Aetna Customer Service Contacts

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.

Aetna does not have a customer service email address, but you can send an email through your member account.

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.

1. • 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.

If you have specific questions or need assistance, contact Aetna’s customer service via the online chat, or call (813) 775-0141.

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

Alternatively, fax your grievance to (866) 617-4971, or call Aetna Medicare Member Services at (800) 282-5366.

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.