Benefits Administration

Transcription

1 Benefits Administration and Service Guide We appreciate your business. WELCOME CONTACTS FAQs PRODUCTS

2 Table of contents 1 Letter from your agent 11 Everwell 2 Account Appreciation Award 12 Manage your policy online 3 4 Aflac contacts Account information and service schedule 13 Customer Service Center 14 Plan administrator FAQ 5 Annual Open Enrollment Agreement 7 Why Aflac 15 Frequently Used Forms New hire letter New hire notification cover letter Employee separation cover letter 8 Products at a glance 20 For Your Records Deduction report 9 Employee deductions, online billing and invoicing Salary redirection: Agreements and Waivers Section 125 plan documents Aflac Always flier 10 Aflac Business Services 25 Customer satisfaction survey

3 Date: Dear We re glad to have you and your employees as part of the Aflac family. As a pioneer of supplemental insurance, Aflac began with a simple promise: to be there for policyholders in their time of need. Our company still operates that way today, remaining committed to paying claims fairly and promptly. In fact, when it comes to paying claims, no one flies faster. At Aflac, we know that expenses won t wait we believe your employees shouldn t, either. That s why One Day Pay SM * is designed to process and pay, not deny and delay. As your local Aflac agent, I look forward to serving you and delivering on the Aflac promise. Conducting business face to face is the best way to learn about the needs of your business and your employees, so I ll be contacting you throughout the year to personally ensure your needs are being met. Enclosed is the deduction summary, as well as a few resources you ll find handy in your role as plan administrator. If you need any additional tools or information, please don t hesitate to contact me. Thank you for choosing Aflac. I look forward to working with you to make sure your employees have the benefits options they need to help keep them financially secure in the years ahead. At your service, *One Day Pay SM available for most properly documented, individual claims submitted online through Aflac SmartClaim by 3 p.m. ET. Aflac SmartClaim not available on the following: Disability, Life, Vision, Dental, Medicare Supplement, Long Term Care/Home Health Care, Aflac Plus Rider, Specified Disease Rider and Group policies. Individual Company Statistic, Coverage is underwritten by American Family Life Assurance Company of Columbus. In New York, coverage is underwritten by American Family Life Assurance Company of New York. Worldwide Headquarters 1932 Wynnton Road Columbus, GA

4 Account Appreciation Award is hereby presented to In appreciation and in recognition for caring about your employees and allowing 2 them to participate in Aflac s guaranteed-renewable insurance benefits. IN APPRECIATION Daniel P. Amos Chairman Chief Executive Officer American Family Life Assurance Company of Columbus (Aflac) Z160221v2 5/16 Worldwide Headquarters 1932 Wynnton Road Columbus, Georgia 31999

5 Aflac contacts Your Aflac associate: Name Address City, State, ZIP Phone Your Aflac associate(s): Name Address City, State, ZIP Phone Broker: Name Address City, State, ZIP Phone District sales coordinator: Name Address City, State, ZIP Phone Regional sales coordinator: Name Address City, State, ZIP Phone Market office: Name Address City, State, ZIP Phone 3

6 Account information and service schedule Aflac account number Initial plan year start and end Effective date Date of first deduction Payroll cycle Audit first invoice and payment Annual benefits review Enrollment strategy and planning begins Quarterly service visits Service Visit 1 Service Visit 2 Service Visit 3 Service Visit 4 and enrollment planning Enrollment planning meeting Employee presentation Enrollment starts/ends 4

7 Annual Open Enrollment Agreement Aflac offers enrollment services and solutions to fit any need. From selecting the right product to offering benefits education and enrollments, we ll work with you to design an open enrollment experience that meets the needs of you, your business and your employees. This plan is our commitment to: Account name: Account number: Open enrollment takes place: Dates: Select products for your Aflac enrollment: Accident Hospital Confinement Cancer/Specified-Disease Juvenile Life Critical Illness Lump Sum Cancer Dental Lump Sum Critical Illness No. of eligible employees: Short-term Disability Term Life Vision Whole Life Select all benefits you currently offer. We ll communicate the value of these benefits to employees: 401(k) Dental Dependent Care FSA Group LTD Group STD Group Term Life Health Care FSA HRA Plans HSA Plans Legal Plans/Identity Theft Long-term Care Major Medical Other Tool Expense Vision Please Note: Selecting this option requires that we are given necessary information regarding the total benefits offering in a timely manner. We will provide a basic overview of your current benefits plan to your employees, describing coverage and answering any questions. This does not include Aflac Group products. New Hires: We ll be available to meet with your new hires on to ensure that they understand what s available and have the opportunity to apply for benefits during the new hire enrollment period. Employees who elect not to participate in any benefits options must sign a waiver confirming that they were offered benefits but have chosen to waive them. Enrollment conditions Individual meetings: Aflac agents will meet with each benefits-eligible employee during (check one) or meetings at a date and time that we agree on. If necessary, we can meet during all three shifts. Group benefits briefings: We will introduce the program to employees during (check one) or group meeting(s). We will then follow up with each benefits-eligible employee who voluntary required voluntary expresses interest individually to discuss their personal benefits needs. required 5

8 Meeting needs The company will have a representative assist and, if necessary, attend all enrollment meetings. For required meetings, a roster of employees will be verified and provided by a company representative. The company agrees to allow up to minutes per employee during normal business hours (excluding lunch or breaks) for presentations of the program. Benefits communications and marketing The company agrees to use the following marketing and communications channels to create awareness and educate employees before, during and after enrollment. Fliers Payroll stuffers Data needs Personalized letter to current policyholders (Aflac Benefits Letter) Posters Product videos Other Tent cards Website banners The company will provide an employee census to include all employment locations, including the address, number of employees at each location, and point of contact to schedule and coordinate enrollment. Other Our signatures below demonstrate acknowledgment of the Enrollment Agreement and commitment to this year s enrollment. Company representative signature / date Aflac representative signature / date Title Title Please type or print name Please type or print name For planning purposes only and not a legally binding contract. 6

9 Why Aflac? Selecting the right health insurance carrier is an important decision facing business owners. This decision includes health plans (major medical), ancillary products (life, disability, dental or vision) or voluntary insurance (critical illness, cancer, accident or hospital indemnity). The right partner can help create additional value for your business, ultimately helping you to attract and retain stronger, more productive employees. Business-friendly Aflac agents have the business s best interest in mind. Aflac allows owners to offer benefits options without affecting the bottom line with any premium contributions. Assisting you with your benefits strategy and proper communications allows us to help businesses with employee attraction and retention goals. Quality voluntary Because we only underwrite voluntary insurance, we consider ourselves experts in our field. After decades of experience, we fully understand how to design reliable, stable and affordable coverage for your workplace. Family-friendly coverage Aflac has competitive premium rates and coverage options for employees and their family members. Several product offerings have a single age range as opposed to plans with increased costs for older employees. Additionally, children are covered at no extra cost with some policies. Local presence Whether it s to answer questions, come in and make a benefits presentation to your staff, handle claims, reconcile billing or add new employees we re local, which means we re here whenever you need us. One Day Pay SM No one in the industry can process and pay faster than Aflac. It s our way of making sure your employees claims get processed and approved in one day, to help keep their lives on track. Individually owned products Aflac individual products are owned by your employees and are theirs to keep for their entire career. The policy is between the employee and Aflac, allowing your employees to make independent choices about what s best for them, their unique situation and budget. Superior customer service Business owners rank customer service as a top factor when doing business with a voluntary insurance carrier. Aflac s contact center operations achieved J.D. Power certification for providing an outstanding live phone channel customer service experience under the J.D. Power 2015 Certified Contact Center Program. J.D. Power 2015 Certified Contact Center Program recognition is based on successful completion of an audit and exceeding a customer satisfaction benchmark through a survey or recent servicing interactions. For more information, visit One Day Pay SM available for most properly documented, individual claims submitted online through Aflac SmartClaim by 3 p.m. ET. Aflac SmartClaim not available on the following: Disability, Life, Vision, Dental, Medicare Supplement, Long Term Care/Home Health Care, Aflac Plus Rider, Specified Disease Rider and Group policies. Individual Company Statistic, Coverage is underwritten by American Family Life Assurance Company of Columbus. In New York, coverage is underwritten by American Family Life Assurance Company of New York. Worldwide Headquarters 1932 Wynnton Road Columbus, GA

10 Products at a glance Your employees depend on having the right benefits options. Aflac supplemental insurance lets you offer your employees more robust coverage at no cost in premiums for the business. Help protect your employees and your bottom line from the rising cost of health care. Learn more about which products are best for your workforce expenses: Accident 1 Aflac accident insurance pays cash benefits to help provide peace of mind during the different stages of accident care and recovery. Benefits can be used to help pay for emergency treatment, as well as for treatment-related transportation and lodging. Aflac Plus Rider 2 The Aflac Plus Rider helps protect employees, for a small additional premium, from costs associated with serious illnesses such as heart attacks, strokes, Type 1 diabetes, and advanced Alzheimer s and Parkinson s disease. Dental 3 Aflac dental insurance provides benefits for periodic checkups and cleanings, X-rays, fillings, crowns and much more. Disability 4 Aflac short-term disability insurance offers income replacement benefits to help with the loss of income due to a covered illness or injury. Cancer/Specified-Disease 5 Aflac cancer insurance pays employees a defined benefit for covered cancer treatments and also helps cover costs that do not fall under major medical insurance such as travel and accommodations, home and family care, deductibles and copayments, and other miscellaneous expenses. Critical Illness/Specified Health Event 6 Aflac critical illness insurance can help with the treatment costs of life-changing illnesses and health events like heart attacks or strokes, among others, so your employees can stay focused on recuperation. Hospital 7 Aflac hospital insurance can help your employees be better prepared for unexpected hospital expenses not covered by their major medical coverage. Life 8 Aflac life insurance will see your family through the tough times with funds to help pay the bills if something happens to you. Vision 9 Aflac vision insurance helps with the costs of eye exams, treatments and vision correction materials. Availability varies by state. 1 In Idaho, Policies A35100ID A35400ID, A35B24ID, & A35BOFID. In Oklahoma, A35100OK A35400OK, A35B24OK, & A35BOFOK. In Virginia, Policies A35100VA A35400VA, A35B24VA, & A35BOFVA. 2 In Oklahoma, Riders CIRIDEROK, CIRIDERHOK. 3 In Idaho, Policies A82100RID A82400RID. In Oklahoma, Policies A82100ROK A82400ROK. In Virginia, Policies A82100RVA A82400RVA. 4 In Idaho, Policy A57600IDR. In Oklahoma, Policies A57600OK and A57600LBOK. In Virginia, Policies A57600VA and A57600LBVA. 5 In Idaho, Policies A78100ID A78400ID. In Oklahoma, Policies A78100OK A78400OK. 6 In Idaho, Policies A71100ID and A71200ID. In Oklahoma, Policies A71100OK, A71200OK, A74100OK, A74200OK, and A74300OK. In Virginia, Policies A71100VA and A71200VA. 7 In Idaho, Policies A49100ID A49400ID and A4910HID. In Oklahoma, Policies A49100OK A49400OK and A4910HOK. In Virginia, Policies A49100VAR A49400VAR and A4910HVAR. 8 In Idaho, Oklahoma, and Virginia, Policies ICC64100 ICC64300 and ICC64500 and Policies ICC ICC In Idaho, Policy VSN100ID. In Oklahoma, Policy VSN100OKR. In Virginia, Policy VSN100VA. Coverage is underwritten by American Family Life Assurance Company of Columbus. In New York, coverage is underwritten by American Family Life Assurance Company of New York. 8

11 Employee deductions, online billing and invoicing Aflac bills in arrears, meaning your payroll deductions should occur before your first invoice date. That means Aflac invoices reflect deductions that you have already withheld from each employee s paycheck. This helps ensure you have the funds needed at the time of invoice. Take the hassle out of benefits administration with Aflac Business Services, an online service that makes managing your account easy. ONLINE Register and log in to Aflac s secure, easy-to-use site to manage your account at your convenience. Go to Aflac Business Services at aflac.com/businessservices. SIGN UP Sign up for online billing to receive notifications when your invoice is ready, make payments electronically and enjoy faster, more accurate processing for your Aflac account. Manage your account information 24 hours a day, seven days a week. View and update account and employee information. View invoice and payment options. Print frequently used forms. Username Password 9

12 Aflac Business Services View employee information The Invoice screen provides details on each policy, including premiums and payment. You can review each employee s deduction for any discrepancies as well as change the amount sent for payment. Be sure to choose the type of change from the drop-down menu on the appropriate line. Payment options An electronic payment ensures the timely processing of changes and more accurate invoices. Changes to the invoice cannot be fully processed until payment is received. Aflac Business Services allows you to: Enter bank draft information and submit a one-time electronic payment. Schedule a payment up to five days past the invoice due date with the Payment Scheduler feature. Print a payment stub and pay with a paper check. If you have questions or issues using Aflac Business Services, please contact your agent or businessservices@aflac.com. 10

13 Take your benefits to a better place. Everwell was created with one goal in mind: to lighten the burden of managing benefits by providing one-stop, online access to all of your benefits with added support to help you navigate health care reform. Selecting and managing benefits is as easy as point, click and enroll for you and for your employees. For the first time, you can select and manage your Aflac, dental, vision and major medical benefits on one simple-to-use platform. You have the freedom to offer the plans you need to help protect your employees, and they can choose options that are right for them. Spend more time managing your business and less time managing your benefits options. Since Everwell is powered by Aflac, you have the peace of mind that comes from knowing your benefits platform is backed by over 60 years of experience. So, let s take your benefits to a better place today. Getting started is easy. Just point, click and enroll. Simple as that. Your employees register and select plans. View and compare plan costs. Access customer service 24/7. It s easy for them. Give your employees direct, online access to everything from major medical, dental and vision to voluntary and supplemental policies. We ve also included helpful features like: Reminders for product enrollment deadlines. Downloadable brochures and educational product videos. Simplified benefits with easy-to-use tools. It s easy for you. We ve made it easier than ever for you to help your employees work well and live well by including intuitive functionality. With Everwell, you can: Administer and manage accounts in real-time. Manage qualifying events. Add and remove employees. Enhance billing and payment options. The policies and plans offered through the Everwell exchange are provided by multiple carriers. Please visit aflac.com/everwell for more details. 11

14 Manage your policy online Aflac Policyholder Services, our online policyholder service center, gives you 24/7 secure access to your account and the tools to manage your policy whenever you need to. Register today to see how easy it is to have Aflac. Go to aflac.com/mypolicy and click Register Now. My Policies Aflac Always My Claims Personal Info View your policies and coverage details, make a payment or submit changes online. Prevent a lapse in coverage due to changes in employment or benefits. Use Aflac SmartClaim to file a claim, review claim status and details, upload supporting documents and download forms. Visit the Message Center to update your contact information, change your password or view your messages. Submit your claim At Aflac, we process, approve and pay in just a day.* It s a simple three-step process: USE AFLAC SMARTCLAIM UPLOAD SUPPORTING DOCUMENTS SUBMIT BY 3 p.m. ET, M-F Our system will guide you every step of the way from filling out the right forms to filing your claims so your claim can be processed quickly. Once you ve filled out the correct forms, you can upload any other required documents electronically. Get your claim in to us by 3 p.m. ET, Monday - Friday, and we ll have it processed and paid within one business day. To learn more or apply for coverage, contact your Aflac agent at or One Day Pay SM available for most properly documented, individual claims submitted online through Aflac SmartClaim by 3 p.m. ET. Aflac SmartClaim not available on the following: Disability, Life, Vision, Dental, Medicare Supplement, Long Term Care/Home Health Care, Aflac Plus Rider, Specified Disease Rider and Group policies. Individual Company Statistic, Coverage is underwritten by American Family Life Assurance Company of Columbus. In New York, coverage is underwritten by American Family Life Assurance Company of New York. Worldwide Headquarters 1932 Wynnton Road Columbus, GA

15 Customer Service Center Staffed by more than 500 professional representatives in Columbus, Georgia, and Omaha, Nebraska, Aflac s Customer Service Center believes client concerns deserve to be heard by real people. That s why our clients and policyholders can call in to speak with friendly, knowledgeable customer service representatives every time they pick up the phone. PHONE Aflac ( ) 8 a.m. to 8 p.m. ET, Monday through Friday Aflac s Contact Centers have been recognized by J.D. Power for providing An Outstanding Customer Service Experience for the Live Phone Channel. Additional employer support services aflac.com/ BusinessServices@aflac.com ONLINE BusinessServices Register for online FAX billing to make it easy. Additional policyholder support services aflac.com/mypolicy ONLINE To submit a claim Go to aflac.com/claims to download or submit claim forms. For telephone claim form requests, please call Aflac ( ) between 8 a.m. and 8 p.m. ET, Monday through Friday. ONLINE Aflac SmartClaim aflac.com/mypolicy MAIL Aflac Worldwide Headquarters ATTN: Claims Dept Wynnton Road Columbus, Georgia FAX Fax completed claim forms J.D. Power 2015 Certified Contact Center Program recognition is based on successful completion of an audit and exceeding a customer satisfaction benchmark through a survey or recent servicing interactions. For more information, visit 13

16 Plan administrator FAQ How do new hires enroll in Aflac products? Contact your local Aflac agent so your new employee can receive a welcome letter. Notify your employee of the next scheduled enrollment date based on the scheduled visits for new hire enrollments. What happens to an employee s Aflac coverage when they leave the company? When employees leave the company, their policy goes with them. Provide them with a copy of the Aflac Always flier (page 24) notifying them about the portability of Aflac products. Contact your local Aflac agent or inform via fax so that we can initiate their option to continue their coverage. Should you require additional assistance to ensure that the invoice is reconciled to reflect any changes, do not hesitate to contact your local Aflac agent or any other contacts provided. We will be happy to assist. Whom do I contact with questions about invoices, deductions or online billing? Contact your local Aflac agent via phone or . Contact Aflac s Customer Service Center. Log in to your account via aflac.com/businessservices. Whom do my employees contact if they have a question about Aflac coverage or need to make a change to their policy? Contact your local Aflac agent via phone or . Contact Aflac s Customer Service Center. Log in to your account via aflac.com/mypolicy. Whom do my employees contact if they need help filing a claim? Go to aflac.com/register to access Aflac Policyholder Services. Click Register Now and follow the instructions. If already registered, verify or update contact information in the My Personal Info section. Remind employees to register for direct deposit through aflac.com/mypolicy by selecting Direct Deposit from the menu on the left side of the screen and following the prompts. Contact your local Aflac agent via phone or . Contact Aflac s Customer Service Center. 14

17 Frequently Used Forms New hire letter New hire notification cover letter Employee separation cover letter FORMS 15

18 Dear <Employee Name>, You work hard for your paycheck, and we d like to help you protect it. We know that life is a balancing act. It s about standing up to the expected and unexpected every day. For 60 years, we ve been dedicated to helping people protect their financial security and peace of mind when they ve needed it most. While you can t possibly foresee everything that can come your way, you can make smart choices so you are better prepared for the things life can throw at you. That s why I d like to talk to you about Aflac insurance. SAMPLE Aflac is different from health insurance; it s insurance for daily living. While major medical insurance pays doctors and hospitals, Aflac pays cash benefits directly you. 1 Benefits are paid regardless of any other coverage you may have even workers compensation. And because we want you to be able to focus on getting better and not worry about how you will pay the unexpected medical bills or other everyday living expenses such as rent/mortgage payments, we focus on getting you cash as quickly as possible. Most claims are paid within four days, and with One Day Pay SM, eligible claims can be paid in just a day when you submit online. 2 And you use the money however you see fit. When you have an Aflac policy, it belongs to you, not your company. You own it. So if you change jobs, don t worry. For more information about Aflac policies and to apply for coverage, call us at <XXX.XXX.XXX>. You ll always have our promise that we ll help protect you and your family. I look forward to assisting you. <Agent Name>, <CA License No> <Agent Phone> <Agent > 1 Benefits are paid directly to you, unless otherwise assigned. 2 One Day Pay SM available for most properly documented, individual claims submitted online through Aflac SmartClaim by 3 p.m. ET. Aflac SmartClaim not available on the following: Disability, Life, Vision, Dental, Medicare Supplement, Long Term Care/Home Health Care, Aflac Plus Rider, Specified Disease Rider and Group policies. Individual Company Statistic, Coverage is underwritten by American Family Life Assurance Company of Columbus. In New York, coverage is underwritten by American Family Life Assurance Company of New York. Worldwide Headquarters 1932 Wynnton Road Columbus, GA Z150263R 7/15

19 New hire cover letter Please send the completed letter to your Aflac associate via or fax. Attention Phone Fax Company name Employee name Phone number Hire date Date eligible for benefits: Please be advised that we have a new employee. Thanks, [Enter account contact name} 17

20 Employee separation cover letter Please send the completed letter to your Aflac associate via or fax. Attention Phone Fax Company name Employee name Address Phone number Separation date The above named employee is no longer employed by our company. Please notify them of their options to continue coverage on a direct basis. Thanks, [Enter account contact name} Please note, this letter doesn t remove said employee from the monthly invoice. Those changes should be submitted online via Aflac Business Services. 18

21 Insert Wellness claim form(s) 19

22 For Your Records Deduction report Salary redirection: Agreements and Waivers Section 125 plan documents Aflac Always flier RECORDS 20

23 Insert Deduction report 21

24 Insert Copies of Salary redirection: Agreements and Waivers 22

25 Insert Copies of Section 125 plan documents 23

26 Take your Aflac benefits with you no matter where you are. Introducing, Aflac Always. It lets you keep your Aflac benefits even if your benefits offerings or employment status change. Transfer your policies automatically to an alternate billing method if your employment status changes. Keep the same rates without a break in your coverage. Enroll in this service free of charge. 3 Ways to Enroll in Aflac Always: Agent Enroll new policies through your Afl ac agent at the time of application. Online Enroll an existing policy online by visiting afl ac.com/policies. Phone Enroll over the phone by calling AFLAC ( ). Individual coverage is underwritten by American Family Life Assurance Company of Columbus. Worldwide Headquarters 1932 Wynnton Road Columbus, GA M2003R1 7/16

27 Customer satisfaction survey How would you rate your experience with Aflac? Excellent Good Fair How would you rate the ease of doing business with Aflac? Excellent Good Fair How would you rate the benefits communications and enrollment experience with Aflac? Excellent Good Fair Would you recommend Aflac to other businesses? Yes No If so, please take a moment to write down the contact information of three people you know or do business with who would benefit from having Aflac. 1 Company name Contact person 2 Phone number Company name Contact person 3 Phone number Company name Contact person Phone number 25

28 Accident Cancer Critical Illness Hospital Lump Sum Cancer Lump Sum Critical Illness One Day Pay SM available for most properly documented, individual claims submitted online through Aflac SmartClaim by 3 p.m. ET. Aflac SmartClaim not available on the following: Disability, Life, Vision, Dental, Medicare Supplement, Long Term Care/Home Health Care, Aflac Plus Rider, Specified Disease Rider and Group policies. Individual Company Statistic, Coverage is underwritten by American Family Life Assurance Company of Columbus. In New York, coverage is underwritten by American Family Life Assurance Company of New York. Worldwide Headquarters 1932 Wynnton Road Columbus, GA Z150676R 6/16