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Aetna is a nightmare. Their IVR systems will not connect you to a live rep to inquire how a claim processed or why a claim denied. You can no longer speak with a live rep regarding detail questions pertaining to benefits. At one point option 3 on the IVR recording was pre-cert department & that has been replaced with contact info. What is Aetna doing? Paying claims wrong, keeping premiums, and don't want to speak on it....SHAME!!!


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