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 Company

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

• 

  American Fidelity Assurance

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

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:08/28/2023

  Type:Sales and Advertising 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.

  They had my doctors statement then it was suddenly removed. I have screenshots to prove it.

  

  Business Response

  Date: 08/29/2023

  This correspondence is in response to the Better Business Bureau complaint received in
  our office on August 28, 2023, filed by the above referenced complainant.
  The complaint submitted by our insured states that we had her doctor’s statement and
  then we removed it. She argues she has screen shots to prove it.
  We regret our insured’s frustrations as our goal is for customers like our insured to have
  positive experiences when filing a claim. Based on our review, it appears that additional
  information is needed in order to determine applicable benefits under our insured’s disability
  policy. A complete disability claim form is required for claim review and includes three parts:
  Statement of Insured, Attending Physician Statement, and Employer’s Report of Claim.
  On June 16, 2023, we received a Statement of Insured. On June 26, 2023, we mailed the
  insured an Explanation of Benefits advising that we had received the Statement of Insured and
  requesting the Employer’s Report of Claim. In the Explanation of Benefits, we incorrectly stated
  that we had received the Attending Physician Statement. On July 24, 2023, we mailed her an
  Explanation of Benefits advising that we still needed the Employer’s Report of Claim and
  Attending Physician Statement to complete our review. On July 24, 2023, we received the
  Employer’s Report of Claim. On July 26, 2023, we called our insured and informed her that the
  Attending Physician Statement was still needed to complete the review of her claim. Additionally,
  we explained that in the June 26, 2023 Explanation of Benefits we incorrectly stated that we had
  received the Attending Physician Statement. We mailed Explanations of Benefits to our insured
  on July 26, July 31, and August 15, 2023, requesting the Attending Physician Statement and
  providing a copy of the form for her physician to complete. At this time, we have not received
  BBB complaint – BBB ID NO. ********
  Office of Appeals
  P.O. Box 25523 Oklahoma City, OK 73125-0523 • americanfidelity.com
  the Attending Physician Statement. If our insured does have a copy of the Attending Physician’s
  Statement as her complaint seems to indicate, please submit it for review. Upon receipt of the
  requested information, we will complete our review of our insured’s claim for policy benefits.
  Our goal is for our insureds to have positive experiences with American Fidelity and if our
  insured would like to call and discuss their specific situation in more detail, they can contact our
  Customer Service Department at 800-662-1113.
  Sincerely,
  Lorianne *******
  Office of Appeals
  American Fidelity Assurance Company

• Initial Complaint

  Date:06/12/2023

  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.

  
  Complaint: ********
  
  I am rejecting this response because: The merchant was already found to be fraudulent so why did they allow them to charge me knowing that. What has been put in place to prevent it from happening again next month. This is a new card. This is my money and I trust them with it. I actually called them first in January and was told I couldnt dispute the charges because they were pending so their representative told me they would file it and nothing was done. Then when I called back was told it was too late for me to dispute.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 06/21/2023

  Please see the attached.  Thank you.

  This correspondence is in response to the Better Business Bureau complaint received in our office on June 12, 2023, filed by the above referenced complainant.The complaint submitted states that her flex spending account was hacked in January 2023 and her card was used. The Complainant stated that she contacted us online and was not able to dispute the claim. She also states that a representative told her she would file it. She states that she called again in March and was told it was too late for her to dispute the claims.She also had additional fraudulent claims totaling around $500 which were reimbursed. Then once again her account was hacked and an additional $198.72 was taken.At American Fidelity, we value our customers and are committed to providing quality insurance products and customer care to our valued insureds. After review of this situation, it appears we made several attempts to assist this participant with disputing the *** debit card transactions with Master Card, that the originally disputed amounts were refunded to the ***,and we processed an additional credit to the *** for the most recent disputed amount. Please allow me to explain.This participant actually has a ************** account (***) and not a Flexible Spending Account as indicated in the complaint. Based on the information in this participants file, the participant contacted us on 2/10/2023 disputing a transaction on her ************** Account debit card. Our customer service colleague was directing the participant on how to dispute a transaction when the call was disconnected, and it does not appear that the colleague or participant reconnected.On 2/14/23, there was a call regarding the *** debit card and possible fraudulent changes. Her *** card was deactivated and a new one was issued. Our colleague opened a ticket for the disputed charges. On 2/24/23, our colleague reached out regarding this ticket. It appears BBB ID #******** OFFICE OF APPEALS P.O. Box ***** *************, ** 73125-0523 americanfidelity.com our colleague left a message notifying the participant that the dispute form was now available on americanfidelity.com, and she could now dispute the transactions in question directly with Master Card. Our colleague also provided a phone number.On 3/8/23, the participant contacted us through the ********************* and commented that she received the new card but wanted to know about the disputed transactions.We responded via email on 3/8/23 to ask her if she had disputed the charge and provided ******-step instructions on how to dispute a charge through her online account.On 3/13, the participant called and asked again how to dispute the charge. Our colleague assisted with resetting her password. On 3/15, the participant called and asked for help filing the dispute form. On 4/11, the participant called to check on the status of the dispute, and the colleague stated we would need to get back with her.On 5/15, the participant called again to check the status. Our colleague transferred her to a supervisor after finding the transactions in question. The supervisor advised it normally takes Mastercard 60 days to complete the investigation. The participant disconnected the call.On 6/12, the participant called for an update. Our colleague advised that the investigation was complete, and the amounts were refunded back to her *** We advised that while that card was deactivated, she may still receive notifications of attempted transactions on that card. But,we assured her that no funds would leave her account, since the card was canceled.On 6/12, the participant attempted to use her card, but it was declined. She called and we advised it was because she did not have enough funds in her *** to cover the transaction.She then stated it was because there was a $198 charge that kept being taken from her account that was fake.Although the $198.78 charge was reviewed and a request was made to the merchant to refund the customer, it appears that the merchant was unable to do so. We have made a request through our system to credit the participants *** with the $198.78. If it does not already appear in the account, it should be there shortly.Our goal is for our insureds to have positive experiences with American Fidelity and we invite the insured to contact us if they would like to further discuss the situation. 

  

  Business Response

  Date: 06/26/2023

  Dear Ms. ********:
  The follow-up complaint submitted by our insured states that she is rejecting our June 21,
  2023 response to her original complaint.
  Our insured is concerned that another $198 dollar charge could be made to her account.
  Our records indicate that the charge was made on the previous voided card and not on the new
  one issued to her. It does not appear that the same issue can occur again.
  We invite our insured to contact our Customer Service Department at 800-662-1113 if
  she would like to further discuss the situation

• Initial Complaint

  Date:06/07/2023

  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.

  
  Complaint: ********
  
  I am rejecting this response because:  9/16/22 was paid as an Accident Follow up.  The 9/16/22 medical records and EOB's are attached.  The 9/16/22 medical records state Nausea & Vomiting due to medication; not any treatment for ankle.  
  Please see the 12/27/22 Reconsideration.  E-mail. On 5/12/23, I was asked if I had documentation from a physician that states this was due to the allergic reaction from medication, please submit for review.  On 6/2/23, when I provided 12/2/22 & 1/13/23 medical records, which state current Active Allergies MOTRIN IB; the claim was denied again.  A physician per policy terms treated & diagnosed in real time.  
  I received the response from the Appeal.  Other Accident is not defined in the response.  The policy does not state a Medical Director can refute, refuse, revoke or challenge the treating physician's diagnosis or treatment.  The treating physicians specialize in Emergency Medicine & Gastroenterology.  Unless, the medical director is actively practicing Emergency Medicine or Gastroenterology, it is not viable he disseminates why the physicians who treated in real time made their professional analysis.
  
  Sincerely,
  
  ***************************** However, I will not accept it based on what the medical records already prove. It's inappropriate to not follow protocol the moment you realized the claim material could be over your head. I do not wish to wait 2-3 more months for a claim that should have been paid in December. Logic entails, many people don't know they are allergic to bee stings, until they are stung. Please encourage this company to release my benefits. They have all e-mails since the beginning. Bad business equals bad faith. Please request.Claim #**********

  

  Business Response

  Date: 06/08/2023

  This correspondence is in response to the Better Business Bureau complaint received in
  our office on June 7, 2023, filed by the above referenced complainant.
  The complaint submitted states that she filed a claim for her son, and it was denied. She
  states she asked for a reconsideration of benefits, and her claim was again denied. She states she
  made an appeal, but her appeal was denied. She argues that the medical documentation she
  submitted corelates the claim to an allergic reaction. She is requesting her claim be paid in full.
  At American Fidelity, we value our customers and are committed to providing quality
  insurance products and customer care to our valued insureds. We are also careful to protect our
  customer’s private personal and health information. As our response could be shared on a public
  site, we are unable to provide detailed responses in this forum. Our Accident Only Insurance
  Policy provides benefits for Injuries a Covered Person sustains in a Covered Accident. In this case,
  a claim was made, documents and additional information were reviewed, and benefits were
  denied in accordance with the Policy. At the request of the complainant, an additional review
  completed, and the denial was upheld in accordance with the Policy provisions. We are currently
  in the process of reviewing an appeal submitted by the complainant regarding this matter and
  will provide a response directly to our insured.
  Our goal is for our insureds to have positive experiences with American Fidelity and we
  invite the insured to contact us if they would like to further discuss the situation.
  BBB ID #********
  OFFICE OF APPEALS
  **** *** ***** ******** ***** ** ********** • americanfidelity.com
  Sincerely,
  Lorianne *******
  Office of Appeals
  American Fidelity Assurance Company

  

  Business Response

  Date: 08/28/2023

  The follow-up complaint submitted by our Covered Insured in response to our June 6,
  2023 response to the original complaint submitted states that she rejects our response.
  The complaint rejection submitted provides she disagrees with our denial of benefits. She
  states that she received a response to her appeal and the claim was still denied. She states that
  she has provided information which supports that her son had an allergic reaction to medication.
  She argues the policy does not provide that our medical director can challenge a treating
  physician’s diagnosis or treatment. She argues his opinion is not viable.
  The issues outlined in the complaint rejection appear to be related to the appeal response
  provided directly to our insured on June 26, 2023. We have reviewed her complaint and
  applicable file and determined her claim was properly adjudicated. As this response could be
  shared on a public site, we are unable to provide a detailed response in this forum. We invite our
  insured to contact us using the contact information provided in our appeal response.
  Sincerely,
  Lorianne *******
  Office of Appeals
  American Fidelity Assurance Company

• Initial Complaint

  Date:06/06/2023

  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 have paid for disability insurance through my employer from American Fidelity yet I have NEVER once received a FULL $1,000 payment from them and it's NEVER been on the date the customer service agent told me I would receive it. Even my most recent payment.

  

  Business Response

  Date: 06/08/2023

  This correspondence is in response to the Better Business Bureau complaint received in our office
  on June 6, 2023, filed by the above referenced complainant.
  The complaint submitted by our insured states that she has never received a full and timely
  disability benefit payment. She is requesting her claim be paid in full.
  At American Fidelity, we value our customers and are committed to providing quality insurance
  products and customer care to our valued insureds. Based on our review, we received all three required
  sections of our insured’s claim on March 29, 2023 for a disability commencing on March 14, 2023. In an
  Explanation of Benefits mailed to our insured on April 14, 2023, our insured started receiving disability
  benefits on March 29, 2023, after the satisfaction of the 14-day Elimination Period and benefits were paid
  through April 14, 2023. In an Explanation of Benefits mailed to our insured on May 8, 2023, our insured
  received a disability payment covering the period of April 15, 2023 – May 8, 2023. A final Explanation of
  Benefits was mailed to our insured on June 6, 2023, providing disability benefits through June 6, 2023, as
  that was the last day of verified disability to date. Our insured’s claim has accurately been considered and
  timely payments have been provided based on the claim information we have received to date.
  We believe this matter to be resolved. However, we invite our insured to contact our Customer
  Service Department at 800-662-1113 if she would like to further discuss the situation.
  Sincerely,
  Lorianne *******
  Office of Appeals
  American Fidelity Assurance Company

• Initial Complaint

  Date:05/04/2023

  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 have requested money three different times to be reimbursed for my dependent care account and three times I have been denied. As of now Im paying twice for day care because American fidelity will not reimburse me for child care. I have sent them three different invoices from the child care center and they have denied all the claims. I have called them and they told me to get an itemized statement from the childcare center I did that they still denied the claim. I need them to reimburse my money and quit knit picking.

  

  Business Response

  Date: 05/10/2023

  Please see the attached.  Thanks.

  This correspondence is in response to the Better Business Bureau complaint received in our office, after business hours, on May 4, 2023, filed by the above referenced complainant.The complaint submitted by our customer, states that he has requested money three different times to be reimbursed from his ************** Account and has been denied. He feels he is now paying twice for daycare and we will not reimburse him.This is a ************** Flexible Spending Account (***) customer whose *** began as of April 1, 2023. The first payroll deposit was received for the *** on April 26, 2023. DCAs are dependent care reimbursement accounts subject to very detailed rules under the Internal Revenue Code (IRC). Under these rules, each claim for reimbursement must be substantiated with third party documentation that verifies the expense is an eligible dependent care expense.DCAs also only permit reimbursement for amounts that have been deposited into the account.Claims were submitted on 4/28, 5/2, 5/4, and 5/9 for the amount that was deposited on April *******. With the 5/9 claim, the required substantiation was also received. The claim was approved and a check was issued.It appears that this is the first time this customer has had a *** and there may be some confusion about the substantiation requirements. We invite the customer to visit our website for information about dependent care claim verification requirements.Our goal is for our customers to have positive experiences with American Fidelity and if our customer would like to call and discuss the specific situation in more detail, our customer can contact our *************************** at ************.

• Initial Complaint

  Date:05/04/2023

  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.

   
  Complaint: ********
  
  I am rejecting this response because: as of 5/8/23, the checks have not been re-mailed. I talked with ********, a supervisor for customer service, and she explained that the checks had not been sent out due to an error on the "back end." I am further rejecting this response because it is a blatant lie. Unless American Fidelity can give me the new re-mailed check numbers and the date the checks were sent either on May 9 or 10, I will not accept their response. The I have asked for the notes on my account to be sent to me because the "notes" never align with what customer service understands is going on. 
  
  Sincerely,
  
  ***************************ould void the checks and reissue them to the correct address. As of 5/4/23, I have received no other communication but my $119 is still missing, and the notes on my account have not been updated so I can see the accurate check numbers and when they were mailed.

  

  Business Response

  Date: 05/10/2023

  Please see the attached.  Thank you.

  This correspondence is in response to the Better Business Bureau complaint received in our office, after business hours, on May 4, 2023, filed by the above referenced complainant.The complaint submitted by our customer, states that she is owed $119 and that the checks are being returned for an insufficient address. She states that she has called several times to update the address but somehow the address is not getting updated, and she is still waiting for her checks.This is a Healthcare Flexible Spending Account (Healthcare FSA) customer who did have an invalid address on file. Because she had multiple claims for reimbursement within a short period of time, there was some confusion due to timing issues with updating the address and determining which reimbursement checks had to be remailed due to the change. It appears that our records have been updated for the correct address and all replacement checks have been sent to the new address. So, we believe the issue has been resolved.Our goal is for our customers to have positive experiences with American Fidelity and if our customer would like to call and discuss the specific situation in more detail, our customer can contact our *************************** at ************.

  

  Business Response

  Date: 05/16/2023

  See the attached.  Thank you.

  Customer Answer

  Date: 05/18/2023

   
  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. I have received the $119 owed to me. 
  

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

• Initial Complaint

  Date:04/27/2023

  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.

  On April 18th, 2023 I was informed by my HR that there was a billing issue per my premiums. I asked how much and was told $392. That had to be paid by June. I've dealt with 2 representatives and they have "looked into the issue" and claim it's my fault even though there was lack of communication between HR and American Fidelity. It took them 9 whole months to figure out and now they understand it's going to cause me undue hardship but it's either pay them or lose all my benefits. Also no correspondence has been sent mail or email about this issue. It's very frustrating as this should have been caught asap and was not. As a company that deals with thousands of people and benefits they should have a policy that can be implemented to correct this issue.

  

  Business Response

  Date: 05/03/2023

  Please see the attached.  Thank you.

• Initial Complaint

  Date:04/27/2023

  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 purchased this insurance through a health fair at my work in July 2022. When I filled out the paperwork for a claim in February 2023 it was sent back to me. I was then instructed to have my employer and doctor's ****** fill out forms. Both filled them out and sent them in. Three months later I have to call American Fidelity to see what is going on because their App is a total joke. It doesn't give any information other than confirmation they have received documents. The woman on the phone told me they never received the documents. I informed her that according to their app they received them and gave her the date. She placed me on a 10 minute hold only to come back and tell me that because they didn't start taking payments out of my account until October 2022, my medical was considered pre-existing. I told her I had signed up for coverage in the beginning of July and furthermore, that was their availability after the health fair. She apologized and said there was nothing they would do. She transferred me to a Supervisor who did not come to the line. I waited so long that their system hung up on me. What a waste of money and a huge waste of time. I had been waiting for a response for months. If this was the case, why didn't they simply tell me this before going to my employer and dr. for further paperwork. Buyer beware, awful service and they will stop at nothing to prevent paying out claims.

  

  Business Response

  Date: 05/03/2023

  Please see the attached.  Thank you.

• Initial Complaint

  Date:04/11/2023

  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 a two time war veteran and go to the VA for my health care. I have a health savings account with this company and I send receipts over and over to this company because they lose them. I just recently got a letter from American Fidelity that the were going to shut down my health savings account if I didn't provide a receipt from Sept, 2022. I contacted the VA and they said they cannot provide a receipt that is older than 6 months. I use this health savings account to pay my for my health care at the VA. I contacted this company and they reused to take care of this problem. I have done all I can do , I need this resolved.

  

  Business Response

  Date: 04/18/2023

  Dear Ms. ********:
  This correspondence is in response to the Better Business Bureau complaint received in
  our office, after business hours, on April 11, 2023, filed by the above referenced complainant.
  The complaint submitted by our customer, states that he has a Health Savings Account
  with American Fidelity and that he sends receipts to us and we lose them. He states that he
  recently received a letter stating his account would be shut down if he did not provide receipts
  from September 2022. In fact, our customer has a Health Flexible Savings Account with us and
  not a Health Savings Account.
  Healthcare Flexible Spending Accounts (FSA) are health reimbursement accounts subject
  to very detailed rules under the Internal Revenue Code (IRC). Under these rules, each claim for
  reimbursement must be substantiated with third party documentation, like an EOB or detailed
  bill that verifies the expense is an eligible medical expense. Specifically, when using a Benefits
  Debit Card for FSA reimbursement, one must still submit this substantiation after you use the
  Benefits Debit Card payment if the information provided through the electronic transaction does
  not provide all necessary information to verify that the expense is an eligible medical expense.
  With this customer, he has several Benefits Debit Card transactions which have been
  approved in 2022. For one transaction occurring 8/25/2022, additional documentation was
  required. We sent several letters to this customer requesting the documentation. We also spoke
  to him on the phone two times explaining the documentation we needed and how to provide it.
  To date, there is no record that we received any documentation.
  IRC rules also require that if there is an ineligible expense made with the Benefits Debit
  Card (for example a debit card swipe for which there is not proper documentation), the Benefits
  Debit Card must be deactivated. After four requests for documentation between August 2022
  and December 2022, with no response, we deactivated our customer’s Benefits Debit Card in
  BBB complaint – BBB ID NO. ********
  Office of Appeals
  AMERICAN FIDELITY ASSURANCE COMPANY • **** ******* ******* ******** ***** ** ***** • americanfidelity.com
  accordance with IRC rules. His account is not closed, and he may still make reimbursement
  requests online or by mail.
  There are several options for our customer to resolve the Benefits Debit Card issue and
  have it reactivated. Our goal is for our customers to have positive experiences with American
  Fidelity and if our customer would like to call and discuss the specific situation in more detail, our
  customer can contact our Customer Service Department at 800-662-1113.
  Sincerely,
  Lorianne *******
  Appeals Counsel
  American Fidelity Assurance Company