Aetna Health Insurance Reviews

This is the most incompetent insurance company I know. All customer service is outsources and if the reps have no clue what you are talking about they hang up and you cannot understand them since the language barrier is so bad. They are of no help and scam! If I could give ZERO stars I would!!!!

01-08-2026 Dear Reviewers on Aetna Healthcare and included Health team workers and Customer services support agents I NEVER in my life time had the MOST incompetent experience of Health teamworkers be. SO disrespectful on hanging up the phone on you after saying they send you to someone else that can and have to be calling again & again to having the same thing happening again!

AETNA DENIED MY 96-YEAR-OLD MOM'S CLAIM FOR REHAB!! These evil people literally said she's good enough to go home after having a major stroke a week ago, and she can barely eat by herself and can't walk by herself!! They are offering no home help or anything, and I am in no condition to pick up the slack myself! Aetna is PURE EVIL. And obviously, judging from all their one star reviews, most people agree with me. This crappy insurance company should be put out of business and the evil CEOs taken out back and 😵🔫.

Aetna reduced my extra benefits on my medicare advantage plan without notifying me by $280. I called customer service during open enrollment and was told my benefits would remain the same, so I kept my plan for 2026. I did receive a notice my OTC benefits would be reduced by $25. I didn't find out my healthy grocery allowance would be reduced to $30 until Jan 1st, after open enrollment.

I always have a great experience with Aetna’s customer service. I had many questions today and spoke with Aja/Asia, the customer service rep, and she was so helpful. The survey at the end of the call was disconnected so I have been searching for a way to give her a shout out. She answered questions about claims, DME providers in network who have compression garments (she gave me four options and provided phone numbers for all), benefits for a potential future surgery I may need, questions about gym membership coverage, a medication option (gave me phone number for Caremark), gave me info about my first FSA account. She was so patient and empathetic. I truly appreciate her kindness and I know she was happy to help resolve my questions.

Had prescription drug coverage for 13 years and they would never pay anything because we never met the limits of expenditures to pay. They have raised premium every year. They have a process to disenroll, which after talking hours to diff representatives, followed exactly to the T. Long story short, they have refused any help, coming up with all kinds of excuses, and could not come up with a factual reason and the people you talk to won't give you their name. I would never, ever consider them for insurance, they are a total scam.

I switched my father on Medicare over to Aetna after some recommendations from others. It was decent initially. Then come to find out, their hearing aid coverage is out of a company in Oklahoma that has no locations within 6 hours or him. No one works with this company locally so essentially he can't use his hearing aid coverage. RIDICULOUS. I wonder what executive at Aetna has a kickback going with that company because that's the only reason I can think that they'd contract with a company that most people can't use. Now come to find out they cut off his Over The Counter benefits this year. I wish I would have taken the time to switch him again in the fall. Now we're stuck with this stupid company for another year. Do better Aetna. Of course taking advantage of elderly people is part for the course I guess.

Do not trust this company! After giving up on them in 2023 I was basically left with no choice but to choose Aetna again for 2026. They did not process my enrollment properly. Tthey did not send a letter to my doctor to confirm certain illnesses which would give me $225 for food. Instead they dropped the ball and every time I spoke to them throughout the month of December which was weekly, I was told a different story and then on the last day of 2025 I confirmed that my purchasing ability for food would be active on January 1, 2026. Well today is January 1st and I spent almost 5 hours straight through on the phone with Aetna and their CVS Health Department regarding the benefits card. Turns out Aetna failed epically by not submitting a form to my doctor's office in December 2025 to confirm my chronic conditions.

I find Aetna to be quite sneaky with their benefits. Their website nor their app gives any guidance on vision coverage that my employer provides. Under the impression that my vision is through Aetna themselves I made an appt with an eye doctor for my routine exam. Come to find out Aetna outsources vision to a company called EyeMed and my provider is out of network. How shady is this behavior. That should very clearly notated on the card or within my app under Benefits.

Son had a spontaneous pneumothorax (collapsed lung). Ambulance ride, ER visit, 3 days in the hospital with a chest tube, Aetna denied the claim because they couldn’t determine if the procedure was “medically necessary”. Doctor prescribed a medication for 10 days as my son was being released from the hospital. Aetna wouldn’t fill it because it required a pre-authorization… and that wouldn’t come for 7 days. 20 minutes on the phone, a revised script from the doctor, and it was finally filled. Lastly, if you like Walgreens over CVS… think again. Aetna great until you actually need it. But when you really need it, Aetna will let you down like a 50 cent gas station condom.

Do not recommend. They change coverages in the middle of the contract year, show ) copays to PCP but kick back the claim requiring you to pay a copay. When you try to get them to resubmit then they jump onto the claim that these were duplicate claims from your doctor so they won't pay it. My Doctor even tried explaining the process from their side to avail. Then your stuck with either paying it yourself or the doctor turning it over to collections.

My prescription premium went up by 60% and copay went from $6 to $15 and I only take 1 cheap prescription. I got no notice from them at all about the increase. I will have to terminate this Rx plan and switch but they will not let me because it's past the enrollment period. That is terrible. They are blaming it on NJ the leadership I am guessing. This is bad.

For those of you who also use Aetna or may plan to. I wanted to share a story regarding my horrible experience. I emailed my claim forms Friday, Nov 7th, for reimbursement, nothing major, just $350 for a fixed benefit plan. How it's advertised is if I see a doctor throughout the year, they pay $50 for a visit for copays. Since I had already paid my copays, that is supposed to be paid to me. I called on the following Monday or Tuesday just to confirm my emails had been received. I was told 10 business days to have an answer. I waited. The Tuesday before Thanksgiving, I call again. It has now been 10 business days. My emails were not turned into claims. I was assured that all of them had been received and someone would assign claim numbers to have them reviewed ASAP. I wait. I call the following Monday, Dec 1st.

Aetna healthcare insurance billing is a mess. I have spent hours on the phone with them several times because of errors on their part, which they deny. I have needed advice from attorneys, and ombudsman because of their lax daisy approach to detail. I am sad to see such a reputable company end up in the toilet. Buyer beware if Aetna is one of your insurance choices.

I'm not sure what it is with Aetna. My initial struggle is with not being able to understand the reps they hire. Today I was transferred to 6 different agencies within agencies to get an answer to 1 simple inquiry. Q. What is process to apply for the Chronic Care/Special Needs Program I recently saw advertised on TV? After being asked to repeat all of the required numbers associated with my life for the 6th time, I was finally read and asked to agree with their version of the bill of rights. Then and only then was I told that I was not eligible for the program even though I met the medical requirements because..."I must have Medicare & Medicaid to be eligible". Wow, I need what this program offers, but give it to the folk who are already benefitting from 2 insurance programs. I just don't get it. I guess this mean I'll be juggling my insulin to stretch it out again in 2026. Happy New Year.

I can’t believe this bill. I’m not even on Aetna but still they have charged my bank account three or four times for money I don’t have to pay this bull. I’d prefer to feed my babies. Now I’ve been on the phone with this company that I have absolutely NOT A THING to do with, for over an hour.

I have been an Aetna member for 24 years. Through all that time, I rarely used them except for normal appointments, the occasional urgent care visit, etc. In 2025, I was diagnosed with MOGAD, a very rare autoimmune disease that can lead to permanent blindness. The only treatment to manage this disease is IVIG infusions. My doctor and I have been fighting with Aetna for months for approval but they keep denying coverage. At first, they said they wouldn’t cover the specific brand that my doctor was requesting. The denial letters said we needed to try at least three of their “preferred brands” first. So my doctor resubmitted the request using one of those brands. They denied that as well.

It is now 2:36 p.m and I have been on hold or disconnected with Aetna customer service since 10:00 a.m. and have not received the information I need. CS representative does not understand the issue and just keeps transferring me to other departments when I have had to hold for 15 to 25 minutes at a time. Language barrier and lack of understanding issue is key factor in complaint. This is the second time with Aetna I have finally just given up because it is impossible to reach a person that knows their job and not just a script their reading from. I have tried to log into their website two or three times now and it always tells me it cannot find my account. I have had to reset it twice. Waste of my time on all accounts.

My doctor wrote a 30-day prescription and Aetna will only cover half that dose. What's even more ** is the doctor has to write the prescription as “15 pills for 30 day supply” or Aetna rejects script altogether. Why would a doctor sign off on half the dose when patient requires full dose? Aetna is worse than United Healthcare.

If I could give no stars or negative stars I would. They have refused to cover any of the expenses from the emergency room visit that I had for what I believed was a heart attack. Buyer beware, this is the absolute worst insurance I have ever had.

Aetna insurance company for me is scam on my experience. They required preventive care visit to avoid surcharge. After I did my preventive care visit, I'm receiving EOB for laboratory and reading of lab results, looks like modus of Aetna to send you to doctor to pay unnecessary bill. When you send appeal, they will just respond "We stand by our decisions," sounds like automated reply. So yeah I don't recommend Aetna, bad customer service and not reasonable.

I went to a dermatologist to have some spots checked and removed. They weren't cancerous, but could turn into cancer at any time. I paid my co-pay and an extra $300 to have them removed. Aetna took my co-pay and then denied the claim. Come 2026, they will be gone!

I was scheduled for knee surgery on Nov 24th, 2025. Aetna contacted my Surgeon's office at 5 pm Friday Nov 21st to let them know that they denied the pre approval for this surgery. Their reasoning is that I have not done the required 6 weeks of PT yet, even though the Surgeon explained to them during the Peer to Peer that I have a bone on bone condition, in addition to torn MCL & ACL that PT cannot help. I have submitted an Appeal, which they say it takes 30-45 days to get feedback on.

Avoid Aetna/CVS Health. They completely failed my family during an emergency. My son needed ambulance transport after breaking his arm at school, and for nine months Aetna has refused to properly handle their part of the bill — only $340.88. They gave me false information, claimed they were contracted when they weren’t, lost my appeal, made me do two conference calls, blamed the fire rescue for paperwork issues, and kept pushing me into new appeals even after acknowledging they owe the $340.88. I’ve made at least six phone calls, two conference calls, two appeals, and months of follow-ups, and Aetna still hasn’t paid. I pay more than $1,200 a month for this insurance, and they can’t even handle a basic emergency claim. Completely unprofessional and unreliable. I strongly recommend choosing any other insurer.

Terrible management and customer service. My claim just got under collection agency due to 3 years outstanding claim not resolve by Aetna. I made a phone call everyday and all the reps I talked to are all unavailable after a phone call. No follow ups.

Was a great company till starting October/November close to when my plan is suppose to end 'cause they are dropping marketplace members from coverage. Prices seem to go up, had to pay a premium insurance to just get a vaccine free still cause they wouldn’t coverage it till that payment was made, a good 1k of my money. I have to have every referral with this insurance to cover everything and it just seem to go downhill in the end of the month.

My employer switched to Aetna in 2021. The first three years were fine - then Aetna did what they do - bait & switch. The hospital system (largest in my metro area) that I have been going to for 23 years is no longer part of their network. And the network I now have to deal with is substandard. All the doctors get 1-2 out of 5 stars and their reviews are horrifying. I'm actually thinking about leaving my employer for an employer who does not use worthless Aetna coverage.

I am 60 years old. Most of the dental work I needed is not covered. My cost was worse than not having insurance. With Aetna, I am paying the same amount that I was paying without insurance. I was denied everything I needed done.

I rarely leave reviews, but my experience with Aetna deserves to be shared. After an automobile accident, I filed a claim expecting a straightforward process. Instead, I’ve been met with repeated delays, denials, and a level of customer service that has been nothing short of exhausting. The claim has now been denied multiple times with the explanation that they “need more information.”

Bait & switch, swindlers and outright liars. Aetna 'Advantage' Plan D-SNP. I thought becoming disabled, due to a severe spinal injury, was bad until I was foolish enough, to believe in the '0 co-pays for in-network drs, lab tests, hospital stays and drugs'. Despite, spending hours on phone with agents, to find any doctor that accepts Aetna, having Aetna on 3-way-call, with provider, to make app and give prior authorization, they REFUSE to pay any of the bills and I get letters & phone calls CONSTANTLY, demanding hundreds of dollars for doctor & lab bills. Went off all drugs because they won't pay. One lab bill went into collection agency so now I get scary letters & calls from services that were '0 co pay' and 'pre-authorized' services. They cut the OTC benefits in 1/2 last year and this year? They don't have to give you ANYTHING.

Dishonest company. I had an injury which I went to my physician which required a fee. Was instructed to do physical therapy which I proceeded to do. The benefits packet explains that physical therapy appointments have a copay and the rest is covered at 100%. I paid my copay and still received a bill that insurance didn’t cover. When calling online, their voice script also suggested the copay then 100% covered. I spoke to an agent and said the first visit goes towards you deductible, which is not mentioned anywhere in the policy. They instructed me to file a form and I would hear back in 30 days, two months later I heard nothing back. When I talked to an agent, they said: “I don’t know why they don’t put this in the policy”. Essentially lying to their customers about coverage plans so they can bleed money out of you. Very happy my employer is shifting away from this company.

I got Aetna Medicare insurance in the year 2025. I'm so glad I'm getting rid of it with only being able to get your prescriptions and others at CVS stores which is just about impossible to talk to a human being. That's why I left.

Wife was scheduled for needed cervical surgery. Two days before surgery, surgeon calls to say that Aetna denied surgery citing failure to meet 5 criteria for medical necessity standard. Spent more than an hour trying to speak to someone at Aetna that wasn't reading from a script. Patronizing and difficult to understand. Meanwhile my wife is unable to hold or lift anything or take care of herself without my assistance. She is in pain 25 hours a day 8 days a week. Aetna is PURE EVIL!!

I had Aetna medicare ppo since April 2025. I've not had problems until now. Besides all the copay for everything! I have a disability. That is a reason I'm on medicare. Now my specialist dr for my disability finally after 11 years of dealing with repeating failed treatment, he finally put order for multi level fusion on my back. My condition progressed from L3L4 LEVEL in 2014 to S1L5L4L3L2 LEVEL. I've gone through 9 nerve blocks. 5 ablations. 3 lumbar epidural injections. 2 si injections and laminectomy as well chiropractor and physical therapy... Aetna is denying the surgery because of history of smoking!!!!! I'm sorry but that is not excuse to deny a medically necessary surgery which will turn to emergency surgery if not done soon because the only thing next to happen in progression is losing feeling waist down. I already have permanent nerve damage.. So I've been dealing with this since the prior authorization was sent in October 2025.

I was covered by AetnaCVS Health insurance for 2025 calendar year and never once had to fight for payment of my hospital visits, chemo, MRIs, etc. I have substantial constant use of my health insurance with very expensive but necessary treatments, and Aetna came through. They never caused me any hassles or anxiety. Unfortunately, they are not offering a plan in 2026 because it’s financially prohibitive.

I could not build a worse insurance company if that was my GOAL! Had Florida Blue for years which was fine but switched to Aetna for 2025 and I basically paid $500/mo and had no insurance. They didn't cover my simple prescription that I've had for years. And worse, a couple months after I enrolled, they decided to drop my doctor I've had for 20 years and his entire practice. Classic bait and switch! JOKE of an insurance company. Avoid!

Awful greedy corporation. I am fully qualified for a surgery, have all the documentation and doctors’ notes, but they denied me because they said it’s not medically necessary based on the size of the body part weight (don’t want to put exact details for privacy, something like the weight of the heart or lung). Nowhere did any of my insurance or any other policies say anything about how that body part weight is relevant. My doctor and her office are all extremely confused how that happened and how they can resolve. And the insurance will not explain it any further, like how does the body part weight matter or how it’s relevant in any way. They are literally denying patients the care they need solely for profit. I am sick and tired of medical care being for-profit in this country. Disgusting and manipulative!

The absolute worst insurance company one can ever deal with. I have spent more out of pocket in 1 month with Aetna, than I did 8 years at Kaiser. Obamacare is not even this bad. Prepare to literally be bled dry. They cover absolutely nothing. Diabetic meds are triple the cost of Aetna or Anthem, 100% more than Kaiser. Customer service? Goons.

Title: Aetna Medicare Advantage: A Masterclass in Disappointment. Rating: ★☆☆☆☆ (If I could give zero stars, I would). Review: If you're considering Aetna Medicare Advantage, let me save you time, money, and sanity: run the other way.

I was paying $7.69 a month for my SilverScript part D drug prescription plan. The first 3 years, after the enrollment period the 4th year they jacked the monthly cost up $40 plus. I had never used the plan, I called to cancel the plan and was denied. I had to pay the $40 plus a month all of 2025 so far, I was trying to cancel a month ago and was I supposed to be sent a disenrollment form. I called Medicare today and set up a new plan for Jan. 1st. Looks like $80 plus more dollars to Silverscript before the new plan starts.

We had a couple good experiences and thus the two stars, but overall we are unhappy and can hardly wait to change at the end of the year. We pay the insurance premium, but then we can’t get into doctors. For example, my daughter was referred to a cardiologist in July. Now it’s November. Still waiting. Another example, the sleep doctor’s schedule was too full for 60 days after we received a sleep apnea machine, so that was an expensive and unhelpful experience. Another time I went into urgent care and then needed an MRI, but their MRI appointment schedule was full for two weeks. I had to pay out of pocket in order to get immediate care.

Worst insurance company ever!!! I have tried all year to get dental work done and they took money all year but denied everything I tried to get done!!! I feel they owe me money for the whole year they were supposed to give me care.

Gwen, is the sweet lady who helped me to answers all my questions and concerns, she is very polite and patience through the phone. I'm so lucky this sweet and very helpful young woman. Bless her heart❤️. Thank you Gwen.

Aetna will not pay a bill for a dermatologist that was preventative skin check. I’ve talked to customer service (?) three times along with the dermatologist. The first representative from Aetna made it sound like they would make the claim and pay, nope. The second representative from Aetna I could hardly unfortunately understand her due to language/accent barrier. The third representative was rude and kept trying to end the call before I clearly understood why the claim was being denied. Dermatologist cannot code as preventative? Who knew? Not I. Horrible, for what I pay monthly, this is insane.

If I decide to cancel my insurance with Aetna, I should be able to do that and not given that I have to wait until open enrollment which is very stupid to me especially if I’m spending MY own money on the plan but no longer want it. I will NEVER recommend this insurance company Aetna to anyone I know, not even my dog!

I recently signed up for Aetna. I was lied to and misled about the coverage I would be receiving. Spent 8 hours on the phone trying to get it fixed and still not resolved. Absolutely the worst insurance company I have ever signed with. Do yourselves a favor and skip Aetna. It's a giant headache that's not worth it.

Out of Pocket max is a total scam. I’m on a plan with my wife and she has met her out of pocket max & deductible. We’re now getting stuck with thousands in medical bills because “oh actually it continues towards your family out of pocket max not individual.” Why even show the individual out of pocket max? This company is just a money pit for the poor.

I have been a PA for 13 years and understand the insurance game but just recently found myself on the patient end of the disheartening, pathetic excuse that is corporate insurance. Aetna is only concerned with denying as many claims as they possibly can get away to maximize their profits for their shareholders. I have been dealing with a lumbar disc bulge for 3 month at L4-5 pressing on L5 nerve root (confirmed with MRI). They denied my MRI and I had to cash pay it. I had to fight to get approval for lumbar epidural steroid injections. I sought out PT and chiropractic services and continued to worsen. Saw a spine surgeon who recommended a microdiscectomy due to pain issues down my leg and neurological changes (tingling) that are affecting daily life.

It is very frustrating having to find a new Doctor, Dentist, Optometrist, every year because so many are dropping Aetna. Even when we use the online list of supposed on-network providers, several on each list are no longer in network due to billing issues with Aetna. Once you do find an in-network provider, good luck getting any medical procedure approved by Aetna, they literally deny nearly everything. Some are eventually approved, but after going through several extra steps, wasting valuable time and causing unneeded stress!

They talk about how caring and how sympathetic their customer service employees are and how well they take care of you like they would have their own family members. They failed to mention how they forcefully take you off of prescriptions you've had for years.

I have used Aetna advantage plan for 2 years going on three. Aetna typically was outclassed by UHC in my county for price, extra benefits and doctors. Then 2yrs ago they had these incredible extra benefits, low copays and all the doctors, to suck people into their plan and assume then people are just lazy and won't change, because all of the extras like OTC and extra $800 annually for fitness are gone. Even copays have increased. In their favor, if you use a facility not a hospital for test (xray, ct, mri) it is much cheaper.

Aetna denied coverage for an MRI in 2024, and then subsequently approved the same exact procedures with no new information in 2025 when my deductible had reset. This was a clear attempt to avoid covering the cost of the procedure. I spoke with the eviCore third party authorization representative for Aetna who confirmed that there was no reason the procedure shouldn't have been approved in 2024. Still, Aetna would not apply the procedure to the 2024 benefit year because the 180 day window had passed. They did not care that I only found this new information from the EviCore representative after the window had passed. In fact, they waited a month to review my appeal and still didn't reply until I nudged them for an answer, at which point I was told my appeal could not even be reviewed due to the 180 day window... If they had read the appeal they would see my justification for going beyond the 180 day window.

You have insurance on your family because you want to be responsible and take care of them but Medicaid is probably better than Aetna. 2025, we got denied by Aetna for two MRIs, and spinal surgery in which my wife has been in tremendous pain for the past 10 months with so many sleepless nights. She has been to physical therapy, chiropractor and a pain and spine doctor. She has had several injections in her spine that have caused severe vaginal bleeding. At least three surgeons have said she NEEDs surgery for a 9mm extrusion at L3 and L4. AETNA denied the surgery with zero contact, zero notification and zero customer service. They refuse to send me case studies where physical therapy has relieved a 9mm extrusion.

I am a RN and have Aetna through my employer. I do not receive any "Obamacare" credits, nor do I have Medicaid. Aetna routinely denies services and procedures that should be easily approved, like an MRI for a back injury that my PCP ordered. After I finally received the MRI, they denied another basic procedure stating I needed an MRI, or imaging study. But, after I got on the phone and literally yelled at all them, and let them know I will hold them all accountable, they approved both the MRI and other procedure within 24 hours.

I have Aetna duel plan health insurance and moved recently from Davenport Florida to Kissimmee Florida and even though I am in their zip code coverage area they terminated my insurance in just one day after I reported it to them! They also canceled my healthy food card that had $250.00 in it and it looks like I am not going to get over it back for October 2025 even though at week a top head Supervisor told me they would put it back on my Healthy food card in 10 days. They now told me they will not put it back on and I lost that money! What a dishonest company Aetna is!

I have a prescription drug payment plan and I called them to make a payment and set up automatic payments. A few weeks later I got a letter saying that I am behind on my payment. Instead of contacting me about that, they sent the late payment information to the credit bureau. Now I have a negative mark on my credit due to their incompetence. I calling them about this and they have 5 days to have someone in that department to contact me. They had no problem telling the credit bureau about this in super fast time, but to fix it is going to be red tape. I wish I could report them to some kind of bureau to ruin their reputation as easily as they ruined mine. If there is a problem, they should assume it is on their side because it usually is.

I'm currently in a Aetna Medicare Advantage plan since the beginning of the year. Overall, I'd give them 4.5 stars for their coverage and support. My total disappointment stems from the fact that they recently sent me a form letter stating that my current plan would be available in 2026. I went through the exact same thing last year with Humana. It's a total PITA to switch everything over to a new plan. Maybe a majority of the health care providers are just total scum, caring only for their corporate bottom line.

I have Aetna Drug plan insurance. I need a prescription that costs $159 and Aetna doesn't cover any of the cost. I called the number on my card, and a lady with a very thick accent answered, said her name is Judy, I don't think that is really her name. Anyway, she said I need to first meet my annual deductible of $600!!! Also while she was talking, I could hear a rooster in the background. "Judy" probably doesn't make more than $1 an hour. Aetna is greedy.

Today Aetna sent me a bill, I am not insured with them and never have been. This is unethical sending out bills to senior citizens that may be vulnerable, and pay a bill them don't owe. I think this should be criminal and illegal.

This health insurance is a SCAM. Nobody accepts it, their customer service is all none in the country. We paid $1000 per month for TRASH. What is even the point of this insurance? They list doctors as 'in-network' on their website but when I call the office they say they do not accept. HUGE WASTE OF TIME.

Aetna decided to stop providing coverage in my state by the end of the year. I need proof of this in the form of an Exit letter in order to sign up for new health insurance outside of the normal open enrollment period. I need to sign up for insurance ASAP because as of next month they'll be out of network of my main healthcare provider, Duke because of Aetna underpaying providers and being generally difficult. I've been trying to get this letter for over a week now and every customer service rep that's responded to me has been completely unhelpful.

The insurance pays, but if there is an issue customer service needs to help you with, do not bother calling. It will be an exercise in frustration. First, the robot will refuse to send you to a person, and only after giving about a dozen proofs of your identity are you allowed to speak to someone. However, if your first language is English, do not expect to understand the person on the other line. Aetna outsources for about 7/8 of its customer service agents. The fact that Aetna has no usable email address for customer service question says a lot about what they really think about you as a person.

Aetna has callous service. They try to cover this by saying they have your best interest at heart. Most importantly Aetna will not explain its decisions, cite every factor possible without saying exactly why they denied your claim. They even changed their formulary to disallow a claim they had previously approved for one year.

My dad had a great experience with Aetna through his heart surgery. Everything together probably cost over a million dollars and we got approval after approval until being discharged from rehab. Customer service was helpful and responsive and claims process was seamless. He had myocarditis and required heart surgery.

Attempting to find out about what my advantage plan should cover for a "consultation" appointment I ended up having to talk/ chat with three reps before I actually was able to get a legitimate answer. The fact that I couldn't understand the speech was common as it is with the majority of phone reps these days but being hung up on by a rep is completely unacceptable.

Paid for coverage monthly for two years, out of my paycheck, barely ran up any expense, then get laid off on 16th of month, final paycheck 10 days later still paid them, but they refused coverage for service I had requested, during coverage month, but not billed to them until 1st of new month.

My son moved to Aetna insurance last month. I have had issues getting his medication since then. A medication he has been on for 6 months and works great for him. Everytime his Dr. sends in the prior authorization for his medicine it gets denied. They are saying his medicine isn't medically necessary. My son is 8 and has severe autism and adhd. How are his ADHD medicine not medically necessary. I am so disappointed in the fact that you don't care about the children and what they need instead of what y'all get out of it. This is ridiculous and I am so disappointed with Aetna insurance. And just so you know my son came to me from DHS and I now have legal guardianship of him and that is why he is on state Insurance. They don't even deserve 1 star.

Aetna denied my claim for a legitimate CPT code—with no clear explanation—three months after the date of service in May. I only received notice of the denial in August, which is completely unacceptable. That kind of delay creates unnecessary stress and financial uncertainty for patients who are just trying to access the care they need. This experience is yet another example of how broken the American healthcare system is. Insurance companies like Aetna seem more focused on maximizing shareholder profits than supporting the people who rely on them for coverage. Patients shouldn’t be treated as an afterthought. Shameful and deeply disappointing.

Worst customer service. They transferred me to wrong department then the lady got mad at me because I wasn’t a provider and I told her, "Your people transferred me to you" and I said, "I would like the survey" and she hung up on me!! Horrible customer support.

I have been diagnosed with cancer. Emory wants an MRI before they will start the treatments. They send the order to a facility that I chose. After over Three weeks later I find out that Aetna still Will not approve the MRI. I call my doctor after taking to Aetna's customer service and now after I am still waiting on the approval. Trust your care with a different carrier. Aetna does not show any concern, whether you have cancer or whatever. They could care less if you can not start your treatments. I am definitely looking for a new insurance company.

Aetna is the worst insurance. They actually should be shut down for fraud. Their so-called "Medical staff" reads reports so they say by real doctors that actually know their patients and the real qualified Doctor feels they need the treatment and Aetna's pretend doctors denies treatment. The customer service is horrible and they act like it is coming out of their own pocket. Without these patients, you wouldn't have a job. Whoever is running the clown show needs to be fired and find someone that knows what the hell their doing. Aetna sucks. DO NOT BUY, RUN, GO ELSEWHERE, TRUST ME. EVERYONE HATES THIS COMPANY. SOME PEOPLE DON'T HAVE A CHOICE. Especially the elderly. If you have a choice, don't get this insurance!!!!!

I spoke to Rogenick, an Aetna Customer Service representative, and presented a problem I had been trying to resolve concerning insurance company procedures. He was able to get multiple people on a conference call to resolve the issue in one phone call. He was a godsend! I am very grateful. J **

I have found that the staff at Aetna are incompetent, from customer service to IT. Friendly, yes, but not effective in any meaningful way. I have never had a question answered correctly by customer service and the web pages are inaccurate with both inaccurate paragraphs of information, in-network providers and phone numbers. No real help. Next year they will not be receiving my business. I'm an experienced RN. I can't imagine what trying to navigate the system is like for people with no experience in healthcare. And after dealing with them for a year I understand why people are dying all over the US from minor illnesses to suicide.

They wouldn't pay for my cavities because of the type of filling that was used. They didn't tell me this until after the fact. Definitely avoid them. They will tell you different things afterwards to get out of paying.

Aetna is the worst medical insurer we ever had. They are quick to deny medically necessary care and slow to approve justified covered conditions. Our family will never use them again. Beware of the Medicare "comparable" details and ratings are very misleading about Aetna.

I don't know why Aetna is still operating. With all the horrible reviews and services and non-existent customer service, they should not be allowed to participate in Healthcare marketplace. This company is the worst, hands down.

Aetna Medicare Advantage has been the worst insurance I’ve ever had. My primary care doctor ordered necessary heart tests, which were denied. He sent me to a cardiologist, who confirmed the need and submitted multiple justifications—still denied for over 3.5 months. Their process is so overly complicated it causes dangerous delays in care. I have a serious heart condition, and these delays put my life at risk. The reps are great, but the decision-makers are failing patients. I can’t wait for Open Enrollment to switch.

Constantly denying basic medication. Always a hassle, nothing has been smooth with this company. Have been waiting 6 months for them to approve a surgery that my last insurance had already approved before my employer switched to Aetna. People pay way too much for this kind of service, or non-service.

Coverage gets worse every single year. I need cataract surgery in both eyes according to eye exam yesterday. Aetna Advantage will pay for exam ($35 co pay) but will not cover any of the surgery centers where the ophthalmologists would perform the surgery. So I'm back to square one and my exam yesterday is meaningless since Aetna does not approve of their surgery center. Aetna used to allow Over the counter but took it away this year. They are the absolute rock bottom as far as good health coverage is concerned. I've been on hold for 2 hours while they try to find a cataract surgery center that is in network. Still holding. I will switch to a better insurance company as soon as I can this Fall. This is the detail I have. Why won't you submit my Review?

Aetna sucks! They assist you with enrollment for a OTC wallet and don’t send you a booklet for shopping, location items that can be searched & bought or that are approved! Are very quick to transfer you to CVS OTC where they only provide assistance with balance shop only at CVS etc! Aetna do better! You should be training your representatives to have knowledge over these benefits that you are providing these members with instead of cold transferring people update your systems because if I could give you a 0 stars I would. DO BETTER!

I have Aetna through my job as a nurse at Advent Health. I want to cry when having to think about my insurance. I haven't been able to get the care I need since I started my insurance plan. I have been having back pain and have been having trouble finding an appropriately priced PT or even chiropractor. Every time I go to maximum savings convenient care it's 50$ a visit. Their benefits are garbage. I absolutely hate this insurance plan, you pay 600$ a month to not even get covered for simple things.

My policy states unlimited length of time for rehab facility, but every week Aetna filed a denial of coverage. I was able to appeal and stay, but the next week I received another denial. Over and over. Even though my surgeon submitted her instruction that I needed to stay for 12 weeks to heal, I was sent home after 10 weeks. Until the appeal was granted, I have missed at least 1 day of therapy each week! I would not recommend Aetna.

Let me be absolutely clear: Aetna is, without exaggeration, the worst company I have ever dealt with in my life—and I say that as someone who works hard, pays my premiums, and just wants to live a healthy life without being sabotaged by the very organization that’s supposed to support it. Aetna does not care about its members. Not their time, not their health, not their well-being—only their money. Your CEO earns more than any other health insurance executive in America, yet your company has the nerve to deny necessary prescriptions, delay care, and force customers like me to jump through hoops for the most basic services.

Aetna does not care for patient's well being. They only care about profits. They will deny medically necessary medication to save money and totally disregard a Doctor's evaluation of a patient's needs and progress. Even though a patient has been on a medically necessary drug for a year and has made progress they stop coverage and without any medical foundation. Was on ** for a year with amazing results and they just decided without any medical evaluation or foundation to stop my coverage.

This insurance sucks. They either deny me the medication I need just drop it all together after I've been on it a couple months. One place charged me $10 for blood work. The next next place charged me $35 public book. That's a bunch of BS.

Terrible service. Terrible coverage. No answers. Website is worthless. Customer service is no help. I get a different story every time I call regarding coverage/claims. They don't take the auto pay payment as agreed and then say I'm delinquent. They sent me a denial letter stating a heart attack is not an emergency.

There is a 100.00 copay for all name-brand prescriptions. I am fine with generic, except when there isn’t a generic. I spent 138.15 on my son ear infection medication. When I called, they kept mentioning the deductible, but then realized the prescription deductible had been me- so it was then explained to me that it will be a $100.00 copay on every name brand medication. That is absolutely ludicrous. Not to mention, in my other child’s annual check up- the “eye exam” they give isn’t covered. I cannot even begin to comprehend. This feels like a “we make it up as we go scenario."

It has been years since I have questioned why the website has not yet been updated when trying to locate specialist and providers that are in your plan. And doing so, you receive a message, ”no specialists in your area.” Then you have to make a phone call to the representatives, who do have providers and specialties!?? Is it so difficult to ask to update your website so this is easily available for your customers? Instead of wasting more time! If an email list is sent to you even that information is inaccurate: doctors no longer practice with Aetna, wrong location, wrong phone numbers happened again. 10 specialist. Eight of them were inaccurate. I don’t understand why Aetna can’t get their act together for their customers. 😖

This is my 2nd year with Aetna. First was OK.... This 2nd? The worst! They dropped the $45 every 3 months to be used in CVS. They are also making me pay $21 a month for who knows what when it was $0 the last year! Also, they use to cover a 'little' if my pain Dr. needed to give an injection, but now they refuse to cover anything but the visit! I can't wait to drop this company in October and go with United Health Care as I have heard from friends who have it that they still give $45 for 3 months and pay for things a Dr. needs to do for you to make you well again. Good bye Aetna!!

You know the saying, "it's better than nothing"? That no longer applies; nothing would probably be better. I'm forced to have this insurance (state employee health plan) and it's worse than Blue Cross Blue Shield (which was also terrible). The deductible might be a little lower than BCBS, but the out-of-pocket requirement is shockingly high, even for the 80/20 plan. Additionally, it won't pay for a routine eye exam until that out-of-pocket amount has been paid; this basically makes that routine eye exam cost $5000.

I take a migraine prescription and have been on it for three years. I recently went to refill it and pharmacy asked if I had changed my coverage to a higher paying premium which I haven't. The informed me my insurance "Aetna" put a copay of $70.08 on this prescription. I tried talking to rep but they lied and said the copay was taken off of my medication. I have given this insurance company way more money than I should and this is what I get.

They are impossible to talk to on the phone. The CSI I talked to on 7/18/25 had trouble just taking down my new address. I did a text chat today with Carmela and first she said they didn't have new address. I commented the guy didn't act like he knew what he was doing. She immediately became to me as irritated I said that. She texted me have the address and it has been submitted for review. But she had JUST said they didn't have my new address. I'm tired of Aetna. I always dread making a phone call to them. I'm definitely going to change.

New to Aetna, just getting familiar with it. I'm already disappointed. Called customer service over ten times, have to fight the automated service to get a person, and they don't know anything about Aetna either. 🤯

Aetna has not been good to me. Their prices are very high and they are always denying my prescriptions for my diabetes. The CVS Caremark is not reliable. My prescriptions are supposed to be on automatic shipment and refill and there's always a problem whenever I need them. I continually have to call to fix it. Your staff should be more knowledgeable on your product and information. I am very disappointed and frustrated with Aetna insurance.

So I have A 3 only because once I was switch over to Aetna. I didn't receive any type of info and once I was with them, I didn't know yet I had to pay out of pocket money for doctor visit... in May after finding out I did have insurance but I tried filing a claim well which I thought that's what I did after receiving email that I submitted my claim to be reimbursed. But now after reaching back out, I have to do it all over again. I'm still trying to adjust to this company, yet I will say customer service rep is very helpful. It's just frustrating knowing I gotta do this all over so that's why I gave a three-star for now. And this is just (MY) experience.

My situation is regrettable. After knee surgery, I need a hyaluronic acid injection, and I've been waiting in terrible pain for almost two weeks. Even after calling the insurance company eight times, no one has resolved anything, and no one has authorized it yet. This situation is regrettable, sad, and disappointing. At this time, I DO NOT RECOMMEND OR PASS ON ANYTHING GOOD ABOUT THIS HEALTH PLAN. I MAY CHANGE MY MIND IF THEY AUTHORIZE MY INJECTION. I would return to work, have my life back, and then I would give good references, but for now, it's frustrating.

The most incompetent group of people at all levels!!! Record your calls for proofing terrible!! No proper communication, customer service, politeness, etc. They want to dismay, and detour people from their goal here which is HEALTHCARE! Lack of comprehension! Over speaking NO ACCOUNTABILITY ETC.

When I call to talk about something as important as my healthcare, I don't want someone that clearly does not know what they are doing and is reading from a script. Your bill payment system for Medicare Advantage premiums is a bad joke and causes me a headache every month. You make it way too difficult...and I know it's because you want to force everyone onto autopay. My suggestion would be to fix your system because it is broken and not serving anyone but your shareholders' pockets.

3 months I have tried using the website to make a payment. I get a confirmation code and then at the end of the month, I get a message saying the payment didn't go through. I have spoken to my bank and it is not on their end. I have tried telling the IT technical support people, and nothing gets fixed. The phone menu will hang up on you when you call in if you make even the slightest noise. As far as I am concerned, this company doesn't have anything figured out!!

I have been with them for almost a year and l still haven't gotten doctors that are needed. The ones they send me to you can't get on phone or they won't help. I have to call Aetna to get doctors on phone. They have a glitch in app. You can't get on to get your information when needed. Talking to someone phone hangs up on you. They never call you back. Being sick, having these kind of issues is just reckless. They are suppose to be helping. They are part of the problem.

They are the absolute worst insurance company I have ever had to deal with. The worst part about them is they are mostly governed by ERISA so you cannot file a complaint with your local Department of Insurance. They deny everything and try to get out of paying every single claim. It is absolutely exhausting trying to get them to do the only thing they are supposed to do. I hope there is a class action eventually because I will happily join.

I wish I could give Aetna zero stars. Worst insurance company I've ever had. They have very high deductibles, and after the deductibles, still don't cover anything. You pay high premiums for nothing. They should be ashamed of themselves and any company that provides their employees Aetna should also be ashamed of themselves.

AETNA is a horrible company to have supplemental insurance through. You pay for a policy and then when you file a claim they decline all of them despite the requests files being uploaded. I had to call and be on the phone for 2 hours to get my claims reopened because someone didn’t do their jobs. Why ask for us to upload files and then you don’t review them? Then you can’t go by the critical illness benefit summary you need the actual booklet certificate but guess what? Aetna doesn’t send that to you.

A 2 when it comes to Extra Benefits Products and shopping. 1. Can only use card at CVS.. 2. Very limited on what you can purchase. 3. Needed products, toilet paper, vitamins, bandaids, shampoo, soap etc etc. things seniors need are not on the OTC benefits.. So far, not happy with Aetna when it comes to otc use.. (Have not had to use it for any medical purposes, yet.)

Preventive care is said as 100% covered, however when the claims are submitted by the doc's office or the lab they end up saying it is not 100% covered as the CPT codes don't match. Is it the consumer's job to educate them about the CPT codes. Also when I take an appointment for my annual physical and then they do other tests - how in the world am I supposed to know that it is not covered in my preventive care!! No one said anything to me. This insurance has become a way to steal money from us consumers.

I sent proof of my daughter's connection to her mother, who has health insurance through work. I sent the birth certificate in a day before the deadline, they said her coverage is voided because it wasn’t filed in their system until 3 days after the due date! I mean come on, my 7 year old daughter is a type 1 diabetic. I can’t be the only one who knows this is shady business practice.

We have a primary and secondary dental insurance plan. My husband’s primary insurance is Aetna. Aetna denied coverage for his dental procedure and the dentist issued an appeal. His secondary insurance accepted the appeal and the insurance will pay half of what the customers responsibility is on the explanation of benefits.

Doctors don't want to accept this insurance... what is the point of having insurance when doctors won't help you when you feel sick. Aetna is the first company I have experienced this issue with. What a shame.

DO NOT PURCHASE! Deceitful company. Specifically asked about medication coverage that was approved at screening and denied at claim. This was for **. Was free with previous provider. This company forced a generic that still cost $25. Any more issues and I’m out!

When signing up for Aetna plans they tell you it’s covered. When you file a claim they automatically denied it. When you call they say resubmit it’s covered. Then it’s denied again. Then they say resubmit again, then they add it will take a few months to get approved. That’s after they had approved it originally. Scam. Can’t wait to be done with this company.

Worst insurance you could ever choose. Can't wait until January 2026 to change my plan. They don't cover anything anymore. Customer service is awful. Keep you on hold for long periods of time hoping you will hang up. Very bad choice.

Terrible, opaque website. Terrible customer service. Terrible experience. I am immediately seeking alternative options and will never use Aetna in the future. Barely anything is covered and it's impossible to understand what will and won't be covered in advance. Predatory, immoral, evil business model.

I have been denied several times for MRIs. If I am having issues how am I supposed to get them checked if I keep getting denied. All they worry about is keeping our money not helping us. Even if you get on a phone with them they just tell you there's nothing they can do. That is a bunch of crap. Someone made the discussion, put me on the phone with them. If I die because I can't get check it's not their problem right. Hopefully my job will cancel them after this year and try a better company. If someone needs to get checked there should be no questions asked especially if it was from a Doctor's request.

Worst insurance with the worst customer service. The employee was rude, and there was scream at the customer. So disgusting. They don’t have any effort to solve your problem. I have no idea how this Insurance providing care for people. The insurance is very bad. Not only they’re not trying to help you, but they would lie to your face and they give the customer wrong information about the health and the insurance policy. They made me divorce experience with the insurance, which is I never had in my life. You’re not trying to solve the problem, but they even make it worse. Very bad bad bad bad.

I am seriously disgusted at how horrible, shady and unhelpful the processes are at this company. I have been trying for months to get access to my own personal health information and am constantly being told about the absurd amount of hoops I have to jump through. Don’t use this insurance. Literally the shittiest company I’ve ever had to work with.

I am counting down the days until Jan 1, 2026, when I will finally be free of Aetna Medicare Advantage. Now hear this: Aetna Insurance sucks **. They removed my doctor of 14 years from their network midway through the plan year, along with the rest of University of Washington Medicine. They're disrupting the healthcare of 53,000 people for financial gain. Never trust Aetna with your healthcare coverage—NEVER!

Terrible customer service! My father passed away and had insurance with them and getting them to do anything is like pulling teeth! DO NOT USE THEM!! Had a refund check made out wrong, and they won't reissue the check.

Would give 0 if I could. Aetna will do anything it can to deny a benefit. In my case I was supposed to have 6 lactation consultations 100% covered, and because the visit to see the Lactation Consultant was under my baby's name (instead of mine), they are denying my benefit. Despite the fact that the doctor notes state the visit was for a lactation consult I am stuck with a bill (where there should not be one) because the benefit is for ME (not the baby). YES, please go ahead and read that again because how they handle this benefit defies logic. "Lactation consultation benefits are for the mom, not the child" (seriously?!?!).

I made a valiant attempt to verify that this insurance company was good. After 3 hours on the phone I signed a policy and paid for it only to find out that every claim was denied. Telephone numbers started to become unreachable and show as not a good number. Agents blocked my calls. When I went through the back door, they ran me around, put me oh hold and didn't listen to my questions or problems. Not only did I call before seeking medical treatment, I had the doctor's office call to make sure that everything was good. Even they got an all good and covered when they called only to find out that they denied everything after the fact and I am stuck with hundreds of dollars in bills. These services were for labs and wellness checks. This was after consulting with them prior to service. This company is unethical and are predators. You may want to stay as far away as possible.

Do not trust this insurance company! After paying tens of thousands of dollars to this company when it came time to actually help me they would cover me for nothing. I would have been much much better off just keeping my money and paying out of pocket. SHOP ELSEWHERE. DO NOT USE THIS COMPANY!!!!

They are denying medical care. They are just like united health care. If you want good insurance this is not the one. I am changing mine. They make it sound good when you're on the phone but when it comes to pay they denied the service.

Like many others, my company moved from one insurance to the next and have had nothing but issue after issue with them. I am a 2 time cancer survivor that have to go in periodically for test for "maintenance" and every claim asks for additional information, from me. WHY? When I call, I'm being told I have another insurance. Really, who? And after reading a LOT of people's issues, I'm wondering what kind of cheaper discount was provided to the company?

I'm being denied a very needed back surgery because I haven't done 6 weeks of physical therapy. I can't physically do the therapy. I'm in extreme pain constantly. It doesn't let up. My foot is numb. I've had to quit a part time job costing me 1k a month. I've tried calling member services and got passed around. Nobody would help me. My doctor has appealed twice and was turned down. I filed an appeal and was told I'd hear back in 48 hours. It's been over a week. My employer pays Aetna millions of dollars a year. I pay my premium on time. They have no problem taking my money but when I need them I'm meet with roadblock after roadblock. I ended up in the er due to the pain. They're paying thousands in therapy that isn't working and delaying a desperately needed surgery just to save a buck. Run away from Aetna. Run fast and run far.

I’ve had an incredibly frustrating experience with Aetna. The provider search tool on their app and website is completely unreliable. Time and again, I’ve contacted or visited doctors listed as “in-network,” only to be told they do not accept Aetna at all. I’ve spent hours chasing down care, only to be turned away—and not once, but repeatedly. What’s worse, Aetna’s customer service has been useless in resolving the issue. I’ve called multiple times and received updated lists of in-network providers, yet the same problem keeps happening. Either their system is completely out of date or they’re not verifying their networks properly. It feels deceptive and negligent. Healthcare is stressful enough without your insurance company being the biggest barrier. I’m paying for coverage I can’t even use. If you’re considering Aetna, I strongly advise looking at other options.

The worst health insurance I have ever had in my life. I am 8 months pregnant and dealing with Aetna’s network and customer service has been extremely stressful during pregnancy, by far the most stressful part of this pregnancy. That is so frustrating to me because it is so avoidable/one would think they might care to treat the pregnant people well and prevent stress if nothing else for their own $$$ profit / “cost savings”. My last pregnancy I had Regence and they were great.

I greatly dislike this company. My employer switched from Kaiser to Aetna in January 2025 and I haven't been happy about anything having to do with Aetna. Getting care is like going through multiple different hoops. And for asking questions, I have to call different numbers and be transferred so many times. Nothing is centralized and it's really confusing what is covered and what isn't. They don't cover as much as what Kaiser has and I have to keep paying a steep co-pay. Thank you for covering 10% of my medications Aetna. I wish I could switch back, this is a greedy ass company.

Horrible customer service. Especially Dental Customer service not qualified. Located overseas. Cannot speak proper English, and solve any issue. Cannot contact management or corporate office. Stay away from if you are in Medicare.

Inconsistent information, told this, told that and then gouged for money. Each customer service person gives you a different answer. Even the person who sold me the plan. Medicare only was better. And that is my opinion so far.

Stay far away from Aetna if you're on Medicare. They suck you in and then hit you with huge fees. Their favored scam is saying things are "part of your deductible". And just try asking what that means and when it's implemented!! They charge huge amounts of money and then ignore you. And get used to the so called customer service. They outsource from whatever foreign country will do it and the people usually cannot communicate with you as their knowledge of English is only beaten by their lack of any useful information about medical care or prescriptions. In short, they are of little assistance. Aetna's only goal is to take your money..

I would not recommend Aetna to anyone and would give zero stars if I could. I have Aetna through my healthcare provider. My plan is supposed to cover annual visits, but they are attempting to charge me almost $1,000 for various aspects of the visit. Every week since the appointment I receive phone calls and emails requesting hundreds more dollars for no reason. I spent cumulatively over 4 hours on the phone with reps who are friendly enough but know nothing and are ultimately unhelpful. My experience with Aetna has been stressful beyond belief and it’s still ongoing but now my company support has to get involved. Absolute scam - What’s the point in having health insurance when they never actually cover anything? Infuriating, 0/10 would not recommend.

If I could give Aetna a zero I would. They have been so unprofessional. I was denied surgery after over 10 years of so many treatments. I've had 5 injections, two RFA's, seen two physical therapists, and many chiropractors. But they are saying I haven't done enough conservative treatments. During the appeal today their representative hung up on my surgeon that tried to tell them that I was missing a bone since birth and my spine is unstable. The state of NC is in bad shape moving all of the state employees to aetna. I will be pursing a lawyer for this situation. No representative should hang up on a surgeon trying to resolve patient care.

I am 82 and had Silverscript prescription drug insurance for about 18 years. Aetna bought the company and of course raised the rates. I have auto pay with my bank and didn’t realize the rates went up again by $4 or so since Jan. Aetna canceled my insurance Without Any Notification because they were not getting the full amount! Since January I owed them about $20! After a 2 hour phone call they still wouldn’t reinstate me so I could pick up a prescription. They are the worst. Beware if you expect any kind of respect, customer support or competence! There is so much more I could say but it’s all negative. Patricia **, MPA, PhD. Retired Gerontologist.

I've done everything Aetna wanted me to for 4 months. Meds, PT, everything. When an MRI comes back with a terrible herniated disc, that the doctors don't even recommend steroid injections, Aetna wants me to go to PT for another 2 weeks before it will approve my surgery. PT did nothing, and made me hurt more. They don't even know what to do with me anymore. It's so screwed up that some prison behind a desk gets to decide that my giant herniation isn't good enough, and apparently 2 weeks of PT must be done for me to quality to be out of pain. Meanwhile, my meds keep getting upped because of pain. But yeah, 2 more weeks of PT will help...

Aetna authorization approvals can take up to 14 days from a third-party called Evicore. Since my injury, I have been in pain for 12 days, and no decision has been made on the approval. I find this disturbing and unacceptable. This alone says much about the character of the company, an attorney needs to determine if they are violating the rights of critical care needed by patients. The consumers are being deceived.

I have had Aetna Medicare the last 5 months. I have severe back and neck issues and recently found out I needed a C2-T2 fusion because my spinal cord was being compressed. I had two separate surgical opinions and both said the same thing. Was told not to put it off too long because of the permanent damage that can be caused. I get numbness in my arms, daily headaches, balance is off and have pain in my neck/shoulders.

Stay a way from Aetna!! I have had many different policies through my employers during the years, clearly Aetna is the worse experience!! Their general practice is to deny the service, calling it not medical necessity or Experimental. They use Avicore (3rd party company) to decline most claims. Recently I ended up to file my claim with CA Dept. of insurance and won. However it took many hours of extra work for me to get it done while I am dealing with Cancer. Stay away from Aetna, it is a total disaster!!

In February they denied my daughter a PET scan and would only approve a CT scan. Her prior insurance has approved PET scans for 2 years due to her very rare cancer. So rare that new treatments are being discovered regularly. So she had the CT scan, the doctor had nothing to compare it to. So her tumor showed growth. It could possibly, hopefully, be necrotic but only a PET scan can detect activity. So, comparing apples to oranges and 3 months of wondering....is it growing or dying? Fast forward to May... PET scan, denied again, appeal denied. The reason? And I quote "this study will not improve the outcome of your cancer". So...does this mean why bother with you? You're destined to die?

Several providers in the Phoenix have dropped Aetna Banner. Evidently, they are not paying the claims or are disputing them. They are processing my claim "ASSUMING" I have medicare part B since I am over 65. I do not have medicare part B because I am still working and I am on my employer's insurance, yet Aetna will only pay what Medicare would pay. I am paying the same price as everyone else in the company for my insurance, yet they are not willing to pay for these claims!! I am in charge of our company insurance and I am requesting we change companies even though we just renewed in April!

After almost 30 years with United healthcare, I was forced to switch insurance carriers, Aetna seemed appealing so after explaining my list of medications I signed up, After the first month of having my prescriptions filled I soon started getting messages from Aetna advising me my medicine is not covered, After at least 14 phone calls at a average time of 1 hour each to Aetna, dozens of calls to the pharmacy and doctor. I seem to get nowhere. I can't wait for my next open enrollment to dump this worthless insurance company. If I'm going to pay full costs out of pocket then I'm way better off just having Medicare only!

Their pharmacies lack medication needed but not inform the customers. When asked, sent to other local pharmacy to fill in. Suddenly, at the time of refill, deny the other pharmacy to refill leaving the customer to run around with calls to AETNA/CVS and Local pharmacy to a refill. Shame on them who wants ONLY MONEY. Zero customer service or respect. Will pick other insurance in the coming up annual enrollment.

I joined Aetna PPO program through Medicare that you don’t need to pay a premium for. However, the agent signed me up for the wrong plan. Now I’m stuck paying $85. And it’s been hell trying to get out of it. I was falsely put into this plan and now I can’t get out of it, and Aetna has not been helpful at all. They don’t even want to review the recording of the plan that I discussed. DO NOT BUY WHAT THEY ARE SELLING. They will switch you without even notifying you. Before you know you have money coming out of your Social Security check.

They give you the runaround. Make you jump through hoops saying if you do this we will cover it then turn around and deny you. Most frustrating company I’ve ever dealt with. Denied meds I’ve been on for a year now. If my doctor doesn’t think I need them they wouldn’t prescribe them. When my doctor sends in a pre authorization they have their “doctor“ see if they agree most time they won’t. Then they offer you an option of using their pharmacy. Umm just stop playing with my health. And give me my health coverage rights.

You are better off canceling this 'insurance' and going self-pay. You are self pay anyway... Don't let this company get away with their nonsense. They are straddling the laws but they know that most or their consumers wont have the time or the money to hire a lawyer and file appeals. If this is a 'marketplace' health plan we as consumers are better off leaving the 'marketplace'.

Our company switched from Blue Cross/Blue Shield to Aetna. THE WORST COMPANY EVER!!!! I have an autoimmune disease, and I need Humira shots twice a month. DENIED!!!! My Doctor has appealed it 2/3 times now and is waiting again for their decision to determine if I am important enough to be healthy. If I am not being treated it affects my kidneys, cortisol (panic feelings) vision problems and high calcium in my blood. Maybe they will cover my funeral.

An absolutely horrible insurance company. We have been paying our bills on time since we started with Aetna and they have yet to cover any of our baby’s doctor visits. Which we checked and the pediatrician that we are seeing should he covered by Aetna. First they told us our account got canceled called in several times and finally got it active. Come back to the doctors a week later and now they are saying it is canceled again and they have yet to cover any appointments at all. Would never recommend this company to anyone not even my worse enemy. Absolutely horrendous. I’m paying money for nothing….

Garbage healthcare. Hours spent trying to get my medication - I've been without it for 5 days now because AETNA keeps denying my doctor's information for a pre-approval. I guess they want to push you to the point where you pay the full price out of pocket - NIGHTMARE. I'm crying as I write this review - You ought to lose your license.

Updated on 04/16/2025: I have a follow-up to my interactions with Aetna for the past 8 days. As mentioned in my review from a couple of days ago, Aetna abruptly and without notice terminated my coverage in April because I had been paying $360 for the months of January through March when in fact the premium had been raised to $387 on January 1 (note though that every time I paid online, it did not tell me that the amount I paid was wrong nor that I was in danger of being terminated - so much for great customer communications). Then as a result of that termination, I had to spent 8 days calling, emailing and chatting with Aetna reps for hours (hours!) every day to try to get it reinstated.

I've called them 6 times today, now again on hold, one of the last ones put me on hold for no reason. I have a letter indicating that I wouldn't be charged for a 30 Cap prescription written by my MD, but have now gotten a bill for 111.03, and 11.10 monthly prescription charge. This is a scam, Aetna is a scam. I've never had to pay for a prescription of **. Anyway, I signed up for a 0.00 copay for Drug coverage, and now I have to pay 11.10 per month for Drug coverage. I've spoken to at least 4 or 5 customer service people, and yes, I totally lost it with most of them on the phone, not good with scammers.

I recently had a physical therapy appointment and decided to check my medical coverage to see if the deductible would apply. The app/website stated that it was covered at 100% and that the deductible is waived. Fast forward I received a bill for $799. I called customer service to inquire, and was informed that the waiver is based upon where services are provided, such as in hospital or outpatient. I asked to speak to management, and of course no one was available. I filed an appeal and it was denied. How is it fair to the member when there's no indication of that stipulation on the app/website under medical coverage? Why have an app/website that has so-called detailed information for guidance, and review when the information isn't accurate? Also, looking to customer service for help isn't any better. I will never recommend this sorry excuse of an insurance company to anyone.

Absolutely awful. I can see why on here it’s less than 2 stars. My mom is having memory issues and I discovered she had lapsed her coverage. I discovered this by searching a large stack of unopened mail, I only saw a bill notice from them but not any cancel notice. I called right away when I discovered it but it was past 90 days let them know about her memory issues. They would even consider letting her policy get caught up with payment. Only gave the option of starting a new one… Why would anyone want to do that with such careless support.