Frequently Asked Questions

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Contact Us

What is your mailing address?

Aflac Worldwide Headquarters
1932 Wynnton Road
Columbus, GA 31999

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What is your phone number?

Aflac Customer Call Center: 800.992.3522

Aflac Group Customer Call Center: 800.433.3036

Aflac New York Customer Call Center: 800.366.3436

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What is your fax number?

Claims: 877.442.3522 (fax)

Policy Services: 800.448.8922 (fax)

Aflac Group Claims: 866.849.2970 (fax)

Aflac New York Claims: 877.844.0201 (fax)

Aflac New York Policy Services: 888.694.1265 (fax)

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What are your call center hours/hours of operation?

The Aflac customer call center is open 8 a.m. - 8 p.m. EST, Monday thru Friday

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Claims

How do I submit a claim?

The fastest way to receive benefit payments is to file your claim electronically. Visit Policyholder Services to register or sign in to access your account. You will need your policy number to register.

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What information will I need to include with my claim?

Documentation should include the following information:

• Provider’s name
• Provider’s address and phone number
• Policyholder’s Information
• Patient Information
• Dates of Service
• Diagnosis
• Specific treatment received from the provider

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How do I sign up for Direct Deposit and how long will it take?

Login to Policyholder Services to sign up for direct deposit. Please note, it can take up to two business days to process your request. If you sign up for direct deposit on the same day your claim is submitted, your benefits may be paid by the original payment method.

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How do I check the status of my claim?

To check the status of your claim online, login to Policyholder Services or call 800.992.3522 to speak directly to a customer service representative.

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One Day Pay

What is ONE DAY PAY^SM, and how can I use it?

Many of our claims are processed in just one day. For more information, visit: https://www.aflac.com/onedaypay.

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Policy Services

Where do I mail my payment, including overnight payments?

Mail payments to:
Aflac
1932 Wynnton Road
Columbus, GA 31999

Please include your Aflac account/policy number on your check or money order.

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Can I view my policy online?

Yes. Policyholder Services provides 24/7 secure access to your policy information.

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How do I update my personal information (i.e. address, phone number)?

Your personal information can be updated by logging in to Policyholder Services and selecting the tab, My Personal Info.

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Who is my agent and how can I contact them?

Visit Policyholder Services and login to your account to access your agent’s contact information, conveniently located on the policies homepage.

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How do I apply for Aflac coverage?

Visit: https://www.aflac.com/agent-locator/ to find an Aflac agent in your area.

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How do I sign up for online services for my Aflac business account?

Visit Aflac Business Services to sign up for online services. Please have your IVR PIN, zip code, and account number available.

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How can I continue my policy once I’ve left my job?

The most convenient way to continue your coverage is through Aflac Always. You may register online by logging in to Policyholder Services.

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How do I reinstate my policy?

Reinstatement forms are located in Policyholder Services.

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General

Do you sell major medical insurance?

No. Major medical insurance pays for doctors and hospitals. Aflac coverage is designed to provide you with cash benefits, unless otherwise assigned, to help with daily expenses when you’re sick or hurt—cash to be used as you wish to help you and your family with unexpected expenses.

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Do you sell auto and home (property and casualty) insurance?

No, we sell supplemental health insurance. If you get sick or hurt, Aflac provides a financial safety net to help with expenses. Differing from major medical insurance, Aflac coverage is designed to provide you with cash benefits, unless otherwise assigned, to use how you see fit.

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