• How do I sign up for online billings and to see my employees' coverage information?
  
• Why haven't I received my statement?
  
• How do we notify you of terminated employees?
  
• How do I add a new employee, household member or increase/decrease a benefit amount?
  
• How do I change an employee's name and/or address?
  
• I've marked this person off my statement, but they continue to appear on it.  Why?
  
• Are benefits payable if premiums have not been received?
  
• How do I know what month's coverage I'm paying?
  
• How does an employee cancel coverage?
  
• What portion of the employee's premium is pre-taxed?
  
• How does a terminated employee continue coverage?
  
• Why do I receive multiple statements from American Fidelity?  Can I receive one statement for Flex, Annuity and Group/Individual products?
  
• Why are there adjustments on my statement?
  
• Can I receive my statement without the Social Security numbers?
  
• Can I pay on line?
  
• Can I reconcile my billing on line?
  

Q: How do I sign up for online billings and to see my employees' coverage information?
A: You may register as the group administrator for an OnLine Service Center account if you are the bookkeeper or payroll administrator for your business or school.
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Q: Why haven't I received my statement?
A: There may be several reasons for the delay. The most common is to allow us time to process recent changes and provide an accurate statement. We may also have an incorrect mailing address for you. Please contact Customer Service for further information.
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Q: How do we notify you of terminated employees?
A: You can indicate the date of the termination on the billing statement or you can notify us by fax. If you are a registered Group Administrator, you can advise us online when you login.
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Q: How do I add a new employee, household member or increase/decrease a benefit amount?
A: An application will need to be completed. Contact your account representative or contact Customer Service.
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Q: How do I change an employee's name and/or address?
A: If you have registered on our Online Service Center (you have established a user name and password) you can notify us of employee address changes from a link on the Employee Detail page in the OnLine Service Center. If you have not registered, you or the employee can download and complete the Change Address Form. To update an employee's name, the employee should download and complete a Notice of Change in Name request. A name or address change can also be noted on the billing statement. An employee who has registered on our Online Service Center can update their address information on line.
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Q: I've marked this person off my statement, but they continue to appear on it. Why?
A: We may have received the notification after the statement generated, or perhaps, we did not receive a copy of the reconciled statement with the payment.
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Q: Are benefits payable if premiums have not been received?
A: No, premiums must be received before benefits are paid.
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Q: How do I know what month's coverage I'm paying?
A: The due date on the top of your statement is for that month's coverage. The two-digit column on your statement labeled "MO" represents the month you are being billed.
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Q: How does an employee cancel coverage?
A: We require written notification signed by the employee if he/she elects to cancel coverage and is still employed.

If you administer a Business or Industry group, the recommended Cancellation of Coverage Request Form is available to download from the website.

If this coverage is part of a Section 125 plan, refer to your plan document before making any changes.
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Q: What portion of the employee's premium is pre-taxed?
A: Contact your Section 125 plan administrator.
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Q: How does a terminated employee continue coverage?
A: Terminated employees who have group disability insurance may not continue coverage unless they are employed with a participating group. Employees who have individual products, such as cancer or life insurance, will be contacted for continuation options.

An employee with Supplemental Medical Gap Plan™ coverage may be eligible to continue their coverage under COBRA Public Law 99-272. Continuation guidelines may vary by state and "A Notice of Continuation of Group Medical Coverage" may be required.
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Q: Why do I receive multiple statements from American Fidelity? Can I receive one statement for Flex, Annuity and Group/Individual products?
A: No, not at this time. The billing systems for these products are not compatible.
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Q: Why are there adjustments on my statement?
A: The application or requested change for an employee's coverage was not in a "billable" status at the time the statement generated. Adjustments can also represent overpayments received on prior bills. The adjustments are added in order to bring the account current.
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Q: Can I receive my statement without the Social Security numbers?
A: Yes, this option is available. To request this change or to hear more billing format options, please contact Customer Service.
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Q: Can I pay on line?
A: Yes. If you are a registered Group Administrator, you can pay by EFT online when you login.
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Q: Can I reconcile my billing on line?
A: Yes. If you are a registered Group Administrator, you can reconcile your billings online when you login.
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