Aetna Health Insurance

This is a great service that allows people to get emergency help when needed. It gives peace of mind knowing help is always available when you need it. It can definitely save your life when you make the call.

By far the WORST customer service I've ever experienced. I won't waste time with details but I will say that I called them about 10 times over the course of a month (after I newly signed up) to get problems fixed with my online profile and each time I was either given the wrong information, transferred from someone who "didn't handle it" to someone else who "didn't handle it", I was told someone would follow up on certain things and then never did, I often got people who spoke broken English and I could tell they were looking up answers and then either making things up or giving me their interpretation of what they were reading, the list of PCPs on their website is very outdated (I tried 4 different PCPson their list only to be told that for differing reasons the PCP could not be used).

I thought this was good insurance until my father really need it. He has been hospitalized because suddenly he is unable to walk, cause unknown. They denied him for inpatient rehab services. We then tried skilled nursing facility with rehab services. This was denied. They said he was capable of going home, after doctors, therapist, and case manager told them he needs inpatient rehab services or the skilled nursing services. He is unable to get out of bed on his own, rise from a chair, or walk. How can they deny him much needed and necessary services? What are we paying them for? I was under the impression that you pay for insurance to receive needed services.

Aetna falsely advertises free preventive care. Please, pay attention to Aetna's billing summary! Last year, my husband had a routine checkup and routine lab tests by his PCP's recommendation. Later, he received a $114 bill from the laboratory and we discovered that Aeta treated these tests as diagnostic tests. We appealed twice to Aetna about this. However, they responded that it is considered a diagnostic test because my husband didn't finish his blood tests within 7 days after PCP was ordered.

Aetna decided to part ways with UCLA in February 2023. I can't help but think they were being malicious & deceptive in their choice of timing to break the news to their patients, as they were told only a month after the window of time patients were allowed to choose another health insurance provider. I've been having sleep problems since October of last year and need to get a sleep study done. My old PCP decided to leave UCLA around the same time, and Aetna wants me to get approval from the new PCP, who won't be in office until May 2023, IF AETNA DECIDES TO STAY WITH UCLA. Aetna is a joke of a company that only cares about profit and not the health & well-being of human beings. What a bunch of liars and cheats!

We are new to Aetna and we have specialists that care for a chronic condition. Appointments are made 1 year in advance. Now, Aetna is saying that I cannot see that specialist without a referral from a primary care physician even though these are continuation of care issues. We have not been able to get an appointment with a PCP and so my daughter is going to lose her appointments with her specialists because of red tape. Had the specialists been out of network, I would have just filled out a form and the appointments would be covered. Because these doctors are covered by Aetna, the process requires a visit to a PCP (we don't have time to go to a PCP to get a referral... and why would we need to do this if it's literally just to check a box??? A PCP cannot help... these are appointments for continuation of care that took us years to get to this level of care to begin with!) This is insane.

First of all, Aetna will do ANYTHING to avoid properly covering you. I saw a PCP for a routine medication visit (literally a 15 min visit to discuss if my meds are still working). Suddenly Aetna decided that my Nurse Practitioner, whom I had submitted claims for just 8 wks prior, was not only a DOCTOR but a SPECIALIST. So my copay went from $20 to $50 for a 15 min visit with a NP. I submitted a complaint and the representative that I was messaging with, just kept repeating that "Our records show ** is a specialist". I have asked to see proof, I have asked them to look at previous claims, I have screen shot the clinic's website where it says that the provider is a NP, I have screenshot previous claims, and they simply WILL NOT discuss this with me.

The website for Aetna is one of the worst I’ve ever dealt with. There are no options to contact anyone by email; the option to telephone tells you to go get the number off the back of your card. When you call and opt for the “concierge” option, the person answering is there merely to answer the call and write notes in your account. I ask to speak to someone in billing, and I am told the billing department is in a “back office” and does not accept calls and does not have an email address. Aetna endorses the e-checks sent by my bank but does not post the payment to my account. The entire experience makes me feel as if I am dealing with gangsters.

Their transportation promise is bogus. They never show up to pick you up to take you to or from your doctor's office. Their PCP listing is full of con artists. One says he'll see patients but is booked till 2025 and wants you to see his nurse. (Hans **). One Medical, one of their providers charges $199 to sell an Amazon gadget called Doximity under the pretense of membership. You can't be assigned to a doctor unless you purchase this membership. Their network dentist does a sloppy cleaning and tells the patient "to go to Turkey to get her teeth fixed" and charges $990.00 for not providing any treatment. PCP THEY ASSIGN GETS DENIED 4 REFERals TO SPECIALISTS.

Banner Health, with which our family has had very positive experiences, and Aetna appear to have cobbled together an inept insurance program with almost impossible to discern co-pays and out of pocket expenses, actual covered services or real in-network facilities and physicians. My carefully chosen PCP's first appointment was over a year out; the first available PCP over five months. The website is hideous to navigate and offers almost no concise answers. The "member number" for help is not but when you do get to their "concierge" services these poor folks appear to be trying to navigate a system as murky as the patients do. Could not get a definitive answer on a colonoscopy despite one inept and one very well intended and smart seeming person doing their best.