Last year I switched employers and my husband and I called AFLAC numerous times to request a bank draft authorization form (requests for forms were made June 6th & 28th ref #XXXQJ7G & XXX9G16) so that we could maintain our AFLAC dental coverage Policy # XX0100.
We were told by AFLAC that they had not received a notice from my former employer that I had changed jobs. I told them to please update my records so that my insurance could continue. AFLAC indicated to us that we would be sent payment forms via mail after my employer records were updated. This correspondence never arrived and our policy lapsed in early September.in mid September we again called AFLAC to find out why we had not received any information. AFLAC customer service told us to mail and fax documents to policyholder services so that our policy could be reactivated. Numerous documents were sent and we received no correspondence about the reactivation of this policy.
AFLAC did send us the forms needed to start a new policy with a new waiting period. We are not interested in starting a new policy and waiting all over again for our benefits to kick in. We have consistently paid AFLAC for over a year and now they are using this situation to cancel our policy.
We talked to our agent about this and he called AFLAC with no results. He told me that not reactivating a policy is standard practice with AFLAC. Even when proof is shown that the error was their fault they will refuse to reopen the account. Upper management told him that AFLAC does not want to reactive accounts for fear of being hit with outstanding claims. What a scam. How can AFLAC offer to provide insurance and then use an error on their part to deny anyone coverage?
To try and resolve this matter we have made numerous calls, faxes, payments, and letters to AFLAC. This correspondence has gone on for 4-5 months. Policy Holder Services has been provided with documentation and reference numbers. Yet, reactivation has been denied without explanation.
In November a certified letter was sent to AFLAC along with a payment of $247.20. This check was cashed yet no services or correspondence was provided. AFLAC did not even have a record that our check was received. My AFLAC agent and I faxed copies of the cancelled check to prove that the check for back payments was received and cashed. How can an insurance company receive payment and not provide any services?
It is only because of AFLAC's poor correspondence and record keeping that this policy was deactivated. Payments for back premiums were received yet we still have no dental policy. AFLAC was contacted numerous times about my employment status changing long before our policy lapsed.
If this matter cannot be resolved in a satisfactory manner we will have no choice but to file further complaints with the Florida Department of Insurance. Correspondence with AFLAC has been poor and AFLAC has not provided our family with the contracted insurance coverage that they have agreed upon.
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