Frequently Asked Questions

• How do I file an insurance claim?

  The fastest way to file an insurance claim is through your online account, or on our mobile app, AFmobile^®.

  • Online
    1. Log in to your online account
    2. Click on the File a Claim button
    3. Select Insurance Claim
    4. Upload the requested documentation and click on the Upload File button
    5. Click on the Next button and enter the remaining information on the following pages
    6. Check the acknowledgment box and click on the Submit button
  • AFmobile
    1. Touch the File a Claim button on the AFmobile dashboard
    2. Select the policy you are filing a claim and touch the Choose Files button
    3. Either snap a photo of your documentation and touch the Attach Documents button or upload it from your mobile device and hit Next
    4. Follow the prompts and fill out the required information
    5. Check the acknowledgment box and click on the Submit button
  • Fax or Mail
    1. Download and complete the appropriate claim form from our claim form page. Please note, paper claim filing is not the fastest option. File a claim online or through AFmobile to get your money faster.
• How do I file a reimbursement claim?

  The fastest way to file a reimbursement claim is through your online account, or on our mobile app, AFmobile^®.

  • Online
    1. Log in to your online account
    2. Click the File a Claim button
    3. Select Reimbursement Account
    4. Complete the claim form
    5. Click the Submit button
  • AFmobile
  1. Touch the Submit Reimbursement button on the AFmobile dashboard
  2. Complete the Claim Form
  3. Upload receipt
  4. Click the Submit button
  • Fax or Mail
    1. Download and complete the appropriate claim form from our claim form page. Please note, paper claim filing is not the fastest option. File a claim online or through AFmobile to get your money faster.
• How do I check my claim status?

  The fastest way to check the status of a claim is through your online account, or on our mobile app, AFmobile^®.

  For Insurance Claims:

  • Online
    1. Log in to your online account
    2. Click on the Claims tab
  • AFmobile
    1. From the AFmobile dashboard, scroll down to Insurance Claims
    2. Choose either In Process or Processed
       • When you file a claim, it will be located under In Process until it has been processed.
       • Once your claim is processed, it will be located under Processed

  For Reimbursement Claims:

  • Online
    1. Log in to your online account
    2. Click on the Reimbursement tab 
    3. Select View Claim Activity
       
       • Claims that are approved will be listed in green.
       • Claims that require action, such as receipt or more information, will be listed in blue. Claims that are denied will be listed in red. Click on the transaction to view more details.

  • AFmobile
    1. Log in to AFmobile
    2. Select the reimbursement account you wish to review
    3. Select a claim from the transactions list
       • The claim status, amount, and other details will be located on this screen. 
• How do I sign up for Direct Deposit?

  For Insurance Claims:

  • Online
    1. Log in to your online account
    2. Click on your name in the top right of the screen to access My Profile
    3. Scroll down and click on the Direct Deposit tab
    4. Enter or update your bank account information
    5. Click on the Save Direct Deposit button
  • AFmobile
    1. From the AFmobile^® dashboard, go to your Profile
    2. Under Direct Deposit, select Insurance Direct Deposit
    3. Follow the prompts to set up your account and click on the Save Direct Deposit button

  For Reimbursement Claims:

  • Online
    1. Log in to your online account
    2. Click on the Manage My Reimbursement Account button
    3. Hover over your name in the top right of the screen and select Profile
    4. Select the Edit button above Reimbursement Method
    5. Select Direct Deposit
    6. Enter or update your bank account information
    7. Click on the Save Direct Deposit button
  • AFmobile
    1. From the AFmobile^® dashboard, go to your Profile
    2. Under Direct Deposit, select either Reimbursement Direct Deposit or Insurance Direct Deposit
    3. Follow the prompts to set up your account and click on the Save Direct Deposit button
• How do I upload documentation?
  1. Log in to your online account or AFmobile
  2. Select the Additional Documentation button
  3. Select either Reimbursement Account(s) or Insurance Claim
     • For Reimbursement Accounts, select the pending transaction and click Add Receipt to upload documentation.
     • For Insurance Claims, select the insurance policy from the dropdown, then upload your documentation.
• How do I find my policy effective date?

  Insurance Benefits: Start by logging in to your online account. On the home dashboard, your effective date will be next to your policy name under Benefits. For lapsed policies, click Benefits to find these effective dates.

  Reimbursement Accounts: Start by logging in to your online account. On the home dashboard, your plan dates will be beneath the reimbursement account name. For previous or future plan years, click Reimbursements and scroll down to the account you're looking for.

• How do I download a copy of my insurance policy?
  1. Log in to your account or AFmobile
  2. Under Benefits, select the policy name you wish to view
  3. Select View Policy Document

  Note: If your policy document is not available online, you will see Policy Document Request form upon selecting View Policy Document. After you complete this form, our team will send you a copy of your policy and add it to your online account. 

• How can I view my insurance Explanation of Benefits?

  The fastest way to view your Explanation of Benefits (EOB) is through your online account. However, you must elect paperless EOBs before they are visible. 

  To elect paperless EOBs, log in to your online account and select your name to view your Profile. Then open the Communication Preferences drop down and activate the toggle on Go Paperless.

  How to View Electronic EOBs Online:

  1. After your claim has been processed, log in to your account
  2. Select the policy for which you filed a claim
  3. Select View All Supplemental Claims
  4. Select the EOB link next to your claim

  How to View Electronic EOBs on AFmobile:

  1. Log in to AFmobile
  2. Scroll to Insurance Claims
  3. Select the claim type to view your EOB