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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Stories

A gift of accessibility for South Carolina State Museum

Aflac donation supports improved accessibility for museum guests

Within the walls of the South Carolina State Museum in Columbia, South Carolina, guests are immersed in the rich history, culture, achievements and natural wonders of South Carolina. Each year, the museum welcomes about 200,000 visitors, including more than 70,000 children who experience the museum with their classmates on school field trips.

Until recently, guests with disabilities could not fully experience the museum because of limited accessibility to essential spaces. A $200,000 lead gift from Aflac fueled the museum’s Reimagine the Experience campaign to improve accessibility, offer new accessibility-focused resources and enhance the museum experience for more than 1.1 million adults1 and about 250,000 children2 living with a disability in South Carolina — and the many tourists from outside of South Carolina who visit each year.

A call to action

In 2022, Senior Group Philanthropy Coordinator Amanda Grover learned about the museum’s accessibility campaign and funding needs. She quickly brought it to the attention of Aflac leadership and advocated for Aflac to be the first corporate partner to contribute.

“Aflac has a longtime relationship with the State Museum and has proudly supported several projects to advance the museum’s mission. Their campaign to increase accessibility resonated with me — and with so many on our leadership team — because many museum guests didn’t have the access and resources needed to fully experience it,” said Amanda. “I knew that with the right level of philanthropic support from Aflac, it would be transformative not only for the museum, but also for so many people with disabilities in South Carolina and beyond.”

Stepping up and giving back

The museum’s accessibility campaign aligned with Aflac’s commitment to fostering a sense of belonging for all and supporting communities served. With Aflac’s generous support and additional funding from the State legislature, all 10 of the museum’s public restrooms are now fully compliant, in accordance with The Americans with Disabilities Act. Aflac also funded two mothers’ rooms to provide privacy and comfort for nursing mothers and a wellness room to provide a quiet space for guests to rest and rejuvenate.

“Aflac has a long history of providing an inclusive environment for our own workforce, so we are very proud to help remove accessibility barriers and offer guests with disabilities the best possible experience at the museum,” said Bob Ruff, senior vice president, Group Voluntary Benefits, Aflac. “Supporting the State Museum’s vision to increase accessibility across its spaces and programs is one way we are expressing Aflac’s culture of care.”

For Jamie Wardrup, Aflac’s director of Premier Broker Relations, the South Carolina State Museum is a special place that he experienced with his family after moving to Columbia nearly 25 years ago. Wardrup champions the work of the museum and volunteers his time as a member of the museum’s board of directors.

“I’m proud of Aflac’s commitment to the museum, this important project, the Midlands community and South Carolina. Now, anyone and everyone will have the access they deserve — to have a fully engaging experience at the museum, a wonderful educational resource in our community,” said Jamie.

Celebrating accessibility for all

On Dec. 4, Bob, Amanda and Jamie were joined by Keyla Cabret-Lewis, Aflac’s vice president of Diversity, Equity and Inclusion and Talent Development, representatives of the Aflac donations committee, the museum team and community supporters to celebrate this initial step in the museum’s Reimagine the Experience project.

“We’re grateful for our partnership with the museum on this project. It gives us an opportunity to work together to shine a bright light on the work that still needs to be done to make sure all populations, no matter how they think or move through our cities and streets, are included in our history, events and public spaces,” said Keyla. “It’s about recognizing the different ways people think, the diverse physical needs people might have and ensuring those who are disabled have access to all the same services and resources that are so easily taken for granted.”

1 CDC: https://www.cdc.gov/ncbddd/disabilityandhealth/impacts/south-carolina.html
2 S.C. DHEC: https://scdhec.gov/health/child-teen-health/services-children-special-health-care-needs/who-are-children-special

 

(Pictured left to right): Karen Hall, foundation director, South Carolina State Museum; Keyla Cabret-Lewis, vice president, DEI and Talent Development, Aflac; Bob Ruff, senior vice president, Group Voluntary Benefits, Aflac; Amy Bartow Melia, executive director, South Carolina State Museum; Amanda Grover, senior Group Philanthropy coordinator, Aflac; and Jamie Wardrup, director of Premier Broker Relations, Aflac.

Harriet Gallman (front) and Montana Crosby, a recreation specialist with the Department of Disabilities and Special Needs, visit the new Aflac Wellness Room at the South Carolina State Museum.
 

Joy Jackson and her daughter, Nyla, experience one of the new Aflac Mother’s Rooms at the South Carolina State Museum.


Photos courtesy of the Department of Disabilities and Special Needs.

Aflac's family of insurers includes Aflac and/or Aflac New York, and/or Continental American Insurance Company and/or Continental American Life Insurance Company.

AGC2301913                                                                                                                                        EXP 12/24