HARTFORD, Conn. — Aetna is making it easier for members in West Virginia who were affected by a chemical spill that contaminated the water supply to refill prescriptions and access employee assistance, student assistance and behavioral health programs. The company also is extending claim and appeal filing times where applicable and helping members who have evacuated find care outside their home areas, among other steps.
"We are concerned for the people who have been affected by this event," said Mark T. Bertolini, Aetna chairman, CEO and president. "We are committed to helping our members get the care and medications they need, understanding that many may have been displaced 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 during these times of need. Aetna's EAP professionals, who have experience dealing with traumatic events, are available to help. 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.
In addition, Aetna members and health care providers affected by the spill 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 card
Replacement 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 at www.aetna.com.. 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
Affected Aetna members may refill their prescriptions early, as needed, or refill a prescription that may have been lost, damaged or destroyed. Those who use Aetna's mail-order pharmacy can receive a prescription at an alternate delivery location.
Affected Aetna members also can seek routine or emergency care anywhere, as needed, without a referral or pre-authorization. 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.
If any additional local, state or federal disaster executive orders or regulations are issued related to this catastrophic event, Aetna will adjust its policies to comply.
Aetna is one of the nation’s leading diversified health care benefits companies, serving an estimated 44 million people with information and resources to help them make better informed decisions about their health care. Aetna offers a broad range of traditional, voluntary and consumer-directed health insurance products and related services, including medical, pharmacy, dental, behavioral health, group life and disability plans, and medical management capabilities, Medicaid health care management services, workers’ compensation administrative services and health information technology products and services. Aetna’s customers include employer groups, individuals, college students, part-time and hourly workers, health plans, health care providers, governmental units, government-sponsored plans, labor groups and expatriates. For more information, see www.aetna.com.