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This has been a terrible experience. My mother had gone into hospital with another form of cancer.

She died a week later. I filed claim with my mother in the hospital May 2017. I had poa everything was in tact. At the time I filed the legal department still had not approved my poa to speak to me about the claim.

I have spent numerous hours trying to contact them in regards to claim. They now will not speak o me because there was no will sent in. I recently sent copy of will and now they want something filed from probate court. For what?

The will was in their hands! And also there was a check sent in October that was sent back because my mothers name was no longer on mailbox. They voided it and never even contacted me with denial or acceptance or what they needed! This place will not pay easily.

The duck and critical illness claims are a complete scam! I've had enough of their xxxxxxxx! I say the people who have had issues like me should get together and put them out of business.

I will be the first to contact my attorney after reading all these similar experiences. Ridiculous!

Reason of review: Poor customer service.

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Guest

As a customer service rep for Aflac for 14 yeas, I am sorry for your experience. However, I do know from experience that the HIPAA laws do restrict Aflac from revealing protected health info to callers.

Aflac has no choice. The POA ceased to be valid when your mother passed. At that point, they would have needed Executor of the Wiill info.

If you were not named an executor, per HIPAA, they couldnt speak to you, If you werent, then there is some sort of court order or document needed saying you are being assigned the right of her estate. I took hundreds of calls like this over my 14 years and they are not pretty calls, especially people dealing with a death, but in most regards, Aflac's hands are tied in what info they can release and to who.

Nancy E Axm

Iโ€™m having the very same issue with my motherโ€™s cancer policy. She was diagnosed with leukemia in late July and died two weeks later.

Iโ€™ve sent them the death certificate and the section of the will stating that I am the executor of the account. I need to speak to someone but they are not responding to calls or certified letters.

My mother spent quite a lot of money over the years on this policy and it looks like now it was all for nothing. Iโ€™m contacting my attorney as well.

AflacPhyllis
reply icon Replying to comment of Nancy E Axm

Hello MajesticLlama421, I'm Aflac Phyllis, an Aflac worldwide headquarters employee here to help. I am sincerely sorry for the loss of your mother and would like to offer you some help.

Will you please Contact Center at aflacservice@aflac.com so they can look into your situation? When you email us, please include the following in the subject line of your email: Review #1596937; November 13, 2018, pissedconsumer.com.

Policyholders should provide at least two of the following: Address, Claim number, Claim Check number, Date of Birth, or Name of Employer. Thank you, Aflac Phyllis

AflacPhyllis

Hello,

I'm Aflac Phyllis, an Aflac worldwide headquarters employee here to help. I would like for our Contact Center to look into your situation.

Please email us at aflacservice@aflac.com so we can assist you and your husband. When you email us, please include the following in the subject line of your email: Review #1187152; February 20, 2018, pissedconsumer.com.

Also, Aflac has established corporate privacy procedures in an effort to protect your identity and policy/claim information. Policyholders need to provide information to verify privacy; at least two of the following: Address, Claim number, Claim Check number, Date of Birth, or Name of Employer.

Thank you,

Aflac Phyllis

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