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Aetna (aetna.com) has 402 customer reviews on Five Star Index, with an average rating of 1.2 out of 5.
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IoV
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.
G K.
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.
Keith S.
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!
Maureen D.
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!
Dave M.
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
Berkin E.
Very good experience in the website and if i have to go to the hospital Aetna will pay all the money I had to pay for the hospital.
Jalisha M.
WHY IS THE MEMBER WEBSITE ALWAYS DOWN????????????????????????? SUPER INCONVENIENT!
ted D.
Aetna Thailand doesn't cover you for anything. They take the money but refuse every single claim. Avoid.
