Complaints

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

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American Fidelity Assurance Company has 6 locations, listed below.

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  American Fidelity Assurance Company

  9000 Cameron Pkwy Oklahoma City, OK 73114-3701

  
• 

  American Fidelity Assurance Company

  500 Pleasant Valley Dr STE B Little Rock, AR 72227-2137

• 

  American Fidelity Assurance Company

  1500 Urban Center Dr Ste 440 Birmingham, AL 35242

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  American Fidelity Assurance

  3649 W Beechwood Ave Ste 103 Fresno, CA 93711-0693

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  American Fidelity Assurance Company

  500 Pleasant Valley Dr STE B Little Rock, AR 72227-2137

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:05/29/2025

  Type:Product 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.

  To Whom It May Concern: I am writing to formally appeal the recent denial of my claim with American Fidelity. I ask that you carefully review the full context of my situation, as I strongly believe the decision does not align with either the letter or the spirit of your policy, especially considering the unique circumstances I faced. As a long-standing policyholder, I have always met my obligations, both in good faith and in accordance with your requirements. In this case, I followed every step required for a workers’ compensation claim, which placed me in a difficult position. If I had followed American Fidelity’s claim guidelines instead of those mandated by workers’ comp, I would have been denied by workers’ comp entirely—leaving me with no support at all. This forces a deeply concerning question: must employees now choose between following proper workers' comp protocol or meeting American Fidelity’s expectations? To clarify: I was injured on a Friday evening. The designated workers' compensation clinic (Concentra) was already closed. I physically presented myself at the clinic on Monday, the next available opportunity. Due to the clinic’s high volume, I returned first thing the following morning to ensure I could receive proper treatment. I have provided photo evidence and an email from a witness confirming I was there in person within the required 72-hour window per policy. It’s important to note that I am a police officer, and Concentra is the only facility permitted to treat me under workers’ comp. I had no control over their hours of operation, and I acted with diligence, urgency, and in good faith throughout this process. I respectfully request that American Fidelity reconsider this denial, taking into account the totality of the circumstances. I did not delay treatment, I followed protocol to the best of my ability, and I upheld both my responsibilities to workers’ comp and to American Fidelity as a policyholder. Thank you

  

  Business Response

  Date: 06/03/2025

  We reviewed our records and found that on April 9, 2025, you contacted customer service on multiple occasions. On May 21, 2025, you submitted a claim requesting benefits for Injuries you sustained in an April 4, 2025 Covered Accident that were initially treated on April 8, 2025. On May 22, 2025, we provided applicable policy benefits in accordance with the policy provisions. You asked if we could make an exception to the language of certain benefits which require treatment is received within 72-hours of a Covered Accident. While we understand that circumstances may have occurred which were beyond your control, benefits are provided based on policy provisions, and we are unable to make exceptions. We will provide a more detailed written response directly to our customer.

• Initial Complaint

  Date:05/20/2025

  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.

  I have submitted an invoice from ***** Diagnostics which has twice been denied. Along with the invoice (attached) I have also submitted the lab order which specifies the work done (attached). This is a lab order from a licensed physician for medically necessary purposes in order to monitor the health of our chronically ill disabled daughter. Your denial letter asks for "the provider name (which is *****) the patient name (clearly present on both the lab order and the bill) description of service (defined on the lab order) and date of service (provided on the invoice). Continued denial of this claim is arbitrary and capricious, especially when compared to previous approval of other submissions.

  

  Business Response

  Date: 05/27/2025

  Healthcare Flexible Spending Arrangements are Internal Revenue Code medical reimbursement plans that allow participants to deduct wages on a pre-tax basis to pay for eligible medical expenses, also on a pre-tax basis.  Because of the tax advantages of these plans the Internal Revenue Code (IRC) section 125 includes detailed requirements for these plans. Accordingly, we administer these plans very carefully to help ensure no IRC requirements are violated
  

  The IRC regulations require that for reimbursement to be approved, you must provide information from a third party that documents several specific items, including the services provided.  Based on the information available to us, the billing services document submitted for date of service May 13, 2025 does not provide all required information.  While there is a diagnosis code on the lab order, the Billing Services printout is an online credit card receipt showing patient, date of service, diagnosis code, and amount, but is missing the description of the service/product.  Without all required information, the claim cannot be approved.
  

  Prior to the above claim, there was another claim submitted from ***** Diagnostics that included a lab form showing the description of the service.  This claim was processed and approved because it contained all required information. 

  Customer Answer

  Date: 05/29/2025

  Complaint: ********
  
  I am rejecting this response because:

  it is clear from the evidence submitted that the charge for the services described in the lab order for the identified patient are a match to the services provided.  American Fidelity is holding money that does not belong to them and is refusing to refund the charged amount despite proof offered that the bill incurred was for legitimate medical reasons by and for the identified patient.
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 06/03/2025

   As previously stated, the description of the service/product was missing from the Billing Services printout.  However, our billing department was able to contact the provider and validate the payment was for eligible lab services.  This charge has been approved and reimbursed. 

  Customer Answer

  Date: 06/03/2025

  
  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,
  
  ******* ******

• Initial Complaint

  Date:04/22/2025

  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 am writing to formally address an ongoing and unresolved issue. Despite multiple attempts to contact your office, I have not received any response to my inquiries. I previously reached out on the following dates regarding concerns with my account: Wednesday, July 24, 2024, at 9:41 AM Sunday, September 22, 2024 Wednesday, January 1, 2025, at 1:01 PM Wednesday, February 26, 2025, at 10:55 AM These messages were in reference to [briefly state the nature of the issue, e.g., "unauthorized deductions from my paycheck" or "questions regarding my policy"]. Unfortunately, despite repeated follow-ups, I have not received any acknowledgment or assistance. Given the continued lack of response, I am formally requesting: Immediate cancellation of, and A full reimbursement of all charges deducted, which currently total approximately $1,296 over the past two years. This situation is unacceptable and must be addressed without further delay. Please confirm receipt of this message and provide a full resolution within three (3) business days. If I do not receive a timely response, I will have no choice but to escalate this matter through additional channels. Thank you for your immediate attention.

  

  Business Response

  Date: 04/28/2025

  In our review of your account, we found on January 8, 2025, you called to confirm your benefits.  No request to cancel was made during this call.  On April 22, 2025, you sent an email to the sales department stating you had made multiple inquiries.  The sales associate notified you we had no record of any inquiries and requested that you forward any correspondence you had for our review.  You did not provide any correspondence but requested cancellation of your policy.  Prior to the email received on April 22, 2025, we had no record of a request for cancellation.  Coverage was provided and paid through April 2025.  Your policy has been terminated at your request effective May 1, 2025.  We  believe this matter to be resolved.  

• Initial Complaint

  Date:04/05/2025

  Type:Product 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.

  Cancer policy lapsed without any contact notification for American Fidelity. I received nothing from American Fidelity in the way of a phone call, mail or email letting me know of an issue with the policy. All my contact information was correct on the web site ( email, address and phone). Policy lapsed on *****, I found out on 4-25 as I was filing a wellness clam with the company. I called them and was told the ** that was set up for auto payment was no longer good. This ** was compromised and a new card was issued with a different account number. I originally had this policy with American Fidelity through work for around 8 years. When I retired in 2022, I was unable to keep the disability part of the insurance, but was able to change the cancer policy to a private policy instead of a group policy. The cost of the policy doubled as expected. After calling the company on 4-25. I was told they should be able to reinstate the policy but needed to call me back. On the call back, I was told unfortunately the policy was lapsed for too long. I asked about a new Cancer policy and was told they no longer offer it in the state of **** where I live. HOW CONVENIENT FOR THE COMPANY, NO NOTIFICATIN BY THEM TO ME AND NO WAY FOR ME TO RENEW MY POLICY! After years of paying them for cancer coverage without a cancer claims. There is no confirmation of them trying to reach out to me. Registered mail, email, phone or all three would be nice to see. Some type of tracking that they tried to at least contact me. Not just them telling me they sent a letter in the mail, with no proof. Had I known of a ** issue, I would have corrected very easily to keep the policy in force after all these years.

  

  Business Response

  Date: 04/11/2025

  We reviewed our records and found that your policy premium was paid through recurring credit card payments beginning in 2022. We notified you in a letter dated October 22, 2024, that your recurring credit card payment was unable to be processed and requested you arrange payment to continue coverage. No payment was received and your coverage lapsed effective October 1, 2024. You called us on April 4, 2025, and requested continuation of your coverage. Based on the length of time your policy had been lapsed and in accordance with our standard process, we advised that your policy was not eligible for reinstatement. After receipt of your complaint, we reviewed the situation and decided to allow an exception. On April 10, 2025, we contacted you and advised that a reinstatement exception would be allowed. You provided a premium payment to bring your policy current and we assisted you in setting up a new recurring monthly payment beginning May 1, 2025. We consider this matter to be resolved. 

  Customer Answer

  Date: 04/14/2025

   
  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,
  
  ******* ******

• Initial Complaint

  Date:03/26/2025

  Type:Service or Repair 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 company has been "investigating" a claim for 3 months. I have cooperated fully and explained the situation in detail. No one in the company will communicate with me regarding the investigation but the investigator and he REFUSES to call me back. I have called him over 50 times and left voicemails. When he does communicate with me via email it is very vague and never answers my questions. Here is the situation:They are investigating a claim I did not personally submit. Over dinner one night I was explaining to my family that the only positive thing about getting a mammogram was that I would be able to get money back. My husband asked how- and I explained how easy it was to file under our cancer policy through this company on the **** (My kids have seen me file a claim many times). I explained we could submit for every family member if they had x-ray, colon screening, mammogram, pap smear, etc. My kid proceeded to file multiple claims thinking we would get a lot of money back. I, admitted it was my fault for not protecting my account, however it wasn't done out of maliciousness. It was a kid being a kid and didn't understand the consequences. I have had policies with them since 2008 and have paid them almost $60,000. (over $300 a month not counting the life insurance policy I took out). I am not sure why it takes 3 months to investigate one incident of incorrect claims when I explained in detail what happened. I am not sure why the investigator refuses to speak to me on the phone. I am not sure why a long standing customer would not get the benefit of doubt when nothing like this has happened before. Legal counsel seems to think they are dragging feet for personal reasons because I have questioned them on previous claims. One mistake, in which I did not personally do, would not constitute for this long of an investigation, especially when I was honest from the start. I am still paying $300 for a frozen account.

  

  Business Response

  Date: 04/02/2025

  As mentioned in responses to our insureds BBB complaints received on January ******* and January 28, 2025, this is regarding an ongoing investigation and,therefore, we are unable to provide a comment. Additionally, as advised in our response to our insureds January 28, 2025 complaint, our insureds account is not frozen. Furthermore, our insured has been provided weekly updates regarding the investigation, and we are currently awaiting a response from our insured to a correspondence mailed to her on March 27, 2025. For a case update, we welcome our insured to contact the Investigator assigned to her case at ************. 

  Customer Answer

  Date: 04/02/2025

   
  Complaint: ********
  
  I am rejecting this response because: I have called and ** ******** 50 times and he will not return my phone call.    
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 04/08/2025

  As mentioned in responses to our insureds BBB complaints received on January *******, January 28, 2025, and April 2, 2025, this is regarding an ongoing investigation and, therefore, we are unable to provide a comment. However, our records indicate that we have remained in contact with our insured throughout the duration of the ongoing investigation. For a case update, we welcome our insured to contact the Investigator assigned to her case at ************. 
  

• Initial Complaint

  Date:03/18/2025

  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.

  American Fidelity is committed to no one but themselves. I recently got denied a claim for short term disability in which they deemed pre existing condition. I have had long term disability through my employer since day one and mistakingly over looked that I didn't have short term. So I took out short term to start this year (2025). When I signed up for this policy it was never explained to me about pre existing, instead he focused more on trying to sell me more policies. Also when I signed up for the short term disability policy non of these conditions existed and how can I predict them to happen. In my honest opinion anything that happens after you purchase the policy even if the conditions exist before the start date of the short term disability. I am the only income for my family and feel that Fidelity is using a loop hole to avoid paying out on a policy. I have been on **** for this injury. Yes it is an injury. So if a policy gets shot in a shoot out by their policy didn't take effect yet that they aren't going to cover them. I have used up all of my PTO time. Also the insurance with my employer takes effect on the first of the year, however I work for a school and am off in the summer and school starts in late August. I have contacted Fidelity and they haven't responded back to me. I have had issues before with Fidelity where I had to jump through hoops to get paid back on claims for medical reimbursements.

  

  Business Response

  Date: 03/21/2025

  Based on the information available to us, our insured submitted a claim for disability benefits. We have not yet denied his claim. Due to our insureds recent effective date of coverage, it is necessary to conduct a Pre-Existing Condition review as his Policy includes a Pre-Existing Condition Limitation for the first 12-months of coverage. Information about the Pre-Existing Condition Limitation is on the brochure he received, policy application he completed, and in the policy he received. We will continue to stay in contact with our insured about his claim.
  

• Initial Complaint

  Date:03/03/2025

  Type:Product 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 two accident claims that are still pending with American Fidelity long past the suggested 7 business day processing time. American Fidelity requested that my provider's submit medical records directly. The providers have done that multiple times. I have an email with proof that the records were sent directly to American Fidelity on 2/28/25. On 3/3/2025, I received another *** asking for the same records that have been sent. However, this *** confuses the accident dates and providers. I am seeking payment for an accident occurring 1/23/25 for ******* ***** and 2/4/2025 for **** *****. I have fulfilled all of ** requests, as have my providers. I am seeking help getting them to pay my claims.

  

  Business Response

  Date: 03/07/2025

  We reviewed our records and found that we received separate claims on January ******* and February 4, 2025, requesting accident policy benefits. After review of the claims, we determined further information was needed for benefits consideration. We worked with you and your providers to obtain additional information. However, inconsistencies in the information received required further clarification. On March 6, 2025, we completed our review and processed your claims, providing applicable policy benefits. Based on our review, your claim was processed in accordance with your policy provisions. We believe this matter to be resolved. However, please contact our *************************** should you have any questions. 

• Initial Complaint

  Date:02/20/2025

  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.

  RE: Denial of Claim: FORMAL COMPLAINT In a recent denial of a claim, your company provided the following statement:A letter of medical necessity is required from your treating physician for this item to be eligible. Resubmit with a letter from your provider indicating the specific diagnosis, treatment needed, and how treatment will alleviate medical condition.We immediately obtained the request letter and resubmitted the claim. It was again denied, because the letter was not dated prior to the purchase being made. PLEASE NOTE: Your denial did NOT at any point in any way state that the medical necessity letter had to be dated prior to the expense. In short, we did everything EXACTLY as requested. You do not get to make up the rules as you go along, especially when it is our money which you are ************** is obvious that American Fidelity cannot be trusted as a custodian of the funds given to them for the sole purpose of legitimate medical expense. We submitted this legitimate claim in good faith and followed your directions, and were still denied. I want this decision reversed, and immediately. It is not our fault that American Fidelity did not provide a full disclosure of requirements in your denial letter.

  

  Business Response

  Date: 02/25/2025

  Healthcare Flexible Spending Arrangements are Internal Revenue Code medical reimbursement plans that allow participants to deduct wages on a pre-tax basis to pay for eligible medical expenses, also on a pre-tax basis.  Because of the tax advantages of these plans the Internal Revenue Code (***) section 125 includes detailed requirements for these plans. Accordingly, we administer these plans very carefully to help ensure no *** requirements are violated.
  

  Based on information available to us, on February 18, 2025,a claim was submitted for a purchase from October 14, 2024.  In order to meet the *** regulatory requirements, the purchase required a letter of medical necessity from a medical provider  to substantiate that the expense was an eligible medical expense. The claim was denied as the letter was not submitted with the claim.  We have worked with the participant and received the documentation required by the *** regulations.  This expense has been reimbursed. 

• Initial Complaint

  Date:02/07/2025

  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 been attempting to cancel an accident policy, as I already have one through another company. I have been attempting to do this since the middle of December 2024. I have contacted them multiple times and keep being told my representative will call me tot cancel in a day or two. I have yet to hear from my representative. I have now been told that it is too late to cancel, because the plan year has started and it is a payroll deduction. I tried to get this done before the plan year started, the company drug their feet until the new plan year began. Also , I have a *** and it seems like every time I use the card it gets denied. I send in all the paperwork for the spending,but it is denied . There has even been occasions where it was approved with no paperwork and times disapproval with bunches of paperwork, it is just a lucky chance to get the spending approved. There is no consistency with this FSA. I am tired of trying to fight with this company,

  

  Business Response

  Date: 02/17/2025

  The accident coverage premium contributions our insured makes through payroll deductions are paid through an Internal Revenue Code (IRC) section 125 plan on a pre-tax basis and, therefore are subject to IRC section 125 requirements as well as the employers plan document. For coverage elected under a section 125 plan, elections for salary reduction must be made before the beginning of the plan year, are typically restricted to the enrollment period, and are irrevocable except for in very limited situations. Because our insureds initial request for policy cancellation was after his employers enrollment period, consideration of IRC requirements and coordination with our insureds employer must occur.  We will contact our insured shortly to discuss this issue.
  Regarding the insureds Healthcare Flexible Spending Account (Healthcare FSA) concerns, Healthcare FSAs are subject to specific rules based under IRC section 125 and the employers plan document. *** regulations do not allow expenses incurred in a prior plan year to be paid for using current plan year contributions. Our insured has used his Healthcare *** Benefits Debit card on three occasions during 2025 for expenses incurred in 2024. Accordingly, these expenses are ineligible for reimbursement from the 2025 plan year Healthcare FSA.  We have contacted our insured in attempt to provide options to handle these ineligible expenses. At this time, we have not heard back from our insured to correct these expenses. We invite our insured to contact us for further assistance.

• Initial Complaint

  Date:01/28/2025

  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.

  I enrolled in American Fidelity in May 1 2024 payment began being deducted out of my check. I had no idea that i would have to have surgery in the long run. I have been off work since November 15, 2024. I had to have surgery on my right **********************. My surgery was on November 20, 2024. I file for disability starting on November 15, 2024 to February 17, 2025 stated Doctor. I received a letter from American Fidelity on January 8, 2025 saying that my claim was denied loss claim. Now I have no money depending on my disability from American Fidelity my bills are all behind and all I can get is so sorry. I am in NEED for HELP BAD PLEASE HELP.

  

  Business Response

  Date: 02/03/2025

  Based on the information available to us, our insured submitted a claim for disability benefits. Due to our insureds recent effective date of coverage, it was necessary to conduct a Pre-Existing Condition review as her policy includes a Pre-Existing Condition Limitation for the first 24-months of coverage. After receipt of our insureds claim, we requested her medical records. Her medical records indicate that she received treatment within the 12-month period before her effective date of coverage for the same disabling condition. Therefore, her claim was accurately denied due to the Pre-Existing Condition Limitation. If our insured would like to further discuss this situation, we invite our insured to contact us.