Aetna Customer Service Complaints - page 2

One of the top best waste and useless health providers is AETNA the Custermer service is too bad 'no words'
A big mistake in life is to take Aetna as a health insurance plan. Please don't buy it.I trying to reach the member service customer service from 20 days No luck.
I can confidently say Aetna is one of the Fraud services ever. Time waste, Money waste, health waste. Very disappointed.

My mri was denied also, this could save my life

Nothing but trouble with this company. I'm in FEHB so I can choose my health care provider every year. In my 35 years in this program I've had a number of different carriers to compare. Aetna has been the worst. I've spent more wasted time on the phone trying to get them to do what they are supposed to do. Signed up for self plus one in medicare advantage and they put my wife in their non-medicare plan. Thus all her bills were applied to their huge deductible and not paid to the health providers. When I found out what they had done (and they had her medicare information on file from day one), they would not cover the expences for the first 2 months of the year. If you want a healthplan that bothers you with useless adds and surveys, tries to make you pay what they are supposed to, and behaves like they've never handled health coverage before, then this is your company.

Terrible dental provider service, they hang up the phone, answer and leave you on mute and when you finally are able to connect the connection is bad due no proper equipment. TERRIBLE I hope no patients have this insurance

I am very disappointed with a customer service with AetnaThe voice is garbled most of them do not speak really good English and to try to get anything done it go around in circles very disappointing thinking about switching companies because of it. These customer service people are apparently using cell phones which sounds very garbled on my end and I'm constantly tell them to repeat what they're saying and their English is hard to understand.

Aetna is the worst! They were always terrible, but in the past 1-2 years it has really gone completely downhill. First of all, they have outsourced their customer service calls to an overseas center in India (well, just an assumption based on the accents I'm hearing). Secondly, they no longer have US-based customer service reps, and no account managers for us to take our grievances to. They have basically eliminated any way for providers to get resolutions with their problems. Problems I encounter (biller for a large mental health outpatient group) have been issues with us being paid at our corrected contracted rates, and very poor customer service when dealing with any claims issues. It is very common for their reps to get irate and nasty if we press/pursue our issues rather than agreeing to let it go based on their 'knowledge' or 'advice'. If we didn't already know (and know how to explain) the errors, we would never get any resolution. They don't care about helping providers, and from what I've heard from patients, are not much better when it comes to helping the patients directly, either.

I Work At A General And Multispecialty Dental Office And Therefore, Need To Ensure Our Oral Surgery Providers Are Credentialed With Aetna Medical. It Is Impossible To Get Credentialed With Aetna. I Found It Interesting That An Aetna Provider Posted A Review Of The Aetna Medical Credentialing Department In 2016 And It Is Now August, 2020 And Nothing Has Changed. The 800 353 1232 "credentialing Customer Service" Number Is A Joke. Basically, This Number Connects Callers To The Philippines. Unfortunately, Their Representatives Do Not Have Any Understanding Of Credentialing And Seem To Read A Script Stating To Either "fill Out An Application On Line Again And Resubmit" Or Fax A "letter Of Intent" Request-- If You Stated You Did, They Advise To Resend Or If They In Fact Find The Documentation Your Office Has Already Sent It, They "escalate" Your Request. From Countless Calls To This Number, No One Calls Back Even After Being Told "network Manager Will Be In Touch". Does Any One Contact The Provider's Office? No. It Is Equally Impossible To Get An Already Credentialed Provider Already Participating In Aetna Medical Plans Added To Your Office's Tax Id -- Even Though A Rep At This Same Number May Tell A Provider Just To Send In A Letter Of Intent, Nothing Seems To Happen. I Am Amazed Any Provider Was Able To Be Credentialed With Aetna In The First Place. Our Office Was Participating With Aetna Medical And I Wanted To Add A New Provider -- It Has Been A Year -- No Help. Thought The Availity System Would Help -- Nope. Call The 800 Number And Ask For A Stateside Rep - No Stateside Rep. Call The 800 Number For A Status Of Requests Or Provider Application, I Receive A Document Control Number And Am Told "the Network Manager Will Be In Touch". I Ask Who Is The Network Manager And Am Told That "we Are Not Able To See That In Our System." Then We Call In July, 2020 To Ask If The Oral Surgeon Was Finally Added And We Are Told That Our Medical Plan Was Terminated Back In April. I Sympathize With Any Provider Trying To Join Aetna's Network. Please Comment If You Need Me To Back You Up If You Have Ever Tried To Join Aetna Medical.

Can't Use Swear Words But Aetna Is A Horrible Horrible Horrible Company Have Contacted Them Dozens & Dozens Of Times - I Sent In A Claim In Oct. 2019 Nobody Can Find Any Info. Can't Call Back Person I Spoke To - Now It's July 9 2020 Still No Money Back On Claim Now I Have Someone Who Manages These Problems - Yea Right - Ready To Take Them To Court?

Can't even get my ID number as I've been on hold for an hour.

Aetna transferred our health insurance to another company. We called that company to alter the plan. We spent - no exaggeration - 2 hours and 20 minutes. Each person transferred us to another person. We demanded a supervisor and never got one, only another person. Each new person said I did not get any information from the last person, please start over.

This is the worst customer service. I have been working on 2 claims since November. Each time I call I am on the phone for hours. I get different stories from each representative. They say they need more information, which I send, and then they need more. People say they will research your case and call you back- they never do. It's exhausting. I think they want to give you the run around so you just give up.

It is my opinion: Years ago, I purchased a long-term and a short term disability policy from Aetna through my employer. Over 2 years ago, I became disabled because age and numerous other health issues, verified by 3 doctors and other insurance companies. Aetna harassed my spouse and I, threatened me with job termination, discontinued my employer pay and benefits, conveniently lost or never received documents my doctors and I sent to them several times, misquoted and distorted facts in medical documents I submitted, forced me to retire because of no pay or benefits, committed fraud, made numerous mistakes always in Aetna's favor, told me verbal lies in phone conversations, made outrageous demands under the threat of being fired "if you don't go to the doctor today and submit these forms you will be terminated from your job", Etc, Etc., Etc. Aetna CEO Mark Bertolini's compensation was valued at $17.3 million last year. He got it by screwing people like you and I. Don't get Aetna insurance for any coverage of any kind. Aetna will not pay claims and will do anything to avoid paying. If you do have Aetna coverage, get rid of them ASAP. If you do have problems with Aetna, keep a log, FAX or send all documents 3 times and file a complaints with your state department of insurance.

My husband has cancer. We have been on Aetna for several years. We had to convert to Aetna COBRA policy and we're told there would be no break in our coverage. He was supposed to start his chemo drug four days ago and we have gotten nothing but the run-around on getting it filled which as of yet has been filled. I have spent many hours trying to give the information requested only to find more information is needed. Meanwhile, we wait and hope the delay in treatment is not making his cancer worse. How does get his medication expedited?!

so weird- for the past few months Ive been calling as a provider, and I need help with specific claims. Every time I try to reach a rep they transfer me back to the automated response line!! Terrible customer service!!! They are the worst insurance to deal with, unless they fix their system.
Does anyone else have this issue?

Ever since my employer paid insurance went to Aetna in January 2016, I've had nothing but numerous issues. Almost every EOB is denied before it is eventually paid. Recently, they started denying my claims for 2 reasons: potential medicare coverage and wanting to know if the dependent is covered on another plan. I am single not on medicare and have no dependents! They will do anything to deny/dely a claim.

I was denied payment for an emergency room visit. Appx 10 days after major back surgery, I had sudden pain and numbness and was highly concerned that something was wrong, such as a blood clot. It was a Saturday and their response to each of 3 appeals was that an average person with common knowledge would believe that going to an emergency was a prudent decision. I don't want to write a long story but want to know if anyone else has experienced this issue. I have contacted an attorney but if there are others out there, a class action suit would harm the company the most. I'm sure that they want me to just go through all of their hoops thinking that the "little guys" will just give up. I'm fighting mad about this anything I can do to discredit the company and prevent other companies from using them for their company health insurance business. I love to hear about anything else I can do to discredit them.

Issues Galore w/ Aetna's Log in. Have made numerous attempts to reset my password, Never allowing me to view my "Letters", etc..beyond words to describe! Guess this Fabulous Ins. Company will have to "mail" me my Papers work, in order for my FMLA claim to be completed.
So far, a Horrible experience to say the least.

I called customer service to find out how much we have paid into the medicare coverage gap and how much more we will need to pay our of pocket before entering catastrophic care. I was diverted to the pharmacy as the resource for answers to my questions. The pharmacy person was less than useless. All she did was keep reading the policy manual, which I had in front of me. My repeated inquiry resulted with her reading the total annual out of pocket costs and for individuals on medicare and at what total (that is total for the individual, insurance, and other sources combined) would bw the annual costs covered and not covered by the plan. This happened five times, even though I re-worded my question to help her understand each of those five times. Why do you call it customer service when all the person is qualified to do is sit and read the manual and is not concerned enough or intelligent enough to actively listen to the question being asked and respond appropriately?

Aetna's customer service representative who are based in the Philippines are ultimately rude, and no manners. A representative named Terri (or might be spelled as Terry) shouted me at least twice since I have called and spoke with her most of the time. My last cal was made today 6-2-16 @ around 9:22am Central Time for the period of 11 minutes and 28 seconds. I was calling from a doctor's office for a claim status. The whole time she sounded very rude and got to the point when she told me "Yeah right, Yeah right as if you knew what you are saying! I am just giving you an FYI because you sound like you do not know what you are doing!" People like her have no business working in call centers because they are not giving customer service at all. I will spread my mouth all over the world regarding this and Aetna will be affected if they do not resolve their customer service issue.

im in a provider office, working on credentialing and contracting. Been on the phone now for 1 hr. with provider service b/c I cant get a hold of credentialing, they only have #s available that I found online!!!! They are located in Philippines and cant even help!!! agggghhh

Most retarder reason they didn't process payment was because I have medical through the government my kid went to the ER and Aetna stopped they payment first off it's my exes insurance not mine he should get billed second what retards do they not have a computer and Internet to research partnership health plan which is medical from the government and is now secondary medical insurance

and the worst part is the complaint website they provide is a black hole. There is no way to send a comment I have been on the line over 45 minutes got bounced back to begin the enter plan number 5 times by employees who just don't care I asked for the love of god don't send me to begin again only to go back again!!!!!!!!!!!!!!!!!!!! they just don't care at all...

Please choose any other provider they automatically enrolled me in a mail order medication scam. Then it took multiple phone calls and departments to opt out. If you want to spend 1/2 a day resolving an issue great. As soon as i can I am changing to another company

I have so many complaints that there are way to many to list them all.
It has taken over a month and a half to change my mailing address. I have spoken to numerous service reps who after taking my new address just refer me to a different department. Even the supervisor had to refer me to someone else to do the work and it still isn't done.
Due to this my medication was sent to the wrong address causing me to go weeks without my medication.
Today my call was about billing. My credit card was charged twice in Feb. The excuse was because it was a short month. The last time it happened the excuse was it was a new year and the computer system didn't recognize my old plan.
The website is down more than it works.
Thank goodness, I am a relatively healthy person. I pity anyone with real medical issues trying to deal with this crap.
The WORST CUSTOMER SERVICE EVER!!!

Fortunately I rarely need medical help, but recently was admitted to a hospital for a brief 1 day stay. I have learned a lot about Medicare, Aetna and HMO v PPO in this past week. Since I am locked in until January of next year, I want to strongly urge anyone reading this to NOT SIGN UP with AETNA! Being locked in to a provider for a year is bad enough, but I find it hard to believe the same provider will not budge on "your plan" once you are signed up. A person should at least be able to switch from HMO to PPO with the same Insurance company. The "customer service" (I say this faciously) people at Aetna with whom I have spoken were cold, brusque, and couldn't care less. Live and learn. In 2017 I will be more than happy to stop giving them MY MONEY.