Complaints
This profile includes complaints for Aflac's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 516 total complaints in the last 3 years.
- 120 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:08/16/2022
Type: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 have had Aflac for 2 years and I did not know how it worked to file for a benefit claim. I found that I was supposed to file claims for my Dr. visits and be paid a wellness benefit, so on June *** 2022 I filed 13 claims going back for the 2 years I had Aflac. I had called them and was told I could do this. I downloaded the App and filed 13 claims. Within 2 days I was paid $320.00 for 4 claims filed. I could see on the app that it said I was to be paid $590.00, so I waited. On July ** 2022 I called Aflac to inquire about the remaining $270.00 the app said had been paid to me. I was told the checks had been sent out on June 12, 2022, but I never received them. I was told the checks would be reissued to me and to wait 10 business days to get them. I called back on July *** 2022 to let them know I still had not received the checks. Now I found out that Aflac had a wrong address for me in the system. I live in ** where the first check was sent and they had my address as *** The address was corrected and again I was told to wait 10 business days to receive the checks. I called back on August ** 2022 and talked to an associate and I asked to talk to a supervisor. No supervisor was able to talk to me but I was told I would get a call back that same day by a supervisor and I did not. I called back on August ** 2022 ans again requested a supervisor to talk to. After an hour on the line, I was given a supervisor to speak to. She gave me her personal extension to call and asked me to call back in 48 hours so she could let me know what was going on. I waited the 48 hours and called her back on August ** August *** August ** and today, August ** and left my name and phone number asking her to call me back each day. I received no calls back. Today, August *** 2022 I again called Aflac and explained it all to an associate again. I was told a supervisor will call me back by the end of today. I also filled a grievance with Aflac by email on August ** 2022 and
Business Response
Date: 09/09/2022
Business Response /* (4000, 8, 2022/08/29) */
The department working on your concern advised that their review was completed on August *** 2022, with an update provided directly to the insured.
Consumer Response /* (3000, 10, 2022/08/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did get paid from Aflac but no apology and was told the reason I did not receive the checks owed to was was because I provided the wrong address multiple times. I was shown no proof of this and find it hard to believe that I put in a wrong address for myself multiple times.Initial Complaint
Date:08/15/2022
Type: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 have carried life insurance with Aflac for the last 15 yrs. I recently changed jobs and decided to keep my policy. I was told by aflac that my policy had not been paid since February 2022 even though the premium was taken directly out of my check. I caught the payments up asap because of fear of losing mi policy only to find out that Aflac was paid twice for those months My employer has provided documentation to TAMI ****** the company's rep who has failed to correct the issue I have received very little to no communication in reference to this issues that has bern going thru for the last 5 months. I would like a refund for those months as well as contact by upper management with a explanation as well as a summary of my policy or verification that I do have a policy. Aflac customer service process is extremely flawed.Business Response
Date: 10/18/2022
Business Response /* (1000, 11, 2022/09/30) */
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.Initial Complaint
Date:07/27/2022
Type: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 had a **** ********** was discharged and shortly after developed *********. Was sent to the hospital and placed in *** and then admitted to a private room. I provided my ****, as I am familiar with the needed documentation. I was advised again it will take 10 days. Of course the 10 days have come and gone. I contacted Aflac chat and was told they need a release of info. Informed rep that my physicians office doesn't release medical info to 3rd parties only employers/ work compensation. Mind you when looking at claim status reason it's referring to a **** form needed not release. Again the communication is inconsistent, and needed information has been provided but for whatever reason they prolong claims when the needed documentation is provided. Extremely stressful.Business Response
Date: 09/02/2022
Business Response /* (1000, 6, 2022/07/27) */
Our records indicate that this situation has been resolved. Correspondence has been mailed. We appreciate your patience and apologize for any inconvenience.
Consumer Response /* (3000, 8, 2022/07/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Correspondence received is asking for authorization for communication. As provider doesn't complete requests from 3rd parties. I uploaded correspondence from provider and a ******** **** form with including provider signature. Correspondence received does resolve complaint.
Business Response /* (4000, 11, 2022/07/29) */
Our Claim Department has thoroughly investigated your concerns and upholds the original decision reached during our review.
Consumer Response /* (3000, 14, 2022/08/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The original response was requesting for me to sign an authorization signature. As I've stated they share zero information with 3rd parties. I've provided a letter stating that along with a ******** **** (aflac) form as well. I submitted a claim prior for a *************** was paid out and I submitted supporting documentation for that. So this claim is involves complications from my **********. What documentation is needed from the provider? please refer to the docs : physician statement, ******** **** form, and a ****
Business Response /* (4000, 20, 2022/08/22) */
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:07/25/2022
Type: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.
Had an operation on my hip in Nov of 2021. My MD faxed forms to Aflac in Dec 2021. My employer sent forms by scanning and sending through Human Resources. The forms have been faxed multiple times. Aflac said they needed my policy number but refused to tell me this number while they were given my name, address, social security number and birth date. Aflac then asked for name and address of my pcp who was not the doctor that operated. I have complied with all requests. Today had to refax the form my ortho surgeon had already faxed to them. I called Aflac and they said they had cancelled my claim, I told them to reopen this claim as they had all the paperwork they required. This whole thing is causing me undue stress.Business Response
Date: 08/23/2022
Business Response /* (1000, 8, 2022/08/03) */
The Claim Department completed its review of your file on 08/03/2022 and mailed correspondence explaining its decision to the address on file. Aflac considers this issue resolved.
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