Complaints

This profile includes complaints for Aetna Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Aetna Inc. has 169 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Aetna Inc.

  151 Farmington Ave Hartford, CT 06156-7003

• 

  Aetna Health Plans

  7400 W Campus Rd New Albany, OH 43054-8722

• 

  Aetna Inc.

  99 Park Ave Rm 3R New York, NY 10016-1601

• 

  Aetna Inc.

  12209 Shaffer Rd Swanton, OH 43558-9425

• 

  Aetna Inc.

  4235 Electric Rd Roanoke, VA 24018-8445

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/03/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Background information:
  I had Aetna insurance until 01/01/2022. This covered me and my children.
  On 01/01/2022 I switched to ***** ********.
  I was able to do this through my retiree status with *** ****** ****** ***
  Since then Aetna has caused numerous billing issues with my new carrier by reporting that I still have health care through their company. This has caused claims to be delayed/denied by my primary insurance.
  Aetna was contacted repeatedly about this issue, but as recently as yesterday is still reporting that I have insurance through them. I called yesterday, 08-02-22, to attempt to resolve another billing issue they have created. I have called a total of 8 times to resolve this issue. I have been transferred, hung up on numerous times, and other times i was told the new information was annotated in my account and had been corrected to the correct dates.
  I have emailed several times as well. I have yet to get an actual answer to any emails.
  I ensured with *** ****** ****** that the correct dates were reported by them to Aetna. I contacted the benefits department there in June 2022. This has been going on for many months now and I want this company to fix its documentation and actually be responsive to customer calls and emails.
  I have wasted numerous hours trying to fix this issue and I am fed up. This company has a responsibility to answer customer calls and emails with the right action and information. They have refused to do so at every turn, despite repeated attempts by me to get them to do it.

  Business Response

  Date: 08/12/2022

  **** *** **********
  Please see our response to complaint
  #******** for *******
  ***** that was received by us on August 3, 2022.  Our Executive Resolution Team researched your
  concerns, and I would like to share the results of the review with you.
  Upon receiving Mr. *****’s concerns, we
  reached out to our Plan Sponsor Services (PSS) department.  It was found that a request had been made by
  the plan sponsor the plan is through in April 2022 asking to have the policy
  terminated retroactively.  The request
  was asking to go back further than the 60 days that is standardly allowed and
  was not approved.  However, a February
  28, 2022, termination date was granted.  
  Our PSS department has now allowed the
  plan to be terminated with the last day of coverage as December 31, 2021.  The attached letter serves as confirmation of
  this. 
  We are also reviewing Mr. *****’s account
  with our Coordination of Benefits (COB) team over a question with the COB order
  for 2021.  We will ensure Mr. ***** is
  notified directly of the outcome in that matter.
  We take customer complaints very
  seriously and appreciate you taking the time to contact us and giving us the
  opportunity to address Mr. *****’s concerns.  We regret any frustration
  or inconvenience these matters have caused. If there are any additional
  questions regarding this particular matter, please contact the Executive
  Resolution Team at ******************
  
  Regards,
  Chris B.
  Complaints and Appeals Consultant
  Executive Resolution Team

  Customer Answer

  Date: 08/14/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  This company did absolutely nothing for me until I complained. 

  I, the customer who had been a paying customer since 2017, called over ten times to resolve this matter. I also emailed several times with my concerns. 

  I routinely had to spend over an hour on the phone each time just to 'get to the right department' and was hung up on numerous times. 

  I was assured several times that it was taken care of, only to have further issues with this incorrect termination date. (they never actually took care of it)

  Despite my emails and calls this continued to be an issue and caused incorrect billing issues and delays. 

  All this was caused because of very poor customer service and lack of attention to detail. 

  This entire episode should have been resolved in one call or email. Frankly it's ridiculous how much time was wasted because of an incorrect date. 

  
  

  
  

  Now they (AETNA) are attempting to deny a claim they already paid from November 2021. 

  By their own letter they were my primary insurance in 2021. 

  I know, the doctor's office called me to tell me they were attempting to do so. 

  It's doctor ***** office from November 2021. This is retaliation pure and simple. Not responsible corporate behavior. 

  I will never do business with this company again. 

  
  

  Please have AETNA explain this retaliatory behavior.
  
  
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 08/22/2022

  
  **** *** **********

  Please see our response to complaint ******** for ******* ***** that
  was received by us on August 15, 2022.  Our Executive Resolution Team researched your
  concerns, and I would like to share the results of the review with you.

  Upon receipt of the member’s concerns, I immediately
  reached out internally to have the concerns reviewed. Based on the review, the
  claim rework is valid because it was originally paid with Aetna as primary and
  we should have been secondary. The claim needs to be submitted to ********* for
  primary claim processing. Once ********* has processed as primary, it can be
  resubmitted to Aetna for secondary processing. The provider should be able to
  do all of this unless the member is requesting the reimbursement. We were able
  to confirm Aetna is secondary since it’s a retiree plan. ********* is primary
  because it’s an active employment plan.

  We take customer complaints very seriously and
  appreciate you taking the time to contact us and giving us the opportunity to address Mr. *****’s concerns. 
  If there are any additional questions regarding this particular matter, please
  contact the Executive Resolution Team at ******************

  Sincerely,
  Destiny S.
  Complaint and Appeals Analyst
  Executive Resolution Team

  
  

• Initial Complaint

  Date:08/03/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Aetna refuses to pay out on a critical care claim, that I have been trying to resolve for almost four months. Each time they want more and different information ( I have sent over 75 pages of documentation). They clearly do not want to pay and are trying to do anything they can to not pay this claim. I have never seen anything like it. They are continually changing their rules to fit themselves to not pay out. What they say online is covered and what it actually covers are apparently lies.

  Business Response

  Date: 08/03/2022

  ***** ********

  It appears that the below member is submitting a complaint on behalf of her husband, *****, for date of service 04/05/2022. If that is the case, then we would need the attached authorization form submitted. If the complaint is regarding a claim for the complainant, we would need for the member to provide a member ID and date of service for her claim. Please confirm.

  Once all verifying information has been received, we will be able to open a case and proceed with our review.

  Thanks

• Initial Complaint

  Date:08/01/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not sure how else to get someone to respond to my frustration over getting in network with Aetna. I applied to be a provider for Behavioral Health for my new group practice and have been a credentialed provider for over 20 years with other group practices. My application was on April 9, 2022. My application is still on hold and I called and got a work ticket put in on June 13 because I never received any correspondence after my application and after 27 phone calls and 22 disconnects which no one calls me back when this happens, I have yet to get an answer besides "It is within our timeline of 60 days" which means they have 60 days after the work order was put in, not after my original application. I have very high risk patients who will potentially be hospitalized if they are not able to be seen soon and each time I have called to preauthorize treatment until my contract comes through, the person I speak to says I am good to go and then the following claims get denied. This is really poor patient care and has been the worse experience I have had with an insurance company. I just got off the phone after being disconnected once again because I asked to speak to a supervisor and have once again not been called back. I have NEVER received any information or correspondence unless I call and do not get disconnected somehow. I understand the problem with workforce but the consequence to poor BH care can be death and I am concerned about my high risk population. Can someone please get back to me or help me figure out how to get things moving after four months of no response?

  Business Response

  Date: 08/03/2022

  **** *** **********

  Please see our response to complaint ********
  for ****** ****** ****** that was received by us on August 01, 2022. 
  Our Executive Resolution Team researched your concerns, and I would like to
  share the results of the review with you.

  Upon receipt of the provider’s concerns, I immediately reached
  out internally to our Network department. They advised today they’ve sent a
  contract to the provider and are awaiting the provider’s signature.
  We take customer complaints very seriously and
  appreciate you taking the time to contact us and giving us the opportunity to address Ms. ****** ******** concerns.  If there are any additional questions
  regarding this particular matter, please contact the Executive Resolution Team
  at ******************

  Sincerely,
  Destiny S.
  Complaint and Appeals Analyst
  Executive Resolution Team

  
  

• Initial Complaint

  Date:07/27/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called Aetna asking if 3 billing codes would be covered under my insurance and was told 2 out of the 3 would be covered. However, after I submitted the insurance claim, I was told that wasn't the case. I received $40 for a $3,235.50 claim. I have called Aetna multiple times and they have the worst customer service. The CSRs barely understand English and not helpful at all. They are just trying to get me off of the phone. Even if I ask for a manager it's another hour wait and they are clueless too. I need the claim to be looked again because the $40 is not correct. I feel this company purposely makes it hard so people will just give up.

  Business Response

  Date: 08/10/2022

  **** ******* ********** 
  
  Please see our response to complaint #******** for *** ******* that was received by us on July 27, 2022.  Our Executive Resolution Team researched your concerns, and I would like to share the results of the review with you.
  
  Upon receipt of the member’s concerns we immediately reached out to our Claims department to assist with our investigation. They reviewed the claim and found it was incorrectly processed under *** the subscriber, instead of Lilly the dependent. We have reversed the claim and are reprocessing it under Lilly. Once the claim is corrected then we will request a review of the information quoted to the member and make a decision on the claim handling. We will follow up with the member directly once a decision has been made.
  
  We take customer complaints very seriously and appreciate you taking the time to contact us and giving us the opportunity to address Ms. *******’s concerns.  If there are any additional questions regarding this particular matter, please contact the Executive Resolution Team at *****************.
  
  Sincerely,
  
  William B.
  Complaint and Appeals Analyst
  Executive Resolution Team
  
  

• Initial Complaint

  Date:07/27/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to the doctor assigned to me on 2/24/21. I received a $73 bill from that doctor. I have been fighting with Aetna over this since then. They are not paying because it was "out of network" but Aetna themselves continually assigned me "out of network" doctors and would then change them a month later. I could barely get my prescriptions because of the constant changing. I have appealed this twice and they are still refusing to pay. I have spent hours on the phone with them. I have been told twice a manager would call me and no one has. I have been "transferred" multiple times to only be hung up on, and have to call back and wait on lengthy holds. The doctor's office keeps sending me bills threatening to send me to collections. I have exceptional credit and do not deserve to have it lowered due to the inept employees that work for Aetna.

  Business Response

  Date: 08/05/2022

  **** *** ******* **********

  Please see our response to complaint # ******** for ***** ***** that was
  received by us on July 27, 2022. Our Executive Resolution Team researched
  your concerns, and I would like to share the results of the review with you.

  Upon receipt of the
  complaint, we immediately reached out internally for review. We confirmed that
  the member’s claim was processed incorrectly. Per Aetna’s policy, services
  rendered at an urgent care facility is considered “direct access” and do not
  require a precertification. The claim has been sent for reprocessing according
  to the member’s plan benefits, and she should receive an updated Explanation of
  Benefits (EOB) within 7-14 business days. We also reviewed the member’s call
  history and previous appeal requests, please note that the necessary feedback
  and coaching has been provided to the representatives involved.

  We take customer complaints very seriously and
  appreciate you taking the time to contact us and giving us the opportunity to
  address Ms. *****’s concerns. If there are any additional questions
  regarding this particular matter, please contact the Executive Resolution Team
  at *****************.

  Sincerely,
  
  Shay G.
  Complaint and Appeals Analyst
  Executive Resolution Team

• Initial Complaint

  Date:07/26/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My son and daughter had their preventative well child exams last year 4/15/2021. I have had to call and have their claims reprocessed 4 times for my son and on the 5th time for my daughter. They pay the claim then reverse stating the same reasoning “out of network” which I have worked with Aetna on getting updated in their system as the clinic SHOULD show as in network but didn’t… and I have confirmed this multiple times. The reps don’t ever read the previous call notes, just repeat the initial issue and argue about what is wrong with the claim until I ask for a supervisor and THEN they will read the notes so they can see where the accounts are. The 4th reprocessing my son’s stayed as in network and paid, and my daughters was RE-denied after having been processed and approved as in network earlier this year after months of calls and re-processing. The level of incompetence is astounding for a leading insurer, and for such a basic situation. Our insurance clearly covers preventative visits… which this was, and it seems as though Aetna is trying to find any way to not pay the claims. Also confirmed (with Aetna rep) when I called today that now the doctor is now showing as having been in network since 2013. This needs to be resolved. Terrible line of business for Aetna, really doing a disservice to their brand.

  Business Response

  Date: 07/28/2022

  Dear Mr. ******* *********:
  
  Please see our response to complaint
  #******** for **** **** that was received by us
  on July 26, 2022.  Our Executive Resolution
  Team researched your concerns, and I would like to share the results of the
  review with you.
  
  Upon
  receipt of your request, we immediately reached out to the Plan Sponsor Liaison
  who reviewed Ms. ****** concerns. Based on their review they confirmed that
  *** ****** ******** is a participating provider with the member’s plan. The
  claim for ******** **** for the date of service April 15, 2021 has been reprocessed
  as of July 28, 2022 for a payment of $241.87.
  
  We take customer complaints very
  seriously and appreciate you taking the time to contact us and giving us the
  opportunity to address Ms. ****** concerns. 
  If there are any additional questions regarding this particular matter, please
  contact the Executive Resolution Team at ******************
  
  Sincerely,
  

  Marshell H.
  Complaint and Appeals Analyst
  Executive
  Resolution Team

• Initial Complaint

  Date:07/20/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In early February,I purchased hearing aids for $3600 dollars.I reviewed my health card plan provided by AETNA Medicare PPO and I would be reimbursed $500 for the purchase.On february 18th I filled an application for the claim (********) for the $500 dollars. To make a long story short, I have since spoken to eight agents, sent two messages.and requested twice to speak to a supervisor. Three times my calls were cut off by AETNA agents and never have I spoken to a supervisor.This is July 20th no check.Please do what you can to help me resolve this matter.

  Business Response

  Date: 07/28/2022

  Dear Mr. ******* *********:
  
  Please see our response to complaint #******** for Mr. ******* ****** that was received by us on July 20, 2022. 
  Our Executive Resolution Team researched the concerns, and I would like to
  share the results of the review with you.
  
  Upon receipt of
  the complaint, we immediately reached out internally to further research the
  member’s concerns.  We have confirmed the member’s
  second reimbursement check was mailed to him on July 16, 2022, in the amount of
  $500.00 and the check shows as cashed on July 27, 2022.  We confirmed the
  first reimbursement check was mailed to him on March 30, 2022, and a stop
  pay/re-issue was requested on June 22, 2022.  Please know, when a stop
  pay and reissue of a check is requested it starts the 45 day turnaround time
  over in order for a claim to be processed and a new check issued.  We
  reviewed the incoming calls and found no errors made by our customer service
  representatives.  The member will receive a Medicare
  Resolution Letter within 7-10 business days.
  
  We take customer complaints very seriously and appreciate you
  taking the time to contact us and giving us the opportunity to address Mr. *******
  ******’s concerns. 
  
  Sincerely,
  
  Marilyn S.
  Coordinator,
  Medicare Enterprise Resolution

• Initial Complaint

  Date:07/20/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Insured by employer, Aetna. Had deductible at around 2400 per year, after that 80% of med bills paid per contract. Had procedure/hospital "in network" sept 2021 $15000 ... Aetna refused payment... claimed "they're not primary"" (?) When I proved their mistake... (they "were" primary) they turned around and paid just 3k... you see that leaves me with 12k as my responsibility. Do the math, their paying 3k out if 15k doesn't equal to insurance paying 80% of bill. Have called to clarify, only to get sneaky responses, trying to confuse the main point... ie under contract they owe 80% of 15k minus deductible of 2.4k. Aetna and cohort CVS Caremark have done many things before.. like not approve my meds when I git 3 herniated disks and I laid in bed in agony x a month. Therefore this is not surprising. They do unethical al stuff, just NOT to approve what is duly covered under contract. Reporting them yo the ** insurance commission.

  Business Response

  Date: 07/26/2022

  **** *** ******* **********
  
  Please see our response to complaint
  #******** for **** ****
  ** ********y that was received by us on July
  20, 2022.  Our Executive Resolution Team researched your
  concerns, and I would like to share the results of the review with you.
  
  Upon
  receipt of your request, we immediately reached out to our Claims Management Team,
  who reviewed Ms. ** ********y’s concerns. Based on their review they confirmed
  that the payment from the original claim for *** ******* ******** was recovered
  in error. The claim from *** ******* ******** has been reprocessed to pay the facility
  $3063.20. There is a member responsibility of $765.80 that has applied to the deductible.
   
  
  We take customer complaints very
  seriously and appreciate you taking the time to contact us and giving us the
  opportunity to address Ms. ** ********’s
  concerns.  If there are any additional questions regarding this particular
  matter, please contact the Executive Resolution Team at ******************
  
  Sincerely,
  
  Marshell H.
  Complaint and Appeals Analyst 
  Executive
  Resolution Team