Aetna Logo
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6.7

Overall Score

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LAST UPDATED: May 22nd, 2023

Aetna offers Medicare, Medigap, and Medicaid. It also offers employer-sponsored domestic and international health plans, vision insurance, and dental insurance. Aetna prides itself on providing exceptional customer service.

The insurance provider's positive reviews are a majority of its total reviews. Reviewers appreciate the company's coverage and customer service.

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Customer Review: Jean Warech from Hickory, North Carolina

"Everything I have needed, including spinal surgery, has been authorized by Aetna! After pre- authorization, Aetna has approved for me! I am satisfied with Aetna so far, as of 1 year. Very good customer service. Very friendly staff! I will stay with Aetna!"

View Aetna customer reviews and ratings below.

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The Good

  • Company Ratings
  • Positive Reviews
  • Health Plan Variety
  • Additional Insurance Options
  • Helpful Member Resources
  • Large Provider Network
  • Customer Service

Company Ratings

While Aetna has a slightly lower overall score compared to other health insurers on Best Company, it has a high star-rating for the health insurance industry. 

Star ratings on Best Company are from people who leave reviews on our site. The overall score considers reviews and a few other industry-related criteria.

These good ratings indicate that many Aetna members are satisfied with their Aetna plan and the service they receive. With these ratings and reviews, Aetna has earned a spot in the top ten health insurers listed on Best Company.

Positive Reviews

A majority of Aetna reviews on BestCompany.com are positive. 

Praise in these reviews includes helpful and responsive customer service and satisfaction with provider networks. Positive reviews also mention having the coverage for needed health care.

Positive reviewers had mixed responses to Aetna's cost. Some thought the price was great. Others found it was a little high.

Several variables affect health insurance premium rates, including age. If your plan is through an employer, your employer's contribution to premiums can also affect costs.

Health Plan Variety

Aetna offers a wide variety of plans. Some plans are only available through employers. Others are available for individuals qualifying for Medicare or Medicaid. Here are the main types of health plans it offers:

Employers can also choose Aetna health plans to offer employees.

Additional Insurance Options

Aetna offers one dental plan to individuals and families. Aetna Dental ® Direct plan fully covers preventive treatment. If you're switching to Aetna dental insurance from a similar plan, the waiting period for major services can be waived.

Aetna also offers a dental discount card. At participating dental clinics, you can receive a discount between 15 percent and 50 percent. The cost of this card starts at $7.99. While this card is not insurance, it can help you save on dental care.

Availability of the dental discount card and Aetna Dental® Direct varies by state.

You can also purchase international dental coverage.

Dental insurance is not available in every state. Depending on your state and the plan's benefits, you can receive coverage for preventative care (such as cleanings), restorative work (such as fillings), and even major procedures like getting crowns.

If you purchase Aetna Dental Direct, you can add Aetna Vision Preferred plan to your coverage.

Aetna's vision benefits are accepted at major eyeglasses retailers. Again, depending on your plan, your benefits can include coverage for contacts or glasses and eye exams. Aetna also offers stand-alone vision plans.

Finally, Aetna has a variety of other insurance plans to meet the needs of all consumers, including:

  • Life insurance
  • Disability insurance
  • Government and labor insurance
  • Student insurance
  • International insurance 

Helpful Member Resources

When it comes to tools for members, Aetna rises above its competitors. Customer service is an area where this company shines. Not only are Aetna representatives available around the clock through different mediums, but Aetna members also have access to several different tools to get calculations, answers to questions, and advice about claims.

Anyone can search the company's website and get a tour of a member account before registering. This allows you to see what account access would look like.

To see if the physician you currently see is in Aetna's network or find a new participating provider, there's an intuitive Find a Doctor tool online as well.

It is advantageous for patients to see an in-network provider because rates are usually lower than seeing an out-of-network doctor.

Using the Find a Doctor tool, you initially specify your search by state and type of doctor.

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Customer Review: Roxanna Perez

"I have had this insurance for the past two years. They offer different plans that work accord to my needs. Additionally, their network is easy to navigate and find the right professionals for me."

Once a member, you have easy access to tools like Find a Pharmacy and the iTriage mobile app that Aetna came out with for your on-the-go healthcare needs. 

Aetna also offers a tool to help you find the right plan for your situation, and there are pages on the website that describe the details of each of the plans.

Aetna members benefit from online access to a member portal and account, through which they can pay a premium, view benefits, get an explanation of those benefits, find a doctor, and request an insurance card. You can also order medications, view the status of a claim, ask questions to a virtual nurse 24/7, and get other estimates if needed online. These offerings are common for the health insurance industy.

A rising trend among insurers is offering discounts encouraging healthy habits. Aetna members can receive discounts for gym memberships and weight loss programs.

Aetna also provides tools that help you track your health (for example, by seeing your health history and statistics about your blood pressure). In this sense, Aetna supports its members' health and wellness. It doesn't just pay for your medical bills.

Large Provider Network

Aetna claims to have one of the United States's biggest networks of doctors and hospitals. This makes it more likely that the doctor you visit will be in-network for an Aetna plan - or, at least, it makes it so that you have a wide selection of doctors if you need to switch to Aetna's network of primary care physicians and specialists.

Aetna owns several subsidiaries in the healthcare industry. These include:

  • Coventry Health Care
  • Humana (which they very recently acquired)
  • ActiveHealth Management
  • Aetna Student Health
  • Schaller Anderson
  • Strategic Resource Company
  • Aetna Capital Management
  • Cofinity
  • Medicity

Customer Service

Aetna prides itself on its customer service. It makes its representatives available to customers via phone, email, mail, and even social media.

There are a few different phone numbers you can use to contact someone at Aetna, but if you're a member, there is conveniently a specific member phone line to call.

At any hour of the day, there is also a virtual nurse available for patients to go online and ask questions. This is more convenient than trying to track down a doctor outside of business hours.

The company website for Aetna is very informative and easy to navigate. Its FAQs sections largely focus on the logistics of managing your account.

Aetna makes it very easy to find an answer if it doesn't already appear on the website. Also, you can expect to contact someone from Aetna 24/7 (using certain mediums) and you will be given information to make the best medical decisions for you.

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The Bad

  • Negative Customer Reviews
  • International Individual and Family Health Plans Only
  • State Availability
  • FAQs

Negative Customer Reviews

Although the majority of Aetna's reviews are positive, Best Company has also received a substantial proportion of negative Aetna health insurance reviews. 

Negative Aetna reviews mention issues with coverage and communication with customer service.

Negative reviews are common in the health insurance industry, which can make it harder to evaluate companies.

International Individual and Family Health Plans Only

Unfortunately, Aetna does not offer domestic individual or family health plans, which makes it only an insurance option for employers and people qualifying for a government-sponsored health plan.

However, the company recently announced its intention to begin offering plans on the Health Insurance Marketplace again for the year 2022.

If you're looking for this kind of plan for 2021, you'll need to consider another health insurance company.

State Availability

Aetna's plans are only available in certain states (these include Alaska, Arizona, Connecticut, Delaware, Florida, Georgia, Illinois, Maine, Michigan, Nevada, New Jersey, North Carolina, Ohio, Oklahoma, Pennsylvania, Tennessee, Texas, and West Virginia). The dental plans are even more limited, being available only in only a few states.

If you qualify for a plan from Aetna but Aetna is not available in your area, you'll need to find another insurance company.

FAQs

Aetna's website does have plenty of FAQs sections, but they do not answer questions about prices, premiums, deductibles, and factors that affect these amounts (rather they focus on the logistics of account management).

This makes sense because premium costs, deductible amounts, and out-of-pocket expenses vary plan to plan and can be affected by demographic information, like age. Aetna's website allows potential clients to view plans available in their state with detailed information about costs and insurance coverage.

As you consider the cost of an insurance policy, consider the monthly premium and the out-of-pocket limit. Look at how the plan has structured its cost-sharing between you and the health insurer. How much is the copay or coinsurance for health services you'll likely need?

Evaluating the cost and coverage level will help you find a medical insurance plan that works best for your budget.

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The Bottom Line

Aetna is a well-known health insurance provider. It has received a majority of positive reviews on Best Company. This majority of positive reviews is a good sign even though

Aetna has also received a high proportion of 1-star reviews.

Aetna is an especially good fit for Medicare beneficiaries, employers, and individuals qualifying for Medicaid.

Individual plans are not currently available, though the company plans to offer them in the future.

Of course, for anyone who lives outside of the states that Aetna plans are available in or are looking to buy an individual or family plan, this company is not an option.

In terms of location, Aetna is admittedly limited. It would also do well to provide more general information upfront to potential customers about prices and deductibles, which are crucial decision-makers in this industry.

Although the insurer has some limitations, Aetna insurance is worth considering further if you're interested in Medicare coverage, group health plans, or qualify for Medicaid or CHIP.

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Star Rating

2.9

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319 Reviews

Review Breakdown

5 grade

29%

4 grade

17%

3 grade

8%

2 grade

6%

1 grade

40%

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Paul Michael Scranton, PA

I can safely say this new Aetna insurance I have is the worst insurance I have ever have. They have ZERO customer service, I had a procedure denied, they wont even tell me why I called in multiple times and wasted hours and hours endlesssly transferred back and forth to different departments before eventually being told, I need to call Aetna directly. Which is who I called first. HORRIBLE all around, you should be ashamed of yourselves, I am going to leave as many reviews as I can. By the way - I had only 1 procedure requested in last 2 years, and have been paying my premiums the whole time which you gladly accept, but dont offer any sort of approvals or customer service.

2 weeks ago

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corinne Bradenton, FL

By far the WORST customer service I've ever experienced. I won't waste time with details but I will say that I called them about 10 times over the course of a month (after I newly signed up) to get problems fixed with my online profile and each time I was either given the wrong information, transferred from someone who "didn't handle it" to someone else who "didn't handle it", I was told someone would follow up on certain things and then never did, I often got people who spoke broken English and I could tell they were looking up answers and then either making things up or giving me their interpretation of what they were reading, the list of PCPs on their website is very outdated (I tried 4 different PCPson their list only to be told that for differing reasons the PCP could not be used). When I asked about their list of preventative care that's covered they said there was no list. I asked for some kind of outline instead and they could not provide that either. Which makes me believe there are none, or they don't want to pay so they don't make it easy to find. It was so bad that I decided it was better to risk going without health insurance then give this business another dollar, and I cancelled. Then they kept half of my premium even though I didn't use the insurance at all because they "assumed the liability" during that time. what BS. I can't believe they are still in business. DO NOT USE CVS-Aetna!!

1 month ago

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Ricardo Ortiz Fredericksburg, VA

I changed to Aetna and I don't regret it. I pay zip at any doctor I go to and meds are very inexpensive. Love them, they take care of me for all my medical needs. I called once and customer service was excellent.

2 months ago

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Heather H Sanford, FL

Aetna is reliable and a great provider of information related to your individual needs. Their customer service has room for improvement, but overall, they are very good.

1 month ago

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Chuck Mellisa

Worst health insurance I've ever had Aetna terrible My wife has to take a sugar pill to help her with her chronic kidney disease and they are denying her of it absolutely terrible since then she's been waking up with headaches and the pill was helping her out stabilizing her chronic kidney disease and since I've gotten this health insurance they denied her of help with the sugar pill terrible absolutely terrible I am so angry probably make no sense right now but just so aggravated and mad inside that this insurance company will not help us out The worst insurance company I've ever dealt with shame on these people

2 months ago

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Hannah Castrapel Irvine, CA

Aetna falsely advertises free preventive care. Please, pay attention to Aetna's billing summary! Last year, my husband had a routine checkup and routine lab tests by his PCP's recommendation. Later, he received a $114 bill from the laboratory and we discovered that Aeta treated these tests as diagnostic tests. We appealed twice to Aetna about this. However, they responded that it is considered a diagnostic test because my husband didn't finish his blood tests within 7 days after PCP was ordered. Since we didn't receive any information about the 7 days lab test policy from Aetna, we filed a complaint to California Department of Managed Health Care (DMHC), but they rejected our claim because Aetna is based in NYC. We filed a complaint to the Department of Financial Services (DFS) in NYC, and we finally got a response from DFS and Aetna saying that the lab test should be categorized as a preventive care except VitD test. As you can see, Aetna does their best to save money and try to deceive the customers!

2 months ago

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Shirin Khosravi McKinney, TX

As a provider this company does not pay or take care of their providers. They do not care and will take forever to panel, pay or "escalation" claims. As a costumer, my dentist dropped me because and I quote "my mental health is more important than dealing with Aetna."

1 month ago

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G.J. Boise, ID

We get are health insurance through my husbands employment. They no longer have Aetna for our insurance. His employer has went with a different carrier. When we had Aetna it was so easy to submit a claim. Their web page was easy to navigate even for someone like me with no computer skills. I really liked their customer service they always had a answer to all my questions. We miss Aetna

6 months ago

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Larry Wenhold

I’m now age 77 and have Aetna. In 2015 I had open heart surgery at Doylestown Heart Hospital. I only had a small deductible and Aetna took over, and they were outstanding. Not one complaint. In 2016 my wife had knee replacement, and again we were truly amazed as they picked up everything with small deductible. Recently had gall bladder surgery at Doylestown Hospital. As usual, Aetna just worked as smooth as glass. Amazing, a few days after leaving hospital, Aetna provided us with 14 free meals as part of our coverage. Wow! Aetna pays my fees at local YMCA with silver sneakers. We have plans C which INCLUDES DRUG coverage. Most of our prescriptions have NO co pay. We pay $72 each monthly. At my age it is hard to say WOW, but Aetna has performed better than could be expected. Luv Aetna. 👍🇱🇷

4 years ago

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Bill Joneszchz Latrobe, PA

Aetna was the worst health care provider I ever had. They do everything in there power to cheat you out of health care. They recommended me to use a lower cost MRI. One of the places was out of business and the other did not accept Aetna. I went to a participating surgeon and was denighed insurance coverage by Aetna. They are a very expensive horrible awful medical insurance!

3 months ago

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Tim Long

My name is Tim Long I signed up with Aetna back in Nov 2022. I've made several calls, waited hours, been told that my cards are in the mail, but its been months and still no cards. I didn't get my spending card either. This is not my first time with Aetna but it will be my last. Also my doctor is trying to schedule surgery to have defibrillator implanted and I've been waiting weeks for the approval. I am not satisfied with the service provided by Aetna. T Aetna sucks; there is no excuse for all the calling and waiting but never receiving insurance cards. Yes it's amazing how many hours I've wasted for no results. Having heart failure, the last thing I want to do is wait on the phone for a long time, and nothing come of it. And I'm not holding my breath and expecting the cards after this call to Aetna either.

4 months ago Edited February 3, 2023

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Rylin McGee Washington, DC

Wow! Aetna has been a nightmare. I pay extra for the PPO plan so that I can see specialists without a referral, as well as visit out of network providers. The out of network feature is very important to me, considering a lot of doctors in the DC area do not accept Aetna (probably because it's so horrible), and instead, they operate on an out-of-network basis. As a result, I frequently have to submit my own claims. Unfortunately, Every.Single.Time. the claim is processed incorrectly. I then have to spend hours on the phone each week fighting with representatives for a simple reimbursement. It's to the point where expect it to take around 2 months and 10 phone calls to finally get my claim processed correctly. After that, it takes a few weeks to finally receive a check in the mail. To make matters worse, a majority of their customer service associates do not understand English very well. As a result, I have to re-explain the issue around 3-4 times before they finally understand correctly. Then I get transferred to someone else, and the whole clown show starts over again. All in all, Aetna is a joke. If they are going to try to operate in the United States and use an electronic claim form to make things easier, maybe they should invest in a software that actually works, as well as customer service associates who speak English.

4 months ago

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Magdalena Pastrana Westchester, IL

Have to rate low. Didn't cover as much as Blue Cross has to pay more for meds and worse of all they covered a medication then month later I get letter that it was covered my mm is take and now I'm being billed 1700$ for these meds that pharmacy won't take back even if unopened they don't take meds back once they leave store.. I have to pay 1700$ because they covered medication that they weren't supposed to cover?? Who messed up me or Aetna? Now Im responsible to their mistake.. Wtf

5 months ago

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Deborah Stanger Grand Junction, CO

Do not apply for this insurance! Totally disorganized, couldn't even get a pain clinic referral straightened out, Medical Insurance so called "helped" me get a lifeline phone where I ended up with no service at all and ended up paying for a phone anyway. Referral to pain clinic from a city doctor in June and I still can't use the doctor I was referred to, website doesn't even work so, no customer service response because gmail isn't compatible, etc... Had to change my insurance and still can't get in to the doctor I was referred to and we are now at the end of December. This is how they take care of their disabled and elderly.

5 months ago

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Robert C.

By far the best rate on Medicare Supplemental in my area. I even got a discount through a professional association membership. Claims processing is good, and monthly account information is complete.

8 months ago

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Gary Dent Hyde Park, UT

Prescription coverage is terrible. I have BPH, had the prostate biopsy, was prescribed an FDA approved medication for which there is a generic version that works well for me. The pharmacy said Aetna won’t cover it. I bought it with a coupon for $18 for ninety days supply. Won an appeal against Aetna with help from urologist, they still won’t pay for it. Going to cancel Aetna, they do not follow FDA and doctors recommendations, what is the point of paying for insurance when they won’t pay for prescriptions?

5 months ago

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Morgan Shelton Loveland, OH

Aetna is the worst insurance company I have ever dealt with in my entire life. Don't even bother calling asking for help, they will refuse to help you and direct you to the website. They sent me on a wild goose hunt for 2 hours only for my physician to tell me it was indeed, their responsibility to help. After 2 hours of nonsense, they were able to give me 0 information. Would give 0 stars if I could.

5 months ago

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mike nowaczyk Sylvania, OH

Customer service reps are not professional. You get a different answers about same question every time you call and problem never resolved. Reps are not knowledgeable at all! The last one I spoke with had babies crying in the background. Hardly a professional environment. Then I was put abruptly on hold presumably to quiet baby down. If you ask for someone higher up in company to get an answer they say they can't do that. Probably because they are sitting at home not in an office with supervisors as professional companies do. Extremely slow to get anything done if they do anything at all. Last rep I spoke with said nothing was processed even though the last two reps I spoke with said it was in process! I will not be a customer of Aetna any more . They need to hire professional and knowledgeable representatives.

6 months ago

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Chelsea Pierce Sioux Falls, SD

They are constantly bungling my claims. So far I have had to spend at least 15 hours of time over the last 5 months on the phone with them to sort out them denying my contraceptives, changing coverage amounts for prescriptions that my pharmacy has not been changing the prices on, using incorrect dollar amounts on bills from providers, and duplicating claims. I've asked many times to escalate or speak with supervisor and it's been months with no contact from a supervisor. They have used many tactics such as avoiding answering questions, cold transferring me to the wrong departments, as well as cold transferring me to various CVS pharmacies for medical (not pharmacy) claim questions.

7 months ago

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Keith Whiteley Pinellas Park, FL

This is how Aetna health insurance is trying to walk all over the little man again taking profits over health care for those that have paid them for it i.e., taking the premiums out of my paychecks. I am a teacher at our local technical college, and I suffer from a condition called Fibromyalgia which means that I feel pain at a tremendously higher level than the average person and there are several parts of my body that experience pain such as my hips, hands and feet. This condition inhibits my abilities in doing regular things like walking. I was in a wheelchair for years and got around in an electric scooter. I was a professional automotive repair mechanic for many years, now I teach our next generation how to repair vehicles. After seeing several doctors that could not do anything to ease my pain but give my addictive medications such as opiates that did not really help, I found Doctor Hana he worked with me to greatly reduce my use of opiates and started me on IV ketamine infusions that got me out of the wheelchair and up walking again. Now after covering these infusions for several years Aetna is trying to go back and deny this IV ketamine because they are trying to save money. I am appalled at this company’s complete lack of caring for someone in need. Please help me spread the word!!!!!! Of profits over people is happening again!!!

8 months ago

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Jaclyn OToole Yonkers, NY

Aetna is the worst of the worst! My company basically forces me to get Aetna and I needed a Surgery that would help me breathe and they said it was not a necessity.. i did not know breathing wasn't a necessity! The doctor appealed it sent in pictures i gave in my statement how i am stuck in bed i miss work i cant go out etc and basically they didnt care, I know most people will say who cares but I pay top dollar for the top plan my company offers and for me not to be able to breathe out of my nose at all and to be throwing up all the time bc of mucus is not ok and if a surgery can help i think it is a necessity why should i live like this

8 months ago

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Jean Warech Hickory, NC

Everything I have needed, including spinal surgery, has been authorized by Aetna! After pre- authorization, Aetna has approved for me! I am satisfied with Aetna so far, as of 1 year. Very good customer service. Very friendly staff! I will stay with Aetna!

2 years ago

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Brenda Benson Beulaville, NC

I really appreciate the customer service. When I call I am not put on hold. The rep. was Ester from Cary, NC . She was very patient with me. I had a lot of questions and she answered every one to my satisfaction. She was very polite, friendly and professional. I highly recommend Aetna and Ester.

3 years ago

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Patricia Hope

very prompt--reliable and a good value for the cost of the policy and the coverage we need. Without it we would not have the level of care that we have needed. To get in touch with them when we need to is encouraging and dependable that we can rely on at very difficult times because of our health.

4 years ago

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Amy Stewart Gilbert, AZ

We had Aetna Health Insurance in the past offered to us through my husbands company and we loved it! It was nice and easy to use and covered all of our health and welfare needs. Every time we needed to go to a specialist it was so helpful that they all accepted Aetna. I like that they are such a wonderful service that many doctors use.

4 years ago

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KG Lebanon, NJ

Aetna has always been my favorite health insurance company and I am sad to say that my employer is no longer using Aetna after this year. I am very sad about it. Aetna has always paid any claims that I have submitted and I always felt that I could count on Aetna. Whether using the nurse line or asking a question about my benefits and coverage customer service has always been great and has always done their best to explain thing that I just didn’t get. I’m sad to leave Aetna and hope that the new health insurance company we have to use is half as helpful as Aetna has been.

1 year ago

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Anne Sainsbury Orem, UT

I had health coverage from Aetna while living in Guatemala a couple of years ago. During my time using their service I felt that the customer service was helpful and considerate of my situation. Their online portal was easy to use and I was able to address claims that I made quickly and easily. Were my employment to provide this Health Insurance plan in the future, I would not be disappointed!

1 year ago

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Melissa Morgan , FL

Their customer service is pretty responsive, depending on who you get on the phone. My Aetna plan pays a lot more than other plans I looked at for the things I want such as dental and specialists plus it’s not one of those horrid things where you have to go to a few certain doctors. They need to include more doctors, though. Some that I want to go to aren’t in their program, and I have to pay more, but it’s still very affordable and worth it. They don’t give you the impression you’re being ripped off like some insurance companies do--like it’s a constant battle. Their site is very intuitive and easy to use.

2 years ago

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Jennifer Ogden, UT

We have had Aetna for many years now and they are the best health insurance provider we have ever had. The price is the best part but the network of available physicians is a close second. Any time I have ever had a question, customer service has been able to give me straight forward and honest answers very quickly. I would recommend Aetna to anyone looking for a new health insurance provider.

4 years ago

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Jeff Justice West Jordan, UT

We switched from a competing health insurance company a few years ago when we moved from my wife's coverage to mine. I'd been with the prior company for many years and was reluctant to change. Really just concerned that I'd walk into lower quality service because we we're saving money. That hasn't been the case. Our family doesn't have any major medical issues, but plenty of routine stuff. And Aetnae coverage has been quick and comprehensive. We've never had any claim issues. That's great in my book!

4 years ago

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Martin Roy Valrico, FL

My family pays over $1500 a month in insurance to #aetna and these mofos denied a simple ct scan. Why am i paying insurance for #aetna. You guys suck. How is it you can say what that what my doctor ordered is not necessary? #aetna, what are you doctors too now.

4 months ago

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Fred Jezzi Coraopolis, PA

Regarding their customer service phone line, it is non-existent. I called to question a copay and have been on hold for 47 minutes. Maybe their plan to avoid having to actually provide customer service by not answering the phone. Absolutely unacceptable to leave an elderly person on hold for almost an hour. I guess once they have your premium you are on your own.

6 months ago

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Hanuman G Overland Park, KS

Claims processing is not good, so many errors while processing claims for pregnancy delivery. Need to call so many times. Poor customer care some are dumb some are smart to handle the calls. My experience is not good with them it wasted of time for me. Not sure how this company working without good claims processing, I pity future customers.

6 months ago

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Aaron Woods Denver, CO

Worst healthcare experience of my life. Transferred 5 times and over an hour on the phone and the agent that said he could assist, could magically assist after I asked his name and employee ID number. All from a migraine saving service that Aetna denied and should have paid for. I wouldn't have had to call if they did their job. My deductible is met and now they won't pay for care.

7 months ago

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Dana Greene Ann Arbor, MI

Customer service is rude, insensitive and down right intimidating. They deny all surgical claims unless it has the word Cancer in it and you have fight for the benefits you pay for. When I pointed out ACA regulations and caps to them, they told me to get a third party to handle my claim. The bottom of this box has "amazing" in it I would never rate Aetna it is less than even a star!

7 months ago

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Michelle Myers Glen Ellyn, IL

My experience has been a nightmare. They denied my prescription for my RA. I failed 10 drugs before we found one that worked for me. Two appeals later and it was approved. The cost $1400.00 a month. I have now been without meds for two months while dealing with this nightmare. I would not recommend this insurance to my worst enemy. It was not my choice to get this insurance. This is what my husband’s employer switched to from Blue Cross Blue Shield. They were fantastic and covered everything.

8 months ago

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Caleb Chattanooga, TN

After multiple instances of dealing with Aetna's customer service, I have determined it is one of the worst companies I've ever had to deal with on a purely customer service basis. The "logic" behind their decisions--even after appeal, documentation presented, etc.--clearly demonstrates that the company isn't interested in helping its 'customers,' or anyone else but itself. The company is only driven by its bottom line and profit margins and has no interest in listening to the reasoning, requests, or demonstrated needs of its customers. I pay several hundreds of dollars/month in premiums to this company...I'm far from a freeloader. The treatment I've received by the company is beyond bad. The processes they have in place are designed to exhaust customers and to prevent any objections to their decisions simply because of the red tape involved. If I had the option to give zero stars, I would. In fact, I would give negative stars if that were a thing. I cannot express how terrible this company is with words.

11 months ago

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Lisa Gagnon Slidell, LA

I will give two stars because the majority of the customer services reps I spoke to did try to help. Now here is my official review since being an Aetna hmo dual preferred snp member in February of 2022. So I originally had to change from Humana because I am on a supplement and when I move Humana was not in my area. Aetna after talking to the representative had everything I needed ( so I thought). Well after two months I finally found a primary care physician that I have to drive for 35 miles to when I live in a big metropolitan area. I still do not have a mental health therapist. The only one they could find so far is the mental health clinic from the health department that you go in at 7 and wait to be seen all day. I am not doing that. If I wanted to go to the free clinic I would not have insurance. Not being offensive to the free clinic because I have used them before. I have called every one in the book and got crickets from them as what to do next. I am blessed that my old pychiatrist was in network and I can do tellamed with him so I am still medicated. I have to drive 40 miles to a dentist who was in network and don’t know how that is going to turn out since I have a dental fear. Over all I am highly disappointed with the Aetna plan and may have to find a new plan soon.

1 year ago

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Mrthnmn Norwood, MA

The really poor coverage may be my wife's employer's choice to save themselves a lot of money but the on-line Caremark pharmacy is dreadfully inefficient and incompetent. They frequently require new prescriptions when their own site shows refills available. When they have to communicate with the doctor they do it via FAX. How many hospitals still have FAX machines?! And when you wind up having to call them they have the most-up-to-date system for torturing the customer. Oh. And the web site doesn't work very well. Good luck trying to find your doctor with their search engine, which you're required to do when requesting a prescription renewal.

1 year ago

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Lh Williamstown, NJ

Aetna pop medicare sent me to hearing care solutions to find an in network hearing doctor that would cover exam and hearing aids. They sent me to nation and nation made the appointment guaranteed me they were covered. I went to the appointment and guess what they weren't. I made them call hearing care solutions right while I was sitting there. Hearing care said they have no record of me ever calling!!! Are you kidding me? I have the 4 phone calls to them in my call log. I would have never gone. I cant believe the lies they told me and the hearing place! Another example of company's taking advantage of seniors how dare them!

1 year ago

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John Westerville, OH

Based on today's experience, my opinion of Aetna's pre-certification process is: 1) They value process more than people 2) At least some of their pre-certification rules are written by robots 3) At least some of the pre-certification reviews are conducted by automatons. A surgery was scheduled to remove a device embedded in the body, under tissue and presumable muscle. They would not approve the surgery, based on the information initially provided by the surgeon's office, because : 1) The surgeon did not specify the device was out-of-warranty, when it was actually rendered inoperative by a previous surgery. This presumably caused the device warranty be to voided. 2) The surgeon did not certify the device was not repairable. I'm not sure how you determine whether a device is repairable when it is embedded in a human body, and in any case, presumably it would need to be removed to be repaired, if repairable at all. Makes no sense to me. The additional information requested was provided yesterday, for a surgery scheduled today. The patient was in pre-op awaiting approval, and the response of the pre-certification team was along the lines of: "It would take up to two weeks to make a decision". Unbelievable! The surgeon's office is slow in providing additional information, but Aetna would not do anything to prevent the patient (customer) being inconvenienced. If you are shopping for health insurance based on value, I suspect you can find a provider with somewhat less bureaucracy, and more empathy for the patient. This will be the last year I will use Aetna as our health insurance provider. Aetna has provided fairly decent service in the past, and I gave them many chances to fix this pre-certification issue yesterday and today, but they seem to cling to their bureaucratic procedures, when a simple decision made quickly would have resolved the issue. Another incident like this, which is highly unlikely given the short amount of time until I switch providers, would probably result in a one start rating.

1 year ago

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paul twiraga Brockton, MA

I went in to mansfield health care for a follow-up appointment to go over x- trays and blood work for my knee and foot with a aetna ins.$45 co-pay. While there the doctor suggested cortizone shot in my knee, the total time in exam room was 13 minutes. When I got the bill they charged for a surgicle procedure. I called the billing hospital and was informed the mansfield was no longer authorized to do surgical procedures. I called etna insurance and they charged me an additional co-pay of $290 for a day surgery. Getting a shot is not surgery. I have this shot in the past in never charged for a 1 day hospital stay. Aetna refused to change what I was charged and made me pay $290 over what I should have been for a 13 minute office visit. Beware of aetna and what they will make have pay. They work with providers to make you pay excessive co-pays. They don't really care about you just there bottom line.

1 year ago

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Pcmimi Baxley, GA

TERRIBLE CUSTOMER SERVICE ...good insurance coverage. I called today and was transferred to "14" people who could not tell me about the advantage plan. Was on line for 2 hours with them. Would not recommend them unless you have a local agent. My agent passed away 6 months ago and they could not tell me who I could contact locally to take care of me should I have an emergency or questions.

1 year ago

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Aleksandar Gutesa Doha, DA

The guys I've been receiving emails from are very nice and responsive, in general if this review great would be based on Customer Care, I'd rate it 10+ stars. But: 1- Just too expensive. Comparing to BUPA, Allianz I had before (working for the same company; they've never got back to me why they've changed providers) like 13-15%. And their lists of benefits were longer than AETNA's. 2- I've been exchanging emails with their Claim dpt. for days now. Apparently, vaccination for kids is not part of my coverage. Not for COVID. For MENINGOCOCCAL MENINGGITIS A,C,Y! &W. Sorry for being sarcastic, but I was shocked: at the early 21st century! Needless to mention that local providers here in Qatar, not branches of come big, word renown provider, have ALL the vaccinations covered. Where I'm coming from (and my country's annual GDP is 30% less than overall AETNA profit) it's also free/covered. I'm looking into a way how to leave AETNA and enroll with some other provider before end of one year coverage. Annually I'll save circa EUR4500.

2 years ago

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Missy Charleston, IL

I have Aetna through the state of Illinois. Since the state switched to this current plan, I've been very impressed with the customer service and the coverage. Much better than anything we've had previously!

2 years ago

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Natalia Correa MDTribe Miami, FL

I had this insurance previously with one of my employments. I had a copay but I was able to go to the ER and outpatient. After my $40 copay, it covered everything else such as immunizations and routine lab work.

3 years ago

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Jacinda E Sandy, UT

I was covered with Aetna insurance when I was on my parents plan. Customer service did a great job at answering all the questions I had with benefits. They were great at helping knowing what was on the plan, but I did not like the plan. We had to still pay quite a bit out of pocket.

5 years ago

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MBA Dallas, TX

Insurance works well for the patient. They go above and beyond

3 months ago

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altavise davis Tallahassee, FL

When I broke my toe bone and needed to see an orthopedic I was grateful to have Aetna. Aetna covered everything so that I wouldn’t have to worry . Instead all I needed to do was show up to the doctor and take care of myself just like Aetna took care of me! I recommend people to research Aetna and it’s benefits because they really help you!

1 year ago

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roberto arcia Columbia, MO

I have had Aetna health insurance for a while now. They have great customer service and are very tentative to customer requests. Aetna has various options for insurance, for members of all types of income. I have greatly appreciated my time as a consumer of Aetna.

1 year ago