Aflac’s vision is to create a world in which people are better prepared for the expected — and unexpected — with benefits primary health insurance doesn’t cover. For nearly 70 years, Aflac supplemental insurance has provided millions of people worldwide the opportunity to focus on recovery instead of financial stress, as the company pays cash benefits for expenses that are not covered by primary health insurance.
Aflac’s Global Security team accompanied by Aflac CIO Shelia Anderson (front center) celebrated Aflac’s Global CISO and the 2024Georgia CISO of the Year Tim Callahan. From L to R: Matt Harper, Adam Miller, Angela Burnette, Nikki Coull, DJ Goldsworthy, Tera Ladner, Tim Callahan, Ben Harbin, Shelia Anderson, Lori Weaver, Stephen Nemeth, Dawn Kohn and Steve McIntosh.
Over the years, we’ve received thousands of letters from customers expressing sentiments like the following about how much our cancer coverage has helped them:
- “I truly don’t know how I would have done it without my Aflac cancer policy.”
- “I don’t think I would be sitting here today without Aflac helping.”
- “I can’t tell you how much peace of mind Aflac has brought me.”
This kind of heartfelt expression embodies what we mean when we say we will be there when our customers need us most. It’s also one of the reasons why we recently launched our refreshed cancer product with enhanced benefits and no increase in premium.
Protecting Our Customers from Cyber Risk
Cybercriminals are innovative, willing to take risks, and have no regard for regulations. Aflac is committed to the privacy of individuals and the protection of their data, and we do this by placing great importance on information security to protect against threats both external and internal. Our approach is deeply rooted in our culture. From the boardroom, to the break room, to our employees who are working on-site or remotely, we are committed to doing things the right way — the Aflac Way. With integrity, transparency, and shared responsibility, we deliver on our promise to be there for our customers when they need us most.
AI at Aflac
Aflac accelerated its digital transformation, including artificial intelligence (AI), as the pandemic severely challenged the company’s traditional in-person, independent agent/franchise business. The trick, however, has been choosing the best AI use cases among competing priorities.
We’ve been increasingly incorporating emerging technology, including AI, into our business for years. In fact, developing a solution that could scale AI across the organization has been a high priority since 2020. For instance, one of the first clear opportunities to scale AI was around the company’s wellness benefits, which cover yearly checkups and medical screenings such as physicals, dental exams, and eye tests.
“At Aflac, safeguarding the information collected on behalf of our employees and the customers and businesses we serve is of crucial importance and a key tenet of our culture.”
Dedicated customer care specialists from Aflac’s new cancer line discuss ideas to best serve policyholders calling in with a cancer diagnosis. From L to R: Jazmin Upshaw, Joseph Cosey, Johnny Richmond (supervisor), Mallorie Snethen, Ruth Hill and Deja Zullo (standing).
Wellness claims don’t require proof of loss, which helps us to pay out quickly. Using AI with wellness claims allows for efficiencies, including clearing bandwidth for our customer care specialists to spend even more time on our customers’ more complex situations.
We believe AI is providing intrinsic value by promoting fast and accurate claims processing where possible. As a result, more than half (54%) of Aflac claims are fully automated. While Aflac is excited about the benefits AI can provide in the future, we also remain focused on supporting our customers with a personal touch they expect and often need. For example, Aflac has a new process wherein policyholders who file for a first-time claim for cancer are handled by a specific group of professionals, specially trained to handle these claims. We’re exploring opportunities to extend these AI capabilities beyond the claims process, to any use case that needs to be automated based on prediction. Our focus is on how we spend the time that we need for those highest-priority customers and claims while automating others. At Aflac, we believe that leveraging AI will play a key role in maintaining our high standard of customer service.
Additionally, in a high-demand space such as AI and machine learning (ML), attracting talent with the required skills and retaining talent through skills development are top priorities that we will remain focused on in the near future.
“Overall, Aflac’s claims automation platform has helped improve customer ease, reducing our pain points through the journey and increasing our touchless claims and customer retention.” — Aflac CIO Shelia Anderson
Impact of AI in the Workplace
While AI may not be new, its use by companies in day-to-day business is evolving and growing. Even in the insurance industry, we’re seeing organizations like the National Association of Insurance Commissioners issuing guidance to state regulators on the use of the technology among insurers. At Aflac, our goal is to protect our proprietary and sensitive information and, most importantly, our customers. In doing so, we uphold our ethical standards of working the Aflac Way.
- In today’s dynamic workplaces, AI plays a pivotal role, transforming how businesses operate and employees engage with their tasks. Beyond automation, AI enables streamlined processes, improved efficiency, and data-driven decisions. From intelligent automation to predictive analytics, AI is reshaping traditional workflows, fostering innovation, and becoming a strategic imperative for organizations aiming to stay competitive in the digital age.
If someone were to ask a platform like ChatGPT to develop a short paragraph for an article about the importance of AI in today’s workplace, they might get a response like the one above. A bit formal, but not bad, right? AI is “becoming a strategic imperative,” or in other — more human — words, very important to business.
So, if AI is already handling the day-to-day work, where does that leave our talented customer service and other Aflac professionals? With the humans, our customers, where they belong. Aflac’s Senior Vice President of Individual Voluntary Benefits Keith Farley said it best in a recent Fox News op-ed article about AI in health care.
We will continue to innovate and transform our business and to explore emerging technologies like AI that help Aflac continue to not only be a great place to work but also deliver on our promise to be there for our customers when needed most.
Shelia Anderson, senior vice president and Aflac Chief Information Officer and Tohru Futami, director, executive vice president, Chief Technology Officer, Aflac Japan, visited the Aflac Northern Ireland offices to meet with Mark McCormack, vice president, Managing Director, and the Aflac Digital Services team.
“… in this age of AI-driven algorithms, analysis and assessment, human beings are, ironically, our secret sauce, our competitive distinction, our innovation. People are our path to providing the type of personalized and personal service customers expect. AI helps them spend more time doing it.”— Aflac Senior Vice President of Individual Voluntary benefits Keith Farley
