Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
03/07/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
After 30 calls to American Fidelity, I still haven't received any mail or resolution to my claims. This is way out of line for a company of this caliber and totally unacceptable! I am appalled with the lack of professionalism for American Fidelity since I've been paying for disability insurance for so many years now. Of course, now that I need to collect my disability, they turn me down, ignore my calls, ignore emails and faxes. BBB needs to remove the A+ rating given to them since they are horri ble with their customers! I've paid thousands ($150,000) for over 24 years now and still I have zero resolution. TOTALLY UNACCEPTABLE BBB PUT A STOP TO THIS COMPANY!!!
Business response
03/13/2024
Dear Ms. ********:
This correspondence is in response to the Better Business Bureau complaint received in
our office on March 7, 2024, filed by the above referenced complainant.
The complaint submitted by our insured states that after 30 calls to American Fidelity, she
still has not received any mail or resolution to her claim. She states that her communication to
American Fidelity has been ignored. She states that she has been a customer for over 24 years
and is requesting a refund of premium.
In order to determine policy benefits, we must receive a complete claim for benefits and
any necessary records. On January 22, 2024, we received one of the three required sections of
our insured’s claim form. We mailed her an Explanation of Benefits on January 22, 2024,
requesting she provide the remaining two portions of the claim form for our review. On February
23, 2024, we received the remaining claim documentation. Our records indicate that we spoke
with our insured once of January 18, 2024, once on February 6, 2024, three times on March 4,
2024, and four times on March 7, 2024. Based on our review of these phone conversations, we
provided policy and/or claim explanations to our insured’s questions and when requested, her
calls were escalated to upper management for further discussion. On March 7, 2024, our insured
submitted her banking information for direct deposit of her disability benefits. On the same day,
we issued disability benefits via direct deposit to our insured. Based on the information available
to us, it appears that we have remained in contact with our insured and processed her claim as
quickly and efficiently as possible while adhering to applicable policy benefits. Our insured’s claim
is ongoing.
It is our goal for our insureds to have positive experiences with American Fidelity. We
invite the insured to contact us if she would like to further discuss the situation.
BBB complaint – BBB ID NO. ********
Office of Appeals
AMERICAN FIDELITY ASSURANCE COMPANY • **** ******* ******* ******** ***** ** ***** * ********************
Sincerely,
Lorianne *******
Appeals Counsel
American Fidelity Assurance CompanyInitial Complaint
03/07/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
This terribly run organization continues to deny my valid claims for medical mileage reimbursement, causing me unnecessary and extreme amounts of stress and anxiety. I've had to waste so much of my limited time demanding they reimburse me MY OWN MONEY from my FSA. It's infuriating. Their staff get to deny claim after claim with zero repercussions. I want concrete answers and evidence of re-training and guarantees that only people with critical thinking skills are reviewing my files. So far, they have given me none of that, and have wasted over an hour and a half of my time on the phone demanding the reprocess and approve my claims. I'm exhausted.I've attached a screen shot of how much time I've had to waste in just the recent past to get my reimbursements of MY OWN MONEY.Business response
03/15/2024
Dear Ms. ********:
This correspondence is in response to the Better Business Bureau complaint received in
our office on March 7, 2024, filed by the above referenced complainant.
The complaint submitted by our insured states that she had a Healthcare Flexible
Spending account (“FSA”) with American Fidelity and she believes her claims for medical mileage
reimbursement are valid, but they continue to be denied.
Our insured participates in her employer’s Healthcare Flexible Spending Account
(Healthcare FSA) that provides reimbursement for eligible medical expenses. American Fidelity
performs the recordkeeping for that plan to ensure that the Internal Revenue Code requirements
related to the plan are followed to protect the tax advantaged status of the employer’s plan. Our
customer engagement group received a complaint from this insured on March 8, 2023 regarding
the multiple issues that she’s encountered with her mileage reimbursement claims. We did a
thorough review of claims and interactions for all coaching opportunities we had with the
Colleagues involved. These have been addressed. Additional notes have been added to our
insured’s account to help prevent future denials related to the mileage reimbursement claims.
Our insured’s initial mileage claim was received without the necessary information to
meet the documentation requirements under the Internal Revenue Code rules with regard to
Healthcare FSAs. After we spoke with our insured and advised what would be needed, we did
receive the correct documentation. She did have some claims that were denied incorrectly but
have since been reprocessed. At this time, all eligible claims have been paid out.
BBB complaint – BBB ID NO. ********
Office of Appeals
P.O. Box 25523 Oklahoma City, OK 73125-0523 • americanfidelity.com
On March 8, 2023, a customer engagement manager called and left our insured a
voicemail with the manager’s direct contact information and followed up with the insured via
email. The manager followed up with our insured via phone on March 11, 2023 and explained
that the manager will be our insured’s direct point of contact if she has any additional questions
or wants to email her claims directly.
At American Fidelity, we value our customers and are committed to providing quality
insurance products and customer care to our valued insureds. We appreciate the feedback so we
can continually work to improve our processes. If our insured has additional questions, she can
contact our Customer Service Department at 800-662-1113 or the manager whose contact
information she has.
Sincerely,
Lorianne *******
Office of Appeals
American Fidelity Assurance CompanyInitial Complaint
03/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I ELECTED TO HAVE DISABLITY INSURANCES TAKEN FROM MY ACCOUNT FOR EACH PAY PERIOD, TOTALING $85/PER PAY PERIOD. NOTICING A PAY STUB AFTER 3 YEARS, I WAS PAYING DOUBLE THE AMOUNT PER PAY PERIOD. I CONTACTED PAYROLL AT MY JOB, WHO EXPLAINED THAT IT WAS NOT AN OVERSIGHT, BUT INFACT AMERICAN FIDELITY WAS BILLING ME DOUBLE THE AMOUNT I INITIALLY AGREED. AFTER SPEAKING TO ACCOUNT SPECIALISTS AND ACCOUNT MANAGERS THERE WAS THE UNDERSTANDING THAT I WAS BEING CHARGED MORE THAN I AGREED. THE ACCOUNT MANAGER ASSURED ME THAT SHE WOULD SPEAK TO A SCHOOL REPRESENTATIVE AND THE REP WOULD HAVE SOME TYPE OF RESOLUTION. I RECIEVED A CALL FROM THE REP THAT I ORIGINALLY SIGNED UP WITH. HE BEGAN THE CONVERSATION WITH "***************, DON'T YOU REMEMBER SIGNING UP FOR THIS **** INSURANCES FOR YOU AND YOUR SON?" I WAS FURIOUS, IN THAT I DON'T HAVE A SON." I CANCELED ALL OF THE INSURANCE. HOWEVER, THE REP ************************* HAS A REPUTATION OF SIGNING TEACHERS UP FOR INSURANCE AND SERIVICES THAT THEY DID NOT AGREE TO. HE DOES IT IN A MANNER THAT ISN'T TRACEABLE. HE HAS A TRAIL OF YEARS OF DISHONESTY AND THEFT. IN MY CASE OVER A PERIOD OF TIME, I HAVE BEEN CHARGED AROUND 8,000$ FOR SERVICES I DIDNT SIGN UP FOR AND THERES NOT WAY TO PROVE THE DECEPTION. AFTER TO SPEAKING WITH LAWYERS AND ADVISORS, IT WAS SUGGESTED THAT I CONTACT BBB TO HELP ALERT OTHERS ABOUT THESE PRACTICES. IT SEEMS THAT AFTER I SIGNED AND AGREED TO THE 85$/PER PAY PERIOD FOR DISABILTY INSURANCE THAT THE **** INSURANCE WAS ADDED WITHOUT MY KNOWLEDGE.Business response
03/12/2024
Dear Ms. ********:
This correspondence is in response to the Better Business Bureau complaint received in
our office on March 7, 2024, filed by the above referenced complainant.
The complaint submitted by Ms. ***** states that she signed up for Disability coverage at
$85.00 per pay period but after three years she realized she was paying double the amount per
pay period. She states she contacted us and cancelled her coverages but never signed up for life
insurance. She argues the coverage was added without her knowledge. She is asking for
$8,000.00 in a refund.
We regret our insured’s frustrations as our goal is for customers like our insured to have
positive customer service experiences. Based on our review, our insured completed two
Individual Life Insurance Applications with March 1, 2019 Requested Effective Dates applying for
coverage for herself and her spouse. Premium for her coverages was paid through payroll
deductions submitted by her employer. Accordingly, at the time of enrollment, Ms. ***** would
have executed a Benefit Confirmation/Deduction Authorization form authorizing her employer
to pay premium directly from her payroll. As requested by Ms. *****, her policies were made
available electronically on February 14, 2019. In addition to her online access, on October 4, 2021,
we mailed Ms. ***** notifications regarding each life policy to her address on record. Based on
the information available to us, Ms. ***** applied for and paid premium on life coverages for
herself and her spouse beginning March 1, 2019. Copies of her policies were made available to
her on February 14, 2019 and additional communication regarding her policies was mailed to her
in October 2021. On November 3, 2023, we received Request for Cash Surrender forms executed
by Ms. ***** for each of the policies. We processed the Request for Cash Surrender forms on
November 16, 2023 and mailed her checks for the applicable cash values. Ms. ***** applied for
BBB complaint – BBB ID NO. 21399063
Office of Appeals
P.O. Box 25523 Oklahoma City, OK 73125-0523 • americanfidelity.com
coverage, premiums were submitted, and had a loss occurred, benefits would have been
provided. Therefore, we are unable to refund premiums paid.
If our insured has additional questions,she can contact our Customer Service Department
at 800-662-1113.
Sincerely,
Lorianne *******
Office of Appeals
American Fidelity Assurance CompanyInitial Complaint
03/06/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I bought a disability policy from their agent and was assured at the time that any disability happening at work or otherwise that I would be covered. I was disabled at work on 12/29/21 and paid my premiums because I was told several times that after I was taken off of ********* comp to submit the disability forms and my benefits would start. I did what I was told and was denied after over a month. claims were to be done within 7-10 days. I had to call several times to see what was going on. Then I'm informed of an exclusion about being hurt on the job. The agent that sold me the policy can't remember me but he can remember exactly what he told me? How is that possible? I can remember him. I also told my wife exactly what he told me and we both decided to get the policy because of the line of work I did and that we were assured that I would be covered. I was sold the policy in August of 2020. If I would have been killed my wife would have been left hung out to dry because they would not have paid her!! I feel they need to pay the policy until my full retirement age as the policy states due to their agent falsely stating that the policy covered my injury and the csr's saying that I was covered when worker's comp ended. I filed an appeal and it was denied also.Business response
03/11/2024
Dear Ms. ********:
This correspondence is in response to the Better Business Bureau complaint received in
our office on March 6, 2024, filed by the above referenced complainant.
The complaint submitted by our insured states that he purchased a disability policy with
the assurance that any disability would be covered, regardless of occurring at work or otherwise.
Our insured believes his disability policy should provide benefits until retirement age due to the
information provided by the account manager who sold him the policy in 2020.
Our records indicate that our insured initially applied for a disability policy in August 2020,
which excludes benefits for work related disabilities. The following year, our insured applied for
an accident policy with an accident disability income rider. The rider covers accident-related
disabilities regardless of whether the accident was work related. We consulted the account
manager with whom our insured worked during both enrollment sessions. While he did not recall
meeting with our insured specifically, he advised that it is his standard practice to explain to
customers that the disability policy covers disabilities due to accidents outside of the job and
workers’ compensation covers accidents on the job. Additionally, at time of enrollment for the
disability policy, our insured was provided a brochure that included information regarding the
work-related disability exclusion. Furthermore, we have reviewed the phone records between
our insured and/or his spouse and there is no record that customer service indicated his disability
policy would provide benefits once his workers’ compensation claim ended. To the contrary, our
insured and his spouse were advised multiple times, and as early as January 2022, that the
disability policy included an exclusion for work-related disabilities and that benefits would not be
payable under the disability policy for any work-related disability. In fact, during a phone
conversation in October 2022, the insured’s spouse confirmed that she was aware of the
exclusion in the disability policy and was only inquiring about the accident disability income rider
under her spouse’s accident policy.
BBB complaint – BBB ID NO. ********
Office of Appeals
AMERICAN FIDELITY ASSURANCE COMPANY • 9000 Cameron Parkway Oklahoma City, OK 73114 • americanfidelity.com
Based on the information available to us, our insured and his spouse have been accurately
advised that disability benefits under our insured’s disability policy would not be payable as his
policy includes an and exclusion for work-related disabilities. Our insured had a work-related
accident for which benefits under his accident disability income rider attached to his accident
policy provided benefits and for which workers’ compensation accepted liability. As such,
disability benefits have accurately been denied under his disability policy.
Our goal is for our insureds to have positive experiences with American Fidelity and we
invite the insured to contact us if he would like to further discuss the situation.
Sincerely,
Lorianne *******
Appeals Counsel
American Fidelity Assurance CompanyCustomer response
03/12/2024
Complaint: ********
I am rejecting this response because: I was not *********** would not cover a work related injury. I was told that it would not cover until AFTER my ********* comp ended on more than one occasion. Had I known I would not have paid the premiums for the 2 years that I was off work recuperating or bought the policy for $174.58 a month. If they won't pay until my full retirement age then I want the money back for the premiums that I paid for the policy so i have at least some money to live on!Sincerely,
*********************************Business response
03/15/2024
Dear Ms. ********:
This correspondence is in response to the Better Business Bureau follow-up complaint
received in our office on March 12, 2024, filed by the above referenced complainant in response
to our March 6, 2024 response to his initial complaint.
The follow-up complaint submitted by our insured states that he was told his disability
policy would not cover his work-related injury until after his workers’ compensation case ended.
He stated that because he was told that numerous times, he continued to pay policy premiums
while out on disability. He states that should his disability policy not pay until retirement age, he
is requesting a refund of premiums.
As mentioned in our March 6, 2024 letter, we have reviewed the phone records between
our insured and/or his spouse and there is no record that customer service indicated his disability
policy would provide benefits once his workers’ compensation claim ended. To the contrary, our
insured and his spouse were advised multiple times, and as early as January 2022, that the
disability policy included an exclusion for work-related disabilities and that benefits would not be
payable under the disability policy for any work-related disability. Based on the information
available to us, our insured was made aware of the disability policy’s work-related exclusion
through multiple sources. Our insured had a work-related accident for which benefits under his
accident disability income rider attached to his accident policy provided benefits and for which
workers’ compensation accepted liability. As such, disability benefits have accurately been
denied under his disability policy.
Although there are no benefits available to our insured’s work-related disability claim,
benefits under the disability policy would have been provided for an incurred covered loss while
the coverage remains in force. Therefore, we are not able to refund the premiums.
BBB complaint – BBB ID NO. ********
Office of Appeals
AMERICAN FIDELITY ASSURANCE COMPANY • 9000 Cameron Parkway Oklahoma City, OK 73114 • americanfidelity.com
Our goal is for our insureds to have positive experiences with American Fidelity and we
invite the insured to contact us if he would like to further discuss the situation.
Sincerely,
Lorianne *******
Appeals Counsel
American Fidelity Assurance CompanyCustomer response
03/15/2024
Complaint: ********
I am rejecting this response because: I would like a written transcript of every call that was made. That way I can go over them myself with our attorney.
Sincerely,
*********************************Initial Complaint
03/06/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I applied for paid leave ****** in December 2023. I was approved fir my weekly benefits from Jan 2nd - Feb 1st. I still have not received my benefits and every week I call and they tell me they will send them to my bank account and will be deposited in 2 to 3 business days.Business response
03/11/2024
Dear Ms. ********:
This correspondence is in response to the Better Business Bureau complaint received in
our office on March 6, 2024, filed by the above referenced complainant.
The complaint submitted by our insured states that her claim was approved for benefits
covering the period of January 2nd – February 1st. She states that although she has called weekly,
she still has not received policy benefits.
At American Fidelity, we value our customers and are committed to providing quality
insurance products and customer care to our valued insureds. We are also very careful to protect
our customer’s private personal and health information. As our response could be shared on a
public site, we are unable to provide detailed responses in this forum.
Our records provide that our insured’s claim and payment approval was processed on
February 18, 2024. Benefits were submitted for direct deposit based on the bank account
information provided by our insured. However, the funds were returned due to no account
and/or unable to locate account. On February 26, 2024, our records indicate that we received
updated bank account information and a request was made to reissue the funds to the updated
bank account. Instead, a paper check was mailed to our insured’s address. After receipt of this
correspondence, we voided the paper check as it had not yet been tendered and reissued the
benefits for direct deposit to our insured’s updated bank account. We have received confirmation
that the funds have been transferred. Therefore, we believe this matter to be resolved.
We apologize for any frustration this may have caused our insured as it is our goal is for
our insureds to have positive experiences with American Fidelity. We invite the insured to contact
us if she would like to further discuss the situation.
BBB complaint – BBB ID NO. ********
Office of Appeals
AMERICAN FIDELITY ASSURANCE COMPANY • 9000 Cameron Parkway Oklahoma City, OK 73114 • americanfidelity.com
Sincerely,
Lorianne *******
Appeals Counsel
American Fidelity Assurance CompanyInitial Complaint
02/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have had an open claim since November and have had this insurance for 19 months. This company seems to be incompetent and none of the employees, representatives, adjusters, or supervisor have any information about the jobs that they hold. I wait a month at a time to receive feedback from adjusters, regarding the progress of my claims. I am constantly told that my claim is being expedited but there is never any progress made on my claims. The adjusters hang up in my face and dont return calls or emails. The supervisors have no information either. I pay for a service that seems to be unavailable. The adjusters claim to request medical records from listed physicians offices but none of the offices have any records from American fidelity. I had to call and request that they send in my information. I am fed up with the company. I am already suffering from a disability, and now Im having the most trouble trying to process a service I pay for.Business response
03/04/2024
Dear Ms. ********:
This correspondence is in response to the Better Business Bureau complaint received in
our office on February 26, 2024, filed by the above referenced complainant.
The complaint submitted by our insured states that since November 2023, she has had an
open claim on a policy that she has carried for 19 months. Our insured expressed frustration with
our customer service department regarding the ongoing claim review process. She would like
American Fidelity to finish the job.
At American Fidelity, we value our customers and are committed to providing quality
insurance products and customer care to our valued insureds. We are also very careful to protect
our customer’s private personal and health information. As our response could be shared on a
public site, we are unable to provide detailed responses in this forum.
In order to determine policy benefits, we must receive a complete claim for benefits and
any necessary records. By December 4, 2023, we received all three required sections of our
insured’s claim forms requesting policy benefits. Based on information provided on her claim
forms and due to the recent September 1, 2023, Effective Date of coverage for increased benefits
(decreased Elimination Period from 30-days to 7-days), a review of her medical records was
necessary to rule out Pre-Existing Conditions. However, in an Explanation of Benefits mailed to
our insured on December 28, 2023, we commenced her disability claim and paid benefits under
her existing policy with the 30-day Elimination Period. Although our insured returned to work on
January 7, 2024 and is no longer claiming disability benefits, we are continuing our efforts of
requesting her medical records on her behalf to determine if additional benefits are owed. A
third and final request was made on February 22, 2024, to the VA Memphis Health Care for her
medical records. We welcome our insured to submit her medical records as our efforts have gone
unsuccessful. Based on the information available to us, it appears that the necessary steps are
being taken in processing our insured’s claim as quickly and efficiently as possible while adhering
to applicable Policy provisions.
BBB complaint – BBB ID NO. ********
Office of Appeals
AMERICAN FIDELITY ASSURANCE COMPANY • 9000 Cameron Parkway Oklahoma City, OK 73114 • americanfidelity.com
Our goal is for our insureds to have positive experiences with American Fidelity and we
invite the insured to contact us if she would like to further discuss the situation.
Sincerely,
Lorianne *******
Appeals Counsel
American Fidelity Assurance CompanyInitial Complaint
02/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On January 30, 2024 I submitted my claim for Disability. I spoke to a CSR prior to make sure I had all forms needed to facilitate the processing of my claim. I was sent the only forms the company said were needed. On February 15th I called and was told by another CSR that my claim was incomplete and I needed to have the complete medical file as well as my surgical report sent from my doctor. That was done same day. On February 26th after calling the company again and speaking to a second person in the underwriting **** I was told there was another form needed which I should've been informed of from the beginning. I now need to list every doctor I have seen in the past year so the company can verify this is not a preexisting condition. I was also told the process would take far longer than seven business days to complete. This is now the beginning of the fifth week I have been off work and it's beginning to feel like no matter how many hoops I jump through and forms I fill out this company doesn't want to pay out on their policy. The entire advertised purpose this company exists is to make sure people who are off of work can pay their bills. I have yet to pay my February bills and in a week it will be a new month with no payment date in sight. American Fidelity took my premium payments in exchange for a promise of easing my financial, mental, and emotional stress should I ever be not able to work. In reality all they have done is to cause more stress. I did my due diligence several times specifically asking if anything more was needed of me and my answer repeatedly was, no. Each week that goes by I found out more documents were needed. This is highly deceptive marketing on the company's part. This company needs to make good on their level of service promised in a timely fashion. If anything all they've accomplished by adding to my mental and emotional stress is to prolong my healing process after my surgery which is unacceptable.Business response
03/04/2024
Dear Ms. ********:
This correspondence is in response to the Better Business Bureau complaint received in
our office on February 26, 2024, filed by the above referenced complainant.
The complaint submitted by our insured states that she submitted a claim on January 30,
2024. She states that she spoke to customer service and confirmed that all documents had been
received, but was advised on February 15, 2024 that additional information was needed. She
argues that it has now been five weeks and we need to make good on promised timely service.
At American Fidelity, we value our customers and are committed to providing quality
insurance products and customer care to our valued insureds. We are also very careful to protect
our customer’s private personal and health information. As our response could be shared on a
public site, we are unable to provide detailed responses in this forum.
In order to determine policy benefits, we must receive a complete claim for benefits and
any necessary records. On January 30, 2024, we received one of the three required sections of
our insured’s claim form. We mailed her an Explanation of Benefits on January 30, 2024
requesting she provide the remaining two portions of the claim form for our review. On February
7, 2024, we received the employer’s portion of claim form. We mailed our insured an Explanation
of Benefits on February 7, 2024 requesting she provide the physician’s portion of the claim form.
On February 9, 2024 we received the physician's portion of the claim form. On February 15, 2024,
we spoke to our insured regarding her claim status, and she advised that the return-to-work date
provided on the physician’s claim form was incorrect. On February 23, 2024, we received a
revised physician’s portion of the claim form. On February 26, 2024, we spoke to our insured and
advised that based on information provided on her claim form and the recent January 1, 2024,
Effective Date of coverage, a review of her medical records would be necessary to rule out PreExisting Conditions. We are currently in the process of requesting and collecting our insured’s
medical records on her behalf. Based on the information available to us it appears that the
BBB complaint – BBB ID NO. ********
Office of Appeals
AMERICAN FIDELITY ASSURANCE COMPANY • 9000 Cameron Parkway Oklahoma City, OK 73114 • americanfidelity.com
necessary steps are being taken in processing our insured’s claim as quickly and efficiently as
possible while adhering to applicable Policy provisions.
Our goal is for our insureds to have positive experiences with American Fidelity and we
invite the insured to contact us if she would like to further discuss the situation.
Sincerely,
Lorianne *******
Appeals Counsel
American Fidelity Assurance CompanyCustomer response
03/05/2024
Complaint: ********
I am rejecting this response because: I spoke to close to 10 or more customer service representatives one of which was a supervisor. All of these people put me on hold to review my policy, my claim, etc and every single one of them kept telling me American Fidelity had all the documentation needed to process my claim and kept giving me approximate dates when I should be receiving a payment. Each time after my calls American Fidelity continued to come up with an additional form they claimed was the only form needed to process my claim. They were not in fact the only forms because each time after 7-10 business days elapsed I was told of yet another form needed. I should've been given a complete list of forms from my 1st or even 3rd phone call not having just shy of a month of back and forth. During this time I was experiencing additional undue stress caused by nobody I spoke to having correct information and having no source of income to pay my bills yet I kept being given approximate dates of expected payment. The utter lack of correct information is being dismissed by this company along with the unnecessary high level of stress caused by them. American Fidelity has a complete lack of regard for their clients and obviously needs to overhaul their training of both regular customer service reps as well as supervisors. Their response is unacceptable.
Sincerely,
*******************Business response
03/11/2024
Dear Ms. ********:
This correspondence is in response to the Better Business Bureau complaint rejection
received in our office on March 4, 2024, filed by the above referenced complainant regarding our
March 4, 2024 response to her initial complaint.
The complaint rejection submitted by our insured states that she spoke to ten or more
customer service representatives including a supervisor and was advised that they had all the
information necessary to review her claim. She argues that she was given approximate payment
dates. She argues that she should have been given a complete list of the forms needed the first
time she called and not had the back and forth. She argues that she was not provided with correct
information causing high levels of stress. For these reasons she feels our response is
unacceptable.
As previously advised in our initial response dated March 4, 2024, we received a
completed claim form requesting Policy benefits on February 23, 2024 and advised our insured
on February 26, 2024 that additional information was necessary to consider policy benefits. We
are currently in the process of requesting and collecting our insured’s medical records on her
behalf to complete the claim review process. It appears that the necessary steps are being taken
in processing our insured’s claim as quickly and efficiently as possible while adhering to applicable
Policy provisions.
After receipt of the complaint rejection, we reviewed the phone records for our insured.
We found that we spoke to our insured on multiple occasions between January 26, 2024 and
February 26, 2024 regarding her claim. On January 26, 2024 she contacted us asking what was
necessary to file a claim and we informed her that she would need to provide all three portions
of the claim form for us to review. During subsequent calls we discussed claim status, details of
the documents submitted, missing required documents, and time frames for reviewing the
documents submitted. There is no indication in any of these calls that we advised our insured we
BBB complaint – BBB ID NO. ********
Office of Appeals
AMERICAN FIDELITY ASSURANCE COMPANY • 9000 Cameron Parkway Oklahoma City, OK 73114 • americanfidelity.com
had received everything necessary to process her claim or that we provided dates by which she
would receive benefits.
Our goal is for our insureds to have positive experiences with American Fidelity and we
invite the insured to contact us if she would like to further discuss the situation.
Sincerely,
Lorianne *******
Appeals Counsel
American Fidelity Assurance CompanyInitial Complaint
02/02/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
have a flex spending reimbursement account with *********************************************, through Tuscaloosa County Schools. I retired from Tuscaloosa County effective August 1, 2023. Qualified expenses that occurred after July 31, 2023, have been denied due to my retirement. My retirement resulted in the termination of ***************; however I have excess of over $800 of funds I contributed into the account. All claims that I submitted for reimbursement with service dates after July 31, 2023 have been denied. According to a phone representative for AF, my policy states that reimbursements would only be approved for services that occurred during my employment with ********** (Jan 1 through July 31, 2023). AF refused access to my policy when asked about the guidelines, and only offered to share information from a blog regarding benefits after termination. Also, my specific policy/benefit is not listed in my personal online account. Furthermore I received personal counseling for the policy prior to signing the agreement; however, I did not receive counseling prior to/or following my retirement.Desired Outcome/SettlementBusiness response
02/13/2024
Dear Ms. ********:
This correspondence is in response to the Better Business Bureau complaint received in
our office on February 5, 2024, filed by the above referenced complainant.
The complaint submitted by our insured states that she had a Healthcare Flexible
Spending account (“FSA”) with American Fidelity and that expenses incurred after she retired on
August 1, 2023 have been denied. She would like all the claims for 2023 approved and paid or
all monies in her FSA returned.
At American Fidelity, we value our customers and are committed to providing quality
insurance products and customer care to our valued insureds. After receipt of our insured’s
complaint, we reviewed her FSA activity for the 2023 plan year. We determined that her claims
have been properly adjudicated.
By law, the FSA only provides reimbursement for eligible medical expenses incurred while
a participant is covered by the plan. When our insured signed her Benefit Verification form for
the 2023 plan year, she acknowledged that, “If I have elected the FSA benefit, I have received a
copy of the Rules of Participation and understand and agree to the terms and conditions of
participation in the Section 125 Plan, Flexible Spending Account(s) and/or Benefits Debit Card.”
The Rules of Participation were attached to the Benefit Verification and include the following, “If
employment is terminated and you do not elect to continue HCFSA coverage through COBRA,
only eligible expenses incurred before termination of coverage may be reimbursed.” As our
insured did not elect to continue her FSA through COBRA, only eligible medical expenses incurred
before her retirement are reimbursable under the FSA.
BBB complaint – BBB ID NO. 21237939
Office of Appeals
P.O. Box 25523 Oklahoma City, OK 73125-0523 • americanfidelity.com
Our insured’s FSA election for 2023 was $900 and she had a carryover amount of $223.59
from the 2022 plan year. She tried to use her Benefits Debit Card in September, but it was
properly denied as the expense was incurred after her retirement. All her other claims were
submitted in December 2023. Those incurred prior to her termination date were approved and
reimbursed and those incurred after her termination date were denied in accordance with the
FSA rules. She has $888.17 remaining in her FSA since most of her claims paid in 2023 were
covered by her 2022 carryover.
Her plan has a run-off period that ends March 31, 2024. So, she still has until March 31,
2024 to make claims for eligible medical expenses incurred prior to her July 31, 2023 termination
date. By law, FSAs are “use or lose” accounts. This means that at the end of the plan year, the
funds not used to reimburse eligible medical expenses must be forfeited and returned to the
employer's plan. Accordingly, we may not distribute the remaining FSA balance to our insured.
If our insured has additional questions,she can contact our Customer Service Department
at 800-662-1113.
Sincerely,
Lorianne *******
Office of Appeals
American Fidelity Assurance CompanyInitial Complaint
01/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
My name is ***********************. I use American Fidelity for disability insurance and life insurance through my place of work. In 2019 I was divorced and requested that American Fidelity update my name and beneficiary. At this time, 1/8/2024 my ex-husband is STILL listed as a beneficiary on my accounts. I have sent in an updated signed form no less than 3 times. It took two requests to get my name updated. The complete lack of professionalism by this company is appalling.Business response
01/16/2024
Dear Ms. ********:
This correspondence is in response to the Better Business Bureau complaint received in
our office on January 10, 2024, filed by the above referenced complainant.
The complaint submitted by Ms. ***** states that she divorced in 2019 and requested
American Fidelity update her name and beneficiary. She states her name was updated but argues
that despite submitting the forms three times the beneficiary has not been updated as of January
8, 2024. She is requesting her information be updated correctly and wants an official apology.
Based on our review, Ms. *****’ Request For Change of Beneficiary was processed as
quickly and efficiently as possible after receipt of the fully executed form.
We regret our insured’s frustrations as our goal is for customers like our insured to have
positive customer service experiences. Based on our review, our insured initially submitted a
Request For Change of Beneficiary on April 11, 2020. The form was not fully executed, and on
April 11, 2020 we mailed Ms. ***** a letter advising the change could not be processed and
requesting she submit a fully executed form. On September 3, 2020 we received the fully
executed Request for Change of Beneficiary form and the beneficiary for Ms. ***** disability and
life policy was updated from her ex-spouse to her father as requested. On September 10, 2020
and September 28, 2020 we mailed Ms. ***** letters advising her the her requested beneficiary
change had been processed for her policies. On January 17, 2022 we received a duplicate Request
for Change of Beneficiary form, however, as the change had been processed in September 2020
no change was facilitated. On January 2, 2024 we received an email from Ms. ***** requesting
the immediate processing of her Request for Change of Beneficiary form updating her beneficiary
BBB complaint – BBB ID NO. ********
Office of Appeals
P.O. Box 25523 Oklahoma City, OK 73125-0523 • americanfidelity.com
from her ex-spouse to her father. On January 3, 2024 we mailed Ms. ***** a letter advising that
her Request for Change of Beneficiary form had been processed.
Based on our review, Ms. *****’ fully executed Request For Change of Beneficiary was
received on September 3, 2020 and processed September 10, 2020. We mailed Ms. *****’ two
letters confirming the beneficiary change on September 10 and 28, 2020 respectively. After Ms.
***** January 2, 2024 inquiry regarding her Request For Change of Beneficiary, we mailed her a
letter on January 3, 2024 advising the change had been processed. We apologize for any
confusion this may have caused as our letter did not specify the change had been processed in
September 2020. It appears that Ms. *****’ Request For Change of Beneficiary from her exspouse to her father was processed as quickly and efficiently as possible in September 2020. If
our insured has additional questions, she can contact our Customer Service Department at 800-
662-1113.
Sincerely,
Lorianne *******
Office of Appeals
American Fidelity Assurance CompanyCustomer response
01/16/2024
Complaint: ********
I am rejecting this response because:On December 21, 2023 I inquired with my account rep *************************** about the beneficiary on my account. The screen shot attached shows an email sent from the beneficiary department verifying that my ex husband *********************** was still listed as a beneficiary on account *********.
Sincerely,
***************************Business response
01/22/2024
Dear Ms. ********:
The follow up complaint submitted by Ms. ***** in response to our January 16, 2024
response to the original complaint states that she rejects our response.
The complaint rejection submitted by Ms. ***** states that she was emailed by her
account manager in December 2023 who forwarded her an email from our beneficiary
department advised her that her ex-spouse was still the beneficiary.
After receipt of her rejection, we conducted additional research and found that on
December 21, 2023, our beneficiary department emailed Ms. *****’ account manager and
provided incorrect information regarding the beneficiaries of Ms. *****’ policies. As this
communication was not directly between our beneficiary department and Ms. ***** it was not
found during our initial review, and therefore we did not address this in our initial response.
We apologize that Ms. ***** was provided incorrect information in December 2023. As
advised in our initial response, Ms. *****’ fully executed Request For Change of Beneficiary was
received on September 3, 2020 and processed September 10, 2020. We apologize for any
confusion the December email may have caused. Ms. *****’ Request For Change of Beneficiary
from her ex-spouse to her father was processed as quickly and efficiently as possible in
September 2020. As requested, our special services department is mailing Ms. ***** a letter
providing confirmation that her father is the beneficiary of her policies.
If our insured has additional questions,she can contact our Customer Service Department
at 800-662-1113.
BBB complaint – BBB ID NO. ********
Office of Appeals
P.O. Box 25523 Oklahoma City, OK 73125-0523 • americanfidelity.com
Sincerely,
Lorianne *******
Office of Appeals
American Fidelity Assurance CompanyInitial Complaint
12/28/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 06/01/23 I experienced fraud using my American Fidelity Flex Benefits Account Card. The thieves wiped out my account, taking $400 of the $435. I had in ***************. I filed an online fraud claim immediately online with American Fidelity. I called American Fidelity the next day to make sure the claim was processing. I was told to wait 90 days ** Mastercard needed to review the claim and within 90 days I would have an answer/resolution. Fast forward to 12/27/23 (7 months later) and I have heard NOTHING from American Fidelity or Mastercard about this claim. I have called every month and asked for updates, been promised that someone will call with an update, and heard NOTHING. I have every call, date, time, and who I spoke to written down and attached below. The American Fidelity staff I reach on the phone reach out to their supervisors and still no resolution has occurred. My son is awaiting medically necessary surgery and I need the $400 in this account to pay for that, so we have had to postpone his surgery until we can get this resolved and that is not right.Business response
01/04/2024
Dear Ms. ********:
This correspondence is in response to the Better Business Bureau complaint received in
our office on December 28, 2023, filed by the above referenced complainant.
The complaint submitted by our insured states that she experienced fraud on her
American Fidelity Flex Benefits Account Card and that $400 was taken from her account. She
immediately filed an online fraud claim with American Fidelity. When she called the next day to
follow up she was told to wait 90 days because Mastercard needed to review the claim and within
90 days she would have an answer/resolution. As of December 27, 2023 she has heard nothing
from American Fidelity or Mastercard on this claim.
At American Fidelity, we value our customers and are committed to providing quality
insurance products and customer care to our valued insureds. After receipt of our insured’s
complaint we did contact our Master Card partner to expedite a response in our insured’s fraud
claim. We apologize that it took six months for us to get this information. Based on the
information provided by Master Card there was no fraud on the Benefits Debit Card. One of the
insured’s cards was presented at a provider for payment of an expense on June 1, 2023. We have
contacted our insured directly about this topic and we believe the issue has been resolved.
We apologize for any inconvenience this may have caused our insured and appreciate her
communication as it is only through feedback that we can continually work to improve our
customer service experience. If our insured has additional questions she can contact our
Customer Service Department at 800-662-1113.
BBB complaint – BBB ID NO. ********
Office of Appeals
**** *** ***** ******** ***** ** ********** * ********************
Sincerely,
Lorianne *******
Office of Appeals
American Fidelity Assurance Company
Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Want a quote from this business?
Get a QuoteCustomer Complaints Summary
57 total complaints in the last 3 years.
24 complaints closed in the last 12 months.