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Ratings and Reviews
Difficult to use
It is nice to be able to see your insurance information without clumsy logins or having to carry the card around but the app is very difficult to use for other features. Finding doctors is impossible. By the time it loads and you click on a specific doctor you are logged out without being notified and the app freezes. Then you have to hard close and login all over again and re-enter all your search parameters again. Takes forever to find claims and then you have to go to the website for specifics anyway.
App needs consistency and updating
There is an option on the app that says you can access your ID cards offline. When I tried to set this up, it asks for a PIN. I tried to set my PIN up, and it kept saying it was the wrong PIN, however, I had never set up a PIN in the first place. I emailed the customer support, and was told that the ID cards cannot be accessed offline and that I would need to save the documents. So there is no consistency between the app and customer support. If customer support doesn’t realize how the app is set up then how am I supposed to get any true help? Also, I am unable to download the ID cards to my phone off the app. Only way would be to screenshot, and with thousands of photos on my phone it would take a lot of time to look up those screenshots. This app just needs a lot of work and with a large insurance company like this, they should be able to afford a good IT person to fix it.
Can’t use a secure password manager = can’t even log in
It won’t let you paste your password into the login form, so if you use a secure password manager like LastPass, you cannot log in. For some reason, banks and insurance companies think that disabling paste is a “security feature.” It’s not. If you switch between apps to try to see your password and type it in manually, every time you switch back to the Aetna app, it deletes everything you’ve typed. So if you can’t memorize your whole password and type it in all at once, you cannot log in. I tried to type feedback into their feedback form, but that didn’t work either! It wouldn’t let me enter text into the form. This app is unusable. As soon as I submit this review, I’m going to delete the app.
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With Family Sharing set up, up to six family members can use this app.