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Frequently Asked Questions

Claims

How do I submit a claim?

The easiest way to submit a claim is to log in to your account. We’ll walk you through each step of the process including what documents are needed to support your claim, how to upload and attach them to your submission, and how to enroll in direct deposit for fast claim payments.

Don’t have an account? No problem. You can set it up quickly using your social security and mobile phone number, or your policy or certificate number. If you are unable to access your account online, you can still submit claims securely online using our Submit as a guest option.

What information will I need to include with my claim?

We’ll ask you to provide general information such as the provider’s name and address, patient information, dates of service and diagnosis – and depending on the claim type, we may ask for additional supporting documents. We’ve created claims checklists to outline the common items needed. And, better news, when you log in to your account and submit your claim online, we’ll let you know what’s needed based on the information you’ve provided.

How do I enroll in Direct Deposit?

To enroll in direct deposit, register or log in to your account and go to the Billing page or access it from My Account. From there you’ll be able to enroll or change your direct deposit information at any time. We recommend setting up direct deposit now to ensure your claims get paid fast.

Please note, it can take up to two business days to complete your direct deposit enrollment. 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.

How do I check the status of my claim?

Log in to your account to check the status of your claim. From there, you’ll be able to check claim status, upload additional supporting documents if needed, and view your explanation of benefits.

You may also check claim status by chat or phone by calling us at 800.992.3522.

My Account

Can I access my policy online?

Yes. Register and log in to your account to view and manage your policies, submit and track claims, make payments, and update your account information.

Don’t have an account? No problem. You can set it up quickly using your social security and mobile phone number, or your policy or certificate number.

Who is my agent and how can I contact them?

Log in to your account to view your agent’s contact information, accessible from the My Account page.

How do I manage my Aflac business account online?

We want to make sure that managing your employees’ benefits is easy. You can view your account information, make payments and set up recurring auto draft by logging in to your Business Services account. Please have your zip code and account number available for registration.

For more information, visit the Employer Resource Center.

Can I keep my Aflac coverage if I change jobs?

You have the option to enroll select policies in our Aflac Always program to ensure your coverage remains in effect – at the same premium rate you enjoy with your employer, even if you change jobs, retire, or if your employer stops payroll deductions.

Signing up is easy. Log in to your account, go to the My Account page and click Aflac Always. From there, select the policies you want to protect, choose when and how to pay your premiums, provide your autopayment method of choice (i.e., bank account or credit card), and you’re done! We’ll notify you in advance if and when your payment status changes and autopayments will begin.

How do I apply for additional Aflac coverage?

Log in to your account to view your agent’s contact information, accessible from the My Account page. Your agent can provide information about the additional coverage options available to you.

Or, you can use our Agent Locator to find a local Aflac agent in your area.

How do I reinstate my policy?

Some terminated or lapsed policies may be reinstated at the same rate if you’re within the defined reinstatement period for your policy. This requires eligibility to be determined and coverage would begin on the reinstatement date (not the original effective date).

To reinstate your policy, please reach out to your assigned Aflac agent who can assist or you can contact us directly via chat, email, or phone.

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.

Customer Service

What are your hours of operation?

The Aflac Customer Solutions Center is open 9 a.m. - 7 p.m. ET, Monday thru Friday. Keep in mind, many of the most common transactions such as checking claim status and making a payment can be handled via our virtual assistant or email options.

What is your phone number?

Aflac Customer Solutions Center: 800.992.3522

Aflac Group Customer Solutions Center: 800.433.3036

Aflac New York Customer Solutions Center: 800.366.3436

* Aflac Direct: 866.990.2668

* Aflac Direct customers purchased a policy online or over the phone after January 4th, 2021.

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)

Additional Contacts

Medicare Supplement Policyholders

If your Medicare Supplement Policy was issued on or after 10/01/2012, call us at 855.207.2078.

If your Medicare Supplement Policy was issued prior to 10/01/2012, call us at 800.992.3522.

Consumer Response and Resolution

Your satisfaction with Aflac is important to us. If there is something not quite right, please contact us and we will do our best to fix it.

File Your Complaint Online

706.660.7080 (fax)

Mailing Address

Aflac

Consumer Response and Resolution Department

PO Box 5388

Columbus, GA 31906-0388

Aflac NY Corporate Employment

Broker Relations

Sales Opportunities

Corporate Recruiting

Media Relations

Reporting Fraud

Shareholder Services

Investor Relations

General Questions

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.

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.