Aetna Customer Service Issues

Hello, I have a significant hearing impairment, making it challenging to use the telephone. In lieu of TDD or TTY calls, which I find frustrating, I prefer chat lines or face time as I can lip-read through them. I carry Aetna insurance under my Alaska Care retiree plan. Recently, I encountered issues logging into my account and I am uncertain as to why. I have an outstanding medical bill from a visit to Dr. Abboud and urgently need access to my member account to address this matter. I kindly request that Aetna assist me in unlocking my Alaska Care member account, enabling me to log in and review my claims. Your help in this regard would be greatly appreciated. Thank you, B. Harms

I tried contacting Aetna today regarding my supplementary insurance with Medicare. The phone system requires me to answer questions before connecting me to a representative, which I find frustrating and disrespectful. I repeatedly hung up as I don't want to answer the survey questions to simply get information. It's disappointing that Aetna doesn't respect their customers, especially older individuals who may already feel mistreated. This may seem like a minor problem, but it's important to me. I have decided to discontinue my relationship with Aetna due to this issue.

I am feeling very frustrated with the provider services as I have tried twice to change my remittance address without success. Despite submitting a W4 form as requested, I keep receiving the same request for the form. My tax ID is [redacted]62, and I, Donald S., LCSW, urgently need my remittance address changed from [redacted] Fifth Avenue New York [redacted] to 8 Goebel Road, New City, NY [redacted]. Please assist me in resolving this matter promptly without directing me to a phone system that cannot address my concerns. Thank you for your attention to this issue.

In July, I contacted Aetna after my purse was stolen, providing my new account for premium debits. Upon returning from out of state, I received notice from a doctor on 12/7 stating that my Aetna insurance had been cancelled. Today, I have faced difficulties contacting Aetna, being transferred 10 times, disconnected, and currently on hold. My urgent need is to have my insurance reinstated immediately.

It seems there has been a change in the policy this year compared to last year. Previously, I had a $[redacted] deductible that applied to the first provider for dental, vision, and hearing services. However, this year, the policy states that I must pay [redacted]% upfront and then be reimbursed. I am unclear on how my dental, vision, and hearing benefits work now. My provider seems to believe I have no insurance and was instructed that I need to pay out of pocket and submit receipts for reimbursement. I am concerned about not being able to afford to pay upfront and then wait for reimbursement. This issue arose with a vision claim, and I would like to resolve it so that I do not have to bear the entire cost upfront.

I previously contacted regarding an issue enrolling in the health and wellness program, but I never received a response. I missed the enrollment deadline due to a computer error, and the support I reached out to was unable to assist me. At 84, my computer skills aren't what they used to be. I kindly request a second opportunity to join the wellness program as missing out will result in a $[redacted] deduction annually from my pension, causing financial strain. Since my printer is not functional, please send a hard copy to James D. Byrnes at 6 Zachary Lane Apt. 4, Hamilton, NJ 08[redacted]. My ID is MEBQZZFD, and you can reach me at [redacted] or via email at [redacted]

I am experiencing difficulties with my claims not being processed correctly. After contacting Aetna, I discussed the issue with a representative who assured me the matter would be addressed, but unfortunately, it was not. Following up, another staff member explained that I needed to provide documentation, specifically a receipt, from my insurance company to prove that Aetna is my sole health insurance provider. Last year, I had an auto accident that was covered separately, and since then, my medical claims remain unpaid. I am eager to resolve this promptly. Could you please provide an email or fax number where I can submit the required receipt? Thank you, Brianna

Subject: Issue with Prescription Approval for Gelsyn-3 Hello, I am writing regarding the delay in receiving my prescribed medication, Gelsyn-3 16.8mg/2ml. Despite multiple attempts, there seems to be confusion with Aetna PPO in approving the medication properly for billing. Initially, there was an issue with Aetna only approving the generic alternative. Subsequently, my doctor tried prescribing Orthovisc 30 mg/2ml Sosy on 10/14/21 after facing challenges with the initial prescription. I have contacted Aetna and CVS Specialty Pharmacy to resolve the matter, but the approval and delivery of the medication have been delayed. The pharmacy indicates they are waiting for approval from my insurance. It appears there is a billing discrepancy between physical and pharmacy charges that needs clarification to proceed with the order. I kindly request Aetna to promptly approve the medication to enable CVS Specialty Pharmacy to fulfill the prescription for my doctor. Your assistance in resolving this issue would be greatly appreciated. Thank you for your attention to this matter. Sincerely, Miriam L.

Hello, my name is Peggy Borchert. On October 18th, I applied for a life insurance policy with Aetna. I spoke with a representative who informed me that I should receive my mail within 5-10 days from the 19th. However, I have not received any mail yet. I am currently dealing with health issues and am scheduled for surgery tomorrow. I urgently need to access my insurance funds to cover medical bills. The monthly policy payments have been deducted from my account, but I need to make a claim due to my current emergency situation. Please respond to me before tomorrow morning to assist with this urgent matter. Thank you. - Peggy Borchert

My elderly parents, both 93 years old, are in the process of switching from Medicare Advantage to Medicare and re-enrolling in Aetna Supplemental insurance. During a call with my dad yesterday, he was requested to provide proof of disenrollment from Humana, copies of his Humana cards, and their original Aetna policy numbers and enrollment dates. Unfortunately, he was given an incorrect email address for submitting this information. I will need the correct email address in order to send the required details. Here are the Aetna policy numbers: CLI[redacted] for Howland and CLI[redacted] for Joan. Both policies were initiated on January 1, [redacted], and ended on December 31, [redacted]. Thank you for your assistance.

I recently visited Dr. William Schell as he was listed as an in-network provider according to Aetna and their office. Despite confirmation over the phone, he appears out-of-network in my directory. I have an Open Access Elect Choice plan. Dr. Schell's NPI is [redacted] and his PIN is [redacted]. I am interested in scheduling surgery with him, but I am hesitant about potential unexpected bills.

This pertains to my father, Caryl E. K., a retiree from General Motors (SS #[redacted], DOB 11/03/[redacted]). Job and Family Services is requesting financial information, including bank account details and a QIT account for LTC expenses. I specifically need to know the monthly health care premiums for my parents, Caryl and Sharon K. Thank you, Jessica F., POA for both Caryl and Sharon. You can reach me at [redacted] for a phone call or email.

I have been attempting to contact someone for the past two months with a question. I am a new member covered through the MMAI program. I am inquiring about my sleep doctor and whether he is grandfathered in. He has been treating my sleep apnea and restless leg syndrome for three years. I also use oxygen with my CPAP machine at night due to hypoxia. My annual visit is scheduled for February 10th. My doctor operates out of a clinic in our local hospital, and since my home health supplier has joined your network, I would like to confirm if I am still able to see my sleep doctor without traveling over an hour away. Thank you for your assistance. - N.S.

My husband has Aetna insurance through Thomson Reuters and prescription coverage through CVS. He attempted to get a shingles vaccination but faced issues with coverage. Despite being informed that his CVS insurance would cover it, the shot was rejected at Target CVS. I was then told his Aetna medical insurance should cover it, as he had met his deductible. However, coverage was denied again. I urgently require guidance on obtaining authorization for the shingles shot. Please reach out to me at [redacted] to provide detailed instructions. If any specific card or information is needed, please send it promptly. I can be contacted at [redacted] if necessary. I am Patricia Elovich, his wife, and can also be reached at [redacted]

While in Brazil, I experienced severe stomach pain, prompting my doctor to order multiple tests. At Hospital Sírio Libanês in São Paulo, I covered the initial tests with my debit card. I'm unsure whether I should pay for the upcoming tests and seek reimbursement or have the hospital bill Aetna directly. I'm concerned because I used my debit card instead of a credit card (my credit card was blocked for security reasons). Any advice on this matter would be greatly appreciated.

Member ID: [redacted]00 Marketplace ID: [redacted] Enrollee: Maria Diez-Gutierrez Contact Number: [redacted] Last Day of Coverage: 05/31/[redacted] Reason for Termination: Must Be Changed from Non-Payment to Client Cancelled Hello Customer Service Team, I am reaching out to ensure my records are accurately updated in your system. Here is a summary of my recent interactions: 1. May 18 - Contacted concierge to update my file due to automatic switch to Medicare. 2. May 18 - Spoke with Juan Carlos Echiverri from the Marketplace, who confirmed my account was already updated. 3. June 1 - Informed AETNA Concierge of my Medicare switch and cancellation of policy. 4. August 6 - Received termination notice for non-payment, which was inaccurate. 5. August 16 - Engaged with AETNA Concierge Madeline and Sergio to address the incorrect reason for termination. 6. Contacted Juan Carlos Echiverri again, who indicated my account was already updated. 7. Spoke with AETNA Concierge Angie and MarketPlace Emilse Lancaster to request correction of the termination reason to "Cancelled by Client." I kindly request that the AETNA system be updated to correctly reflect the reason for termination. Please resend a mail notification with the updated reason. Thank you for your assistance.

I have paid way over my deductible and still, my medication gets no help. I take 56 Suboxone films a month, and despite multiple calls, the issue remains unresolved. I was incorrectly informed that my meds would be covered the next month, but the problem persisted. I was misled into believing I had a $0 deductible, only to realize none of my payments counted towards it. I have spent over $[redacted], borrowed money, used credit cards with interest charges, and sold personal items. This situation, where CVS owns Aetna, Silver Script, and CVS Caremark, is frustrating. I am seeking a resolution and a refund for the undue expenses I have incurred.

Recently, I received a letter from Aetna that was sent to me two years ago containing a check for over $[redacted] made out to William C. Reyes. Unfortunately, due to being frequently hospitalized, my financial situation is dire with only a $29 payment for the next two weeks. I fortunately stumbled upon the letter and am now reaching out to Aetna for assistance. Your help in this matter would be greatly appreciated. Thank you sincerely, W. Reyes

I suspect that I scheduled a physical therapy appointment with someone who falsely claimed to be a PT therapist. I assumed they were the usual therapists I see because I was referred by my primary physician and provided them with my insurance and Medicare details. I have already informed Medicare and they are looking into it, but I wanted to seek advice on how to proceed. The call was supposedly from Phoenix PT in Maryland, but the number did not match their official website. I intend to review my Medicare statements diligently and advise against making any payments to this establishment. If there are any additional steps I should take, kindly reach out to me. Sincerely, Debra C.

I am the DPOA for my 94-year-old mother. I have contacted Aetna over 6 times regarding the December [redacted] Nursing Care Facility Benefit for my mother's LTC policy [redacted], which has had uninterrupted claim payments until now. The usual direct deposits by the 5th of each month haven't been received. Despite the friendly and professional responses from the personnel I've spoken to, including attempts to reach Jenese Colaric, whose responses have been unhelpful, there have been no satisfactory answers. Even after emailing Jenese directly, the issue remains unresolved. The customer service representative mentioned that the claim was denied without providing a reason, which is concerning given the history of timely payments. Aetna's reputation should entail better communication and transparency in handling such matters.