Aflacresource PDF

Moving Forward with Aflac
Resource Guide
N180152R2 Exp. 1/20
Moving Forward with Aflac 1

Confidential & Proprietary Statement
For Informational and Training Purposes Only. These materials contain proprietary information and
material that is owned by Aflac and/or its licensors, and is protected by applicable intellectual
property and other laws, including but not limited to copyright. By accessing these materials, you
agree that you will not use such proprietary information or materials in any way whatsoever except
for informative and training purposes only. You further agree not to modify, loan, sell, distribute, or
create derivative works based on these materials. Any use not specifically permitted herein shall be
considered to be a material breach of your Agent's contract with Aflac and is strictly prohibited. Any
use not specifically permitted herein is strictly prohibited and may subject you to civil and criminal
penalties. Aflac herein refers to American Family Life Assurance Company of Columbus and/or
American Family Life Assurance Company of New York.
This is a brief product overview only. Coverage may not be available in all states. Benefits/premium
rates may vary based on plan selected. Optional riders are available at an additional cost. The policy
has limitations and exclusions that may affect benefits payable. Please refer to FFS for state specific
availability and limitations and exclusions.

Training Requirements
Prospective Agents
Beginning January 1, 2019, prospective agents must complete comprehensive training that requires
successful completion of the training program prior to having access to the Company’s systems and
materials for soliciting the Company’s insurance products. The minimum passing score is 90%. If a
prospective agent fails to achieve a passing score in three attempts, or does not attempt testing,
during the 20-day test window, the prospective agent will not be contracted and will be ineligible to
reapply to contract with Aflac for 12 months.
Existing Agents
Beginning January 1, 2019 , existing agents will receive communication describing the training
requirement and the window for completion. Existing agents will have 60 days to complete the
training requirement. The minimum passing score is 90%. If an agent fails to achieve a passing
score in three attempts, or does not attempt testing, during the 60-day period, termination
procedures will commence. Once terminated, an agent will be ineligible to re-contract for 90 days.
Beginning January 1, 2019, terminated agents who wish to re-contract must complete
comprehensive training that requires successful completion of the training program prior to having
access to the Company’s systems and materials for soliciting the Company’s insurance products.
The minimum passing score is 90%. If the terminated agent fails to achieve a passing score in three
attempts, or does not attempt testing, during the 20-day test window, the terminated agent will not
be contracted and will be ineligible to reapply to contract with Aflac for 12 months.
Worldwide Headquarters (WWHQ) Employees

This curriculum is written from the producer perspective. As you guide and coach our producers, it is
your responsibility, in your conversations and actions, to support the application of the content for
you, your staff and our producers.
New WWHQ Employees

New WWHQ employees directly involved in the sale, solicitation, or negotiation of policies will
receive communication describing the training requirement and the window for completion. The
minimum passing score is 90%. If a new WWHQ employee fails to achieve a passing score in three
attempts, or does not attempt testing, during the testing window, their results will be forwarded to
Aflac Human Resources for disposition.
Existing WWHQ Employees

Existing WWHQ employees directly involved in the sale, solicitation, or negotiation of policies will
receive communication describing the training requirement and the window for completion. The
minimum passing score is 90%. If an existing WWHQ employee fails to achieve a passing score in
three attempts, or does not attempt testing, during the testing window, their results will be forwarded
to Aflac Human Resources for disposition.

About the Courses and Guide
Welcome to your Moving Forward with Aflac Resource Guide.
Aflac is committed to serving its customers with the highest standards of business ethics and in
compliance with all federal and state laws and regulations. The curriculum is designed to help you
understand the importance of ethical conduct and compliance with market conduct principles while
running your business. Additionally, you’ll learn the importance of protecting Aflac from fraudulent
activity and you’ll learn about Aflac’s lines of business. Finally, you'll be introduced to Information
Security and Privacy at Aflac.
Use this guide as a resource as you complete each segment of the course curriculum and to help
you successfully complete the final assessment. You are required to pass the assessment with a
90% or greater. Just as you'll have resources available when you talk to customers, you'll be able
to use this Resource Guide resource during the assessment.
What’s Inside?
Click an im age to m ove directly to that section.

Course Functionality
Bookmarking
If you intentionally or accidentally exit one of the courses, you will be able to resume at the point
you left the course. Based upon the browser you use, the functionality will differ:
Internet Explorer– To activate the bookmarking functionality, exit the course using one of the X
buttons or by closing the browser. Selecting the blue launch button when you return to Academy
Connect will give you the choice to resume or restart.
Chrome– To activate the bookmarking functionality, close the browser window. When you return to
Academy Connect, selecting the blue launch button will give you the choice to resume or restart.
Note: If you exit the course using either of the X buttons, you must also close the browser window
to activate the bookmarking functionality.
If you prefer not to leave Academy Connect, you may start from the beginning page of the course.
Selecting the blue launch button in Academy Connect will open the course. In courses with a menu
page, you will be able to select the next available section when you reach the menu page.
CC Button
Selecting the CC button opens a PDF in a new window. The PDF includes screenshots and the
audio script for the course.

Understanding Market Conduct Regulations
ACL06

Delivering the Promise
When Paul, John, and Bill Amos founded Aflac in 1955, they knew that they were selling a
promise. That promise is summed up in Aflac's brand statement:
“We help provide our policyholders with peace of mind that comes from knowing they can be
prepared for whatever life may bring.”
Keeping this promise, providing caring, personal service to our customers every day doesn't just
happen. It takes work.
We have many great examples to follow. The Amos brothers set the first example. They made
promises to everyone who bought Aflac's products, and when life threw those people a curve,
they kept those promises right away. It's the way Aflac began. It's how we operate today.
Living up to the commitments we make to our customers, to our fellow agents and coordinators,
to Aflac employees, and to all the people who rely on Aflac is just the way we work. This is The
Aflac Way.
The Aflac Way
 Communicate regularly
 Respond immediately
 Know your stuff
 Treat everyone with respect and care
 Your problem is my problem
 Shoot straight
 Cover the customer, not your behind

Ethics Resources
Securing and servicing accounts in an ethical, professional manner protects the Aflac brand, the
agent, and the consumer. Resources to assist the agent in ethical servicing of accounts is available
on Field Force Services. They include:
Aflac National Sales Guidelines

The National Sales Guidelines combines procedures and direction for Aflac-specific business
protocol. Agents consult the National Sales Guidelines for details about acquiring, developing, and
retaining accounts, policyholders, agents, and markets.
Aflac’s Understanding Insurance Fraud and Prohibited Practices

The guide contains examples of actions that are considered fraudulent or that are Prohibited
Practices as defined by Aflac. It also includes definitions, explanations of discipline and corrective
actions, fraud investigation and assessment, reporting suspected fraud and FAQs.

Ethics: Professional Conduct
In the midst of unexpected or undesirable circumstances, Aflac agents are expected to conduct
themselves professionally.
Preparation
If a phone call to the Customer Service Center, or CSC, is necessary, have all materials available
and research completed so the CSC team can focus immediately on the challenge. Advance review
of the circumstance by agents – coupled with good probing and questioning skills by the CSC team
– will allow for prompt validation and correct action to resolve the challenge.
Conduct
In interactions with all Aflac staff, choose language and behavior that avoids abusive words
(cursing), belittling comments (personally derogatory), yelling and bullying (demanding answers/
actions). Please know that there is never a circumstance that would warrant such negativity, so
Aflac staff are authorized to end their phone call with someone engaging in any of these behaviors
after being asked to discontinue them. We should be dedicated to the success of one another.
Respect and Care

We should treat everyone we encounter with the same respect and care that we expect in return.
We create environments that are free from discrimination and harassment. This means refraining
from inappropriate conduct toward other people, whether they are our Aflac teammates or
external contacts.
Harassment
Harassing behavior can take many forms, including verbal abuse and intimidating behavior. Sexual
harassment includes harassing conduct of a sexual nature, including unwelcome, unsolicited and
discriminatory sexual advances. Regardless of the form harassment takes, it will not be tolerated.
Conflict of Interest
During the sale of insurance coverage, if a situation arises in which an agent’s self-interest
interferes with their obligation to act in the best interests of a customer, it is called a conflict
of interest.

What’s the Agent’s Responsibility?
Individuals representing Aflac cannot participate in any portion of the sales process, including
soliciting and negotiating, until they’re appropriately licensed and appointed.
The Aflac Agent is responsible for:
 Obtaining and maintaining required license(s)
 Paying applicable state fees
 Requesting and obtaining appointments from Aflac prior to soliciting any business
 To request an appointment, the agent must submit a copy his/her license to Field Contracting:
 via email at FieldContractingOnboarding@aflac.com or
 via fax at 706-660-7533
 Sending a copy of their license(s) in order to be appointed in non-resident states
 Maintaining state licensing requirements by complying with state and federal laws and through
state-certified continuing education programs
 Maintaining Errors and Omissions insurance coverage to help protect you in the event you are
sued for malpractice
Commissions & Compensation
To receive any commissions, an agent from sales must be licensed and appointed as of the date
applications are signed, even if they are not selling in that state.
As an Aflac Agent, you'll gain access to many robust compensation opportunities including
the following:
 First year commissions
 Renewals compensation
 Stock bonus opportunities
 Incentives and bonuses-including contests like Aflac Builder's Club (ABC)

The Field Oversight Enforcement Committee
Aflac's Field Oversight Enforcement Committee (FOEC) meets on a regular basis to review all agent
misconduct and fraud. The FOEC takes disciplinary action up to and including termination.
For example, if someone who is not licensed or not appointed signs or submits an application, Aflac
won’t process the business, the individual will not earn commission, and the individual will be subject
to review by Aflac’s Field Oversight Enforcement Committee (FOEC). One of the FOEC’s
responsibilities is to review cases of reported fraud and take disciplinary action.
Incentive Programs
Types of Incentive Programs

1. Promotions include “hit it and get it” programs such as Triple Crown and Convention. Each sales
professional who meets specific criteria is recognized with the same award.
2. Contests include games of skill in which an award is given to a defined number of sales
professionals who satisfy the criteria established for the contest. Not everyone is awarded the same
thing, and awards aren’t based on achieving a specific criteria. President’s Club is an example.
3. Sweepstakes include games of chance. Winners are randomly selected from a pool of all
qualifying participants. Not all participants will win.
Incentive Program Approval
Territory and market offices can submit their contest requests via email or the online intake form,
which you must access from within the Aflac network.
You must submit request forms at least five business days prior to the start of a contest that doesn’t
involve travel. For contests that involve travel, markets and territories must work through Aflac’s
Travel, Meetings and Incentives department to arrange travel. Request forms must be submitted at
least 10 business days prior to the start of a contest that requires travel, and at least six months prior
to the awards trip.
Incentive programs with monetary value of $100.00 (U.S. currency) or greater (for any single award)
will require the use of Company pre-approved criteria or custom criteria that is approved by the
Company’s Legal and Compliance Departments prior to initiation of the incentive program.
Incentive programs with monetary value of less than $100.00 (for a single award) will be permitted
without pre-approval when:
i. authorized by a Coordinator or more senior sales level;
ii. the type of incentive program is permitted by the Company’s Field Incentive
Program Guidelines;
iii. details of the incentive program are documented on the Company’s Incentive Program
Form which requires a description of the incentive program, awards issued, agents awarded,
and date of award;
iv. details of each award issued are submitted to the Company’s Compliance Department
(Aflac Trust) at the end of each annual quarter for evaluation of compliance with the
Company’s Field Incentive Program Guidelines; and
v. the agent being awarded receives $99.99 or less of incentive award in one annual quarter
through other than pre-approved incentive programs
Contests and Contest Manipulation
Contest Manipulation
Contests are designed to reward you for product sales, recruiting, and persistency. Agents must act
according to Aflac’s ethical standards. Aflac has a zero tolerance policy regarding contest
manipulation. Failing to comply with state regulations or circumventing company policy to qualify for
a contest is contest manipulation, and it’s strictly prohibited. Contest manipulation will result in
chargebacks and will result in disciplinary action up to and including termination.
Qualifying for a contest can be difficult, but commissions are simple: you only get yours. Borrowing
and lending are not allowed! In other words, splitting commissions for contest qualification is not
allowed.
Contest Chargebacks
If Aflac discovers an agent or coordinator won a contest or reward based on invalid business, we’ll
charge the agent for the amount of the contest winnings, as well as charge back their hierarchy.
Chargebacks apply to all contests to include WWHQ and field-run contests.
Contest Tracking
These records must be available to Aflac and state regulators for three years:
 Contest time frame
 Qualification criteria (i.e., AP, accounts,
productive recruits, etc.)
 Monetary value of each prize awarded
This is fraud!

Additional Examples of Contest Manipulation
 Failing to meet standards: Establishing payroll accounts that do not meet size
requirements or other Aflac standards
 Fictitious payroll accounts: Submitting applications on a fictitious payroll account
 Fake family applications: Writing applications on yourself or your family members
that you do not intend to keep in force
 Fake policies: Knowingly writing applications on policies in which no premiums or
only one month’s premiums are received, with no intention to keep policies in force
 Bogus contracts: Writing “bogus business.” For example, writing for applicants who do not
exist, deceased people, and individuals written on a payroll account who are not employed at
that account

Training
Training is available for a variety of topics, including required regulatory/
compliance topics, products, and sales methodology. Examples include:
 Required regulatory/compliance courses
 Certifications/Designations
 Additional educational resources can also be found on Field
Force Services
Training Offerings
To help you be successful as an Aflac agent, Aflac offers New Associate
Flight School (NAFS), training on our enrollment and benefit administration
platform, Everwell™, additional product training, and more.
To access the first two modules of NAFS, Everwell, product and other
training, visit Academy Connect. Additionally, you’ll find resources you may
need to get started selling our Aflac products on Field Force Services.
Continuing Education
As an Aflac agent you are responsible for continuing education that is
required by some jurisdictions.

Prohibited Sales
Practices
Certain sales practices are prohibited

by law, including National Association
of Insurance Commissioners (NAIC)
Unfair Trade Practice Model Law,
which is adopted in many states.
Agents must comply with all
regulations and laws in the states
where they conduct Aflac business.
Twisting
Twisting refers to using misleading
information about the benefits of a
customer’s existing policy with
another carrier to get the customer to
surrender that policy and buy Aflac
coverage. The intent is to generate first
year commissions.
Churning
Churning refers to using misleading
information to get a customer to replace
an existing Aflac policy with another Aflac
policy. The primary goal is to increase
commissions or sales.
Additional information and examples are

available in Understanding Insurance
Fraud and Prohibited Practices available
on Field Force Services.

Some Prohibited Practices
Solicitation and sales to marijuana related

businesses
 Marijuana-related businesses may include,
but are not limited to, retail outlets that sell
paraphernalia, plants, or hemp based
products (i.e. CBD [cannabinoid] oils and
lotions), dispensaries, wholesale suppliers, or
farms raising it as a crop
Application Solicitation, Conversion, and

Reinstatement
 Obtaining the applicant’s signature under
false pretense
 Purposely holding applications for contest
qualification for yourself or others
 Writing policies that duplicate coverage for
an individual; changing name or personal
information to bypass Aflac system checks
and allow a duplicate policy to issue
Policy Administration
 Altering any forms or policy request after the
insured has signed
 Providing any commission as a rebate or
inducement to a policyholder
 Collecting any premiums (other than
the initial premium on direct) without
specific written authorization from Aflac
Worldwide Headquarters

available in Understanding Insurance Fraud
and Prohibited Practices available on Field
Force Services.

Some Prohibited Practices
Claims Administration
 Withholding/not disclosing relevant
documentation or information related to
a claim
 Cashing claim checks. Includes providing
cash in exchange for the check as well
as presenting the check for cash at a
financial institution
 Failure to forward claims documentation
the same day of receipt. Field office workers
who receive claims filing information must
forward to WWHQ the same day of receipt
General Administration
 Failing to comply with applicable federal
and state insurance laws and regulations
 Use of Aflac protected information,
proprietary information, logos, etc.,
without prior approval
 Failure to cooperate with an investigation or
inquiry from Aflac’s Special Investigation Unit
as stated in the Agent’s Agreement

available in Understanding Insurance Fraud
and Prohibited Practices available on Field
Force Services.

Suitability Notice
Agents need to explain a Suitability Notice to potential policyholders in all US states and territories.
The existing requirements for Minnesota, Missouri, and Idaho remain in effect.
The form itself is short but must be signed by the proposed policyholder after the agent has
explained the form and had a brief discussion about it. In their conversation, the agent must ensure
the customer understands the impact of the premium on his or her paycheck or income. The agent
also needs to ensure that the customer believes the impact that the total Aflac premium for this
coverage and any other Aflac coverage has on his or her or their paycheck/income is appropriate.
The agent will ensure that the customer believes his or her existing health insurance coverage, with
Aflac and/or with other carriers, is suitable. Finally, the agent will let the proposed insured know that
s/he can contact Aflac and/or other insurance carriers to assist her/him in evaluating the suitability
of insurance coverage.
Remember, selling policies that the customer cannot afford, doesn't want, or doesn't need is a
Prohibited Practice. Knowingly doing so will result in administrative action, up to and including
termination and possible fines.
Agents will receive notification via email when the new Suitability Notice is available. The notice will
also be on FFS.

Examples of Need-Based Insurance Sales Strategies
 Asking your customer about their current insurance coverage
 Taking time to learn about a customer’s insurance needs and financial objectives and obligations
 Using salary illustration to show the impact of premium payments on take home pay
 Recommending an insurance product or combination of products that meet the customer’s

insurance coverage and financial needs

Replacements
Replacing a policy must be in the best interest of the policyholder. As you assist your customers
with replacement policies, keep in mind the valid reasons for replacing a customer’s insurance
coverage. They include:
 Improved health status
 Rate changes
 Need for increased coverage
When replacing a Life, Accident, Sickness, or Health Policy with another, specific rules and
regulations apply and may be state-specific. Specific requirements for replacement sales
(replacement of other carriers’ policies or moving policies between Aflac and Aflac Group) and
internal replacements (changing to a new Aflac policy or rider) vary by state and line of business.
Aflac agents must consult their state-specific administrative guidelines, which are on Field
Force Services.
Replacing Existing Life Insurance from Another Company
A Replacement Notice or Life Replacement Form must be completed if the applicant wishes to
replace his or her existing life insurance from another company with our policy. Known as form
A-4166, this is a two-part carbonless form that varies by state.
Replacing Existing Aflac Life Insurance
Please note, when submitting a life insurance application intended to replace any existing Aflac
Life insurance policy, you will need to include a Life Cancellation Request or signed request from
the policyholder to cancel the original coverage. The replacement form lets Aflac know the applicant
intends to replace the current coverage, but it does not give Aflac permission to cancel the
existing policy.

Policy Delivery
Policies must be delivered according to state regulations.
If you’re licensed in ID, MN, or MO, you must research policy delivery requirements prior
to solicitation.
Example:
When the agent sells a policy to a Missouri resident at a worksite outside of Missouri, Aflac
will mail the policy to the resident’s worksite rather than his or her home. The employer must
distribute the policy at the worksite. In this case, the agent will have the employer sign the
Enrollment Assistance Agreement form (M2097 in Web Ordering) when the agent completes the
accompanying form M0138.
Policy delivery also depends on the type of policy and Aflac practice.
Occasionally, the agent may work with an account contact who wants to deliver policies to his or her
employees rather than have Aflac mail the policies to the employees’ homes. In this case, an
authorized officer of the account must sign the Enrollment Assistance Agreement form (M2097 in
Web Ordering) when the form M0138 is completed.
Failure to deliver policies according to the appropriate practice will result in loss of
commission, as well as disciplinary action up to and including termination.

Policy Delivery
Multi-Location Accounts
A multi-location account is any Aflac payroll deduction account
that meets the following criteria:
 Has one authorizing officer able to approve Aflac
benefits for all employees, regardless of where they
are located
 Minimum of 100 eligible employees at the enrollment
sites combined
Before Aflac agents secure multi-location accounts, they must
register the account with Aflac and be certified to enroll there. See
the National Sales Guidelines (Enrollment tab) on Field Force
Services for detailed requirements.
Aflac agents must be licensed and appointed in each state in
which the account resides prior to soliciting insurance coverage
to customers. Obtaining confirmation of your valid state insurance
license to sell insurance in each state in which the account
resides, prior to meeting with any customers about buying
insurance coverage satisfies the requirement that an insurance
agent must be licensed to sell insurance in each state in
which the account resides prior to soliciting insurance coverage
to customers.
In addition, Aflac agents must use state-specific forms at
each location.
Aflac encourages agents to offer Aflac Group products at
multi-location accounts. Multi-location account Prohibited
Practices include:
 Agent is not multi-location-account certified
 Improperly splitting commissions between the team
that secures the sale and the on-site team that
enrolls applicants
 Offering products that have not been approved by the
account and Aflac headquarters
Agent Assisted Direct Sales

Remember, when using EverwellTM Agent Assisted Direct Sales
there are two points to consider regarding the policy issue. If you
are on the phone, the policy is issued based on the resident’s
state. If you are face to face, the policy is issued based on your
physical location. You must be licensed in the state the policy will
be issued in to sell the policy.
Remember, when using the phone enrollment for payroll
accounts, the policy must be based in the resident’s state. You
must be licensed in that state to sell the policy.

Don’t Sell Duplicate Policies
Duplicate coverage exists when two or more like policies or riders covering the same person are in
force simultaneously. Aflac policy language does not allow policyholders or their spouses to hold
duplicate coverage. Aflac’s New Business department analyzes applications to determine if an
applicant or spouse already has like coverage.
If existing like coverage is found, Aflac will not issue a new policy.
You can help determine if an applicant or spouse has like coverage. When talking with a potential
customer, ask the following questions:
 Do you have any other insurance with Aflac?
 Does anyone we covered have any other insurance with Aflac?
If the applicant answers yes, depending on the product, you can convert the coverage. Do not
submit a new application. If you do not convert the coverage, Aflac cannot issue the business.

Advertising and Branding
Insurance advertising material is highly regulated in each state, so all advertising must be approved
prior to use by an agent. Insurance advertising includes:
 Material media ads
 Proposals
 Form letters
 Brochures
 Presentation material
 Business cards
 Banners
 Use of the Aflac logo
Using unapproved ads could get you and the company fined. That’s why Aflac provides professional,
pre-approved ads via the Sales Marketplace on sell.aflac.com.
Please note that thank you letters from an agent to a customer thanking them for purchasing
insurance are not considered insurance advertising.
As a contracted Aflac agent, if you need original advertising tailored for your requirements, you must
send it to Aflac headquarters for approval prior to use. Plan ahead, because this process takes 2-4
weeks. Visit the Advertising page on Field Force Services for instructions on how to do this.
Only individuals authorized by Aflac Worldwide Headquarters are permitted to discuss Aflac
or its products and materials with the media.
You are not permitted to discuss Aflac insurance products in your capacity as an Aflac sales
agent with any media including radio and television.

Regarding Records Management
Aflac has specific policies concerning records retention and management. Once contracted,
Aflac agents must complete applications appropriately. This includes completing product
applications accurately and according to state requirements. Agents must ask applicants every
question and ensure that the applicant reads the documents in their entirety. This includes all
disclosure statements.
Regarding Complaints
There will always be opportunities for improvement. As such, customer or state insurance
department complaints may occur. Complaints are considered concerns of the policyholder,
beneficiary, applicant, insured, and/or the business owner. Customers may send complaints
verbally or by mail, phone, fax, as well as through social media. If an agent receives a complaint
directly, they must promptly notify Aflac Worldwide Headquarters. The Aflac Trust may be involved
after intake by the complaint area if agent misconduct is alleged.
If an agent receives an agent related complaint directly, they must promptly notify the Aflac Trust
using one of the methods on page 28 of this guide.

Value-Added Services
Value-added s ervic es are non -insuranc e items or s ervic es offered to an insured, potential
insured, or employer that are not a benefit explicitly offered in a polic y c ontract. In s ome
states, you may assist the employer in identifying a value -added s ervic e to provide to
their employees, but the rules differ by state.
Some states, such as Idaho, Minnes ota, and Missouri have taken a strong position
against value-added s ervic es. Value -added s ervic es may be perc eived as gifts, which
are prohibited in s ome states. It is a Prohibited Practic e to as k a customer to travel to
another state to obtain a value-added s ervic e not available in their state. Value -added
services may not be us ed as an induc ement to purchas e insuranc e. In addition, it is a
Prohibited Practic e to us e value -added s ervic es as an induc ement to move from
individual to group or vic e vers a.
As an Aflac agent, you'll learn more about Value -Added Services as you c omplete
the curriculum on Ac ademy Connect. Agents must know and comply with the regulations
in their states. Chec k with your Market Trainer or the Market Conduct team if you
have questions.
Value-Added Services are non-insurance items or services with the exception of AD&D.
Value-Added Services Disclaimer: The value-added services that are the subject of this training course and made available on Everwell are offered by
multiple providers. Aflac’s affiliation with the value-added service providers is limited only to a marketing alliance. Other than this marketing alliance,
Aflac and the value-added service providers are not affiliated in any way. Aflac makes no representations or warranties regarding the value-added
service providers, and is not responsible for any of the products or services provided by the value -added service providers. The value-added services
may not be available in all states, and benefits may vary by state. Each value-added service provider offers its products and services subject to its
own terms, limitations and exclusions. Refer to plan details in Everwell™ for further information on terms, limitations and exclusions.

Aflac Gift Policy
The Departments of Insurance and the States strictly regulate laws concerning gifts. Make sure you
get prior approval from your Market Conduct team before offering or providing any item or service
that may be considered a gift. Market Conduct approvals must be submitted with reimbursement
requests. All pre-approval requests should be submitted BEFORE items are purchased or given
away and before reimbursement is submitted. Submit approval requests to:
Individual: MarketConduct@Aflac.com
Group: AGI-MarketConduct@Aflac.com
The request should include:
 The state
 Proposed gift, cost/value of the gift
 Manner in which the gift is to be presented
 Where the gift will be distributed
Once you receive compliance approval, you may proceed with your purchase. Your reimbursement
must be submitted to treasury and travel within six (6) days of gift purchase. Please include a copy
of the Compliance Approval, your writing number, if applicable, and any other pertinent information
required by the treasury and travel department.

Compliance
Advertising Compliance is Aflac’s regulatory entity created to ensure that all of Aflac’s advertising,
and all advertising done by agents and brokers on behalf of Aflac, is compliant with laws and
regulations governing the sale and marketing of insurance. Advertising Compliance helps protect
Aflac's marketing initiatives and brand identity from fines and violations levied by state departments
of insurance (DOIs).
Additionally, Aflac agents are asked to assist in our compliance effort through periodic audits of
practices. Findings and recommendations are shared with Aflac‘s compliance officers for action.
Regulatory Inquiries
If an Aflac agent is contacted, visited, questioned, or detained by any state, local, or federal agency,
s/he must immediately contact The Aflac Trust via one of the following methods:
 Phone- 800-578-3107
 Fax- 706-660-7159
 Email- AflacTrust@aflac.com
 Address- P.O. Box 5288, Columbus, GA 31999
When a market conduct examination is implemented, Aflac requires complete cooperation with
Market Conduct examiners.

Protecting Aflac from Insurance Fraud
ACL07

What are The Aflac Trust
and SIU?
The Aflac Trust is a dedic ated team of

professionals who educ ate field f orce
members and employees to identif y fraud
indic ators. The Trust works clos ely with
the Spec ial Investigations Unit (SIU).
The SIU is a team of Aflac employees
who investigate allegations of fraud and
inappropriate activities, both in the field
and within Aflac headquarters. SIU
investigators gather facts; they do not
make decisions regarding dispositions.
W hen fraud is confirmed, the SIU
coordinates with departments of
insuranc e and law enforc ement.
If an SIU investigator requests
information from you, your Aflac contract
requires you to c ooperate. Committing
any willful or dishonest act that c ould
have an advers e effect on Aflac will result
in penalties, which c ould include
termination.
The Do Not Contact List
Aflac maintains a Do Not Contact List of

business es that have requested they not
be c ontacted by Aflac agents. The list
also includes leads gained through Sales
Genie or a similar s ervic e and Active
Aflac accounts.
Contacting any of the businesses or
acc ounts on the Do Not Contact List for
which you are not the servicing agent is a
Prohibited Practic e and in direct violation
of the National Sales Guidelines. In
addition, you c ould be fined or terminated
for this offens e.
W hen you’re prospecting, always use the
list before c alling or visiting a potential
acc ount. The Do Not Contact List c an be
found on Field Force Servic es.

What is Fraud?
Fraud is an act of cunning, deception, or artifice to cheat or deceive another person for profit or to
gain an unfair or dishonest advantage. Fraud includes intentionally misrepresenting policy provisions
to solicit sales and unnecessarily delaying a claim or service request. As an Aflac agent, when you
suspect or determine that someone has engaged in insurance fraud or Prohibited Practices, it is your
responsibility to report the activity immediately to the Aflac Trust. Here’s their contact information:
 Phone: 800-578-3107
 Fax: 706-660-7159
 Email: AflacTrust@aflac.com
 Address: Aflac Worldwide Headquarters, Attn: SIU, P.O. Box 5288, Columbus, GA 31999
If you voluntarily report your own fraudulent or improper actions, your case will be investigated and
your self-reporting will be considered as a factor in the disposition decision. When fraud is reported,
the SIU, Field Ethics, and Legal departments investigate and address potential violators. The Field
Oversight Enforcement Committee, consisting of representatives from key areas of the company,
reviews fraud cases and takes disciplinary action.

What are the Consequences of Fraud?
The consequences of committing fraud can range from a warning, suspension, and demotion, to
contract termination. Aflac will charge back bonuses, advanced commissions, contests, awards, and
prizes that were granted based on fraudulent business. If Aflac discovers an agent or coordinator
won a contest or award based on invalid business, Aflac will charge the agent for the amount of the
contest winnings, as well as charge back their hierarchy. Chargebacks apply to all contests to
include WWHQ and field-run contests. In addition, Aflac may terminate commissions and report the
fraud to the appropriate department(s) of insurance, which could lead to fines and insurance license
revocation, and reporting to state and/or federal authorities, which could lead to prosecution.
If you provide false or misleading statements to Aflac regarding your insurance sales activity or
knowingly allow false or misleading statements on a customer's application for coverage or claim
form, your contract may be suspended or terminated.
Aflac expects members of its field force to conduct business with the highest level of honesty,
integrity, and fairness. By doing so, you will establish and maintain a firm foundation for a successful
career with Aflac.
Know and avoid Prohibited Practices which include acts that violate procedures, industry codes,
branding, or security.

Prohibited Practices
To remain compliant and legal, it’s important to know what Aflac considers Prohibited Practices.
Examples of fraud and Prohibited Practices can be sorted into four categories:
1. Applications, conversions, and reinstatements
2. Policy administration
3. Claims administration
4. General administration
Although this segment explores examples of Prohibited Practices, they do not represent an
all-inclusive list of fraudulent acts. For a comprehensive list, review Understanding Insurance Fraud
and Prohibited Practices, which you can find on Field Force Services.
Examples of Prohibited Practices include:
 Writing policies that duplicate coverage for an individual
 Allowing a duplicate policy to issue
 Changing the name or personal information to bypass Aflac system checks
 Failure to promptly forward applications to Aflac for processing including holding business
to submit at a later date for the purpose of contest qualification for yourself or others
 Certifying on the application that you personally saw the applicant read and/or asked all
health underwriting questions, when you did not
 Listing a spouse as the named insured without including the employee to get coverage
for pregnancy or childbirth
 Altering a customer’s date of birth on an application
 Asking an applicant to travel to another state for the sole purpose of applying for that
state’s approved policy or Value-Added Service
 Establishing bogus accounts such as bank accounts, credit accounts or a relationship in
Aflac’s name
 Endorsing or cashing checks, drafts, or money orders made payable to Aflac or an
Aflac policyholder
 Impersonating anyone—including administrators—in Aflac systems or websites, or
allowing unauthorized parties to use your logon credentials
 Collecting any premiums (other than the initial premium on direct) without specific written
authorization from Aflac Worldwide Headquarters
The agent should never misrepresent the customer and/or the policy by telling a customer that
there is no waiting period for benefits when the policy contains a waiting period. Misrepresentation
also includes advising a customer that their Aflac coverage can replace major medical insurance.
When Aflac underwriting standards require each proposed insured to sign application or enrollment
forms in the agent's presence, it satisfies the underwriting standard to have the primary insured sign
applications in your presence.
The agent should never sign, electronically or otherwise, a customer's name on an application or
enrollment form.

Prohibited Payroll Practices
Examples of Prohibited Payroll Practices include:

 Establishing or using fictitious/invalid payroll accounts, including establishing an account
that does not meet size standards or with an insufficient number of employees/workers
 Establishing or using fictitious/invalid payroll accounts
 Using the wrong state application for the enrollment location
 Submitting a fictitious or incorrect payroll account
 Writing applications in States or U.S. Territories where you are not licensed
 Creating bogus business
 Submitting an application in the name of a fictitious person
 Submitting applications for coverage that has not been authorized by the applicant
 Submitting applications for which the applicant has no intention of paying
 Using unlicensed individuals in any solicitation or enrollment for Aflac products, including
correcting pended applications
 Soliciting business on the Do Not Contact List
Consider this example of bogus business: An agent was accused of creating “bogus business.” An
anonymous caller reported an agent had used names from obituaries to open false accounts. After
investigation, the agent was terminated for cause and reported to the Department of Insurance.

Proper and Timely Claims Submissions
When assisting with policyholder claims, every state has strict claims -handling laws that insurance
companies and agents who help file claims must follow. Failure to submit a claim to Worldwide
Headquarters on the same calendar day it is received from the policyholder is a Prohibited Practice.
Any agent who accepts claims documentation from a policyholder, including partial or incomplete
documentation, must submit it to Aflac Headquarters the same calendar day, without exception.
Complying with this requirement will help avoid exposure to fines, penalties and corrective
actions, up to and including termination. Any written communication or documentation from a
policyholder or dependent is considered initial notice of a claim and must be submitted to
headquarters immediately.
Agents who choose to assist policyholders in gathering additional information or proof of loss cannot
hold any portion of a claim while doing so. If your office is closed on a normal business day, you
must ensure your emails and fax machine are monitored, or turn the fax machine off that day and
set up an automatic reply advising senders to forward any claims information to Aflac Headquarters.
Holding claims is a Prohibited Practice.
The Field Force Cover Sheet is required with all claims sent to headquarters. Agents are required to
complete the fields in the box on the bottom right hand side if they submit for the policyholder. The
form is available on Field Force Services under the “Selling Aflac” tab on the “Servicing Insureds”
menu item. If you are a representative of Aflac submitting information on behalf of a policyholder,
you must certify that the information is being submitted to Aflac the same calendar day of receipt.
This includes partial or incomplete information.
Failure to submit a claim in the same calendar day will result in administrative action, up to and
including termination.
Regarding claims submission, Aflac agents may only use the following submission channels and in
the following order:
1. SmartClaim®. If plan is not available in SmartClaim®, then
2. Associate email Inbox. If not available, then
3. Fax information to the Agent Submitted Fax Number with the required cover sheet attached.
To prevent HIPAA violations, always verify three pieces of information (i.e. name, address, phone
number) for each claim filing or upload to ensure correct policy information. Also, be sure to close
your internet browser after each SmartClaim® submission.

Claims Requirements
Fraudulent Claims Activity / Prohibited Claims Practices
Claims administration requires complying with Aflac’s ethical business standards. When one
commits a fraudulent claim activity, consequences include an investigation or inquiry from Aflac’s
SIU. Prohibited Practices related to Claims Administration include:
 Withholding or not disclosing relevant documentation or information related to a claim
 Failing to deliver an Aflac claim check upon receipt or as directed by the payee
 Cashing claim checks. This includes providing cash in exchange for the check as well as
presenting the check for cash at a financial institution
 Requiring a policyholder to share part of claim proceeds or pay a service fee to the
producer for handling Aflac claim filing
 Failure to forward claims documentation the same day of receipt
 Assisting policyholders or providers in submitting fraudulent claims. This includes
fabricated medical records, authorizations, and other altered documents
Consider this scenario involving a fraudulent wellness claim concerning treatment dates: If the
policyholder tells you she had a mammogram in “early February,” you must find out the exact date.
“Close enough” dates are not permitted. When you assist policyholders with wellness claims, be
sure to file claims with accurate service information including the date services were rendered, the
servicing provider name and address, as well as specific services performed. It's a good practice to
double check each field on each claim to ensure you have correctly entered information.

Health Care Landscape & HIPAA
HIPAA established health care fraud as a federal criminal offense. Many people believe health care
fraud is a victimless crime, but insurance companies pay the price and are ultimately forced to share
the cost with consumers. Health care fraud may lead to higher premiums and out-of-pocket
expenses, reduced benefits and coverage.
It's important to educate yourself about the Health Care Landscape in order to prevent fraudulent
activity. The changing health care landscape is a complex issue in the insurance industry. Aflac has
a number of resources to support agents and business owners. Use the material on:
 The Health Care Reform page under the Business Insights tab on Field Force Services to help
your clients and to educate yourself on many health care reform topics
 Aflac.com/health-care-reform to refer clients to an employer’s guide, videos, employee
communications, and more

Sanctions
Aflac and the DOI
Aflac
Aflac’s position regarding fraudulent
activity includes the following:
 Aflac will take appropriate action,
up to and including the
termination of your agreement
 Termination of commissions
(first-year and renewals)
 Reporting of the fraud to the
department of insurance (may
lead to revocation of license and
substantial fines)
 Repayment of losses incurred
by Aflac
 Prosecution by federal and/or
state authorities
The Department of
Insurance (DOI)
If the DOI has found an agent/
producer has engaged in fraudulent
activity, an agent/producer may be
subject to any or all of the following:
• Revocation of license
• Cease and Desist order
• Penalties/fines
• Probation
• Any other action deemed
appropriate by a state

Non-Life Products
ACL08

Terms and Points You Should Know
 Effective Date
The date(s) coverage begins as shown in the policy schedule or any attached endorsements or
riders. The effective date is not the date you signed the application for coverage.
 Elimination Period
The number of consecutive days at the beginning of the insured’s period of disability for which no
benefits are payable. See the policy schedule for the elimination period selected. Each new
benefit period is subject to a new elimination period.
 Benefit Period
The maximum number of days after the elimination period, if any, for which the insured can be
paid benefits for any one or successive periods of disability.
 Waiting Period
Benefits are not payable for any illness, disease, or disorder that is diagnosed by a physician or
medically treated before coverage has been in force the specified period of time from the
effective date as shown in the policy schedule.
 Dependents
In most states, children up to 26 years of age may be covered under Aflac policies.
 Free Look Period
Refers to the period of time when many states allow new customers time to decide whether or
not to accept an insurance policy as issued.

Aflac’s Individual Accident
Plans
Aflac's Accident plans help with the unexpected
out-of-pocket costs that occur when an
accident happens. The plans offer multiple
coverage options and are available to five
occupational classes.
The coverage offers a wide variety of benefits
associated with a covered accident:
 Ambulance Benefit
 Hospital Confinement Benefit
 Major Diagnostic and Imaging Benefit
 Accident Treatment Benefit
The coverage is also guaranteed-renewable for
life and there are no network provider
restrictions. Policyholders have the freedom to
visit any hospital and doctor they choose. This
includes treatment from a physician's assistant
or a nurse.
Accident Only coverage from Aflac may be
appropriate for a customer because the benefits
are designed to provide coverage throughout the
different stages of care and complement
coverage provided by major medical insurance.
Aflac's Accident plan may complement, but is
not intended to replace, major medical coverage.
The Accident Advantage plan has no waiting
period for the Wellness Benefit and pays cash
benefits directly to the policyholder, unless
otherwise assigned. Once paid, those funds can
be used for any purpose.
Accident plans have no underwriting, are
guaranteed-issue and have no waiting periods.
This allows coverage to be accessible to a
greater number of people. In addition, in most
states, dependent children under 26 years of
age can be covered under the base policy
and riders.
Accident Only coverage from Aflac is designed
to provide accident only coverage for covered
accidents. For any benefit to be payable, the
injury, treatment, and loss must occur on or after
the effective date of coverage and while
coverage is in force.
Keep in mind that benefits, limitations and
exclusions vary by state.

Individual Accident Plans
LIMITATIONS AND EXCLUSIONS:

Aflac’s Individual Accident Plans have no disability riders.
Treatment that is rendered because of a sickness will not
be payable under Aflac Accident plans. For any benefit to
be payable, the injury, treatment, and loss must occur on
or after the effective date of coverage and while
coverage is in force.
Aflac will not pay benefits for a claim in which fraud is
committed. Upon determination of restitution owed for
the filing of a fraudulent claim on a specific policy, any
new claims benefit payment on the same policy will be
applied towards the balance owed until paid in full. In
addition, benefits will not be paid for an injury, treatment,
or loss that is caused by or occurs as a result of a
covered person:
 Being exposed to war
 Using any drug, narcotic, hallucinogen, or chemical
substance (unless administered by a physician and
taken according to the physician’s instructions)
 Inflicting self-harm
 Having elective or cosmetic surgery
KEY POINTS:
Aflac Accident plans provide a wide range of benefits to
assist with expenses associated with an injury, such as
emergency treatment, hospital, ICU, appliances, medical
exams, follow-up visits, and therapy. Beyond medical
expenses, Aflac Accident plans may provide benefits for
transportation, lodging, and accidental death.
Aflac Accident plans are designed to provide
policyholders with benefits throughout the different
stages of care. Policyholders can submit accident claim
forms along the way, such as claims for emergency
treatment, hospitalization, follow-up visits, and therapy.
The policy belongs to the consumer and is guaranteed-
renewable. Individual Aflac policies are individually
owned and portable.
There are no deductibles, copayments, or coinsurance
requirements. There are also no network restrictions.
Policyholders have the freedom to choose their medical
treatment provider. Aflac pays regardless of other
insurance as there is no coordination of benefits with
other insurance policies.
Keep in mind that benefits, limitations and exclusions
vary by state.
Aflac’s Individual Short-Term
Disability Plans
Short-Term Disability (STD) insurance, which is most often applied for

as part of a voluntary benefit plan at work, can be paid by either the
employer or the employee. Group Short-Term Disability policies are
guaranteed-issue (GI), meaning there’s no mandatory medical exam
needed to apply for coverage, if the applicant is within the GI
parameters. Short-Term Disability offers some protection against lost
wages. A policyholder's spouse and dependents are not eligible for
disability on the base policy.
Aflac Short-Term Disability coverage is not coordinated with other
benefits and pays regardless of any other insurance you may have.
This includes federal and state employer-sponsored plans, such as
workers’ compensation. Aflac's Short-Term Disability insurance may
complement, but is not intended to replace, major medical coverage.
People may think they are adequately insured against disability
because they have coverage through their employer or through
government programs such as Social Security and workers’
compensation. However, many employers do not make short- or long-
term disability insurance available. Short-Term Disability coverage
from Aflac may be appropriate for a customer because there is no
coordination of benefits, plans can be guaranteed-issue, and benefits
are available for both total and partial disability in most states.
Most large employers provide some form of sick pay and long term
disability benefits to their employees. That's not the case for most
small employers where few have disability benefits. Many employees
mistakenly think their medical insurance covers lost wages. It doesn't.
It's best to get the facts from the employer about what benefits are
available and what is covered.
When Aflac receives a disability claim and determines that the
premiums were paid by the employer or paid on a pre-tax basis, Aflac
will reduce the amount of the benefit due by the applicable FICA
(Social Security and Medicare) tax package.
KEY POINTS:
Aflac provides disability benefits upon the validation of a
policyholder's disability that is the direct result of a covered sickness
or injury, while their policy is in force. Disability due to normal
pregnancy or childbirth is paid as a sickness. Pregnancy benefits are
payable after a policy has been in effect for greater than ten months.
Disability benefits are paid for only one disability at a time.
Additionally, a Short-Term Disability policyholder will no longer
receive total disability benefits when s/he is released by his/her
physician to perform the material and substantial duties of his/her
current full-time job, or s/he begins to work at any job.
Keep in mind that benefits, limitations and exclusions vary by state.

Individual Cancer Plans
Aflac's Cancer plans have been designed to

help with the expenses of cancer treatment that
may not be covered by a major medical health
plan or an employer-sponsored health benefit
plan. Aflac's Cancer plan may complement, but
is not intended to replace, major medical
coverage. Cancer plans are HSA compatible.
The various benefits within the coverage are
designed to provide financial support to a
policyholder throughout their cancer journey.
The plans offer a broad definition of cancer that is
designed to provide multiple benefits. The
benefits of Aflac’s Cancer plans are designed to
provide surgical and nonsurgical benefits for the
latest treatment options available today. The
plans provide benefits for:
 Treatment
 Early detection
 Wellness visits
 Cancer screening exams and procedures
 Hospitalization
 Continuing care
 Ambulance trips
 Transportation
 Lodging
 Reconstructive surgery
 Bone marrow screening
 Hospice care
 Second opinions
Cancer coverage from Aflac may be appropriate
for a customer because benefits are payable
upon initial diagnosis with a variety of other
benefits payable throughout cancer treatment.
Aflac's history of rate stability allows us to
provide benefits and rates that are competitive
in the market place. In addition, our cancer
claims are generally reviewed within four
business days. In most states, dependent
children can be covered up to 26 years of age.

Individual Cancer Plans

Cancer coverage from Aflac pays for treatment of cancer and associated cancerous conditions,
including direct extension, metastatic spread, or recurrence.
Cancer or an associated cancerous condition diagnosed before the cancer coverage has been in
force 30 days is not covered (may vary by state).
Aflac's Cancer coverage excludes premalignant conditions.
The cancer plans provide benefits upon diagnosis after the effective date of coverage (and any
applicable waiting period). Cancer plans exclude coverage for treatment during the waiting period or
before the effective date of coverage.
Aflac Cancer policies offer an optional building benefit rider that allows the policyholder to continue to
increase their initial diagnosis benefit on an annual basis. To maintain the build, the policyholder must
select the rider upon conversion.
KEY POINTS:
In most states, Cancer coverage from Aflac can provide benefits not only for treatment, but also for
wellness visits.
Aflac Cancer plans have Wellness and Initial Diagnosis Benefits built into the base plan for all plan
options. Wellness benefits are not available in some states.
Aflac Cancer plans offer benefits that are not common among all providers, thus giving more choices
in coverage and care. Some benefits include the National Cancer Institute Benefit, Bone Marrow
Donor Screening Benefit, and Initial Diagnosis and Hospitalization Benefits for children.
Cancer coverage from Aflac pays for treatment of cancer and associated cancerous conditions,
including direct extension, metastatic spread, or recurrence.
Aflac Cancer plans are offered to individuals at a wider age band; whereas, many other providers tend
to limit new sales after age 70. Aflac policies are individually owned and portable, which means if the
policyholder purchased the Cancer policy, they are able to keep the policy inforce even if they leave
that employer.
Aflac's Cancer coverage excludes premalignant conditions.
Aflac’s Individual Hospital
Indemnity Plans
Aflac's Hospital Indemnity policies are designed to

aid our policyholder's with expenses not covered by
major medical coverage and the high out of pocket
expenses due to rising deductibles. Aflac’s Hospital
Indemnity is not designed to provide medical
insurance coverage.
Aflac’s Hospital Indemnity Plan (HIP) coverage offers
a wide variety of benefits including:
 Hospital Confinement Benefit
 Waiver of Premium Benefit
 Rehabilitation Unit Benefit
The individual coverage is individually owned and
has a guaranteed-issue feature. There are no
network restrictions, meaning policyholders have the
freedom to visit any hospital and doctor they choose.
Hospital Indemnity coverage includes a wide variety
of benefits that relate to a person’s hospital
confinement, treatments received while confined, and
various other benefits not requiring a confinement.
Hospital Indemnity coverage from Aflac may be
appropriate for a customer because the benefits are
intended to pay for expenses that may not be covered
by major medical and it can complement primary
major medical insurance. Hospital Indemnity base
policy coverage from Aflac can complement, but is
not intended to replace, major medical insurance. The
plan also has no precertification requirements
meaning if the policy covers the treatment,
policyholders do not have to receive Aflac's
permission to receive it.
Aflac's Hospital Indemnity Plan pays cash benefits
directly to the policyholder, unless otherwise
assigned. In most states, newborn children of
policyholders are automatically covered from the
moment of birth for 30 days; however, confinement
for routine nursing or routine well-baby care for a
newborn child is usually excluded. In most states,
dependent children under 26 years of age can be
covered under the base policy and riders, allowing
families to cover their children until they get coverage
for themselves.
Keep in mind that benefits, limitations, and exclusions
vary by state.

Aflac’s Individual Hospital
Indemnity Plans

Aflac's Hospital coverage does not cover care or treatment
caused by a pre-existing conditions unless it begins more
than six months after the effective date of coverage.
The policy does not cover losses caused by or resulting
from: intentionally self-inflicting bodily injury or attempting
suicide; participating in or attempting to participate in any
illegal activity that is classified as a felony, whether charged
or not, and/or being exposed to war or any act of war,
declared or undeclared, or actively serving in any of the
armed forces or units auxiliary thereto, including the
National Guard or Reserve.
In addition, the Aflac Hospital Indemnity Plan does not
cover having treatment for a mental or nervous disorder or
disease; alcoholism or drug dependency; any loss
sustained or contracted due to a covered person’s being
intoxicated or under the influence of alcohol, drugs, or any
narcotic, unless administered on the advice of a physician
and taken according to the physician’s instructions.
The Aflac Hospital Indemnity Plan also excludes having
cosmetic surgery that is not medically necessary and
having elective surgery that is not medically necessary
within the first 12 months of the effective date of the policy.
KEY POINTS:
Aflac's Hospital Indemnity Plan is customizable. It has
optional riders that allow policyholders to create a unique
plan specific to their needs.
It offers a health savings account (HSA) compatible option.
Aflac's Hospital Indemnity base policy is eligible for pre-tax
deduction under the Internal Revenue Code Section 125.
Aflac individual policies are individually owned and portable.
Policyholders are able to keep the policy in force even if
they leave their employer.
Not all products and services are available in all states.
Please refer to FFS for state specific availability.
Keep in mind that benefits, limitations and exclusions vary

by state.

Aflac’s Individual Lump Sum
Critical Illness (LSCI)
According to the American Heart Association, about every 40

seconds an American suffers a heart attack and about every 40
seconds someone suffers a stroke.1
Lump Sum Critical Illness (LSCI) is designed to provide a lump
sum payment to assist with costs associated with catastrophic
medical events. In addition to a Major Critical Illness benefit,
Aflac’s Lump Sum Critical Illness offers a Subsequent Critical
Illness Benefit and a Sudden Cardiac Arrest Benefit.
The LSCI coverage can complement, but is not intended to
replace, major medical insurance. The benefits are easy to
understand and are paid in cash directly to the policyholders,
unless otherwise assigned. The flexibility of Aflac's Lump Sum
Critical Illness (LSCI) plan allows policyholders to choose their
own medical treatment provider.
Aflac Lump Sum Critical Illness policies may give employees
peace of mind in knowing that coverage is available for
dependents. With LSCI, dependent children are covered at no
extra cost.
Aflac's Lump Sum Critical Illness and Specified Health Event
coverage may be appropriate for a customer because benefits
are intended to help pay for expenses not covered by major
medical and those benefits can complement coverage provided
by primary major medical insurance.
KEY POINTS:
Aflac's Lump Sum Critical Illness is available to all applicants
guaranteed-issue at $10,000, meaning no underwriting is
required to obtain coverage. Amounts in excess of $10,000
must be approved through the WWHQ special exceptions
requests process.
Aflac's Lump Sum Critical Illness is HSA compatible and
guaranteed-renewable. The benefits are payable as a lump
sum, once per person, per lifetime, excluding subsequent
event coverage. There are no deductibles, copayments, or
network restrictions. In addition, a cancer coverage rider is
available with Aflac's Lump Sum Critical Illness. Some critical
care plans include a waiver of premium; Aflac's Lump Sum
Critical Illness does not.
Keep in mind that benefits, limitations and exclusions vary

by state.
1 - Heart Disease and Stroke Statistics, 2018 Update, American Heart Association.

Aflac’s Individual Specified Health Event (SHE) Plans
According to the United States Renal Data System 2017 Report, there were 124,114
newly- reported cases of End Stage Renal Disease (ESRD) in 2015 and both the number
of incident cases and the unadjusted incidence rate have risen. 1
Specified Health Event (SHE) coverage is designed to assist with treatment and recovery from
catastrophic / critical illnesses such as:
 Heart attack
 Stroke
 End stage renal failure
SHE coverage offers a Subsequent Specified Health Event Benefit that provides coverage should
the policyholder experience another covered event.
Other covered health events include:
 Major human organ transplant
 3rd degree burns
 Persistent vegetative state
 Coma
 Paralysis
 Coronary artery bypass surgery
 Cardiac arrest
Specified Health Event coverage rates are typically low and riders are available to expand
coverage. The benefits are paid in cash directly to the policyholders, unless otherwise assigned.
Policyholders may use the benefits to complement major medical coverage or for everyday living
expenses. While Aflac's Specified Health Event coverage may complement major medical, it is not
intended to replace major medical insurance. Dependent coverage is available. With Specified
Health Event (SHE), benefits for dependent children are 50% of the amount of the insured/spouse.
KEY POINTS:
Aflac's Specified Health Event plans do not require annual deductibles.
There are three options (Base, Base + ICU, Base + ICU + Heart) and two riders (First Occurrence
Benefit Rider, Specified Health Event Recovery Rider) available, allowing the customer to choose
the coverage that best fits their needs.
The policy offers an increased first benefit for children.
To be eligible for the paralysis benefit, paralysis must be continuous.
1 - United States Renal Data System. 2017 USRDS annual data report: Epidemiology of kidney disease in the United States. Nationa l Institutes of
Health, National Institute of Diabetes and Digestive and Kidney Diseases, Bethesda, MD, 2017.

Aflac’s Individual LSCI and SHE Plans

Aflac's Lump Sum Critical Illness and Specified Health Event coverage do not cover intentionally
self-inflicting a bodily injury or committing or attempting suicide, while sane or insane or participating
in, or attempting to participate in, an illegal activity that is defined as a felony, whether charged or
not, or being incarcerated in any detention facility or penal institution.
Coverage also excludes being exposed to war or any act of war, declared or undeclared; or
actively serving in any of the armed forces or units auxiliary thereto, including the National Guard
or Reserve.
In addition, Aflac's Lump Sum Critical Illness and Specified Health Event coverage do not cover
using any drug, narcotic, hallucinogen, or chemical substance (unless administered by a physician
and taken according to the physician’s instructions), or voluntarily taking any kind of poison or
inhaling any kind of gas or fumes.

Aflac’s Individual Dental Plan
Aflac's Dental plan was created for employers who do not currently have dental insurance. Aflac
dental coverage offers a wide variety of benefits that include, but are not limited to:
 Wellness exams (Dental Wellness Benefit)
 X-rays
 Fillings
 Pain management
 Oral surgery
 Gum treatment
 Prosthetic repair/services
 Crowns
Aflac’s Dental plan does not have network restrictions and policyholders can visit any dentist they
choose. The plan has no pre-certification requirements, meaning if the policy covers the treatment,
policyholders do not have to receive Aflac's permission to receive it.
Individual Dental coverage from Aflac may be appropriate for a customer because coverage is
individually owned and guaranteed-renewable, there is no provider network, and the product line is
based on a table of allowance concept.
Aflac Dental plan's Wellness Benefit is payable for any covered person for one listed treatment
per visit.
The plan does not require underwriting and the plan also offers no annual deductible. Instead of
having to meet a deductible each and every year, Aflac only requires policyholders to meet waiting
periods once; however, if the policy lapses and is reinstated, all waiting periods start over.
In addition, in most states, Aflac's Family Dental coverage provides coverage for dependents
who are under 26 years of age, allowing families to cover their children until they get coverage
for themselves.

The Aflac Dental plan has certain limitations and exclusions. It excludes services that are not
recommended by a dentist or that are not required for the preservation or restoration of oral health.
In most states, benefits are not payable for procedures performed by a member of the covered
person's immediate family. Coverage also excludes any treatment received while outside the
territorial limits of the United States or, if outside the United States, the territorial limits of the place
where your policy was issued.
Any procedure not shown in the Schedule of Dental Procedures is also excluded from Aflac's
Dental plan. Repair to dental work within six months of the initial work is also excluded from the
dental plan.
Aflac's Dental plan excludes any treatment received prior to the effective date of coverage or
treatment received during a benefit’s waiting period.

Aflac’s Individual Dental Plans
KEY POINTS:
Aflac's Dental coverage waiting period is defined as the period after the effective date of coverage
for which benefits are not payable.
Aflac's dental policy includes two optional riders: the Orthodontic Benefit rider and the Cosmetic
Benefit rider. The Cosmetic Benefit is payable on an after-tax basis only.
Aflac’s individual policies are individually owned and portable, which means if the policyholder
purchased the Dental policy through payroll deduction at his/her employer, they are able to keep
the policy in force even if they leave that employer.

Aflac’s Individual Vision Now Plan
Vision Now coverage from Aflac may be appropriate for a customer because there are no network
restrictions and it goes beyond the traditional exams and materials, and provides benefits for
serious eye conditions. In addition to an exam benefit and a choice of materials benefits, Aflac will
pay for specific eye diseases and disorders, eye surgeries, and permanent visual impairment, all
without network restrictions. Eye exams are not subject to a waiting period, meaning eye exams
are payable during the first 30 days of coverage. The vision policy is guaranteed -renewable for the
policyholder’s lifetime.
Vision coverage from Aflac is designed to provide five main vision benefits. They are:
 Eye Examination Benefit
 Vision Correction Benefit
 Specific Eye Diseases/Disorders Benefit
 Eye Surgery Benefit
 Permanent Visual Impairment Benefit
For you, the Aflac agent, there is no competition! While employers may have a choice of insurers
for short-term disability, cancer, or hospital confinement indemnity insurance, Vision Now is
available only from Aflac.
The Specific Eye Diseases/Disorders Benefit is payable once per covered disease or disorder, per
covered person and will be paid in addition to any other benefit in the policy. This benefit pays
when a covered person is first diagnosed after the effective date by an ophthalmologist or
physician as having any of the following:
 Glaucoma (excluding preglaucoma and/or borderline glaucoma)
 Proliferative diabetic retinopathy
 Retinal detachment
 Retinitis pigmentosa
 Macular degeneration
The Eye Examination Benefit pays for an eye examination performed by an optometrist
or ophthalmologist.
The Vision Correction Benefit is paid when a charge is incurred for vision correction materials or for
refractive error correction surgery. As a note, vision correction materials, such as frames and
lenses, are materials prescribed by an optometrist or ophthalmologist and are used for the ongoing
correction of refractive error. Glasses not prescribed by an optometrist or ophthalmologist, such as
over-the-counter reading glasses, are not eligible for the Vision Correction Materials Benefit.

Aflac’s Individual
Vision Now Plan
LIMITATIONS AND
EXCLUSIONS:
This policy does not cover:
 Services that are not recommended
by an optometrist, ophthalmologist, or
a physician
 Cosmetic surgery that is not due to
eye disease, disorder, or injury
 Treatment or diagnosis received
while outside the territorial limits of
the United States or, if outside the
United States, outside the territorial
limits of the place where the policy
was issued
 Intentionally self-inflicting bodily
injury or attempting suicide, while
sane or insane
Glasses not prescribed by an

optometrist or ophthalmologist, such
as over-the-counter reading glasses,
are not eligible for the Vision Correction
Materials Benefit.
If the policyholder changes his or her

Vision Correction Benefit Option, this
benefit will be subject to a new waiting
period, if any, beginning with the effective
date of the new option. The policyholder
is eligible to change the Vision Correction
Benefit Option only once each year, with
the change to be effective on the next
policy anniversary date.
Keep in mind that benefits, limitations

and exclusions vary by state.

Aflac’s Individual Vision
Now Plan
KEY POINTS:
Traditional vision insurance covers only exams
and materials, and in some cases, a small
discount on laser surgery. Vision Now takes
vision insurance to the next level by paying
benefits for eye surgeries, specific diseases,
and permanent visual impairment.
Eye exams are payable in the first 30 days of
coverage.
Vision coverage key points include the
following:
 No provider network
 Policyholders have the freedom to choose
any eye-care provider
 Comprehensive benefits
Types of providers:
An ophthalmologist is a licensed physician
specializing in diagnosis, care, and treatment
of refractive, medical, and surgical problems
related to eye diseases and disorders.
An optometrist, on the other hand, is a licensed
doctor of optometry who specializes in vision
problems; treating vision conditions with
spectacles, contact lenses, low-vision aids, and
vision therapy; and prescribing medications for
certain eye diseases and disorders.
A physician is a legally qualified person who is
licensed as a physician by the state to treat the
type of condition for a claim.
As a reminder, the provider, whether an
ophthalmologist, optometrist or physician, may
not be a member of the policyholder’s
immediate family.


Reminder: Overselling and Suitability
Aflac is committed to providing coverage to meet each policyholder’s individual needs. Overselling is
a Prohibited Practice and is not tolerated at Aflac. Agents must be diligent in offering products and
levels that are suitable for an applicant’s financial situation. Ensure applicants understand the total
premiums for their purchases and the impact on their income.
Don’t encourage applicants to purchase products if:
• They’ve said they can’t afford it
• You know it will not be suitable for their financial situation
• They know they’ll likely have to discontinue it due to cost

Life Products
ACL09

Aflac’s Life Plans Insurance
This training applies to Aflac's individual plans, unless otherwise specified.

Aflac is a company with a reputable history of financial stability. Our insurance policies integrate and
complement the employer’s total benefits package, and we provide flexible enrollment solutions.
Life coverage from Aflac may be appropriate for a customer because Aflac offers Whole Life, Term
Life and Juvenile Life. Aflac offers a wide range of products that complement each other. The
individual life plans are 100 % employee paid.

Aflac’s Individual Whole
Life Plans
Life insurance. People know they should have it,

but it’s a difficult conversation for employees to
have with their loved ones. Most people who don’t
have life insurance would like to have it, and of
those who do have it, most say they would like to
have more coverage.
Whole Life may be appropriate for a customer for
several reasons. Whole Life is often referred to as
"permanent insurance" because it never expires,
as long as premium payments are maintained.
Whole Life insurance builds cash value and may
help provide the insured with the “peace of mind”
that as long as premium payments are maintained,
he or she will always be insured.
Policyholders cite value in being able to provide for
their loved ones should income change due to the
policyholder’s death.
Whole Life insurance helps provide a lifetime of
security and financial protection. It builds cash
value and pays benefits for final expenses. The
premium is guaranteed, so employees know how
much their coverage will cost from month to month
and year to year. Most Whole Life plans will
eventually endow (pay the benefit amount) around
age 100. Available Whole Life riders are Child Rider,
Accidental Death Rider, Waiver of Premium Rider,
and 10 Year Term Spouse Rider.
KEY POINTS:
 The policy can be purchased after-tax only
 Policies can be transferred from payroll to
direct or direct to payroll with no change
in rates
 For Life Solutions forms, visit Web Ordering
 Permanent coverage advantage that builds
cash value
 Long-term investment vehicle
 Policy/rider may not be available in all states,
please refer to your state's policy/rider for
benefits, limitations, and exclusions.

Aflac’s Individual Term Life Plans
Term insurance provides coverage for a specific length of time. If the

policyholder dies during the term, the death benefit is paid in full. If the
policyholder does not die and the term has been reached, the policy
will either terminate, can be renewed for another term, or can be
converted to Whole Life.
Term insurance generally offers a lower premium in the early years
than Whole or Universal Life but doesn’t build a cash value, and the
cost increases as you grow older and renew.
Annual Renewable Term (ART) life insurance is an available term option
typically used for a year and renewable annually for up to the policy
anniversary following the named insured's 95th birthday. The renewal
cost for the policy increases each year since, presumably, the risk to the
insurer increases as you get older.
Term insurance can further be separated into two subcategories: level
term, which maintains a steady or level death benefit, and decreasing
term, in which the death benefit decreases over time. Aflac falls into the
first subcategory - level term.
Customers need choices. Aflac's Term Life may be appropriate for
customers looking for life coverage for 10, 20, or 30 years. Term Life
insurance offers a level of protection employees can choose for a
specified length of time. The premium is guaranteed for the selected
term option, so employees will know how much their coverage will
cost from month to month and year to year. Group term coverage is
also available.
KEY POINTS:
 Eligible to convert to Whole Life policy if the date of conversion is
earlier than the end of the initial term period or on or before the
policy anniversary date following the named insured's 65th birthday
 Exchange request required
 Policyholders can take the coverage with them (bank draft or
direct bill) if they change jobs or retire
 You may focus on the need to increase the total amount of life
insurance coverage and to enhance group coverage with an Aflac
policy, whether through Whole Life, Term Life, or a combination of
the two
 Group insurance typically covers the employee only, while Aflac’s
policies may provide coverage to the primary insured, spouse, and
child(ren) through specified riders

Aflac’s Individual
Juvenile Life Plans
Aflac’s Juvenile Term Life insurance policy is

designed to provide protection for people
ages 0 through 24. Age 0 means the later of
14 days or the date released from the
hospital after birth. The issue age for Term/
Whole Life coverage is 0 (the later of 14 days
or date released from the hospital) to 17
years old.
As with Aflac Whole Life insurance coverage,
with a Juvenile Whole Life plan, policyholders
value the security the policy affords. Juvenile
Life plans are available via payroll deduction
and direct billing.
Grandparents are eligible to purchase
Juvenile Life policies for their grandchildren.
The greatest value for most parents and/or
guardians is peace of mind. This customer
demographic is looking for a policy that will
ensure the security of their dependents. Under
this policy, the parents or beneficiaries are
covered should something happen to the
policyholder. Juvenile Whole Life coverage
offers the juvenile life insurance for the future
if they are deemed uninsurable in the future.
In addition, the plan also builds cash value for
the child.
KEY POINTS:
 Juvenile Term Life insurance for ages 0
through age 24
 Juvenile Term and Whole Life offer
varying face amounts - $10k, $20k,
or $30k
 Juvenile Term Life can convert to Whole
Life on the policy anniversary date after
the insured’s 25th birthday, if requested
 Whole Life face amount doubles at
conversion; Term Life face amount can
as well with an increase to premium
 Cash and loan values accumulate in
the third year after conversion for whole
life policies only

Individual Life Insurance Key Points
Aflac Life Insurance may be appropriate for a customer because Aflac offers Whole Life, Term Life,
and Juvenile Life. It pays a lump sum amount for the face amount of the policy to the beneficiary
upon the insured’s death.
Aflac Life Insurance helps give family members financial peace of mind by ensuring that financial
obligations are met after the insured’s death. Benefits can be used to assist to help cover immediate
needs such as:
 Funeral costs
 Uninsured medical expenses
 Bills
Benefits can be used to assist in covering future needs such as:
 Rent/mortgage payments
 Monthly family expenses
 College expenses
 Retirement planning
 Pays an Accelerated Death Benefit in the event of a terminal illness
With some plans, Aflac offers a Waiver of Premium Rider. With that rider, if the insured is totally
disabled, Aflac will not require premium payment for the duration of the disability. That means the
insured's life insurance policy would stay in force, with no additional payments, while the benefit was
in effect.

Additional Information About Aflac ’s Life Plans
There's additional information you'll need to know about Aflac's Life Insurance coverage. On the
following pages, you'll find information about suitability, replacement notices, Nonforfeiture Options
and Provisions, Beneficiaries, and Accelerated Death Benefit.

Nonforfeiture Options and
Provisions
The nonforfeiture (settlement) option refers to how a

policy owner may apply the cash value of a life
insurance policy if the policy lapses. The cash value
that is available is the net cash value, minus any
outstanding policy loans. Most policies offer a choice of
nonforfeiture options, but default to an automatic option
if the policy owner does not select one.
Under the Automatic Premium Loan (APL) option, once
the grace period has passed the insurer “loans” money
from the cash value to the policy owner by applying it to
the unpaid premium. As long as sufficient cash value is
available to pay premiums, this option prevents the
policy from lapsing. If the insured dies during this
period, the amount of the loan, plus interest, will be
subtracted from the death benefit.
The Cash Surrender Value (CSV) option allows the
policy owner to surrender the policy for its net
cash value.
Under the Extended Term Insurance (ETI) option,
the cash value is used as a single premium to
purchase a term policy for the same face amount as
the original policy and for whatever length of coverage
the cash value can purchase. This policy may be
continued from the due date of the unpaid premium as
non-participating extended term insurance. The amount
of extended term insurance will be the face amount
less any indebtedness. Extended term insurance will
be continued for the period for which the net cash value
will purchase when applied at your attained age as a
net single premium. If the term will extend beyond your
age 100, reduced paid-up will be purchased instead.
Under the Reduced Paid-Up Insurance option, the
policy’s surrendered cash value is used to purchase a
fully paid-up life policy for a lesser amount. The policy
will be a continuation of the original insurance plan for
whatever face amount the cash value can purchase.
This policy may be continued from the due date of the
unpaid premium as non-participating paid-up life
insurance for a reduced amount. The amount of
insurance will be determined by applying the net cash
value as a net single premium at your attained age for
such insurance.
Under a nonforfeiture option, if any premium remains
unpaid after the grace period, the policy or continuation
of the policy will be terminated.

Beneficiaries
The beneficiary is the person or other party named by the
insured who will receive the life insurance proceeds upon the
insured person’s death. If no beneficiary is named, proceeds
are typically paid to the insured’s estate.
The primary beneficiary is the first party to receive policy
proceeds. A policy owner can name more than one primary
beneficiary and specify a percentage of the proceeds that
should be paid to each, or dictate that they should be equally
divided.
A contingent beneficiary is the party who will
receive proceeds if the primary beneficiary dies or is
ruled incompetent.
An irrevocable beneficiary is a beneficiary whose rights to
receive the policy proceeds cannot be canceled without his or
her consent.
A revocable beneficiary is a beneficiary whose rights to
receive the policy proceeds can be canceled by the policy
owner at any time prior to the insured’s death.
As a word of caution, the designation of a child under the age
of 18 as a beneficiary should be avoided if the policy owner’s
intent can be carried out in any other way. Life benefits cannot
be paid directly to minor children. In most cases, a guardian
must be appointed and benefits will be paid to the guardian.
Accelerated Death Benefit

When specific conditions are met, the Accelerated Death
Benefit will pay a portion of the death benefit prior to the
insured's death due to a terminal condition. This cash benefit
can help replace lost income. This benefit can help pay high
costs associated with medical care: copayments, travel,
deductibles, etc.
Aflac pays half of the face amount of the policy if the insured
is diagnosed with a terminal illness with fewer than 12 months
to live.
 The ADB must be requested by the insured or policy owner
 A terminal condition is a condition that in the best medical
judgment of the physician, will result in the death of the
insured within 12 months of the date of such diagnosis,
regardless of all possible treatments
 The diagnosis must be made by a licensed physician after
the date of policy issue and while the policy is in force
 A second opinion may be required

Replacement Notice
A Replacement Notice / Life Replacement form must be completed if the applicant wishes to
replace his or her existing life insurance from another company with our policy. Known as form
A-4166, this is a two-part carbonless form that varies by state.
Please note, when submitting a life insurance application intended to replace any existing Aflac
life insurance policy, you will need to include a Life Cancellation Request or signed request from
the policyholder to cancel the original coverage. The replacement form lets Aflac know the
applicant intends to replace the current coverage, but it does not give Aflac permission to cancel
the existing coverage.
Keep in mind that a declining health status is not a valid reason for replacing a customer’s
insurance coverage.
Suitability
At Aflac, we pride ourselves on acting with integrity and running an ethical business and expect
our agents to do the same. We call this the Aflac Way. Aflac is committed to providing coverage
to meet each policyholder’s individual needs.
Agents must be diligent in offering products and levels that are appropriate for an applicant’s
financial situation. Ensure applicants understand the total premiums for their purchases and the
impact on their income.
Don’t encourage applicants to purchase products if:
 They’ve said they can’t afford it
 You know it will not be suitable for their financial situation
 They know they’ll likely have to discontinue it due to cost

Information Security and Privacy
ACL10

Information Security & Privacy: What ’s the Difference?
The goal of both the information security and privacy polices is to protect sensitive information.
However, there are differences between the two concepts.
The role of Information Security is the technical and physical protection of Aflac and customer data.
Information Security protects that data from unauthorized access, use, disclosure, modification,
and/or destruction. This means that Aflac agents, their employees, and subcontractors should abide
by information and security laws and regulations that require technical and physical safeguards.
These safeguards must be in place to protect customer data.
Privacy, on the other hand, ensures Aflac, Aflac agents, their employees, and subcontractors abide
by privacy laws and regulations to protect our customers' personal health and financial information
from intentional and accidental unauthorized use, access, or disclosure.
Think about security in your day-to-day work. Ensure all information assets, processes, functions,
facilities, and resources are designed, built, and operated in a secure manner.
Protect your clients' information. The goal is to protect Aflac and its customers. We need
to protect them from intentional and accidental unauthorized use, access, disclosure, modification,
and/or destruction of information.
Follow the rules. All users of Aflac systems and applications are required to adhere to all
information security policies.
Health records are sensitive. Protect the confidentiality of Personal Health Information (PHI)
and financial information. Protected Health Information (PHI) and financial information should be
protected whether communicated verbally or in writing.

Privacy Laws
Privacy is the right of an individual to control the use and disclosure of his or her personal
information. Aflac, Aflac agents, their employees, and subcontractors are required by law to protect
our customers’ personal information. Laws protecting the individual's personal information include:
HIPAA. The Health Insurance Portability and Accountability Act is the law that protects Protected
Health Information (PHI).
HITECH. The Health Information Technology for Economic and Clinical Health Act enhances
HIPAA and extends rules to business associates such as Aflac agents, their employees, and
subcontractors. Business associates have a legal obligation to follow the privacy and security
provisions of their business associate agreements and HITECH provisions.
GLBA. The Gramm-Leach-Bliley Act protects personal financial information.
Together, HIPAA, HITECH and GLBA protect personal financial information and personal
health information.
One Day at a Time
Regarding Aflac’s Security and Privacy Policy, keep in mind the following:
 Aflac’s privacy policy protects PHI from intentional and accidental unauthorized use, access,
or disclosure
 It is recommended that you read a little of each policy every day
 Policy documents are comprehensive in nature and can be overwhelming
 Breaking them down into chapters is helpful

Breach Management
Due to the HIPAA HITECH Omnibus Final Rule, business associates, such as Aflac associates and
agents, their employees, and their subcontractors, are required to abide by certain guidelines in the
Privacy and Security Rules.
Subcontractors are persons or entities who create, receive, maintain, and/or transmit PHI on behalf
of a business associate (BA). The BA is held directly liable for compliance with certain rules of the
HIPAA Privacy, Security, and Breach Notification Rules and may be subject to civil and criminal
liability for violations of these requirements.
As a business associate of Aflac, you are required to:
 Adopt an incident/breach management process to properly notify Aflac of all privacy and security
incidents/breaches
 Read the Business Associate Agreement/Contract and the Protected Information Guidelines and
follow all guidelines/requirements indicated within
 Ensure the Privacy and Security rules from the Health and Human Services (HHS) department
are followed
 Enter into a written agreement with any of its subcontractors that create, receive, maintain, or
transmit Aflac insured PHI that provides for privacy and security protections, that they have at
least as stringent (if not more stringent) security protections as those provided in the Protected
Information Management (PIM) Guidelines
 In addition to contractual obligations, BAs are directly liable for compliance with certain
provisions of the HIPAA Privacy and Security laws
Privacy Incidents: Your Responsibility
A privacy incident, also known as a breach, is an impermissible acquisition, access, or use

or disclosure of protected health or financial information that can put a person's finances or
reputation at risk. HITECH requires an agent to notify Aflac Headquarters as soon as they
discover a privacy incident.
Report stolen laptops to the IT Service Center at 800-282-3522 or email safe@aflac.com.
Report all other privacy incidents to AflacTrust@aflac.com.
The Aflac Trust works with Aflac's Privacy Office to help prevent and resolve privacy incidents. The
safest method of transmitting sensitive customer information is to send it electronically through an
Aflac-approved secure process, like GlobalSCAPE secure ad hoc transfer.

Where Protected Information May Be Found
In insuranc e, protected inf ormation c an be found on:

 Applic ations
 Reinstatement forms
 Salary redirection agreements (SRA)
 Premium deduction authorizations (PDA)
 Emails
 Faxes
 Everwell TM
 Reports
 Claim f orms
 Account invoic es
 Correspondenc e
 Census data
Pleas e make c ertain you, your employees , and subc ontractors are f amiliar with the
Protected Information Management Guidelines. Thes e are ref erenc ed in your Ass ociate
Agreement and are available on the Aflac Trust page of Field Force Services.
Examples of Protected Health Information (PHI)
Some examples of customer pers onal/protected inf ormation include:

 Names (when us ed with health or financial inf o)
 Credit / c ard numbers
 Medical diagnosis
 Treatment dates
 Bank acc ount data
 Salary inf ormation
 Answers to underwriting questions
 Health c ondition
 Claims payments and f orms
 Date of birth
 Social Security Number
 Polic y number

Privacy and Security Good Practices
Access to Aflac information is limited to an individual's functions related to his or her work
responsibilities. You should only have access to what you need to perform your role.
Protect the data on your devices by using a complex PIN or password. A complex password
contains upper and lower case letters, numbers, and special characters.
Lock your screen when you're not using the device or when you walk away, even for a
moment. To lock your screen, press Ctrl-Alt-Delete and press Enter, or use Windows key + L.
Disclosure Do not disclose PHI, financial information, or any personal information unless you
have received the proper authorizations to do so—this applies whether it is communicated orally or
in writing.
Check to ensure you provided the correct policy number, name, and transmittal when
submitting claims or other correspondence.
PINs Keep passwords and PINs confidential. Nev er disclose them to anyone. You are
responsible for any transactions that occur under your PIN or User ID and password.
Shred all documents that include health and financial data and use a secure recycle bin.
Privacy Only conduct enrollments in secure, private locations.
Passwords Don't tape your passwords to your laptop or computer.
Before you leave an office, enrollment site, or other location, check to ensure no confidential
information has been left behind.
Keep laptops in secure locations. Do not leave a laptop in the seat of your car where it is
visible to someone walking by the car.
Cover confidential information when you leave your workstation. This includes both digital
and stationary information.
Clean Desk It’s important to keep a clean desk. Keeping your desk clean reduces stress, complies
with the basic privacy principles for safeguarding personal information, and reduces the opportunity
for theft or loss.

Mobile Devices
Mobile devices allow us to communicate anytime, anywhere. They empower us with on-the-go
functionality that used to require the use of a PC; however, with flexibility and convenience come
risk. It’s a good practice to use separate mobile devices for work and personal web surfing.
Before you had a laptop, did you take your computer home with you? Did you ever have to worry
about forgetting it on a table at a coffee shop? Of course not.
Mobile devices and the applications that reside on them require the use of User IDs and
passwords that help protect the information on the device; therefore, they require extra care. The
following are some ideas for keeping your mobile devices safe:
 Lock your Aflac mobile devices in a desk drawer or file cabinet at the end of the day.
Lock them in the trunk of your car when you don't need them for an appointment. Do not lock
them in the trunk overnight.
 Make passwords complex. Protect the data on your devices by using complex
passwords and PINs. Don't use passwords that are easy to guess or contain ‘Aflac’ or ‘Duck.’
Instead, try using a pass-phrase. A complex password contains upper and lower case letters,
numbers, and special characters. Always lock the screen when your devices aren't in use.
Never store passwords on or near your devices.
 Don't share your password with anyone. This includes your coordinator, administrator,
or other agents. Remember, you are responsible for all transactions that take place using your
User ID and password. Make sure no one is “shoulder surfing” when you enter your password
on your devices.
 Get help! If your mobile device is lost or stolen, contact Aflac's IT Service Center or
email safe@aflac.com immediately.

Use Email Wisely
Email is widely used as a form of business communication. If used properly and safely, it can be
highly effective. Never ask your customers to provide account credentials or personal information
via email.
Before sending an email, ask yourself a
few questions:
 Should I send it?
 Is the content appropriate?
 Is the message business-appropriate? Use your Aflac-issued email
address (us.aflac.com) for
 Is it encrypted?
all business transactions.
 Is email the best way to communicate
the message? Do not use a personal email
 Would a face-to-face meeting or phone call account (i.e. Gmail, Hotmail,
be better? Yahoo) for business
 Who should get the email? Does everyone on transactions.
the distribution list really need it? Delete old information.
 Are the recipient email addresses accurate? Delete your email messages
 Is this personal, or is it work-related? when the information is no
Remember, it's not a good idea to mix longer needed.
work and personal email. It's too easy to
Too much spam? Visit this
accidentally send sensitive work information
to a personal contact. Aflac News article to learn
how to reduce spam.
 Did I remove sensitive information and
attachments prior to forwarding it?
 Am I sending the minimum amount of
information required?
 Does the email require encryption?
If you answer yes to one of the questions below, your communication requires email
encryption. If you need assistance with encryption, please send an email to
safe@aflac.com.
 Does the email or attachment contain sensitive information such as SSNs, credit card
number, or health information?
 Am I sending an external email as part of my work as an Aflac agent?

Phishing: Don’t Get Hooked
Phishing is defined as a scam by which an email user is duped into revealing personal or
confidential information the scammer can use illicitly.
To avoid email phishing attempts:
 Refrain from opening unsolicited emails
 Refrain from opening attachments or clicking on links from unknown senders
 Never provide personal or customer account information in response to an
email request
If you receive a suspicious email, such as one that is coming from an unknown sender asking for
personal information, what should you do first? Do not click on any links or open any attachments
and promptly contact safe@aflac.com.
Internet Usage
 Not all websites are safe. Ensure your anti-virus software is up-to-date
 Scan software you download to ensure it's virus-free
 It’s a good practice to use different devices for personal and work-related Internet use

Encrypt A Microsoft Document
You don’t need special software to encrypt Word and Excel files. Just follow the steps below.
Step 1 - Open the document you would like to encrypt in Microsoft (Word, Excel, etc.).
Step 2 - Select File > Info > Protect Document
Step 3 - Select 'Encrypt with Password.'
Step 4 - Enter a complex password. A complex password contains upper and lower case letters,
numbers, and special characters.
Step 5 - Attach the document to the email and send the email. Do not include the password in the
same email as the document. Instead, send another email with the password to the document.
The recipient will be prompted to enter the password to open the file.


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Moving Forward with Aflac

N180152R2 Exp. 1/20

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Worldwide Headquarters (WWHQ) Employees

New WWHQ Employees

Existing WWHQ Employees

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The Aflac Way

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Aflac National Sales Guidelines

Aflac’s Understanding Insurance Fraud and Prohibited Practices

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Respect and Care

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Commissions & Compensation

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Types of Incentive Programs

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Certain sales practices are prohibited

Additional information and examples are

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Solicitation and sales to marijuana related

Application Solicitation, Conversion, and

Additional information and examples are

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Additional information and examples are

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 Asking your customer about their current insurance coverage

 Recommending an insurance product or combination of products that meet the customer’s

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Agent Assisted Direct Sales

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The Aflac Trust is a dedic ated team of

The Do Not Contact List

Aflac maintains a Do Not Contact List of

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Examples of Prohibited Payroll Practices include:

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