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 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:
In addition to the above, Aflac through Aflac Benefits Solutions will provide the following protections for Network Dental and Vision members and providers:
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:
In addition to the above, Aflac through Aflac Benefits Solutions will provide the following protections for Network Dental and Vision members and providers:
Affected members should contact Aflac Benefits Solutions at 855-819-1873, option 1, for assistance.
To help provide relief for Oregon policyholders residing in the state that have been affected by the wildfires, Aflac will provide a premium grace period starting July 9, 2024, and ending Oct. 1, 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 help provide relief for Vermont policyholders residing in the state that have been affected by the July 10-12, 2024, storm-related damage, Aflac will provide a premium grace period beginning July 10, 2024, and ending Sept. 12, 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: 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 Butte, Kern, Plumas, and Tehama Counties affected by the wildfire, Aflac will provide a premium grace period starting July 22, 2024, and ending Sept. 30, 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 help provide relief for Connecticut policyholders residing in Fairfield, New Haven, and Litchfield Counties that have been affected by the flooding, Aflac will provide a premium grace period starting Aug. 18, 2024, and ending Oct. 18, 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.
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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