To help provide relief for California policyholders residing in Los Angeles and Ventura Counties affected by the wildfires, Aflac will provide billing leniency for impacted insureds, 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. Affected members should contact Aflac at 800-992-3522 for assistance.
For Network Dental and Vision Members:
This also provides an extension of filing deadlines for claims and leniency for any other action required under the certificate. Affected members are not required to obtain prior approval when accessing appropriate out-of-network providers when in-network providers are unavailable. The cost-sharing for out-of-network will be in amount equal to cost-sharing affected members would have paid for the provision of that service in-network. 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 help provide relief for California policyholders residing in Tuolumne and Calaveras Counties affected by the lightning-ignited fires, Aflac will provide a premium grace period starting Sept. 2, 2025, and ending Nov. 18, 2025. 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 help provide relief for Alaska policyholders and certificate holders residing in Northwest Arctic Borough, North Slope Borough, Kusilvak Census Area, Bethel Census Area, Nome Census Area, and Aleutians West Census Area who are affected by the storm, Aflac will provide an extended premium grace period starting Oct. 9, 2025, and ending Dec. 15, 2025. This grace period also includes an extension of filing deadlines for claims and leniency for any other actions required under the policy or certificate. In addition, Aflac will relax prescription drug benefit guidelines to allow payment of claims when a covered prescription drug is refilled prior to the usual 30-day limit. Policyholders and certificate holders may also request a replacement copy of their policy or certificate.
For Network Dental and Vision Members:
Aflac is providing temporary relaxation of precertification and referral requirements. Members will have access to appropriate out-of-network providers if in-network providers are unavailable or if they have been displaced, and leniency will be provided for any other actions required under the certificate. Affected members should contact Aflac Benefits Solutions (formerly Argus Dental and Vision) at 855-819-1873, option 1, for assistance.
To help provide relief for Oregon policyholders residing in Oregon who were affected by the wildfires, Aflac will provide a premium grace period starting Sept. 3, 2025, and ending Nov. 26, 2025. 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 help provide relief for Arizona policyholders residing in Gila, Mohave and Maricopa counties affected by the heavy rains, Aflac will provide a premium grace period starting Sept. 25, 2025, and ending Jan. 13, 2026. 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 help provide relief for California policyholders residing in Mono County affected by the Pack Fire, Aflac will provide a premium grace period starting Nov. 13, 2025, and ending Feb. 7, 2026. 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.
Update regarding June 2025 security incident. View notification
Dedicated customer care specialists from Aflac’s new cancer line discuss ideas to best serve policyholders calling in with a cancer diagnosis. From left, Jazmin Upshaw, Joseph Cosey, Johnny Richmond (supervisor), Mallorie Snethen, Ruth Hill and Deja Zullo (standing).
“I just had my kidney removed last month, and this is the first time I’ve used this policy.”
An older gentleman called in and reached a customer care specialist in the Aflac Customer Solutions Center. A few days prior, he went to a local shipping store to fax in his claim forms. He wasn’t sure if he used the machine correctly.
“I’m so sorry to hear that, and I hope your healing is going well,” the specialist said warmly as she quickly checked to ensure his forms are in the system and filled out correctly. She assured the policyholder that everything was as it should be and that he would receive more information on his claim soon. The concern in his voice melted away as she walked him through the process, and his relief and appreciation were palpable through the phone. Ending the call, she wished him once more a speedy recovery before moving on to the next caller.
This is the experience that Aflac delivers through its dedicated line for those who call in with a first-time cancer diagnosis. Born out of a brainstorming session between the customer support and sales teams, the automated option that policyholders use enables callers to select an option that allows them to skip the queue and connect directly to a team of reserved customer care specialists who have been hand-selected and trained to take these types of calls. This team, which focuses on providing answers with empathy, is all part of Aflac’s “cancer ecosystem” approach to claims.
“In a world of digital self-service and artificial intelligence, when you’ve been diagnosed with a disease like cancer, you may just want to talk to a human. We unfortunately can’t change the diagnosis, but what our team can do is bring a level of specialized compassion and perspective as they help policyholders navigate the claims process,” said Keith Farley, senior vice president, Individual Voluntary Benefits at Aflac. “That care and expertise is coming through the line, and feedback from customers has been trending higher than average.”
Many of the selected specialists have been affected by cancer personally. Before coming to Aflac, one person was her husband’s caretaker during his cancer journey. Another specialist lost his mother to cancer. And another has a grandmother who lives with a cancer diagnosis today. They all understand the impact cancer has on someone, both emotionally and financially, and they draw on these personal experiences to connect with customers.
“Our team wants to be knowledgeable and be the best they can be in their role, but we also know that these calls can be sensitive and emotionally taxing,” said Farley, “Our supervisors are there for them and keep a special eye out for anyone who may need a moment to regroup after particularly delicate calls.”
This cancer care line is made up of 17 customer care specialists with outstanding skills in empathy and connecting with customers on a personal level — important traits when fielding the roughly 3,000 cancer calls per month. More importantly, they love what they do and, in their words, just want to help others through what can be difficult times.
This article is for informational purposes only and is not a solicitation for insurance.
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