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Reviewed July 17, 2023
I am filing my third claim with this company of which has taken a full month with still no resolution, the first two claims were not processed and I was not contacted regarding either, I only learned they were denied due to many phone calls to finally get a resolution. They advise you to provide documentation, and agree to authorization forms which they do not use, and never pay out, then claim your coverage doesn't include the illnesses described, when asking for documentation showing these things they claim its in your certificate of insurance which they do not provide you with. I have asked multiple times for it to be sent to me they do not send it. I have spoken to countless people each ruder than the last, no one wants to help, and they put one another under the bus.
This company is unethical, they do not pay out on time, and they do not provide any actual documentation. Meanwhile I pay a great deal of money for this service and cannot get out of it until open enrollment comes around so you are stuck paying for services that will never pay out. I have been hospitalized twice with no payout, and I have had a terrible accident and that too was not resolved. Very disappointed. It took 3 weeks just for a claims examiner to pull my claim only for them to tell me I need to provide all the documentation that the last representatives I spoke to informed me the examiner gets from the hospital directly. Just a lot of lies and falsehood. Worse company I have dealt with for hospital and critical illness. I have never experienced this from any other company in this line of business.
Reviewed June 30, 2023
I joined our company plan with Aflac, both STD and accident policies 2 years ago. I filed 5 wellness and/or accident claims over that period and haven't been paid for any of them. Their website is impossible to navigate, you will not get any help there. It looks like they last updated it in the 80s. They're not available to answer their number and refer you to the chat, which then refers you back to the number. One check did get sent to an old address I had 20 years ago, so never saw that one. My account online looks like they paid me 3 claims in April, again, I haven't seen a dime. If you get through to someone, they tell you they'll take care of it but you still never get any resolution. I finally said to * with the money and canceled my contract. I will never deal with them again, completely incompetent.
Reviewed June 28, 2023
Pd. Premium's on cancer policy since 1974. Tried numerous times to find out what it covers. No satisfaction. In 2022 I had surgery for cancer, filed a claim and received $100.00. I pay 246.00 premium. Was told, after hours of trying to speak to someone, that they would help me cancel if I wanted. Crooks.
Reviewed May 18, 2023
I have had AFLAC for over 13 years and the underwriting is getting longer wait and the payout is getting worse as well. I submitted a claim in April and it is 5/18/2023 and I am still to wait another 5 days. Also I had to pay for my paperwork from physician office which was 280.00 for a payout of 400.00. Claim I submitted was very easy to review and complete yet the underwriter needs more time? Not sure why I submitted this to another company for approval which usually takes longer and it was completed within 48 hours.
Reviewed May 3, 2023
I signed up for AFLAC short-term disability and hospital- through my employer, when @Michael ** - LICENSE NUMBER: ** came in with one of his agents to explain the different coverages. I told him about my having visited the Dr for arthritis, I asked if I decided to have surgery, and it would be covered. I was told it would be covered, providing I waited until 30 days after my enrollment.
Fast forward 2 yrs later I decided to have surgery. Imagine my surprise when my two claims were not covered due to pre-existing conditions. According to Aflac, I would not be covered because I saw a Dr prior to my enrollment. Not even my short-term disability was covered. I should have read reviews prior to my enrollment, everywhere online it says they take your premiums but do not pay claims. The Fl Insurance Commissioner need to look into this company and their practices of scamming the consumers. @yourflvoice, @myspecialaflacduck, #aflacsucks, @aflac.com, #aflacducklies
Reviewed May 2, 2023
Feb 2023 I experience an off the job injury; however having Aflac I felt secure in receiving short term disability. This insurance is through my employer which I have payroll deductions. I rec'd the first pymt but submitted continued disability forms from Dr, employer and myself. First the representative STATES the date on paper had to be after their monthly close out date. Keep in mind I pay $25 per Dr visit + $25 for Dr office to fill out paper work. It's May 2023. I have not received anything but letters asking for the exact forms I've uploaded on the web app. I've tried contacting my representative (that's a joke).
This company will have you sleeping on the public street for non payments for injuries. I beg you don't waste your money getting Aflac. I have NO income and bills are piling up. I normally check reviews prior to purchase of anything, well it was through my job so I committed. The company in my opinion is not transparent until they're drafting your employee's check. I asked for another copy of my policy book since February.... Haven't received it as of May 2, 2023. DON'T, DON'T, DON'T GET THIS COMPANY INSURANCE.
Reviewed April 19, 2023
I will start telling you I have recorded every conversation. I submitted a claim after 1.5 yrs of paying without any claims. I fell down the mountain hiking and tore my tendon. Due to the area I am in with not many orthopedic surgeons I was forced to wait to see the doctor by a couple of weeks. I submitted the claim and it was denied due to the fact that I did not go to the doctors within 72 hours. Nowhere in my paperwork does it state that I had to see a doctor within 72 hours. I called cancel my Insurance and the woman I spoke to told me that she would cancel my insurance and I would be refunded $482. Several days later she called and said she made a mistake it would be $40.00.
I called back and tried to reach a manager and spoke to a young lady. That said I did I qualify for physical therapy, a boot, if necessary, and follow up with the doctor. I did ask her several times why I would qualify for this after they denied my claim and she assured me that I was entitled to 10 physical therapy sessions, etc.. I then submitted my physical therapy and follow up visit with the doctor and that was also denied. I have tried several times to reach a manager to discuss this and have them review the recorded messages and keep being told that a manager will call me back. As of right now I have not heard a word from anybody. As far as I’m concerned, this company is a total fraud.
Reviewed April 15, 2023
I've paid into Aflac since June 2022. They have been taking it directly from my paycheck... I had back surgery, filed a claim in a week before surgery... They didn't have a policy for me. Said it was a computer glitch. Did some more paperwork to try and get sorted out. Still haven't seen a dime. Now they are saying I owe them money since I was out on disability that is through my employer. They can take my money but won't give me mine. Hmmm not right. This has to be illegal. How do they get away with that??? They a bunch of thieves...
Reviewed March 27, 2023
I have had my Cancer and Short Term Disability Ins Policies with this Company since 1998, it's 2023. That is a very long time. I wanted to do the right thing. However with some kind of issue with their website when I paid my account online 2.26.2023 for the 1st they said they did not get my payment. Then they sent a letter and stated they wanted the payment no longer online - till I had my back issue them a letter stating that I had the funds. Which after this many years is stupid. I have always paid that payment. I canceled the account - what was crazy - I had the account longer than the girl who canceled the policy had been alive. I will use welfare and gov't just like everyone else.
Reviewed March 27, 2023
We only had Aflac for a brief period before my husband was diagnosed with cancer. They paid the claim very quickly. The easy to complete on-line filing for the wellness benefits are paid promptly. We have never had any problems and will continue to use them for as long as we live. It's nice to do business with a company that stands behind their product. Thank you Aflac!
Reviewed March 20, 2023
I was in intensive care in 1996; decided to get an AFLAC intensive care policy in case myself or my husband ended up in intensive care. Day after Christmas (26th) my husband had a heart attack. Spent two days in intensive care. I sent in a claim that was denied as Aflac didn't like the codes on the claim. Went to the hospital and they gave me a new bill with other codes, so I sent in a appeal claim. We got a total of $300, reduced rate because myself as the main person is now 70. This on an $86000 + hospital bill. Statement with check says all claims will be reduced due to my age. My husband who the claim was for is under 70. Don't waste your money, better off putting cost of policy in your savings account as you will get a much better return. If you are over 70 expect any claim to be reduced due to your age. I feel like this is age discrimination!!
Reviewed March 16, 2023
Absolutely horrible. Impossible to get assistance with claims. Have been waiting months and months... Still waiting. Aflac advertises help with money while hospitalized. You will starve to death first! Scam.
Reviewed March 7, 2023
AFLAC is a scam and their web portal seems to be designed so you are unable to contact someone to assist with your claim. It seems to be designed so you give up and say “It’s not worth it”.. Please reach out if you need another witness..
Reviewed March 1, 2023
I've been with Aflac for over a decade. During open enrollment, I elected to discontinue with a rider that was on one of several policies that I have. The rider was to end 12/31/22 however; as of March 7th it's still being deducted from my account. Since January 5, 2023, I've spoken with and emailed several Aflac representative, every two weeks, and they all claim the rider is cancelled but deductions are still coming out of my paycheck.
Reviewed Feb. 17, 2023
I work for a municipal agency aka a city employee in NYS. My job puts my physical health at risk so I made perfect sense to have added insurance. I’ve had bad experiences with these companies but decided to give Aflac a try since my employer actually recommended them. When I spoke with the agent the first thing I mentioned were my past experiences and how they took my money and ran. Well!!!! So did Aflac! I had a brief convo about my needs and chose the coverages I wanted. I gave my employment info and the agent said I would receive all the info and items to sign off on. I never received the email and was concerned I lost out on getting coverage because it’s done at end of the year.
When I got paid they had already started deducting the payments to Aflac even though I never signed off on anything let alone received it. I reached out to the representative and was told that I got the email and had to check my spam folder. I told her that I did and there no correspondence at all. She never responded to my emails after that point. It’s now been a month in a half and I’ve been paying for a policy I didn’t agree to and can get no help at all.
Reviewed Feb. 14, 2023
Aflac group is a supplemental insurance policy you obtain through your employer. They present it as a supplemental income for "Accidents, Hospitalization, and or Critical Care". They also promise to pay you for wellness checks. These promises are short of lies, they don't provide any specifics so when you submit a claim they pick and choose and will often deny your claims. You are unable to reach anyone via phone. To submit a claim, you are required to jump through hoops; which is not an aggravation you need or want while trying to recuperate. They misrepresent the policies. It is not worth the money spent.
Reviewed Jan. 24, 2023
After finding out that Aflac was fraudulently charging me for premiums that we also being charged to other participants for 3 years asked "agent" to produce copies of older invoices and a copy of the original policy. Was given the runaround. Sent unhelpful links and never produced a single document. After expressing much deserved frustration was called hostile and told that he would no longer speak with me. Worst experience of my life.... Someone should retire that duck as this company has no interest in protecting it clients in times of need.
Reviewed Jan. 5, 2023
My husband learned he had blood cancer around April 1st of 2022. As the spouse, filing of claims has landed on my back along with everything else. He hasn’t worked for almost a year and I have been filing claims for nine months. His cancer required a trip out of state for a diagnosis and then a stem cell transplant that required 40 days in the hospital over 100 miles from our home. I’m still waiting for payment for our trip to Minnesota for the diagnosis. We received payment for proof that he has cancer after much back and forth as they were demanding a tumor biopsy – something that doesn’t exist for blood cancer.
Somehow; they managed to pay for the 39 days in the hospital but are denying the stem cell transplant payment; now the latest letter says they are closing the claim because I didn’t provide proof of lodging??? Claims are very hard to track for a cancer claim as you have many claims and they are assigned numbers only; I have a spreadsheet to try and keep track of where they are in the process. Documents are uploaded and they disappear. Status of claims is posted on your portal and then next time you go there they are gone. That makes it hard to dispute something when you don’t have any of the information there. Claims are denied for reasons that are totally unrelated to what I have filed for.
I have to believe that thousands of people are just giving up and leaving money on the table because they can’t make it through the process. Talking to a person is near impossible and disputing a claim means faxing them all your information or sending it via the U. S. mail. I want to know who has a fax machine and a landline anymore – have they heard about email and scanning? The hospital bill alone is over 100 pages – do you think I want to print and mail all that paper just for another denial? I’ve already uploaded it twice and it disappears.
My agent has refiled claims for me and he doesn't get any better service than I have gotten. I have 180 days to dispute a denied claim but I think they just dragging you along until the 180 expires. I have average or above computer skills so my inability to maneuver their system is not because I don't have any computer experience. I've asked that a case worker be assigned to review my claims and they said they don't do that. Each claim is handled separately by the first person available.
Reviewed Dec. 27, 2022
I have been paying on Aflac for over 3 years. I purchased this for peace of mind like they advertise and told me in person. I have accidental and critical illness for me and my family. My wife was recently admitted for Myxedema coma. She was in a coma for 4 days. She was admitted and stayed in the hospital for a week and a half. I contacted Aflac prior to filing a claim and they said it falls under the critical illness as she was in a thyroid coma. I filed once 10/14/22 and was denied. They said I didn't send in the requested material from the hospital stay and that I can send it through text. I did that. No response. I then filed a new claim on 10/26/22 and uploaded the Dr and hospital notes and stay with break down of all the lab tests as requested.
I called a week later. The person answering the phone said the critical illness needs to be an accident..? I told them I was filling under critical illness as Accidental insurance was not what I was filling it under. Needless to say they denied it again. I pay all this money for 3 years and they wiggle themselves out of paying any claim like cheap car insurance. I spoke to my HR benefits dept. My corporation stated they had many complaints and they are cancelling Aflac the first of the year(2023). Even the Dr's in the hospital stated that her stay would fall under critical illness. ***UPDATE*** They responded to my BBB complaint and said she had to be in a coma for over 10 days to file the claim and that it needed to be one of 3 comas they cover... What nonsense. Each time I have contacted Aflac I received a different reason on why they denied me. What about hospital stay? Nope, we didn't get a dime.
Reviewed Dec. 22, 2022
I Ruptured my Achilles. I had outpatient surgery at a hospital. AFLAC only paid $325.00. Outpatient claim was denied, and hospital claim was partially denied because I wasn't in the hospital 24 hours. Accident claim was denied because there was no indication as to how I ruptured my achilles. AFLAC is a joke. $325 for a surgery?? And I am out of work for at least 6 weeks. I am considering cancelling my policy.
Reviewed Dec. 20, 2022
Claim was filed early November. There was a discrepancy with the physician form. I corrected then resubmitted. Two weeks later there was another discrepancy with the corrected form. Why didn’t the claim manager take their time initially when I first submitted the claim to identify all discrepancies. Then submitted corrected forms twice to be denied about 5 weeks after in December but my claim date was in early November.
I think that it is unfair that the claimant can not speak with the claims department or the claim manager directly. If they have someone reach out to us instead of solely relying on their email system, the claims process would be less stressful for the paying policy holders. I don’t always receive an email message from Aflac about my claim. I have to login every other day to check for any updates. I am truly disappointed with my recent experience with Aflac. I am now second guessing if I should continue with my policy. I don’t have the mental strength to go through this back and forth.
Reviewed Dec. 12, 2022
Filed claim a month ago with all inpatient records showing proof. Then they ask for more proof of over 24 hour issues, sent that from 2 doctors 1.5 weeks ago. Still nothing!!!! Fist page of hospital records proved it lasted over 24 hours. Customer service staff has been patient and kind, but Aflac audit must have only one auditor that works one hour a week. I have sent over 50 pages of proof. This also happened when I filed a claim in 2017. Had to get sales rep to get involved back then. Told every time I send more documentation process starts all over. Filed Nov 7 and they show Nov 30. Also told today auditor has not been assigned - over 4 weeks! Do not believe the ads that say 24 hours to a week to get paid. NOT true!
Reviewed Dec. 9, 2022
I had major surgery, after filling out form after form they are trying to short pay me by $ 5,000.00. Ten years paying into this and first claim they are trying to push me around. TERRIBLE customer service by phone and even in the chats.
Reviewed Dec. 3, 2022
My father died August 2022, and I sent in ALL information they’ve asked me for. EVERY time I call for an update on the claim, I’m given a different answer. They’re very unorganized & I want my claim paid ASAP!!!! This is highly unethical and if I don’t receive what’s owed to me soon, I will hire an attorney to assist me with this!!
Reviewed Nov. 29, 2022
I would like to say I'm a customer who doesn't use this benefit often, but it has been great in the past. However, today when I called and spoke with a customer service agent the experience was horrible. Michelle offered no compassion nor information for me. She also went on to say, I don't pay for my coverage, my employer does. Why would she indicate this without knowledge that it's paid through an employer, but the premium is deducted from my check. Horrible experience for a family that recently experienced a recent unplanned emergency that required a surgical procedure. (I called 11/28 around 3pm).
While I understood she had limited information, I at least expected her to guide me in the right direction. I asked specifically about my benefit coverage and she kept referring me to the admitting hospital. When I asked to speak with someone else, she stated that there's no one that could help me... Please review the call for my experience, I pray no one else has this experience. I felt like I was begging her or at her mercy of her willingness to review my benefit coverage and explain the issue.
Reviewed Nov. 19, 2022
TLDR: My company has short-term disability/maternity leave through AFLAC. They opened two policies for me, overpaid me approximately $5,000, and then demanded it back. DO NOT USE. If you have a choice of providers, do not use AFLAC. If your company uses them for short-term disability or maternity leave, make sure you are micro-managing your case because they won't.
A few months before I had my baby, I started calling AFLAC to get information on my maternity leave. I should've known something was wrong when I got different information every time I called. I had my baby, and the checks started to come in. I feel like an idiot now because I should've known it was too much money, but due to my new mommy haze and lack of sleep, I didn't think to question anything: I was just happy to buy diapers and pay medical bills. About a month in, I was suspicious they weren't withholding my federal taxes as requested, so I called and the representative told me that my withholding paperwork was in one file but not another. Did this not send up a red flag with them? Again, in my fog, I didn't think anything of it. Fast-forward a month after my file(s) had closed, and I get an email at 5:30 AM letting me know they overpaid me because they opened two maternity leave files for me and they demanded I pay it back in 10 business days.
Did my case manager not see that I had two open maternity leave files? Who has two simultaneous maternity leave policies at the same time? How did they not notice this seconds after it happened, but rather over a month after the files closed? The overpayment representative had the gaul to tell me the company knew about the overpayment a month earlier, she just "hadn't gotten around" to sending out the overpayment letters. I guess it wasn't a big deal to HER. When I told them it was their fault, all they could say was "sorry." As a huge corporation, I know the money means nothing to them, but so much to me. Didn't even offer a payment plan. I wanted to pay online since I wanted the whole thing to be over, but no: you have to pay via check via mail. I can honestly say they made NOTHING about a HORRIBLE situation easy. DO NOT USE IF YOU CAN HELP IT. You're just paying them to mismanage your case.
Reviewed Nov. 17, 2022
I have had 4 policies with Aflac for 20+ years. This year I was hospitalized three times, had two surgeries, 2 ct scans, 2 ultrasounds, multiple xrays, labs and meds given. I sent in the claim, waited 3 weeks to call to check the status of the claim I was told they needed a UB04 form, I submitted that, took them another 3 weeks to even look at my claim. When I called to check the status they tell me I was only being issued a $200 check. They claim my hospital stays were "obervation" when I was hospitalized for 3 days the first time and 5 days the second time. Clearly not observation. They did not pay for any of my surgeries or any of the diagnostic testing I had done. Total piece of garbage now!! They just take your money and do not care about anything else! Was out of work for 2 weeks and thought this would help, NOT! I WILL BE CANCELING ALL OF MY POLICIES WITH THEM. TOTAL PIECE OF GARBAGE THEY ARE NOW!!!
Reviewed Oct. 28, 2022
I was stuck by a rose thorn while weeding in March, 2022. My hand became very swollen and painful, went to Urgent Care and it was diagnosed as cellulitis. Was placed on ** for 7 days and it was better. As soon as the antibiotics ended, my hand got worse than the initial presentation. Was seen by a hand surgeon who put me on anti-fungals and sent me to Infectious Disease doctor. This doctor didn't think it was fungal and placed back on **.
In the meantime, I had an X-Ray and MRI. I ended up being on antibiotics for 6 months due to this accidental injury and Aflac has declined to pay anything for it. I have called and spoke with numerous people asking what documentation was needed, and have sent those documents, including office notes, EOB, and a letter written by Infectious Disease doctor. What really makes me mad is that they were e-mailed twice, faxed, and sent by USPS and Aflac denies they received them. The people on the phone are rude and do not care about the patients. If I could give them zero stars I would.
Reviewed Oct. 14, 2022
I have an accident policy for almost 10yrs. I had an accident and lost fingers. Clearly I had 2 surgeries and still lots of therapy. I had 2 claims in 2 months denied. 1 because of authentication form. (Think someone would call) NOPE. 2nd try they don't have dr.s info after another month. Idk how they get away with not informing customers how and what they need the 1st time. I also spent many times on phone with them. They just keep kicking the can down the road NOT TO PAY. They should be fined and or shut down. During a hard time struggling with my new disability the bills are piling up. It should be a lot easier and stress free than this. I almost forgot. I had to file another claim (start over) after it's denied. Going in circles. I gave it another shot. Hopefully 3rd time's a charm
Reviewed Oct. 6, 2022
Aflac is the carrier for the new state of CT FMLA services. I created a claim for an upcoming major surgery (9/14/22) on 8/9/22. I initially received what I thought was all of the necessary paperwork from Aflac, had it filled out and returned via the portal. On 8/19 I was denied, and a message was left by the case manager assigned to me, Kimberly A. On 8/22/22 I called the customer service number provided for Aflac on behalf of CT state FMLA to question why I was denied. I was told at that time that I had to contact the CT DOL because the system was showing that I did not have any earnings for the past four quarters. Well, the DOL was backed up and not returning phone calls for close to a week. I finally sought assistance from the HR department at my job who informed me that Aflac was responsible for sending me a document named Employer Verification form, which they failed to do.
8/26/22, the same day I was told about the form. I reached out to Aflac customer service, and they sent the form via email and informed me that on the back of my denial letter, there was an opportunity to appeal the initial decision. By 8/29/22 my employer had filled out the necessary form and sent it to Aflac and I sent my appeal in on 8/26, which means they now had all of the paperwork they needed.
There is a message on the portal that states a decision will be made within 10-15 days, and that when you call them, a case manager will return your call within 5 days. Well, it is now October 6, 2022, and I have had the major surgery with a recovery time of 6weeks, However, Aflac has yet to review my case, nor pay me for my short-term disability. I have contacted them 6-8 times since my surgery only to be told that no one has yet reviewed my case. I have also been told on numerous occasions that an email was sent to Kimberly A. the case manager, and still she has not contacted me.
Most recently, on 10/3/22 I was told I was being transferred to a lead worker whose name was Chris. Chris told me he was going to expedite the claim and that he promised he would follow up with a phone call on Weds. 10/5/22 and of course he did not. I had to ask my physician to let me return to work two weeks earlier than recommended because I do not have any personal income at this point, and I cannot afford to live. I am not the only one who is having this issue and every last Aflac representative I have spoken to gives me the runaround and no one is helping me. Additionally, because of the runaround and being told to wait for my case manager to review my case, I have exhausted the 30-day time frame I had to appeal a denial with the DOL because I was in limbo because I did not know if I still should have continued to be denied now that they had all of the necessary paperwork, by their own admission.
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