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Get to Know Aetna Pharmacy
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Prescription Drug Benefits - Frequently Asked Questions
What's Covered?
Q. Is my medicine covered?
A: To see if a drug is covered by your plan, log in to your Aetna Navigator website and click on the Pharmacy Benefits Summary link. Then, search by drug name using Medication Search. You can also email Member Services to ask questions about your drug coverage. Just click the Contact Us link in Aetna Navigator.
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Q: Are diabetic supplies covered under my prescription plan?
A: All plans cover insulin. Coverage for other diabetic supplies varies by plan. See if your plan covers diabetic supplies by visiting Aetna Navigator. You'll find an answer under Benefits/Summary. You can also email Member Services to ask questions about your drug coverage. Click the Contact Us link to send your question.
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Q: Why isn't my medication covered?
A: There are several reasons why a medication may not be covered:
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It is experimental or new.
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Your doctor prescribed the medication for a use not recognized by the U.S. Food and Drug Administration or other professional medical organizations.
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It was dispensed in your doctor's office (example: a measles vaccine). Drugs dispensed in a doctor's office are not covered under your pharmacy benefits; your medical benefits may provide coverage.
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What you thought was a medication is actually a medical device. Glucose monitors for those with diabetes is an example. These devices show if a drug treatment is having its intended effect; it may be covered by your medical plan instead of your pharmacy plan.
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There are equivalent over-the-counter medications available.
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Your employer does not offer all benefits available through your pharmacy benefits provider. For example, pharmacy benefit plans may cover injectable fertility medications for one pharmacy plan member but not for another based on the plan chosen by the employer.
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Research indicates that the drug is not for safe for some people.
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Your pharmacy benefits coverage with Aetna has terminated.
Learn more about why your pharmacy benefits plan may not cover a drug by calling the number on your member ID card. You can buy any drug your doctor prescribes, even if it is not covered by your plan; you will have to pay the full cost of the medication.
If you are an Aetna pharmacy member and are denied coverage for a medication, talk to your doctor. He or she can advise you on the best steps to take.
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Q: How do I find out if I can take another drug in place of one that's not covered?
A: Talk to your doctor about alternatives. To see if an alternative drug is covered:
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Call Member Services at the toll-free number on your member ID card.
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Log in to Aetna Navigator, click on Pharmacy Benefits Summary and then use the Medication Search tool.
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Q: How can I get a medical exception if my drug is not covered?
A: See Plan Requirements.
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How Much Do I Pay?
Q: How much is my copay?
A: See your copay information in Aetna Navigator. Just click on the Benefits/Summary link. You can also call Aetna Member Services at the number on your member ID card to ask a benefits question.
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Q: Why do my prescriptions cost so much?
A: If you're like most people with prescription drug coverage, you share the cost of your medications with your insurance provider and your employer. Your share of the cost is called a copay or coinsurance.
Some plans offer lower copays for less costly drugs. For example, they charge one copay for a generic drug, a higher copay for a preferred brand-name drug, and a still higher copay for a non-preferred drug.
Coinsurance is a percent of the drug's cost. When you pay a percentage, your cost may be high for many reasons:
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The cost of the drug may be high. Let's assume your coinsurance is 30%. In this case, a $250 drug will be more costly than a $25 drug.
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You may have to meet a deductible before coverage begins.
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Your drug may not be on the Preferred Drug List, <Link to the page explaining the list> so you pay at a higher tier.
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You may be buying a more expensive brand-name drug when there is a generic equivalent available for less money.
Learn about your coverage tiers by logging in to Aetna Navigator. Then, click on the Benefits/Summary link. Or, call us at the number on your member ID card to ask questions about your benefits.
If your doctor prescribed a drug that has a higher copay or coinsurance, ask if there is a lower-cost alternative that may work for you.
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Q: Can I get reimbursed for prescription medications I bought from a pharmacy that is not in Aetna's network?
A: Yes. When you use a pharmacy that is not in the Aetna network, you pay the full amount at the time of purchase and submit a claim for reimbursement -- less your applicable copay or coinsurance amounts (subject to limitations and restrictions.)
Refer to your Certificate of Coverage or Benefits Booklet for details; or, call a Member Services representative at the toll-free number on your member ID card. To submit a claim for reimbursement, please follow the steps below. The following documents are provided in Adobe PDF format.
- Keep your receipt(s) for all prescription(s) that you paid out of your pocket. Receipt(s) must have a legible member ID number on it.
- Print and complete the Prescription Drug Claim form or, if you have a Medicare plan, the Medicare Prescription Drug Claim form.
- Mail receipt(s) and claim form to:
Aetna Pharmacy Management
Attn. Claim Processing
PO Box 398106
Minneapolis, MN 55439
- To be eligible for reimbursement, submit your paperwork within two years of the date of purchase.
You get more value and convenience from your prescription benefits when you use a participating pharmacy. Simply present your Aetna member ID card to save time and pay less at checkout. All you need to do is:
- Take your prescription to any of the nearly 60,000 pharmacies that participate in our national network.
- Present your member ID card at the pharmacy. This will identify you as an Aetna member. The pharmacist will submit your claim to us electronically at the time your prescription is filled. You pay the pharmacy only the amount determined by your benefits plan. There's no need to submit a paper claim form to Aetna for reimbursement. Your claim has already been electronically processed!
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Plan Requirements
Q: What is Precertification?
A: Some plans may require your doctor to request approval from Aetna for coverage of certain medications. This encourages appropriate and cost-effective use of medications by allowing coverage only when certain conditions are met.
Log in to Aetna Navigator. Then, select Pharmacy Benefits Summary and use the Medication Search to see if your medications require precertification.
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Your doctor must contact Aetna to request coverage approval for medications listed on the precertification list.
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If the request is approved, we'll notify your doctor. The medication will be covered at the applicable copay or coinsurance under your plan. We'll notify you, too, if your state requires member notification.
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If the request is denied, we'll notify you and your doctor. You can still purchase the medication at the full price, or talk to your doctor about covered alternatives.
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Q: Why does my doctor have to precertify some drugs?
A: When we precertify a drug, we check that the member's age or gender is within the recommended dosing guidelines. We may look for duplications in drug therapies or check that a medication is being used based on generally accepted medical criteria.
Generally, the following types of drugs are subject to precertification:
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Drugs that are likely to be taken incorrectly
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Drugs that may be prescribed for inappropriate reasons
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Drugs that may be used in amounts that exceed the recommended dose or length of treatment
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Drugs that are more expensive than other drugs that are clinically or therapeutically similar (in other words, alternatives that are just as likely to help you but cost less)
The precertification program is based on current medical findings, FDA-approved manufacturer labeling information and cost and manufacturer rebate arrangements.
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Q: Why do some medications have quantity limits?
A: Quantity limits are part of the precertification program. They promote appropriate and efficient drug use and enhance pa tient safety. Limits are based on generally accepted guidelines, efficient dosing regimens and dosing recommendations. There are three types of quantity limits:
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Dose Efficiency Edits - Limits coverage of prescriptions to one dose per day for drugs that are approved for once-daily use.
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Maximum Daily Dose - Informational message is sent to the pharmacy if prescription lies outside recommended minimum and maximum doses.
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Quantity Limits Over Time - Limits coverage of prescriptions to a specific number of units per a defined amount of time.
Quantity limit medications may be covered for quantities up to those indicated. In order to receive coverage for amounts over the quantity listed, the prescribing doctor must request a medical exception.
The medications that have quantity limits are subject to change. Log in to Aetna Navigator. Then, select the Pharmacy Benefits Summary link and use the Medication Search to see which drugs have quantity limits.
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Q: How can I request a medical exception if my drug is not covered?
A: The quickest way to request a medical exception is to ask your doctor to complete the Rx Medical Exception/Precertification Request Form and submit to Aetna Pharmacy Management for review.
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Drugs and Drug Lists
Q: How can I learn more about a specific drug?
A: Our drug information tool is a great place to start! Just type in a drug name to find out what the drug is used for, how it should be taken and what your doctor should know about you before prescribing the drug.
You can also use our drug interactions tool to learn if your medicines may interact with other medicines or vitamins you currently take, foods that you eat, medical conditions you may have, and more.
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Q: What is the Preferred Drug List?
A: The Aetna Preferred Drug List is a list of preferred drugs that may be covered under Aetna prescription drug plans as long as the drug is medically necessary and plan rules are followed.
The Aetna Preferred Drug List includes FDA-approved drugs that are considered safe and cost-effective. It includes both brand-name and generic medications. We choose drugs for the Preferred Drug List based on reliable medical data, safety and cost. Many medications on the Preferred Drug List are subject to manufacturer rebate arrangements* between Aetna and the manufacturer of those medications.
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Q: My drug was on the Preferred Drug List last year, but now it's not. Why?
A: We have a committee that meets regularly to review new drugs and information about drugs that are on the market. Drugs can be added to or removed from the Preferred Drug List at any time:
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As brand-name medications lose patents and generic versions become available, the brand-name medication may be covered at a higher copayment while the generic medication may be covered at a lower copayment.
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The FDA approves many new medications throughout the year.
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Medications can be withdrawn from the market or may become available without a prescription. Over-the-counter (OTC) drugs are not generally covered under a prescription plan.
We might also move a drug from one coverage tier to another.
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Q: How can I see what drugs are on the Preferred Drug List?
A: Log in to Aetna Navigator. Then, select Pharmacy Benefits Summary and Medication Search. Or, call Aetna Member Services at the toll-free number on your member ID card.
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Q: How can I get a drug added to the Preferred Drug List?
A: Aetna Pharmacy Management regularly reviews drugs to determine what should be on the Preferred Drug List. Your physician may write to us to request that a drug be added to the list. Your physician should provide copies of peer reviewed medical literature to validate the superiority of the medication requested to be added to the Preferred Drug List. A committee will review and consider the request.
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Q: How can I view the Preventive Medications list?
A: Here is the 2008 Preventive Medications List.
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Q: What are Preventive Medications? How does Aetna choose which drugs are considered Preventive Medications?
A: Preventive medications are generally prescribed for people who may be at risk for certain diseases or conditions but who are not yet showing signs. Preventive care does not include drugs or medicines for treatment of an existing illness or condition. Preventive medications are used to prevent:
Examples of such diseases and conditions include:
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Hypertension (high blood pressure) and the prevention of conditions related to hypertension
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Hyperlipidemia (high cholesterol) and the prevention of heart disease
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Diabetes and the prevention of diabetic complications
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Asthma and the prevention of asthmatic episodes
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Osteoporosis and the prevention of conditions resulting from osteoporosis
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Prevention of stroke
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Prevention of various pediatric conditions, such as vitamin and fluoride deficiency
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Prevention of maternal and fetal problems during pregnancy
Drug classes included in the program are antihypertensives including beta-blockers, calcium channel blockers, and ACE inhibitors; diuretics; anti-hyperlipidemics; anti-diabetics; anti-asthmatic agents; anti-osteoporosis medications; anticoagulants; platelet aggregation inhibitors; pediatric vitamins with fluoride; prenatal multivitamins with iron and folic acid.
We selected drug classes that are largely used for preventive purposes and are associated with several highly common conditions. People with these conditions can be symptom-free if the condition is managed well; failure to manage these conditions can result in serious illness or injury.
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Q: How can I view the Chronic Medications List?
A: Here is the 2008 Chronic Medications List.
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Q: What are Chronic Medications? How does Aetna choose which drugs are considered Chronic Medications?
A: Chronic medications are used to treat an ongoing condition (that has been diagnosed) regardless of the risk for complications and for which an individual may be currently experiencing symptoms.
Chronic medications are drugs used in the treatment of chronic conditions, such as:
We selected several drug classes that are used to treat highly common chronic conditions. People with these conditions can be symptom-free if the condition is managed well; failure to manage them can result in serious illness or injury.
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Q: How can the Preventive and Chronic Medications lists apply to me?
A: Some plans waive the deductible for drugs on the preventive and chronic medication lists. If you have a deductible, check for these programs on your secure Aetna Navigator website. Look under Benefits/Summary to see if these deductible waiver programs apply to you.
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Brand vs Generic Drugs
Q: What is the difference between generic and brand-name drugs and how does my plan treat them differently?
A: Generic and brand name drugs have the same active ingredients, in the same dose and form. Inactive ingredients may vary.
The significant difference between them is the price. Brand-name drugs are more expensive. In fact, the use of generics is a valuable way to reduce overall prescription drug costs without sacrificing quality.
Generic drugs make economic sense for Aetna members because under most of our plans they have a lower copayment. Depending on your plan design, you get a therapeutically equivalent drug for less money.
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Q: Why are brand-name drugs more expensive?
A: Brand-name drugs are generally more expensive than generics because drug makers invest money to support the research, development and marketing of each new medication. They look to recover some of these costs with higher pricing. Because there are no pricing controls, manufacturers can set their own prices on patent-protected drugs.
When a patent expires on a brand-name drug, generic manufacturers can produce a generic version. Because generic drug makers are not introducing a new drug, they avoid the expenses of developing it. This is reflected in the lower price.
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Q: How do I know that a brand-name drug and generic drug are the same?
A: There are many myths and misconceptions about generic drugs. Some people believe quality is tied to cost, and that a cheaper drug has a lower quality. It simply is not true.
The Food and Drug Administration (FDA) approves brand-name drugs. It approves generic drugs, too. To be approved, a generic drug must:
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Have the same active ingredients in the same amount as the brand-name drug. \
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Be identical to the brand-name drug in dose, form and the way it's administered. For instance, if a brand-name drug is a tablet taken by mouth, the generic must also be a tablet taken by mouth.
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Have the same uses, cautions, warnings and labeling as the brand-name drug.
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Have absorption rates that closely match the brand-name drug. The time it takes the body to absorb the generic drug and the amount absorbed at a given time interval must be nearly the same as the brand-name drug.
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Meet batch consistency requirements for identity, strength, purity and quality. Each batch of the generic drug must be identical in every way to all other batches of the generic and brand-name product.
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Q: Could I be allergic to a generic drug if I'm not allergic to the brand-name drug?
A: A generic drug must contain the same active ingredients in the same amounts as the brand-name drug. But, the inactive ingredients, as well as the color or shape of a generic drug, may differ from its brand-name counterpart.
People who have a "reaction" to a generic drug may be allergic or sensitive to the inactive ingredients or dyes. Switching to another product from a different generic manufacturer may relieve the problem. Talk to your doctor if you have any side effects.
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Pharmacy Network
Q: How do I know which pharmacies in my area participate in the Aetna network?
A: Visit our DocFind® online directory and choose "Pharmacy" from the Provider category. This will help you search our network for participating pharmacies near you.
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Q: Can I be reimbursed for prescriptions I bought from a pharmacy that does not participate in the Aetna network?
A: Yes. When you use a pharmacy outside the Aetna network, you pay the full price at the time of purchase and submit a claim for reimbursement less your applicable copay or coinsurance amounts (subject to limitations and restrictions.)
Refer to your Certificate of Coverage or Benefits Booklet for details; or, call a Member Services representative at the toll-free number on your member ID card.
To submit a claim for reimbursement, please follow the steps below. The following documents are provided in Adobe PDF format:
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Keep your receipt(s) for all prescription(s) that you paid out-of-pocket. Receipt(s) must have a legible member ID number on it.
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Mail receipt(s) and claim form to:
Aetna Pharmacy Management
Attn. Claim Processing
PO Box 398106
Minneapolis, MN 55439
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To be eligible for reimbursement, send us your paperwork within two years of the purchase date.
You get more value and convenience from your prescription drug benefits when you use a participating pharmacy. Just show your Aetna member ID card to save time and pay less at checkout. All you need to do is:
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Take your prescription to any of the nearly 60,000 pharmacies in our network.
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Show your member ID card to identify yourself as an Aetna member. The pharmacist will send your claim to us electronically when your prescription is filled. Pay the pharmacy the amount determined by your benefits plan. There's no need to submit a paper claim form for reimbursement -- your claim has already been processed electronically!
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Q: I'll be out of town for a while. How can I get an extra supply of my prescription medication?
A: When you know you'll be away and may run out of your prescription during your trip, you can request an extra supply before you go. Go to the Aetna participating pharmacy where you filled the original prescription. Your pharmacist may call Aetna for an exception that lets you get an early refill of your medication.
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Aetna Rx Home Delivery – Frequently Asked Questions
General Information
Q: What is Aetna Rx Home Delivery?
A: Aetna Rx Home Delivery is the prescription drug mail service for Aetna pharmacy benefit members. Order your medications through Aetna Rx Home Delivery to treat chronic conditions or diseases such as arthritis, asthma, diabetes, high cholesterol, heart conditions, hypertension and others.
Q: Why should I use Aetna Rx Home Delivery?
A: Aetna Rx Home Delivery offers you:
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Savings - You can save by using Aetna Rx Home Delivery; standard shipping is always free.
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Privacy - We ship confidentially, right to your home, workplace or location of your choice.
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Convenience - Reorder once every three months.
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Peace of mind - Registered pharmacists check orders for accuracy and are available 24 hours a day, seven days a week for emergencies.
Q: How do I know if Aetna Rx Home Delivery is right for me?
A: If you take "maintenance" medications regularly to treat chronic conditions like arthritis, diabetes or heart disease, Aetna Rx Home Delivery may be right for you.
You should continue to fill prescriptions for medications that treat an acute condition, such as antibiotics to treat an infection, at a participating retail pharmacy.
Q: How much can I save using Aetna Rx Home Delivery?
A: Using Aetna Price-A-DrugSM, it's easy to find out how much you could save by ordering maintenance drugs through Aetna Rx Home Delivery. Log in to Aetna Navigator. Then select "Take Action on Your Health, " click "Cost of Care" and then choose "Prescription Drugs." Depending on your benefits plan, Price-A-Drug shows a specific or estimated copay for covered drugs.
Q: Where can I get more information?
A: Log in to Aetna Navigator to learn more about your plan benefits and specific cost-savings opportunities through mail-order, or to register with Aetna Rx Home Delivery.
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Placing Your First Order
Q: How do I get started?
A: Start by getting a 30-day supply of your maintenance medication at a local pharmacy. Then, save time and money by ordering your prescriptions through Aetna Rx Home Delivery by following these two easy steps:
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Step 1: Get a new prescription from your doctor for your maintenance medication(s) (typically a 90-day supply).
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Step 2: Complete and mail an order form along with your new prescription(s) and payment to Aetna Rx Home Delivery.
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Or: Have your doctor fax your prescription(s) with completed order form.
To learn more about Aetna Rx Home Delivery and to download an order form, please register with or log in to Aetna Navigator™ and select the "Pharmacy Benefits" link under "Related Shortcuts."
Q: What does a sample prescription for mail-order look like?
A: See a sample of a 90-day prescription written for Aetna Rx Home Delivery. Be sure your date of birth and Aetna Member ID are on the prescription.
Q: How long does it take to get my prescription?
A: Usually, your delivery arrives, postage paid, within 14 days from when we get your order. For a fee, you can choose "Expedited Delivery". Your order will be shipped overnight once it is processed. Allow 3 to 4 days for us to process your prescription order.
Q: How can I check the status of my order?
A: You can track your prescription on the Aetna Rx Home Delivery website:
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Log in to Aetna Navigator.
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Click on "Pharmacy Benefits" (under Related shortcuts), then click on "Order prescriptions or check order status online."
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Register with or log in to the Aetna Rx Home Delivery website and follow the steps to check your order status.
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Paying for Your Order
Q: How do I pay for my mail-order medications?
A: You can pay by check, money order or credit card (Mastercard, Visa, American Express or Discover). To find out how much you pay, log in to Aetna Navigator and look up your prescription drug copay amounts under Benefits/Summary.
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Refills
Q: How do I know when to refill my order?
A: Each time you get medicine by mail, you get a receipt that shows a refill date. This date is the earliest your prescription can be refilled. You can request a refill on or after that date.
Most prescriptions, including refills, expire within one year from the date written (some expire sooner). After the expiration date, you must get a new prescription from your doctor even if your prescription label shows that refills remain. Aetna Rx Home Delivery will let you know if your prescription is due to expire.
Q: How can I order a refill?
A: Online: Log in to Aetna Navigator, click on "Pharmacy Benefits" (under Related Shortcuts), then click on "Order prescriptions or check order status online." Then log in to the Aetna Rx Home Delivery website and follow the steps to refill your prescription.
By phone: Call the Aetna Rx Home Delivery toll-free phone number. The phone number is listed in the Aetna Rx Home Delivery website (once you've logged in). For faster refill ordering service, please have your member ID number, prescription number and credit card ready.
By mail: Fill out the prescription order form enclosed with your previous prescription order, and mail it back with your payment.
Q: I'm planning an extended vacation. Can my medications be sent to a temporary address?
A: Yes. Call the Aetna Rx Home Delivery toll-free phone number. A representative will ask you for the address where you want the prescription sent. If you refill your prescription by mail, provide a note listing the dates you'll be traveling, along with your temporary address and prescription order form.
Q: My doctor prescribed a 30-day supply of medication with two refills. Can I combine my prescription and refills to get more medication at one time?
A: No. In general, you can get only the amount approved by your doctor. If your doctor prescribes a 30-day supply with two refills, you can order one 30-day supply at a time. Ask your doctor to write a prescription for an extended (90-day) supply.
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Aetna Specialty Pharmacy - Frequently Asked Questions
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Information about Aetna Specialty Pharmacy
Q: What is a Specialty Pharmacy?
A: Specialty Pharmacy is a pharmacy that provides specialty medications. Specialty medications often require special storage and handling that most retail pharmacies cannot manage. These medications include injectable, infused and select oral therapies. Aetna Specialty Pharmacy offers these medications, and an in-house compounding pharmacy that lets pharmacists create forms of medication that are not available in stores. This helps us to meet specific patient needs.
Patients may have trouble sticking to their therapy schedule and often have side effects from their medications. This is why specialty medication requires a pharmacist or registered nurse to monitor the treatment.
Q: What benefit does Aetna Specialty Pharmacy give me compared to my previous specialty medication provider?
A: Aetna Specialty Pharmacy makes sure you understand how to take your medication. We work with your doctor and other caregivers. And, because we're part of Aetna, we review your medical and pharmacy claims and medical history as needed. This helps us monitor your health and specialty drug needs. We can send your medicine anywhere you want. We'll call you to see how you're doing. Our nurses and pharmacists are available to answer your questions 24 hours a day, 7 days a week.
Q: How can I learn more about Aetna Specialty Pharmacy?
A: For information on Aetna Specialty Pharmacy and our services, call 1-866-782-ASRX (1-866-782-2779) or TDD: 1-877-833-ASRX (1-877-833-2779).
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Questions About Specialty Drugs
Q: What is the standard quantity I can get?
A: Our standard is to fill prescriptions for no more than a 30-day supply. A smaller supply lets us check your progress more often. If your medication or the dose of your medication changes between refills, a smaller supply can help prevent wasted medication and may save money. We can only dispense what your benefits plan allows. Your out-of-pocket costs will depend on your benefits plan.
Q: How is my medication preserved during delivery?
A: Refrigerated items are packed in plastic bags to protect them from condensation. The product is labeled "refrigerated" and packed in one of the two validated containers: a 1 ½" thick wall Styrofoam cooler, or an insulated pouch. Gel ice cold packs are used to ensure that the product temperature meets manufacturer requirements at delivery. All refrigerated products are packed in special temperature-controlled coolers rated for a minimum of 48 hours at or below the required temperature. In the summer, or when destinations are typically warm, extra cold packs are used to ensure your medications stay at the right temperature.
Q: Who can I talk to if I have questions about my prescription?
A: Our dedicated team of pharmacists, registered nurses and patient care coordinators will answer your therapy support questions. Our clinical representatives are available by phone, 24 hours a day, 7 days a week. Call 1-866-782-ASRX (1-866-782-2779) or TDD: 1-877-833-ASRX (1-877-833-2779). Business hours are Monday through Friday, 8 a.m. to 7 p.m. ET.
Q: How important is it to take all of my medication?
A: You must follow your doctor's instructions when taking medication. The amount you are prescribed to take (for example, 1 ml once a day) and the length of time you must take it (for example, every day for 3 months) are the best measures to be sure your treatment goes well. We know some medications cause side effects or are hard to take. We can help you cope with these issues. It also helps to talk to your doctor about managing side effects.
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Your First Order - What to Expect
Q: How do I place my first order?
A: Ordering your prescriptions through Aetna Specialty Pharmacy is fast -- and easy.
- Your doctor may fax your prescription to 1-866-FAX-ASRX (1-866-329-2779).
- Or, you or your doctor may mail your prescription order to: Aetna Specialty Pharmacy, 503 Sunport Lane, Orlando, FL 32809.
- Your doctor may also call and speak to a registered pharmacist at 1-866-782-ASRX (1-866-782-2779) between the hours of 8 a.m. and 7 p.m. ET, Monday through Friday.
Q: How long does it take to get my medication?
A: With priority overnight service, Aetna Specialty Pharmacy can deliver your medicine in 24 to 48 hours after getting your prescription. The actual ship date depends on the precertification requirements of your plan and if we need to contact your doctor about the prescription.
Q: Where will my medication and supplies be delivered?
A: Aetna Specialty Pharmacy will deliver your medicine - for free - right to your home, your doctor's office, or any location you choose. You'll also receive any supplies you need to administer your self-injectable medication at no additional cost to you. These supplies include: needles, syringes, adhesive bandages, alcohol swabs and Sharps containers.
Q: How do I know my medications will arrive safely after they have shipped?
A: We have a Critical Package Recovery Program that helps us track each package through its delivery. We are notified at once if a delivery is at risk. A patient care coordinator then sets up a recovery plan. We will continue to track the package until you receive it.
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Paying for Your Order
Q: How much do I pay for these medications?
A: Log on to Aetna Navigator® to find out what you pay. You can estimate your copay amount by clicking on "Take Action on Your Health", then "Cost of Care", then "Prescription Drugs". If you have questions, call Member Services at the number on your member ID card.
Q: Are there any financial payment plans?
A: Yes. Aetna Specialty Pharmacy will tell you about any manufacturer copay assistance programs that you may qualify to apply for. We may also offer you a payment plan, based on your financial needs. To learn more, please call us toll-free at 1-866-782-ASRX (1-866-782-2779) or TDD: 1-877-833-ASRX (1-877-833-2779).
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Ordering Refills
Q: How do I order a refill?
A: A week before your next refill, Aetna Specialty Pharmacy will call you to schedule a delivery. Our representative will make sure that you are still taking the medication, confirm the dosage, and ask if you have had any unmanageable side effects.
You may also call our toll-free number at 1-866-782-ASRX (1-866-782-2779) or TDD: 1-877-833-ASRX (1-877-833-2779) to order a refill through our automatic refill line or to speak with a customer service representative.
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