What to do when a Aflac account holder dies
Contact Aflac's Policy Service Department — 5-step process, 7 required documents, and life insurance claims typically take 14 to 60 days from filing to death benefit payout, depending on documentation completeness and policy review. direct deposit is faster than paper checks. delays may occur if the policy is within the two-year contestability period, documentation is incomplete, or circumstances of death require further investigation.
Aflac Customer Solutions Center
Phone1-800-992-3522
Mailing Address
Aflac Consumer Response & Resolution Department, PO Box 5388, Columbus, GA 31906-0388
Aflac New York
Aflac Dental & Vision
Davis Vision
Aflac Group
Aflac Tier One
Fraud Reporting
WebsiteLearn more→
Policy Service Department
Phone1-800-992-3522
Fax1-800-448-8922
Mailing Address
Aflac, Attn: Policy Service Department, 1932 Wynnton Road, Columbus, GA 31999-7000
Aflac New York Policy Services Fax
Claims Department
Phone1-800-992-3522
Fax1-877-442-3522
Mailing Address
Aflac, 1932 Wynnton Road, Columbus, GA 31999
Aflac New York Claims
Aflac New York Claims Fax
Aflac Group Claims Fax
WebsiteNotify online→
Verified Apr 2026
When an insured person dies, the beneficiary or executor should contact Aflac's Policy Service Department at 1-800-992-3522 to start the claims process. Insurance proceeds are paid directly to the named beneficiary and do not go through probate. How quickly the claim is processed depends on the policy type, documentation, and cause of death.
Aflac provides an online portal for initiating death claims, which can simplify the initial notification and document submission process. Claims can also be started by phone or by mailing the required documents.
Death claim process
Here is the step-by-step death claim process at Aflac:
Filing a claim
1
Locate the Aflac policy documents and note the policy number
2
File the claim through one of these channels:
- Log in to MyAflac at mylogin.aflac.com (fastest method)
- Use the MyAflac mobile app (iOS and Android)
- Download state-specific claim forms from aflac.com/file-a-claim
- Call 800-992-3522 for claims assistance (Monday-Friday, 9:00am-7:00pm ET)
3
Submit required documentation with the claim:
- Certified death certificate
- Physician's statement if the policy is less than two years old
- Police report or accident report if death was due to accident
4
Select payout method: lump sum, installment, specific income, annuity, or retained asset account
5
Set up direct deposit for faster payment
Required Documents
- Completed life/accidental death claim form (state-specific)
- Certified death certificate
- Government-issued ID for the beneficiary
- Policy number and deceased's information
- Physician's statement (if policy is less than two years old or within contestability period)
- Police report or accident report (if death was due to accident)
- Trust documents and trustee ID (if a trust is the beneficiary)
Online filing through MyAflac is the fastest method and is available 24/7. The MyAflac mobile app also allows claim filing around the clock. Claim forms are state-specific; select the policyholder's state of residence when downloading forms. For Illinois life claims, forms must be obtained by calling 800-992-3522 during business hours. A claims checklist for life claims is available at aflac.com/individuals/policyholders/claims-checklist.aspx. Claims appeals must be submitted within 180 days of the decision using the claim appeal form (available at apidocs.aflac.com/docs/claimforms/claim_appeal_form.pdf) to: Aflac Claims Appeals, PO Box 84065, Columbus, GA 31908-9998 (fax: 888-659-1023). Maximum of three appeals per claim. For Aflac Life, Absence and Disability Solutions appeals, fax to 800-206-9186 or email myPLADSappeal@aflac.com, or mail to Appeals Administrative Office, PO Box 8308, Columbus, GA 31908-8308.
Processing timelines at Aflac: Life insurance claims typically take 14 to 60 days from filing to death benefit payout, depending on documentation completeness and policy review. Direct deposit is faster than paper checks. Delays may occur if the policy is within the two-year contestability period, documentation is incomplete, or circumstances of death require further investigation. Incomplete documentation is the most common cause of delays—submitting all required documents with the initial claim helps avoid additional processing time.
Aflac requires several documents to process a claim, including Completed life/accidental death claim form (state-specific), Certified death certificate, and Government-issued ID for the beneficiary, and additional documentation depending on the account type. Certified copies are typically needed—photocopies are generally not accepted for death certificates or court documents.
Frequently asked questions
An ILIT is a legal arrangement where a trust owns a life insurance policy, removing the death benefit from the grantor's taxable estate. Aflac states that you can build an ILIT into their term or whole life insurance plans. The trust can own the policy from inception, or an existing policy can be transferred to the trust, subject to a three-year lookback rule under IRC Section 2035. Once established, the grantor permanently relinquishes control of the policy. Aflac does not set up ILITs; you must work with an estate attorney to establish one. Benefits of an ILIT include estate tax reduction, asset protection, and controlled distribution of the death benefit.
The fastest method is to file online through your MyAflac account at mylogin.aflac.com or through the MyAflac mobile app, both available 24/7. You can also download state-specific claim forms from aflac.com/file-a-claim and submit by fax to 877-442-3522 or by mail to Aflac, 1932 Wynnton Road, Columbus, GA 31999. You can also call 800-992-3522 for claims assistance (Monday-Friday, 9:00am-7:00pm ET). You will need the policy number, a certified death certificate, and a completed claim form. For Illinois life claims, forms must be requested by calling 800-992-3522.
Aflac offers several payout methods: a lump-sum payment (the full death benefit in one payment), an installment payout (benefits distributed on a fixed schedule -- monthly, quarterly, or annually), a specific income payout (the payout placed into an interest-bearing account with chosen monthly or annual payments), an annuity payout (guaranteed payments for the remainder of the beneficiary's life), or a retained asset account (an interest-bearing account you can write checks against as needed). Life insurance payouts are generally not taxable income, though interest earned through certain payout methods may be subject to taxes.
Life insurance claims typically take 14 to 60 days from filing to death benefit payout, depending on documentation completeness and policy review. Filing online through MyAflac or the MyAflac mobile app is the fastest method and is available 24/7. Setting up direct deposit speeds payment compared to paper checks. Delays may occur if the policy is within the two-year contestability period, documentation is incomplete, or circumstances of death require further investigation.
Aflac whole life insurance provides permanent coverage with cash value accumulation and death benefits up to $112,500, suitable for broader estate planning needs including ILIT ownership. Aflac final expense whole life insurance is designed specifically for end-of-life costs (funeral, burial, medical bills) with smaller death benefits ($2,000-$50,000 depending on age and plan), no medical exam, and fixed premiums. Both are permanent policies that can be assigned to an ILIT. Final expense is underwritten by Tier One Insurance Company (a subsidiary of Aflac Incorporated) and is available in all states except New York.
Yes. New York policies are administered separately through Aflac New York. New York policyholders should call 800-366-3436 (instead of the general 800-992-3522 number) for customer service, claims, and policy changes. A separate NY-specific beneficiary change form is required for beneficiary updates, available at aflac.com or by calling the NY number. Final expense whole life insurance is not available in New York. Some supplemental products may have state-specific availability or coverage variations in New York.
Claims appeals must be submitted within 180 days of the claim decision. Download the claim appeal form from apidocs.aflac.com/docs/claimforms/claim_appeal_form.pdf and mail it to Aflac Claims Appeals, PO Box 84065, Columbus, GA 31908-9998, or fax to 888-659-1023. A maximum of three appeals per claim is allowed. For Aflac Life, Absence and Disability Solutions appeals, fax to 800-206-9186 or email myPLADSappeal@aflac.com, or mail to Appeals Administrative Office, PO Box 8308, Columbus, GA 31908-8308.
Aflac's Claims Department can be reached by phone at 1-800-992-3522 and fax at 1-877-442-3522 for questions throughout the claims process.
When the deceased had multiple Aflac policies, some may need separate claims while others can be handled together. The Policy Service Department can clarify what's needed for each account type.
Aflac Customer Solutions Center
Phone1-800-992-3522
Mailing Address
Aflac Consumer Response & Resolution Department, PO Box 5388, Columbus, GA 31906-0388
Aflac New York
Aflac Dental & Vision
Davis Vision
Aflac Group
Aflac Tier One
Fraud Reporting
WebsiteLearn more→
Policy Service Department
Phone1-800-992-3522
Fax1-800-448-8922
Mailing Address
Aflac, Attn: Policy Service Department, 1932 Wynnton Road, Columbus, GA 31999-7000
Aflac New York Policy Services Fax
Claims Department
Phone1-800-992-3522
Fax1-877-442-3522
Mailing Address
Aflac, 1932 Wynnton Road, Columbus, GA 31999
Aflac New York Claims
Aflac New York Claims Fax
Aflac Group Claims Fax
WebsiteNotify online→
Verified Apr 2026
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