a different carrier and have had no issues. It is my hope that Aflac will respond on here and refund my employee the money back that shouldn't have been deducted.
Business response
01/13/2025
The department handling this concern has completed its review on ******* ** ****, and sent correspondence to the consumer. Aflac considers this issue resolved.
Business response
01/14/2025
Aflac has thoroughly reviewed the consumer’s concerns and stands by the decision reached during the resolution of the concern.
The department handling this concern has completed its review on ******* ** ****, and sent correspondence to the consumer. Please allow time to receive our mailed correspondence.
Customer response
01/27/2025

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
11/21/2024
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
For the past two years my husband and I have been unsuccessful getting help from customer service on how to submit our claims. My policy is under ***** ********** and they are unable to provide the way to submit the claims. We have literally spent many hours on muliple days over the past two years sitting on hold to then get no ansswer! I need to be able to submit my claims and have those paid from the past two years. What should be an easy process is not with this company.
Business response
11/22/2024
We received your complaint from the Better Business Bureau. Due to privacy regulations, we have forwarded your concerns to the appropriate department to research. You will receive a mailed response from us upon completion of our investigation. Thank you for bringing your concerns to our attention and for your patience while we explore this matter.
Business response
12/09/2024
The department handling this concern has completed its review on December 9, 2024, and sent correspondence to the consumer. Aflac considers this issue resolved.
Customer response
12/11/2024

Complaint: ********

I am rejecting this response because:
1) We can't sign into the Aflac system (our account was under ***** **********) and the system won't let us resolve why we can't logon on our end. It doesn't recognize us and we've done everything we can to sign on, reset, etc.
2) We can't be on hold forever trying to get a customer service rep to answer a call, which is what happens every time we try to call and we've tried multiple times.
3) We have talked to reps that give us the same way to submit claims but we have not been able to for two years.

3) We are owed the last two years of our Wellness Benefit because we couldn't do online submissions.
We need someone there to figure out why we cannot logon, we need to be compensated for the last two years of missed Wellness Benefit. If this doesn't get handled, we need a full refund for all payments made for the last 2 years and we can be done with Aflac.

Sincerely,

***** *********
Business response
12/13/2024
Aflac has thoroughly reviewed the consumer’s concerns and stands by the decision reached during the resolution of the concern.
Initial Complaint
10/18/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I paid my Premuim in May by credit card. This is October. My account is still under review for payment, after I have supplied them copies of statements, and tried to resolve this with at least 10 phone calls. I now need to file claims & they are saying my account is inactive online. When I called they say still under review. They have taken my payment & not showing it. So I cannot get claims processed or a refund for my payment.
Business response
10/18/2024
We received your complaint from the Better Business Bureau. Due to privacy regulations, we have forwarded your concerns to the appropriate department to research. You will receive a mailed response from us upon completion of our investigation. Thank you for bringing your concerns to our attention and for your patience while we explore this matter.
Business response
10/29/2024
The department handling this concern has completed its review on October 29, 2024, and sent correspondence to the consumer. Aflac considers this issue resolved.
Initial Complaint
10/07/2024
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I've been gett*** harass*** and constant calls and texts from new numbers every day this past year claim*** to be sell*** health insurance. Yesterday, I responded to a text from Simon at ###-###-#### by ask*** to speak with their legal team. They refused to provide the information so I called several times, demand*** to speak with their legal team. The solicitor answered and told me to ***** * **** and enjoy the new phone calls. You'll see what I mean in 30 minutes." Since then, my phone has been ringing off the hook from several different numbers - mainly ###-###-#### where the caller ID comes up as Aflac Direct. I answered one this morn*** from ###-###-####. The callers voice sounded very similar to the one I spoke with yesterday. He identified himself as Charles K***, works for Aflac from his home office in Georgia. I have reason to believe that Aflac is pay*** their employees to make continuous harass*** calls from different phone numbers, us*** vulgar language (i.e. ***** * ****") to potential customers and I would like for them to stop this ridiculous business practice immediately, hold their employees and themselves accountable, and do everyth*** in their power to get my phone number off of their call list.
Business response
10/29/2024
We received your complaint from the Better Business Bureau. Due to privacy regulations, we have forwarded your concerns to the appropriate department to research. You will receive a mailed response from us upon completion of our investigation. Thank you for bringing your concerns to our attention and for your patience while we explore this matter.
Initial Complaint
09/16/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I am a policy holder, being denied claim benefits after being lied to that I had no policy... for 2 months. Aflac is refusing to tender compensation explicitly outlined in the contract and purpose of its coverage.
Business response
09/16/2024
We received your complaint from the Better Business Bureau. Due to privacy regulations, we have forwarded your concerns to the appropriate department to research. You will receive a mailed response from us upon completion of our investigation. Thank you for bringing your concerns to our attention and for your patience while we explore this matter.
Business response
10/07/2024
The department handling this concern has completed its review on October 4, 2024, and sent correspondence to the consumer. Aflac considers this issue resolved.
Initial Complaint
09/03/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I been with Aflac for over a year with my job my job was having financial issues so I called Aflac they told me I can sign up and take over the payments if I signed up with Aflac always I was making payments on time they totally ripped me of saying my policy doesn’t cover what I’m paying for I been completely lied to and stolen from
Business response
09/03/2024
We received your complaint from the Better Business Bureau. Due to privacy regulations, we have forwarded your concerns to the appropriate department to research. You will receive a mailed response from us upon completion of our investigation. Thank you for bringing your concerns to our attention and for your patience while we explore this matter.
Business response
09/24/2024
The department handling this concern has completed its review on ********* **, 2024, and sent correspondence to the consumer. Aflac considers this issue resolved.
Initial Complaint
08/14/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have had a ******** ******* ****** with Aflac for several years and twice in the last 4 I have filed claims that they have paid amounting to $40,00.00 They have more than once not auto drafted the monthly premiums from my account in an attempt to cancel my account due to non payments to avoid having to pay any future claims. This is an attempt to defraud me.
Business response
08/14/2024
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 the insured. Thank you for bringing your concerns to our attention, and for your patience while we explore this matter.
Business response
09/11/2024
The Policy Services department completed its review of your file on ********* *, 2024, and mailed correspondence explaining its decision to the address on file. Please allow up to 10 days to receive our mailed correspondence. Aflac considers this issue resolved.
Initial Complaint
04/29/2024
Complaint Type:
Order Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I called **** ***** of Alfac to cancel two insurance policies as I did not have the money to pay for such policies. **** told me all I would need to do is send him an email with my signature and the policy numbers in a letter stating I wished to cancel. I sent the cancelation in advance of the effective date of the policy. The policies were not cancelled with no further communication. I then received notice from my employer that I needed to fill out an official cancelation form, and write a letter, to which I did. I received a letter today that the policies will not be cancelled as they were in place when the cancelation notice was received. My employer has given authorization for the policies to be cancelled and Aflac still did not cancel the policy. **** is being terminated as our companies rep as he is irresponsive and irresponsible.
Business response
04/29/2024
We received your complaint from the Better Business Bureau. Due to privacy regulations, we have forwarded your concerns to the appropriate department to research. You will receive a mailed response from us upon completion of our investigation. Thank you for bringing your concerns to our attention and for your patience while we explore this matter.
Business response
05/16/2024
The department handling this concern has completed its review on *** **, 2024, and sent correspondence to the consumer. Aflac considers this issue resolved.
Initial Complaint
04/24/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Bad business practices and attempt scam
Business response
04/24/2024
We received your complaint from the Better Business Bureau. Due to privacy regulations, we have forwarded your concerns to the appropriate department to research. You will receive a mailed response from us upon completion of our investigation. Thank you for bringing your concerns to our attention and for your patience while we explore this matter.
Business response
06/12/2024
The department handling this concern has completed its review on **** *** ****, and sent correspondence to the consumer. Aflac considers this issue resolved.
Customer response
06/13/2024

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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