Claims & Help

File a Claim

Claims are filed directly with Aflac. To submit a claim online:

  • Log in to mylogin.aflac.com. If this is your first time logging in, you’ll need to register with your certificate number or your Social Security number.
  • Select New Claim from the right sidebar menu.
  • Select the applicable coverage (Accident, Critical Illness or Hospital Indemnity)
  • Continue the step-by-step process to add information about your claim, including supporting documentation.

To protect against fraud, Aflac uses technology and information gathered from consumer reporting databases. If you complete the online Authorization to Obtain Information form at the beginning of the claims process, Aflac can assist in gathering required documentation by contacting your health care providers directly.

If you have questions or need help filing a claim, call Aflac customer service toll-free at (800) 433-3036, Monday through Friday, 6:00 a.m. to 4:00 p.m. Pacific.

Accident

File a claim online or download a paper form [PDF] and mail, email or fax the completed form to Aflac.

All claims are required to include an itemized bill from the physician’s office. Depending on the services you received, these additional documents may be needed to process your claim. Before filing your claim, make sure you have these documents ready to upload or send with your paper claim form:

If Treatment for Your Accident Involved: Required Documentation
A hospital stay
  • Itemized bill from the hospital or medical facility
  • Chart notes with admission and discharge paperwork
SurgerySurgical report
Emergency transportAmbulance bill
Diagnostic tests, such as X-ray, CT scan, MRI, MRA, EEG, etc.Major diagnostic exam report of billing
Follow-up visits or physical therapyFollow-up visit receipts with dates and charges
Medical appliances, such as crutches, wheelchair, etc.Appliance receipt

Additionally, if you were involved in a motor vehicle accident, you’ll need to submit an accident report (police report).

Critical Illness

  • Before filing your claim, ask the physician who first diagnosed your condition to complete and return the Physician’s Statement Form [PDF].
  • Then file a claim online or download a paper form [PDF] and mail, email or fax the completed form to Aflac. Complete all the information requested on the Insured’s Statement portion of the claim form.
  • Submit the following with your claim:
    • Required medical documentation for the specific covered critical illness
    • The claimant’s birth certificate
    • A list of the names of all doctors and hospitals in the appropriate section
    • Signed and dated Authorization for Disclosure of Health Information (HIPAA form)
    • If you are filing during the first year of your coverage effective date, you must provide the information requested on the Pre-Existing Investigation Statement
  • Date and sign all required forms where indicated

To file a wellness claim for an annual health screening or mammography benefit, complete the form online or download a paper form [PDF], and mail, email or fax the completed form to Aflac.

Hospital Indemnity

  • File a claim online or download a paper form [PDF] and mail, email or fax the completed form to Aflac.
  • Submit the following with your claim:
    • Itemized bills showing medical treatment dates and diagnosed conditions
    • Hospital admission and discharge papers for inpatient hospital admission and confinement benefits
    • Pharmacy receipts for prescription drug reimbursement
    • A signed and dated Authorization for Disclosure of Health Information (HIPAA form)
    • If you are filing during the first year of your coverage effective date, you must provide the information requested on the Pre-Existing Investigation Statement
  • Date and sign all required forms where indicated.

To file a wellness claim for an annual mammography benefit, complete the form online or download a paper form [PDF], complete and mail it to Aflac.

Wellness

To file a wellness claim for an annual health screening test (included in Critical Illness coverage only) or mammography benefit (included in both Critical Illness and Hospital Indemnity), complete the form online or download a paper form [PDF] and mail, email or fax the completed form to Aflac.

To complete the form online:

  • Select New Claim
  • Select Critical Illness OR Hospital Indemnity (as applicable), then select Next
  • Select Wellness, then select Next
  • Continue the step-by-step claim process

Appeals

If your claim for benefits is denied, you have the right to file an appeal with Aflac. Appeals must be submitted in writing (free-form letter) to: Aflac Appeals Group, PO Box 427, Columbia, SC 29202, within 60 days of the notice of denial. Include additional medical documentation and other pertinent information you would like considered.

Get Help

If you have questions or need help filing a claim, call Aflac customer service toll-free at (800) 433-3036, Monday through Friday, 6:00 a.m. to 4:00 p.m. Pacific.