AETNA Health Insurance Reviews
3.69 / 5 based on 226 Reviews | Submit Your ReviewSatisfactionClaimsCostBillingService
Aetna is one of the largest health insurance companies in the United States, with more than 35 subsidiary companies in addition to the primary company. The company has over 26,000 employees and over 45 million customers spread across several lines of insurance, including health, dental, long term medical, and more.
Company Information151 Farmington Avenue RE2T
Hartford, CT 06156
Last Updated: 2018-05-25
Company Reviews (226)
Terrible, July, 2016
Aetna was one of several choices provided by my employer in this location. I have used them for several years now and I am very disappointed by their claims coverage and customer service. They repeatedly denied claims for services that should be covered (example: PT after surgery - that one should be a no-brainer). I have spent an unbelievable amount of time on the phone and in writing trying unsuccessfully to appeal denials. Every time I call about a denied claim, the rep gives me a different story. Twice I have filed all the required paperwork, gone through the appeals, been informed that the claim would be covered - only to have the decision reversed AGAIN down the line. Their strategy seems to be to wear down the customer. In summary, Aetna is the best advertisement for a single-payer system that I can think of. If you have ANY alternative - don't use them.
utterly inconvenient-lame good for nothing coverag, September, 2016
So far....I have paid more than $5000 to doctors out of pocket. This company Takes painfully long period to review the case once the patient's file is sent for it. I have been calling them since around June to send my case for the review. its end of September now and I found out today that the case had still not been sent because a document was required and pending....which was faxed to them twice almost two months ago and it was confirmed over the phone that it has been received. anyway the agent put me on hold and then came back with the information that document was available with them in the system but the case for review was just not forwarded. I was obviously annoyed and asked why....the agent couldn't kept her cool and said she can only tell me what the system says and theres nothing she can do and that she can't speak for what the previous agents had been telling me. so... two more months if the report actually gets sent....and if it does and if the review is completed in next two months i'd have waited 5 months just for the review. and if i still after a couple of months find out report was sent for review i'd have to wait another couple of months because that just is how long it takes for the review process and verifications to complete...and I fear they are going to cover hardly anything the way they have been going about it so far...once the process does get completed....
Doesn't Cover Much, June, 2016
Aside from the copay already being pretty high ($50) a visit, the insurance didn't cover much. I've had to have different doctors resubmit regular preventative care tests several times just to still end up with a large bill.
Appalling, unforgivably bad claims process, July, 2016
I've been insured twice with Aetna International while working abroad (first in South Africa, then in Japan). While the website has evolved somewhat over time, the claims process remains absolutely abysmal. Virtually every claim I filed was mishandled in some way and required follow-up, sometimes five or more times for a single claim.
Sometimes all records of a claim mysteriously disappeared, and Aetna said they had no idea what had happened. In these cases, I forwarded them my confirmations of the submissions and they asked me to re-submit everything from scratch since they didn't know what had gone wrong.
In other cases, I've had claims which were processed, approved, and supposedly paid out, but can't find any payment corresponding to the date on which they claimed to have paid. When I've asked for confirmation of where the money was sent, they didn't know and said they'd have to investigate.
In other cases, payments did come through, but without a clear reference to identify which claims they corresponded to, and Aetna's own people couldn't identify which payments corresponded to which claims. This isn't a trivial problem when you're working with foreign currencies whose exchange rates fluctuate. If I submit a claim in yen or euros, it's not clear what the corresponding value will be in USD when the reimbursement reaches my US account. And since they sometimes pay out multiple claims in a single lump, this makes it even harder to identify without a detailed reference.
I've also encountered numerous cases where they messed up the claim date, leading to further confusion. Aetna International is based in the US, but forms submitted abroad typically have the date format reversed (dd/mm). One would think an insurer that caters specifically to expats would have this figured out, but no. If I visit the doctor on April 8, odds are high that they'll input it as August 4 instead.
FFFF, September, 2016
Sold policy after speaking to Rep. Told all Meds were covered. They were but it was cheaper to buy without Etna Insurance. Was also told my doctor was in Network, was not - got huge bill for out of network. Etna is deceptive filed a complaint now told my policy will be cancelled. No integrity at all in regards to this money grubbing company. Use at your own risk.
They are the worst insurance company, September, 2016
I have to switch to Aetna because of work. I have had a heart condition for 13 years. $ years ago my cardiologist prescribed a new medication because the one I was taking wasn't working. In this time period 3 insurance companies paid for it but Aetna denied it asked for documentation from my doctor which he sent, they again denied it saying we need 1 month proof of failure. I guess they want proof that I will dead then okay.
Same thing for another medication that because of my resent test results my doctor prescribed again they denied it. For these 2 medications my doctor sent them 100 pages of documentation.
They charge me over $750 monthly and then this. If this isn't a scam then what is?
Antiquated and Incompetent Processes, September, 2016
#1 Issue: ongoing since January 2016 is that Aetna Network Management indicates to my provider his reimbursement is $80-84; yet Aetna continues to process claims only paying provider $55. Week after week, month after month, Aetna has not resolved this issue.
#2 Issue: really takes a long time to dispute claims, have claims reviewed, re-processed; something that should only take a few days takes 2-3 months or more.
#3 Issue: customer service reps are so nice, making promises to assist, yet you get no where. Customer service reps really can not do a thing for you.
#4 Issue: Claims backlog for first three months of the year; EOB's not mailed or uploaded on portal. EOBs and claims are never processed real time, but run 30-45 days. EOBs upload turn of the month and may be 1-2 months behind. Corrected EOBs do not ever show up on the portal, only the first claim entry, first EOB, is posted, not any revised ones.
#5 The right hand does not know what the left hand is doing. For real! This company is really mismanaged.
AETNA = POS insurance, July, 2016
Aetna is just plain a POS insurance company, One of my medications that use to be $25 with Humana is now $112 with Aetna!!!! I called and asked WTF? they just said it was a speciality med, I asked why could Humana charge $25 and Aetna could not, They basically told me they were a little more expensive, A little more??? from $25 to $110 !!! My wife has been on this medication for her face, again no problems with Humana, but with Aetna, they refused to fill her prescription, I have been getting injections in my knee so I can function at work and lead a normal life, with Humana, no problem, with Aetna, They refused, Aetna is the WORST insurance on the planet, they are a complete POS, you pay premiums for what??? Oh but when the rep is here at work, she glorifies as if Aetna is the best, Stay away from the so called insurance company, dont believe their reps, they are just sales people..
AETNA HEALTH SUCKS, June, 2016
I made a claim over 6 months ago. AETNA has still not paid me the over $200 dollars they owe me. I keep calling and they say they will issue the checks, but I never receive them. Yet I have no problem getting their bills.
Worst of the worst, May, 2016
Unsatisfied! Obnoxious CRM system. Gave my physician a hard way to go. There mottos is collect premiums and pay out as little as they can get away with.
Huge premium costs, with minimum benefits, November, 2013
I have Aetna health ins. now for my family and I pay over $700 per month, but I have to accept an $8000 deductible. Consequently, Aetna will not pay for any of my medical costs until I have fulfilled my deductible. I have never maxed out my deductible in the past 2 years. Only way to do this would be to have a catastrophic hospital visit. I need lower cost Ins, and lower deductible, but Aetna refuses to cover me, and will be dropping my policy on Dec. 31, 2013. What a waste of money.
Convenient, January, 2012
In today's age convenience plays a mayor role. This Insurance Company is the best. I can select any doctor I want without going to my primary doctor for a referral. Now that's great . No waisting time, no hassles. I love it!
aetna, December, 2013
aetna group policy offered through company.like the blend of HMO and PPO option with the plan. Do not like the price tag.
Satisfied Consumer, October, 2013
We had Aetna through IBM for a number of years. IBM is getting out of business of providing Medical coverage for it's retired employees. We need to shop around for coverage in 2014.
Patient, January, 2012
90 % Satisfied with this company. Would concider another company next year. 90 % Satisfied with this company. Would concider another company next year.
Pretty good, June, 2016
Cost is high but excellent customer service.
Terrible Company, May, 2017
Former employer changed my coverage to be "covered" by Aetna. I have never been so medically and financially poor in my life. Over the years I was stuck with huge medical bills, several times I've asked for an explanation and nothing until just recently right before changing my choice on my own. I was told between Medicare and Aetna they only pay 80%. Medicare paid 80% and Aetna just pennies if anything. My premium steadily increased and I received nothing. In 2010, my medical bills were $10,000.00 and last year again $4,000.00. The elderly are truly discriminated against, we don't take prescriptions as we should for fear we can't afford the next refill, neglect to see the doctor and try to doctor ourselves because we can't afford it and don't eat properly because that is a luxury for those we are paying taxes to care for. This company made me wait forever for a reply, but I continued to receive large hospital bills they would not cover on a timely basis. Shame on this insurance company for scamming the elderly and making money off us...and shame on our reps in Washington for allowing this! I'm sick of taking care of the young adults and their children who they take to the doctors constantly for well care visits on my tax dollar. I have been disabled since 2008, have no savings because of my medical and the stress has made my medical conditions even worse. Choose another insurance, this one is the worse!
Aetna is superlatively unscrupulous,poss. criminal, February, 2017
I have had Aetna for over 5 years through my work. Like everyone I work with, I loved it...until I needed a doctor. My experience has led me to the thesis that they are unwilling to pay for claims if even the smallest technical problem is seen on the referral or a prescription is very expensive...in which case they require pre-authorization that is impossible to get approved in time in emergency situations (and backdating for reimbursements is a pasquinade to lure you into their premiums).
For example, I recently needed a pre-authorization for a prescription that I paid for in an emergency. They take >48 hours to approve pre-auths, even in emergency situations. So, after about a week, I called member services. They told me that my pre-authorization had been approved! YAY! However, they wanted me to call the specialty pharmacy to backdate the pre-auth. The rep sounded so genuinely surprised that I was approved that I called him out on it. Though he was very nice, told me that he could not help me backdate the pre-auth, and that I should call the pre-auth number. When I did, I was told that there is no record I ever had a pre-auth and that I should call member services. So having come full circle, I called member services and reminded the representative that I had already called 3, and that I was told two days prior that my pre-auth was pending; one day prior I was told (surprisingly) that I was approved; and today I was told no such authorization was ever submitted by the doctor on my behalf. The subterfuge escalated, and I was told there was nobody available to help him find the missing record. He said he would call me back and he never did. I paid $1500 for my medication for the second time without being reimbursed.
I wish this event was isolated, but over the past two years I've paid for 2 specialist visits and at least 3 medications out of pocket. The bottom line is: go with Aetna only if you never plan on using your expensive health insurance policy!
good coverage, October, 2016
It was good coverage. I am not part of group anymore due to divorce. There cobra coverage is too expensive. Need new plan for future.
Happy , August, 2016
Satisfied with coverage & service
Satisfied, November, 2014
Policy chosen by spouse's employer. Both of us were satisfied with Aetna. Very good resolving medication costs and related co-pay questions.
Good coverage, November, 2014
Prompt payment of claims
i was very happy with aetna, their service was top notch. Im leaving them because of obama care, I cannot afford the policies that are acceptable to obama care
Good company if ?, August, 2014
Your Doctor takes the insurance. I had to change some of my doctors because they did not take Etna.
Also, their deductables tend to be high
I have cobra plan expire on 12/31/2013
loseing you, December, 2013
I would love to stay with aetna but thanks to obama care I'm loseing it they were great it fit me perfectly with I could stay they were great
Lost job-Aetna camparisions, November, 2013
I had good coverage with Aetna plan offered by my previous employer. As a diabetic, I need to replace it especially with lost cost doctor office visits and prescription cost for insulin.
Review of AETNA, October, 2013
We were very satisfied with AETNA for the coverage and cost. It was a company subsidized policy which is no longer available to the retired employees.
Lossing job, October, 2013
Satisfied with insurance. changing because government laws caused employer to shut office. will become unemployed 11/22/2013.
Comparison to Spousal Group Plan, October, 2013
My spouse has a current Aetna enrollment pending this November through her workplace which I am under and included in her plan. We would like to understand our options. What is available and cost effective to include Health-Medical, Dental, Drugs, and Vision.
Insurance Cost, October, 2013
I really like the plan that I have, but I am looking for a cheaper payment. Also my policy is through my part-time job because it is much cheaper than it would cost me at my full-time job and I may be leaving this company.
Satisfied, October, 2013
Aetna Health Insurance is serviced with such professionalism. You receive health care thoroughly and fast. The doctor and staff resolved issues immediately.
Very expensive, October, 2013
I just can't afford this policy because it is COBRA and it was the only choice I was given. I need a less expensive plan.
Cobra benefits, September, 2013
Insurance cost too much with Cobra
Aetna Review, August, 2013
I got this insurance from a company I used to work for and it is very good coverage
Insurance is through company benefits and has been good for the last 20 years. I would reccomend this insurance for anyone who needs medical coverage
group plan through employer, July, 2012
Aetna has a terrific plan that has covered all my needs and my husband's also. Unfortunely I believe, because I am currently out on disability, that I will be forced to replace my health insurance soon.
great customer service, April, 2016
There was great and prompt response to needs
DROPPED BECAAUSE OF OBAMACARE, November, 2014
Happy with Aetna and Policy. Had high deductible but low premium . Dropped because of Health Reform Act 1 year before Medicaqre
Aetna Review, October, 2014
I had Aetna thru work. I am no longer employed and cobra for myself and wife is to expensive
was provided coverage by spouse's company. Divorcing need coverage.
health insurance, October, 2014
since unemployed I have to find a lower monthly payment until I find another job. so I would like you to give me some ideas of a monthly payments.
Change of Employment, April, 2014
Must change insurance companies due to employment.
Looking for comparable policy w/lower cost, November, 2013
I am now paying for my insurance through Cobra and need to lower my cost.
Cobra, November, 2013
I am currently on Workers Comp (L&I)and my current coverage cost has already gone up by 100% and is going to increace by another 150% on 1/1/2014. I only get 80% of my old wage and this is tuff enough. I hope I can find help out there.
Was covered under Aetna through mother's employer. Mother passed away and now we need to find new insurance
Aetna is what my job offered. I know it's not fault but coverage is going up $50 every 2 wks
healthcare, October, 2013
with obama care i need to ensure my family to avoid getting any penalties in the future. thats why i am getting quotes for insurance
The wirst, December, 2017
Reject our claims over the protest of our pediatrician. Multiple appeals result in no real explanations just denials. A very frustrating company. Avoid at all costs.
Good customer service, but.., November, 2017
I had Aetna for health coverage for several years, but I had such an awful experience this year that I’m canceling my health insurance with them. The communication between the doctors office and them is almost non existent. The doctor tells me one thing and they tell me another. I can’t recommend this health insurance company to any person.
Excellent & Rare, June, 2017
Having consulted businesses for years, not only do I know of what I speak, but I am exponentially more critical than most when weighing a company's operation, including the heart of any business, customer service. This company is the gold standard.
In recent years, I continually exhaust my patience when attempting to get information or seek a solution to a problem. Every employee I have spoken to has been exemplary. Kind, courteous, knowledgeable and efficient - sounds like a paid solicitation, it's NOT.
Finding and correcting faults, is how I made a living. I'd go broke with Aetna. They do it right.
Why, you ask, am I being so complimentary?
Because most businesses think "accepting returns" is good customer service. The efficiency of Aetna's employees are seldom seen today and they deserve credit for their distinguished efforts.
Bad. Before, much worse now, May, 2017
Policy changes without notification, medicine costs by Aetna Home Delivery obnoxiously expensive. I am a veteran and I thought they were good, Tricare not available for my wife, they are plain and simple thieves. I hope to God they go bankrupt.
Ignorant Customer Service, April, 2017
Due to the fact that hardly anyone at Aetna knows what they are doing we have received two different bills that should have been covered by insurance.
The first bill was for our baby's wellness check at birth and the bill was kicked back to us three times. The billing company said that it was a normal occurrence with Aetna insurance. She said they purposely kick bills back...it's an automatic setting in their system. She said if we get the bill again then she would send us a form to fill out that they fax or mail to Aetna so it doesn't go through their system and is handled by a person.
Second, due to a switch in insurance companies a bill was not going to be covered by Aetna but because Aetna's employees did not understand the problem it took them over 15 months to finally let the company know that the bill was not going to be covered by them. 15 MONTHS! That meant we could not file it with the other insurance because there is a one year file time.
What company needs 15 months to figure out a simple billing problem?
Claims Never Paid, April, 2017
Overall I have NOT been satisfied with Aetna. Several doctors visits in 2016 were not paid by Aetna and they never provided any explanation of why they were not covered. In the end I had to pay over $1250 of claims out of pocket because Aetna wouldn't cover the claims and after resubmitting the claim 4x and calling their claims department 6x I simply GIVE UP!
Horrible care, March, 2017
AETNA has denied necessary treatment for my child's auto immune encephalitis . Many have the same problem of neglect from duties from AETNA . Stay away from AETNA they are fraudulent and neglectful . OR JUST GREEDY..
Outrageous cost, March, 2017
It started good but my premiums have tripled. I can no longer afford the insulin pump because they don't cover it anymore, barely afford insulin and they can't seem to provide or cover drugs mandated by the aca. I fixing to drop insurance because at this point the cost is the same without it and I will be able to get the drugs I need. This company is a complete scam.
Horrible Save Yourself, January, 2017
I have had a insurance plan on my son for 10 yrs. He was with another company that was bought out by Aetna 2 years ago. On November 16 I called Aetna because I heard they were pulling out of the area. When I called, they have confirmed they have the call, they said that his policy was not affected as it was not through the market place. When i called in January to pay his premium payment and was told his policy was cancelled. For the same reason they told me it wasn't affected. I tried to get a new policy quoted and got the run around being transferred all over then told someone would call me. Meanwhile my son who takes medication monthly was without insurance and I was told "we are sorry that you were given incorrect information and we do have that recorded but there is nothing we can do." So we suffer. Luckily I was able to put him on my insurance at work although it is costing me double and affecting our finances since we had not planned on this type of burden. Today 01.16.2017 I finally received a call from someone to quote the prices for a new policy, this is 2 weeks later. NO THANK YOU!
Save yourself and don't believe anything they tell you. When they mess up you will pay for it and they will do nothing to assist. They have no problem taking your money though.
Good News, December, 2016
Aetna will no longer be listed as a choice on the healthcare marketplace. Go to wikipedia and look up aetna. There ts a long list of abuses and complaints against them and fines they have paid throughout the years. Enough said!
You cannot rely on them., November, 2016
Aetna once provided me with a very inexpensive ACA-grandfathered high-deductible plan. Then one day Aetna decided it was simply not going to renew my policy, thus leaving me stranded with no health insurance. I was lucky to get into Altrua's health sharing ministry because I would otherwise now be uninsured. (See also Liberty HealthShare, Medishare, and Samaritan Ministries for alternatives if you are in a similar situation.) I would never do business with Aetna again because it is clear that I cannot rely on them.
Worst Health Ins Ever, September, 2016
Aetna won't approve MRI, Aetna wants doc to put me on narcotics for a ruptured disc first and physical therapy. I will not be accepting this coverage from my employer when they renew next year. I just hope and pray everyone who works for Aetna ends up in the same pain I have. If I were a refugee I would not have to live in this pain.
Worst Insurance Ever, July, 2016
I had to deal with the Claim department for short term disability after I had brain surgery and I had the worst experience of my life going from person to person and no one was ever able to satisfied my request for communication with my doctor. I had to do most of their job from my bed while trying to recuperate from a very serious health condition. I would never recommend this insurance to anyone.
The only reason why I need insurance is because I'm getting divorced and cannot be in his plan anymore.
Excellent customer service, June, 2016
I had an unexpected health problem and had a heart transplant. Aetna's coverage has been fantastic and the customer service has been fantastic. Two hospitals have created billing errors on multiple occasions. The hospitals have had problems sorting out their own errors. I call Aetna and Aetna takes charge of the situation and helps the hospital straighten out their own billing errors. On one occasion, the hospital could not figure out the error they made, and Aetna actually figured it out and told the hospital how to correct it in their system. Aetna goes above and beyond to help out their patients.
An Expensive Card, May, 2016
I have the Aetna health insurance card in my wallet and I thought that it was supposed to help me out with the health care costs sense I pay them and astronomical amount of money every week. Well, it really doesn't, my wife and I had a baby this year and if I had not had insurance at all, I would have come out ahead without premiums and deductibles, and coinsurance. They claim to cover postpartum care under the mothers deductible and coinsurance, but really that's a lie, they only cover a few days but not the whole thing. My son was born 5 weeks early and needed to be in NICU for 2 weeks, they coverd the 1st 5 days of his stay under his mothers deductible then split him off onto his own so I have to pay yet another deducible.
Why do I pay them again? They are not helpful and they cost me a ton of money every year for very little coverage.
no longer on insurance, April, 2016
mom is working minimally due to illness,, cobra is 1300 per month. she needs this insurance to keep her doctors but if i have a separate inexpensive plan her cobra payments will be a lot less. I am a student and have no income
very good insurance, March, 2016
never had a problem with them, if you follow the rules, get the referrals. had this insurance for years.
Change job location so no coverage, March, 2016
Insurance for being oversea. I am now back working in the US.
Company based insurer, no longer employed., March, 2016
I liked the coverage. However, my husband no longer works for the company so I have to get other insurance.
Good insurance, January, 2016
Good insurance but without employer contribution, i am unable to shoulder the whole premium since i was laid off yesterday.
retired no longer eligible for this plan, April, 2015
aetna provided by union contract, having retired the coverage terminates
GOOD, March, 2015
they cancelled my plan, December, 2014
I would have stayed with Aetna but they discontinued my policy
Great but increased prices, November, 2014
The new coverage more than doubled overnight.
Need affordable coverate, November, 2014
My present coverage is doubling and I can't afford that. I need a more affordable monthly premium with not too high copays.
Unsure of new coverage, November, 2014
I am shopping around because I don't like my company's new insurance plans with Aetna. No co-pays, but coinsurance is out rageous.
Losing itp because of Obama care
health care, October, 2014
Overall company does a good job. Deductible is somewhat high but really not sure of competion.Employees are friendly and helpful but need to clarifycertain details.
I AM SEPARATED AND MY DEVOICE WILL SOON BE FINAL
Aetna has chosen to no longer sell this product in my area.
Aetna, February, 2014
Am on Cobra and it ends March 1, 2014
Need more coverage, December, 2013
I have had no problems with this company just need more coverage now so I am checking rates. I have type2 diabetes and need more dr. visits.
Aetna Cobra Ending, October, 2013
I had taken Cobra coverage on move to Massachusetts to have coverage until getting settled in new area and new job.
Insurance through work getting very expensive