Aetna at a Glance
- Founded in 1853
- Acquired by CVS Health in 2018
- Sells health insurance, Medicare Advantage plans and Medicare Supplement insurance, dental insurance, group life insurance, group disability insurance, and group vision insurance in all 50 states
- The third-largest provider of health insurance and services
- “A” (excellent) rating by AM Best
- Does not work with independent insurance agents
Aetna Pros: Aetna is a well-established and financially strong company with high ratings from AM Best and numerous other financial ratings bureaus. Offers nationwide coverage, HSAs, and wellness programs with its health plans. Excellent customer service options via online account. Attain by Aetna app lets members earn rewards for healthy actions. Large selection of providers nationwide.
Aetna Cons: Aetna does not offer individual health insurance plans, except for its Medicare plans and international plans. No short-term health insurance option except for international plans. Does not work with independent insurance agents.
What Type of Insurance Does Aetna Offer?
Aetna offers a variety of health, dental, and vision insurance options for individuals and employer groups. The company stopped offering individual health insurance plans in 2018 due to revenue losses on the healthcare marketplace. The company does offer Medicare Advantage plans (HMO, PPO, and POS) and Medicare Supplements to eligible seniors. It also offers standalone dental plans for individuals and families.
For employer groups, Aetna offers the following types insurance plans.
- Employer health insurance
- Group dental insurance
- Group vision insurance
- Group disability insurance
This list of insurance products available from Aetna is not exhaustive. Check out the carrier’s website to find out about all of the options available.
What to Know about Aetna
Aetna is one of the nation’s oldest and leading healthcare insurance providers. The company was founded in 1853 and is headquartered in Hartford, Connecticut. Aetna was acquired by CVS Health Corp. in 2018, and is the third-largest provider of health insurance and services.
Most of the carrier’s membership comes from providing health insurance to employers and their employees in the private market. Aetna no longer sells individual health plans on the Affordable Care Act marketplaces sustained revenue losses.
Aetna sells health insurance, Medicare supplements, dental insurance, vision insurance, and more in all 50 states. Aetna has over 35,000 employees nationwide with revenue in excess of $35 billion.
Aetna is rated A (excellent) by AM Best, and has high ratings from several other financial ratings services. AM Best is a credit rating firm that assesses the creditworthiness of and/or reports on over 16,000 insurance companies worldwide. The AM Best rating points to the insurance company’s ability to pay claims, debts, and other financial obligations in a timely manner. Customers can expect that Aetna has the necessary cash reserves to pay out claims, an essential factor in evaluating any insurance company before purchasing a policy.
Aetna also has an A+ rating from the BBB.
What Discounts Does Aetna Offer?
Aetna does not make information about its specific discounts or reward programs readily available.
Aetna Customer Service
To learn more about Aetna insurance products or to receive a quote, visit the Aetna website or call 1-800-US-AETNA (1-800-872-3862) between the hours of 7:00 a.m. and 7:00 p.m. ET. Members can contact Aetna in the following ways.
- Contact the Member Services phone number on your ID card
- Log in to your secure account and choose Contact Us to get phone and email contact options
- Online chat is also available through the member website
- The member website can help members find a doctor, find medicines and costs, find forms, pay premiums, get an ID card, check claims, and view coverage
- Social media contact via Facebook or Twitter
- Public member contact form is available online; the company responds to messages Monday-Friday from 8:00 am to 6:00 pm EST
- Customer service department does not publish hours restrictions. The general phone line, which cannot provide customer service or information about plan benefits, is available during the following hours:
|Monday-Friday||7:00 am - 7:00 pm|
|Saturday||8:00 am - 4:00 pm|
|Sunday||8:00 am - 4:00 pm|
What is Aetna's average claim response time frame?
The provider, not the member, typically files health, dental, and vision claims. Aetna does not report an average claims response time.
What is Aetna’s customer service availability?
Aetna’s website provides extensive tools, resources, and support for members. From the website, health insurance customers can shop for a plan. The Aetna member website allows health, dental, and vision members to do the following.
- Find a doctor
- See coverage and benefits
- Manage and pay claims
- View and print your medical ID card
Aetna also offers its members a mobile app that allows them to do the following.
- View benefits and progress toward deductible
- Get digital member ID card
- See claims list and account balances
- View details and manage claims
- Find a doctor, procedure, or medication
- Get medication details and cost estimates
- See what’s covered under your plan
The company also offers the Aetna Vision Preferred app, and the Attain by Aetna wellness app that allows members to earn rewards for healthy behaviors.
Aetna customers can also contact the company via phone, email, and via Facebook and Twitter. The company also offers an online chat option via the member website.
What is Aetna’s claims process?
Health, dental, and vision claims are typically filed by the provider. Aetna does make the following statements about its claims rationale:
"We make decisions about what to pay for based on a member’s health plan and generally accepted guidelines and policies.
- We do not reward our employees or anyone else for denying a claim.
- We make coverage decisions on a case-by-case basis consistent with applicable policies.
- We review many of the services used by patients. Theses include tests, treatments, surgeries and hospital stays. We use nationally recognized guideline to decide whether a service is appropriate and covered. If we do not consider the service to be needed, we do not pay for it.
When we do not pay for a service, it is called a denied claim. If your claim is denied, we will send you a letter to let you know. If you don’t agree, you can file an appeal. Once there are no appeals left, independent doctors may review your denied claim."
Claims are paid according to the benefits spelled out in your specific plan. After the provider submits the claim, Aetna will pay according to your plan. You’ll receive an explanation of benefits (EOB) describing what has been paid by Aetna, and what, if anything, you owe. You’ll receive a bill from your provider for any balance to be paid by you.
Does Aetna create a user-friendly experience for customers?
Aetna offers a wide variety of options for its members. Customer service capabilities are numerous both online and through the company’s mobile app. Members are encouraged to use the phone number provided on their member ID card for personal service, but most day-to-day service can be accomplished online or via the app. Aetna creates a very user-friendly experience for its customers.
Does Aetna have good health insurance?
Aetna offers a wide range of individual and employer health insurance products. The company also offers HSA options where you can save money pre-tax to pay for your insurance deductible and other health-related expenses. The company provides a variety of plan options that include coverage for preventive and feature a large provider network.
Aetna also offers numerous member resources and benefits, including a useful member website and a mobile app. What’s more, a separate mobile app called Attain by Aetna is available to help members stay healthy. Designed in collaboration with Apple, the Attain app combines a member’s health history with Apple Watch activity to offer personalized goals, achievable actions, and rewards for hitting certain milestones.
Is Aetna a good insurance company?
Aetna was founded in 1873, and is now a member of the CVS Health group. It is the nation’s third-largest provider of health insurance and related services, and provides health, dental, vision, and Medicare plans to individuals and employer groups. It has received high ratings from AM Best and the BBB. Customer feedback is generally positive. Overall, Aetna can be considered a good insurance company.
Aetna Customer Reviews
|“Competitive rates, widely accepted by physicians and hospitals, low co-pays, fast claim approval, dental reimbursement, easy to use website, broad drug coverage, free at home medical review and assessment.”|
|“I have tried several Medicare supplements but have found Aetna is the best. No cost to me at all and the coverage is well above what I have expected. They have several different plans to choose from, in the last 2 years I have been very impressed.”|
|“I've had a good experience with Aetna, It may not cover everything but their customer service is excellent. You can always get through to them.”|
|“I have had nothing but the worst experience with Aetna. From issues when signing up through my employer to claims being denied (for no reason AT ALL), total lack of customer service and delays in processing even after calling and trying to get claims addressed.”|
|“Aetna has been outstanding for me. Excellent prices on medication, top notch specialists that are covered by the plan, dental and vision coverage, $1,200 for hearing aids for each ear annually, and excellent and professional phone representatives when you call the member services phone number.”|
TrustedChoice.com's Final Review
We award Aetna 4.0 out of 5.0 stars. Aetna is one of the largest health insurers in the US, and is highly rated by AM Best and the BBB. The company offers a variety of health plans for employer groups, and a limited number of plans (Medicare supplements, dental plans) for individuals and families.
Aetna’s plans offer coverage for hospitalization, office visits, immunizations, and other types of preventive care services. Members also have access to HSA plans (available for high-deductible plans). Members are given access to a variety of health and wellness resources through the carrier’s mobile app, Attain by Aetna.
Aetna has a large provider network, and most plans cover out-of-network providers, as well, although at a lower amount. Plans types include HMO, POS, PPO, EPO, and high-deductible health plan with HSA. There is something to fit the needs of most employer groups.
Aetna also has numerous positive customer reviews. As with most companies, there are several BBB complaints and many negative reviews, as well. Most negative reviews address customer service and claims denials.
The carrier does not work with independent insurance agents, limiting how and where individuals and employers can access coverage. We recommend considering Aetna along with other health insurance companies that you may be interested in.
A local independent insurance agent can help you learn more about the health insurance plans that are available in your area. What’s more, you can use our national company directory to find the best insurance companies to meet your needs. The directory can help you find companies that specialize in your specific coverage needs and get connected to an agent near you.
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