Aflac 2012 Annual Report Download - page 22

AFLAC’S DISTRIBUTION NETWORK: REACHING MORE PEOPLE, SHARING OUR PROMISE
We continually explore opportunities to expand our distribution presence, while taking into account the needs of various
customer-demographic segments. At the end of 2012, our unique distribution network was made up of more than 76,400
licensed sales associates and brokers who sell our products.
Beyond expanding the size and capabilities of our traditional sales force, we remain excited about establishing and
developing relationships with insurance brokers that typically handle the larger-case market. We anticipate that the
appeal of our group products will continue to enhance our opportunities to connect with larger businesses and their
employees. We’ve established a strong brand that’s top-of-mind with consumers, along with a reputation for paying
claims fairly and promptly. We believe Aflac’s trusted market-leading brand position serves to broaden the appeal of
our products to consumers throughout the United States.
In 2012, we continued to develop our national insurance broker initiative that specifically targets the large national brokers
and enrollment firms in the U.S. To ensure our products and services resonate with brokers in this category, we developed
sales and marketing strategies that brokers can use to complement and enhance the marketing methods they use to sell
to their customers. This initiative is not only beneficial to our broker channel, but it also helps our traditional sales channels
because each distribution avenue receives focus and attention, which opens up doors for future growth potential.
As consumers’ preferences change with respect to how and where they want to buy voluntary insurance, we will enhance
our distribution opportunities to maintain our leadership position. As we consider new avenues, we will closely look to
consumers to identify the most efficient and effective ways to fulfill consumer needs. We will also continue to evaluate
the propositions for risk and reward, cost, and economies of scale.
Additionally, we continue to evaluate other opportunities as they relate to changes to the current healthcare environment,
specifically resulting from the Patient Protection and Affordable Care Act (PPACA). Given the importance of the PPACA,
we believe 2013 will be a year of uncertainty and transition for employers and workers, and we do expect the changing
healthcare environment to have an impact on how people choose to purchase insurance going forward. As such, we are
looking at ways that we can effectively operate within the environment of state and federal health care delivery systems.
One thing we know from our nearly four decades in Japan is that even with a national healthcare system, consumers still
bear significant out-of-pocket expenses, making our products very relevant to consumers. We believe a more uniform
healthcare system in the United States actually presents Aflac with opportunities as consumers become better aware of
the financial protection Aflac products help provide. With our strong brand, we believe we can be there to protect those
we insure against income and asset loss when a health event causes financial challenges.
Aflac Group Insurance employees make it a daily
priority to deliver on our promise by providing
policyholders with quality customer service.
Linda Green
, Aflac Group Customer Service
Specialist II, helps to train new employees on the
Aflac Group bilingual team, a group of employees
who specifically cater to the needs of our Spanish-
speaking consumers. About her commitment to
delivering the Aflac promise she says, “We as
customer service representatives commit to the
Aflac Way. I live by the seven commitments daily,
personally and professionally. I speak to several
customers daily and I feel that they have become my
extended family. There is nothing more rewarding to
know that I make a difference in someone’s life.”
20 AFLAC INCORPORATED 2012 YEAR IN REVIEW
20 AFLAC INCORPORATED 2012 YEAR IN REVIEW