Aflac 2015 Annual Report Download - page 31

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Aflac Incorporated Year in Review 2015 | 29
With that in mind, the Aflac Duck was very
busy in 2015, acknowledging in a series
of commercials that while he may not be
the world’s best hair stylist or magician,
he is definitely an expert at paying claims
fast. This campaign was designed to
demonstrate Aflac’s mission to pay claims
quickly – more quickly than ever, in fact –
so that our policyholders can remain
focused on recovering from an injury or
illness rather than financial burden.
To further drive home our desire to pay
claims fast, in February 2015, we marked a
new chapter in Aflac’s story with the intro-
duction of One Day Pay, an industry-first
initiative that allows us to process, approve
and pay eligible claims in just one day. We
estimate that 70% of our policyholders can
use One Day Pay for their claims, and in
2015, we did not miss our One Day Pay
commitment for a single claim that met the
One Day Pay criteria. In fact, we paid 1.2
million of them in total! We will continue
to pursue initiatives designed to “own the
customer experience” and further enhance
customer satisfaction.
Our customers have told us that they’re
more satisfied when they use One Day
Pay, and 96% of our policyholders that
have used SmartClaim, our online claims
submission tool used with One Day Pay,
are likely to recommend Aflac to other
people. We believe that One Day Pay will
continue to enhance our strong brand,
shape our story, and set Aflac apart.
Further highlighting our commitment to
delivering on our promise and owning
our customer experience, we are proud
that in January 2016, Aflac’s contact
centers were recognized by J.D. Power
for providing “an outstanding customer
service experience.” This recognition is
based on successful completion of an
audit and exceeding a customer satis-
faction benchmark.
AFLAC U.S. – KEY OPERATIONAL METRICS
POLICIES AND
CERTIFICATES
IN FORCE*
ANNUALIZED
PREMIUMS
IN FORCE**
TOTAL NEW
ANNUALIZED
PREMIUM**
MONTHLY
AVERAGE
PRODUCERS
2015 12,498 $5,760 $1,487 40,092
2014 12,407 5,668 1,433 40,476
2013 12,310 5,570 1,424 41,505
2012 12,232 5,451 1,488 44,398
2011 11,732 5,188 1,476 45,188
2010 11,436 4,973 1,382 45,113
2009 11,688 4,956 1,453 48,292
2008 11,437 4,789 1,551 48,402
2007 11,116 4,510 1,558 46,818
2006 10,519 4,101 1,423 44,482
* In thousands
** In millions
The Aflac Duck closed 2015 and rang in
a magical new year with his “Magician”
television commercial, which debuted
on New Year’s Eve. In this enchanted
commercial, the Aflac Duck demonstrated
that there’s no trick to getting paid quickly,
thanks to Aflac’s One Day Pay initiative.