Aflac's Follow-Up Process for Disability Claims
Aflac does follow up on disability claims, but the process depends on the type of policy you hold and whether your claim is still under review. Aflac's claims department will contact you if they need additional medical records, clarification on your condition, or updated information about your work status. However, you should not wait passively—tracking your claim yourself and responding quickly to any requests will speed the process.
The follow-up timeline varies. straightforward claims with complete documentation may be decided within two to four weeks. Claims that require medical review or clarification can take six to eight weeks or longer. Aflac will typically reach out by phone, email, or mail, depending on the contact method you provided when you filed.
Key Takeaways
- Aflac contacts claimants when they need more information, but you should not assume silence means approval—check your claim status yourself every two weeks.
- Respond to any request for medical records or information within the timeframe Aflac provides, usually five to ten business days, or your claim may be delayed.
- Aflac may request updated medical exams or records from your doctor to verify your condition matches your policy's definition of disability.
- If Aflac denies your claim, you have the right to appeal with additional medical evidence or a written explanation of why you believe the decision was wrong.
What Triggers Aflac to Contact You During a Claim
Aflac reaches out when your initial claim submission is missing information or when the medical records you provided do not clearly support your stated disability. Common reasons for follow-up include incomplete claim forms, missing dates of medical treatment, no doctor's statement, or a condition that does not clearly match your policy's definition of disability.
Aflac may also contact you if your claim shows a gap between when you stopped working and when you filed the claim. Disability policies typically require you to file within a certain window—often 30 to 90 days of the date you became unable to work. If there is a long delay, Aflac will ask why and may request evidence that you were disabled during the entire gap period.
Additionally, Aflac sometimes requests a follow-up medical exam from an independent doctor they choose, at no cost to you. This happens when your condition is serious, when the claim amount is large, or when the medical evidence you submitted is unclear or outdated.
How to Check Your Claim Status Without Waiting for Contact
You do not have to wait for Aflac to reach out. Log into your Aflac account online or call the claims phone number on your policy documents to request a status update. Have your policy number and claim number ready. Aflac's claims representatives can tell you whether your claim is still under review, whether they are waiting for information from you or your doctor, or whether a decision has been made.
Check your claim status every two weeks if you have not heard anything. This serves two purposes: it keeps you informed, and it reminds Aflac that you are waiting for a decision. If Aflac is waiting for records from your doctor, a follow-up call from you can prompt the claims department to contact your doctor's office again.
Responding to Aflac's Requests for Information or Records
When Aflac asks for additional information, they will specify a important date—usually five to ten business days. Meet this important date. If you miss it, Aflac may delay your claim or, in some cases, deny it for lack of cooperation.
If Aflac requests medical records from your doctor, contact your doctor's office when ready and ask them to send the records directly to Aflac. Provide your doctor with Aflac's fax number or mailing address, which Aflac will have given you in their request letter. Do not assume your doctor will send records on their own—follow up with the office after three business days to confirm the records were sent.
If Aflac asks you to attend an independent medical exam, you are required to go. Aflac will provide the doctor's name, location, and appointment time. The exam is free, and Aflac covers any travel costs if the exam location is more than a certain distance from your home (usually 50 miles). If you cannot attend the scheduled appointment, contact Aflac when ready to reschedule.
What Happens If Aflac Denies Your Claim
If Aflac denies your claim, you will receive a written denial letter explaining the reason. Common reasons include: your condition does not meet the policy's definition of disability, you did not file within the required timeframe, you did not provide sufficient medical evidence, or you did not fully cooperate with Aflac's requests for information.
You have the right to appeal a denial. Most Aflac policies allow you to appeal within a set period—typically 30 to 60 days from the denial date. To appeal, submit a written request to Aflac's appeals department (the address will be in your denial letter) along with any new medical evidence, a letter from your doctor supporting your claim, or a written explanation of why you believe Aflac's decision was incorrect.
An appeal is reviewed by a different person or team at Aflac than the one who made the original decision. If your appeal is also denied, you may have the right to pursue an external review through your state's insurance commissioner's office, though this varies by state and policy type.
Ongoing Follow-Up After Your Claim Is Approved
Approval is not the end of Aflac's involvement. Depending on your policy, Aflac may require periodic check-ins to confirm you remain disabled and unable to work. This is called a recertification or proof of continuing disability.
Aflac will contact you at intervals specified in your policy—often every 6 or 12 months—and ask you to provide updated medical records or a statement from your doctor confirming your condition has not improved. You must respond to these requests or Aflac may suspend or terminate your benefits. Keep copies of all medical records and doctor statements you submit, and respond to recertification requests promptly.
Frequently Asked Questions
How long does Aflac usually take to decide on a disability claim?
Most claims are decided within 30 to 60 days if all required information is provided upfront. Claims that require medical review, additional records, or an independent exam can take 60 to 90 days or longer. The timeline depends on how quickly you respond to Aflac's requests and how quickly your doctor sends records.
What should I do if Aflac has not contacted me in three weeks?
Call Aflac's claims department and ask for a status update. Do not assume silence means your claim is approved. Aflac may be waiting for records from your doctor, or your claim may be in a queue. A phone call ensures your claim stays on track and gives you a chance to provide any missing information when ready.
Can Aflac deny my claim if I do not attend the independent medical exam?
Yes. Failure to attend a required independent exam without a valid reason can result in claim denial. If you cannot attend the scheduled appointment, contact Aflac when ready to reschedule. If you have a legitimate reason for not attending (such as a medical emergency), explain it in writing and ask Aflac to reschedule.
What if my doctor will not send records to Aflac?
Contact your doctor's office and ask why. Most offices send records routinely, but some require a signed authorization from you first. Ask your doctor's office what they need and provide it. If the office continues to refuse, contact Aflac and ask whether they can request the records directly or whether you can submit them yourself on your doctor's behalf.
Do I have to tell Aflac if my condition improves while I am receiving benefits?
Yes. Your policy requires you to report any change in your condition or work status. If you return to work, even part-time, or if your condition improves significantly, contact Aflac when ready. Failing to report changes can result in overpayment, which Aflac may ask you to repay.