Complaints

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

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• 

  American Fidelity Assurance Company

  9000 Cameron Pkwy Oklahoma City, OK 73114-3701

  
• 

  American Fidelity Assurance Company

  500 Pleasant Valley Dr STE B Little Rock, AR 72227-2137

• 

  American Fidelity Assurance Company

  1500 Urban Center Dr Ste 440 Birmingham, AL 35242

• 

  American Fidelity Assurance

  3649 W Beechwood Ave Ste 103 Fresno, CA 93711-0693

• 

  American Fidelity Assurance Company

  1 Sw 11th St # 195 Lawton, OK 73501

  

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:01/28/2025

  Type:Order 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 enrolled in American Fidelity in May 1 2024 payment began being deducted out of my check. I had no idea that i would have to have surgery in the long run. I have been off work since November 15, 2024. I had to have surgery on my right **********************. My surgery was on November 20, 2024. I file for disability starting on November 15, 2024 to February 17, 2025 stated Doctor. I received a letter from American Fidelity on January 8, 2025 saying that my claim was denied loss claim. Now I have no money depending on my disability from American Fidelity my bills are all behind and all I can get is so sorry. I am in NEED for HELP BAD PLEASE HELP.

  

  Business Response

  Date: 02/03/2025

  Based on the information available to us, our insured submitted a claim for disability benefits. Due to our insureds recent effective date of coverage, it was necessary to conduct a Pre-Existing Condition review as her policy includes a Pre-Existing Condition Limitation for the first 24-months of coverage. After receipt of our insureds claim, we requested her medical records. Her medical records indicate that she received treatment within the 12-month period before her effective date of coverage for the same disabling condition. Therefore, her claim was accurately denied due to the Pre-Existing Condition Limitation. If our insured would like to further discuss this situation, we invite our insured to contact us. 

• Initial Complaint

  Date:01/23/2025

  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.

  On 1/15/25 I received a call from ** investigation department. As soon as I answered the phone call the guy started accusing me of fraud in a very aggressive tone. First of all- I was shocked not only by the phone call but by the tone of his voice. I tried to explain that I didnt make the claims and that the website had been messed up and I had proof of that. He immediately said he didnt need my proof and that he would investigate his own facts. First of all I have been with this company for well over a decade and have never once made a false claim. I have every policy they offer and have for years. I pay hundreds of dollars to them monthly, so to be accused of this and to be spoken to in an aggressive manner is highly inappropriate. I have encountered MANY RUDE employees from this company. My account is frozen and I have yet to hear back from them regarding this matter or seen proof of this false accusation.

  

  Business Response

  Date: 01/28/2025

  This matter is regarding an ongoing investigation, for which we cannot provide a comment. However, in review of the referenced January 15, 2025 phone conversation, our insured was not accused of fraud and/or making false claims. For a case update, we welcome our insured to contact the Investigator assigned to her case at ************. 

  Customer Answer

  Date: 01/28/2025

   
  ********** ********
  
  I am rejecting this response because:

  ** ******* did accuse me of fraud and lying multiple times in an aggressive manner.   I was completely blindsided by the phone call.  He "did not want to see my documentation about my account being messed up" and wasn't interested in anything I had to say.   My account is frozen and my claims are not processed.   I take false accusations against me and my character personal- especially when it comes to legal matters.   An employee should not speak to customers in the way in which Mr. ******** spoke to me.   I was told this would be handled a week ago- but yet my account is frozen and my claims are not processed and money is still coming out of my paycheck to your company.   If my claims can't be processed then you should not still be taking my money.   

  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 02/03/2025

  Again,as this is regarding an ongoing investigation, we are unable to provide a comment. However, claims unrelated to the investigation have been processed and Policy benefits have been provided. Therefore, our insureds account is not frozen. For a case update, we welcome our insured to contact the Investigator assigned to her case at ************. 

  Customer Answer

  Date: 02/04/2025

  *
  ********** ********
  
  I am rejecting this response because:

  Claims that are not related to this investigation have not been processed.   Cancer policy is the only one in question.   Accident is not.   They have not been processed.   Please process those if that is the case.   Thank you.

  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:01/08/2025

  Type:Order 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 have been paying for life insurance policy for 21 year and 2 months they werent to get the payment due to closing my bank account and I never received a letter from them but I called and they didnt take payment over the phone I send it by mail and they closed my policy

  

  Business Response

  Date: 01/13/2025

  Per our records, we did not receive the premium due September 28, 2024 by the end of the 31-day ***** period as provided in the customers life insurance policy.  A bill for the premium due, and letter regarding her automatic bank draft, were mailed October 4, 2024 for the September 28, 2024 premium. On November 5, 2024, a new automatic bank draft authorization form was emailed to her at her request. On November 27, 2024, the policy terminated for non-payment of premium.  The ultimate dividend payment due to her upon policy termination was paid December 9, 2024 and mailed to her with a letter advising this was final payment.  We received a completed bank draft authorization form on December 16, 2024, after the final ultimate dividend payment was made.The policy illustration provided to her at the time her policy was issued, and again September 26, 2017, states that once the ultimate dividend is paid, the policy may not be reinstated.  On January 6th and 8th,2025, our customer contacted us and we explained the circumstances surrounding the termination of her policy and why reinstatement was not an available option. However, we invite our customer to contact us if she wishes to further discuss this matter.  

• Initial Complaint

  Date:01/02/2025

  Type:Product 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.

  American Fidelity is illegally withholding money from me. My employer sent a deposit to them on 12/20 showing $100 being deposited into my account. It is now 2 weeks later and the deposit has not shown up on their end. I have attempted to call and when I call, I am lied to and put on hold. Specifically, I am referring to the misconduct of their employee who claims his name was "*******" (I say claim because I suspect he was lying to me). When I asked to escalate my case, "Devonte" first claimed that it could not be escalated. Then he kept putting me on hold for 40 minutes and magically, I was connected to his superior, "Valencia P." Again, I suspect that I was being lied to. I am filing this complaint, as it seems to be the only way to get things done with American fidelity.

  

  Business Response

  Date: 01/07/2025

  We have reviewed Mr. ****** account activity regarding the most recent deposit from his employer to his ************** Account (HSA).  It typically takes 7-10 business days from the date of the payroll deduction, for deposits from an employer to be available to the account holder.   Mr. ***** called into customer service 3 times on January 2, ********************************************************* mid-December. At the time, we were waiting on information from Mr. ****** employer to properly allocate  the contributions sent by his employer on December 20, 2024.  As of January 6, 2025, the funds received from Mr. ****** employer on December 20, 2024, became available to him.  Due to the holidays, January 6, 2024 is about 10 business days from the payroll deductions.  

• Initial Complaint

  Date:12/06/2024

  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 filled for my disability on Oct. *******. Trying to make sure everything was okay for my 1st surgery on 11/5/24. Now they are saying it was happen before my coverage date of 6/1/24. I sent in all my records and here it is Dec. 6th. I have so many screenshot of each person I talked to saying something different. So I faxed my pcp records to them on 11/25/24. I then emailed both the other doctors to them on the 2nd. They don't care that it is Christmas time. That i have bills to pay. My hands were not talked about to a doctor until July 14th and I didn't not have a diagnosis until October 2024. I am now on my second surgery with nothing. Each people you talk to say something else. I just need this taken care of like yesterday.

  

  Business Response

  Date: 12/11/2024

  Based on the information available to us, we are awaiting medical records to complete our review of our insureds claim.  We received all three required portions of the claim on October 30, 2024. We talked to our insured on November 13, 2024. In that discussion, our insured was not certain if he had received treatment for the cause of his disability prior to his policy effective date.  Because his policy effective date is less than six months before he became disabled, a pre-existing condition review is necessary to determine if benefits are payable. We have requested medical records from four medical providers and are still waiting on the records from one provider. On December 9, 2024, we sent an additional request for medical records to the provider and will call the provider to see if we can get the information over the phone.  We will reach out to our insured with updates.

• Initial Complaint

  Date:12/05/2024

  Type:Billing 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.

  Payments for my supplemental insurance are automatically deducted from my paycheck. American Fidelity did not apply these payments to my supplemental insurances. Somehow nobody knows where the disconnect happened.

  

  Business Response

  Date: 12/10/2024

  Our records provide our insureds employer terminated services with us effective September 1, 2024.On October 7, 2024, we mailed our insured a letter advising that we had not received premiums on her supplemental policies and that if she would like to maintain coverage to contact us within 60 days of the date letter to arrange payment. Our insured contacted us on December 5, 2024, regarding the missing premiums and it was explained to her that if she wanted to keep her supplemental policies, she would need to pay the premiums directly as payroll deduction is no longer an option with her employer. After receipt of our insureds complaint, we contacted her again to set up direct bill should she choose to maintain her American Fidelity coverages.
  Because American Fidelity is not affiliated with **********, our insured will need to contact Texas Life at ************** regarding any premium shortages on her Texas Life policies. We do not have this information available in our system.

• Initial Complaint

  Date:12/02/2024

  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.

  I have an employer sponsored *** with American Fidelity. On 10/24/24, I initiated a transfer of $995 from my HSA to my personal checking account. I have had the same checking account for decades and have also previously successfully transferred money from my *** into this account. However, the money never showed up. On 11/13/24, I was contacted my AF. The *** stated that the transfer had been unsuccessful and the monies had been returned to **. I had to point out to the *** that the money was not back in my account. He apologized profusely and assured me it would be back in my account within 5 days. On 11/21/24, still no money; I contacted AF again. Same response of apologies and assurances that it had been ticketed and escalated . On 12/2, still no funds returned; contacted AF and was told ticket had been closed but not resolved. Asked to speak to manager/ supervisor who could not explain why ticket had been closed or funds not returned but stated they would research issue and get back with me. I am requesting that the 995 dollars be refunded to my HSA.

  

  Business Response

  Date: 12/16/2024

  This matter is regarding our account holders ************** Account (HSA). 
  A review of our account holders account shows a direct deposit for the $995 she requested into her bank account failed.  On November 13, 2024, a call was made to the account holder regarding a returned direct deposit for $995 due to inaccurate banking information.  On November *******, a ticket was submitted to the team handling this account with a request to have the transaction reversed and refunded to the ***.  On December 2, 2024, a supervisor confirmed with the account holder that the ticket to return the funds was in progress.
  After receipt of the complaint, we reached back out to the account holder to verify the direct deposit information.  The return of $995.00  to the account holders HSA account was completed on December 12, 2024.
  

  Customer Answer

  Date: 12/16/2024

   
  Complaint: 22626176
  
  I am rejecting this response because: I was able to make another smaller transfer flawlessly into my checking account so I dont feel the problem was on my end. American Fidelity was unable to transfer the original 995/dollars to my personal checking account, stating it keeps bouncing back but we dont know why. They were able to restore the 995 dollars to my HSA and told me to try the transfer again . I have initiated the transfer and am waiting to see if funds will be transferred. I dont feel like the problem was solved as they were unable to identify the issue and it required multiple calls on my part to address the issue. 
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 12/20/2024

  According to the information available to us, the $995 refunded to the account holders HSA account was available to her on December 12, 2024.  Our records also show a direct deposit transaction was entered on December 17, 2024.  

  Customer Answer

  Date: 12/20/2024

   
  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.  After almost 2 months and multiple phone calls/ emails, I finally received my funds
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:11/30/2024

  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 have ****************** through American Fidelity. I submitted a claim in November and received a text that my claim would process in 7 business days. I have heard nothing else about my claim. When I use the link in the text I received that takes me to American Fidelitys website and I log in to American Fidelitys website the website shows that I have not submitted any claims. Did an employee there delete my claim in error? Whats going on with my claim?

  

  Business Response

  Date: 12/05/2024

  We reviewed our records and found that we received your accident claim form requesting benefits on November 21, 2024. You contacted us on December 2, 2024 asking for a rush on your claim processing. We processed your claim on December ****** providing applicable policy benefits. Based on our review your claim was processed within our standard 7-10 business day processing window. We believe this matter to be resolved. However, please contact our *************************** should you have any questions. 

• Initial Complaint

  Date:11/13/2024

  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.

  Was sold an insurance plan and lied to at signing about coverage, went to file a claim because of injury and found the plan i was told i was sold was not what i had been sold. this happen to me with the same company in ********* Sales person collections commission on sale ( that is false and they lie to the costumer) Then when we go to use it for what they said we are told that its not covered.

  

  Business Response

  Date: 11/25/2024

  Your disability coverage provides benefits based on Policy provisions when Proof of Loss is submitted for your Disabling condition(s). Our records indicate that you recently submitted a claim requesting Policy benefits to care for a disabled family member. As your missed work was not due to your Disabling conditions, no benefits under the Policy are payable. On your application, you acknowledged receiving materials that explained the policy provisions including coverage and payable benefits. A copy of your Policy was made available to you on or before the effective date and explains all policy provisions. We contacted the account manager with whom you recently worked, and he advised that during enrollments he always explains the Policy provides benefits when the applicant experiences a Disability. Our customer service department recently contacted you to discuss your frustrations and provided a thorough explanation of your Policy provisions. 

• Initial Complaint

  Date:11/09/2024

  Type:Order 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 was scammed by American Fidelity insurance when I became disabled this year. If you pay into American Fidelity for disability insurance, I encourage you to drop them immediately! I want to share my story to make sure this does not happen to others when they, god forbid, become temporarily or permanently disabled . Its the absolute worst time to have to fight for something. These companies are the worst kind of predators, taking advantage of people when they become disabled ?! This is unacceptable, and I want them to be held accountable! As a teacher, I paid into disability insurance with American Fidelity for nearly a decade. They took money out of my paycheck every month. Many districts in ************* promote them and many teachers go through them. Most school districts in the state do not allow teachers to pay into State disability, so we have to pay for private disability insurance. I always thought it was the responsible thing to do to get disability insurance, right? Yet, American Fidelity literally denied me access to my benefits when I became disabled. They swindled me out of the money I paid into for nearly a decade! When I became disabled this year, American Fidelity told me I could no longer have access to my benefits because I changed school districts. However, I had followed all their rules. I notified them within the correct timeline and paid a transfer fee so I wouldnt lose any coverage in the transfer time. Even the manager of the Northern California Branch, ****** ******, said in an e-mail you have obviously done your due diligence on your end and are very patient with us. I literally did everything right to receive my own money back! Yet, four months after I have filed my claim, I have not received any of my benefits. They won't even respond to my e-mails or phone calls about my benefits. This is unacceptable!

  

  Business Response

  Date: 11/14/2024

  Your previous employer offered our group disability coverage as part if its employer benefits plan.  Our records provide that your coverage lapsed effective September 1, 2024 for non-premium payment from your previous employer. Your new employer does not offer our group disability coverage as part of its employee benefits plan, so the coverage could not transfer to your new employer.  Our local account manager has recently been in contact with you regarding this matter. We are diligently working with your new employer to allow continuation of your coverage through the new employer. Our account manager will be in contact with you again soon regarding the outcome.