Benefits Administration - storage.googleapis.com · American Family Life Assurance Company of...

Benefits Administrationand Service Guide We appreciate your business.

WELCOME

PRODUCTS

FAQsCONTACTS

FORMS RECORDS

Table of contents

1 Letter from your agent

2 Account Appreciation Award

3 Aflac contacts

4 Account information and service schedule

5 Annual Open Enrollment Agreement

7 Why Aflac

8 Products at a glance

9 Employee deductions, online billing and invoicing

10 Aflac Business Services

11 Everwell

12 Manage your policy online

13 Customer Service Center

14 Plan administrator FAQ

15 Frequently Used Forms

New hire letter

New hire notification cover letter

Employee separation cover letter

20 For Your Records

Deduction report

Salary redirection: Agreements

and Waivers

Section 125 plan documents

Aflac Always flier

25 Customer satisfaction survey

1

Date:

Dear

We’re glad to have you and your employees as part of the Aflac family.

As a pioneer of supplemental insurance, Aflac began with a simple promise: to be

there for policyholders in their time of need. Our company still operates that way today,

remaining committed to paying claims fairly and promptly. In fact, when it comes to paying

claims, no one flies faster.

At Aflac, we know that expenses won’t wait – we believe your employees shouldn’t,

either. That’s why One Day PaySM* is designed to process and pay, not deny and delay.

As your local Aflac agent, I look forward to serving you and delivering on the Aflac

promise. Conducting business face to face is the best way to learn about the needs

of your business and your employees, so I’ll be contacting you throughout the year to

personally ensure your needs are being met.

Enclosed is the deduction summary, as well as a few resources you’ll find handy in your

role as plan administrator. If you need any additional tools or information, please don’t

hesitate to contact me.

Thank you for choosing Aflac. I look forward to working with you to make sure your

employees have the benefits options they need to help keep them financially secure in the

years ahead.

At your service,

*One Day PaySM available for most properly documented, individual claims submitted online through Aflac SmartClaim® by 3 p.m. ET. Aflac SmartClaim® not available on the following: Disability, Life, Vision, Dental, Medicare Supplement, Long Term Care/Home Health Care, Aflac Plus Rider, Specified Disease Rider and Group policies. Individual Company Statistic, 2016. Coverage is underwritten by American Family Life Assurance Company of Columbus. In New York, coverage is underwritten by American Family Life Assurance Company of New York. Worldwide Headquarters | 1932 Wynnton Road | Columbus, GA 31999.

2

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Your Aflac associate:

Name _________________________________

Address _______________________________

______________________________________

City, State, ZIP ___________________________

______________________________________

Email _________________________________

Phone ________________________________

Aflac contacts

Your Aflac associate(s):

Name _________________________________

Address _______________________________

______________________________________

City, State, ZIP ___________________________

______________________________________

Email _________________________________

Phone ________________________________

Broker:

Name _________________________________

Address _______________________________

______________________________________

City, State, ZIP ___________________________

______________________________________

Email _________________________________

Phone ________________________________

District sales coordinator:

Name _________________________________

Address _______________________________

______________________________________

City, State, ZIP ___________________________

______________________________________

Email _________________________________

Phone ________________________________

Regional sales coordinator:

Name _________________________________

Address _______________________________

______________________________________

City, State, ZIP ___________________________

______________________________________

Email _________________________________

Phone ________________________________

Market office:

Name _________________________________

Address _______________________________

______________________________________

City, State, ZIP ___________________________

______________________________________

Email _________________________________

Phone ________________________________

4

Account information and service schedule

Aflac account number _______________________________________

Initial plan year start and end _________________________________

Effective date _____________________________________________

Date of first deduction _______________________________________

Payroll cycle ______________________________________________

Audit first invoice and payment ________________________________

Annual benefits review

Enrollment strategy and planning begins _________________________

Quarterly service visits

Service Visit 1 _______________________________________________

Service Visit 2 _____________________________________________

Service Visit 3 _____________________________________________

Service Visit 4 and enrollment planning __________________________

Enrollment planning meeting ____________________________

Employee presentation ________________________________

Enrollment starts/ends _________________________________

5

Annual Open Enrollment Agreement

Aflac offers enrollment services and solutions to fit any need. From selecting the right product to offering

benefits education and enrollments, we’ll work with you to design an open enrollment experience that

meets the needs of you, your business and your employees.

This plan is our commitment to:

Account name: ____________________________________________________________________

Account number: __________________________

Open enrollment takes place:

Dates: __________________________________________________

Select products for your Aflac enrollment:

Accident

Cancer/Specified-Disease

Critical Illness

Dental

Hospital Confinement

Juvenile Life

Lump Sum Cancer

Lump Sum Critical Illness

Short-term Disability

Term Life

Vision

Whole Life

No. of eligible employees: _________________

Select all benefits you currently offer. We’ll communicate the value of these benefits to employees:

401(k)

Dental

Dependent Care

FSA

Group LTD

Group STD

Group Term Life

Health Care FSA

HRA Plans

HSA Plans

Legal Plans/Identity Theft

Long-term Care

Major Medical

Other __________________

Tool Expense

Vision

Please Note: Selecting this option requires that we are given necessary information regarding the total benefits offering in a timely manner. We will provide a basic overview of your current benefits plan to your employees, describing coverage and answering any questions. This does not include Aflac Group products.

New Hires: We’ll be available to meet with your new hires on _____________ to ensure that they

understand what’s available and have the opportunity to apply for benefits during the new hire

enrollment period.

Employees who elect not to participate in any benefits options must sign a waiver confirming that they

were offered benefits but have chosen to waive them.

Enrollment conditions

Individual meetings: Aflac agents will meet with each benefits-eligible employee during

(check one) ________ or ________ meetings at a date and time that we agree on. If necessary, we

can meet during all three shifts.

Group benefits briefings: We will introduce the program to employees during (check one) ________

or ________ group meeting(s). We will then follow up with each benefits-eligible employee who

expresses interest individually to discuss their personal benefits needs.

required voluntary

voluntary

required

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Meeting needs

The company will have a representative assist and, if necessary, attend all enrollment meetings.

For required meetings, a roster of employees will be verified and provided by a company

representative.

The company agrees to allow up to ____ minutes per employee during normal business hours

(excluding lunch or breaks) for presentations of the program.

Benefits communications and marketing

The company agrees to use the following marketing and communications channels to create awareness

and educate employees before, during and after enrollment.

Email

Fliers

Payroll stuffers

Personalized letter to current

policyholders (Aflac Benefits Letter)

Posters

Product videos

Other __________________

Tent cards

Website banners

Data needs

The company will provide an employee census to include all employment locations, including the

address, number of employees at each location, and point of contact to schedule and coordinate

enrollment.

Other ________________________________________________________________________

Our signatures below demonstrate acknowledgment of the Enrollment Agreement and commitment to this year’s enrollment.

Company representative signature / date Aflac representative signature / date

Title Title

Please type or print name Please type or print name

For planning purposes only and not a legally binding contract.

7

Why Aflac?

Selecting the right health insurance carrier is an important decision facing business owners. This decision

includes health plans (major medical), ancillary products (life, disability, dental or vision) or voluntary

insurance (critical illness, cancer, accident or hospital indemnity). The right partner can help create

additional value for your business, ultimately helping you to attract and retain stronger, more productive

employees.

Business-friendly

Aflac agents have the business’s best interest

in mind. Aflac allows owners to offer benefits

options without affecting the bottom line with any

premium contributions. Assisting you with your

benefits strategy and proper communications

allows us to help businesses with employee

attraction and retention goals.

Quality voluntary

Because we only underwrite voluntary insurance,

we consider ourselves experts in our field. After

decades of experience, we fully understand how

to design reliable, stable and affordable coverage

for your workplace.

Family-friendly coverage

Aflac has competitive premium rates and

coverage options for employees and their family

members. Several product offerings have a single

age range – 18-65 – as opposed to plans with

increased costs for older employees. Additionally,

children are covered at no extra cost with some

policies.

Superior customer service

Business owners rank customer service as a

top factor when doing business with a voluntary

insurance carrier. Aflac’s contact center operations

achieved J.D. Power certification for providing an

outstanding live phone channel customer service

experience under the J.D. Power 2015 Certified

Contact Center Program.

Local presence

Whether it’s to answer questions, come in and

make a benefits presentation to your staff, handle

claims, reconcile billing or add new employees –

we’re local, which means we’re here whenever

you need us.

One Day PaySM

No one in the industry can process and pay

faster than Aflac. It’s our way of making sure your

employees’ claims get processed and approved

in one day, to help keep their lives on track.

Individually owned products

Aflac individual products are owned by your

employees and are theirs to keep for their

entire career. The policy is between the employee

and Aflac, allowing your employees to make

independent choices about what’s best for them,

their unique situation and budget.

J.D. Power 2015 Certified Contact Center Program recognition is based on successful completion of an audit and exceeding a customer satisfaction benchmark through a survey or recent servicing interactions. For more information, visit www.jdpower.com/ccc.

One Day PaySM available for most properly documented, individual claims submitted online through Aflac SmartClaim® by 3 p.m. ET. Aflac SmartClaim® not available on the following: Disability, Life, Vision, Dental, Medicare Supplement, Long Term Care/Home Health Care, Aflac Plus Rider, Specified Disease Rider and Group policies. Individual Company Statistic, 2016. Coverage is underwritten by American Family Life Assurance Company of Columbus. In New York, coverage is underwritten by American Family Life Assurance Company of New York. Worldwide Headquarters | 1932 Wynnton Road | Columbus, GA 31999.

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Products at a glance Your employees depend on having the right benefits options. Aflac supplemental insurance lets you offer your employees more robust coverage at no cost in premiums for the business. Help protect your employees – and your bottom line – from the rising cost of health care.

Learn more about which products are best for your workforce expenses:

Accident1

Aflac accident insurance pays cash benefits to help provide peace of mind during the different stages of accident care and recovery. Benefits can be used to help pay for emergency treatment, as well as for treatment-related transportation and lodging.

Aflac Plus Rider2

The Aflac Plus Rider helps protect employees, for a small additional premium, from costs associated with serious illnesses such as heart attacks, strokes, Type 1 diabetes, and advanced Alzheimer’s and Parkinson’s disease.

Dental3

Aflac dental insurance provides benefits for periodic checkups and cleanings, X-rays, fillings, crowns and much more.

Disability4

Aflac short-term disability insurance offers income replacement benefits to help with the loss of income due to a covered illness or injury.

Cancer/Specified-Disease5

Aflac cancer insurance pays employees a defined benefit for covered cancer treatments and also helps cover costs that do not fall under major medical insurance such as travel and accommodations, home and family care, deductibles and copayments, and other miscellaneous expenses.

Critical Illness/Specified Health Event6

Aflac critical illness insurance can help with the treatment costs of life-changing illnesses and health events like heart attacks or strokes, among others, so your employees can stay focused on recuperation.

Hospital7

Aflac hospital insurance can help your employees be better prepared for unexpected hospital expenses not covered by their major medical coverage.

Life8

Aflac life insurance will see your family through the tough times with funds to help pay the bills if something happens to you.

Vision9 Aflac vision insurance helps with the costs of eye exams, treatments and vision correction materials.

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Availability varies by state. 1In Idaho, Policies A35100ID–A35400ID, A35B24ID, & A35BOFID. In Oklahoma, A35100OK–A35400OK, A35B24OK, & A35BOFOK. In Virginia, Policies A35100VA–A35400VA, A35B24VA, & A35BOFVA. 2In Oklahoma, Riders CIRIDEROK, CIRIDERHOK. 3In Idaho, Policies A82100RID–A82400RID. In Oklahoma, Policies A82100ROK–A82400ROK. In Virginia, Policies A82100RVA–A82400RVA. 4In Idaho, Policy A57600IDR. In Oklahoma, Policies A57600OK and A57600LBOK. In Virginia, Policies A57600VA and A57600LBVA. 5In Idaho, Policies A78100ID–A78400ID. In Oklahoma, Policies A78100OK–A78400OK. 6In Idaho, Policies A71100ID and A71200ID. In Oklahoma, Policies A71100OK, A71200OK, A74100OK, A74200OK, and A74300OK. In Virginia, Policies A71100VA and A71200VA. 7In Idaho, Policies A49100ID–A49400ID and A4910HID. In Oklahoma, Policies A49100OK–A49400OK and A4910HOK. In Virginia, Policies A49100VAR–A49400VAR and A4910HVAR. 8In Idaho, Oklahoma, and Virginia, Policies ICC64100–ICC64300 and ICC64500 and Policies ICC1368100–ICC1368400. 9In Idaho, Policy VSN100ID. In Oklahoma, Policy VSN100OKR. In Virginia, Policy VSN100VA. Coverage is underwritten by American Family Life Assurance Company of Columbus. In New York, coverage is underwritten by American Family Life Assurance Company of New York.

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Employee deductions, online billing and invoicing

Aflac bills in arrears, meaning your payroll deductions should occur before your first invoice date. That

means Aflac invoices reflect deductions that you have already withheld from each employee’s paycheck.

This helps ensure you have the funds needed at the time of invoice.

Take the hassle out of benefits administration with Aflac Business Services, an online service that

makes managing your account easy.

Register and log in to Aflac’s secure, easy-to-use site to manage your account at your

convenience. Go to Aflac Business Services at aflac.com/BusinessServices.

Sign up for online billing to receive email notifications when your invoice is ready, make

payments electronically and enjoy faster, more accurate processing for your Aflac account.

Manage your account information 24 hours a day, seven days a week.

View and update account and employee information.

View invoice and payment options.

Print frequently used forms.

Username _______________________________ Password _______________________________

ONLINE

SIGN UP

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If you have questions or issues using Aflac Business Services, please contact your agent or email

[email protected].

Aflac Business Services

View employee information

The Invoice screen provides details on each policy, including premiums and payment. You can review

each employee’s deduction for any discrepancies as well as change the amount sent for payment. Be

sure to choose the type of change from the drop-down menu on the appropriate line.

Payment options

An electronic payment ensures the timely processing of changes and more accurate invoices. Changes

to the invoice cannot be fully processed until payment is received. Aflac Business Services allows you to:

Enter bank draft information and submit a one-time electronic payment.

Schedule a payment up to five days past the invoice due date with the

Payment Scheduler feature.

Print a payment stub and pay with a paper check.

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Take your benefits to a better place.

Everwell was created with one goal in mind: to lighten the burden of managing benefits by providing

one-stop, online access to all of your benefits – with added support to help you navigate health

care reform.

Selecting and managing benefits is as easy as point, click and enroll – for you and for your employees.

For the first time, you can select and manage your Aflac, dental, vision and major medical benefits on

one simple-to-use platform. You have the freedom to offer the plans you need to help protect your

employees, and they can choose options that are right for them.

Spend more time managing your business and less time managing your benefits options.

Since Everwell is powered by Aflac, you have the peace of mind that comes from knowing your benefits

platform is backed by over 60 years of experience. So, let’s take your benefits to a better place today.

Getting started is easy. Just point, click and enroll. Simple as that.

Your employees register and select plans.

View and compare plan costs.

Access customer service 24/7.

It’s easy for them. Give your employees direct, online access to everything from major

medical, dental and vision to voluntary and supplemental policies.

We’ve also included helpful features like:

Reminders for product enrollment deadlines.

Downloadable brochures and educational product videos.

Simplified benefits with easy-to-use tools.

It’s easy for you. We’ve made it easier than ever for you to help your employees work

well and live well by including intuitive functionality. With Everwell,

you can:

Administer and manage accounts in real-time.

Manage qualifying events.

Add and remove employees.

Enhance billing and payment options.

The policies and plans offered through the Everwell exchange are provided by multiple carriers. Please visit aflac.com/everwell for more details.

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Manage your policy online

Aflac Policyholder Services, our online policyholder service center, gives you 24/7 secure access to your

account and the tools to manage your policy whenever you need to. Register today to see how easy it is

to have Aflac. Go to aflac.com/MyPolicy and click Register Now.

Submit your claim

At Aflac, we process, approve and pay in just a day.* It’s a simple three-step process:

My Policies Aflac Always® My Claims Personal Info

View your policies and

coverage details, make

a payment or submit

changes online.

Prevent a lapse in coverage

due to changes in

employment or benefits.

Use Aflac SmartClaim® to

file a claim, review claim

status and details, upload

supporting documents and

download forms.

Visit the Message Center

to update your contact

information, change your

password or view your

messages.


To learn more or apply for coverage, contact your Aflac agent

____________________________________________________________________________

at __________________________________________________________________________

or email ___________________________________________________________________

Our system will guide you every step

of the way – from filling out the right

forms to filing your claims – so your

claim can be processed quickly.

Once you’ve filled out the correct

forms, you can upload any other

required documents electronically.

Get your claim in to us by

3 p.m. ET, Monday - Friday, and

we’ll have it processed and paid

within one business day.

USE AFLAC SMARTCLAIM® UPLOAD SUPPORTING DOCUMENTS

SUBMIT BY

3 p.m. ET, M-F

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Customer Service Center

Staffed by more than 500 professional representatives in Columbus, Georgia, and Omaha, Nebraska,

Aflac’s Customer Service Center believes client concerns deserve to be heard by real people. That’s

why our clients and policyholders can call in to speak with friendly, knowledgeable customer service

representatives every time they pick up the phone.

1.800.99.Aflac (800.992.3522) 8 a.m. to 8 p.m. ET, Monday through Friday

Aflac’s Contact Centers have been recognized by J.D. Power for providing

“An Outstanding Customer Service Experience” for the Live Phone Channel.

PHONE

ONLINE

aflac.com/BusinessServices

Register for online

billing to make it easy.

EMAIL

[email protected]

FAX

1.800.448.8922

Aflac Worldwide Headquarters

ATTN: Claims Dept.

1932 Wynnton Road

Columbus, Georgia 31999

MAIL

Additional employer support services

Additional policyholder support services

To submit a claim

Go to aflac.com/Claims to download or submit claim forms. For telephone claim form requests,

please call 1.800.99.Aflac (800.992.3522) between 8 a.m. and 8 p.m. ET, Monday through Friday.

1.877.442.3522

Fax completed claim formsFAX

ONLINE

Aflac SmartClaim® aflac.com/MyPolicy

ONLINE

aflac.com/MyPolicy

J.D. Power 2015 Certified Contact Center Program recognition is based on successful completion of an audit and exceeding a customer satisfaction benchmark through a survey or recent servicing interactions. For more information, visit www.jdpower.com/ccc.

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Plan administrator FAQ

How do new hires enroll in Aflac products?

Contact your local Aflac agent so your new employee can receive a welcome letter.

Notify your employee of the next scheduled enrollment date based on the scheduled visits for new

hire enrollments.

What happens to an employee’s Aflac coverage when they leave the company?

When employees leave the company, their policy goes with them. Provide them with a copy of the

Aflac Always flier (page 24) notifying them about the portability of Aflac products.

Contact your local Aflac agent or inform via fax so that we can initiate their option to continue their

coverage.

Should you require additional assistance to ensure that the invoice is reconciled to reflect any

changes, do not hesitate to contact your local Aflac agent or any other contacts provided. We will

be happy to assist.

Whom do I contact with questions about invoices, deductions or online billing?

Contact your local Aflac agent via phone or email.

Contact Aflac’s Customer Service Center.

Log in to your account via aflac.com/BusinessServices.

Whom do my employees contact if they have a question about Aflac coverage or need to make

a change to their policy?



Log in to your account via aflac.com/MyPolicy.

Whom do my employees contact if they need help filing a claim?

Go to aflac.com/Register to access Aflac Policyholder Services.

• Click Register Now and follow the instructions.

• If already registered, verify or update contact information in the My Personal Info section.

• Remind employees to register for direct deposit through aflac.com/MyPolicy by selecting

Direct Deposit from the menu on the left side of the screen and following the prompts.



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New hire letter

New hire notification cover letter


Frequently Used Forms

WELCOME

PRODUCTS

FAQsCONTACTS

FORMS RECORDS

16

SAMPLEDear <Employee Name>,

You work hard for your paycheck, and we’d like to help you protect it.

We know that life is a balancing act. It’s about standing up to the expected and unexpected every day.

For 60 years, we’ve been dedicated to helping people protect their financial security and peace of mind

when they’ve needed it most.

While you can’t possibly foresee everything that can come your way, you can make smart choices so

you are better prepared for the things life can throw at you. That’s why I’d like to talk to you about Aflac

insurance.

Aflac is different from health insurance; it’s insurance for daily living. While major medical insurance

pays doctors and hospitals, Aflac pays cash benefits directly you.1 Benefits are paid regardless of any

other coverage you may have – even workers’ compensation. And because we want you to be able

to focus on getting better and not worry about how you will pay the unexpected medical bills or other

everyday living expenses such as rent/mortgage payments, we focus on getting you cash as quickly as

possible. Most claims are paid within four days, and with One Day PaySM, eligible claims can be paid in

just a day when you submit online.2 And you use the money however you see fit.

When you have an Aflac policy, it belongs to you, not your company. You own it. So if you change jobs,

don’t worry.

For more information about Aflac policies and to apply for coverage, call us at <XXX.XXX.XXX>.

You’ll always have our promise that we’ll help protect you and your family. I look forward to assisting you.

<Agent Name>, <CA License No>

<Agent Phone>

<Agent Email>

1Benefits are paid directly to you, unless otherwise assigned.2One Day PaySM available for most properly documented, individual claims submitted online through Aflac SmartClaim® by 3 p.m. ET. Aflac SmartClaim® not available on the following: Disability, Life, Vision, Dental, Medicare Supplement, Long Term Care/Home Health Care, Aflac Plus Rider, Specified Disease Rider and Group policies. Individual Company Statistic, 2016. Coverage is underwritten by American Family Life Assurance Company of Columbus. In New York, coverage is underwritten by American Family Life Assurance Company of New York. Worldwide Headquarters | 1932 Wynnton Road | Columbus, GA 31999.

Z150263R 7/15

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Please send the completed letter to your Aflac associate via email or fax.

Attention _________________________________________________________________

Phone ___________________________________________________________________

Fax _____________________________________________________________________

Company name ____________________________________________________________

Employee name ___________________________________________________________

Phone number ____________________________________________________________

Hire date ______________________________

Date eligible for benefits: __________________

Please be advised that we have a new employee.

Thanks,

___________________________________________[Enter account contact name}

New hire cover letter

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Please note, this letter doesn’t remove said employee from the monthly invoice. Those changes should be submitted online via Aflac Business Services.

Please send the completed letter to your Aflac associate via email or fax.

Attention _________________________________________________________________

Phone ___________________________________________________________________

Fax _____________________________________________________________________

Company name ____________________________________________________________

Employee name ___________________________________________________________

Address _________________________________________________________________

Phone number ____________________________________________________________

Separation date ______________________________

The above named employee is no longer employed by our company. Please notify them of their options to continue coverage on a direct basis.

Thanks,

_____________________________________________[Enter account contact name}

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Insert

Wellness claim form(s)

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Deduction report

Salary redirection: Agreements and Waivers

Section 125 plan documents

Aflac Always flier

For Your RecordsWELCOME

PRODUCTS

FAQsCONTACTS

FORMS RECORDS

21

Insert

Deduction report

22

Insert

Copies of Salary redirection: Agreements and Waivers

23

Insert

Copies of Section 125 plan documents

Take your Afl ac benefi ts withyou—no matter where you are.Introducing, Afl ac Always®. It lets you keep your Afl ac benefi tseven if your benefi ts offerings or employment status change.

• Transfer your policies automatically to an alternate billing method ifyour employment status changes.

• Keep the same rates without a break in your coverage.• Enroll in this service free of charge.

Individual coverage is underwritten by American Family Life Assurance Company of Columbus. Worldwide Headquarters | 1932 Wynnton Road | Columbus, GA 31999.

3 Ways to Enroll in Afl ac Always:

Agent – Enroll new policies through your Afl acagent at the time of application.

Online – Enroll an existing policy online by visitingafl ac.com/policies.

Phone – Enroll over the phone by calling1.800.99.AFLAC (1.800.992.3522).

– Enroll new policies through your Afl ac

– Enroll an existing policy online by visiting

M2003R1 7/16

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Customer satisfaction survey

How would you rate your experience with Aflac?

Excellent Good Fair

How would you rate the ease of doing business with Aflac?

Excellent Good Fair

How would you rate the benefits communications and enrollment experience with Aflac?

Excellent Good Fair

Would you recommend Aflac to other businesses?

Yes No

If so, please take a moment to write down the contact information of three people you know

or do business with who would benefit from having Aflac.

1 Company name

Contact person Phone number

2 Company name


3 Company name



Accident Cancer Critical Illness HospitalLump Sum Cancer

Lump Sum Critical Illness

Z150676R 6/16

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