Aflac – Not paying claim

Country: USA
Description of complaint:
My Sister passed away on Jan 15,2025. She had 5 Aflac policies, 3 of which should have that should have paid out: Cancer, Life, SSD,. I filled out the CORRECT paperwork before her death for the cancer diagnosis, hospital stays and SSD they back owed her from before her death. I reported her Death on February 28th and reached out multiple times for life insurance payment of a significant amount. To no avail with countless emails and calls. I finally got a letter 2 months later stating that the Cancer and SSD WAS NO LONGER PAYABLE BECAUSE SHE WAS DEAD. I said the claim was BEFORE SHE PASSED? They then stated I was not the beneficiary on her Life insurance policy, and sorry but they couldn't pay me nor could they tell me who the beneficiary was? However I have been her legal POA since 2023, so I legally have a right to this information Business Headquarters
Location
1932 Wynnton Rd,
Columbus, GA 31999-0001
(800) 992-3522
If you have any questions or concerns, please contact the BBB assigned to your complaint: Better Business Bureau
serving the Fall Line Corridor,
Inc.
277 Martin Luther King Jr.
Blvd., Ste. 201
Macon, GA 31201-3495
(478) 742-7999
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Better Business Bureau®
6/19/25, 9:12 AM Step 3 | File Complaint against Aflac | Better Business Bureau
https://www.bbb.org/file-a-complaint/0743-101327/form 1/4 on her behalf. Long story short, I called over and over and all they say is "sorry we cant tell you anything". I sent them the POA paperwork and death certificate and told them to cancel all her policies which was direct debited monthly in the amount of$333.15. They said all set, they are cancelled. So I wrote down the info of who and when I spoke with the person. Of course thy did not cancel it saying "We never received the paperwork" OF COURSE THEY DIDNT! I certified it and mailed it to corporate. I also resubmitted on April 23,2025 for the life insurance policy stating me as the beneficiary with a copy of the notarized change that she did in 2022. I was then sent paperwork 2 days later to apply for the life insurance on behalf of her estate. So I did that. CRICKETS! So I call again, I was told "its in process" and we are now at the end of June, so 5 months later not only are they collecting interest on HER money but I have also been charged the $333.00 every month since she died. I am grieving my sister and yet they can abuse and literally steal our money! in exhausted with this and I need a resolution.