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Aetna

Customer Service Ratings and Comments

Aetna is ranked #220 out of the 301 companies that have a CustomerServiceScoreboard.com rating with an overall score of 27.03 out of a possible 200. This score rates Aetna customer service and customer support as Terrible.

NEGATIVE Comments

103 Negative Comments out of 108 Total Comments is 95.37%.

POSITIVE Comments

5 Positive Comments out of 108 Total Comments is 4.63%.

Issue Resolution

Reachability

Cancellation

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Product Knowledge

Terrible Overall Customer Service Rating
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  • I hated the way this insurance company called Aetna processess new memebership....it took them three months...and after three months...they said they need medical records and I had given them all the information necessary for them to get the records three months prior...they close the application and then reopen it all because of their own mistakes in processing it...thank God I changed my mind and will never deal with them ever again!!!!From the beginning it looks like a nightmare to deal with them...rude representatives, lose paper work...and I don't even know how they stay in business..

    shagalle 8/28/10 8:53PM

  • What a pack of lying conniving sneaky little weasels. They "lost" my form proving prior coverage. The USPS shows they got it. Now I have to argue with them *again*. They'll do anything to get out of paying a claim.

    mundhenk 8/23/10 9:33PM

  • I have been enrolled in Aetna Medicare and have cost them $0 for medical and pharamacy during that period. They sent me a notice less than three weeks ago that I would be DISENROLLED as of 09-01-2010. I called and they told me that I live in San Bernadino County but their records show I live in Kern County. "Thus, you are disenrolled". I asked them why my wife of 46 years who lives at the same address has the correct records, that she lives in San Bernadino County and is recorded by Aetna as living in San Bernadino County. She said that I was wasting her time and that I needed to contact the federal government. The CEO of the federal government's Medicare plan receives $400,000 a year; the CEO of Aetna receives $28,000,000. Don't you think AETNA would be smart enough to realize that if the husband and wife had an identical address that something is wrong when the wife is STILL ENROLLED and the poor sap husband is DISENROLLED with virtually no time to remedy the situation? Richard G. Quiring, Box 7137, Big Bear Lake, CA. 92315

    Richard G. Quiring 8/22/10 5:30PM

  • My plan covered urgent care visits for a flat $50 copay, no deductible or co-insurance were to be charged. Had an urgent medical issue and went to the closest urgent care - which happens to be connected to a full hospital. Doc said I needed a CT scan and so I had it done. Turns out the CT scan equipment was physically located in the "hospital" part of the building and not in the "urgent care" (looked like all the same building to me, was literally just down the hallway).

    Aetna refused to consider the CT scan as part of the urgent care visit, and billed it as an "outpatient" complex imaging service, for which I had to pay the full $1000. Just because the "hospital" generated the bill for the scan, not the "urgent care".

    I appealed and appealed to Aetna's highest levels. So did the urgent care facility, on my behalf. Denied. Just because that damn scanner was in the next room.

    Then I wrote to my state's insurance commissioner. They made Aetna pay it. Ha ha, and shame on Aetna. Took six months tho.

    Fighter 8/11/10 9:53PM

  • And they don't take feedback well! I told them that it's hard to find the 800 number on the website (I didn't have my id card) and the woman actually hung up on me! Truly pathetic.

    collo 8/9/10 7:06AM

  • Aetna is the most negligent insurance company I have every come across. They fail to send out EOBs to providers and when a call is put into the customer service representatives they NEVER have an answer. Even Dr. office personal will tell you they absolutely HATE dealing with Aetna. You can see the dismay on their faces when you tell them who your insurance company is. We will also be canceling our policy due to their sheer incompetence. Aetna is a textbook case of a company that generates so much ate in this country for medical insurance companies. ANYONE is better of with another provider!

    DONT TRUST AETNA 8/5/10 6:58AM

  • i called from a doctors office and i spoke to one of aetna representative and her name is MAry M. and the ref. # for my call is 807731340, this lady was so rude and arrogant. i asked her about eligibility and benefits and she doesnt even know what shes saying she put me on hold for 30 mins. and if i asked her a question she get mad on me. Her customer service was so unprofessional. If aetna did not take an action in this kind of customer rep. They are losing clients

    rose 7/29/10 10:05AM

  • My nightmare with Aetna is similiar to many of the stories here. Denial of plan documents, arbitrary patient responsibility amounts that have gone from $40.00 to over $1,100.00-for the same procedure! No accountability, no follow through from customer service, lies, deceptions, and criminal behavior. What amazes me, however, is that our Washington State Insurance Commisioners office has done nothing but rubber stamp anything going through their office concerning Aetna. Next stop is the Attorney Generals office and the media!

    Mad consumer 7/28/10 3:25PM

  • Aetna has the worst service site I've ever had to deal with.They need to be available 7 days a week and have live agents available.A TOTAL ZERO FOR ON-LINE HELP.

    Anonymous 7/24/10 9:28AM

  • I can tell you as a RN in the Albany, NY AETNA site that services: Blackstone / Freescale / Toys R Us / Michael's Crafts / Performance Food Group / Apria / Energy Future Holdings / Hilton / Allied Barton / Healthmarkets / Travelport / & SeaWorld... Becky's comments were correct.
    I've heard both RN Case Managers & RN Inpatient Care Coordinators state that they do delete faxes & voice mails from both members & facilities / providers trying to provide clinical for review. I personally reported this to the Site Lead / Supervisor & eventually a few months ago to Mark Bertolini (President of AETNA). All were promoted & I was terminated. Sorry all, I really tried to do the right thing & protect the members, but they shot the messenger :(
    You just have to CYA with "fax receipts" when sending clinical and report problems to management NOT from the Albany office.
    Try calling: Joanne D. Chiulli (Head of
    National Accounts) @ 860-273-0903 ;)
    Try emailing AETNA's President @
    S010496@aetna.com
    ***Definitely call your plan sponsor's representative through your companies H.R. Department and give all details & proof.
    Good Luck :)

    Whistle Blower 7/16/10 6:45PM

  • Call your 'plan sponsor representative" and advise them of your problem with AETNA.

    You can get their contact info from your human resources department.

    AETNA goes nuts when the plan sponsor rep contacts them because they risk losing their contract with your employer.

    Blackstone 7/16/10 4:52AM

  • no luck only robots and bureaucratic imbeciles, scriptoids. Question is, will we be able to vote such post-human evils off the planet, or will it require a more assertive approach.

    Robotbuster 7/15/10 12:46PM

  • Aetna bad company giving the runaround to patients

    czar 7/13/10 8:31PM

  • AETNA in Albany, NY erases phone messages & throws out our faxes! They deny claims for not getting the clinical information and document conversations that never happened. The supervisor is rude and no matter how many times I complain about their nurses nothing is resolved.
    She turns the issues around as our fault and reads back notes the nurse entered describing conversations & notifications of denials that never happened. When we finally get a letter informing us of the denial it's too late to resolve it and we're told to call provider services to appeal their denial. I personally left 2 messages for their nurse case manager regarding a patient and faxed the information twice to the case manager's attention... they insist they didn't receive it! They are the worst nurses I have ever had to work with in my 14 years of experience with insurance companies. I'm still waiting for responses to my 2 messages left Monday 6/21 & Tuesday 6/22/10! They never call back and the supervisor doesn't appologize nor take any responsibility.
    We've decided to report them everytime and hope everyone else will too.

    Becky 6/27/10 9:19PM

  • The absolute worse!!! i finally cancelled policy that i was paying $18000 per year...they owe me prescription re imbursements...a supervisor promised to reaserch and call me right back...after many days i called back time after time , after time and left messages with "live" people and never got a call back..then i asked for any supervisor to call me to resolve m,y issues...again, promises and no results. I am in process of tretainning an attorney and will go trough whatever i need to to get results and money back...

    disgusted by Aetna 6/21/10 5:19PM

  • I tried 3 times to get a person. I went through the menu. It is the worst system. Having to push a option button is bad enough but saying something and repeating it over and over is exhausting. Then got to a "speak with a representitive" and was disconnected. Still do not have an answer to the question.

    fgmean 6/21/10 8:14AM

  • Dealing with Aetna's incompetent customer service reps regarding details of coverage & claims wrongly denied following surgery has been a nightmare! I've spent hours on the phone being put on hold, speaking to reps who lack knowledge, contradict each other, & lie through their teeth with no resolution in sight. I'm not allowed to speak to supervisors or the Benefits dept for plan details and am told everything is in my summary of coverage which is vague to say the least. My PPO plan covers preventative, hospitalization, outpatient/inpatient surgery, pre/postoperative care, services & supplies. However, my presurgical lab & xray along with lab while in the hospital was not covered. I'm frustrated beyond words as lab & xray for surgery connected with a disease was to be covered! I must now file a complaint with the IL Dept of Insurance!

    Anonymous 6/20/10 4:52PM

  • I am an expecting mother who has been fainting the whole pregnancy and my dr office has submitted all the information asked for. They have canceled everything fmla medical insurance and denied the leave and once again my dr has sent all info asked for. Not to mention the sons of guns will no longer answer the phone or return messages. Now im in threat of loosing my job when i have only 3 more weeks of pregnacy i have to go back to work.Its as if no one is concerned about my well being or the baby's. Completely disgusted at this situation.!!!!!

    HATES AETNA 6/19/10 6:52AM

  • Our company switched us to Aetna in January 2010. They say that they cover speech therapy at 100% (we're overseas, so most services are supposed to be at 100%), but it's now June 2010, and they still have not paid January's claim. They paid Feb. and March, but they keep saying that January's claim is "in review," even though I gave them the additional info they asked for a month ago. We had Cigna last year, and they were the best insurance company I've ever worked with. I didn't have to waste any time nagging them to pay like I'm doing with Aetna. It's disgusting. Someone shut Aetna down, please!!!

    ihateaetna 6/16/10 7:50PM

  • They won't pay for tests that are better for patients overall health-care. When asked where else I could have tests done since the type of test they would not pay for would be experimental they kept giving me lab names that were all within the same group of labs. Overall my entire experience has been horrible trying to get them to pay for c-diff tests that are used to figure out whether or not I need to be treated for a disease that is FATAL if left untreated.

    Cdiffed 6/13/10 8:36PM

  • In January of this year, I signed up for health insurance with your Aetna Insurance Company and the quote was $72.00 per month.
    In February of this year, I received your
    bill for $114.00 for the month. Aetna Co.
    lied to me and deceived me about the cost of your monthly bill. On February 16, 2010, I
    filed the dis-enrollment form with your office but Aetna continues to bill me each
    month including July, next month. Obviously,
    your main office did not communicate with
    your billing department. Each and every time, I telephone your Aetna number, I receive NO help to correct your mistake. All
    I receive is arrogant, nasty, and invidious
    answers to my problem. I am so frustrated that I will inform my 480 college students to
    stay away from Aetna Insurance. Tomorrow, I
    will be contact and filing a complaint with
    the Pennsylvania State Insurance Commissioner.

    donnie7@comcast.net 6/13/10 9:21AM

  • I have had a flexible spending account (FSA) with Aetna through my employer. NEVER have I had so many problems. The company frequently sends me two payments for the same service, which unnecessarily eats up my FSA funds. Today I received a notice that they denied a reimbursement for xrays because they claimed it was paid previously--NOT!! Sure hoping I get the job offer I am hoping for and that the organization offers FSA through another company. Aetna is seriously inept, incompetent, complicated, slow, and, well--worthless.

    Frustrated in Rochester 6/12/10 1:31PM

  • There would be many people thrilled and relieved if our company would drop AETNA. They are horrible about paying people on disability. They hold onto claims, refuse payments to legitimate claims, and leave people waiting weeks upon weeks for payment.
    Something has to be done. This cannot be legal.
    I hope AETNA goes bankrupt and disappears.

    dissatisfied 6/10/10 5:22AM

  • I'm trying to write Aenta a physical snail-mail letter and can not locate an address. Their web site provides a phone number, or an email form that forces you through tight controls to send a simple message.

    So everyone is aware, Aetna made unauthorized charges to my credit card. The best part is they called to ask permission and permission was denied. Aetna charged the card anyway, shipped the prescriptions and is trying to force me to pay extortionate premiums on the prescriptions. The shipment was immediately rejected and sent back to sender, but Aetna refuses to adjust my account.

    Faxes were ignored. Phone calls result in unpredictable crazy downward spirals and can never speak to the right individual/s. One letter was responded to w/a defensive position stating I owed Aetna for the prescription - never addressing the unauthorized charges I insist on having investigated. HELP!

    pixel rogue 5/30/10 4:43PM

  • I came here looking to take out a life insurance policy. After finally finding a number to call to talk to somebody, I was disconnected. I stumbled across the comments about Aetna and I'm glad I did. The negative comments about the company far outweigh the positive.
    Aetna, it would really behoove of you to take a listen to what your customers have to say.
    The comments that struck me the most were the ones that came from healthcare providers.
    I'm taking my business elsewhere.
    I feel for all of you who are having problems with this company but I thank you for the advice.

    Anonymous 5/28/10 5:21PM

  • Thius company is the reason why we are moving to socialized healthcare. They are the WORST company I have ever delt with. I can't imagine how they stay in business. Me - i am taking my business elsewhere.

    Gibba 5/26/10 4:16PM

  • FIND ANOTHER CARRIER TO INSURE YOU. AETNA IS NOTHING BUT HEADACHES.
    I'm a healthy person who goes in for an annual physical and had to go for some physical therapy for Runner's Knee. That's it. Nothing major.

    Aetna Raised premiums three times in a year. And I haven't even hit my deductible. Or come close. I started at $113 and am now at $173.

    Aetna is Horrible to deal with...they routinely incorrectly process claims and force you to spend time and aggravation handling follow up. And fielding collection calls from your doctor's offices.

    Aetna likes to pull crap like paying for your tetanus shot medicine, but not the administration of the shot itself. I was not aware that patients were self-administering injections yet, and was not informed of this option when I made my appointment.

    It took me ELEVEN MONTHS to have Quest Diagnostics paid for blood-work related to my annual physical. (It's almost physical time again...I'm dreading the impending paperwork nightmare. )

    If you get an EOB from them claiming that charges were denied...GET ON THE PHONE WITH THEM AND RESEARCH IT! Many times, I have received a "re-processed" EOB a few days later with completely different amounts. I cringe when thinking of how many times my grandparents may have sent an insurance carrier a check because they trusted that the amount on the bill was correct. Based on my experience, Aetna does this all the time.

    I can't imagine what it would be like dealing with Aetna if I had actual medical problems. Please, do yourself a favor, STAY AWAY FROM AETNA! I can feel my blood pressure rising at the mention of the word.

    Ok, it isn't ALL negative...
    only pros- i like my doctors, and Aetna has a good network selection in my area. Jacqueline Harris was the ONE claims rep who showed any competency and willingness to see an issue through to resolution. I hope she leaves Aetna and finds a promotion at a company better suited for her talents.


    They also like to pull crap like paying for your tetanus shot, but not the $40 administration fee for the shot. Are patients supposed to self administer now? I was not informed that I had that option when I made my appointment.

    I would switch insurance carriers in a second, but am in the middle of knee rehab physical therapy and am concerned about pre-existing conditions battles with my next carrier. So I'm stuck with Aetna until I walk down the aisle sometime in the next year or so.

    On the pros side - The doctor selection in my area is great, and I did not have any pharmacy issues. Although I've only used RX benefits once.

    rd522 5/20/10 12:43PM

  • I work for Fedex and tried calling the cs number for assistance in delivering a package and was put on hold. When the lady came back on she acted like I was crazy to be calling and actually wanted me to "call the customer myself"!!!! I had to explain to her several times that I was calling her because we did not have that information. Then she kept asking my why I was calling about a car seat.....duh your company has a program for pregnant mother that rewards them for going to the doctor and one of the rewards is the car seat....she actually said "wow I didn't know that" seriously people how uninformed can you be???!!!! Then after 36 minutes I told her I'd just send a postcard to the address on the package and when it came back as a bad address I'd send everything back to them to figure out, she told " you can't do that you are Fedex you have to deliver it" Wow what great customer service!!!!!

    Fedup 5/20/10 6:51AM

  • Aetna is useless. On their web site they list about 15 primary care doctors in my town. But those doctors say they are not in the network. When I requested clarification from Aetna, they told me there is ONE in-network doctor in my area. However, that doctor is a PEDIATRICIAN (I am 46); I know this because she is my son's doctor. I don't know why they don't know it. So, as far as I can tell, there are NO adult primary care doctors within 30 miles of my town. What am I supposed to do?

    xxx 5/19/10 10:59PM

  • Big time run around-different locations and departments don't have the ability to access/pass on information. Customer NO service is a joke, very short and without resources (ie no supervisors or processes for elevating problems for resolution/action). POOR excuse for a large company and no one seems to care.

    dog 5/18/10 1:01PM

  • Aetna denied my short term disability claim, I had an emergency appendectomy. I have worked for my employer for more than ten years. This year we were bought by a larger company and not given a choice for health insurance. Reps at Aetna are rude I think because they are not trained properly and because they know the company denies so many claims. They are forced to be defensive if not aggressive. I can never talk to the same person twice. I have gotten conflicting information on numerous occasions. I argued with a very rude rep while I was still in the hospital. I was in the hopsital for 4 days. I was out of work for several weeks. I have not needed any major time off from my job in 10 years. But Aetna said there was an error in my paperwork and denied the claim. Most doctors and hospitals in my area do not accept Aetna so many employees for my company have been forced to change doctors. I have been told that many doctors and hospitals will not accept Aetna because they deny so many claims.

    Anonymous 5/16/10 4:02PM

  • So fed up with Aetna....

    First, and this is the most telling of the company overall, our physical therapy company pulled themselves out of Aetna's network. They FIRED Aetna. They apologized to us, but Aetna creates 90% of their office work due to inefficient processes and incompetent customer service agents.

    Second, and the most personal pain point for us, they denied further physical therapy for our 5 year old daughter with Muscular Dystrophy. Hello! You NEED PT with MD to prevent contractures, improve balance and mobility and improve day to day functions as a normal child.

    We're starting the appeals process, but I'd love to post a picture/video of my beautiful 5 year trying to climb stairs and let the world know that Aetna denies coverage for MD.

    overaetna 5/15/10 6:27AM

  • Aetna sucks!!
    the web site is horrible, and it appears that they purposely hide their contact numbers so no one can find them!

    Anonymous 5/14/10 5:17PM

  • Aetna is the worst Insurance company I ever had. My girlfiend is out on disability, and I have spent nearly every penny I have covering her bills until they decide to cut a freaking check for her. So while we bounce checks trying to pay for bills, they can can say oh, it will go out any day, and LIE about it. This is the worst experience I ever had. I wish we could screw Insurnace companies like they screw us. Aetnas customer service employees suck, and they Lie.

    Aetna Sucks 5/14/10 1:06PM

  • Aetna needs customer svc reps that can speak english and reps that can process a appeal in a timely manner.

    pamelas1990 5/14/10 11:38AM

  • I had to go round and round and was transfered over 4 times, just trying to get to the dental department. The on-line site is horrible...you can't find the customer service phone number anywhere.

    not happy 5/5/10 8:39AM

  • A caricature of inefficiency and incompetence. These people are handling processes they don't own and don't deliver anything. They keep sending you automated responses in Aetna-speak tentatively explaining their own internal processes where grammar is approximative, verbs often missing to the point you have to guess what they are trying to say. Since 3 months i'm trying to recover money for straight forward claim which has been accepted and they are unable to credit my bank account. So far, i sent 5 reminders and i invariably the same automated response saying that we are "important" to them and.... nothing. They probably hire uneducated people enrolled in some kind of affirmative action scheme at 1k/month , the kind of dirty job no one wants to do.

    gekho 5/1/10 4:11AM

  • terrible customer service, called to check on a claim and the lady was talking like I was getting insurance for free

    Anonymous 4/27/10 6:46AM

  • Arrogant, uncommunicative and unprofessional. I applied for medical and dental coverage with Aetna in good time before my former provider's cover ceased. Completed questionaires, telephone conversations and provided access to records and banking information in anticipation of coverage. 6 weeks later, and with no responses to contact efforts (no telephone number for non-members), have discovered that the application has been closed without notification. My family is nw uninsured. This demonstrates an astonishing disdain for potential customers and may be the result of a lack of accountability within the company. I hope that other companies have better practices as Aetna should not be allowed to conduct business.

    Anonymous 4/27/10 6:38AM

  • The customer service department is so stupid!

    They dont know what they are talking about and always give incorrect information when you call the service center!

    cece 4/15/10 7:38AM

  • My problem was with customer service, if you want to call it that. I was transferred to 9 different people. Each one acted as if it was their first day on the job. When I called back to speak with a supervisor, she wouldn't let me. This is a group of people who all need to be fired! I have never seen so many ignorant people working for one company! Nobody could answer my question.

    Anonymous 4/13/10 9:40AM

  • I work in a physicians office and AETNA is by far the worst company in the world to try to get any issues resolved!!! Their employees do not keep notes or records of phone calls. I was constantly interrupted, I asked over SEVEN times to be transferred to a supervisored and was refused the right each and every time. They are an absolute disgrace!! 35 minute phone call with no issues resolved!

    angry405 4/8/10 6:20AM

  • Aetna is the worst health insurance I've ever had. I pay about $7,200 per year for a family of four. In the past year, Aetna has managed to weasel out of every claim, even when I call first to confirm I'm going to the right place for the right thing. Here is the most recent... My husband had an obvious skin cancer behind his ear. He went to a free skin care clinic that was being held near his work, they said it was a basal cell carcinoma but that they don't accept Aetna, he should call right away to get in to a dermatologist. I called and Aetna said there are NO in-network dermatologists in Peoria, IL. Peoria is the downstate medical center of Illinois. Really, NO in-network docs? Closest was about 40 miles away in Bloomington. I asked if my husband was expected to drive all the way to Bloomington. They said no, that he should go to his regular doc and have him send a form to Aetna that requests use of a local doc. He made appt, went to see the doc, doc sent in the request. About three weeks later Aetna sent back the request as denied. So after all that waiting and unnecessary appt, we gave up and my husband drove 40 miles to Bloomington for an exam, then surgery, then follow up. That doc doesn't bill insurance directly, wanted us to pay then submit to Aetna for reimbursement. We paid $702.00 out of pocket. Went through all the red tape with Aetna to submit the claim. Just got an EOB from them denying the claim, they are saying the doc was out of network. That's Aetna in a nutshell. Worst company on earth. If you don't know exactly what question to ask on the phone, you will get stuck paying everything. The reps are RUDE and unhelpful. And you are locked in for a year if you get their insurance through an employer. We would be better off self-insuring and just having major medical with someone else, because we are paying everything out of pocket already. I can't express how awful Aetna is. And did I mention I am paying $7,200 per year for the privelege of paying all my medical expenses out of pocket? What they are doing is FRAUD, pure and simple. Anybody up for a class action lawsuit???

    Kellybelle 4/7/10 9:06AM

  • This woman I talked to name BRENDA from Aetna customer service was the worst ever. She was not helpful; did not want to help find resolutions or alternatives and more than anything always talked back to the customer. She blamed the patient and talked negatively towards them and wanted to end the call right away.

    If you ever call and a woman named Brenda picks up... hang up and call again. My second call with the next representative was mindful, helpful and respectful. Thats all your really asking for when you call anyway. To have questions answered and for them to do it respectably.

    Anonymous 4/6/10 11:48AM

  • I have called this number (800-872-3872) and this number (800-435-3862) more then 10 times and was continuously disconnected. The initial service person placed me on hold and the line eventually disconected.

    Anonymous 3/12/10 11:21AM

  • They need to set up online bill pay- it would be MUCH easier.

    The call-in customer service is frustrating, because I had to be transferred several times, but the staff were all friendly.

    vancamp9 3/12/10 11:04AM

  • 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 >>
  • My Cobra is Up August 31, 2010. I called several numbers for Aetna trying to get the same coverage. I was able to reach a customer service rep each time I called. I finally did get a policy to cover me until I go on Medicare in April 2011. I didn't like the monthly figure quoted, but what can you do. All I can say is that I had a pleasant experience with customer service. even though I had to call about five numbers.

    Anonymous 7/1/10 7:25AM

  • wow..Aetna happens to be one of the easiest companies to navigate thru. As soon as you get a rep on the line ask that your call be recorded. That usually changes the tone of the phone call, also ask for a call reference number...they do keep track of all calls.

    Anonymous 4/14/10 2:05PM

  • Horrible customer service! I had to call a few times just to get an issue looked into. They gave me a different number to call and ask for someone by name. When I did, that person didn’t exist. Then after a few more calls, the person that was able to answer was not pleasant at all.

    Anonymous 4/12/10 12:52PM

  • 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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