Aflac Insurance Review & Complaints: Accident, Life & Illness Insurance (2024)

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Most of us can’t read the name Aflac without hearing the voice of a perky, helpful, and persistent white duck. That highly successful advertising campaign featuring a duck who quacks the Aflac name has made them one of the most recognized names in illness and accident insurance and earned it a place among those insurance companies whose mascots take on a life of their own.

But how does the company stack up when you are trying to compare life insurers? That’s what we want to help you learn in our Aflac Insurance Review & Complaints article.

Every insurance company has to live up to the promises made in advertising campaigns, and Aflac is no different. They promise fast, fair claims service and supplemental policy products that will help keep you afloat financially when an illness or injuries mean you can’t work.

The company’s supplemental insurance products cover the costs your major medical plan does not, including helping with out of pocket expenses for injuries, and sometimes even proving cash benefits. They are sold individually as well as through employers as voluntary benefits.

Being well known doesn’t necessarily equate to being a great insurance company, so we’ll take a look to see if the company is living up to what it promises. To make sure you have affordable Aflac insurance, you can compare rates using our tool.

What is Aflac?

Aflac, which stands for American Family Life Assurance Company, was founded in Columbus, Georgia. The company quickly moved away from basic life insurance, introducing the first cancer policies in 1958.

In 1964, the company narrowed its focus on workplace policies paid through payroll deductions. By the early 2000s, the vast majority of the company’s policies in force were purchased this way, making them a major player in the voluntary benefits market.

The insurer entered the Japanese market in 1974 and has been highly successful there, becoming one of the top insurers in Japan – number one when rated by policies in force. In the 1980s the company began using the now-famous acronym, and today few people even know what Aflac stands for.

The Aflac duck was introduced in 2000 and was originally voiced by Gilbert Gottfried, who was replaced in 2011. The duck quickly became one of the most recognized company mascots in America as well as in Japan, where he made his debut in 2003. By 2014, the company’s brand recognition had jumped from 11 percent to 94 percent, a huge increase attributed mainly to the ubiquitous duck.

In 2009, the company acquired Continental American Insurance Company, renaming it Aflac Group Insurance. This opened the company up to a wider market including individual and group policies.

The company is highly involved in charities and sponsorships. Some of their better-known contributions include the annual sale of the Holiday Duck, which sees all proceeds go to children’s cancer research, and their sponsorship of the Jackie Robinson Award to high school baseball players. The baseball award is presented at a charity event, with proceeds going to a children’s hospital.

Today the insurer writes a range of supplemental health and life policies and still does the vast majority of their business through payroll deduction policies. Products are offered through employers as group plans as well as individually.

In 2017, Aflac ranked number 126 on the Fortune 500. The also ranked number 91 on the Fortune list of Best Companies and made the list of the world’s most admired companies.

The company’s global headquarters remains in Columbus, Georgia. Policies are sold through independent insurance agents, and Aflac insurance quotes can be obtained by phone or via a quote request form on the company website.

What products does the insurer offer?

So, what is Aflac insurance good for? Well, they offer plenty of products. The company writes supplemental insurance policies, which means they are designed to provide financial support for those medical needs not covered by your main health insurance plan.

These products include accident insurance, short-term disability insurance, cancer insurance – which the insurer pioneered – and several other similar products.

Aflac’s big question to consumers is “What if you’re hurt and can’t work?” and they try to answer that question with their range of insurance products.

Can I get accident insurance?

Aflac’s Accident Insurance is designed to pay for the expenses that are not covered under a major medical plan in the event of an accident.

This plan also offers wellness benefit options, which will help to pay for routine preventative care that is not otherwise covered.

The company’s Accident policies include their One Day Pay plan, in which payments on covered claims can be paid out within one day in certain situations if the claim is submitted within the appropriate deadline.

If you are looking for an accident policy review, we’re sorry to say that there aren’t many Aflac accident policy reviews available online.

Many specific Aflac insurance policy reviews are hard to find online, including Aflac One Day Pay reviews and Aflac accident insurance reviews. Reviews on Aflac as a whole seem to be mixed to good.

Can I get life insurance?

The insurer offers basic whole and term life insurance policies that are designed to provide for final expenses as well as to provide some income for loves ones left behind.

The website doesn’t offer much detail on these policies in terms of coverage amounts or options but does state that there are simple issue products available that can be obtained without a medical exam or health questions. These policies are only available as workplace payroll deduction benefits.

An Accidental Death Benefit Rider that increases the payout to the beneficiary in the event of a qualifying accidental death is also offered.

There is also a juvenile life insurance policy available, however, details can only be obtained by contacting an agent.

Additionally, Aflac offers some health insurance as part of its supplemental insurance policy. Aflac health insurance reviews, along with most Aflac coverage reviews, are mixed to good.

What additional products are offered?

Cancer Insurance

This policy provides a range of cancer care coverage to assist with the high cost of treatments. The company offers options for lump-sum payments or for policies that payout based on the required treatment.

This policy also includes the One Day Pay option, although it may not always apply, depending on the situation. This coverage is also portable, which means it can be taken with you even if you change jobs.

There are a variety of Aflac cancer insurance reviews across the internet, so it is best to learn about the policies, then decide for yourself if they will work for you.

Critical Illness Insurance

The insurer offers a range of Critical Illness policies, including options that can be issued with no medical exam or health questions.

This policy offers coverage for medical expenses related to critical illnesses that require costly hospital stays and other care and helps to cover the expenses that are not paid by the policyholder’s main medical insurance policy.

Coverage options, like the cancer care policy, offer the choice of a lump sum payment that is paid out immediately upon diagnosis, or treatment-based payments. This second option will payout as needed based on treatment required as it is received throughout the illness.

Like the other policies, the company offers the One Day Pay option with this type of coverage as well, which would allow a policyholder to receive a payment within a day of diagnosis.

Hospital Coverage

The company offers hospital coverage that covers the various costs associated with a hospital stay that is often not included in standard health insurance coverage. Aflac offers a range of different coverage levels but doesn’t outline them on the website.

This type of coverage is also available with a no medical exam option that can be issued regardless of health status. Again, Aflac offers the One Day Pay option on hospital plans.

Short-Term Disability

Short-term disability plans replace a percentage of the policyholder’s income when they are unable to work for a period of time. This type of coverage is only available through workplace payroll deduction.

There are some guaranteed-issue options for short-term disability products, and they are renewable up to age 75. Although there is no One Day Pay for this type of policy, the company does promise an average of 4 days to pay out claims.

Dental Insurance

Few medical plans include any sort of dental insurance. Policies that cover both routine dental care, as well as treatments such as fillings, crowns, and root canals, are offered. There are also policy options that cover cosmetic dentistry and orthodontia.

Dental insurance plans are available in several levels of coverage. There are guaranteed issue policies available that can be obtained with no medical questions.

These plans can be used at any dentist, as the plan pays the policyholder directly. That means there are no networks and coverage doesn’t depend on which dentist you choose, unlike with HMO or PPO plans.

Vision Insurance

Vision coverage plans include a yearly eye exam and coverage for lenses, frames, contacts, and more.

Like the dental plan, there is no network. This means policyholders can choose the doctor they prefer to see. Again, benefits are paid directly to the insured.

There are a variety of plan levels available to choose from, allowing customers to select the plan that works best for their budget and needs.

The website does not provide a whole lot of detail regarding their products, just a brief overview of each. Visitors to the site are directed to call or be put in touch with an agent to get more details.

Although this isn’t entirely uncommon for a company that sells the majority of its products through workplace payroll deductions, it would be nice to see a little more information regarding their products.

Today’s insurance customer expects to be able to research the products they’re considering online, and the company’s website doesn’t provide enough information to allow careful comparison to the products available from other companies.

In general, there is some question regarding the use of policies like cancer and critical illness insurance; most such policies offer a modest payout in return for premiums that can add up quite a bit over time, even though they are small amounts on a monthly basis.

Many experts recommend looking at other ways of saving money for unexpected medical expenses – investments that can provide growth while also ensuring a financial fallback in case of a serious diagnosis. Adding riders to a life insurance policy is another option to consider that can be less costly than a separate policy.

It’s important to take the time to weigh how much you will pay into a policy versus how much you stand to gain in benefits if the day comes that you really need it, while also considering other options that could serve the same purpose.

Are the company’s prices and premiums competitive?

The insurer does not offer quotes online, and many of their policies are only available as workplace deductions. This makes it difficult to get an idea of what their premiums are like.

The website does use a gimmicky method of giving visitors to the site an idea of what they can expect to pay – at the bottom of each page you’ll find the duck letting you know that you can get life insurance for about the cost of a gallon of gas per week, accident coverage for about the cost of a box of bandages, and short-term disability supplemental coverage for the weekly cost of a movie ticket.

While this gimmick does help customers get an idea of how the money spent on insurance can be compared to commonly purchased items, it’s not really a reliable method of comparing rates.

Particularly with life insurance and other medical insurance, the cost can vary greatly. Age, lifestyle, health status, and other factors all have a big impact on rates. Average life insurance rates for non-smokers from other companies can be seen in the chart below.

Sample Annual Life Insurance Rates from Top Life Insurance Companies by Age, Gender, and Marital Status (Non-Smoker)

As a company that offers workplace deductions coverage, odds are good that Aflac does offer relatively affordable coverage. How they would compare to other companies is difficult to say without more information about the products; it seems unlikely that the company writes the type of term life policy that we usually use for our rate comparisons.

The site seems to indicate that they write policies with relatively low death benefit amounts.

Guiding Through Claims Handling at Aflac Insurance

Ease of Filing a Claim

Aflac Insurance provides multiple convenient methods for policyholders to file claims. One of the standout features is their SmartClaim system, which allows policyholders to file claims online through their customer account.

This online platform simplifies the claims process, making it quick and hassle-free. Policyholders can also download claims forms from the Aflac website, complete them, and then fax or mail them to the company.

Average Claim Processing Time

Aflac is known for its commitment to fast claims processing. They offer a unique feature called “One Day Pay” for certain types of claims. Claims submitted through the SmartClaim system before 3 p.m. E.T. on business days are often paid out as soon as the next day.

This expedited process sets Aflac apart in terms of claim processing speed. For other claims that do not qualify for One Day Pay, Aflac aims to process them within four days, which is still relatively quick compared to industry standards.

Customer Feedback on Claim Resolutions and Payouts

Customer feedback regarding claim resolutions and payouts is mixed. While Aflac’s One Day Pay feature is praised for its speed and efficiency, there are also complaints from policyholders who feel that the company sometimes delays or denies claims.

It’s important for policyholders to thoroughly understand their policy terms and coverage to avoid any misunderstandings during the claims process. Overall, Aflac’s reputation in this area is somewhat polarized, with both positive and negative experiences reported by customers.

Tech-Forward Solutions: Digital Advancements by Aflac Insurance

Mobile App Features and Functionality

Aflac offers a mobile app that provides policyholders with convenient access to their insurance information. Through the app, users can view policy details, check claim statuses, and even file claims using their smartphones or tablets. The app’s user-friendly interface and functionality make it a valuable tool for policy management on the go.

Online Account Management Capabilities

Policyholders can manage their Aflac insurance policies through the company’s official website. The online account management portal allows users to update personal information, review policy documents, and access important resources related to their coverage. Aflac’s online platform enhances customer convenience by providing easy access to policy-related information and services.

Digital Tools and Resources

Aflac offers various digital tools and resources to assist policyholders. These include online calculators, educational materials, and informative articles. These resources help customers make informed decisions about their insurance needs and understand their policy benefits better. Aflac’s commitment to providing valuable digital resources contributes to a more informed and empowered customer base.

Are consumer feedback and Aflac ratings positive?

Aflac currently has an A+ rating with the Better Business Bureau and has been accredited since 1958, not long after they opened their doors. There have been 465 claims filed against the company in the past three years, and 122 of those were closed in the past 12 months. Other Aflac consumer reviews can be found on the BBB website.

The BBB doesn’t consider that to be a large number considering the size of the company, but it’s still the kind of number that jumps off the page. The vast majority of consumer complaints were problems with products and services.

These are the kind of complaint numbers we usually see with insurance companies that have a much wider variety of products, such as major personal and commercial lines insurance companies.

ConsumerAffairs.com has 442 Aflac insurance ratings, and 88-star ratings, the vast majority of which are one-star ratings. These complaints are mostly centered on claims problems; the repeated refrain being that the company drags out claims and finds loopholes to get out of paying them.

For a company that promises fast claims payments without trying to get out of paying, it’s pretty concerning to read that so many people felt that they were getting the runaround for generally straightforward claims. There are a few positive customer reviews. Although usually positive reviews carry a lot of weight, the much higher number of complaints makes it hard not to be concerned.

Pissed Consumer has 162 reviews of Aflac, and gives them a two-star rating overall. While there are a lot of complaints, there are also a handful of positive reviews. That’s pretty impressive considering that this isn’t a site people normally visit to write glowing reviews. Check it for Aflac testimonials and more Aflac insurance reviews.

Overall, there are mixed consumer reviews, and enough complaints to make it clear that reading your policy terms carefully before you purchase a policy is a very good idea.

The same goes for most coverage reviews, including Aflac health insurance reviews, Aflac critical illness insurance reviews, Aflac long term care insurance reviews, Aflac life insurance reviews, Aflac cancer policy reviews, Aflac hospital indemnity reviews, Aflac short term disability reviews, Aflac dental reviews, Aflac short term disability insurance reviews, Aflac whole life insurance reviews, Aflac life insurance ratings, Aflac accident insurance reviews, Aflac one day pay reviews, Aflac supplemental insurance coverage reviews, and more.

A lot of the customer complaints seem to stem from confusion as to what was covered and how, as well as how to go about getting a claim paid. There are enough negative reviews on the company and similar complaints to leave us feeling a bit wary about Aflac’s use of loopholes to avoid paying claims.

Aflac Insurance Review & Complaints: What’s the bottom line?

So, is Aflac good insurance? The company offers mostly supplemental health insurance policies that are purchased as payroll deduction policies – often as voluntary or group benefits.

They are an enormous company, with millions of policies in force, and they have a very strong position in the market they serve. Their quick turnaround for claims payout – or at least the quick turnaround they promise – is certainly an attractive feature.

We can’t find a whole lot of evidence, however, that they really live up to that promise. It’s also unlikely that the Aflac ripoff claims are true. No Aflac ripoff report can be found online.

If you’re offered Aflac through work, be sure to go over the policy terms carefully before purchasing a policy. These policies can be very helpful when it comes to paying unexpected medical costs, but it’s a good idea to consider other options for saving and investing that can be more financially prudent in the long run before investing in a supplemental health policy.

Most people will be well served by taking the time to talk to a financial advisor before making a decision.

Aflac may be worth the purchase if it’s offered through work and the premiums are low, but without any idea of what they actually charge that’s difficult for us to judge.

Bottom line – make sure to consult an expert other than the duck before deciding the best way to save some extra money for a rainy day. Are you ready to buy Aflac insurance?

Now that you’ve read our Aflac Insurance Review & Complaints piece, you’re hopefully more informed about the company. Compare rates for plenty of other companies to Aflac insurance rates by using our comparison tool below.

References: 

1. https://www.bbb.org/us/ga/columbus/profile/insurance-companies/aflac-worldwide-headquarters-0743-101327