Aetna Helps Members Affected by Illinois Floods

Thursday, January 7, 2016

HARTFORD, Conn. — Aetna is making it easier for members affected by recent floods in Illinois to refill prescriptions and access employee assistance, student assistance and behavioral health programs. The company also is extending claim and appeal filing times, and helping members who have evacuated find care outside their home areas, among other steps.

“Our thoughts are with those affected by the severe weather in Illinois,” said Mark T. Bertolini, Aetna chairman and CEO. “We are committed to helping our members get the care and medications they need, understanding that many may have evacuated from their homes and are unable to use their usual physicians, pharmacies and hospitals.”

Aetna Behavioral Health has opened its Employee Assistance Program (EAP) resources to all Aetna plan sponsors, regardless of whether or not they are Aetna EAP customers, during these times of need. Aetna’s EAP professionals, who have experience dealing with traumatic events, are available to help. During these times of need, affected Aetna members can contact Aetna EAP 24/7 for telephonic consultation, referrals or general information such as areas affected by a disaster, available shelters and government resources.

Affected Aetna members in Alexander, Calhoun, Cass, Christian, Clinton, Cumberland, Douglas, Iroquois, , Jackson, Jersey, Lawrence, Madison, Marion, Menard, Monroe, Morgan, Moultrie, Pike, Randolph, Richland, Sangamon, St. Clair and Vermilion counties may refill their prescriptions early, as needed. Those who use Aetna’s mail-order pharmacy can receive a prescription at an alternate delivery location or refill a prescription that may have been lost, damaged or destroyed.

Additionally, in accordance with the Illinois Department of Insurance guidance, Aetna is implementing the following for its affected members:

  • Until February 29, 2016, or a later time if deemed reasonable given an individual’s circumstances, a moratorium on cancellations and non-renewals on notices issued on or after December 29, 2015;

  • A 60-day extension for policy provisions that impose a time limit on an Aetna member to perform an act. This may include submission of a claim, reporting of information, submission of bills, or payment of funds. This extension may be longer if deemed reasonable given an individual’s circumstances;

  • Affected Aetna members can seek emergency care anywhere, if needed. As part of its disaster procedures, Aetna will monitor the impact on its network doctors, hospitals and other health care providers. The company will work closely with providers to make further modifications to its policies as necessary to ensure members have access to care; and

  • Non-emergency medical services from a provider outside of Aetna’s network also is allowed for a member being displaced from his or her home, along with other exceptions.

  • Members may file a complaint to the Illinois Department of Insurance regarding any disaster-related dispute or issue. The toll-free complaint hotline is 1-866-445-5364 or

Aetna members and health care providers affected by the disaster who need care or other assistance can reach the company at the following toll-free numbers.

  • Aetna Member Services: Call the number printed on your ID cardReplacement ID cards and access to a Personal Health Record (PHR) can be found on Aetna’s secure member site Aetna Navigator™.  Log in on Aetna’s home page, If ID card is unavailable, call 1-800-443-AETNA (1-800-443-2386).

  • Rx Member Services and Aetna Rx Home Delivery Customer Service: 1-888-RX AETNA (1-888-792-3862)

  • Aetna Specialty Pharmacy Customer Service: 1-866-782-ASRX (1-866-782-2779)

  • Aetna Employee Assistance Program: 1-888-AETNA-EAP (1-888-238-6232)

  • Aetna Student Assistance Program: 1-877-351-7889

  • Aetna Dental: 1-877-238-6200

  • Health care providers should contact the Provider Service Centers:

    • Indemnity and PPO-based benefit plans: 1-888-MD-AETNA (1-888-632-3862)

    • HMO benefit plans: 1-800-624-0756