Aetna Health 12+

$1200 wellness allowance

One of the biggest differences in the Aetna Medicare Advantage from other plans that drew me into the program was the annual$1200 allowance for activities and items that enhance my wellbeing. Well, they have made this a bit cumbersome. I have requested these forms ( which must arrive at my home address via “snail mail”- who DOES things this way in today’s age with scanners, cameras that can photograph receipts, etc etc)

I started requesting these forms (phone requests by phone to customer service-to the number on the back of my card) THREE weeks ago and again about a week ago- but have received no forms. I am very disappointed! I have bought a bike and equipment for that bike- trusting Aetna to follow through.

This company has not, as yet met their obligation. They make it difficult to figure out how to claim the allowance (not easy to access the information on their site), difficult to file for the allowance (snail mail- really?), and when you finally go through those worm holes, they don’t follow through on their end with their process.

I had Humana before and things were pretty smooth, though they didn’t dangle the $1200 carrot- this company needs to simplify this process and secondly, they need to work on their integrity and keep promises made- wondering what other ways they might disappoint.

Provider In-Network Info Doesn’t Match

I’m looking for a cardiologist and I’ve been using the app for a while. A few cardiologists are listed as 2 specialties—Cardiology and Cardiovascular Disease Physician. Those that are have an ! In their info that says they’re In Network but ‘certain providers may be out of network for certain specialities at this location: Cardiology’. How can that be? Functionally those two specialties are the same thing. All a Cardiologist does is Cardiology, how can he be listed as out of network for a location for the only thing he does there? The doctors office themselves says they take Aetna insurance all the time, but then what does that ! mean?

On the website it says nothing about out of network specialties for any provider and it even lets me use the price estimation tool for that location. Aetna needs to get their information correct one way or another, most people can’t waste time or money accidentally going to an appointment for a provider that’s actually out of network because the app and website have different info.

Calling is no help either, I’ve gotten 2 opposite answers from 2 different people, but the second person emailed me a provider list as proof showing the doctor I want to see as In Network as a Cardiovascular Disease Physician. Do I have to check every doctor I want to see 3 times now to average out the answer? I don’t even trust the Provider List I was given at this point.

Do not use Aetna App to make a payment

Aetna failed to process my payment to provider twice. I placed payment for two of my claims using this Aetna mobile app. They both failed. I’ve got past due notice from the provider after I made payment. I called them to explain that I made payment via Aetna mobile app already and had a receipt. Then, a few days later, I’ve got refund for this payment, it was almost month later since I made a payment. I called the provider and apologized this late payment which was not my fault and sent a check them immediately. Now, another claim, I paid for the claim on Mar 19, 2019. Today, on May 14, I’ve got past due notice from the provider. So far, I didn’t see refund logged for the claim on the Aetna mobile app, so I thought my payment was processed and sent to the provider successfully. I called Aetna, I was on hold for a few minutes, and this is what they said: They, Aetna, sent my payment to the provider on May 25, 2019, 6 days after I made a payment via Aetna mobile app. However, the provider never cash it, hence my payment was automatically refunded. Then, why the refund wasn’t shown app soon? And, why payment process didn’t work? Why the provider never cash my payment, is it their fault or Aetna’s fault? My conclusion: I will never use Aetna mobile app to make my payment to provider. I will use my HSA account, the provider’s online payment system, or send a check!

Developer Response ,

Hello, cirs. Thanks for your post. We care about your Aetna Health app experience. I work on Aetna’s support team. If you’ll email our support mailbox, I’ll be happy to help you. That shouldn't be happening and we can help you with this issue. Our email address is AetnaHealth-AppSupport@aetna.com. Thanks! Rick G..