Aetna Reviews 321

Rarely do reps resolve issues or answer questions. When they do provide answers, they are different for the same question each time one calls. Yesterday our firm's concierge service called Aetna to clarify specific pharmacy coverage. Not only did the rep at Aetna not know, but when she got someone more knowledgeable, this "expert" did not even want to take the call because that rep ALSO did not know. This topic was tied to a vague letter from Aetna trying to explain new Rx benefits. Further, their tele. connection to the offshore team is sketchy. Plus, the reps from the offshore team are sometimes hard to understand. Comparing the money Aetna makes, the quality of service they provide is abysmal. They also take FOREVER to clear health provider charges. We've had to call MANY times to prompt them and get bills reviewed and processed MONTHS after services were rendered!! A lawyer friend involved in CVS's acquisition of Aetna explained some years ago that the culture at CVS focused on cost containment and administrative efficiencies. Aetna, on the other hand, seemed to be all about party, party party....in short, very wasteful, and the insured members are flipping the bill. We need more regulation because there does not seem to be enough incentive for improvement.

Why is the choice of zero stars not available? My premium for part D started at $164/year. It has more than doubled for the last 4 years without explaination. They want $1,374 for this billing cycle. My medication total for the year is $160. That would be my cost out of pocket WITHOUT any insurance at all! There is no excuse or even an attempt at a reasonable explanation for this increase by managers I’ve spoken to. “I understand. I’m sorry you feel this way…is there anything else I can help you with today?…Do you have any more questions I can help you with?”
If ANYONE is considering Aetna for their insurance needs, expect to be totally ripped off! NEVER AGAIN will I consider this company under ANY circumstances, even if they cut my premium by 80%!

I have been going to my provider for 23 years and am 67 years old. Due to Aetna's inability to negotiate favorable reimbursement with them, they have decided that they will no longer be in network with Aetna. I think Aetna needs to rethink their policies and put the well being of the people they insure over the greed of their investors and company profits. Aetna, please work out a fair deal so Austin Area OBGYN is able to stay in network

This pertains to aetna medicare,my hospital limits plans they accept so stayed with aetna ,they changed benefit amount for otc to $50 from last year's $100 per quarter,and extra benefits to 30 from 25 per quarter,okay found today Walmart no longer takes extra benefits for aetna,I must shop at CVS an Aetna co.,went online,healthy food limit ,spam is included! yes spam the canned meat product! no longer able to use it on fruits and veggies but can get Spam! disappointed ,Well I spoke with Aetna and they say I can use my extra benefits card at Walmart.Next quarter I will try it and if I was wrong will correct my
complaint,well it's April and Walmart still will not accept the card, I'm beyond words

Bad, bad, bad

Why the customer service of Aetna do not speak English. All foreigner with heavy accent!!! never mind that they do not have accurate knowledge of their own procedures.

Their website doesn't work correctly. Links have poor verification procedures, which will cause the link to redirect you to a 'sorry you can't be verified' page. Over an hour, and I still haven't been able to do something as simple as check for my member ID. They also failed to send me any sort of ID card when I initially signed up.

Aetna only cares about how much money they can charge you which in my experience is usually an inflated amount which I call them on EVERY TIME THEY FRAUDULENTLY DO IT!!

Absolutely no integrity.

And their support people are brain dead incompetents when you can understand their very bad broken english.

I contacted First Health- a wholly owned subsidiary of Aetna (which I had no idea). I have spoken with 3 different representing companies and was outright lied to all three times. The two I have: Bastion Insurance Group (whose phone number is bogus and possibly the listing agent too although, because I couldn't get connected, I don't know) and American Collective LLP.
I didn't record information from the first company I contracted with. The second one (the first named) I was told it was insurance - found out it was a discount program, and the inception date was to have been immediately. Found out that it was scheduled for January! The second named company told me - again- that it was insurance. I discovered after receiving the documents that it too is a discount program - not insurance. I then realized that the whole thing: First Health is a discount program -NOT INSURANCE! I specifically told them that I would report them, which I am doing with the AG in my state.
If I had known this at first, I would have never done business with them. So far it has cost me over $1,000.00, and I have no idea if and/or when i will get refunded for my cancellations.

For those of you who also use Aetna or may plan to. I wanted to share a story regarding my horroble experience. I emailed my claim forms Friday Nov 7th for reimbursement, nothing major just $350 for a fixed benefit plan. How it's advertised is if I see a doctor throughout the year they pay $50 for a visit for copays. Since I had already paid my copays that is supposed to be paid to me. I called on the following Monday or Tuesfay just to confirm my emails had been receieved. I was told 10 business days to have an answer. I waited. The Tuesday before Thanksgiving, I call again. It has now been 10 business days. My emails were not turned into claims. I was assured that all of them had been received and someone would assign claim numbers to have them reviewed ASAP. I wait. I call the following Monday Dec 1st. I have a two claims created and one is a claim for a date I didnt even submit. My other claims are lost apparently. An escalation specialist found my emails. Assured me they would get claim #s assigned and have the review expedited. I was told I needed itemized bills not medical records, but someone would call my doctors cuz you have a waiver as part of my claims form package to get what they needed. I didnt believe that for one second, so I called every one of my doctors and asked them to re-run my paid invoices with this secondary insurance. I wait. It is now Dec 16th. One of my claims has been approved. 6 have not been paid. And of those 6, 4 of the emails I sent have still not had a claim generated. I was assured again someone would get it resolved. It is now closer to 2 months than 10 business days and my emails are still "lost". No claim numbers. No examiner. No outreach to my doctors. No benefits paid. They still owe me $300. This timeframe is unacceptable and shows signs of incompetence of fraud. I have lodged formal complaints with the BBB and the department of insurance. I wil be contacring my HR team tomorrow. Be warned.

Atena no longer wants Medicare clients. I have never been happywith their customer service people who are annoying. There were you down and you can't understand them. They are always apologizing instead of getting to the point when you ask a direct question.Trying to fight a claim for a lousy $64 is not worth my time. Filling an appeal is useless because they tell yo a claim was never filed. yes it was I spent an hour and fifteen minute doing it.

I’ve been with Aetna almost 10 years through my work (I.e., more than $15K of my income has garnished their wages) . Early on, I was healthy enough I didn’t generally use my insurance (yes, bad on me but I was young).
When I finally needed and wanted to use it, Aetna has consistently let me down.
First, to get reimbursed for vision expenses, you have to mail your claim form in. That rule hasn’t changed even in 2025. It’s dirty and clearly meant to be a deterrent to using your benefit, so you should have a taste to how Aetna operates and what their values are.
Secondly, not a lot of quality providers take Aetna- you can go to mediocre in-network doctors only. I say this having moved around and consistently found this to be the case.
The final straw however was total lack of security/privacy for my personal data. What do I mean? In an unforgivable breach, Aetna gave away my personal and plan information to United Healthcare without my consent.
How do I know? My twin brother, who has nothing in common with me besides birthday and surname, started having his claims billed against my insurance(!). We were both baffled until it came our attention United had gone fishing for other insurance coverages under his name to list as primary to avoid having to pay out for him when possible (i.e., collect his premiums but avoid paying for him). That action speaks volumes about United, but the fact that Aetna is so loosey-goosey they gave my personal info to United despite everything being mismatched but surname/bday shows me they’re not attentive and not looking out for PHI/PII. Did they reverse the charges and get it cleaned up? Yes, but only after hours of my time on the phone for something that should have never happened.
There are other poorly executed things, like their very poor user interface on their website (provider search function always defective), disorganized and unhelpful site information organization, etc.
I’m finally old enough to know it’s a racket, they’ve made out like a bandit with me and I’m switching insurance this year.
Good riddance!

Aetna insurance company required preventive care visit to avoid surcharge.after I did preventive care visit im receiving eob for laboratory and reading of laboratory.aetna set a trap so youll have unnecessary bills, when i send appeal looks like they respond with automated letter we stand by our decision.aetna is not
reasonable, stay away from aetna. Not recommended.

Avoid Aetna/CVS Health. They completely failed my family during an emergency. My son needed ambulance transport after breaking his arm at school, and for nine months Aetna has refused to properly handle their part of the bill — only $340.88.

They gave me false information, claimed they were contracted when they weren’t, lost my appeal, made me do two conference calls, blamed the fire rescue for paperwork issues, and kept pushing me into new appeals even after acknowledging they owe the $340.88. I’ve made at least six phone calls, two conference calls, two appeals, and months of follow-ups, and Aetna still hasn’t paid.

I pay more than $1,200 a month for this insurance, and they can’t even handle a basic emergency claim. Completely unprofessional and unreliable. I strongly recommend choosing any other insurer.

My employer switched to Aetna. After 23 years of going to the same hospital systems /doctors, the largest/best in my metro area, Aetna has now dropped them from their network. In looking at the other choices Aetna offers - unless I'm willing to travel hours - I will have to go to substandard hospitals and use their doctors who get 1/2 stars out of five. Reading their reviews is horrifying. I'm considering leaving my employer for an employer with a better insurance company.

Atena pharmacy plan is a huge ripoff, last year I had them for my part D and tried to cancel because of the monthly cost 60.00 x 12 $720.00. My meds cost $286.00 for Tier 1 meds in 2025. The cost for 2026 is 96.00 monthly which is 1,428.00 for my Tier 1 drugs. They are horibble. Please search for better coverage elsewhere.

It's November and we have just now met our high deductible for the year. Now Aetna is revising claims that have already been paid by us and is saying we owe more on them. You can't call them, but I chatted with them online to get to the bottom of it. No explanation - just that it is correct and we owe more. 10 months later !

I have never been more frustrated or frightened by an insurance company in my life. I am a Type 1 diabetic whose survival depends on timely access to insulin and related medical supplies. My request to get these medically-necessary supplies covered began on July 28th, and as of today it is still unresolved.

During this time, Aetna has:

Sent me in circles between multiple departments, none of which take ownership

Provided incorrect DME supplier lists

Sent documents that are irrelevant, instead of the authorization needed for coverage

Told me to pass meaningless forms to my doctor, instead of handling the process internally

Failed to give a clear answer on whether my supplies are covered or how to obtain them

I am now dangerously close to running out of insulin supplies. If this continues, I will be hospitalized within the next two weeks, and it will not be from negligence on my part — it will be because Aetna has made it almost impossible to obtain life-saving medication that I am fully entitled to under my plan.

Even if I can finally get the supplies covered, the costs are still outrageous. I am staring down hundreds of dollars out-of-pocket due to the deductible plus an 80% co-payment, on medication that is not optional for me — it is required to stay alive.

I have spent hours on the phone, been transferred repeatedly, and have received no real answers or solutions. At this point it feels less like disorganization and more like barriers designed to delay or prevent coverage.

This is not a minor inconvenience. It is a risk to my life.

Aetna needs to fix:

Their approval and DME referral system

Their internal communication — stop passing members around

Their complete lack of urgency when life-saving prescriptions are involved

Their unacceptable cost-sharing structure that makes insulin financially devastating

I am terrified and exhausted. No one who relies on insulin should ever be put in this situation.

Customer service is annoying and frustrating. Reps are rude, and they will transfer you to different departments once you ask for a supervisor or manager. They will also not end the call and put you on dead air like they are not willing to help

Two days before my wife's surgery, Aetna denies surgery stating that it fails to meet five criteria for medical necessity. Her quality of life is severely affected. Constantly in pain, unable to lift anything, unable to write, unable to work, fully care for herself, etc. Aetna is PURE EVIL!