Employer Help Center

Your online account might look a little different, but you can still perform all of your daily tasks with ease.

Want more information? Browse our FAQs.

Navigating Your New Portal

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FAQs

  • To change your password once logged in, follow these steps:

    1. Hover over your name and select Password from the dropdown menu.
    2. Click the Reset My Password button. A password reset link will be sent to your email address associated with your online account. 
    3. Click the Reset Your Password link in the email you receive and follow the prompts. 
  • To update your email address once logged in, follow these steps:

      1. Hover over your name and select Communication from the dropdown menu.
      2. Under the Communication tab, select Edit and enter your new email.
      3. To save the change, select Save
  • If you forgot your password, follow these steps:

    1. After entering your username, click the Forgot Password link on the sign-in page. 
    2. An email with a link to reset your password will be sent to the email address associated with your online account. 
    3. Click the Reset Your Password link in the email and follow the prompts. 
  • If you forgot your username, follow these steps:

    1. Click the Forgot Username link on the sign-in page. 
    2. Enter your email and customer number. 
    3. An email containing your username will be to the email address associated with your online account. 

  • To add a user, follow these steps:

    1. Hover over your name and select Users from the dropdown menu. 
    2. Then select Add User. A form will open to enter the new user information.
    3. Once you have entered the information, select Save.

    Note: It is important to confirm which sections of the portal you wish to grant the user access to. You can do this by selecting the box next to the relevant section such as billing, claims, etc. Additionally, you can choose their Company Access from this page.

  • Users can be assigned specific user sections to ensure that employees only have access to the information they need to perform their job duties. This is useful when multiple employees need to access the portal. It helps prevent sensitive data from being visible to those not requiring it. Below is a breakdown of each user role’s responsibilities:

    • Billing: Access payroll deductions, census files, invoicing and more.
    • Claims: Track and submit employee claims, manage documentation and more.
    • Employees: Add and remove employees. 
    • Leave Management: Track and manage employee leave, related documentation and more. 

    Users can be assigned to more than one section.

    By default, all users will have access to all sections if not assigned one, meaning they will have complete visibility without any restrictions.

  • To remove a user, follow these steps:

    1. Hover over your name and select Users from the dropdown menu. 
    2. Select the employee name you wish to remove from the Active Users list. 
    3. Select Deactivate User. 

    This will move the employee to the Inactive Users area. 

  • To reactivate a user, follow these steps:

    1. Hover over your name and select Users from the dropdown menu. 
    2. From the Inactive Users list, find the employee name you wish to reactivate. 
    3. Select Reactivate

    This will move the employee to the Active Users area and restore their previous information. 

  • To resend the email, follow these steps:

    1. Hover over your name and select Users from the dropdown menu. 
    2. From the Active Users list, select the employee name you wish to resend the email. 
    3. Ensure their email is current, and then select Resend Email
  • Changing the account admin cannot be done online to ensure your organization's security. To make this change, call 800-662-1113.

  • This is your inbox message notification email. With the new secure inbox, you will receive email notifications when you receive a message in your inbox. 

  • If you are not receiving your inbox activity emails, they may be blocked by an anti-spam software. Work with your local email or IT administrator to check your email filter settings.

    The email may have also been delivered to your junk folder. If this is the case, you can retrieve the message from your junk folder and add it to your safe sender list so you will receive future activity emails. 

  • Our secure inbox ensures that communications are encrypted to safeguard private and sensitive information such as payment methods and Social Security numbers. Communications made outside of the secure inbox may not be secure or encrypted.

  • After logging in to your account, you can read messages, open/save attachments, reply to messages and attach documents when needed. Messages do not expire, allowing you to review sent and received messages for added convenience.

    1. Format and upload your Excel file outlining the amount deducted from each employee's paycheck per coverage type. For faster processing, use the defined type codes. View example format ►
    2. Review the discrepancies that appear. These errors are based on a comparison of your file and bill.
    3. Provide the reason for each discrepancy using the list of reason codes. 
    4. Submit your reconciled payroll deduction file with the matching payment. 
  • From the Billing page, you can administer your bill using one of two methods available: 

    Upload your Payroll Deduction File

    Upload a properly formatted Excel file and our system compares our data against your information, providing discrepancies in minutes. If you cannot upload a formatted Excel file, you'll receive a discrepancy report from your billing specialist to reconcile your bill. 

    Learn more with this guide

    Reconcile Line by Line

    We provide an online bill outlining what's due. Then, you will make changes that reflect your payroll records.

     

  • Changes are only made once the funds are received and the bill is posted. If the prior month's bill has not been posted, the changes will not reflect on the current bill. Paying your bills on time will assist with this process. If you have concerns, please contact your billing representative for assistance.

  • Yes. You can customize when you receive your bills to meet your needs best. Contact your billing specialist or account manager to make this change.

  • 1. Get started by selecting the Billing page.

    2. Click on the invoice you'd like to pay under the Current Bills tab. 

    3. Click Upload File.

    Note: There is a template available above the "Upload Files" button. This template can be used to speed up the processing time and assist with formatting your file.

  • Here are the instructions and requirements to upload your payroll deduction files: 

    Your file must be in Excel format.

    The Excel file can only have one tab. You must upload your product, reimbursement and annuity files separately. You cannot submit multiple tabs in a worksheet.

    The first three columns are required and must be:

    -Full Social Security number (with or without dashes)

    -Full name: Last name, First name

    -Deduction amount: in numeric form, with or without a dollar sign

    Providing a fourth column with insurance type is NOT required but may provide better results for comparison. If your file has a fourth column but does not match ours, that column will be ignored. 

    View Example File►

    For more reliable and faster reconciliation processing, please use these type codes:

    PRODUCT TYPE CODES:

    ACCID = Accident Insurance

    CANCR = Cancer Insurance

    CRITI = Critical Illness Insurance

    CRITG = Group Critical Illness Insurance

    DISAB = Disability Income Insurance

    SDISB = Short-Term Disability Income Insurance

    LDISB = Long-Term Disability Income Insurance

    ILIFE = Universal Life Insurance provided by Texas Life Insurance Company

    LIFE = Life Insurance

    MED = Hospital Indemnity Insurance and Hospital GAP Plan Insurance

    REIMBURSEMENT TYPE CODES:

    3PR = Individual Premium Reimbursement

    URM = Healthcare Flexible Spending Account

    DDC = Dependent Care Account

    HRA = Health Reimbursement Arrangement

    LPF = Limited Purpose Flexible Spending Account

    EPP = Employer Paid Prescription Plan

    DEBIT = Benefits Debit Card Fee

    ANNUITY TYPE CODES:

    403(b) = 403(b)

    457(b) = 457(b)

  • No. You must only indicate the amount of premium that must be deducted from an employee's paycheck. 

  • For the best experience, it is recommended to use Google Chrome when reconciling your bill. 

  • Your pop-up blocker may be on. Here's how you can edit those settings:

    Google Chrome:

    1. Click on the three-dot icon in the upper right corner of your browser.
    2. Click on Settings.
    3. Select Privacy and Security from the options on the left side. 
    4. Click on Site Settings.
    5. Click on Pop-ups and Redirects.
    6. Select Don't allow sites to send pop-ups or use redirects.

    Microsoft Edge:

    1. Click on the three-dot icon in the upper right corner of your browser.
    2. Click on Settings.
    3. Select Cookies and Site Permissions from the options on the left side.
    4. Scroll down to Pop-ups and Redirects.
    5. Toggle on Block (recommended).
  • Depending on your browser, your file could be saved in different areas.

    Google Chrome:

    1. Click on the three-dot icon in the upper right corner of your browser. 
    2. Select Settings
    3. Select Downloads from the options on the left side. If your organization manages your browser, this will show you where the files are stored on your network.

    Microsoft Edge:

    1. Click on the three-dot icon in the upper right corner of your browser. 
    2. Select Settings
    3. Select Downloads from the options on the left side. If your organization manages your browser, this will show you where the files are stored on your network.
  • You should ensure your browser is up to date. Here's how you can check if you have the most recent version of your browser:

    Google Chrome:

    1. Click on the three-dot icon in the upper right corner of your browser. 
    2. Select Settings.
    3. Select About Chrome from the options on the left side. This will show you if there is an update available.

    Microsoft Edge:

    1. Click on the three-dot icon in the upper right corner of your browser. 
    2. Select Settings
    3. Select About Microsoft Edge from the options on the left side. This will show you if there is an update available. 
  • When submitting your payment, please include your customer and invoice numbers on or with your check. 

    Review example invoice►

    Insurance Product Billing

    American Fidelity
    Attn: Billing Admin
    P.O. Box 268805
    Oklahoma City, OK 73126

    Health Savings Accounts

    American Fidelity
    Attn: HSA Admin
    P.O. Box 258886
    Oklahoma City, OK 73125

    Annuity Billing

    American Fidelity
    Attn: Annuity Services
    P.O. Box 25520
    Oklahoma City, OK 73125

    Flexible Spending Accounts - Education

    American Fidelity
    P.O. Box 219326
    Kansas City, MO 64121

    Flexible Spending Accounts - Public Sector, Automotive, Healthcare

    American Fidelity
    P.O. Box 219309
    Kansas City, MO 64121

    Indiana Flexible Spending Accounts - Education

    American Fidelity
    Attn: First Merchant Bank: Group D
    P.O. Box 7047
    Indianapolis, IN 46207

    Ohio Flexible Spending Accounts - Education

    American Fidelity
    P.O. Box 183074
    Columbus, OH 43218

  • You can now complete these forms online in the new portal! 

    1. Select the Claims page
    2. Scroll or search for the employee you wish to complete the form for
    3. Click Need under the Employer Form column to start the process.
  • Instead of mailing or faxing claim documents on your employees' behalf, you can upload documents through your online account. This enhancement provides a secure, convenient method of submission.

    If this is a submission of a new claim:

    1. Select the Claims page. 
    2. Click the Provide Claim Information button. 
    3. Scroll or search for the employee you wish to upload documentation for.
    4. Select the employee's name and click Submit. Then upload your documentation.

    If this is for an existing claims submission:

    1. Select the Claims page. 
    2. Scroll or search for the employee you wish to check the claim status and click on the employee's name.  
    3. Select Upload Documents for this Claim.

    If your employees set up text or email alerts, they'll receive a confirmation that their claim has been received.

  • To check the status of a disability claim, follow these steps:

    1. On the Claims page, scroll or search for the employee you wish to check the claim status. 
    2. Next, click on the employee's name.  

    You will then be able to view the disability claim activity status, date, and whether any forms are required from either you or the employee.

    For all other claim types, your employees will need to log in to their personal account to view the current status.

  • Third-Party Sick Pay Reporting pertains to the reporting of payments made by a third party, like an insurance company or an employer's disability plan, to an employee who cannot work because of sickness or injury. Since disability benefits are paid directly to employees, American Fidelity is considered a third party payer of sick pay. Because of Internal Revenue Code (IRC) regulations, employers must report benefits paid to employees by third parties on Form W-2 and other payroll forms. To help you fulfill this requirement, we provide Third-Party Sick Pay Reports.

    The Third-Party Sick Pay Reports include all the information you need to report the disability benefits paid to your employees. 

    Step-by-step guide and FAQs►

  • To add an employee, follow these steps:

    1. Visit americanfidelity.com/afenroll
    2. From the Enrollment tab, click on New Employee from the drop-down menu.
    3. Fill in the required fields and select Create Employee.
  • To terminate or remove an employee, follow these steps:

    1. Select the Employees page.
    2. Scroll or search for the employee you wish to remove and click on the employee's name.
    3. Select Change Employee Status and fill out the requested information in the pop-up box.
    4. Select Update Status to finalize.
  • Employees can update their address, beneficiary, or dependent information, provide authorization for information disclosure, and take other actions related to their policy or accounts through their online account or AFmobile.

    Your employees may also access paper forms at americanfidelity.com/forms

  • Life brings about unexpected changes that may occur outside of the annual open enrollment period. In such cases, employees may need to modify their insurance coverage.

    Read about employee changes►

  • To view Third-Party Sick Pay Reports, follow these steps:

    1. Visit the Files page
    2. Select the Location from the drop list. 
    3. Finally, select the Third-Party Sick Pay Reports file folder.
  • To view election forms, follow these steps:

    1. Visit the Files page
    2. Select the Location from the drop list. Below the main folders will be Election Forms
    3. Select the Plan Year, Plan Month and Search by Employee Name
    4. You will receive a Secure Inbox message with the link to download the election form.

    Forms can be viewed, printed or saved for your convenience.

  • To view census reports, follow these steps:

    1. Visit the Files page. 
    2. Select the Location from the drop list.
    3. Finally, select the Additional Documents file folder.

  • To add an employee, follow these steps:

    1. Log in at americanfidelity.com/afenroll
    2. From the Enrollment tab, click on New Employee from the drop-down menu.
    3. Fill in the required fields and select Create Employee.
  • To update coverage, follow these steps:

    1. Log in at americanfidelity.com/afenroll
    2. You will find a list of qualifying life events within the Life Events tab in the employee record. Check the life event that applies.
    3. Click Next. This will open the Enrollment Site
    4. Fill in the requested information and click Next. You will be asked for a password or PIN. 
    5. Click Confirm and Next
    6. Enter the PIN in the text box and select Sign Form to finalize the changes. 
  • To view election forms, follow these steps:

    1. Visit the Files page
    2. Select the Location from the drop list. Below the main folders will be Election Forms
    3. Select the Plan Year and Search by Employee Name

    Forms can be viewed, printed or saved for your convenience.

  • After making their benefits selections, employees must confirm their choices by entering their PIN. Their PIN consists of the last four digits of their Social Security number and the last two digits of their birth year.

    The employee must sign and submit the election form to ensure that their selected benefits are processed. All benefits will be labeled as either waived or enrolled. If there are any pending benefits, the employee will need to go back and waive them before proceeding to the next step, where they will enter their PIN on the election form.

    Once the employee has entered their PIN and signed the form, they will see a confirmation screen and receive an email confirmation of their selections.

  • AFenroll uses 256-bit encryption and Transport Layer Security (TLS) for personal information transmitted over the internet. Each user is provided with a unique ID and password to access the system. All backups of the system are encrypted before they are transmitted offsite.

    Data is stored and managed on secure systems. Access to systems is restricted to a limited number of authorized personnel. Physical access is also controlled by proximity readers and escorted access. Security updates are applied regularly based on the level of criticality and applicability.

  • Your employee likely answered ‘yes’ on one of the preliminary questions on the FSA page regarding Health Savings Accounts (HSAs). HSAs are only for employees participating in a Qualified High-Deductible Health Plan (HDHP).

    If your employee or their spouse has this type of medical plan, and they contribute to an HSA, then your employee does not qualify for an FSA. If your employee has participated in the FSA previously, this is not the same as an HSA, and they will need to answer ‘no’ to the questions about HSAs. If they answered ‘yes’ already, they can change their answer to ‘no.’

  • American Fidelity provides an extensive video library with benefits education, tutorials, and customer stories.

    View the Video Library

  • We offer a helpful tool that enables employees to estimate their potential tax savings.

    View the Section 125 Savings Calculator

  • Your employees can estimate their medical expenses using our worksheet.

    View the Spending Account Worksheet

  • Our website features numerous videos and blog posts that answer common inquiries regarding the claims process.

    View tutorial videos

    Browse Good Forms 101 Articles 

Need more assistance?

Contact your account team through your new employer portal secure inbox! 

MKTG-642-0124