Complaints

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

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• 

  Aflac

  1932 Wynnton Rd Columbus, GA 31999-0001

  
• 

  Aflac

  2429 Hyde Park Rd Jefferson City, MO 65109-4732

• 

  AFLAC

  4021 WE Heck Court Baton Rouge, LA 70816

• 

  Aflac - District Office

  4812 Roberts St Greenville, TX 75401-5669

• 

  Aflac- Rudy Molera

  203 Petalo Ct Rio Rico, AZ 85648-1830

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:03/05/2025

  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.

  My policy was cancelled due to policy not being billed right. I was never emailed or given a mail that my policy was going to be cancelled. I would have fixed it right away. They are playing games with me since I’m in my 70s. I filed a year ago for reinstatement. They cashed the check and then cancelled again. They said paperwork was not filled out. They approved my son’s reinstatement and we both filled In the paperwork correctly. I mailed it in two times with tracking and I sent by fax too. I have proof via,fax of exactly what I sent in. I would like my two policies reinstated or I will file a claim with *** **** State insurance investigators. My policies ******** ********

  

  Business Response

  Date: 03/05/2025

  We received your complaint from the Better Business Bureau. Due to privacy regulations, we have forwarded your concerns to the Policy Service department to research. You will receive a mailed response from us upon completion of our investigation. Thank you for bringing your concerns to our attention and for your patience while we explore this matter.

  

  Business Response

  Date: 03/27/2025

  The Policy Service department completed its review of your file on ***** ** **** and mailed correspondence explaining its decision to the address on file. Aflac considers this issue resolved.

• Initial Complaint

  Date:03/03/2025

  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.

  I cancelled my Aflac Accident ($25.09) and Specified Health Event ($29.12) policies on ******* to make sure no payment would occur in ********. (Both polices were setup on auto-pay to pay out on ******. The representative reassured me that both policies were cancelled and if I wanted to reactivate them in the future, I could do so. The only policy that remains active is my Cancer policy ($46.80) which is on auto-pay monthly. After checking my bank statement on *******, I noticed Aflac had erroneously debited $71.89 (Cancer $46.80, Specified Health $25.09) from my bank account. I called Aflac and the representative apologized for the error and stated I would receive a refund via check in 10 business days. After 10 days, I received 2 letters dated ******* stating "Our records indicate that no refund is due" concerning both policies cancelled. Also, I received another letter from Aflac dated ****** about my Accident policy which states no refund, policy was cancelled (which is correct) on *******. I called Aflac on ******* and spoke with a representative, who transferred me to manager (Ms. *****) to request refund for Specified Health Event policy ($25.09) erroneously debited from my account on ******* ($71.89....$46.80 Cancer policy and $29.09 Specified Health Event.) which shouldn't happened until ****** only in the amount of $46.80. After explaining the situation, she rudely stated, "No refund is due!" I asked Ms. *****, why should I pay $29.05 for a policy cancelled *******. Before ending the call, I asked her to cancel auto-pay and I'd make my payments monthly. She said she did and I said, I'll have to elevate this for proper resolution, then the call ended. On ******, I logged into Aflac's website to pay my Cancer policy bill ($46.80) due on ******. Surprisingly, my Aflac bill changed from $46.80 to $140.40. ***** didn't tell me she changed my Cancer policy amount to $140.40. Resolution: Refund $25.09 and restore Cancer policy to correct amount $46.80.

  

  Business Response

  Date: 03/03/2025

  We received your complaint from the Better Business Bureau. Due to privacy regulations, we have forwarded your concerns to the Policy Service department to research. You will receive a mailed response from us upon completion of our investigation. Thank you for bringing your concerns to our attention and for your patience while we explore this matter.
  

  

  Business Response

  Date: 03/25/2025

  The Policy Service department completed its review of your file on ********** and mailed correspondence explaining its decision to the address on file. Aflac considers this issue resolved.

  Customer Answer

  Date: 04/04/2025

  
  Complaint: ********
  
  I am rejecting this response because: AFLAC did in fact debited my account in the amount of $71.89 on ******* for my Cancer Policy ($46.80) and my Accident Policy ($25.09)  I cancelled my Specified Health Policy ($29.12) and my Accident Policy ($25.09) on *******, leaving only my Cancer Policy active.  All policy scheduled payments were on the 1st of each month. My Cancer and Accident policies were combined payments in the amount of $71.89 and my Specified Health policies was paid separate. AFLAC was correct for not debited me for the cancellation of my Specified Health policy, since I cancelled it (no refund necessary...Hoorah!) AFLAC was correct for debiting me for my active Cancer policy ($46.80), but AFLAC was WRONG for debiting me for my cancelled Accident policy ($25.09), Mathematical analysis:  $71.89 - $46.80 ='s $25.09. I Should be refunded $25.09 (cancelled policy prior to the next month (******** 1st) billing  payment due date.  Also, Ms. ***** did not inform me that I was required to pay my Cancer policy quarterly ($140.40.) This amount was to my surprise, causal also to my complaint to the BBB. AFLAC has failed to abide by their policy in refunding my monies for a cancelled policy. I just received (3) letters from AFLAC with ******** dates.  I'm out done that I wasn't able to make my $46.80 monthly payment when it was due. Ms ***** has caused such damage to me personally and monetarily. $25.09 isn't a large amount of money, but its principle that highly matters. She should have told me about any changes I'd endure after cancelling my policies. I spoke to three different representatives who told me my refund would be mailed to me and I'd receive my refund within 10 days. Resolution:  Refund $25.09. Fix my monthly payment of $46.80  (Cancer policy) so it can be paid electronically through my bank directly or I can submit it monthly electronically. This complaint is a complaint in an attempt to resolve a billing issue created by AFLAC and Ms. *****'s inability to resolve a simple billing problem, which most supervisors are able to resolve. I have been an AFLAC policy holder for more than 15 years without issue until being exposed to Ms. *****.  She did not provide me with quality customer care, which is what AFLAC promises to its customers. 
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 04/15/2025

  The Policy Service department completed its review of your file on ********** and mailed correspondence explaining its decision to the address on file. Aflac considers this issue resolve
  
  

• Initial Complaint

  Date:02/24/2025

  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.

  AFLAC cancelled my insurance without notice. They also have been paying me incorrect amounts for medical exams based on my initial contract for several years. I filed a complaint several times with AFLAC but they have not called me or attempted to rectify the issue. They canceled me and then when I tried to reinstate my coverage they told me that they no longer can reinstate the policy that I had. They also did not pay me the contracted amounts they owed me based on my policy.

  

  Business Response

  Date: 02/25/2025

  We received your complaint from the Better Business Bureau. Due to privacy regulations, we have forwarded your concerns to the Policy Service department to research. You will receive a mailed response from us upon completion of our investigation. Thank you for bringing your concerns to our attention and for your patience while we explore this matter.

  

  Business Response

  Date: 02/25/2025

  We received your complaint from the Better Business Bureau. Due to privacy regulations, we have forwarded your concerns to the Policy Service department to research. You will receive a mailed response from us upon completion of our investigation. Thank you for bringing your concerns to our attention and for your patience while we explore this matter.

  

  Business Response

  Date: 03/19/2025

  The Policy Service department completed its review of your file on ********** and mailed correspondence explaining its decision to the address on file. Aflac considers this issue resolved.

• Initial Complaint

  Date:02/05/2025

  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.

  over payment of my policies. Can not contact Human Resources to resolve the problems. No contact is available. Need help with my issue and refunding my monies.

  

  Business Response

  Date: 02/10/2025

  We received your complaint from the Better Business Bureau. Due to privacy regulations, we have forwarded your concerns to the appropriate department to research. You will receive a mailed response from us upon completion of our investigation. Thank you for bringing your concerns to our attention and for your patience while we explore this matter.

  

  Business Response

  Date: 02/26/2025

  The department handling this concern has completed its review on ******** *** ****, and sent correspondence to the consumer. Aflac considers this issue resolved.

  Customer Answer

  Date: 03/06/2025

  Need help with issue and refunding my money.

• Initial Complaint

  Date:02/05/2025

  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.

  I contacted my agent Joanna G****** in ********* ******* in ******* of **** to change my coverage from family to single. She said she would email the forms and never did. I found them online and then submitted them. She called me back and told me it would be ******* * before the changes could be made and I don't understand why that was the case. We are in ******** and The change has not been made. I have spoke with another agent out of ******** and sent her all the information I've sent the other agent. Still no response from her! It has been a very frustrating venture. I want them to go back and reimburse me from ******* to ******** for the difference in single and family coverage. I have proof of text messages that I've sent to the agent with the no response.

  

  Business Response

  Date: 02/05/2025

  We received your complaint from the Better Business Bureau. Due to privacy regulations, we have forwarded your concerns to the Policy Service department to research. You will receive a mailed response from us upon completion of our investigation. Thank you for bringing your concerns to our attention and for your patience while we explore this matter.

  

  Business Response

  Date: 02/27/2025

  The Policy Service department completed its review of your file on ********** and mailed correspondence explaining its decision to the address on file. Aflac considers this issue resolved.

  Customer Answer

  Date: 02/27/2025

  
  Complaint: ********
  
  I am rejecting this response because: although after several emails back and forth with the company where they argued with me although I had evidence they finally agreed to backdate it to ******* ***. However I have not received a refund for *******.
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 02/27/2025

  Our Policy Service department has thoroughly investigated your concerns and upholds the original decision reached during our review. 
  

• Initial Complaint

  Date:01/24/2025

  Type:Customer Service 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.

  Filed a critical illness claim in *** ****. No communication from Aflac. Chat and phone calls result in no new information- only to check back in 48 hours. Each month they close the claim and open another with a new claim number so they stay under 30 days I assume. Same claim has had 3 different numbers. They have al information and won’t pay, won’t provide explanation and online says In Process. No communication and no movement- they are stalling to not pay.

  

  Business Response

  Date: 01/24/2025

  We received your complaint from the Better Business Bureau. Due to privacy regulations, we have forwarded your concerns to the Claim department to research. You will receive a mailed response from us upon completion of our investigation. Thank you for bringing your concerns to our attention and for your patience while we explore this matter.

  

  Business Response

  Date: 02/16/2025

  The Claim department completed its review of your file on ******** and mailed correspondence explaining its decision to the address on file. Aflac considers this issue resolved.
  

  Customer Answer

  Date: 02/19/2025

  
  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. 

   

  Aflac finally replied and we resolved the issue.  Likely after you reached out.  Thank you!

  
  

  ********* 
  

   
  

• Initial Complaint

  Date:01/14/2025

  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.

  Effective ******** my employer decided not to continue with Aflac. I contacted Aflac in regard to keeping my policies & paying it independently. I was sent a port package & was told I had to complete it & send it back along with a check/money order of my premiums for 3months. I completed it & sent a money order of $330.98 towards the end of ****. I called in **** because when I checked the status of the money order, it said it was cashed. I spoke with 2 people who told me my money was in fact received & it should reflect in my account soon. I waited until **** & still nothing. I called to see when they would begin to deduct out of my account to keep my account active & was told that by **** if I don’t see any deductions then I should call back. On ******** I received 2notices in the mail dated ******** that they never received my money & my account was going to lapse. I called the same day & requested to cancel my policies & be issued a refund of the $330.98. The person I spoke with sent me the cancellation form & said she put in the request to issue the refund. I sent in my cancellation form a week before New Years, however, on ******** $195.25 was deducted from my account. I called ******** to find out why money was deducted if I canceled & also to check the status of my refund request & I was told my policies were already canceled on ********(1 day before the notices went out)& my $330.98 was refunded same day. I asked them to refund my $195.25 & to put a stop payment on the $330.98 & reissue because I didn’t receive it, they told me they can’t do anything until 21 days. I was told to call back on ********. On ******** I called & was told the check for $330.98 was already cashed, but not by me. How can they cancel the policies without me knowing, if they were canceled why deduct the money? Why not void the check when I asked because clearly it got lost. PLEASE HELP! It seems there is nothing they are trying to do to resolve, instead I am getting the runaround!

  

  Business Response

  Date: 01/14/2025

  We received your complaint from the Better Business Bureau.  Due to privacy regulations, we have forwarded these concerns to the appropriate department to research and correspond directly with the insured.  Thank you for bringing your concerns to our attention, and for your patience while we explore this matter.  

  

  Business Response

  Date: 02/20/2025

  The department handling this concern completed its review on ******** *** ****, and mailed correspondence to the consumer.  Aflac considers this issue resolved. 

• Initial Complaint

  Date:01/13/2025

  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.

  Aflac has been charging our bank account for policies that have not been approved or renewed. Contacted the company and they do not want to refund the money. One of Aflac employee is creating policies without our OK or signature. No one seems to be able to help us or call back. This is fraud.

  

  Business Response

  Date: 01/14/2025

  We received your complaint from the Better Business Bureau.  Due to privacy regulations, we have forwarded these concerns to the appropriate department to research and correspond directly with the insured.  Thank you for bringing your concerns to our attention, and for your patience while we explore this matter.  

  

  Business Response

  Date: 02/04/2025

  The Policy Holder Services department completed its review of your file on ******** ** ****, and mailed correspondence explaining its decision to the address on file. Please allow up to 10 days to receive our mailed correspondence.  Aflac considers this issue resolved. 

• Initial Complaint

  Date:01/06/2025

  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.

  ******** - I have been trying nonstop to get the issue with my automated debits resolved with AFLAC Group Insurance ever since ******** ** ****. It is almost a year later and every time they say the matter is resolved, it is NOT resolved! I have included multiple documents with proof of my never-ending battle with these people. I even tried to get insured through another company and quit AFLAC, but apparently, I have pre-existing conditions that make me uninsurable to all the other insurance agencies. I am absolutely TIRED of trying to resolve this problem with AFLAC directly. I need assistance, please.

  

  Business Response

  Date: 01/06/2025

  We received your complaint from the Better Business Bureau. Due to privacy regulations, we have forwarded your concerns to the Policy Service department to research. You will receive a mailed response from us upon completion of our investigation. Thank you for bringing your concerns to our attention and for your patience while we explore this matter.

  

  Business Response

  Date: 01/28/2025

  The Policy Service department completed its review of your file on ******* **, **** and mailed correspondence explaining its decision to the address on file. Aflac considers this issue resolved.

  Customer Answer

  Date: 01/28/2025

  I have not heard directly from AFLAC. Please keep trying.

  V/r, 

   

  ****** ******** **** 

  

  Business Response

  Date: 01/28/2025

  Our records indicate that this situation has been resolved. Correspondence has been mailed on ********.

  Customer Answer

  Date: 02/03/2025

  
  Complaint: ********
  
  I am rejecting this response because: I just received their mailed letter response dated ******* on ******. I reject their response because they have said the exact same thing in 4 different mailed responses and the "fix" is never resolved. I never get auto-debited like they keep saying will happen. The date for auto-debit comes and goes all 4 times so the problem STILL EXISTS and the auto-debit never occurs as requested. See attached responses, along with 2 "audit letters" dated ********** (last 2 pages of the attachment here.) 
  
  Sincerely,
  
  ****** ******** ****

  

  Business Response

  Date: 02/05/2025

  Our records indicate that this situation has been resolved. We appreciate your patience and apologize for any inconvenience.

  Customer Answer

  Date: 02/05/2025

  ********* ****

  Good Afternoon, 

  As proven by how many times AFLAC has stated the issue was resolved in the exact same language used four (4) different times, and yet the problem still exists. I will not trust this issue is resolved until the automated debit actually occurs. See attached copies of all 4 responses from supposedly being "resolved" previously. 

  V/r, 

   

  ****** ******** ****

  Customer Answer

  Date: 02/05/2025

  
  Complaint: ********
  
  I am rejecting this response because: As previously stated, they have said the issue was a resolved 4 other times and yet the problem was NOT resolved any of those 4 times. I will not consider this issue resolved until an automated debit actually occurs once more. 

  I've been told my account was behind by one month's payment and why it did not debit automatically because I believed the issue was resolved and therefore did not manually submit a payment that following month. I've also been told my account is at zero balance, which is why the auto debit  is not occurring, so it's always some excuse why the auto debit does not occur. They have my "corrected bank information" since ******** ****. 

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

• Initial Complaint

  Date:12/23/2024

  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.

  We are a employer who offered Aflac coverage through our cafeteria plan. Two months before our policy year end our new Aflac Agent ******* ***** contacted me to set up a open enrollment meeting for the renewal year. I advised her that there were no other interested parties and that a meeting was not necessary and she then informed me the *** required this or else we had to switch to our two participants to direct billing. Which I confirmed with other agents that this is not true. She then began the process to switch the participants over during a enrollment year which I didn't realize would have negative tax implications to my Team members since we have a pre tax deductions. I then went through the process of getting the two participants switched back over to going through payroll again. It toke 5 months to get Aflac to switch this back and cancel direct billing for the two participants as well as provide them with a refund. However, recently my one employee learned that Aflac has been deducting for AFLAC Always which they never knew they were enrolled in. They have withdrawn over $700 over the course of 2024 and won't refund it because it is past the grace period. Our organization has filed a complaint with Aflac reference number: ******** and after following up many times they must have resubmitted a new ticket number for this see *****. This complaint was to reference the false statement the agent L****** P**** made regarding the *** requiring enrollment meeting. I received no assurances this won't happen again and I'm very upset with how much work my employees have since had to go through to get this made right now even a year after the cancellation. It is my hope that by documenting this on bbb that it will save other organizations the time and hassel of working with this company. We switched to a different carrier and have had no issues. It is my hope that Aflac will respond on here and refund my employee the money back that shouldn't have been deducted.

  

  Business Response

  Date: 01/13/2025

  The department handling this concern has completed its review on ******* ** ****, and sent correspondence to the consumer. Aflac considers this issue resolved.

  

  Business Response

  Date: 01/14/2025

  Aflac has thoroughly reviewed the consumer’s concerns and stands by the decision reached during the resolution of the concern.

  The department handling this concern has completed its review on ******* ** ****, and sent correspondence to the consumer. Please allow time to receive our mailed correspondence. 

  Customer Answer

  Date: 01/27/2025

  
  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.
  
  Sincerely,
  
  ******** *******