Support FAQ

General

Online Billing is a feature within Business Services that enables you to reconcile (submit changes) your Aflac invoice online. Online Billing also provides you with the option of paying your invoice online.
If you are a new Aflac account with less than 1,000 employees and you provided your e-mail address on the Payroll Account Acknowledgement form you completed with your agent, you will receive an e-mail containing a temporary password that you will need to use to complete your one time registration.

Existing accounts with less than 500 policy lines billed can contact our Customer Service Center at 1-800-992-3522 to have your contact information added. Once added you will receive an e-mail containing a temporary password that you will need to use to complete your one time registration. You can also go to www.aflac.com/BusinessServices and click Register for Business Services. You will need your Account Number, Billing Zip Code and IVR PIN (this is located on your invoice). If an error message is received advising already registered, please call the Customer Service Center at 1-800-992-3522 or e-mail BusinessServices@aflac.com. Please include your account number.

If you are a new Aflac account with less than 1,000 employees and you provided your e-mail address on the Payroll Account Acknowledgement form you completed with your agent, you will automatically have the Online Billing feature activated.

Existing accounts with less than 500 policy lines billed can choose to activate the Online Billing feature within Business Services by selecting the Activate Online Billing button located on that account's page under My Accounts. Existing accounts will first need to register for Business Services before they will be able login and activate Online Billing.
To ensure that you receive all e-mail correspondence from our new system, please add the following e-mail address to your secure/approved list: MyAccount@Aflac-OnlineServices.com.
Express Reconciliation is another automated billing and reconciliation option for accounts that are too large for Online Billing (typically new accounts with more than 1,000 employees and/or existing accounts with more than 500 policy lines billed).

To learn more about the Express Reconciliation option, please contact your agent or contact us directly at accountrelations@aflac.com.
As an added bonus by using the Payment Scheduler you are allowed to reconcile your invoices early and pick a draft date up to five (5) business days past the invoice due date for your payment to be drafted.
Once you click the Submit button, you cannot make changes to your invoice. If you are paying by paper check, simply include a copy of your invoice with your payment to inform us of any adjustments that need to be made, and adjust the amount of your check accordingly. If you paid by draft or scheduled draft, we are unable to stop the draft. You will need to send a written request for a refund to Aflac at 1932 Wynnton Road, Columbus, GA 31999 or fax your request to us at 1-800-448-8922.
Yes. Click your name at the top right-hand side of the site. You can change your password by selecting the Change Password option.
Yes. You can change your secret question/answer by clicking on your name at the top right-hand side of the site. You will then select the Change Secret Q & A option. From the My Accounts tab, click Account Settings, then Authorized Users, and then click Edit next to your name.

Please note that your secret answer must be 8 to 20 characters long, must contain only letters and digits, and is case sensitive.

If you have forgotten your Business Services password, you can reset it by simply clicking the Forgot Password link on the main login page. You will need to select your secret question and enter your answer. You will receive an e-mail with a temporary password that you will need to use the next time you log into the system. You will be prompted to create a new password.

If you need assistance with resetting your password, contact our Customer Service Center at 1-800-99-AFLAC (1-800-992-3522) or you can e-mail us at BusinessServices@aflac.com. Please include your account number. 

You can add accounts by clicking your name at the top right-hand side of any page. Select the Authorized Accounts option, then the Add a New Account button. Enter the account number, billing ZIP code, and IVR PIN, and then follow the instructions for adding more accounts to your user profile.
You can print a copy of your invoice from you home page or from the My Accounts section of Business Services. Identify the invoice that you would like to print and then select View Invoice. Click on the printer icon to print the invoice. If the invoice has not yet been submitted for payment, you will need to click Edit Invoice next to the appropriate invoice, and then select View Printable Invoice from the invoice detail screen. You will then click on the printer icon to print your invoice.
If you have questions or need assistance with Business Services or Online Billing, you can contact us via e-mail at BusinessServices@aflac.com, or call us toll-free at 1-800-99-AFLAC (1-800-992-3522). Please include your account number or have it ready when you call. 
The Electronic Deduction Summary(EDS) is provided to increase the accuracy of the first invoice payment and reduce invoice discrepancies. The EDS is updated daily with the most recent information for your account.
Within the invoice, as well as from the My Participants tab, you can make several policy level changes. Please note: some changes will require the policyholder to complete and return a signed form. If Online Billing has been activated, terminations and cancellations will need to be notated when reconciling your invoices.
Yes. From the Support tab you can access claim forms from the Forms Library
If you need to obtain approval to pay the invoice before you send payment, or if you need to route the invoice to another person for payment, you can set up the Financial Approvers and Bill Payers Tool in Aflac Business Services.

To set up Financial Approvers and/or Bill Payers:

  1. Log in to Aflac Business Services.
  2. Click on the My Accounts tab.
  3. Select the Account Settings tab. If there is more than one account associated with this Aflac Business Services registration, select the specific account where you want to assign Financial Approvers/Bill Payers.
  4. Choose Approval Settings in the left column of the screen.
  5. Click Edit.
  6. Select Yes to the first question if you need to obtain approval to pay the invoice.
  7. Select Yes to the second question if you need to route your invoice to another person for payment.
  8. If you are ready to set up users, select Yes to the third question.
You can add a new Financial Approver or Bill Payer on either the Authorized User screen or the Approval Settings screen, both located under My Accounts | Account Settings.

The Approval Settings screen allows you to set up a Financial Approver to review and approve invoices submitted for payment and to set up a Bill Payer to send payment to Aflac. You may set up either one – or both – of these roles; whatever best meets your needs.

Two questions will appear on the Approval Settings screen. They are:

  • Does someone in your organization need access to approved invoices for payment?
  • Do you need to send your invoice to another person for payment?
  1. There are Yes and No buttons next to each question. Select the Yes button next to the role or roles you wish to have. Another question will appear asking if you want to add a user now. Select Yes.
  2. A list of individuals who have access to this account will now appear in a table that appears below the questions.
  3. To add a Financial Approver or Bill Payer to the list, click Add Another User.
  4. Enter the user information and click Add User.
  5. You will also be prompted to indicate how many days you will want to wait before a reminder email is sent to you if your invoices are not approved in a “timely manner.”
  6. Select the number of days for the reminder email and enter the information requested in the fields that will appear below the list.
  7. Click SAVE to retain your information.
  1. Once you have set up your Financial Approver, you may submit the invoice for approval from either the Home screen or the My Accounts screen. Simply review your invoice, make necessary changes and click on Submit to send your invoice for approval.
  2. You will now select the person you wish to forward the invoice to for approval. You can now enter any comments or notes for consideration. Once you are finished, click Submit for Approval.
  3. Then, click OK.
  4. The Financial Approver will receive an email notification notifying them that the invoice is ready for approval.
When the Administrator submits an invoice for approval, the Financial Approver will receive an email notifying them that there is an invoice ready for their review and approval.
  1. To approve the invoice for payment, click on the Approve Invoice button in the email to go to the login page for Aflac Business Services.
  2. Once you are at Aflac Business Services, enter your User ID and Password to access the site.
  3. On the Home tab, click the Approve/Reject button.
  4. Then, select either Approve or Reject. You can also add comments or instructions to be included with your response.
  5. Click Submit.

If you approve the invoice, an email will be forwarded to the Bill Payer if this role was established in the Account Settings section. If you do not have a Bill Payer defined, the approval will be returned to the Account Administrator.

If you reject the invoice, an email will be returned to the Administrator indicating that additional information or revisions are required for approval. It is helpful to include comments when returning a rejection.

  1. To send an invoice to a Bill Payer for payment when you do not need financial approval, click the Send to Bill Payer button located either:
    • On the Home screen,
    • On the My Accounts screen or
    • On the Invoice screen
  2. Then, select the Bill Payer who will receive the invoice. Don’t forget to add any comments you may need to support your request.
  3. Click on Send to Bill Payer.
If you elected to use a Bill Payer in your invoice process in Business Services, the bill payer will receive an email to pay the invoice.

If you have not elected to use a Bill Payer, the Administrator will receive an email to pay the invoice.

  1. As Bill Payer or Administrator you can click the Pay Invoice button to go to the Aflac Business Services login screen.
  2. Enter your User ID and Password to access Aflac Business Services.
  3. You can pay from the Home screen, the Invoice screen or the My Accounts screen.

8AM – 8PM (ET)
Monday – Friday