Support FAQ
Claim Questions
Our claim forms are available under the Filing a Claim tab. Please read and follow the detailed instructions for each applicable form, making sure to complete it in its entirety and signing where requested. If you have questions or need help completing a form, call our Customer Service Center at 1-800-433-3036.
Claims submitted for benefits that may be subject to a pre-existing condition exclusion, a waiting period, or the certificate's contestability period may require additional medical information that can extend processing time.

Also, you will be notified within 7 to 10 business days if a claim form is not completed in its entirety or is not signed. Incomplete or unsigned forms will delay claim processing.

Sending your claim form by express mail will expedite the receipt of your claim form but will not expedite claim processing. Claims are processed in the order in which they are received; they are not prioritized by delivery method.
There is a one-year timely filing provision in your certificate. Please review the provision and call us with any questions..
You can mail your claim form to PO Box 427, Columbia, South Carolina, 29202. You may also fax your claim form to our claims department at 1-866-849-2970 or scan and email your claim form to cscmail@aflac.com.
It’s important to follow the detailed instructions included on each claim form and to sign each form where indicated. Our claim forms are all available on the Claims tab, and instruct you to consider the following:
  • Group Disability Insurance Claims – There are three areas on this form: one that requires specific information from you, one that requires specific information from your employer, and one that requires specific information from your attending physician. Be sure to sign and date the authorization portion of Part A, as well as all other applicable forms.
  • Group Supplemental Hospital Indemnity Insurance Claims – We’ll need an itemized bill showing admission and discharge dates, inpatient room charges for semiprivate or private rooms, a diagnosis, and any additional forms or bills related to your treatment.
  • Group Accident Insurance Claims – Using the appropriate claims form, send us a complete description of your accident. If you were involved in a motor vehicle accident, we’ll need a copy of the police or accident report. If your injury occurred on the job, please attach a copy of the first report of injury filed with your employer. If you were first treated in an emergency room, please attach a copy of the discharge papers from the hospital. All medical bills and supporting documents related to your injury should verify the diagnosis, the specific procedure or treatment and the supplies used.
  • Group Critical Illness Insurance Claims – Notice that the claimant’s birth certificate is required with the other critical illness insurance claim documentation. Please make sure your treating physician completes the second page (Attending Physician’s Statement).
  • Group Cancer Insurance Claims – When you send your cancer insurance claim documentation, include a pathology report used in the diagnosis of a malignant cancer, any itemized medical bills with the diagnosis and procedure codes, and the claimant’s birth certificate.
  • Beneficiary's Statement for Death Claim – Certified copies of the deceased person’s birth certificate and death certificate are needed to process your claim. If the cause of death is an injury or accident, include a copy of any related police report and/or newspaper articles. The beneficiaries must sign and print their name at the bottom of the claim form.
  • Once a claim form has been received, it normally takes two to three working days to pre-process the claim before it is sent to the claims examiner for processing. During this pre-processing stage, the claim form is not accessible for review. It will become accessible once pre-processing is complete and the claim is entered into the claim system.
  • Please closely follow the instructions on the claim form and sign in all places indicated before mailing it and all required documentation to us.
Coverage Questions
Major medical insurance pays for doctors and hospitals. Our coverage is designed to provide you with cash benefits, unless otherwise assigned, that you can use to help with daily expenses when you’re sick or hurt—cash to be used as you wish to help you and your family with unexpected expenses.
Call our Customer Service Center at 1-800-433-3036 from 8 a.m. to 5 p.m. Eastern time. Each of our representatives is prepared to address questions about your insurance, and we’re proud to offer interpretation services for over 50 languages.
No. The option to increase coverage is only available on a group basis.
Call our Customer Service Center at 1-800-433-3036 for cancellation procedures.
Benefits Questions
Benefits will be paid directly to you, the insured, unless otherwise required by law or otherwise assigned.

You can also choose to direct a hospital, physician, or other health care provider to receive your benefits. This is called assigning benefits, and you can do so by signing the appropriate section on the claim form or by signing an assignment of benefits at the health care provider's office.

If you pay your premiums under a flexible benefits plan with pre-tax dollars, or if your employer pays part or all of your premiums, some of the benefits you receive may be taxable. Therefore, you may receive a W-2 form from your employer that will include the taxable benefits amount you received. If you have questions about taxability of benefits, discuss them with your employer or tax advisor.
Forms Questions
You can download a Service Request Form from our Web site (located under the Service Request tab) or call our Customer Service Center at 1-800-433-3036 to request the form by mail. Please closely follow the instructions on the form to receive the most efficient service.
When a death occurs, the Beneficiary’s Statement must be completed by the person or persons to whom the insurance may be payable. Please also note that if an assignment of benefits to a funeral home is made, this information will need to accompany the Beneficiary's statement/claim form.
No. Please submit all supplemental claim forms, updated medical information, and employer’s verification that your claim examiner requests. Since disability claims can be ongoing, we will request periodic updates from you on your condition and return-to-work status.
Portability Questions
If you terminate your employment with your employer, you may opt to continue your current Aflac Group plan on an individual pay basis as long as the Group Master Policy remains in effect.

You will have four payment options: monthly electronic draft from your banking account, quarterly, semiannual, or annual direct billing. Electronic draft is available for monthly payment only. Notices will be generated for premiums paid quarterly, semiannually, or annually when due.

Group Whole and Universal Life Insurance Questions
Yes. Whole Life and Universal Life plans accumulate cash value. However, it normally takes about three to six years for the value to build, depending on the plan.
Please note that the only plans that build cash value are Universal and Whole Life plans.

You can take a loan against the accrued cash value. To do so, complete the applicable sections of the Service Request Form, sign the form where indicated, and mail or fax the form to us. An interest rate will be charged for loans as described on the certificate schedule page. Please allow a minimum of 45 days to a maximum of six months for processing.

The loan may be repaid partially at a minimum of at least $10 per payment or in its entirety (including accrued interest) while the certificate is in force and prior to the death of the insured.
The certificate will lapse (no longer be in force). You will be notified by mail at the owner’s last known address at least 31 days before the plan lapses.
Cash values are accumulated by crediting premium payments and interest to a fund from which deductions are made for expenses and cost of insurance. The rates at which the interest is credited are declared by the company or may be specified in the certificate. The initial surrender charge is determined at the beginning of each certificate year. The fund value (not to be confused with the surrender value) is accrued based on the premium deposited. Once the fund value exceeds the surrender charge, the cash value begins to grow.
Yes. With the Universal Life and Whole Life plans, if the group master policy terminates, you will continue to have coverage as long as the premiums are paid.
If payment of premiums discontinues and the certificate is not surrendered, monthly deductions will continue as long as there is sufficient accumulated value. The certificate will remain in force until the earlier of the following dates:
  1. The maturity date (if there is sufficient accumulated value to make monthly deductions to that date)
  2. The end of the grace period
  3. The date of the insured’s death
Use the Service Request Form located under the Service Request tab or call our Customer Service Center at 1-800-433-3036 from 8 a.m. to 5 p.m. Eastern time.

Please note that the designated witness to the transaction must be someone other than the beneficiary or the owner of the certificate.

You will receive an annual statement on the anniversary date of your Universal Life plan; however, annual statements are not generated on Whole Life plans.
The annual statement shows the current certificate values, premiums paid, and deductions made since the last report, along with any outstanding certificate loans.