Online and Mobile Access to Your Aflac Account

FAQs: Got questions? We’re here for you.

We want to help you get the most from your Aflac experience. Scroll down to find answers

to the frequently asked questions about Account, Policies & Coverage, Claims, Billing &

Payment, and Information Privacy.

On the My Account page, you’ll see a Login section. From there you can change your password and

security questions.

Where can I update my contact information such as email address or phone number?

These items, as well as your mailing address, can be updated from the Contact Info section on the My

Account page. Just click Edit.

How do I set communication preferences?

Let us know how you’d like to receive messages from us by setting your preferences in the

Communication preferences section on the My Account page. Once there, you can choose to opt in or out

Who is my Aflac agent?

A licensed local Aflac agent should be assigned to your account. To view your agent and their contact

information, go to My Account > My Agent.

Policies & Coverage

How do I understand what benefits are covered?

We get it — supplemental insurance doesn’t make for the lightest reading. But with a little help, you can

become a more informed policyholder.

And of course, your agent would always be glad to help you.

Where can I find my policy number?

If you are looking for a specific policy number, you can find it on the Policy Detail page. Go to My

Coverage > choose the policy > Policy Details.

If you want to know all of your policy numbers, the easiest way is by looking at your digital policy ID card.

It’s accessible from your account page. Go to My Account >Manage Account> My ID Card.

know. If your policy includes an annual wellness benefit, you’ll see it listed under the “Benefits” section

within the specified policy.

How do I add or remove someone from my policy?

Life is full of changes, so we understand there may be times where you’ll need to add or remove

someone. We’ve tried to make it as easy as possible.

To add or remove someone from your policy:

Please reach out to your Aflac agent who will be able to assist you in adding someone to you

coverage or you can connect with us via chat or email 24/7, or via phone at 800.99.AFLAC

From this screen, you can add up to four primary beneficiaries. Just make sure the total percent across

your beneficiaries equals 100%. These beneficiaries may become eligible to receive payment due to will,

life insurance policy, retirement plan, annuity, trust or other contract.

If primary beneficiaries aren’t able to receive proceeds, then any of four contingent beneficiaries you add

would be next in line. Again, you’re able to adjust the percent of proceeds these beneficiaries would

receive with the total percentage adding up to 100%.

Once you’ve finished entering in the necessary information, just click Submit and you’re good to go.

To reinstate your policy, please reach out to your assigned Aflac agent who can assist or you can connect

with us via chat or email 24/7, or via phone at 800.99.AFLAC (800.992.3522) 8 a.m.-7 p.m. ET. We’re

always here to help.

How can I keep my Aflac coverage if I change jobs?

At Aflac, we’re here for you … always. You have the option to enroll your policies in our Aflac Always

program to ensure your coverage remains in effect – at the same premium rate you enjoy with your

employer, even if you change jobs, retire, or if your employer stops payroll deductions.

Sign up is easy. Go to My Account>Manage Account>then click the Aflac Always section. Select the

Claims

How do I file a claim?

Submitting a claim online is easy. We’ll walk you through each step of the process. You can even upload

supporting documents like receipts and set up direct deposit to get paid fast. To submit a claim, go to the

My Claims page or simply select Submit a new claim from the navigation.

What if I’m not sure I have all the documents required for my claim?

No worries — just gather the ones you have ready so we can get the process started. We can help you

gather any outstanding materials later via chat or phone call. We recommend filling out a HIPAA form,

which can be found in the Aflac Resource Center. With your advance permission, we can contact your

health care providers directly to collect any outstanding documentation.

providers directly to collect any necessary documents to support your claims. This authorization is offered

to take some of the burden off your shoulders during the claims experience.

To provide your consent, you’ll need to fill out the Authorization to Obtain Information form, commonly

referred to as the claims authorization form, for each covered person who has received health services.

The authorization will be good for two years.

You can find the Authorization to Obtain Information form here.

How do I check the status of my claim?

We do our best during the claims review process to ensure that you’re getting the coverage you deserve.

If your claim shows “In Review,” it means one of two things: Either our team is still working to determine

if certain health care services are covered under your policy — and how much to pay you when they are.

of loss). To review your claim and take action if needed, go to My Claims > choose the claim > Claim

Details.

How do I set up direct deposit to receive claims payments?

We like your way of thinking! Managing direct deposit is easy from the Billing & Direct Deposit page. From

there, you’ll be able to set up direct deposit for fast claims payment, as well as add or change any other

payment methods on your account. To set up direct deposit, go to My Account >Manage Account> Billing

& Direct Deposit.

To unenroll from autopay, go to Account > Payments & Deposits > Manage autopay.

Under the ‘Cancel’ and ‘Submit’ buttons, tap “I’d like to end this autopayment.” You’ll be able to unenroll

from there.

You can connect with us via chat or email 24/7, or call us at 800.99.AFLAC (800.992.3522) 8 a.m.-7 p.m.

ET. We would love to help you get the most out of your Aflac coverage.