Aetna is an American managed health care company that was acquired by CVS Health in 2018.
What you need to know about Aetna
The company responds to most customer complaints in a satisfactory manner.
- Aetna’s customer service response times can vary depending on the method of contact, the volume of inquiries, and the nature of the issue.
- You can resolve a problem with Aetna with our insider guide or through our executive contacts.
- Aetna’s customer service policies are standard. Here are our frequently asked questions about Aetna.
Aetna customer service response times
Aetna’s customer service response times can vary depending on the method of contact, the volume of inquiries, and the nature of the issue. However, here’s a general idea of what to expect:
Phone support | Phone support is available Monday through Friday from 8 a.m. to 6 p.m. Eastern time. Call Aetna at (800) 872-3862. |
Email support | Aetna does not provide email support. |
Live chat | Accessible through the member website after logging in. Live chat is available Monday through Friday from 8 a.m. to 6 p.m. Eastern time. |
Online contact form | Members can submit inquiries through the online contact form. Response times may vary. |
Social media | Customer service representatives are available on social media to assist Monday through Friday, 8 a.m. to 8 p.m. Eastern time. Here’s how to reach Aetna via social media. |
How to resolve a problem with Aetna
Like many companies, Aetna normally likes to conduct customer service transactions by phone. This makes it difficult to establish a paper trail. This guide on how to solve a customer service problem will help you resolve most problems with Aetna. You can also refer to the executive contacts below or contact our advocacy team directly.
Note: If you’re having customer service trouble, please use our proven methods for fixing any consumer problem before contacting a manager.
We care about accuracy. If any of the following email addresses bounce back or the phone numbers are incorrect, please report it to us immediately through this form.Aetna mailing address
151 Farmington Avenue
Hartford, CT 06156
Aetna loyalty program
Aetna offers wellness rewards programs called Aetna Better Care and Aetna Well-Being that provide incentives for completing health-related activities such as check-ups and screenings. Members can earn points or gift cards, but availability depends on plan type and employer offerings.
Aetna social media channels
Aetna executive customer service contacts
Primary Contact
Executive Response Team
151 Farmington Avenue
Hartford, CT 06156
ExecutiveResponseTeam@aetna.com
Secondary Contact
Prem Shah
Group President
151 Farmington Avenue
Hartford, CT 06156
prem.shah@aetna.com
Alternative Contact
Sreekanth Chaguturu
EVP, President of Health Care Delivery and Chief Medical Officer
151 Farmington Avenue
Hartford, CT 06156
sreekanth.chaguturu@cvshealth.com
Alternative Contact
Steve Nelson
Executive Vice President and President, Aetna
151 Farmington Avenue
Hartford, CT 06156
steve.nelson@cvshealth.com
Alternative Contact
Katerina Guerraz
Chief Operating Officer
151 Farmington Avenue
Hartford, CT 06156
katerina.guerraz@cvshealth.com
Chief Executive
David Joyner
151 Farmington Avenue
Hartford, CT 06156
david.joyner@cvshealth.com
Aetna customer service policies
What are Aetna's terms of use?
Aetna’s web and mobile terms of use outline the conditions for accessing and using its websites and applications. By utilizing these platforms, users agree to comply with the specified terms, which may be updated periodically. The provided information is offered “as is,” without any expressed or implied warranties, including those of merchantability or fitness for a particular purpose. Aetna disclaims responsibility for content on external sites linked through its platforms, as well as for any direct or indirect damages resulting from the use of its applications or linked websites. Users are encouraged to review these terms regularly to stay informed about any changes.
What is Aetna's privacy policy?
Aetna’s privacy policy states that the company collects personal data, including health information, to provide insurance coverage and related services. These data may be used and disclosed for purposes such as treatment, payment, and health care operations. Aetna provides the notice of privacy practices to inform members about how their information is utilized and shared. Members are encouraged to review these notices to understand their rights and the company’s privacy practices.
Aetna self-service links
How do I find a doctor on the Aetna network?
Visit Aetna’s “find a doctor” page.
For additional assistance, log into your Aetna member account or contact Aetna’s customer service at (800) 872-3862.
Is my medication covered under an Aetna plan?
To determine if a medication is covered under an Aetna plan:
- Visit the medication search tool: Navigate to Aetna’s “find a medication” page.
- Identify your pharmacy plan name:
- If you’re an Aetna member, locate your pharmacy plan name in your summary of benefits and coverage (SBC).
- If you’re considering an Aetna plan, consult your employer’s HR department for the plan name.
- Select plan year and type: Choose the appropriate plan year and type to access the relevant formulary.
- Search for your medication: Use the search function to find specific drugs and view coverage details.
For personalized information, log in to your Aetna member website to view drug coverage and associated costs specific to your plan.
How can I contact Aetna customer service?
For general inquiries, call: (800) 872-3862.
For online chat, log in to your member account on the Aetna website.
For email: send an email through your member account.
For Aetna Medicare Supplements:
- Call Aetna at (833) 771-6563. Representatives are available 7 days a week from 8 a.m. to 8 p.m. Eastern time.
- For Aetna CVS Health: Call (844) 383-6129. Customer service hours are Monday through Friday from 9 a.m. to 8 p.m. Eastern time.
What is Aetna’s customer service email address?
Aetna does not have a customer service email address, but you can send an email through your member account.
What are Aetna’s customer service hours?
General inquiries: Call (800) 872-3862. Representatives are available Monday through Friday from 8 a.m. to 6 p.m. Eastern time.
Aetna Medicare Supplements: For Medicare-related queries, call (833) 771-6563, 7 days a week from 8 a.m. to 8 p.m. Eastern time.
Aetna CVS Health: Call (844) 383-6129. Representatives are available Monday through Friday from 9 a.m. to 8 p.m. Eastern time.
How do I cancel my Aetna insurance?
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Check the terms and conditions document on Aetna’s website (usually found within the “Contact Us” tab) to understand the required documentation.
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Contact customer service:
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Call Aetna’s customer service at (800) 872-3862 during regular business hours (Monday to Friday from 8 a.m. to 6 p.m. Eastern time, excluding holidays).
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Be prepared to provide basic personal information such as your full name and member ID number.
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Confirm cancellation requirements:
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During the call, ask for specific guidance on the best way to proceed.
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Different policies may require varying notice periods before the termination date (e.g., 60 days’ versus 30 days’ notice).
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Submit a written request for cancellation:
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After receiving confirmation from Aetna’s customer service team regarding your plan’s specific cancellation requirements, send a written request via mail or fax. (Call customer service at (800) 872-3862 to confirm the correct fax number for your exact plan type).
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How do I get a refund from Aetna?
Check for overpayment by reviewing the member’s coordination of benefits (COB) status.
If you’ve confirmed an overpayment, gather:
A check issued to Aetna for the overpayment.
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- Member’s name and ID number (include a copy of their Aetna ID card if possible).
- Dates of service.
- Supporting documents like a letter explaining the refund reason, an Explanation of Benefits (EOB) statement, corrected bills, etc.
- Mail this information to the address on the EOB statement or member’s ID card. If those aren’t available, send it to: Aetna Inc., PO Box 14079, Lexington, KY 40512-4079
- To request a refund from Aetna for an electronic payment, contact customer service via phone, email, or online portal, providing payment details and any supporting documentation.
Does Aetna have customer service chat support?
Online chat: If you’re already a member, log in to your account to chat with a representative online. Visit the Aetna contact page and use the chat feature to get your questions about plan features, tools, costs, and more answered.
Email: You can also email Aetna through your member account. Just log in and use the email option to reach out.
Phone: Call the number on your Aetna ID card.
How do I change my Aetna coverage?
Open enrollment: If you have health benefits through your employer, you can make changes during the company’s annual open enrollment period.
Life changes: Certain life events allow you to adjust your health benefits outside of open enrollment. These include:
- Marriage;
- Divorce or legal separation;
- Birth or adoption of a child;
- Loss of coverage if your spouse or domestic partner loses their job or dies.
Job-related changes: Losing a job or changing jobs often means giving up the health insurance plan provided by your previous employer. Here are some options:
- COBRA: Check if you can stay on your employer’s health plan for a period through the Consolidated Omnibus Budget Reconciliation Act (COBRA).
- HIPAA: Understand your rights under the Health Insurance Portability and Accountability Act (HIPAA) when changing jobs.
- Individual plans: Consider buying an insurance plan on your own.
- Government programs: Explore government programs like Medicaid.
If you have specific questions or need assistance, contact Aetna’s customer service via the online chat, or call (813) 775-0141.
What is Aetna’s customer service phone number for international customers?
For general inquiries: Phone (direct or collect): Call +1-813-775-0141 to reach Aetna’s customer service for status updates on claims.
For health care providers: If you’re a health care provider and need to contact Aetna International regarding online transactions, claim status inquiries, and form requests, you can email them at AINetworkManagement@aetna.com or the secure provider website.
How do I file a complaint with Aetna customer service?
If you have a non-Medicare plan, you can file your complaint online. Visit the Aetna Complaints, Grievances and Appeals page and follow the instructions to submit your feedback.
For non-Medicare plans, you can also print and complete a complaint form. Once filled out, you can mail it to Aetna. The form is on the same Aetna Complaints, Grievances and Appeals page.
If you have a Medicare plan, you can file a complaint by visiting the Aetna Medicare Grievances and Appeals page and following the instructions to submit a grievance online.
For Medicare plans, you can also write a letter describing your complaint and mail it to:
Aetna Medicare Grievance Department
PO Box 14067
Lexington, KY 40512
Alternatively, fax your grievance to (866) 617-4971, or call Aetna Medicare Member Services at (800) 282-5366.
How can I check the status of my Aetna claim?
Log in to your Aetna account on the website or mobile app. You can view real-time updates on the status of your claim. If you need additional information or assistance, contact Aetna customer service at (833) 771-6563.
How to get professional help with your Aetna problem
If you need help with Aetna, you can contact our advocacy team or just click the "Get Help" button. For immediate assistance, you can also send us a message on our Facebook group. Note: We do not charge for our advocacy.
Get HelpDISCLAIMER: The names, numbers and email addresses on this page are provided for informational purposes and are believed to be reliable. However, they should in no way be construed as a guarantee of their accuracy by Elliott.org. Company executives change their email addresses and phone numbers frequently to avoid contact with customers.
If an email address bounces or a phone number is wrong, please report it to us immediately through this form.
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