AetnaReviews of aetna.com

Extremely poor customer service. I am provider trying to understand their policies for when I am making claims They have been incredibly rude and robotic. Horrific experience, I will not recommend to any of my patients to be registered with AETNA.I asked if I could speak with their supervisor- they've put me on hold and then passed me on to another colleague who was even more horrible. I have never experienced such poor communication skills in my entire life.

I was on the phone for over 14 hours trying to get my migraine medicine. The prescription plan stated that as of January 1 the medical plan has to pay. The medical plan at first stated that it was not correct and the prescription plan had to pay. After several hours and calls to both plans medical finally stated it was there responsibly. I then tried to get the medicine filled and ran into another issue it was denied. On the phone for 10 hours over three days with medical even having Publix pharmacy on line at same time only to be told that they don’t know how to get the medicine approved. The issue was forwarded to there resolution department who refuses to contact me to resolve the issues.

Absolutely horrible customer service. They start by rejecting every claim you have and you have to fight and fight to get them to simply abide by the policy you've already paid for. Avoid Aetna at all costs!

Customer service is so frustrating! They have outsourced to I don't know where and the people are so polite it's hard to be angry with them however they have no big picture skills. I spent 3 1/2 hours mostly on hold yesterday and at 5 p.m. gave up, hung up and now have to start all over again. My 94 year old mother lives in assisted living in New Jersey and the facility has a Nurse Practitioner from a "house call" company in the facility every Wednesday. She saw my Mom for a minor problem and I got a bill for a $50 co-pay and when I asked the service why, they said the insurance company calls them a specialist since they don't have a physical office where they see patients. So...I said to Aetna you would rather have me take a 94 year old out of her facility to a doctors office that is packed with sick people (probably COVID) in stead of paying for a NP to see someone in a safe environment? Thats when I was put on hold...3 different times and they just never pick up to end the call because they have no answer. I don't even know who or how to get to a decision maker at Aetna. They used to be good a few years ago but now these very polite CS people have taken them down!

My wife turned 65 last year and we signed up. they charged us 20 extra to pay by check. we signed for 3 months and after 3 months, no premium. We called and they said no problem, we will send another premium. We got a bill and a notice that we lapsed but could reinstate if we gave our checking acct number. RUN FROM THESE CROOKS

WHY IS THE MEMBER WEBSITE ALWAYS DOWN????????????????????????? SUPER INCONVENIENT!

Aetna Thailand doesn't cover you for anything. They take the money but refuse every single claim. Avoid.

This is about the Aetna Senior Products. To them, the seniors are the easiest to take advantage of and confuse. Perhaps it is because I am old and have held many different jobs that I find Aetna less than competent. They do not understand the basics of simple bookkeeping, let alone how to properly record requests (other than claims). As for claims, I only had doctor office visits and those were paid. I called in to cancel my supplemental policy. My mistake. I should have waited until the end of the month but had just gotten new insurance (due to relocation out of their coverage area). I wanted to notify them to not take the next month’s premium. Since I called mid-month, they cancelled immediately even though I said end of the month. The rep took the information and put in the EOM date but since it was also recorded the date I called, they chose to cancel then. I called in and got re-instated for the last 2+ weeks. Their records showed that a refund check was cut for partial month premium. I had requested that they keep the money and continue coverage until EOM. They stated that it was already sent out. I told them to put a stop payment on it and just return the money to my account. They stated that they would do that and that the money should be back in my account within 5 business days. It did not happen. Now, I have a check I cannot cash because of stop payment and the money was not put back into my account. Since I requested that I be covered until EOM, they withdrew money from my bank account to cover that period. In essence, they have taken a premium and a half. And since I cannot cash the check nor get the money back into my account, they have collected approximately 2 times a premium amount in 1 month. Living on Social Security is tricky enough without being gouged by the insurance company. Their record keeping needs to be reviewed. In my account online, it shows that they took the full premium at the start of the month; show a refund amount (still waiting); and then another full month’s premium. The problem? They did not take a full month’s premium the 2nd time – only a partial. So, their records show that 2 premiums have been taken from my account when it was 1 and ½. Anyone else see the problem? If that is how they keep their books, it is a wonder that they are still in business. They have also sent me 3 cancellation letters. All with different dates of cancellation. I called in today to find out what is wrong with them and their systems. Guess what? They will review and mail me another letter. No offense to the post office, but I hate getting mail. To summarize: they do not know how to record premium payments; they tell ‘untruths’ about refund processes; they do not know how to communicate properly (one cancelation, one letter); they do not know how to properly record termination/ cancelation dates. I suppose I expect too much from a company that has been around since 1853. But I would have thought that they would have known about basic bookkeeping. It was essential back then and should still be the same practice today. Silly me. I was “thinking”.