Posted by Rehoboth Beach DE
Outsourced to Phillipines. Very Poor service. I am switching back to BCBS.
Aetna customer service reviews
Read the reviews below to see the experience other people have had when dealing with customer service from Aetna.
16
Aug
06
Aug
Posted by cantstandaetna
They have the WORST customer service and are absolutely useless (again, this is my opinion, based on previous experiences!). They cannot resolve issues and it is impossible to speak with a LIVE Supervisor or have someone call back! Wake up AETNA! I hope that no one buys your plan for 2013!!! Miserable!!
03
Aug
Posted by Frustrated
The 800 # listed above is also not working. After pressing "0" it goes to complete silence, no automated voice, no live person, no clicking, nothing but complete silence, zilch, nada. Not even a prompt. I have trying to contact them for sum time trying to locate info on a "supposed" claim in 2008! I am just now recieving, claimed I owe. There is NO contact info I can find anywhere! I haven't this ins since, ironically, same year & month I'm showing claim! Btw, since I've been typing this the complete silence after pressing "0" still has me on hold, 15 min now. I will now begin a search for filing a complaint, preferably with the 2 companies listed by previous commenter, and end this nonsense of trying to contact this ins for a simple information search! Thk u for nothing Aetna.
26
Jul
Posted by Sisyphus
Customer Service designed by Franz Kafka. T Moved from one computerized loop to the next, and to the next. I started over, and finally reached a real person, who then directed me to an 888 #. Yes, you guessed it... back into the labyrinth of automated loops. Just horrible!! Still don't have my answer! They should include a statement, "if you are incensed at the indifference and mind-numbing ineffectiveness of this system, please press "6".
23
Jul
Posted by Worked in the biz
Complaining to Aetna is useless. If you want to hit them where it hurts you can file a complaint with two agencies:
Every state has a state agency that accredits insurance companies. in florida, that is Agency for Health Care Administration. if you file a complaint with your state agency it could start an colonoscopy that will be most unpleasant.
Next is National Committee for Quality Assurance. NCQA. They accredit these fools. Complaints to NCQA will jeopardize their accreditation.
Hit them where it hurts
11
Jul
21
Jun
Posted by Anonymous
DO NOT USE AETNA!!! They are the worst. I have never my life had so much difficulty with one insurance company. When I went to go get my meds the 1st time using them, it cost me $600 just one of my meds. How in the world does one med cost $600 when that person has health insurance. When I called them about it they told me to use common brand b/c it's a lot cheaper and gave me names for these so called common brand. They didn't know anything b/c these brands were completely different types of drugs. But were nice enough to send me a discount card (up to 30% off) so when I went to get another med it cost $65 w/out the discount card and I thought to myself "no problem, I'll just use my insurance and my discount card" and you know the price was using both aetna and the discount card "$100"!!! How these people are still in buisness just boggels the mind. My advice paying for you're own insurance outside aetna, regardless of what company you work for, is of a lot cheaper.
16
May
Posted by anonymous_too
Clearly the previous post is not from a physician. I have recently dropped Aetna because of the same complaints of previous posts. Interestingly, the last post sarcastically addresses doctors not doing their due diligence in locating phone numbers and the Anonymous poster lists a number. I called the number and it's for behavioral credentialing. So, Mr. or Ms. Anonymous, get your facts straight before misleading people trying to be productive and get work done. There is no published number for provider relations. Even the number I have on my contract for provider relations leads you to cust service in the Philippines and requires a member ID to get to anyone. Aetna is shady which is why they lost their class action lawsuit in early 2000s. They were mandated to follow CMS and CPT guidelines, yet they still discount 3rd and subsequent procedures to 25% which is not CMS guidelines. Physicians need to educate patients that Aetna is unethical and to seek other insurance. Fear is why physicians often don't stand up to an insurance company. Educate your medical colleagues as well as patients and Goliath will fall.
10
May
Posted by Anonymous
I read all of your comments and researched the credentialing dept. myself for the provider I work for. It took me less then 10 mins to get a hold of a live representative and was given a correct phone and fax #.
here's the direct line to Aetna's credentialing department: (800)-999-5698
And next time,doctors, do a little research before you start complaining.
03
May
Posted by consultant
I have called provider relations 5 times, just to get the fax number to send demographic changes in for my new office location. What happens if they never get the new information, will my claims be denied???? This is so flustrating how can one company be so evasive and still be in business!!!! Shows us who is really running the medical field.
26
Apr
Posted by Marilyn
Yes.I agree with the doctor's comments. For almost a week, I have been trying to get a hold of provider relations regarding my re-credentialing process. The phone # I was given will not allow me to talk with a human representative. I feel extremely frustrated. One of the questions I had is what is the reimbursement for services I provide. I also wondered about participating in the Aetna EAP program. Please email me or call me.
25
Apr
Posted by physicain
I have tried since 3/21/2012 to speak with a provider rep with Aetna. I can't get a call back. There is no direct number, you speak with customer service, they are suppose to send a "inter office memo" and then they will call you back..right....This company must be a BIG mystery...they don't want you to find anyone in their system...only numbers you will find as a provider is customer service..and then you get a recording and maybe, if you say the right word, they will so "I didn't understand you, let me connect you to a Aetna rep" who knows NOTHING about your problem and will send and "inter office memo" so I see all the complaints from Aetna's customers, well, as a provider, with a contract, this is the worst insurance company to deal with. Again, this company must be a "BIG mystery...I can't give up, because if I do, hundreds of my Aetna Patient's will have to find a new physician...this SUCKS!!!!!!!!!
Since they reserve the right to modify this memo, don't know if it will get printed or not...Oh Well
27
Mar
10
Mar
27
Feb
Posted by jy
The first time I've dealt with Aetna being recently employed with one of the largest companies in the United States with and with selecting the highest coverage possible I wait for over 30 minutes on the Member Services line and still no one available to ask a simple question. Pathetic.
15
Feb
Posted by CJSMITH
I have Aetna RX supplement to my Medicare in Fla., which I just joined Jan. 2012. They have sent a form letter denying my purchase of insulin needles. I called and was told I can't buy needles without buying insulin, too. I use small amounts of insulin twice daily (2 needles) If you do the math, I use twice as many needles as I do insulin vials. At this rate, the insulin will expire before I have the chance to use it all. No one at customer service could recommend a solution. For this I pay $86.00 a month premiums and a co-pay.
14
Feb
Posted by Anonymous
Aetna RX Home Delivery is deeply disappointing for me. Repeated calls to customer service and pushing up the ladder to supervisors hasn't made a difference so far. Urgent medicine orders put in for special rush delivery have yet to be delivered. I don't trust this company's ability to quickly make things right when it slips up. And slip ups matter when medicine is involved.
05
Jan
Posted by Anonymous
Dear Aetna,I am a employee of General Dynamics Land Systems in Iraq.I was injured from a fall from a Abrams tank.I have seen a doctor and also have a incident report from my supervisor.The doctor thinks that my rotator cuff is injured and my shoulder is seperated there were no x-rays taken because ther is not a machine here at FOB Hammer Iraq.I know that short and long term disibility is payed by my company,but I was told to get with AETNA to see what I must do get the paperwork nessasary so that I can get whatever is needed to be done for my shoulder.If someone could please as soon as possible respond by e-mail I would sincerely appreciate that.My e-mail address is [email protected],my employee # is L994393 Thank you in advance for any and all information that you can assist me with so I can receive the medical care that I need.
27
Dec
Posted by Unhappysubscriber
I have had a terrible time getting my prescription delivered from Aetna even though I placed my order 16 days ago. I spoke with three supervisors and none of them were able to track the prescription. They told me I could call my physician and have the prescription overiddden, but that I would have to do all the work. I have had bad service from Aetna before, but their unwillingness to help when I was out of all my medication is just aweful. I can't believe Aetna has such poor customer service!
27
Dec
Posted by Mazkot
I'm currently battling an issue with them on account of my fiance. They gave me a list of doctors I can send her to for Epilepsy. When I signed up for the insurance they gave no information stating that I had to send them three different forms of proof that she lives with me. I didn't get that info til they sent me a piece of paper telling me my claim was being denied. I only got that information after I called them to ask why my request was being denied. I sent them the information they said was required and now they're trying to say that her condition is preexisting and they can't cover it. I called them about it and they said the doctor filled out the letter wrong before sending it back to them. I called the doctor and had him correct it and now they say they haven't received the FAX. I just got off the phone with the doctor and he did send it last Monday.
20
Dec
Posted by Rosemary
Aetna will do anything to get out of paying.They claim to send out checks and then claim because THEY sent the check to the wrong address on purpose you have to wait in case someone has cashed the check.They also say the bank delays in confirming info,codswollop,if they withold cash from everyone think how much they accrue in interest.Why doesnt someone investigate these crooks and make them own up to their mishandlings.We now have waited for the check since before thanksgiving,and now its almost Christmas I asked do you plan to send it for Easter?
08
Dec
07
Dec
28
Nov
Posted by HadCancer
Absolutely the worse service I have ever experienced. I quit them and took a different plan that cost me more money. Today I get a notice from a doctor on their approved list that they are going to send a bill to collections. They have already ruined my credit. Since they are an ERISA company i can not sue them. I t6think that is exactly why they give such lousy service and deny legitimate claim. I had a nerve conduction study done which confirmed I had polyneuropathy. Aetna denied claim as experimental. They say doctor coded bill as hereditary nerve damage. Now how in the hell do they get experimental out of that.
22
Nov
Posted by yousuck1
You think this company sucks for members? Try being a provider. You cannot reach anyone in provider services. You get the ivr and then when you request to speak to a real human being it "pretends" to transfer you then hangs up on you. Great Provider Relations right there! Ha! I wish my company would cancel our contract with them. This company is almost as bad as Anthem. At least they give the run around and don't hang up on you.
