Aetna Customer Service Contacts

Aetna, Inc. is an American managed health care company that offers various health insurance plans and related services, including medical, pharmaceutical, dental, behavioral health, long-term care, and disability plans. Aetna was acquired by CVS Health in 2018.

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What you need to know about Aetna

Aetna has a long record of customer service complaints going back more than a decade.

How to resolve a problem with Aetna

Like most communication service providers, 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 [company]. You can also refer to the executive contacts below or contact our advocacy team directly.

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Aetna mailing address

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Please check out our expert strategies for resolving a customer complaint before reaching out to an executive at Aetna.

Aetna executive customer service contacts

Primary Contact
Executive Response Team
151 Farmington Avenue
Hartford, CT 06156
ExecutiveResponseTeam@aetna.com

Secondary Contact
Dan Finke
President Aetna and Executive Vice President, CVS Health
151 Farmington Avenue
Hartford, CT 06156
FinkeD@AETNA.com

Chief Executive
Karen S. Lynch
President and Chief Executive Officer, CVS Health
151 Farmington Avenue
Hartford, CT 06156
Karen.Lynch@CVSHealth.com

How can I contact Aetna customer service?

If you need to contact Aetna customer service, here are some options:

1. For general inquiries:

• Call: Dial (800) 872-3862 for personal assistance.
• Online chat: Log in to your member account on the Aetna website to chat with a representative.
• Email: You can also email them through your member account.

2. For Aetna Medicare:

Call: Aetna Medicare at (833) 771-6563. They are available seven days a week from 8:00 a.m. to 8:00 p.m.

3. For Aetna CVS Health: Call: If you have questions about CVS Health, call (844) 383-6129. Their customer service hours are Monday to Friday, from 9:00 a.m. to 8:00 p.m.

What is Aetna’s customer service email address?

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

What are Aetna’s customer service hours?

Aetna’s customer service hours are as follows:

• General inquiries: You can reach them at (800) 872-3862. They are available for assistance during regular business hours.
• Aetna Medicare: For Medicare-related queries, call (833) 771-6563. They are open seven days a week from 8:00 a.m. to 8:00 p.m.
• Aetna CVS Health: If you have questions about CVS Health, call (844) 383-6129. Their customer service hours are Monday to Friday, from 9:00 a.m. to 8:00 p.m.

How do I cancel my Aetna insurance?

To cancel your Aetna insurance, follow these steps:

1. Review Your Policy Cancellation Requirements:
   • Check the Terms & Conditions document on Aetna’s website (usually found within the “Contact Us” tab) to understand the required documentation.
   • Ensure you have any necessary written authorization.
2. Contact Customer Service:
   • Call Aetna’s customer service at 800-US-AETNA, or (800) 872-3862 during regular business hours (Monday to Friday, 8:00 a.m. to 6:00 p.m., excluding holidays).
   • Be prepared to provide basic personal information such as your full name and member ID number.
3. Request a Cancellation Quote:
   • 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).
   • If you prefer email communication, request a cancellation quote and relevant details.
4. 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.

How do I get a refund from Aetna?

To get a refund from Aetna:

1. Check for overpayment by reviewing the member’s coordination of benefits (COB) status. Consider if a maintenance of benefits (MOB) provision might be inflating payments.
2. 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.
3. 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

Does Aetna have customer service chat support?

Aetna offers several ways to get in touch with their customer service team. Here are your options:

1. 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.
2. Email: You can also email them through your member account. Just log in and use the email option to reach out.

Phone: Call the number on your Aetna ID card for personal service. A representative will assist you with any inquiries you have about health care coverage.

How do I change my Aetna coverage?

When modifying your Aetna health coverage, there are a few scenarios to consider:

1. Open enrollment: If you have health benefits through your employer, you can make changes during the annual open enrollment period, typically in the fall. During this time, you can

• Choose a new health plan.
• Select new benefits.
• Cancel your current plan.

2. Life changes: Certain life events allow you to adjust your health benefits outside of open enrollment. These include:

• Marriage: If you get married.
• Divorce or legal separation: In case of divorce or legal separation.
• Birth or adoption: When you have a new child.
• Loss of coverage: If your spouse or domestic partner loses their job or dies.

3. Job-related changes: Losing a job or changing jobs often means giving up the health insurance plan provided by your 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.

Remember, your health coverage should adapt to your changing needs. If you have specific questions or need assistance, contact Aetna’s customer service via their online chat, or call (813) 775-0141.

What is Aetna’s customer service phone number for international customers?

If you’re an international customer seeking assistance from Aetna, you have a few options:

1. For general inquiries:

Phone (direct or collect): Call +1-813-775-0141 to reach Aetna’s customer service for status updates on claims.

2. 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 need to express a complaint or grievance with Aetna’s customer service, there are several ways to do so:

If you have a non-Medicare plan, you can file your complaint online. Just visit the Aetna Complaints, Grievances & 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 or fax it to Aetna. The form is on the same Aetna Complaints, Grievances & Appeals page.

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.

This contact was published on October 23, 2015 and updated on March 27, 2024.

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