AFmobile Reviews

The earlier versions of AFmobile were great. In no time I could submit a reimbursement request and View the status of my accounts. For the last two months, without exception, I have been unable to submit a single claim. I get an error message EVERY time, no matter when I attempt it. Sometimes it won’t even get to the error message, but gets hung up on the four bars bouncing up and down, frustratingly and impotently. I reported this to a rep during July, when signing up for my elections this year. His response is that there was a new and better app about to be launched. I’ve gone beyond frustrated to somewhat furious and ready to seek another entity to address my section 125 reimbursement needs.

The older version of AFmobile , up until the big systems change in the Spring of ‘18, worked fantastically well for quick and easy submission of HSA claims. The new version is 10 steps backward. It is SLOW - I mean, walk away and leave your phone to load the api / database slow, then come back to it later - but that’s not my primary concern. The backend that underpins AFmobile and the web page is buggy. It deleted both of my dependents during the switch over; I added them both back in per customer service, but although both kids appear as dependents under my profile, one (the one who has the most claims, of course) will not appear in the drop-down menu to submit a claim. Customer service has deleted her and readded her and still no luck. They have no idea why it doesn’t work correctly. Not feeling the new direction AT ALL.

I’ve used AFmobile for years, and it was all fairly smooth sailing until this latest update. As in other reviews, I agree that it is slow. Crazy slow. And confusing. Why are there two places to submit a claim? What’s the difference between submitting a claim and submitting a reimbursement when you end up at the same page? My kids were also dropped from the claimant list, but since that’s not a *required field, I assume it’s not important,... but you’d think it is. And since many charges with the debit card require further verification, I need to rely on AFmobile to submit documentation. My guess is that American Fidelity chose another app developer for whatever reason and broke something that didn’t need fixing.

I have never liked the AFA app since they rolled it out years ago. There was a point in time when it worked okay. That time is over.

Now It automatically populates the service end date with the service beginning date and won’t allow you to change it to reflect the end date on the invoice. You can’t type in the date yourself and the pop up calendar closes every time you want to scroll ahead or behind one month.

Then, I couldn’t find the option to photograph the invoice within AFmobile . Apparently, you have to have taken the pic prior to getting into AFmobile so you can just upload it. At that point I almost threw my phone across the room because it was so irritating. I had to go and download a paper claim form and will be faxing it. I knew AFmobile was junk and should have saved myself the aggravation and just filed the claim the old fashioned way to start with.

When submitting a dependent care reimbursement claim, it provides the option to attach documentation later. Even when documentation is included, they send a confirmation receipt that says if additional documentation is needed, they will contact you. This is opposite of their policy to deny any daycare/ dependent care claim that is missing anything immediately and have you resubmit a claim.

Separately, when uploading forms, it makes no mention of what formats can be used. When submitting a word document from my provider with all the required information, it uploaded with no errors or warnings. The claim processor denied my claim because as I learned, their software cannot open a word document.

This was true of claims submitted both on AFmobile and in their website.

I use AFmobile to submit documents for my disability claim. Previously I could load pics to the gallery and then select pics in the gallery to submit. Now there is no way to submit from the gallery. Okay... so I go to the additional documentation place... upload a couple pics of my documents... make sure I haven’t gone over the maximum size... then submit. Then, to my surprise, only one submitted... and it wasn’t even the first one. So I decide to edit and add number each... and upload/submit one at a time. One submitted fine... couldn’t get the others to submit. Checked AFmobile Store to see if maybe I had missed an update or something. Nope... up to date. So maybe one of the previous updates really screwed up the submitting documents option... which is really the only thing I use (used) AFmobile for. I hope it’ll be fixed soon... tho I started having this issue months ago, so I’m not holding my breath. 😔

I love everything about it’s very simple and easy but the only thing that’s confusing like what I had today. I picked wellness figuring that’s gonna be in a category of sickness when I went to the ER and they did bloodwork but then when it comes out at the end of review, it’s saying it was an accident and it wasn’t an accident but if I go under I think it was accident and it was telling me that I went to my provider, but I didn’t go to my provider so it makes it look like I’m filing under the wrong category I just picked the best fit otherwise I really like it. It’s simple as it can be.

The process was very easy to file a claim. The layout of the mobile app was so easy to follow. AFmobile guides you through each step and is not a long drawn out process. I honestly thought that in order to file my sons accident claim it would be a long process. I would recommend using the mobile app before sending a paper form. I just submitted my claim, I have not spoken to anyone yet about the claim. I will update my review once I receive a call and once a payment has been made. But for now I am very satisfied with how easy it was to file the claim!

I first tried to file my benefit claim on AFmobile , but it was too difficult for me. When trying to enter the “provider’s name, address, etc,” the small rectangular information box “jumps around” and my finger isn’t able to enter that information. It takes several tries. I would give the “app experience l” a 3.
By phone, with Keeta’s good help, I was able to see where my mistake had been. I hadn’t scrolled down far enough to see the “next” box. I would give my experience with Keeta, a 5+. She is a valuable asset.

I thank myself everyday for signing up with American Fidelity and for the representative who helped and answered all my questions. For a year and a 3yrs, I feel I have been generously taken care of( Lukimia treatments are not easy) as I sent my claims in and saw I was taken care of I thank you. Yo all the representatives hats off your Understanding and listening to my personal needs and sometimes just to vent with someone other than family was amazing.🙏 Thanks, American Fidelity ❤️for taking care of my financial situation. Blessings

I definitely want to take the time to compliment American Fidelity. I have been a customer for a few years and I have always been happy with every interaction I have had with your company. Filing on line claims is extremely easy. Furthermore, I have made mistakes on my end. I have submitted incorrect documents; I have submitted things twice; in short, I have been human and messed up. What I want to thank you the most for us this: not once have I ever received a rude response from ANYONE at your business. Maybe that sounds trivial. Let me tell you it is not. The current pressure that every person is under right now is outrageous. It is easy to become irritated when people make errors that create extra correspondence and more work. Thank you for your endless patience with my mistakes. Thank you for reserving judgement. Thank you for everything you do. Thank you for being essential employees.

This has been the most difficult time of my life. Dealing with my long haulers covid symptoms has been a nightmare as well as dealing with a medical profession that has no clue how to help. I wouldn’t be this same if I had issue a with American Fidelity- my means to pay my bills and survive financially. Every time I’ve called I’ve been treated with such respect, care and concern. I can’t thank all your representatives enough for making this process as easy as it has been. I’m on mend - slowly but I see light at the end of the tunnel and I can’t wait to get back to work.

Thank you again,
Elva

Been a member for a while , no feed back no email . Always had good service . I understand working from home . However when I needed my services I was left high an dry with not a single person fro your company reaching out .. we’re considered essential workers for a job we’re putting our life at risk I had to get multiple surgeries provide multiple stuff just to find out I was declined because of unclear copy some could’ve easily reached out or blew up the picture on their computer..

I have all good things to say about the fidelity App and co. I have been able to use app without any problems. So easy to log in and check updates. I receive text and email notifications when it’s processed. That is very convenient. Very friendly staff when I need to call. Always come away with easy and good results. Especially during my time of need. Fidelity has never failed me. Love that I selected this ins 20+ years ago. Especially now that I’m sick and and out of work.

My experience with American Fidelity’s claim process has been amazing! Everyone I have spoken with when needing assistance has been a true pleasure. Sending my additional documentation through AFmobile has been so see easy to do.
Response time is exceptional!

Thank you for all you have done in making this process so easy to complete! It has been so very helpful to have one less thing to worry about while getting my cancer treatments! It is very much appreciated!

Still love being able to do the claims on my phone!! However, Have been frustrated within the last two weeks. Have been catching up on getting our accident claims filed; app isn’t as easy to use as it has been previously just because at times, it takes you back to the first page and you Have to put the info in more than once to get it to stick. Also sometimes have to click on the download image repeatedly sometimes to get it to work.

While I know over the years, you all have attempted to make the explanations for each individual claim more personalized and understandable, if we select the wrong thing, you automatically deny it instead of correcting it and moving it forward. I feel that it would be in your customers best interest if you were more helpful and would make the corrections and push it forward. Thank you for listening to my review.

I am very thankful for American Fidelity Representatives that come out to our schools to assist us and provide us with information that at times we don’t know about or understand. They are always very thorough and explain why and what coverages you need and or they help you to understand if you are entitled to things you were not aware of or know and what to do to receive them . They also follow through with whether to add something or drop it and never try to get you to add something if you don’t want it. The turn around times on their claims filed to them are very fast and I am just thankful to be with them.

I really appreciate the mobile claim options. That said, I do find some of the mobile site to be “glitchy” such as the calendar on the “date of accident” and the fillable spaces kept wanting to revert to other boxes for some reason. I had to really work to get the cursor to go where I wanted it. Overall, I gave it five stars because it is just so convenient to upload items on the go.

I called American Fidelity, a company with whom I’ve always had the best relationships with, for 2 straight weeks- they’ve had my physician’s part of the claim for 3 weeks— asking what was taking so long and did I need to do something?? I have never had an American Fidelity claim take so long!!
One young lady told me that she was positive I did not have to fill out any paperwork of my own because I had filled it out over one year.
No one would tell me anything and seeing that I am solely financially responsible for bills and letting my boys know what they’ll have to pitch in with— tomorrow is RENT DAY and I am panicking!!
I asked to speak to an adjuster today. I had to fill out the whole packet and contrary to what I’ve ever been told by any older American Fidelity representative— I must sent them proof that I have filed for Disability.
Now, one of my key questions is: Where have all of the Call Representatives over the age of 35 gone?? They were dedicated to helping you and giving you the correct information. All I have spoken with are young ladies who want to keep their call numbers up. Move on to the next call.
I actually asked one young lady that if I hadn’t kept calling how long does it usually take for them to reach out? The reply was 6 months.
It wasn’t so in the past.
Where have all the seasoned people gone?