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:05/09/2023

  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 policy with Aflac in February 2023 and have continued to be charged monthly despite calling to cancel every month since my initial cancellation. Each employee I speak with assures me that it has been cancelled, when it has not been and I continue to be charged.

  

  Business Response

  Date: 05/31/2023

  The Policy Service department completed its review of your file on ******2023 and mailed correspondence explaining its decision to the address on file. Aflac considers this issue resolved.

• Initial Complaint

  Date:03/15/2023

  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.

  *****/2023 $250.00 When I filed my wellness claim I choose direct deposit and added the bank account for **** ******* Credit Union but whomever processed the claim they sent it to the ***** *** **** my previous claim went in 2022. Now I am getting the running around on receiving the monies for the process claim which was not to a fault of mine. Now I have filed a complaint with your company twice not to receive an answer and your customer representative tell me a different story each time I call. The last time I called I spoke with a supervisor and I was told that I had to wait until *****/2023 to find out the results because the company is trying to recover the monies first before issuing the monies. Again this is not my fault and on your website there was no way to remove the previous account number because all it state is how you want to receive the claim after processing so I put my **** ******* Credit Union account. It's already hard to get through to anyone in group policy when a person call the wait time is over an hour or if selected to be call back its 2-3 days later. I tried the website Chat agent only to be told to use the group chat and when I did that I was told that all customer service agents are busy try again later. Again I filed a complaint with the company on twice but has not received any answer.

  

  Business Response

  Date: 05/30/2023

  The department working on your concern advised that their review was completed on ****.2023, with an update provided directly to the insured.

• Initial Complaint

  Date:02/17/2023

  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.

  Shana w***, came to my work I signed up in ******** a week later I called her and told her to cancel it I had other stuff going on she told me she would cancel it well as of today ******** **** **** she still hasn't canceled my account! They have taken money out of my account for the past 3 weeks they owed me $233.28 and she keeps telling me she's going to cancel it and she doesn't I talked to her today she told me oh I'll call and cancel it well I can't believe that so I want my money back her phone number is ###-###-#### I'm sending you the text that she sent me last week

  

  Business Response

  Date: 02/22/2023

  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 you. Thank you for bringing your concerns to our attention, and for your patience while we explore this matter.

  

  Business Response

  Date: 03/06/2023

  Our records indicate that our Policy Service Department has completed their review. A detailed letter has been mailed. We consider this situation to be resolved. 

  Customer Answer

  Date: 03/07/2023

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

• Initial Complaint

  Date:02/17/2023

  Type:Order 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.

  I filed a claim for disability, my policy clearly states that I should receive $2400. Due to an error on Aflac's part I received only $326. I reached out several weeks ago and was informed that this would be corrected; I have reached out several times and am simply told that there are no updates. I am under the impression that this issue is simply being ignored in hope that I will forget or give up, this issue needs to be resolved, it has been going on for too long.

  

  Business Response

  Date: 02/22/2023

  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 you. Thank you for bringing your concerns to our attention, and for your patience while we explore this matter.

  

  Business Response

  Date: 03/08/2023

  Our records indicate that our Claims Department has completed their review. A detailed letter will be mailed to the address on file. Please allow time for receipt. We apologize for any inconvenience. We consider this issue to be resolved. 
  

  Customer Answer

  Date: 03/09/2023

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

• Initial Complaint

  Date:01/31/2023

  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.

  This is a demand for reimbursement of $4,821.60 with interest for Aflac premiums paid between 2015 and 2022 for two policies ********* *** *********. Email sent to CEO attached. ******** my wife and I moved to ******* ******** Emailed Aflac and asked: “Currently, I am living in ****** for my job and ** *** **** ** ******** **** ** ****** ** *** ****** ******* What is the impact of my current living situation on Aflac's ability to pay out a claim?” Aflac employee (K5G) responded the same day: “According to our records, Aflac policies are portable. When a claim is filed [sic] we will need the itemized bill for a covered claim to be reviewed.” Based on Aflac’s representation, we continued paying premiums for 7 years. ********: Chatted with Aflac representative, who said the policy is invalid while residing abroad. After I informed the representative that we've been paying these policies for the 7 years in detrimental reliance on Aflac's email from ******** he said we should confirm the details with our agent* ** ***** ******** Our agent spoke with Aflac; Aflac instructed our agent to request a refund for premiums paid while we have been living abroad. Our agent drafted and sent in a letter on my behalf. ********* Followed up with agent. Aflac told him it would be going out in the next days. ********: Called Aflac. Aflac said that a response should have gone out by ******** and to call back if I had not received anything by ********* ********: Called Aflac. The representative, Chastity, said customers cannot contact the policy services department. When I asked to speak with a supervisor, she informed me this was also not possible but requested that a supervisor call me back within 24-72 hours. No one called. We filed a formal complaint with Aflac ********* The email indicated that the Policy Service Department would respond by ********. No response was received.

  

  Business Response

  Date: 02/21/2023

  Thank you for giving us the opportunity to answer your recent complaint. Unfortunately, we require additional time to resolve the issue(s). Please know we are diligently working on your concerns and require an additional 15 days to fully review the complaint.

  
  If you have any questions, please do not hesitate to reach out to us at [email protected]. We apologize for any inconvenience.
  

  Thank you for your continued patience.

  

  Business Response

  Date: 03/16/2023

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

  Customer Answer

  Date: 03/17/2023

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

• Initial Complaint

  Date:01/03/2023

  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 signed me up for many policies WITH automatic paycheck deductions through my work ****** *** Co. Once I realized these policies weren’t useful for me (Short Term Disability, Accident Policy, Life Policy, etc) I cancelled them at Aflac in *** *** Aflac is still taking the automatic payments from my paycheck. This has now become UNETHICAL and they own me for all the payments they have taken since the cancellation.

  

  Business Response

  Date: 01/05/2023

  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 you. Thank you for bringing your concerns to our attention, and for your patience while we explore this matter.

  Customer Answer

  Date: 01/11/2023

  
  Complaint: ********
  
  I am rejecting this response because: They have NOT RESOLVED ANYTHING; saying they are reviewing the matter. 
  
  Sincerely,
  
  ***** ***

  

  Business Response

  Date: 01/17/2023

  Our Policy Services Department has completed their review. A detailed letter has been mailed providing the outcome of their review. Please allow a few ***s for receipt. We appreciate your patience. We consider this situation to be resolved. 

• Initial Complaint

  Date:09/29/2022

  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 ****************** with Aflac. I had a car accident on *****************. I filed a claim on ***************** with all the required documents. Then the claim was approved on *****************. However, I have yet to receive payment via direct deposit. I have called Aflac customer service department at least 7 times. Although the customer service representatives were very kind, they could only send an expedite to the claims department, who release the funds. After more than 2 weeks, multiple representatives, more than 2 expedite, the claims department still have not released payment.

  

  Business Response

  Date: 12/01/2022

  Business Response /* (1000, 11, 2022/11/08) */ 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.

• Initial Complaint

  Date:09/15/2022

  Type:Customer Service 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.

  Ive been trying to get Aflac to cancel my account with them. They're giving me the runaround and I'm not getting any answer or result's. I lost my other job and can't afford it anymore. My policy is a group policy. My policy number ************************************************************************************************************************************************************************** Can you please help me get this account closed.

  

  Business Response

  Date: 10/04/2022

  Business Response /* (1000, 8, 2022/09/21) */ 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:09/08/2022

  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.

  On **** *** **** I filed a claim with AFLAC which I pay myself every month because my job did not offer it I just had ***** ******* and I have been out of work since **** *** **** AFLAC states that the policy is they pay for a claim 4 to 5 days after you file well AFLAC has not paid me one cent and since July they have been giving me the runaround every time I call is a different person and I am told a different story since July they've been asking for physicians notes and dates of service which have been sent and submit it to AFLAC be in the same doctors and physicians reports over and over again and I still have not received a response nor have I received any money from AFLAC I feel like this is a scam that AFLAC is running taking peoples money every month and then when you file a claim you get no payment and you just get the runaround I would like BBB to get involved and investigate this claim and actions

  

  Business Response

  Date: 09/12/2022

  Good afternoon, We are unable to locate the policy/certficate information based on what we have received.
  If she is the policyholder, can you please obtain a policy or certificate number from Ms. ********* ********* we have multiple in our systems and we are unable to match the address. In order to avoid a potential HIPPA violation, we will need either her social security number or her policy/certificate information. Thank you.

  

  Business Response

  Date: 12/14/2022

  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.
  

• Initial Complaint

  Date:08/16/2022

  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 had Aflac for 2 years and I did not know how it worked to file for a benefit claim. I found that I was supposed to file claims for my Dr. visits and be paid a wellness benefit, so on June *** 2022 I filed 13 claims going back for the 2 years I had Aflac. I had called them and was told I could do this. I downloaded the App and filed 13 claims. Within 2 days I was paid $320.00 for 4 claims filed. I could see on the app that it said I was to be paid $590.00, so I waited. On July ** 2022 I called Aflac to inquire about the remaining $270.00 the app said had been paid to me. I was told the checks had been sent out on June 12, 2022, but I never received them. I was told the checks would be reissued to me and to wait 10 business days to get them. I called back on July *** 2022 to let them know I still had not received the checks. Now I found out that Aflac had a wrong address for me in the system. I live in ** where the first check was sent and they had my address as *** The address was corrected and again I was told to wait 10 business days to receive the checks. I called back on August ** 2022 and talked to an associate and I asked to talk to a supervisor. No supervisor was able to talk to me but I was told I would get a call back that same day by a supervisor and I did not. I called back on August ** 2022 ans again requested a supervisor to talk to. After an hour on the line, I was given a supervisor to speak to. She gave me her personal extension to call and asked me to call back in 48 hours so she could let me know what was going on. I waited the 48 hours and called her back on August ** August *** August ** and today, August ** and left my name and phone number asking her to call me back each day. I received no calls back. Today, August *** 2022 I again called Aflac and explained it all to an associate again. I was told a supervisor will call me back by the end of today. I also filled a grievance with Aflac by email on August ** 2022 and

  

  Business Response

  Date: 09/09/2022

  Business Response /* (4000, 8, 2022/08/29) */ The department working on your concern advised that their review was completed on August *** 2022, with an update provided directly to the insured. Consumer Response /* (3000, 10, 2022/08/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did get paid from Aflac but no apology and was told the reason I did not receive the checks owed to was was because I provided the wrong address multiple times. I was shown no proof of this and find it hard to believe that I put in a wrong address for myself multiple times.