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Aetna

Customer Service Ratings and Comments

Aetna is ranked #173 out of the 233 companies that have a CustomerServiceScoreboard.com rating with an overall score of 28.39 out of a possible 200. This score rates Aetna customer service and customer support as Terrible.

NEGATIVE Comments

57 Negative Comments out of 59 Total Comments is 96.61%.

POSITIVE Comments

2 Positive Comments out of 59 Total Comments is 3.39%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Terrible Overall Customer Service Rating
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  • i tried to get health insurance today . oh my god it was the worst customer service i ever dealed with

    Anonymous 3/9/10 6:44AM

  • I am a physician and I understand health care better than most.
    Aetna is guilty of criminal negligence and fraud in the representation of benefits. The phone help personnel are ill-informed and not helpful - and what's even worse, rude to boot.
    I plan to speak personally with my State Attorney General about the gross violation of consumer rights with this company. Aetna is a total joke and a disgrace.

    aspenracer 3/8/10 11:13PM

  • I work for a hospital in Colorado working on insurance denials-I fight the insurance companies when they refuse to pay a claim. I can honestly tell you that you are all correct, Aetna does have THE WORST Customer Service EVER. They are denying everything and if you even ask them to look at it, that's your appeal.
    You have more rights!! In Colorado and some other states you can file a request for an Independent External Review. Look at your state laws, also file a complaint with your state Insurance Commission.
    Aetna will send a bogus letter telling you you didn't send it to the right address, it isn't reviewable, ect. Don't believe it.
    The address to send a request for Indep. External Review is
    PRT Bismark Service Center 1800 E Interstate Ave Bismark ND 58501

    Anonymous 3/4/10 12:42PM

  • The WORST mail order I have ever dealt with!! Worst company I have ever dealt with! I pray we change soon!!

    Anonymous 2/20/10 4:02PM

  • Seriously, I have had nothing but problems with this company and of course they have NO PROBLEM increasing my rates 70% in one year when I have gone to one doctor for a standard visit with a $30 copay.
    Needless to say their customer service pretty much sucks. I have often spoken to the same person who loves to tell me that they cannot help me.
    The strange thing is it is extremely difficult to pay your bill.
    The standard 800 number does not understand "I want to pay my bill" and their new bill pay number is only open from 8-5 how is that helpful??
    Seriously, there has to be a better way!

    Anonymous 2/17/10 11:05PM

  • Three phone calls, 2 disconnects or being left on hold for over 5 minutes. This is standard fare at Aetna.
    They also deny coverage for things that are clearly covered in my contract book.

    What is the matter with this company?

    SteveEcon 2/11/10 4:17PM

  • This company has a million different customer service departments! All I want to do is talk with someone about my account. I have been transferred 4 times (and counting)!

    skittles 2/10/10 8:42AM

  • We have been told different, conflicting information each time we call. We have called 5 times in the last week! Their e-mail service is a joke! Regardless of what you say, they send an automated message back. If the service does not improve, we will be switch back to our other provider next year.

    Anonymous 2/9/10 11:16AM

  • THE WORST! I spend 15 minutes filling all the info online to ask a specific question and thy answer with an encrypted message. What a joke! Their message DOES NOT answer my email!

    Anonymous 1/27/10 5:23PM

  • I severely needed to see a doctor when i was injured. On the website it says customer service is open 24/7 but when I call the number printed on my insurance card choosing ANY of the options is says our offices are closed and hangs up. Wow. I pay a premium and can't even find out what doctor I should go to. I'm really disappointed in the level of service.

    brittany1922 1/23/10 1:07PM

  • Unbelievable!!!! Never seen that poor customer service!!!

    Anonymous 1/19/10 8:40AM

  • I think they only have one rep working the phones. How long can they keep someone on hold! What a joke. Why would I want to wait so long for a rude SOB!!!!

    i love aetna 1/12/10 4:45PM

  • This company is complete crap...the CSR's are stupid but treat you like you are even more stupid. I have been trying to get a claim fixed for weeks, everyone I talk to admits that they are wrong and tell me they will fix it but nothing ever happens.

    Unfortunatley I have to use AETNA because my company does so I have no choice but to put up with it.

    Anonymous 1/7/10 10:05AM

  • Aetna...what a joke. I have been trying to get information and help regarding my benefits but, no answer, the rudeness of the csr is unbelievable. You give the same damn info to 5-6 people and then when the rep. that answers get on the phone you still have to give the same info again. Why? Then with the long waiting period just for someone to answer the call then to get on the phone and get an attitude as if you are asking for someone elses info and not your own is crazy They need to organize this a little better to accomadate the needs of their customers. Come on Aetna you are getting MILLIONS and giving out Service as if this was a free organization. WTH

    I pay...you dont produce 1/4/10 1:42PM

  • I work for speciality providers and the other day I called Aetna for claims status. I noticed that the person I talked to had a Asian accent, very thick accent. His name was Noel, Asian name, right?
    He was very polite and apologetic for keeping me on line for so long. At the end of the call, I asked him where he was and he told me in the Phillipines. Now why does Aetna have the calls being taken in Phillipines and not the good old USA. These peoplehave no clue on answering questions because all they are trained to do is read the screen in front of them. Well I can do that to on their website or the eobs. Now I know it will take me longer to get any answers from Aetna. Why are these jobs outside of the USA instead of staying here? That is great for our economy!!!!!!!!!!
    Iowa

    Anonymous 12/30/09 5:32PM

  • Aetna is the worst insurance company everrrrrr. Today I tried paying by bill via telephone and had to talk to customer service. This rep's name is ANN ID#137024 and boy is she a rude, stupid, unprofessional, less desirable individual. Her and I got into it on the phone and she tried to talk over me but failed. I gave her piece of my mind and it was not pleasant. Told her if we do not buy insurance from crappy Aetna then she would would be part of America's skid row. As for the person posting on here by the name of CSR shame on you because YOU DO NOT KNOW WHAT CUSTOMER SERVICE IS. How dare you try and defend such a poopie company as Aetna. If you have to tell members a million times requested information then that is part of your freaking JOB. Be glad that you have a one or you would be eating out the garbage or standing in line for food stamps. These customer service professionals (ha!ha this is a joke) at Aetna refuse to let the member speak to a supervisor. Miss Ann give me her ID # yes but refuse to transfer my call to her supervisor. Where in the world can you do such injustice to the people that put the food on your table and get away with it? I was told that a supervisor will be calling me today however at this time yours truly is not holding her breath. I will surely cancel my insurance with Aetna for the new year. With all the negative postings on here we as member cannot be wrong. Go fly a kite on the freeway or interstate Atena. YOU ALL SUCK big stinking time.

    mjones 12/16/09 12:11PM

  • POOR - I WORK AT A NURSING HOME, AND EACH TIME WE TRY TO TALK TO SOMEONE REGARDING BENEFITS FOR A PATIENT OF OURS THAT HAS AETNA, WE ARE UNABLE TO REACH THE NURSE REVIEWER WITH AETNA PATIENT MANAGEMENT; THEN WE GET THE PHONE RUN-AROUND WHEN TRYING TO GET SOMEONE ELSE TO ANSWER QUESTIONS; YOU GIVE YOUR TAX ID AND THE PATIENT INFO TO 4 OR 5 PEOPLE, ARE PUT ON HOLD FOR LONG PERIODS, AND STILL CANNOT GET THE INFORMATION NEEDED TO PROPERLY CARE FOR THE PATIENT; IT MAKES IT REALLY HARD TO EXPLAIN TO THE PATIENT AND THEIR FAMILIES, DURING WHAT IS USUALLY A VERY STRESSFUL TIME IN THEIR LIVES - SPECIFICALLY AETNA CASE MANAGER BUNNY ARLENE O'BRIEN

    Becky in Texas 12/14/09 11:11AM

  • My previous experience with Aetna was positive. Then I went on Medicare and chose Coventry's Medicare PPO, an excellent plan. However, Coventry is now pulling out of Arizona, so I'm switching to Aetna's Medicare HMO plan for 2010. Signing up for Aetna's "Navigator" access through the internet, they are asking me to agree to file any legal issues in Pennsylvania, 2000+ miles away. Although I have never filed any legal issues in 60+ years, I consider this a very unreasonable request, so I canceled signing up for Navigator and will stick to dealing with them by phone, that way I don't have to agree with filing only in PA.

    Anonymous 12/5/09 3:52PM

  • I call (wait = 25 for someone on the phone), customer service rep says "that they fax a copy of the statement," that was a week ago ... poor.

    Anonymous 11/30/09 12:45PM

  • On hold with Aetna billing because their bill has not arrived yet but is due tomorrow! I was on hold for 15 minutes and then without talking to anybody got suddenly disconnected! So I tried 1 more time and the same thing happened. Now I'm talking to a real person but I don't think it's her department (billing). How frustrating!

    Anonymous 11/30/09 9:09AM

  • Terrible....I have been trying to cancel my policy for weeks getting run around after run around on the phone once I finally got through only to be switched to this person to that person and no cancelation. But how convienient that after weeks of waiting, you draft a payment. This is nothing short of dishonest. I'm getting that money back!

    rev 11/30/09 7:28AM

  • When I call your office, I want to speak to a representative for unique claim issues but can't get through. It takes forever and I am very very frustrated! I don't have all day to sit on the phone with a computerized person. Please do something about this!!
    Thank You.

    Anonymous 11/25/09 3:26PM

  • I had a horrible customer sevice experience with Aetna. It started with their website showing only myself as being covered when i have family coverage that includes my husband and son. I started out calmy explaing that their must be an issue with the website since less that 2 weeks prior all members were present and accounted for when i logged. She quickly placed blame on my employers member benefits department and anybody else she pull out of her ass. Long story short the rep talked me as if I was bothering her and as if helping resolve my issue is not apart of her job. As if their was no way their could have been issue with their internal systems. As if we havent read just within the last year alone of major corporations being hacked into and information being stolen and/or altered. I guess their reps are only capable of reading the script in front of them and not a paper.

    Is this what my hard earned dollars are paying for? Is this what others will be mandated to deal with? The rep was absolutely rude. She acted as if there isnt a recession with lossing their jobs or been out of job months on end. At the very least should be grateful for a job.

    Just another example of why true and real health care reform is needed. Despite the fact that i hate paying taxes like the next person, I will say the IRS has great customer service.

    May God have mercy on us and somehow deliver us single payer!

    AetnaSucks 11/20/09 6:08PM

  • I am presently on the phone with customer service it is a joke. Waiting to talk to my third person and have gotten no where in 20 minutes.

    Anonymous 11/18/09 11:06AM

  • Terrible customer service employee. Now I know what miserable people who want to die sound like over the phone. I was told by the hospital to call to correct a bill. The bill ended up already correct, which I couldn't have possibly figured out on my own, but was treated as if I was supposed to. I hung up because I was getting angry. Misery loves company. Next time I'll know to write an email.

    JHawk 11/17/09 10:33AM

  • Just wanted to pay my bill over the phone. Even this they cannot work out. Apparently their credit card processing was down (20 minutes). Said they would call back to confirm payment. Still waiting. Then I called back and got someone who can barely understand english. She told me to call back monday. I asked to speak to a supervisor and got music for a half hour until they shut the phones down at 5:00pm. Great Service!!!

    disenchanted 11/13/09 3:03PM

  • Our company recently switched from Humana to Aetna after were merged with a new firm. With Humana, I never had a problem with a claim in 6 years. With Aetna, I have nothing but issues and their customer service is awful!!! I get a bill every time I go to the doctor. With Humana, I paid my co-pay and never had to deal with anything else. I am so upset that we switched and I am so sick of dealing with Aetna!

    Anonymous 11/11/09 9:28AM

  • Aetna's CEO Made 24 Miliion in 2008 as reported to the SEC in document DEF 14A
    which can bee seen here www.sec.gov

    Aetna's Symbol is AET.

    The CEO made 60 times More Money then the President of the United States which makes only 400,000 per year.
    Warren Buffett President of Billion dollar company Berkshire Hathaway only made 200K
    last year.

    Is there something wrong with this picture?

    One wonders why a system in which the CEO makes 24 Million per year yet cuts all of the phones for customer service OFF at 5PM daily.

    Virginia Fed 10/19/09 11:36AM

  • Aetna Home delivery is the WORST I have seen,as a Diabetic I have used MEDCO, BAXTER, PFIZER and Blue Cross in earlier years BEFORE using Aetna.

    I order 3 month Prescriptions and Aetna screws up these orders every 90 days. First I live in a rural area, I have 2 addresses both a street address and a PO BOX. Aetna has difficulty with this concept. We all are supposed to only have 1 address according to them. My employer requires me to have 2 because I am in Federal Law Enforcement.

    Aetna has a problem with their Pre-Ordering service. My Dr faxes Prescriptions directly to Aetna ; but Aetna claims they do not get them. Meaning I have to follow up by making telephone calls for every order of Insulin I request and I must make follow up calls to the follow up calls to make sure my orders get to my house every 90 days.

    For each order I must make 4-5 calls to Aetna
    for 1 prescription. Something is NOT right when a client is required to take 10 minutes out of each day to make sure Aetna does it job correctly. This is the way it has been for the past 2 years. I will be glad when open enrollment comes around to see if there is a different providor I can use other then Aetna. It is my sincere belief that Aetna does this INTENTIONALLY to delay care & drugs to those who need them. If they do this to me as an outpatient , what service level will I receive as an IN patient in a hospital session? Doesn't make me too confident at all...

    Virginia Fed 10/19/09 11:00AM

  • They charged $600 a month for a couple who are healthy and have no ailments.

    Will not cover routine medical tests ordered by the Physician.

    Their claim: " Pre-existing condition"

    What pre-existing condition? We don't have any disease!!!

    Cheapos trying to rip us off!!!


    Faetna 10/7/09 4:59PM

  • My family has been covered my Aetna for three years. We have not had any issues with Aetna and what our plan covers until recently. Since August Aetna has "not received" three referrals from my PCP and indicates that the doctor's office doesn't know how to file a referral. Interesting that up until this time everything has been done correctly. I have verified with my PCP that the referrals are being submitted according to Aetna's procedure. I believe that Aetna is not logging these referrals trying to avoid payment. I have spent a total of five hours trying to straighten this out and it still isn't. Customer services standard response is "We don't have a referral on file. Contact your PCP." Not helpful.

    annoyed 9/22/09 3:05PM

  • I too have had two terrible experiances with Aetnas customer service. Once for myself and yesterday for my son. You can have the same service done, months apart, and aetna will pay for the first one and than deny the second one. When questioned as to why the second is not paid they threaton you with saying the first one should not have been paid and you're fearful they will charge you for that instead of helping you correct the problem. This was the response I got for my blood test from online customer support and the same yesterday about my sons doctor visit. If their billing dept is that inept maybe that should be addressed instead of threatening their paying customers. Their reps are very condescending and utterly rude. I will be writing a letter with all names, emails and complete details to the Illinois Department of Insurance.

    Anonymous 9/21/09 6:59AM

  • How long does it or should it take for an Aetna CSR to call back if they can't answer your question on the first call? A billing question? I was told they won't even talk to members about billing questions that they only talk to the employer. Well if my wife is let go from her job and they are saying "oh we paid the bill" and Aetna i denying coverage for non-payment what can we do?

    j87 9/18/09 8:06AM

  • The post below me is absolutely right. I work from 9-5, so I can't pay my bill while I'm at work. They shut down their lines at 5pm. Impossible to pay bills. I hate Aetna. AVOID AETNA AT ALL COSTS!!! TERRIBLE CUSTOMER SERVICE DECISIONS...HOW DO YOU EXPECT US TO PAY OUR BILLS IF YOU DON'T ALLOW US TO TALK TO YOU/PAY ONLINE???

    AetnAisTerrible 9/17/09 4:00PM

  • I used an "in network" pediatric specialist for my son. Doc's clinic is at local children's hospt. Doc ordered series of serious tests to be done at the children's hospital for safety... Aetna won't pay because the children's hospt is "out of network". Was told I should have used the Med Center...Uh, okay. They won't run these specialized pediatric tests there... Then told I could have used another doctor..(the only other pediatric specialist in my state)..uh, well, that doc is in the same practice with the guy I already used...who was "in the network" too. What the heck should we do? Just hope our kids don't need specialists? Aetna will pay for a diffent son to see a doc "in network" at a clinic at the children's hospital, I'm supposed to drive across town to another hospt. or independent lab to have his blood drawn every month...Are they serious? This is a good standard of care? Where's an attorney when you need one?

    boxturtle 9/17/09 1:18PM

  • The worst. Just try to pay an Aetna bill after their east coast business hours. It's impossible. An insurance company whose CEO earns $18 million annually should be able to pay for 24 hour, LIVE customer service. After all, they want us to pay our bills, right?

    sweeney 9/14/09 7:12PM

  • I never used my insurance accept once to go the a general doctor for a routing check up. Soon as I did, Aetna sends me a letter upping my rates. I figure no big deal. I go another year and then figure it is time for a routing cleaning at my dentist. Same thing happens. A week later I get a letter stating my rates will increase again. Basically, if you ever use the insurance, they will raise the rates.

    Because of this, I call to cancel my insurance with them. They confirm it was terminated but that didn't stop them from continuing to bill my credit card.

    Be sure to check your bank statement if you canceled Aetna as they seem to just go on charging as if you didn't cancel.

    Horrible experience. I'll never use them again!

    Anonymous 9/9/09 6:44AM

  • I am 51 years old.
    Aetna denied coverage for about $189 blood draw to check my cholesterol.
    They deemed it experimental.
    I had a limited time to appeal and it ran out before I did.
    they submitted this bill to a collection agency.
    They submitted it to a credit rating service.
    I have nothing on my credit score at 51, other than this aetna bill.
    that the lab mis coded and aetna held me responsible for.
    I have nothing on my credit rating other than Etna.
    for $189 bill.
    peanuts.

    but they dinged my credit report.

    akasha2458 8/19/09 8:32PM

  • Aetna has a serious customer service issue. They began their RX Home Delivery service which has so many pitfalls it is hard to begin. The connectivity between their website and their call-in is ridiculous and their is little understanding that, to the consumer of their products - healthcare, we do not know the difference between the Aetna insurance, the RX home delivery (which has two different customer service units depending on the type of drug - which may be transparent to the AEtna staff, but not to us consumers!)

    Momof4 8/7/09 2:47PM

  • I'm not sure what's wrong with Aetna. The customer service was so rude when i asked them about my cobra status

    Anonymous 7/24/09 11:38AM

  • MrK - i'm surprised you were able to get an employee# from M-I-K-E! I just disconnected an unpleasant call with one of their reps also; I asked for her last name which she would not give to me. I then asked for her employee# or ref#, and she replied only "No".

    While the medical field remains strong during this recession, it's pretty amazing how people still find the nerve and stupidity to treat customers that way. Suffice it to say, I will be submitting my complaint to Aetna...in triplicate!

    Irked76 7/2/09 8:19AM

  • I called customer service in Middletown only to speak with a "Mike" that was rude and sarcastic. When I politely requested to speak with a supervisor- he refused. I spent 17 minutes on the phone with this rep trying to answer all his questions just trying to get to his supervisor. He refused repetively.
    When I asked his name he snapped back at me to get a pen... then was sarcastic about if I had my pen ready... finally he said "Mike M-I-K-E Mike and my employee # is A243977..." and then he hung up on me. I'm guessing your "Mike" is disgruntled and trying to get himself fired to collect unemployment.
    Insurance is expensive, I'm a consumer, and I'm going to tell everyone about "Mike."

    MrK 6/30/09 4:43PM

  • aetna sucks, terrible service all the way around!!!!!!!!!!!!

    drjim 5/17/09 1:58PM

  • I wasted two afternoons looking for laboratories that AETNA customer service directed me to. The first one, after spending 30 minutes driving around several small building compounds, calling ATNEA customer service twice, trying to find parking, and waiting 10 minutes at the desk to check in, was a specific lab which only does pathology on tumors. The next day, I called to advise customer service of their mistake and I was sent to another lab. It was far from my home and I was not feeling well(the reason for the blood test being required). The lab was supposed to be within a large complex of buildings. I spent almost 90 minutes walking to every building trying to find the lab. I went into several businesses and the could not direct me, because they were unaware of any labs in the complexes.I called customer service twice to confirm the address and they assured me that I was at the correct location. NOT! The lab had moved almost 1 and 1/2 years prior. I would like to know how AETNA is going to compensate me for my time, my gas, and for not having my blood test results ready for my doctor's appointment. I am very angry and frustrated with AETNA's lack of knowledge and service. My additional complaint is trying to reach a live person while I was searching for these labs, usually 10 to 15 minutes getting through the system and waiting for live help.

    Fbyron 4/30/09 4:56PM

  • No customer service is available through Aetna. They have a different type of business where they charge you for coverage, but coverage will be difficult to confirm and assistance is minimal. This is the best way to keep their profits increasing by 30% every year.

    Anonymous 4/30/09 7:30AM

  • This is most ridiculous thing, i just wasted 10 minutes of my life that i will never get back dealing with this Aetna computer voice... what the F....???? I answered my birthdate 4 times and it couldn't understand it, then it finally gives my the option to enter on my phone pad, which I do. Then it says, you have been a member since 2008, is there anything else you want to know? I answer "yes" because I wasn't calling to find out how long I've been a member, and it then hangs up on me saying, thank you for calling.

    robinweiss 4/27/09 2:18PM

  • It is IMPOSSIBLE to get a real person, no matter which phone number you use. Everything gets routed back to the computerized voice system which DROPS THE CALL as soon as you enter the patients social security number.

    This is time consuming and frustrating. . . and a poor use of my companies money to have me fighting your system to verify benefits and eligibility.

    Odyssey PDX 4/27/09 11:50AM

  • Do you even read the comments, because the first couple I read stated you had the worst customer service ever, this is an under statement!!!!! Whatever happened to talking to real people, something has got to be done with insurance companies. I for one am going to scream insurance commissioner! What is so difficult about letting one talk to a real person without having to go through 15 prompts?

    Anonymous 4/21/09 11:17AM

  • THIS WAS THE WORST CUSTOMER SERVICE EXPERIENCE EVER! THE AUTOMATED SERVICE SUCKS...... TERRIBLE EXPERIENCE........

    UPSET 3/31/09 8:44AM

  • OMG!! THIS IS THE WORSE CUSTOMER SERVICE I HAD EVER EXPERIENCED!! THE ROBOT OPERATOR DOES NOT SEEM TO UNDERSTAND AT TIMES MY RESPONSES. MY ENGLISH CAN'T BE THAT BAD!!! YET THIS STUPID MACHINE OPERATOR DOES NOT UNDERSTAND WHEN I RECITE THE OPTIONS PROVIDED. AND WHEN I FINALLY GET PAST THE MACHINE THE LINE DROPS!! FRUSTRATING!!!!!

    Anonymous 3/26/09 12:40PM

  • the SRC division of Aetna number only works from 8am to 8pm eastern time. that only gets you about one hour of service differecne depending on where in the country you live. the answering machine keep telling you use the web site, however the web is only useful if you are sitting in front of the computer when you have a question or an emergeny and it happen to fall into one their categories. for a health plan with humans as memberS, that sucks.

    AETNA YOU HAVE ENOUGH OF OUR MONEY GET 24 HOURS\7 DAYS A WEEK PHONE COVERAGE !!!!!

    MARANGELY 2/17/09 7:31PM

  • How the heck do you contact Aetna if you have an out of the country emergency? US toll-free #s do not work outside the US.. Anyone know the #?

    jjjjj 12/31/08 5:57PM

  • I love it. No contact phone number on their own web site. Great move to make you have to work to resolve claims, or simply give up. Health care is the best business out there. Makes criminal orginizaions look legit. Lol!!!

    Loving the game of tag 12/30/08 7:34AM

  • Healhcare customer service available only on Mondays thru Fridays, 8:00 - 6:00pm CST only? Are you kidding me???? What if we need to see a doctor on the weekends, or advice?? You call this healthcare???

    Anonymous 12/28/08 6:15PM

  • Not to mention, getting info about doing a referral for a patient. I have been trying to do a referral for a patient and for 2 hours have been searching the websites for a referral line. Not professional at all.

    Frustrated 12/18/08 8:21AM

  • I cannot find Aetna's customer service number on their website. You would think that a company this size would be smart enough to put it where people can find it and call if they need to.

    kanreich 11/25/08 2:38PM

  • ohh lord why can't i find aetna's customer service number on their website

    Anonymous 9/12/08 10:14AM

  • Submit your comment >>
  • I actually have had Aetna for the past 6 years and never have a problem getting through to someone, and you can mail your payment in or pay over the phone.

    Anonymous 11/20/09 8:18AM

  • I had the pleasure of speaking with Ruby from your customer service dept for providers.She was very knowledgeable and nice. I hope I don't have to collect from Aetna, but if I do, I hope I get Ruby on the phone. :)

    liivbot 4/27/09 3:20PM

  • Submit your comment >>
  • As for a rep not giving out their first and last name, Aetna does not allow reps to give out their last names. Which as a customer, I am sure that you do not care, but either way, we are not allowed to give out or last names and do not have to. That is why they give id numbers.

    They also encourage us to not get superviors because usually, no supervisor can do what a regular csr cannnot. Now when it comes to knowlegde, that is different, but trying to over ride your plan, such as trying to get 90 days at retail when you plan only allows 30, asking to speak to a supervisor is only going to waste everyones time because we cannot go beyong what the plan allows. A lot of plans are sponsored by the memebrs employers who set the standards of what can be allowed and what cannot, such as, a common complaint is mandatory mail order, that is something put in by your EMPLOYER, not aetna and they provide the exceptions to the plan, not aetna.

    Contact numbers are provided on the back of your card. We are not being rude when we tell you to look on the back of your card. There are different divisions within aetna, such as Small Business Accounts, self sponsored accounts, national accounts and there is not just one member services phone number so it would be highly impossible to provide you with the correct mm svs number, we are provided with a general mm svs number, which we can connect you to, but they will probably give you another number to call which will just upset customers more. So it is best to locate the number on the back of your card and call.

    If you are complaining that aetna has not updated your cobra coverage, that is because aetna does not updated the cobra coverage. Your EMPLOYER provides effective and term dates. Same goes for over payment or member termination letters, if you receive a bill from aetna stating that you owe them money for a rx that the pharmacy filled after your coverage termed, it is because your employer as not timely in sending in paper work, so aetna continued to pay for your medications because according to aetna, you were active, then when your emloyer turns in paper work and it is processed, aetna will go back and terminate you and the computer generated letter will be sent seeking payment for medications that were paid.

    If you are going out of the country and want to contact Aetna, unless you have out of country or out of network coverage, you are wasting your time because it won't be covered anyway. If you are contacting aetna and you do have out of country/network coverage, you will simply need international code and call the same number you would in the states.

    As for customer service only being open mon-friday, I am not sure which line you are calling but we do have reps that work weekends and late nights. However, it is healthcare call center... not a 24 hour emergency room. If you need emergency care, seek care first and worry about the cost later. You shouldn't be going to the emergency room unless its an emergency anyway, it if is an emergency, than you won't care about the costs, because you will have to pay them either way.

    As for member services, if you want to speak to a live person, keep pressing 0 and it will go ahead and connect you. The only reason that the voicemail prompts you to put your information in, is so that the rep that takes your call doesnt have to waste your time asking for it, if this is an inconvience to you, push 0 and then you can give the information to the rep. If you have questions about your pharmacy benefits call 800-238-6279. Medical member services is tricky, as stated above because there is not just 1 number.

    For DMR (direct member reimbursement): the estimated turn around time is 6-8 weeks for dmr processing, as long as all information is submitted in full (detailed phcy receipts with ndc#'s (your pharm can provide them to you) along with quantity and drug name included in this).

    csr 8/7/09 4:45PM



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