Notifications from Aflac

Notifications from Aflac

On Feb. 21, 2024, the cyber event reported by Change Healthcare, a company that assists healthcare providers with claims submissions and payments, has created a significant impact to health care providers, including hospitals, individual practitioners, practice groups, diagnostic centers, laboratories, and pharmacies. We have determined Aflac’s primary operations are not impacted. Further, Aflac and its subsidiaries do not have any direct connection to Change Healthcare systems in any of Aflac’s systems or applications. At this time, we are not aware of any impact to customer data but we are monitoring for any communications from our critical third-party suppliers. While Change Healthcare’s cyber event was not directed at Aflac, we will provide flexibility with claims submissions related to this incident should it be needed. If you believe you have a claim impacted by Change Healthcare’s event, please contact Aflac at 800-992-3522.


 

To help provide relief for Arkansas policyholders residing in Baxter, Benton, Boone, Carroll, Fulton, Grant, Greene, Madison, Marion, Nevada, Randolph, Sevier, and Sharp counties affected by severe storms, floods and tornadoes occurring May 24-26, Aflac will provide a premium grace period starting May 24, 2024, and ending July 23, 2024. This grace period also provides an extension of filing deadlines for claims and leniency for any other action required under the policy. Aflac will provide a replacement copy of the policy upon request by the policyholder.


To help provide relief for California policyholders residing in the state of California affected by the winter storms, Aflac will provide a premium grace period starting Feb. 3, 2024, and ending Aug. 20, 2024. This grace period also provides an extension of filing deadlines for claims and leniency for any other action required under the policy. Aflac will provide a replacement copy of the policy upon request by the policyholder


To provide relief for New Mexico policy/certificate holders residing in Lincoln County and the Mescalero Apache Reservation and affected by the wildfires, Aflac will provide the following protections for policy/certificate holders:

  • Provide an extended premium grace period from Tuesday, June 17, 2024, through Wednesday, Oct. 16, 2024.
  • Postpone cancelations and non-renewals from Tuesday, June 17, 2024, through Wednesday, Oct. 16, 2024.
  • Offer a payment plan of at least six (6) months if unable to pay the delinquency after the extended grace period. This applies to all coverages except life. The policy/certificate holder should contact Aflac to make arrangement for repayment.
  • Waive late fees and penalties.
  • Provide an extension of filing deadlines for claims and leniency for any other action required under the policy/certificate.
  • Allow additional time for actions required under the policy/certificate and the submission of documents due to limited access to service and mobility.
  • Provide a copy of the policy/certificate to the policyholder/certificate holder upon request.

In addition to the above, Aflac through Aflac Benefits Solutions will provide the following protections for Network Dental and Vision members and providers:

  • Waive referrals and prior authorization requirements for use of out-of-network providers for medically necessary services, whether emergent or not.
  • Waive cost-sharing and deductibles for 120 days.
  • Permit one eyeglass or contact lens replacement and one hearing aid replacement during the pendency of this Order, waiving frequency limitations.
  • Permit one replacement for dentures or other prosthodontic devices during the pendency of this Order, waiving frequency limits.
  • Extend medical providers’ reporting requirements for claims submissions and for additional information relating to claims for at least 120 days.

Affected members should contact Aflac Benefits Solutions at 855-819-1873, option 1, for assistance.


To help provide relief for Iowa policyholders residing in Iowa that have been affected by the severe storms, Aflac will provide a premium grace period starting Apr. 16, 2024, and ending Aug. 26, 2024. This grace period also provides an extension of filing deadlines for claims and leniency for any other action required under the policy. Aflac will provide a replacement copy of the policy upon request by the policyholder.

For Network Dental and Vision Members:

This grace period also provides an extension of filing deadlines for claims; relaxation of prior authorization, precertification, and referral requirements; access to appropriate out-of-network providers due to unavailability on in-network providers or the members’ displacement; and leniency for any other action required under the certificate. A replacement copy of the certificate will be provided upon request by the certificate holder. Affected members should contact Aflac Benefit Solutions (formerly Argus Dental and Vision) at 855-819-1873, Option 1, for assistance.


To provide relief for Texas policy/certificate holders residing in Anderson, Angelina, Aransas, Atascosa, Austin, Bastrop, Bee, Bell, Bexar, Bowie, Brazoria, Brazos, Brooks, Burleson, Caldwell, Calhoun, Cameron, Camp, Cass, Chambers, Cherokee, Collin, Colorado, Comal, Dallas, Delta, DeWitt, Dimmit, Duval, Ellis, Falls, Fannin, Fayette, Fort Bend, Franklin, Freestone, Frio, Galveston, Goliad, Gonzales, Grayson, Gregg, Grimes, Guadalupe, Hardin, Harris, Harrison, Hays, Henderson, Hidalgo, Hill, Hopkins, Houston, Hunt, Jackson, Jasper, Jefferson, Jim Hogg, Jim Wells, Karnes, Kaufman, Kenedy, Kinney, Kleberg, Lamar, LaSalle, Lavaca, Lee, Leon, Liberty, Limestone, Live Oak, Madison, Marion, Matagorda, Maverick, McLennan, McMullen, Medina, Milam, Montgomery, Morris, Nacogdoches, Navarro, Newton, Nueces, Orange, Panola, Polk, Rains, Red River, Refugio, Robertson, Rockwall, Rusk, Sabine, San Augustine, San Jacinto, San Patricio, Shelby, Smith, Starr, Titus, Travis, Trinity, Tyler, Upshur, Uvalde, Van Zandt, Victoria, Walker, Waller, Washington, Webb, Wharton, Willacy, Williamson, Wilson, Wood, Zapata, and Zavala counties, and affected by Hurricane Beryl, Aflac will provide the following protections for policy/certificate holders:

  • Provide an extended premium grace period from Monday, July 8, 2024, through Friday, Sept. 6, 2024.
  • Postpone cancelations and nonrenewals from Monday, July 8, 2024, through Friday, Sept. 6, 2024.
  • Waive early refill time limits on active prescriptions for 90 days.
  • Provide a copy of the policy/certificate to the policyholder/certificate holder upon request.
  • Provide an extension of filing deadlines for claims and leniency for any other action required under the policy/certificate.
  • Allow additional time for actions required under the policy/certificate and the submission of documents due to limited access to service and mobility.

In addition to the above, Aflac through Aflac Benefits Solutions will provide the following protections for Network Dental and Vision members and providers:

  • Cover necessary medical equipment, supplies, and services, regardless of when or where the service is provided.
  • Waive penalties, restrictions, and claims denials for necessary out-of-network services.
  • Waive requirements for preauthorization, referrals, or medical necessity reviews for dental services.
  • Allow extra time for health care providers and facilities to file claims.

Affected members should contact Aflac Benefits Solutions at 855-819-1873, option 1, for assistance.

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Press Releases

Aflac Dental and Vision partners with SKYGEN to advance customer experience

SKYGEN's innovative technology delivers digital experience critical to customer satisfaction

TAMPA, Fla., July 8, 2024 /PRNewswire/ -- Aflac, a leading provider of supplemental insurance in the U.S., announced today that its Dental and Vision division has engaged SKYGEN to continue improving the customer satisfaction journey. SKYGEN is a U.S.-based, premier technology partner with a focus on dental and vision insurance plans that serves nearly 50 million members across all 50 states. SKYGEN's decades of industry experience, advanced technology and innovative solutions will provide a service model that will both improve the experience for all stakeholders and support the future growth of Aflac Dental & Vision.

This partnership with SKYGEN will enable Aflac to provide additional support for its claims and billing processes through the infusion of industry-leading automation, enhancing speed and accuracy designed to improve the customer experience. The SKYGEN Dental Hub offers a single point of connection to better align providers, insurers, patients and industry partners, enabling instant connectivity that will ensure a more positive experience for all parties. Members will also realize greater ease in identifying providers who best meet their needs and identify covered services and claims history along with access to educational information and key additional administrative data and reports through the SKYGEN member portal.

"As part of our plan to expand capabilities to continue improving the customer journey, SKYGEN's powerful set of innovative solutions will support customer satisfaction and retention as well as promote sales growth given that customers will be more likely to consider other Aflac products based on a positive experience with Dental and Vision," said Aflac Senior Vice President, Aflac Benefits Solutions Jon Edgington. "This partnership will create additional efficiencies, ensuring that we deliver on the Aflac promise to provide benefits that our customers need quickly and accurately. It is equally important to Aflac that SKYGEN aligns with our long history of collaborating with ethical, highly skilled, dependable partners who provide multiple advantages for the business."

SKYGEN is the trusted partner for specialty benefits payers and government agencies responsible for the delivery and administration of dental and vision benefits. Through cutting-edge technology and service solutions, SKYGEN empowers clients to become the most efficient, effective healthcare organizations in the country.

"This collaboration with Aflac represents SKYGEN's commitment to shaping the future of dental and vision benefits and improving efficiencies and access in healthcare," said Steve Berryman, SKYGEN CEO. "We look forward to leveraging our industry-leading software applications, as well as our experience with data protection and information security, to enhance the overall user experience for Aflac's extensive customer base."

About Aflac Incorporated
Aflac Incorporated (NYSE: AFL), a Fortune 500 company, has helped provide financial protection and peace of mind for more than 68 years to millions of policyholders and customers through its subsidiaries in the U.S. and Japan. In the U.S., Aflac is the No. 1 provider of supplemental health insurance products.1 In Japan, Aflac Life Insurance Japan is the leading provider of cancer and medical insurance in terms of policies in force. The company takes pride in being there for its policyholders when they need us most, as well as being included in the World's Most Ethical Companies by Ethisphere for 18 consecutive years (2024), Fortune's World's Most Admired Companies for 23 years (2024) and Bloomberg's Gender-Equality Index for the fourth consecutive year (2023). In addition, the company became a signatory of the Principles for Responsible Investment (PRI) in 2021 and has been included in the Dow Jones Sustainability North America Index (2023) for 10 years. To find out how to get help with expenses health insurance doesn't cover, get to know us at aflac.com or aflac.com/espanol. Investors may learn more about Aflac Incorporated and its commitment to corporate social responsibility and sustainability at investors.aflac.com under "Sustainability."

1 LIMRA 2023 U.S. Supplemental Health Insurance Total Market Report

About SKYGEN
SKYGEN transforms dental and vision benefits management and administration with flexible technology and services that connect and change lives for the better. Through partnerships with payers, providers and government agencies, SKYGEN helps its customers navigate dental and vision benefits management and administration. With its portfolio of third-party administration (TPA), intelligent Software as a Service (SaaS) automation, marketplace connectivity, risk management solutions and above-and-beyond services like Enhanced Benefit Management (EBM), Provider Select Suite platforms, mobile apps and portals, SKYGEN serves nearly 50 million members across all 50 states, more than 40 government and commercial insurers and process 3 million claims monthly. For more information, please visit www.skygenusa.com.

(PRNewsfoto/Aflac)

Aflac | WWHQ | 1932 Wynnton Road | Columbus, GA 31999.
Aflac New York | 22 Corporate Woods Boulevard, Suite 2 | Albany, NY 12211.
Aflac Media contact – Jon A. Sullivan, 706-763-4813 or Jsullivan@aflac.com

Aflac Analyst and investor contact – David A. Young, 706-596-3264, 800-235-2667 or dyoung@aflac.com

SKYGEN Media Contact – Marisa Rooney, 262-527-1155 or mrooney@braniganinc.com

SOURCE Aflac