Aetna Customer Service Complaints - page 3

Mr. Hayden,







I'm not making much progress getting your company to authorize my medical needs. To a tee each of my doctors offices from Dr. Patrick Leu and Dr. Ralph Hauke in Omaha to my local pharmacy to Dr. Elliott and Dr. Kwon at Mayo all echoed the same sentiment when we turned our health plan over to Aetna. 'Michael for a person in your situation it's the absolute worst health care insurance company out there.' They immediately assume a person with your past medical problems is a huge risk and thus were not going to pay. Period! And yesterday I just threw in the towel. But before I explained another 'denied' lets quickly review this policy which is 'all hat an no cattle.'







1. MIR on the 8th at Mercy of the brain. Aetna is pushing back hard against my doctors to ok it. I wrote a check for a $1000 as feed money. Well after a week they finally ok it.



1a. . MRI on the 15th at Mercy Hospital of my neck area. Denied!! My head is continuing to pound on the left side of my brain. My doctors ordered this and your company said nope. $3500 to Mercy.







2. Mayo visit to have a complete check up Jan 18 & 19 to figure out why my head is pounding. Utilizing the C11 Choline Pet Scan ( FDA Approved) Not experimental practice. Your company denied me that. That procedure has saved my life. You're not about saving lives? Just saving money. Aetna is a business, I get that. But saving lives is a good thing in my opinion. Frankly I have a vested interest in mine. So I get an 18 page letter saying no, sorry, we don't pay.







3. I go to the Ear, Nose and Throat doctor Jan 21. Yes, there is a large inflammation in my sinus cavity. The doctor prescribes a prescription-I go and pick it up-that too denied. So, I write a check for $151. Check mark.







4. I go to the cardio doctor same day. My EKG has two abnormal readings. I must return Jan 28th.







5. I go in for a full stress test with contrast. I never make it to the treadmill. They took a lot of pictures prior to the contrast being injected. Once they started injecting the contrast my body rejected it. Right arm injection--nothing was flowing to my heart valves. Left arm there was 'some' contrast that made it but not nearly enough to get pictures they would counter the non contrast pictures. Blockage??? So the cardiologist immediately orders me to the Nuclear department where they take clear images of the heart valves and surrounding areas. Warren, I'm all hooked up and ready to go and guess what happens? Yep, you guessed it. Your employer said go **** yourself. I'm in the hospital with high potential of blockage and Aetna says---well, not so fast... It goes without saying if I drop from a heart attack my Des Moines law firm will be ordering a fleet of new Mercedes Benz's.







6. So lets cut to the chase. I don't want to be sent another email that reads 'such and such' needs to call this phone number. I've got it down pat. I don't want to be sent another email saying, 'nobody has called Aetna for authorization." Do you have any idea how insulting that is? I've jumped through hoops on my own to get answers and pre-authorizations. Sir, the last thing I want to do is send these useless emails but I have zero advocates. My law firm is my advocate and it's high time they will be used. By denying me coverage at the Mayo Clinic you're clearly violating my federal rights via the Affordable Heath Care Act. They have been treating me since the spring of 2014. The president put that stipulation in if a company changes insurances companies YOU can't pull me out of the 'pile' of employees and say, nope, not going to cover that guy. As soon as I was told back in September we were changing to Aetna I did my homework.







7. So here's what needs to get done and I don't care how you do it. Your team needs to call Mercy Hospital asap and get this Nuclear procedure authorized so they can determine if I indeed have blockage. I would prefer not slumping over at my desk from a massive heart attack. My cardiologist is ......................, Mercy Cardiology. The employee who schedules these procedures and gets authorization is ...................................







Lastly, Mr. Hayden I have no trouble with anyone making an honest living. But if a person schlepps around peddling a product that won't help 'specific' consumers then that's truly sad. And in case it's a clear case of violating my federal & civil rights. Mr. Hayden I'm not some lazy slouch sitting on the couch. ( ok insert from Caddyshack, "Judge Smails, "Ty, I'm no slouch when it comes to golf.". Ty, "Judge don't kid yourself. You're a real slouch." God, I just love that movie. Warren, If you knew me I'm a really funny guy. I always keep my sense of humor no matter what) ---my Mayo doctors have brought me a long ways. A long ways!!!! I've been working out hard each day at the Y for the past nine weeks, heading pounding and all. Lost 15 lbs. so far. A ways to go. I haven't been on the golf course for 4 years due to my health. I will be on my golf course this spring!!!!! It's my passion. I walk when I play and I love it. Don't kill my passion. The last thing I want to do is continue seeing doctors. I hate it!!! But, I have another bump in the road that needs to be addressed. Capiche?







Michael Rodriguez

Sioux City, IA

I waited on the phone for 62 minutes until I was able to speak to a representative. The woman was absolutely useless. Where does Aetna get its CSRs from? Are these really humans? Theses guys beat AT&T for bad service, any day.

I agree with most of the comments here that Aetna customer service it terrible. Aetna keeps mailing me with notices about my account based on outdated information. Some of the Aetna customer service reps I spoke with have been clueless and useless. Others tried to be helpful, but Aetna made it difficult for them to provide the information necessary to resolve the problem; and one supervisor of a Situation Resolution Specialist promised to send an e-mail with the information I requested, and never did. Today, I finally spoke with an Aetna customer service rep who found the confirmation of that information posted on my computer records at Aetna, which means I don't have to keep calling them. Based on my experience, Aetna HAS THE WORST CUSTOMER SERVICE OF ANY COMPANY I'VE EVER DEALT WITH.

Two hours today to get a prescription order filled. They have the order on hold until thirty days after I filled the prescription locally since I was out of maintenance medications. NO one can comprehend if they wait thirty days I will be out of medications again before the order arrives AND NO ONE CARES!

Aetna purchased my previous health care provider effective January lst, 2016. I have attempted to get a printed copy of my health insurance plan si9nce December 18th 2015. I am referred to the online copy only which is difficult to understand. I have requested a list of doctiors Aetna/Altius will accept and have been told to0 call and see if a doctor is approved. I desire a list of approved doctors so i can research any complaints about the doctor. their location. their qualifications etc. The customer phone service has limited hours and the people are often unable to answer my questions seeking clarification of policies. It took me 5 phone calls to get registered for their mailorder pharmacy and all of my questions have yet to be addressed.Aetna seems to have a take it or leave it practice if you are dissatisfied with their lack of response.

Aetna changed my benefits from Primary to Secondary without my knowledge. I've been on phone for 6 days trying to get issue resolved. Talked to enrollment, conflict resolution specialist, supervisor, managers, and numerous reps. They have hung up on me, transferred me, and lied to me. Now I'm on hold again to be transferred right back to where I began.

I called to ask a question about upcoming change to Aetna. The woman I talked with I could nearly hear her and she acted like she was in a hurry to get off the phone and she had no personality and about half rude.

The customer service representative Maria was obstructionist. She was only interested in transferring my call. When I asked to speak to her supervisor she claimed that her supervisor "doesn't have a phone". When I told her to go and get her supervisor, she put me on hold for five minutes and then came back and said "she had stepped out for a few minutes and would call me back". She is such a liar.

Timed my call, 31 minutes, just to get my prescription. Rite Aid had already called several times as well. Have been without my medication for 12 days. Reason????? The cost. This is the second month in a row. You can barely hear the person at Aetna due to muffled voice and background noises not to mention the horrible reception. Spoke with Terry in customer service and Justina in the Pharmacy Department. If my customer service calls at my job took 31 minutes, I'd be fired.

Customer Service Representative Name, Roshina S Of Aetna Bombardier. (ref Call #: 2468185043. I Usually Don't Take The Time To Complain But For This Call That I Had W/ This Staff Is Just The Worst I've Ever Had. She Has No Phone Etiquete At All. She Speaks So Fast Giving The Fact She Already Has An Accent. Sshe Wasn't Pleasant At All & She Sounded Like She Just Wanted To Finish The Call Immediately.

Maybe She Needs More Training 7 Guidance On How To Work In A Customer Service Related Job. She Gives A Bad Impression To The Aetna Company.

As a provider I am shocked at how horrible the phone system for customer service really is. Absolutely shameful service.

My employer switched to Aetna this year. Unfortunately, I have had to use the 'insurance' for the first time. Out of 3 claims filed, two were denied. I went looking to find out about Aetna and I FOUND MANY SITES INCLUDE THE GOVERNMENT WHO SAYS AETNA IS GREAT. I DON'T AGREE WITH THAT ASSESSMENT. I believe they look for ways to deny claims and that the political connection to the government are now paying off. Why else would the department of consumer affairs rate them so highly. thank you for the place to speak my ming.

They shorted me a disability check and now they say I have to wait 10 days before they can stop payment. Then it will take another 10 days for it to get to me. Always an excuse with these people. I'm trying to heal up from an illness and they are just making it harder on me. Can't wait for my company to drop them next year!

I hope Aetna can improve their website service. I'm a first time customer and want to find a doctor near my home. I spent half day and tried to create and user account because of some technical issues. I was also having difficult time to login after I created an account. The website is just not working at all.

Then I called the member service and the call was suddenly disconnected. I can not believe an insurance company can survive like this. I'm so disappointed by Aetna.

Their prescription home delivery is the worst. Unreliable. Their customer service is non-existant. They claim they mailed me my prescriptions which they could not prove, then charged me again to resend! I was without my medications for almost 2 weeks while trying to fix their mix-up.

Tried Aetna for the first time -usually I choose my coverage under United. BIG MISTAKE! HuGE! I have several hundred dollars of out of network coverage for chiropractic care that is owed to me. I have faxed twice, emailed twice, uploaded once, and mailed with certified mail receipt signed once. All with the standard form. Just turned down for lack of information such as provider name and address.

Terrible company, they claim 100% preventative care is covered but still they find reasons to deny coverage.

On or about July 22 I contacted your customer service trying to get records from 2012 when I was a member. I was emailed a form to fill out which I faxed back. Late last week, I received a letter indicating you needed additional information and basically the same form was included. I called the number on the letter today, your Member Rights Team, and discovered that you could not complete my request from July 22 because you had sent me the wrong form. On top of that, after describing the form that was just mailed, I was told that was also the wrong form.



I am needing these records for my attorney. There has been a delay of almost two weeks. I have sent in the third form I have now received from your company. However, since you have yet to get me the correct form, I do not know if what I sent today is the correct form. At this point, I am asking that you expedite my records request. Further that you overnight the records to me at your expense.

I've been dealing with them for 2 years now & everything is a pain. I had a test done & in the report it clearly states I am unable to work an 8 hour day. Next thing I know I get a call saying I can return to work full time, even though I have major spinal issues. They have report after report about my condition, I have had 5 spinal surgeries in 2 years & have more neck/back surgeries to come. One major problem is you can't understand 1/2 of them there since you get someone in India, things may work that way in a 3rd world country but this is the USA, hire someone that can speak English.

HORRIBLE company. I'm forced to have this insurance through Randstad. I was told by Aetna I was insured as of june 15th. My doctor's appt. was on June 18th. It took me 45 minutes and being transferred SIX times to finally get where I was supposed to be for them to tell me I don't have a plan ID yet, even though I was covered, and to use my social as the ID for the time being. Got the bill from the doctor and of course Aetna denied the coverage saying I didn't exist in the system.

Now I see on the claim paperwork I have to have a section filled out by physician so I have to go BACK AGAIN just to have them fill it out. I never had to deal with this with Blue Cross/ Blue Shield. I hate this insurance they are awful all around.

AETNA truly does suck. They refused to pay claims that are clearly covered, and even after losing when I appealed their decision they continue to delay payment. DO NOT EVEN THINK OF USING AETNA AS YOUR INSURER. If you do need to file a claim expect stonewalling and endless hassles, the last thing you need when facing a major health issue. AETNA IS VIRTUALLY WORTHLESS.

very bad customer service . Very rude and rebuking. dont want to answer questions. Want to rush. Inability to understand a question. Has no respect to customer . They are out there helping to plunder the Hapless victims.

AETNA IS THE WORST! Nothing is easy or reliable with this sham health insurance company. Paying hefty premiums isn't enough! No -- you have to pay out of pocket and THEN file a claim and wait and wait and wait... I HATE AETNA!

Very unhelpful in resolving claim issues. A battle to reach a representative on the phone, and they are not forthcoming with information they are required to supply.

Aetna uses you to negotiate lower rates for out of network services, here for an ambulance. They in the end gave in and paid the check to me, not to the ambulance to not show the ambulance that they actually paid the full amount. In another case they deny payment for radiological diagnostics performed in the emergency room. Reason - no evidence that it was performed. They uphold this through the appeals process. Just trying to not pay what they have to under contract. Costs immense amounts of time and serves one purpose - they hope you give in and pay yourself. my recommendation, even if painful, go again and again, complain with States Insurance commissioner, employer, on websites and support class action against them.