Posted by Kevin
IVR system is not allows to speak to customer service, by mistake if they pick also they hung up the call in very next second, one of the best worst customer service.
Aetna customer service reviews
Read the reviews below to see the experience other people have had when dealing with customer service from Aetna.
11
Dec
05
Dec
14
Nov
Posted by PROVDER
Provider cutomer service will NOT allow a provider to speak to a customer service representative AT ALL. only will give recorded/IVR info & refers you to the website NAVINET, which also does not supply contact (PERSON) info... If you have a question you are out of luck. You cannot assist the patient if they have questions about how the insurance paid a claim. or if the claim paid incorrectly.
05
Sep
16
Aug
Posted by Me
Aetna is money sucker insurance company!!! They didnt pa my bill and they just paid 100some dollars of my 800$ bill amd they keep getting lots of money on my paycheck!!!! Eo when i call them they just basically trying to say that ueah were just collecting money!!!! Sucker!!! Id rather pay my bill in cash and save up those money that u collect on my paycheck rather than be in your company!!!! I hate these mf insurance company!! Dont get aetna!!!
29
May
Posted by Headache
DMO...PPO??? I switched from DMO to PPO so I could get the *** away from Monarch Dentistry. All I wanted was a cleaning which was countlessly rescheduled because they could not keep a hygienist at the location near me. (So much for the routine 6 month cleanings). After finding a dentist that actual takes Aetna, I was DENIED the cleaning after a oral exam and referred to a Periodontitis. Unfortunately all the Periodontitis listed on the so called Aetna website are no longer at the locations shown. WHAT A NIGHTMARE! And I pay them for this???? As a part of an employer group plan, I have no other choices but to deal with Aetna. I really hate the healthcare insurance system in this country. For the greatest nation on Earth we sure suck when it comes to taking care of our own.
04
Apr
30
Mar
Posted by [email protected]
I can't even begin to tell you how horrible dealing with the people at Aetna FSA Customer Service are. Waiting forever...Never get a name or call-back number....If you can get an answer, you get contradictory answers from every different person you talk to and you can never talk to the same person twice... Rude... Uninformed.... Don't know how to do their job... Don't know the federal regulations... Just horrible... I gave up on over $1,000 of legitimate FSA claims because I didn't have the energy... If you have any choice whatever, stay away from Aetna...
15
Feb
Posted by Randolph791
02/15/13 2:35pm
My name is Randolph Williams. I just started receiving
my Medicare part A and part B on 01/02/13. My no.
is . I just started go to the CVS pharmacy
on 6514 Georgia Ave NW D.C. Their phone no. is 202 829 5234. Before I started dealing with Aetna I dealt with Safeway accross the Street. I am Epileptic and I take Keppra. I have not had a seizure in over a year.
You said thatmy Aetna coverage would not start until March 2013, and you sent me another card with an
I ONLY HAVE 2 DAYS OF MEDICINE LEFT because either You or CVS cannot get there act together. I hope I don't
get sick because of the stress and lack of medication.
I would appreciate your help. I will send this same message to CVS
21
Jan
Posted by riky
Horrible insurance company. whenever i tried to reach them to a Contact Us # for Medical phone keep ringing - only company in my knowledge i have experienced which does not even have a welcome recording, no routing, nothing keeps ringing. Also incase let's say they are closed does not have a recording that they are closed today due to holiday....
10
Jan
Posted by Photoman9
Bad Bad Aetna! This is just a complaint because realistically i do not have any feeling they will improve. I just recently was price gouged overcharged for prescription drugs. I called them to ask for a refund and they said due to my employer changing the date of the start of my plan that their was nothing they could do. I call B### C#### on that answer especially after it took almost 2 1/2 hours on the customer service line with them and four differrent member service Aetna Staff member two from Pharmacy Mgt. Summary of what happen to me. Employer charges me approx. $750 month for med / dental. This year 2012 the employer decides to pay less and have employees pay more. my old plan ended on Sept 30, 2012 so I assumed the new plan starts Oct 1, 2012. It does but not for co-pays on prescription drugs. Heres what changed and happened. New plan has $250 deductible co-pay on brand drugs so i pay this fisrt time for me $250 over two months when i order and pick up my prescription drugs. Ok I am not happy since my monthly cost has gone up and I pay more at the beginning of my plan year on co-pays. Here is the kicker I just paid another $250 co-pay beginning 2013 January and the reason aetna claims is beginning each calendar year a new Co-pay is due $250. So in summary I paid $500 Co-pays prescription drug and by the way it is the same drug in a four month period and apparently it is ok with them because in America the little guy get C###ed on and large medical insurance or providers get wealthier and continue this unfair system.
It would be nice to pick up the whole company and dump them in the Boston Harbor to make a point. I can only hope that enough people get screwed that they stand up and fight the special health insurance lobby. If you have a choice don't select Aetna as your health provider. They Suck!
06
Jan
Posted by Anonymous
School districts in New Jersey offer Aetna and BCBS plans for employees to choose from. While Aetna is a bit higher, for almost the same coverage, across the diversity of plans (guess they did not do a good job on bidding), it is a reasonable difference.
However, a tactic that is used by local School Districts makes it cost prohibitive to select any Aetna plan. Specifically, the local district will only pay up to the amount of the Direct15 plan (BCBS) and the employee is responsible for the entire (100%) of the difference, not just their percentage if they choose any other plan.
So, for example if an employee is in a tier that they have to pay 35% of the monthly premium, and BCBS is $ 1,000 a month (not really, however its an easy number to use), then the employee has to pay $350. In the same example, if the Aetna plan is $ 1,100 a month, you would expect that the employee would have to pay 35% of the $1,100 or $385 (only $35 more per month)
However, with the local education rule that they only pay for BCBS Direct15 plans, require you to pay 100% of the difference in the plans, so the employe has to pay the $350 (35% of $1,000) PLUS the full difference ($100) of the difference of the BCBS Direct15 and Aetna Freedom 15 plan, or $450.
So, if Aetna is trying to figure out why their business has dropped off, it's because the local education boards have rules that make it cost prohibitive to have a real comparative choice.
06
Dec
Posted by Jan
I was the Vietnam CEO of Avery Dennison Vietnam. The company had Aetna global cover. Every single time I went to the clinic the billing instructions changed. There was absolutely no clarity on the deductibles. Making matters worse the claim settlements actually cost more to me in bank charges than the value. I therefore informed Aetna to change the payment to a single bank transfer comprising settlements for 4 years. It has taken me 5 years and I am unable to get the settlement from Aetna. Still chasing. The Aetna service is the worst I have experienced in my life and borders on harassment.
02
Nov
Posted by mc
Aetna is SCUM. I'm a pretty healthy person and have been to the doctor twice in five years. I just went to visit a dermatologist to get a diagnosis for a skin condition (I called their customer service department TWICE to make sure I didn't need a referral from a primary care physician and was told no) and got a letter from Aetna a few weeks later saying I had EXCEEDED MY MAXIMUM NUMBER OF DOCTOR VISITS. This is the first time I've visited the doctor in over a year. Amazing! I talked to their customer service person who she could not understand it and there was no reason for me to be denied and she was putting the claim back into the system.
I truly believe Aetna automatically denies EVERY claim that comes to them and then sends patients into a red tape hellhole in the hopes that eventually patients will give up and have to pay for it.
26
Oct
Posted by JSY1221
I am the Financial Controller and H/R Director for our company. We were with a wonderful PEO called Oasis and had Aetna insurance. We changed to a PEO called SOI and once again have Aetna insurance but we are listed under a different employer and group. Our previous plan ended 09/30/2012 as our new one began 10/01/2012. In order to not be viewed as having "pre-existing" conditions for non coverage, all the employees must submit to me their form that shows proof of prior coverage from Aetna via the employer Oasis. Once I receive that, I must send it to our new employer SOI so that they can in turn forward to Aetna to prove that they had coverage. Yes I know that sounds stupid and it is, but what is even driving me nuttier is that I personally cannot get my proof of prior coverage to send because Aetna HAS NO IDEA WHAT THEY ARE DOING. They have till 10/30/2012 and then I am filing formal complaints with as many agencies as possible. I have contacted Aetna at least 10 times and they still cannot do their job. Overall Aetna is crappy. This proof of prior coverage will hold up all my son's claims and he has Crohns Disease...Aetna you stink!
12
Oct
Posted by Ken
My wife just informed me that a prescription is being held up because of a computer glitch. Apparently, no one there can override this situation to push it through so we can get this script filled. When my wife told her that we're a little tired of having to pay up front and wait for however long to get reimbursed, the "customer service" rep dismissed her with something like, "Hey, it's America, and everyone has it tough these days." A good company deals with mistakes and works around them to keep customers happy, and not-so-good companies just don't want to bother. Aetna appears to be solidly within the latter category.
10
Oct
Posted by Philly_Loner
Aetna ripped off consumers!!!Warning!
After performed surgery for a month, I received a bill of $14,347 from the hospital saying the insurance denied the claim. I contact Aetna and spoke to the customer service. She told me the claim was pending due to not receiving the Pre-existing Condition Survey from the Surgeon. After a few months, I contact Aetna and they still saying the claim was pending. I told them to fax me the Survey forms and I will bring them to the Surgeon myself. They said I can't do that. What can I do? I don't have controlled over the Surgeon. Even prior to the surgery, the Surgeon has authorized from the insurance to move forward with the surgery. Now, I'm confronting a bill that I can't afford to pay.
06
Oct
Posted by Fred up
Aetna can kiss my -ss! This company pays for squat! We were forced to use this company because of my husband's employer. We have had to change a bunch of our Doctors that we've had for over 10 years because they do not accept Aetna. They won't take Aetna because it's such a hassle to get them to pay an entire bill! We did get to keep our Dermatologist, but we just received 3 bills for basic procedures that were have never had to pay for under any other insurances that we've had. Of course when I tried to contact them about our bills, I could not speak to an actual person! Aetna you freaking SUCK!!!!!!!!!!!!!!!
03
Oct
Posted by Anonymous
Hi my name is Matt Leonard I currently work for my father Tom who runs his own business. I write you today to say how disappointed I am in Aetna. I recently had a dental emergency getting front tooth knocked out. My dads company use Aetna as there insurance provider. So I had to go to one of the dentist that Aetna provides. The people at Eastern Dental in woodbury Heights to be exact. Told me I needed an implant an the tooth was to far gone. Not only did they not look at it properly they sent me home with an open wound in my mouth for a week an then to come back for a temp.I left wanting to hide in my room for a week looking an feeling horrible. my gf took me to her dentist Sharon Verdinelli on mantua pike an she not only saved my tooth but gave me a temp. right then an there. My problem with Aetna is you don't cover my insurance there. So I'm stuck paying the $1800 on my own. But its better than paying $4500 from the Quacks Aetna sends me to and which the insurance dose not cover implants anyways. My last thing I want to say to Aetna is one day I will inherit my father legacy and I can tell you who I will not have for my company's Insurance. Do your JOB before you send people to Quacks like that.
03
Oct
Posted by RLL
DON'T RELY ON AETNA SUPPORT PHONE PRE AUTHORIZATION! I DID AND NOW AETNA HAS DENIED $1,400 WORTH ON ALLERGY TREATMENT AND TESTING SAYING IT'S PREEXISTING! FIRST TIME EVER TREATED FOR THIS! THEY ALSO SCHEDULED A PHONE HEARING ON MY APPEAL AND NEVER NOTIFIED ME!!
NOW, THEY'RE SAYING, "SORRY, OUR PHONE SUPPORT SOMETIMES MAKE MISTAKES". FILED COMPLAINTS WITH STATE, ETC. THIS JUST ISN'T RIGHT! SO I HAVE TO PAY BECAUSE THEY CAN'T TRAIN THEIR PHONE SUPPORT PEOPLE?
26
Sep
23
Sep
Posted by Sharon
So Aetna has just conveniently decided that they are not going to cover a drug that is used for multiple diseases because they are saying it is experimental even though the FDA has approved it for the various disease. How can they do that. If they company did clinical studies to prove the drug is safe and effective how can Aetna say they are not going to pay for it? If you have multiple sclerosis and cannot tolerate steroids this drug can help people walk and live a more normal life. How can Aetna deny these patients.
08
Sep
Posted by Jeff
The short answer: ABUSIVE PRACTICES
I'm about to have a major surgery (3 days from now.) I just got a letter in the mail from Aetna stating my hospital has left their network a week ago and we'll have to pay more.
Nice job taking advantage of someone about to have surgery you (explicative) jerks. No advance warning was sent. If I hadn't opened this letter in these last hectic days before the surgery I'd have no clue and would go through the surgery oblivious only to get shived by Aetna after. As is I think I'm stuck paying more anyway, as its an unusual surgery and there's no one within 1000 miles who has a similar competance to the surgen we picked out.
I'm so pissed off with them right now its hard to type.
