Complaints

This profile includes complaints for Aflac's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Aflac

  1932 Wynnton Rd Columbus, GA 31999-0001

  
• 

  Aflac

  5005 Meadows Rd Ste 140 Lake Oswego, OR 97035-5294

• 

  Aflac

  4402 Crossgate Dr. Champaign, IL 61822

• 

  Aflac

  1600 Heritage Lndg Ste 115 Saint Charles, MO 63303-8490

• 

  AFLAC

  4021 WE Heck Court Baton Rouge, LA 70816

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/04/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had decided to cancel my policies with Aflac. On ******* *** of 2024, I submitted a signed request to cancel my policies. I listed all of the policies that I had with them on my request. All of the policies except one was canceled. I emailed the representative several times to have the last policy canceled, to no avail. As of yesterday, my pay check is still being deducted for the premium of this last policy. I would like to have the policy canceled, as I requested 2 months ago.

  

  Business Response

  Date: 03/04/2024

  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

  Date: 03/22/2024

  The department handling this concern has completed its
  review on ***** *** 2024, and sent correspondence to the consumer.  Aflac considers this issue resolved. 

• Initial Complaint

  Date:12/19/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been getting robo calls multiple times a day. When I asked to be put on a do not call list they stated I must have signed up for a quote. I did not sign up for a quote. It should not take 30 days to implement a do not call list.

  

  Business Response

  Date: 01/11/2024

  Thank
  you for giving us the opportunity to answer your recent complaint.  We have forwarded this request to our Privacy Office and requested that the consumer be removed from any call lists.

• Initial Complaint

  Date:11/07/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On ******* **, 2023 I filed an accident claim for an accident that occured on *****2023 an a hospital ER visit on *****/23. I called Aflac last week to see what the hold up was and the lady asked a few questions and confirmed some things. I provided that to her. She stated I should be getting paid out my claim soon. I have been with Aflac about 5 years and my claims have NEVER taken this long. I uploaded all appropriate paperwork that is needed. No one reached out to me for anything else my profile has been sitting in review status longer then it should. I call yo speak to someone today the call wait times are horrible. Yall can send me a email about updating my information but cannot send my money owed to me. I pay entirely too much per pay period for my claim not to be paid out. I did my part and you all need to do your part.

  

  Business Response

  Date: 11/07/2023

  We are in receipt
  of this update and have forwarded your concerns to the Claim department for further review. 

  

  Business Response

  Date: 11/17/2023

  The Claims 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 Answer

  Date: 11/20/2023

   
  
  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

  Date:10/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My now deceased father, **** ******, purchased an Aflac ****** policy in 1986 and paid his premiums faithfully. He was diagnosed with ****** 2 years ago and we have been attempting to claim his due payment from Aflac ever since. We have sent every document they have requested, sometimes multiple times. They have admitted they have a policy for him, they owe him $100 per day of care, and they have all the documentation they need including a death certificate and doctors’ documentation clearly noting ******. At this point they just will not pay. We are at a loss about to proceed.

  

  Business Response

  Date: 10/30/2023

  We received your
  complaint from the Better Business Bureau. Due to privacy regulations, we have
  forwarded your concerns to the Claim 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

  Date: 11/10/2023

  The department handling this concern has completed its
  review on ******** *** 2023, and sent correspondence to the consumer.  Aflac considers this issue resolved. 

• Initial Complaint

  Date:09/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company saying that the policy was lapsed then they asked to send in a copy of my paystubs to see was it taking out an it was now they act like they don’t won’t to pay my claim now I been goin though this since ****** * *2023 an still haven’t solve the problem yet being giving me the run around

  

  Business Response

  Date: 10/02/2023

  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 at ****************************.  We apologize for any inconvenience.  Thank you for your continued patience.

  

  Business Response

  Date: 10/20/2023

  The department handling this concern has completed its review on ******2023 and sent correspondence to the consumer.  Aflac considers this issue resolved. 

• Initial Complaint

  Date:09/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:08/22/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:07/31/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:07/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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 circumstances

  

  Business Response

  Date: 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

  Date:07/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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.