AetnaReviews of aetna.com

My company switched to Aetna in 2024 - worst experience I've ever had with a medical insurance company. I've had HIV for 32 years so I've always had an infectious disease specialist as my primary care physician. Aetna will not allow me to have a specialist as PCP. My visits are supposed to be $20 but I get charged $40 every time - the fee for a specialist. So difficult to find other care on their website because so much info is incorrect. My doctor referred me to PT but they say it is not covered - I can't find PT that is covered by Aetna. The whole experience has been absolutely exasperating.

I am updating my review because, unbelievably, I am dealing with Aetna over my medication again. My previous experience with Aetna was already bad enough. I dealt with prescription denials, repeated phone calls, administrative runaround, and prior-authorization issues. At one point, I was told that a prior authorization was what was needed, only to continue running into problems after the requested paperwork was submitted. Now, after temporarily losing my insurance because of unemployment and getting coverage again, I am right back in the same situation. I have been taking this medication for nearly 20 years. My doctor has now been trying to resolve the current coverage issue with Aetna for roughly two to three months. Prior authorization paperwork has been submitted, yet coverage for the brand-name medication continues to be denied. My doctor’s office has repeatedly tried to deal with this, and we still do not have a workable resolution. What makes the situation even more frustrating is that there is currently a shortage affecting the extended-release medication I take. Because of availability, my options for obtaining the extended-release medication are already extremely limited. The immediate-release alternative is not equivalent for me and does not work the same way for my treatment. So now, after almost two decades on this medication, my doctor and I are spending months dealing with an insurance company over continued access to the formulation that has worked for me. This is exactly what made my previous experience with Aetna so infuriating. Members are told to follow the process, so we follow it. We’re told to have our doctors submit prior authorizations, so they submit them. Then the authorization is denied anyway, more paperwork follows, more calls have to be made, and eventually the patient has to personally step in and fight over something their physician has already been trying to resolve. At this point, I will be documenting every denial, every authorization, every call, every reference number, and every communication between Aetna and my doctor’s office. I intend to use every appeal, external-review, complaint, and regulatory process available to me until I receive a clear written explanation and this issue is properly addressed. If Aetna believes the brand-name extended-release medication I have taken for years should no longer be covered, then I want the exact reason in writing. I want to know what coverage criteria were applied, what information from my physician was considered, why the prior authorization was denied, what alternatives Aetna requires, and exactly what evidence is necessary to overturn the decision. Patients should not have to spend months fighting their insurance company after their doctors have already provided the requested information. This is not my first experience with Aetna creating unnecessary obstacles around my prescriptions. Unfortunately, after everything that happened previously, I am now dealing with it all over again. I will update this review as the appeal and complaint process continues. Sincerely, One extremely frustrated Aetna member

Customer service people are unemotional robots. They don't know how to wish a person well. No "I hope you feel better", no "take care" nothing. It's like talking to 5th graders. Where do they dig up these stone cold humans to represent them?

This company is useless. Copays are ridiculus. They suck on the phone. Dont listen to what your saying and totally stupid people from outside the country. I am leaving to anothEr company as fast as possible. DO NOT SIGN WITH THESE THIEVES.

Worst insurance company I’ve ever had. My employer switched to Aetna this year and I have never had trouble with an insurance company until now. It’s been 2 months of waiting for an approval for an MRI, which means two months of awful pain. This year has been awful for my health and Aetna has made it even harder on me. Would not recommend. Blue cross was way better

Pray you don’t ever get told you need surgery or minor procedures that require prior authorization. You will not get it. MESSAGE TO EMPLOYERS CONSIDERING SWITCHING TO AETNA: if you truly care about your employees, please do NOT switch to them!!!

I work as a behavioral health provider, not an Aetna member, and they are by far the most difficult payer I've ever had to work with. Contracting, credentialing, and basic communication are all unnecessarily complicated. It's almost impossible to get clear answers, timely support, or a response at all. If you're a provider trying to partner with them, be prepared for delays, confusion, and a lot of wasted time. On a personal note, CVS Health never fails to mess up a prescription. Very rude staff who treat their employees poorly right in front of the customer. Maybe if Corporate was better or restructured, everyone would be happier. Just sad to see.

Very frustrating to deal with the customer department. I had to recuperate at a different location after knee surgery due to living in a 5 fl walkup. Changing my address to what they called "travel" caused a major breakdown in communications. I signed a letter to confirm this twice, spoke to reps countless times. Yet one year later a letter surfaced that stated my insurance had been discontinued due to that the address was not verifiable!!!!! Unbelievable the incompetence!