AFLAC Customer Service Issues

I have noticed that I keep receiving bills dated for August 1st, despite updating my credit card information and re-enabling automatic payments. I have already settled the August bill, which is the third time I've had to do so. I addressed this issue with a customer service representative, and the transaction number is H15M1B4. The continual automated mailings are becoming quite bothersome. The experience with your automated phone system has been frustrating, especially when scheduling a callback that never occurred. As a customer for many years, I used to find it easier to contact you. It is unreasonable to expect customers to endure such long wait times. Hiring additional staff to manage your phone lines should be a priority. Please confirm if my account is current, as the latest letter I received states it is my "FINAL NOTICE." Due to my age and limited computer access, dealing with these matters has been challenging for me.

Hello, my name is Debbie Johnson. I have been trying since 9 o’clock this morning to contact you. I only managed to speak with one person, but I don't think she knew what she was doing. My username was set, and the lady who instructed me to reset my password sent me a link. I reset my password, and it worked initially, but now it is not functioning on Google Chrome or any other website. I've attempted to use Google and Google Chrome. I am feeling very frustrated as I have never encountered this issue just to access a website. I am extremely stressed out and considering cancelling my subscription. I have already submitted claims, but they were incorrect regarding the dates I was hospitalized. I am trying to resubmit my claims, but I am unable to log in with my email or username. I require prompt assistance as I shouldn't have to repeatedly call without receiving a response or the promised call back within 15 minutes. I hope this message helps.

I am struggling with cancer, specifically leukemia, and am uncertain about whether to proceed with a lump sum payment or wait for further guidance. Recently, I have also been diagnosed with breast cancer. Considering my health situation, I am seeking advice on potentially pursuing a lump sum claim. Spending countless hours on hold and dealing with email transfers has been draining, especially with my health complications like my stroke and memory issues. At 71 years old, I am finding it challenging to navigate the online processes and would greatly appreciate assistance from a real person who can guide me through important decisions, help with form completion, and send them to me via email. Your support in this difficult time would mean a lot to me. Thank you. MN.

I received a letter stating that our cancer and intensive care insurance was being changed to Ralph T. Catterton instead of Mike's Paint & Body Shop, along with a mention that we were past due. However, I have always been on time with payments. I sent a check #[redacted] for $42.44 on 10/22/21, which cleared on 10/28. The previous month, I paid online on 9/30/21, and the check cleared on 10/4/21. I wish to keep paying $42.44 by check each month, or sometimes online, even though that method is unreliable. Our policy numbers are A[redacted] and A[redacted]. I prefer not to make electronic payments and would like to mail a check by the first of each month. Please avoid canceling our insurance as we resolve this issue. I have always been punctual with my payments. Thank you, K. Catterton

I've been attempting to register, but keep encountering this message: "We weren't able to find your policy information. Please verify the information entered and try again or connect with us. Note: If you recently enrolled in Aflac coverage, it could take a few days before your account is available." Error code: [redacted] - AflacTransactionId : 39c4ad1e-43e8-48c7-80c1-69ef3d76d471 Despite being a customer for many years, I can't access my account. The claim of 24/7 availability seems false as I've been trying to reach a representative for two days without success. I'm extremely frustrated and disappointed with the interface and overall customer service from Aflac.

I scheduled a call back for November 10th, but never received it. I've been trying for over 30 minutes to reschedule, but the system is not working properly. It's frustrating that I can only schedule a call back for Saturday when you're only open Monday to Friday. Has COVID affected your services this much? My account number is #P0J7E102. My name is Patrick Howell born on June 4th, [redacted]. I had hip replacement surgery on February 1st, [redacted], and I've only filed claims for my initial chiropractor appointments, injections, MRI, X-rays, physical therapy, and doctor follow-ups related to this. I'm looking for guidance on what else I can file. My previous agent moved, so I sent an email last week to find out who our new agent will be. Please provide clear information on what is covered and the necessary documents for filing this one-time claim. I appreciate your quick assistance. Contact me at [redacted] if needed. Thank you.

I was previously on my ex-wife's policy, but had my own for 12 years before that. Since our divorce, I've been trying to get reinstated on my own policy. Despite calling nine times, I haven't received a straight answer or a resolution from anyone at Aflac. I'm disappointed by the lack of helpfulness from their staff. I aim to resolve this issue today before considering reaching out to the insurance commission for assistance. If you prefer to discuss this over the phone, my number is [redacted].

I've had three Aflac policies for over 20 years. In the past, a simple phone call was all I needed without any issues. Now, everything is automated, and I can't even get my SS# recognized. I've spent hours this morning trying unsuccessfully to resolve this. I was supposed to receive a call at 10:00 C.S.T, but no one called. I am supposed to get a call at 8:00 C.S.T., but being old-fashioned, I struggle with new technology. I am uncertain if the issue is due to lack of personnel or Covid, but older individuals who are not tech-savvy like me need to speak with a real person. Waiting for two days is too long.

I've encountered numerous problems with claim payments being processed. After being returned to the auditor three times, my claims now display as "paid" but remain "in review". Although the payments were supposed to be sent through ACH, they won't reach my bank until the status changes to "paid". Despite being assured it's a technical issue and I should wait another 24 hours, the system indicates payment was already made yesterday. This situation is becoming quite frustrating for me.

I am extremely frustrated by the lack of assistance I have received while trying to resolve my login issue with Aflac. Despite having multiple policies with them, I have been unable to access my account after a two-year hiatus. None of the provided phone numbers or troubleshooting steps have been successful. I have tried numerous times to update my information, but the system does not recognize my email, name, policy number, or security question. The "call back" feature only leads to a repetitive loop, and after scheduling a call back, I never received a response. I am at a loss after following all the provided instructions and contacting the support number. I am requesting a direct way to speak with a live representative to address my login problem. Your prompt assistance in resolving this issue would be greatly appreciated. Thank you.

I have two Aflac policies. I received an email from Aflac stating I had a message regarding a claim I submitted. I tried to sign into my Aflac account using my login ID and Password, but it keeps saying they are incorrect! I haven't changed this information since submitting my claims. Name: C. McIlwain Policy Numbers: P[redacted] and P[redacted] Date of Birth: 01/15/[redacted] Please reach out to me quickly.

I had to deactivate my credit card that was used for payments. I've been attempting to reach out by phone and was prompted to schedule a call. The call was set for 1:45 today, but I waited over an hour beyond that with no response. I have 2 policies and I'm worried about them expiring. I urgently need to speak with someone in billing to arrange for these payments without my new card number. Also, I agree that the automated phone system needs improvement.

During my husband's recent hospitalization and unfortunate passing, I reached out to have the insurance policy transferred to my name. The representative sent me a form requesting a death certificate and a UB04 form to proceed with the name change on the policy. I complied with the requirements as instructed. I am aware that Aflac covers a portion of the hospitalization expenses due to chemotherapy complications. I received a $17.00 check for the policy premium adjustment but have not yet received any reimbursement for the hospital stay itself. Despite contacting the company multiple times, I was informed that the necessary documents were not forwarded to the appropriate department for processing. It's been a frustrating experience trying to resolve this issue. - C. M., Policy No. A[redacted]

I mistakenly made a duplicate payment for my premium and would like a refund for one of them. Despite making numerous calls to AFLAC, I have been unable to speak to someone who can assist me with this issue. My name is M. McBride, and my Cancer policy number is 0B701705. I made a payment of $[redacted].40 on May 12th using my credit card and another payment via check on May 4th. I have documentation for both transactions. I am frustrated with the automated responses on the phone that do not address my specific problem. Please, can someone provide me with the help I need?

I am inquiring about the status of our account regarding the lost checks that were cashed by Aflac. I have copies of the cleared checks from our bank and want to ensure the issue has been resolved before sending our December payment. Could you please confirm that everything has been sorted out, or should I provide copies of the cleared checks? Thank you.

I received letters stating my four insurance policies for accident, hospitalization, special event, and short-term disability were at risk of being canceled due to non-payment. Despite trying to speak to a representative, I was unable to do so as my scheduled phone call on Saturday, 12-18-[redacted] at 2:15 pm went straight to a survey. I have been a loyal customer since [redacted], paying monthly lump sums from my SSA income until December 31, [redacted] when I had to switch to paying from my bank account due to personal circumstances. This sudden issue is causing me significant stress, especially after losing someone to Covid. I am considering reaching out to the Florida State Department of Insurance or the State Attorney for guidance on this matter.

I am having trouble accessing my online account as my personal information, including details about my BofA EDD card, was compromised. Recently, I underwent shoulder surgery which left me a bit confused. It seems someone tried to file a claim with Aflac using my information, but I did not authorize this. I spoke with my HR representative who received the form but couldn't fill it out without a doctor's note. I advised her to ignore it. I am looking for advice on how to protect my Aflac account from further unauthorized use.

I am having trouble reaching a live person at your company to discuss my outstanding payment. Your automated system seems to make it impossible to connect with a human, which is frustrating especially in urgent situations. I am considering switching to a different company that values direct communication with customers. It's concerning that a company operating in the medical emergency field lacks proper customer service access. If someone could please contact me, my number is [redacted], and my name is Sandra Mallett. My policy numbers are PJ397718 and PF646786. Email correspondence has not been sufficient for resolving this issue. Thank you.

I have been attempting to resolve my billing issue since August. Despite speaking to multiple agents three times, I have been reassured that the problem was fixed. Unfortunately, I am still receiving bills claiming non-payment. To address this matter promptly, please contact me at [redacted]0 or via email at [redacted] The lack of resolution is causing me significant frustration, and I am considering cancelling my policy as I have been unable to reach your customer service department.

I recently noticed that Aflac charged my credit card for the premium, although it is still being paid by my current employer. I will be starting a new job with a different employer on January 3, [redacted]. In early December [redacted], I contacted Aflac to update my credit card information in preparation for the change in employment. However, I am now seeing that the premium is being deducted from both my credit card and my current employer's payroll deductions.