Aetna
Reviews and Complaints

Whenever there is ANY issue you should 1st call your PLAN SPONSOR'S REPRESENTATIVE.
You can call your human resources department of the employer the AETNA insurance is through.
Ask for the insurance benefits specialist & ask them why your employer chose AETNA - explain how
they may not want to go with AETNA as an option for the next open benefits registration.

The liason may be able to get some action.
This really freaks out everyone at AETNA because they risk losing the contract ;)

I to spoke with this Audry lady. I have to agree she is the worse customer service person I have every been in contact with. I am angry, that it states something right on the EOB and she reads it to me and then says no we don't do that. What the heck!

My doctor called in my RX on August 24th and still no meds onSeptember 11th. Aetna told me Meds mailed on Sept 3rd and after nine days zip. They claim it takes two weeks through postal service. Even 3rd class beats this. I can walk to Kansas City in less than nine days. They lie cheat and their customer snervice{no typo] mensa members cant find their rear ends with two sharp sticks. I will be lodging a complaint with the Montana Attorney General and the Insurance comission. My funeral should be over by then. Aetna you suck.

Go to the ER every day for your medicine... every single day... they can't deny ER visits b/c it's subjective aand according to what you call an emergency... you'll definitely end up on a report to the higher ups... then they'll call to "manage" you... then they'll solve your problem b/c it's costing too much to keep paying ERs:)

Whenever there is ANY issue you should 1st call your PLAN SPONSOR'S REPRESENTATIVE.
You can call your human resources department of the employer the AETNA insurance is through.
Ask for the insurance benefits specialist & ask them why your employer chose AETNA - explain how
they may not want to go with AETNA as an option for the next open benefits registration.

The liason may be able to get some action.
This really freaks out everyone at AETNA because they risk losing the contract ;)

I have been trying to get them to pay a diagnostic mamogram and ultra sound since 07/2012, . The hospital states they billed as diagnostic and Aetna SRC keeps on telling me the hospital did not and they paid there $100 towards wellness for the year. I have been going back and fourth with them and the hospital and now of course the bills are on my credit report which really pisses me off.

I am going through the same hell right now. My coverage ended last Aug/Sept when I had new insurance through my school and went from full time to part time. Now suddenly they are charging me for insurance that I did not sign up for, and they are dragging their feet on the refund process. Has anyone even reviewed my case yet? Prob not. Yet they keep taking my entire paycheck. I've filed a complaint with the BBB. There are also state insurance depts we can file claims through. My employer, CVS also won't do anything to help me. SRC doesn't return phone calls despite their claims, and I would think they are violating the law by re-enrolling people who's coverage was terminated without their permission. The worst part is being powerless to do anything. Hopefully the BBB can help. I encourage everyone to contact them and their state insurance dept.

Aetna SRC is a fraudulent insurance company! The people who work for them are as crooked as the company itself and they will break federal law to keep your money! They deserve to be investigated and put out of business for taking advantage of their clients. I have a letter stating my coverage ended 5/15/11, but I was billed on the 29th and two weeks after that. I received a letter confirming the date that my coverage ended was 5/15/11. When I called SRC to get my refund for those two payments, they told me that those payments were legit and that the letter I received was in error. So, I have a letter stating "THIS IS YOUR PROOF OF COVERAGE" with FEDERAL REGULATIONS WRITTEN IN and when I spoke to them, they told me that letter was not legit. Do you think I got a second letter fixing the date? Absolutely not. This company is operating far outside the acceptable realm of ethics and unfortunately, they're going to keep getting away with stealing hard working people's money. They deserve the worst.

SRC, AETNA IS THE WORST! I just got off the phone with these people and they want pre-existing conditions from 1 1/2 years ago for blood work! They don't even want to pay for blood work! HAHAHAHa what a joke! I don't want to be mean, but if you ever consider getting SRC, Aetna, you're going to pay out the wasooo for all of your "benefits". Thank GOD I'm no longer with them.

Which is why we should have total control over our healthcare. You think SRC is bad, wait until you have to fight the government for your claim.

To SMART ENOUGH TO READ MY PLAN, if you would have actually read some of the threads you would know that the major problem is not that people understand or dont understand their coverage. I had an emergency room visit because I had a serious strep infection, there is a grey area on my plan that says it has to be an emergency to visit the emergency room. At first AETNA said that it was covered and that my situation did fit an emergency. However after a year and a half of getting billed and sent to collections AETNA still did not pay on the bill, after almost 2 years they said that my case did not warrant an emergency room visit. Good thing I recorded my first call, I played that back for them and in about 2 month's they finally paid the bill, the only problem is my amount built interest from being overdue then collection costs came into play by the time they paid their original chunk 350 dollars my chunk of 150 dollars went up to almost 600 dollars, looking at it now I would have been better off being uninsured and paying for my own bills, I would have saved money.

Maybe if you would try to read your policy you would know what was covered and what was not. Everyone wants to complain about what is covered and what is not but will not take the time to read their own plan so they would be aware of the cost before. GET REAL EDUCATE YOURSELF AND QUIT BLAMING EVERYONE ELSE BECAUSE YOU ARE TO LAZY TO READ YOUR OWN POLICY...

It's no better with Aetna SRC here in Florida. Had my daughter in the hospital this weekend, and then had to make a followup appointment, and was told by the hospital and doctor both that she wasn't covered under my Aetna policy, but when I call Aetna, she shows as covered. Aetna keeps saying the doctor and hospital are calling the wrong phone number. Well geez, it's the number right on the front of the card. Also had my husband in the hospital for an emergency heart cath, and was told Aenta wouldn't pay because it was more than they allowed for the procedure. Hate Aetna. I'm going to be making hospital payments for years because of them.

Joanna,

You have my sympathies. It took me well over a year and a half to get one bill paid for a surgury that was already preapproved and everything was in order. I checked several times, and helped to coordinate benefit coverage myself. We paid well over the total out of pocket expense for the entire family for that one surgery. I could go on and on but I won't as I get irritated just thinking about it.

We eventually left the company and the employer who carried Aetna, due to the poor service; both through customer services reps and claims adjusters. Unfortunately, the employer was no help either.
If you have an employer, you might see if there is someone in the HR department who can act as a liason on your behalf. Otherwise, you might try file a claim with the insurance board and/or the Better Business Bureau. You might also write a letter to a higher up in Aetna's home office in Lexington, KY.

Regardless, it will help your case to keep notes on who you speak with including the name, date, and time; whether it is Aetna or a service provider. It will help you prove your case. I always did this as well as the providers involved. Unfortunately, Aetna seems to not keep such good records.

I am now working on two claims that Aetna has decided to readjust, one of which is over a year and a half old. This has proven to be a pattern, in our case. As we are "no longer in the system" and are no longer members; Aetna can not help us. Wish me luck and good luck to you, as well!

Aetna SRC is the worst insurance I have ever dealt with. They cannot find me in their database! Well they do not have problems locating my information to send bills. It takes more than 3 month to order the medicine through their specialized pharmacy and they cannot even verify that I am a customer. I am insured through my husband's employer. And we pay a lot of money for what we are getting. It is the most frustrating experience ever. Can I file a complaint, so they are investigated?

New York, NY

I am in my third year of chronic illness that has caused me persistent fever; constant pain; heart, thyroid and adrenal dysfunction; breathing difficulties; joint inflammation; foot, ankle and leg pain; difficulty swallowing; numbness; depression; confusion; anxiety, sleeplessness, etc. I have "objective" testing that has garnered me each of these diagnoses, simultaneously: Lupus, Rheumatoid Arthritis, Persistent Endometriosis (despite surgery), Adrenal Failure, Babesiosis, Bartonella, Lyme Disease, sinus tachycardia and arrhythmias, Morton's Neuromas, Hashimotos, Depression, and GADD.

Nonetheless, Aetna, along with my employer FedEx Services, have continued to deny every claim and appeal. I even tried to return to work at one point, but FedEx turned me away due to the fact that I had a PICC line in my right arm for IV antibiotics (it was hidden beneath my clothing).

How is this possible? How do these people live with themselves? I have spent hundreds of thousands of dollars on medical treatments and am now deeply in debt and facing bankruptcy and the possibility of losing my home. My family is now broke, and my brother recently took his own life, in part, due from the stress of this enormous injustice.

Please, SOMEONE at Aetna must have some ounce of humanity left in their soul. Whoever you are, please speak out before thousands more like myself die as a result of this abject injustice. We are as human as you, as your mothers, as your fathers, and as your children. This cannot continue. Just because you are member of a terribly corrupt company, and not country, does not make you any less responsible than the SS officers of Nazi Germany who believed their fellow brothers and sisters to be less than animals, and thus undeserving of life. The bodies are piling up, and speaking out will not cost you your life. Yes, it may cost you your job, but you can find another job. These victims will not find another life, and many of ours are ending because we can no longer afford medical help, clothing or even food. The government is overwhelmed and Social Security has been pushed beyond its limits, all because you continue to remain silent while the atrocities pervade.

Be a hero, not an accomplice. It's not too late, but before you even realize it, it may be, and by that time, you could even be among its victims.

Whenever there is ANY issue you should 1st call your PLAN SPONSOR'S REPRESENTATIVE.
You can call your human resources department of the employer the AETNA insurance is through.
Ask for the insurance benefits specialist & ask them why your employer chose AETNA - explain how
they may not want to go with AETNA as an option for the next open benefits registration.

The liason may be able to get some action.
This really freaks out everyone at AETNA because they risk losing the contract ;)

You can also keep going to the ER ;)

I am with a man who I THOUGHT I was going to be marrying. The problem is, he is already married! When I asked him WHY he won't get a divorce he made up every excuse in the book. then i find out from his WIFE! He is on her insurance policy and has been for a long time. They have been separated for the past 15 years and his address is at another place other than hers. Is there anyway they can prove he is no longer living there? HELP!

Still waiting and now in the appeals process. I have had to go to an attorney to do a bad aith claim against Atnea as i will not be able to supplement my income right now with my conditions. I even had a enw MRI which showed even more damage to the spine with dissicated disks, fissures, and athrophy of the facet joints. I am out of work indefinately as I can not even lift 10 pounds. This is just the lumbar spine. I have still to go for a newer MRI of the cervical spine. Ortho doc says one thing at a time. By the time this is over my credit is ruined, my home is in jepordy, and my family is suffering. I am now forced to use food stamps and try to get medical through the state plan here. Degrading and embarrassing and quite the situation. This does not have to happen to people. After reading all the complaints on this board I realize that I will more than likely never see a dime from aetna cause they pay you they wont make their profit for the month and that is all that matters to them.

I have
aetna short term diabilty and Aetna Health Insurance and let me tell you this is a double whammy. I have 3 herniaed discs in my lumber spine, 5 buldging diacs in my c-spine, 1 in my thoratic spine, spinal stenosis, degenerative sisc disease.

I have been out of work since April 7th 2009 and have only recieved 1 payment from Aetna which took over 6 weeks to get. I too can not afford an attorney as I am not working and also a single mother. We are going to loose out utilites this week and there is nothing I can do about it.

Since I am on family medical leave at my job and going on long term leave I will be loosing my medical insurance this friday. My doctor requested a MRI last wens. but the Aetna Medical insurance is requiring more information before approving the MRI. IAetna short Term will not consider my claim with out this MRI and there is no way it will be done by Friday.

Basically, I am going to loose everything, my home, everything!

Bottom line is Aetna is in the business to make sure that they don't pay you a dime rather than approve your claim. theya re not there to help people in need and they don't care if you pay for their services or not. They will do anything they can to not pay you.

Hello. I am currently going through the same EXACT situation with Aetna. I have been on shot term disability for about two months. The same exact scenario. I've turned in the paperwork they say they require yet I haven't received a check yet. I am a single mother with 2 children. The only thing Aetna has done is frustrate me and contribute to further financial disarray. The customer service is horrible. The information you get may or may not be accurate so BEWARE. I depended on Aetna to process my FMLA claim and it was denied because they told me that I could wait until my next appt so I would have very detailed health info. As a result my FMLA was denied because my time expired! and there is no appeals process.. I had to fight for my job b/c now they had the right to consider the days as unexcused and terminate me! Aetna's CSRs are not proactive or knowledgeable. I recommend you trust nothing they say. Always call back and ask the same questions. Odds are you'll get a different answer. Also if you are depending on your money ... definitely find a supplementary source of income because it will probably be time for you to return to work before you see a Short term disability check! Aetna as a Short Term Disability and FMLA administrator is horrible!

My company uses Aetna. I have access to Aetna Navigator but have to re-establish myself with the employee self service site to re-choose my benefits. That's because, according to the self service rep, Aetna Navigator allows you to print cards and see status of claims but ESS lets you establish coverage. And the point would be? Let's talk about the fact that the form one fills out to create an ID on ESS has cookies that stores my SSN and displays it each time the form is displayed. Oh, and an ID that I'll use once a year, I'm told, for ESS is generated for me. I'm told to write it down and store it for future use - that would be next year at open enrollment.

Oh, and if you're a member of their HMO, you're not covered until you choose a primary care physician. They don't tell you that.

I've hated Aetna since they canceled their contract with Northwestern years ago and did not notify us. Northwestern did. While that's old news, it speaks very highly to their total lack of customer service, which has not gotten any better.

There must be something better. I pay way too much out of pocket to have to deal with poor handling of sensitive data and overall crappy customer service.

I agreed.

I called this morning for my son dental x-ray that was covered by aetna and when I talked their custome service, she was not courteous, confrontational and when I asked her I would like to talked to the manager she put me on hold for a long time and I ended up hanging up the phone.

I have the same problem with my insurance just not as severe. I have an underdeveloped lower jaw and worsening tmj problems. I meet every factor to make this surgery medically necessary according to my insurance yet despite my efforts they still choose to claim that is is a purely cosmetic surgery. The fact is that it is clearly worsening as I get older and developing new ways to affect my quality of life and ability to live properly. My doctor had warned me that all insurance companies have their heads up their [censor] around this particular issue, and I must say it seems to be very true. I got here by scouring the internet for clues and help trying to convince my insurance company. I wish you the best of luck!

I get what your saying ticked about people expecting everything to be taken care of for them. I however do not see how you relate the need of this surgery to obesity. There is now choice that you make that ends up putting you in the position of needing this surgery. It is something that you develop from your time of conception, there is no life choice here. Also why would you buy insurance if its only going to cover the little things that you could probably handle on your own? I believe most people buy insurance to cover their [censor] when something happens that they cannot afford. Like for example a ~$15, 000 surgery on the low end to fix your jaw. You might not see jaw issues as a severe life affecting problem but thats because its quite clear that you have not experienced them. Come back to say how whiny needed this surgery makes you when you can't eat because your jaw hurts after a few bites (think about that your jaw hurts so bad that even after being ravenous a couple bites in you loose your appetite), after talking for a couple minutes, not being able to eat many foods, having your jaw lock and become immobilized so you cant talk..ect. If you want to reexamine your argument and actually make it relevant to this issue please feel free.

Good point oldster! You get insurance to cover your [censor] despite your life choices thats why high risk people have to pay more!

Dear ticked - -Wow - where did you get that anger? Maybe you should ask your insurance company to pay for some counseling? I am sick of insurance companies asking their CUSTOMERS to make lifestyle changes, healthy choices - -like not smoking for example - --and then denying coverage for things like obesity surgery. You can quit cigarettes - - you cannot quit food. Sorry - -it's not as simplistic as you make it out to be. Obesity is caused by many factors - -and it's a shame that insurance companies are willing to replace kidneys, hearts and lungs of people who have abused themselves all their lives - -with cigarettes. YET - -they won't cover a surgery that will help someone change their life. My husband is trying to get the obesity surgery to help himself live a better life - -to help himself get off some of the medications he is on - -diabetic and blood pressure - -to help him live longer, to help him exercise better WITHOUT so much expense for health care - --
You can't say that about cigarette smokers or alcoholics who have ruined their organs and need transplants and other costly interventions. Most of them (at least from my experience)if they don't need or are qualified for transplants suffer eventually from emphysema, COPD, heart disease/congestive heart failure, cirrhosis, etc. I do expect our insurance company to cover his surgery - -just as they would cover any other necessary surgery.

I am so tired of hearing people moan and groan about insurance companies denying them services. What people fail to realize is that the bottom line with services that are not covered or denied for whatever reasons is that 9 times out of ten if a procedure or service is not covered it is the fault of the employer that group insurance policies are obtained through. A perfect case in point is Bariatric surgery I cant even tell you how many times I have talked to someone that is totally outraged over the fact that Aetna or another insurance carrier is denying a medically necessary procedure. I have never heard such a whiney society! First of all, the customer service rep that you call and yell and scream at because you need this surgery because you are morbidly obese cant do a thing to change the fact that this is not covered; Have a conversation with your employer if you are ticked that you cant have this surgery. I am the first to admit that Bariatric surgery is a necessity for some people but for all of you people out there that want to eat whatever you please and gain tons of weight and then have an invasive surgical procedure to fix it don’t expect your insurance to cover this. The deductible and co insurance rates as well as co-pays are no exception to this rule, the employer works with the health insurance carrier to put together a plan that the employer can AFFORD. In reality if they pick the lower co-pay or deductible they are going to pass that expense along to you in your premiums, then everyone will complain about their premiums, which again the health carrier has NOTHING TO DO WITH. We as a society expect that everything be free in life, especially health benefits. NEWSFLASH nothing in life is free and anything pertaining to the health care field is going to be expensive. Don’t expect to get insurance or health care for free because its not going to happen. It is very frustrating to take calls from members who are screaming and yelling at you about things that you cant change and have nothing to do with. So the next time that you get on the phone and are screaming profanities at the customer service rep think twice about where your anger should be directed. Your plan is mostly based on what your employer is willing to pay for and what they want YOUR premiums to be. Think about this, you don’t buy a car without first doing research on the vehicle luxuries and gas mileage you want to get the most for your money. When its time to renew your benefits do some research LIKE YOU WOULD ON ANYTHING ELSE YOU ARE SPENDING MONEY ON!

I am so tired of hearing people moan and groan about insurance companies denying them services. What people fail to realize is that the bottom line with services that are not covered or denied for whatever reasons is that 9 times out of ten if a procedure or service is not covered it is the fault of the employer that group insurance policies are obtained through. A perfect case in point is Bariatric surgery I cant even tell you how many times I have talked to someone that is totally outraged over the fact that Aetna or another insurance carrier is denying a medically necessary procedure. I have never heard such a whiney society! First of all, the customer service rep that you call and yell and scream at because you need this surgery because you are morbidly obese cant do a thing to change the fact that this is not covered; Have a conversation with your employer if you are ticked that you cant have this surgery. I am the first to admit that Bariatric surgery is a necessity for some people but for all of you people out there that want to eat whatever you please and gain tons of weight and then have an invasive surgical procedure to fix it don’t expect your insurance to cover this. The deductible and co insurance rates as well as co-pays are no exception to this rule, the employer works with the health insurance carrier to put together a plan that the employer can AFFORD. In reality if they pick the lower co-pay or deductible they are going to pass that expense along to you in your premiums, then everyone will complain about their premiums, which again the health carrier has NOTHING TO DO WITH. We as a society expect that everything be free in life, especially health benefits. NEWSFLASH nothing in life is free and anything pertaining to the health care field is going to be expensive. Don’t expect to get insurance or health care for free because its not going to happen. It is very frustrating to take calls from members who are screaming and yelling at you about things that you cant change and have nothing to do with. So the next time that you get on the phone and are screaming profanities at the customer service rep think twice about where your anger should be directed. Your plan is mostly based on what your employer is willing to pay for and what they want YOUR premiums to be. Think about this, you don’t buy a car without first doing research on the vehicle luxuries and gas mileage you want to get the most for your money. When its time to renew your benefits do some research LIKE YOU WOULD ON ANYTHING ELSE YOU ARE SPENDING MONEY ON!

Aetna has provided my wife and me great service over the past nine years.

Surely there are always complaints about Health Insurance Providers and Physicians and other Health Service Providers. However, these complaints are small in number in comparison to the total amount of service provided.

I have had my issues with Physicians; however, we are not perfect; and we can not expect them to be perfect. Nor can we expect our Insurance Providers to be perfect.

They do not resolve all of our complaints and health issues instantaneously or perfectly and should not be expected to do so. They do the best they can as each of us does.

I suggest we each give thanks daily for our Physicians and other Health Service Providers and our Health Insurance Providers.

They have many dedicated people who are compassionate and caring and who have to deal with the same people in the Healthcare System each of us has to deal with.

Let us work for improvement, not perfection, a step at a time, a day at a time. Let us work together. We seem to get further that way.

By the way in case you are wondering, I am and have been a senior accountant in industry for some thirty years.

Let us all breathe deeply several times, in and out of course, release slowly and welcome the state of peace, grace and thankfulness, which comes with this process.

J. Don

Situations involving ones health become such a testy and important event. No one feels like taking chances or playing games when they are not well. And who can blame them. http://www.phoenix-life-insurance.com. I hope health insurance providers come to their senses or they will only give more ammunition to the people who want to nationalize health care. It's a delicate situation.

I am new patient with Aetna right off they refuse to pay my lab work no referral, etc.
bull. i was sent by my primary care physician with a slip to lab corp this should be paid, no questions
they want it to be a med emergency i say they are trying to intimidate me into not seeking out services
joe sang vineland nj

Turn down my surgery no real but my spinal cord stimulator is broken they won't let me get replaced! Denied my claim for no good reason other then they didn't want to pay for it!

Their customer service is the worst possible! They are so rigid and dont listen to logic...They try to blow customers off instead of helping them, withholding crucial drugs on a technicality, and thru no fault of the customer..

Piss poor, stay away from them!

Wife & myself have tried to use benefits card at Gieslere grocery,Shop rite , Costco - NONE will accept it & blame "the card" or "the software" its printed in black letters - debit card but was finally accepted at One gas station as a credit card ..how can u use the frkn thing? I believe administrator of card FORCES u to use their internal system!

Aetna Insurance
Charles M. Michalak
Claim Number [protected]
2/9/2018

Aetna has done nothing but make my Short Term Disability Claim a nightmare. They have stalled, made false claims of not getting paperwork and failed to talk to my Doctor. They denied my appeal. They are dishonest and causing me further stress.

are you on a retiree plan or an active employee plan? certain plans are designed to work as secondary to medicare, meaning, they are there to supplement medicare. If you chose not to take medicare, the plan malfunctions, meaning, the plan will only pay what it WOULD have paid, if you had medicare. So they assume the Part B payment. Its a very legitimate practice. Unfortunately, you were never made aware of this so now you are stuck with these very large bills.