My Wife and I work for different companies. Hers is a prominent Doctors office in Euless, TX. I work for a major Optical Lab in Dallas, TX. We both had Open Enrollment at the same time in 2006.
In the past we tried to keep it simple. Generally we each took our own policies to keep premiums low. Never has it been a problem in the past. And never had we the option for AFLAC, either.
Well, we both chose Accident and Cancer insurance. She chose for herself only. I chose for both of us, because the premium seemed pretty reasonable.
After the paperwork was turned in, we talked about our choices. We were particularly happy about the "double coverage" that we had signed up for with AFLAC. It sounded like we were definitely going to be taken care of.
A few days later, my Wife was able to talk to her AFLAC rep, as he had stopped by the office. I'll refer to him as Mr. Aflac. She told him about what we had signed up for, and wanted to know more about our coverage options. Naturally to us it didn't seem to be a problem, as there have been times when we have had double coverage on Life, Health, Vision, and Dental before.
Mr. AFLAC came back later and informed my Wife that we could not have double coverage, as it was not allowed by AFLAC policy. He then explained what seemed to be our best option, even though it was not in his best interest. Drop her policies, and keep mine. Remember now, open enrollment has ended, so we can't make changes.
Mr. AFLAC said he would handle it. He didn't. Even after multiple conversations with Mr. AFLAC, the policies were not dropped. We started calling the 800 number, but gained no satisfaction there either. Reps either could not help because of the dreaded "system upgrade" or they didn't see the conflict in our policies.
We tried to explain the problem. My Wife is covered on four AFLAC policies. Two of them are Cancer policies, and the other two are Accident policies. This, according to AFLAC, is not permissible, possible, or even fathomable!
We asked about Mr. AFLAC's progress. No record of any conversations. And he hasn't been to the office for awhile either. Hmmmm.
Finally in the last week of November my Wife was able to get the procedure for canceling her policies from a rep. She was given the number to fax to, what to write, and even what AFLAC calls a Tracking Number, which is a record of her call. Of the numerous calls made, that was the first time for that. Afterwards, she even got to verify the cancellation with their TPV.
Yesterday my Wife was told by her employer that AFLAC has stopped drawing a premium from her check, and should be issuing a refund, but the amount is unknown. I think that the amount should be pretty simple to figure out. It's right on her Pay Stub under the Year to Date Category.
Today in the mail we got the cancellation confirmation from AFLAC. It stated that the policies were no longer effective as of December 5. There was the typical "We're sorry that you don't want us anymore" rhetoric. Also included were the necessary forms needed to reinstate the policies, along with a prepaid envelope. How nice.
I didn't see a cheque. I looked twice. Nope, no money. Looking at the letters again I saw the key phrase that I had missed. "Our records indicate that no refund is due."
WHAT?! NO REFUND IS DUE?!
I called AFLAC, waded through the maze of phone options yet again, and got a nice rep and talked with her about my policy, the one that covers both of us. I asked her if my wife could also purchase coverage. She told my absolutely not, as that would be double coverage, which AFLAC does not do.
So I referred her to my Wifes policies. Suddenly my helpful rep was at a loss. She quickly regained her composure and told me she needed to look into this matter. After a brief time on hold, she told me she was going to message the "Policy Holder Services" department, and we would hear from them in about 14 days. She wasn't sure of a refund amount. I told her it should be a years worth, since that's what they had received from us. She said she didn't know anything about that. I even got a Tracking Number, after I asked her for it.
So now we wait, again. It sure seems odd that this company that wants our business so badly will take about a years worth of premiums from my Wife for policies that she isn't allowed to carry, and then turn around and say that they owe us nothing in return when we try to correct a situation that should never have happened.
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