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.
Aetna customer service policies
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.
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.
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.
Check the terms and conditions document on Aetna’s website (usually found within the “Contact Us” tab) to understand the required documentation.
Contact customer service:
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).
Be prepared to provide basic personal information such as your full name and member ID number.
Confirm cancellation requirements:
During the call, ask for specific guidance on the best way to proceed.
Different policies may require varying notice periods before the termination date (e.g., 60 days’ versus 30 days’ notice).
Submit a written request for cancellation:
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).
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.
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.
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.
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.
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.
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
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.
An appeal can be submitted through Aetna’s member portal, by mail, or by following the instructions included in the denial letter. Supporting medical documentation and a clear explanation of why the claim should be covered should be included.
Aetna should be contacted to verify the provider’s network status at the time of service and review the billing details. If misinformation occurred, an adjustment or exception may be possible after review.
A grievance can be filed through Aetna’s customer service line, online portal, or in writing. The issue should be clearly described, including dates, provider details, and any supporting documents.
Premium increases are often driven by changes in healthcare costs, plan benefits, provider pricing, and regulatory adjustments. Annual rate changes are reviewed and approved by state insurance regulators.
Coverage rules vary by plan, but continuity-of-care protections may allow temporary in-network access for ongoing treatment in certain cases. Aetna should be contacted to explore transition-of-care options or alternative in-network providers.
Aetna customer service can be reached through the number on the member ID card, where prompts allow access to a live representative. Assistance may also be available through secure messaging in the member portal.
Claims may be submitted by mail or fax using the forms provided by Aetna. Customer service can also assist with alternative submission methods if technical issues continue.
The transportation benefit vendor listed in the plan materials or on the member ID card should be contacted directly. Aetna customer service can also confirm eligibility and provide the correct contact information.
Appeal timelines vary but are typically reviewed within 30 to 60 days depending on the type of claim. If the appeal is denied again, further escalation options may include external review through state insurance regulators or Medicare (for applicable plans).
Changes outside open enrollment are limited to qualifying life events or specific Medicare enrollment periods. In certain cases, Medicare Special Enrollment Periods or the Medicare Advantage Disenrollment Period may allow plan changes.
Reader comments about Aetna
2
2 comments
JamieMay 21, 2026
Their customer service is terrible, its an overseas call center that never understands you, and never can help. And the international website always has glitches, yet you cannot reach anyone to fix it.
Elizabeth LewisOctober 15, 2025
Awful. I have had more issues with Aetna since switching to them in just 6 months than I had in the 15 years with Humana combined. 1. Did not give me the plan I asked for. Gave me an HMO and not a PPO, now I need a referral for everything! 2. Constantly denying every service and have to fight for required treatments. As a heart patient this is beyond infuriating. 3. If you want your medications filled anywhere other…
Disclaimer: Contact information is believed reliable but not guaranteed. Executives change contact details frequently. If an email bounces or a number is wrong, report it immediately. Published October 23, 2015. Updated April 11, 2026.
